Screwfix

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Reviews about Screwfix

• Charlie Holding

  27.05.2018
  ★ ☆ ☆ ☆ ☆
  Collect In Under One Minute? Do Me a Favour.
  
  Staff at Purley Way Screwfix - termed the 'Croydon' branch - are unhelpful. How anyone gets close to the advertised 1 minute collection beats me. This was my second attempt at advance notice purchase which resulted in a similar bad experience. The machine to register collection is tucked away in the corner (why? Why can't it be next to the collection point?).
  
  The software is non-intuitive (last time having paid by PayPal it didn't accommodate the method and I found myself at the end of a long queue). This time I approached 'Megan' who insisted I go to the machine despite previous difficulty. I specifically asked her to show me how but she refused saying she was serving customers (!! but not this one obviously!) and promptly decamped to the other queues. I went to the machine and immediately you are asked for payment card details. It doesn't say anything about PayPal. I later found out that a tiny line at the bottom says: 'select if you have an 'A' number' or some such. How does a first-time customer know that they have an 'A' number'? Hopeless.
  
  On returning to the queue someone jumped in before me and was waiting for collection. I raised my voice in the direction of 'Megan' that I wanted to speak to a 'manager please'. I waited patiently until she finally appeared and she said she would get the manager. After a while a pimply youth appeared who said "you want to speak to a manager?". This was the well known trick of passing a colleague off as a manager - when asked if he was a manager he reluctantly said "no" - he seemed to think it was all a joke. Only then did the process of fetching the manager begin. Eventually 'Shaun' appeared and he proceeded to return with me to the machine and show me the 'A' number part of the software. However he took more than a minute entering my long 'A' number, first incorrectly then correctly.
  
  Just before this manager appeared - he wasn't interested in hearing my complaint - I had asked 'Megan' for her name which she promptly supplied and I advised her I wanted to make a complaint. However she vituperatively added that "If you do make a complaint - tell the manager I was just doing my job! - Serving customers". I understood her bad temper because this Customer was getting fed up with the lack of help and service - he was also forthright but not rude eh? Megan?
  
  Job done Megan ok? I told them. - I'm not sure you should be in a customer facing role btw. Unfortunately other customers who were not aware of customer difficulties with certain payment systems became involved without any discouragement from the staff - and an apology was only forthcoming from Shaun when I mentioned it on leaving..... a reluctant final apologetic riposte. Pimply Yoof and Megan have a 'snowflake-millennial' training need and Shaun needs more customer empathy. This Customer needs Screwfix like a hole in the head. And did you know that Toolstation opposite employs polite staff and were awarded a Which retail award for Customer Service? And they sell similar products. Hence my account closure.
  
  23 minutes inside this Screwfix store with unhelpful staff - Megan's vituperative non-help; pimply yoof's gloating and Shaun's lack of empathy and useless software - was 22 minutes too long. Account closed. Adieu Screwfix. Adieu Megan. Adieu Pimply Gloating Yoof.

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