Pre ordering a book at the Littlehampton store, 8/12/13 12:45 pm
I was served by a very argumentative young lady, who even got angry when I said that I had not been served by her before (I am a regular customer). Informing me that she was the Duty Manager and always serves everyone. When I pointed out that sorry but she had never served me before, took the receipt she handed me and went to look at the book. She obviously thought I had left the shop as she then proceed to talk about and insult me. Hearing what she was saying I made my presence know and told her that talking about customers behind their back was not a good thing to do .
We all know that there are times when work is difficult ( I've been in customer services ) but the big no no is to talk infront of customers, you use descrtion and wait for your break in staff room. This is unprofessional behaviour, I assume she does not like her job , is not trained properly or this it is ok to talk about customers to other customers, very bad news. "Smiths no longer have me as a customer"
I ordered a couple of city maps using WH Smith online service on 7th October. I received an estimated despatch date of 10 days, then received an email within 2 days that the order had actually been despatched but heard nothing more. I waited... and waited.... and had to buy my maps elsewhere because my business trip arrived. No facility to cancel the order online. You have to wait until your order is delivered and then go to the shop and ask for a refund there!
I sent an email today to customer service but the webpage did something crazy, by which I mean I submitted my email, clicked 'submit' but then it cleared my email address and I had no means of knowing whether it had been sent. So I telephoned. Well - THAT was an experience! 0845 number, of course. Spoke to someone who said it was 'very strange' that I had received an email advising me the order had been despatched and not to have received the automated delivery. Not directly calling me a liar, but repeated it enough times to do so in effect. Passive -aggressive. I told him patiently that he needed to feed back to the IT department ... but then he interrupted me until I said, 'Excuse me, I am speaking'. Managed to get my feed back across but the result was a) he repeated it was strange I had not received the 'automated' email, b) the site was perfectly fine, c) if I wanted a refund I would have to go to the shop in Lewisham and ask for a refund. I pointed out he had a) not offered an apology, b) seemed to have no interest in helping his company improve the customer service, and c) as a consequence I would never use the online service again and would post a review online. He couldn't give a fig.
Absolutely no awareness of what constitutes good customer service, no humility and an arrogance that will harm the business, as evidenced by other reviews here.
I ventured into WHSmith in Bromley today, it's been along time as I usually shop online with Amazon. I picked up two children's annuals, (buy one get one for £1) a Guinness book of records 2014 and Ripleys believe it or not two for £20.00.
When I got to the till I was told the bag that was sufficient in holding my books was 12p!! I asked for the normal bag and was told that they were 1p each and would not be strong enough to hold my books!!! It's a book shop!!!
I find myself turning into Victor Meldrew ( I don't believe it)! I left the books and walked away, surely if they sell the books they can give you a bag to get them home in? This is not a supermarket after all.
When I got home I went straight onto amazon got both annuals for £8 this is cheaper then WHSmith and the other two books for £18, two pounds cheaper then WHSmith. No delivery charge and no packaging charge.
Won't be bothering with WHSmith again!!!!
Years ago I complained about a store security guard in Blackpool. I worked as a balloon artist in the town centre for years. Having witnessed their security guard conducting himself unprofessionally (he has a bad reputation) he started to harass me. The worst thing was telling his own girlfriend, other store guards, etc lies about me and over his radio. The word soon got out in Blackpool that I was a registered sex offender, having been convicted of child porn among other sex crimes towards children. If I had been a Big Issue Seller perhaps he would have branded me a drug dealer but I worked with children so he branded me a convicted pedophile instead.
When I complained to the female manager, she told me she wouldn't listen to my complaint until she had heard his side of the story. I had to wait for him to arrive in the store before I was allowed to explain in detail. This was made impossible because just him being in my presence was intimidating and I couldn't explain myself and I just left. I made it very clear to her that I didn't want him to be there. He could defend himself when I'm gone. The manager did it on purpose, no question. She didn't want to know. Perhaps the guard had told her that I was a troublemaker. so she wasn't going to handle my complaints. This would happen every time I complained to her.
On another occasion I complained to a male manager of the store. He was just as rude. As soon as I told him of my complaint he turn to the right or left, facing away from me. When I told him to look at me when I am talking to him he said '' I don't need to look at you to listen to your complaint ''. He also refused to give the agency details which the guard worked for, He claimed it was confidential information. I could be anybody.
