The Worm that Turned (worm.co.uk) Commentaires

Thank you for your feedback. It is really appreciated and does always give us an opportunity to evaluate what we are doing and if we can improve. It also give us the opportunity to explain and you raise several issues. First of all can I apologise that no-one was on the ground floor to greet you at the appointment time for your free click and collect. The vast majority of our store collections run smoothly but I understand our customer service member who is normally responsible for store collections was not working that day and so a member of our creative team had been allocated the task. They had been distracted on another matter shortly beforehand. We would normally have had another member customer service to hand, but we are currently recruiting a replacement for a member of the team that has emigrated. Our other customer service team members now work full-time from home and it was not possible on that January date to schedule them coming in. We've now updated our procedure to ensure someone is on the ground floor with the door open 10 minutes before the scheduled time. Hopefully we will be able to recruit soon too. You are right that we do not have an outside doorbell/buzzer and have been investigating how we might best achieve this. I'm sorry too that we offer you the opportunity to browse. If you had asked, the answer would have been yes, but with the explanation that our store is not currently set out like the old pre-covid days. For better or worse, Covid has changed everything and to many extents, we are still grappling with the various after effects and working out what changes might be permanent. Traffic flows into Nottingham remain well below pre-covid levels, the high-street experience is evolving. I'm sure you realise that as a business we need to ensure that we trade profitably and regretfully we cannot currently see how to deploy and heat the shop floor with two highly trained customer service people 7 days a week. However, we are always reviewing how we can improve our service and recently made Saturdays available for store visit appointments on a trial basis. We do not employ 'Saturday staff' (to coin an old phrase) and thus if we understand in advance what a customer wants to look at we can prepare adequately for it. Whilst our calendar service for free click and collect doesn't include Saturdays, it is obviously possible to make a store visit for the same purpose. I know this response has been a little long winded and makes excuses, but hopefully it goes some way to explaining the many challenges of running a retail outlet in 2023. Once again thank you for your valuable feedback. All our customers, especially the local ones like you are important to us and we will continue to evolve and update customers via our email list.

Thanks you for your feedback, we don't always get it right, but when we do it really pleases everyone in the team that contributed to hear about it.

Thanks for your feedback. We’re really sorry that the delivery stage of your order let us all down and as you know, as soon as we were made aware of the problem, we sent your order again and ultimately both shipments were received albeit the first one very late. As you are probably aware, circumstances outside our control conspired to make the delivery stage very difficult this year and whilst the majority of customers received their delivery in good time, unfortunately yours was not and I can only apologise. We hope your intended recipient was understanding of the issues.