I reluctantly shopped at the service again recently, hoping to get a few larger items delivered on the same day. I usually prefer using another platform for smaller purchases, as I appreciate the convenience of collecting from lockers on my way home. I wonder if the store might consider adding lockers for items instead of just the click and collect option? This would help avoid situations where customers are wrongly accused of taking items that seemingly went missing after I received a notification that they were ready for collection! During my attempts to get a refund, I was told that I must have already picked up the item, and I would need to return to the store for them to check the CCTV against the supposed collector. I refused to do this and filed a complaint, and eventually, the service located the 'lost' item and issued a refund. On another occasion, I went to collect some small items from a different location, trying to avoid another frustrating experience. I sat down to connect to the store WiFi, and an unfriendly older woman approached me, asking if I needed assistance. I curtly replied that I would approach when I was ready! I then asked about available stock at the back, which seemed to annoy her even more. I've encountered friendlier staff at this location since, and while I miss the old paper catalog, merging with the larger store seems beneficial. I assume they are also expanding their selection of small electronics and home goods, which might reduce the need for the service. I believe lockers would be a suitable replacement for the space and wages the service desk occupies, allowing customers to pick up their items and continue shopping happily.
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