The last time I complained was to the Head Office. I got a letter telling me that the guard didn't work for them so I would have to complain to the agency. They didn't give me any details of the agency and told me to not contact them again regarding this matter. However if I wish to contact them regarding something else then I was welcome to.
OK he might work for the agency but they have a responsibility. They should have contacted the agency with my complaint. Not just simply not do anything about my complaint.
I have never got over what happened to me. My life was made hell in Blackpool because of him. I was harassed by hundreds of people over the years.
David found this review useful
I ordered an item on 16 Aug 2013. By 8 Sep it had not arrived. Their website had its status down as 'ordered' I wrote an email asking for information. This is what I received:
"Please accept my apology for the delay in despatching it to you. We are currently experiencing an issue that has affected some customer orders that our Technical Team are currently working to resolve. I regret that on this occasion, it has been necessary to cancel your order.
I am very sorry that we have let you down on this occasion. I do however hope that despite this unfortunate matter, you will remain our valued customer.
Customer Service Co-ordinator"
They didn't inform me that there was a problem, just left me hanging on. They could have got in touch to let me know, or not taken the order, but this is the worst way round. When I got in touch, they cancelled the order, which wasn't what I wanted. I then checked other online reviews for WHSmith Online. All of them were bad. Don't use them. They don't know what they're doing. They must be losing SO much business!!
I applied for a job at WHSmith about 3 months ago and was called to a group interview. Being an LLB (Law) graduate with no job, the company chose 15 year old kids over a 21 year old degree holder. Anyway, the pay is absolutely rubbish as the company only does £6 an hour! I advise everyone out there to not apply for jobs at WHSmith. You are not worth it!
I am writing this review after several visits to this store located in the shopping Mall in Ilford. On this occasion I found the queue was particularly long while the floor manager was more concerned with restocking a shelf with two of his staff. It was on ly after about ten minutes that one of the assistants came to sere the customers.
After patiently waiting another five minutes I was served by the assistant. She then took my money for the item purchased and then proceeded to spray the air around with a couple of bursts of "Trust Pink" product, before handing me my change.
There appears to be total disregard for the customers. The traditional standards of service with a smile and politeness has disappeared since this shop has been managed by by a new generation of Asian, African managers who are not concerned about customer satisfaction.
Contrast this with the shop next to this, Wilkinson. It is efficiently run with polite staff and a pleasure to visit.
WH Smith have got no idea about how to deal with online deliveries. I ordered a Kobo with first class delivery and it took them nearly 3 days to get round to dispatching it. But that's OK, according to their customer service dept, because the time scale only starts when the item is dispatched. So basically they can take as long as they feel like to get round to dealing with your order. I paid an extra £5.99 because I (wrongly) thought that would mean it would the Kobo would be there within a couple of days. There is just no sense of urgency or seemingly any need to provide good customer service, and they compare really badly with every other online retailer I've used in the last few years. I won't be using them again and I will certainly be telling everyone else not to bother either!
I ordered two books 2 months ago, one book was delivered and it stated that the other book would be available in 1 to 2 weeks, two months on I still haven't received the book. I sent an email yesterday asking for any information regarding when I might expect delivery or any info at all, I had checked the website information regarding the book again and it still stated 1 to 2 weeks for delivery, I received a response email today stating that the order had been cancelled as per MY request! I didn't request my order be cancelled at all, I just wanted some info about it. This has happened before, made an order that totalled nearly £90 in books and I only ever received one of the titles ordered, think I will shop elsewhere from now on. I used to buy all my books from WHSmith and they were at one time a great company, such a pity that they couldn't keep it up.
The manager in the Hounslow WH Smith branch seemed to be one of the most rude, person I have ever come across he seemed to be in a different planet. WH smith should take this issue seriously as they were being since 2010 rated for being one of the worst performing companies (described in various websites) in customer relation services. The manager did not seem to explain the problem when I told him that I will complain to WH Smith he told me to happily do so . I am suprised that WH Smith continues with employing such people as a friend of mine had an issue with the same manager. He doesn't seem to have respect or courtesy when explaining to customers about a situation instead trys to muscle his position. Terrible.
On a recent holiday in Aberdeen I wished to purchase a book by Anne Cleeves, after searching the book section and not finding what I required, I saw an assistant at the front of the store who I asked for assistance " Excuse me, can you tell me if you have Anne Cleeves recent book" the reply was "the book section is up there" I replied and said "I've already looked, but didn't see it" again she replied "the book section is up there" before walking away, I at least expected her to come and look, or ask another member of Staff if she didn't know.
