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Shocking service from reserve and collect and Cardiff store

I Reserved a hotpoint tumble dryer from the Newport Gwent store and then called to confirm before I went to collect only to find out they never had one but Cardiff store did, so reserved one there and travelled to collect. Once I arrived at the Cardiff store I found out they had two, one heavily damaged and reduced by £13 and the other an ex display at full price. Nether had instructions ( not a real issue) but nor an extraction hose with fittings. These were taken from other display models to make good. On closer inspection the display model was damaged with scratches so not really worth full price. On questioning the 'acting manager' in the store his response was there was nothing he could do and that he was doing me a favour for selling an ex display model as it costs his staff time to re stock the shelves. Also it wasn't 'His' store so had no power to discount. In the end I paid full price to have a new one delivered from the warehouse. In my mind the 'Acting Manager' should be removed immediately and worst case re trained and best case put into a position where he doesn't have contact with customers. On the plus side the customer service guy 'Lewis' I think his name was (number 17), was fantastic and tried everything possible to make the customer experience a positive one but was unfortunately restricted by poor management and bad processes.

Martin Henderson´s profile

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Martin Henderson
Saint Brides Wentlooge, United Kingdom