Needless to say I won't be shopping in W H Smith in Aberdeen when on holiday there again.
My 11 year-old son used his godfather's present of a W.H. Smith gift card to order a white Parker Pen for school on 15 December 2012. By the time the new term was well underway on 13 January, he bought a pen elsewhere and asked me to cancel the order. My request was 'not allowed'. The 'terms and conditions' tell me that: 'If we can't supply your order within 60 days, we will cancel the order.' So, although the site has a 'cancel this order' button - the customer can't. Only W.H. Smith can.
If a child places an order, the T & Cs state that W.H. Smith 'may seek compensation from you where you are not 18 and we have suffered financial loss as a consequence' and 'when you place an order this means you are aware of any age restrictions on the products and agree that you are old enough to buy them'. All this is in spite of children not being legally responsible for a contract.
I had seen W.H. Smith as a friendly High Street presence and they may well be so. Their web site is as unfriendly as can be. The threatening nature of the admonition to children is just awful. I shall not be visiting the site again.
I ordered The Official DSA Complete Theory Test Kit (2012 ed) online from WH Smith on 23rd December 2012. On 29th Dec 2012 I had an email saying the order has been dispatched and will be with me in 3-5 days. It is now 3rd January 2013. No order. Tried to call the 0845 number - was on hold for at least 20 minutes before giving up. Called a local store - staff member said the 0845 number is the only way to enquire about online orders. I ordered online as I have been ill; I have a chest infection and have been in bed for days. I then had to call a local store & the staff member there took my details & the product details and confirmed they have the item in stock & are putting it aside for me with my name on it so I dont have to get out of bed with this chest infection and get into a taxi for a wasted journey. I tried to access the website which promptly stopped working and went into some kind of weird format where HTML seems missing and none of the links work when you click on them. I have no idea how to go about getting a refund for the item they have not delivered as the website doesnt even work properly and nobody answers the phone. Absolutely shocking 'service'. I will never shop with WH Smith online again and will tell everyone I know - facebook, twitter, the works- to avoid them.
Ordered some books for store delivery over a week before Christmas. When I did not receive a delivery date I tried in vain to cancel the order the same day before it was sentout. There was no option to cancel online and the phone line is constantly busy. It is now the 29th December, I still have no books and have not managed to speak to anybody at this shambles of a company. Will never use again and advise anybody else to do the same
I am currently trying to spend a giftcard online. Upon entering the card details it keeps coming up with a error so i can't use the card. It then states invalid card and the gift card has been locked!
The website is very slow. Tried contacting customer services only to be told via message that they ony work Monday to Friday!!! Come on i think we need to move with the times and have a maned customer services on a Saturday.
Then tried ringing two of my local branches to which both nobody bothered answering the phone!
WHsmith i think its time you upped your game!
Bought a popular DVD set in Leeds for my father in law for christmas, only to be told he already had it.
Returned it complete to Scunthorpe Shop, the manager was very rude and initially said she would not refund me and I had to take it back to Leeds where I bought it from. I stood my ground and said this was not stated in the terms and conditions, she eventually agreed to credit me in this one instance. The reason she gave was that that branch do not stock DVD's but then slipped in that the company kept sending the shop this particular one anyway. She was very rude and I will not be shopping there again...
I ordered a bag for my son, waited 3 weeks then discovered when I checked online that the order had been cancelled. I went to their 'contact us' section and where they provided me with a number that is no longer in use.
I eventually contacted them via facebook and the customer relations team got back to me and thanked me for contacting their Twitter team! They proceeded to explain that they had contacted the publisher of the book I ordered and they had told them it was currently out of stock. I replied telling them it was a bag, not a book and they then got back to me saying that my item was no longer required and therefore cancelled. By whom? I didn't cancel it.
They are a shambles. I have since discovered that they are renowned for being one of the worst companies in the country. How they are still in business is beyond me. I'd put money on them
being extinct by this time next year and good riddance if they are!
Doent it dound funny when the WHS staff suggests to keep KOBO on frozen screen until it's battery drains and use the same device, that too after 2 days of purchase. When I tried to put my point , the staff blames mishandling the Kobo as the reason of fault. The smae person claims him to be a Kobo trained support member, but when reported to Kobo help desk they think the piece is faulty.
WHS would not replace the Kobo even when it was sold faulty if we dont have packaging. whatever, an item if goes faulty on 2nd day of purchase must be refunded, no matter what happens to the packaging. And the staff should be polite, unlike WHS Hounslow
If you want to but Kobo, just don't go to WHS.
I recently took advantage of an offer of "buy one get the next at half price". However when looking at the receipt I discover that craftily they increased the price of the single item by 25% over the recommended list price and therefore the offer was nowhere near as good as it seemed. When I contacted customer relations about this sharp practice they replied:
Thank you for your further email regarding the pricing of products in our stores.
To clarify, the Recommended Retail Price is given as guidance to the retailer of the selling price of the product by a Publisher. However, as a Retailer we can charge whatever prices we decide.
I am sorry for any disappointment caused and thank you for letting me explain.
If I can help any further, please let me know.
Customer Service Coordinator
I can easily send an hour or two investigating the magazine racks in WHSmith. They always seem to have a new magazine about something that I didn't know even existed. Obviously if you find something you love then you're better of subscribing as you'll save a fortune, but for ad-hoc purchases and new ideas WHSmith can't be beat!
Nothing will be delivered - ever...
With so many online businesses getting it right these days I foolishly assumed WHSmith (being a large company) would offer some level of customer service - this is not the case and I would strongly recommend anyone considering ordering from them to think again and go with anybody else. From this experience I will certainly never be using them again.
I ordered a pen from WHSmith online on 19th January with stated delivery of 5-7 days. Following no delivery I sent numerous emails to the customer services (more than half of which remain unanswered) and the responses I did receive stated that they were still awaiting stock from their supplier. Some of the email responses might as well have been automated since I was once advised that the "book" I had ordered was out of stock - not very informative since I had ordered a pen!
At this stage the item was still listed on the WHSmith website as 5-7 days when I had already waited for over 2 months. I sent a final email requesting if this item would ever be delivered since I would be prepared to swap to an alternative. This email was also unanswered and, subsequently, having checked "My Account" on 5th April it would appear that the order has been cancelled (no notification of this was sent via email) and the alternative is now also out of stock.
They have a website
No delivery, customer services lack of response, customer services lack of intelligence
What a shambles! Spend your money elsewhere - you'll get more for your money from a wishing well
I paid £109.99 for a Kobo Touch eReader at WH Smith Travel Heathrow, being assured this was a really good price only to find that everywhere else, including WH Smith the price is only £79.
Goodbye Wh Smith, last time I will shop with you
I bought a kobo touch before Xmas and didn't really start to use till recently.
The kobo touch has become almost unusably slow and unresponsive. I contacted WH SMith who said that as it was after 4 weeks they would not exchange but that I would have to send the item back to kobo.
Compare this with John Lewis who also stock the kobo and would offer a very different level of service. Buy elsewhere!
I ordered a diary from whsmith.co.uk. I ordered it on Monday as their website states that if you order by 9pm on Tuesday it will be delivered to store on Friday. I went to collect the item on Friday at 4:30pm and was told by the store that it had not arrived. However, I called Customer Services who called the store and they said it was there but hadn't been scanned in yet. I now have no chance to get it until I am near the store, which is my closest but 4 miles away. I wouldn't mind but this is the 2nd time I've been told an item has been delivered to store but the store claims it's not there. Why can't they confirm by email when it arrives at the store?
I ordered a book online to be delivered to Leighton Buzzard store. The online status was that they HAD THEM IN STOCK and would be delivered to the store in 5-7 working days. I chased up the store 3 times, but their response was "it's nothing to do with them, it's the online people". I contacted the 'online people' only to be told they never had the item in stock and have no idea when they are getting them in.
In summary; online stock status is a lie, no order updates emailed through, no continuity with the high street stores they are supposed to be delivered to. I will be 'voting with my feet'.
On December 15 I ordered a photo album for Xmas present. I chose store delivery to Hinckley shop. After receiving an email that my order has been dispatched and will be there in 5 working days, I went to the shop 3 times, but it wasn't there even on December 23. I asked to buy a similar album which was in stock in the store, but was denied this possibility as it was more expensive than online. The staff told that they don't know anything about online orders. After my third visit the store manager called me and asked to drop in the store again. She asked either anybody could take the order instead of me, which could not be the case. She said that my order came to the store yesterday (December 22) and was collected by somebody else!!!Which means that the store staff does not check any paperwork. After all, they gave me the album they had in the store. Very, very disappoing experience and will never order anything there again.
They are probably the best stationers and bookstore around at the moment. They still seem to keep their head above water, perhaps because the diversify into so many different products. Good for gifts, but the music department seems to have dwindled due to most people getting music online.
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