They are SOOO rude! (Comet.co.uk)

Member Name: sarahbethy

Product:	Comet.co.uk
Date:	07/06/01 (88 review reads)
Rating:

Advantages: The product range is excellent., As is the price range., The internet site is well thought out and easy to use, unlike the shop.

Disadvantages: You get more customer service over the internet than you would with there satff.

I've read a lot of opinions where it is the sales staff that is letting a store down, and Comet is no exception.

~ The Plan ~
I wanted a DVD player, no more than £200, and since Comet were offering three DVDs with every DVD player they sell it was obviously the best choice. Comet is quite far from where I live, and since I don't have a car, I looked at Comet's site on the Internet to see what they had to offer. Now the website is pretty good, great layout, easy to negotiate and quite a wide selection of products. Prices are not too bad either. I found what I wanted, the ProlineDVD 2000. I considered buying it over the Internet, but decided on a compromise, I'd phone my local store, if they didn't have it, then I'd borrow my mother's credit card and use the computer to buy it instead. Now all I had to do was phone the store, that couldn't be too difficult, could it?

~ The Phone Call ~
The phone rang for ten minutes before someone answered, but I didn't mind, it's a busy shop so maybe they can't get to the phone, it was the response I got that annoyed me. Here's a script of the conversation:

Sales Guy: Yeah? What do you want?

Me: Hello?

Sales Guy: Oh sorry, I thought you was my boss? [Pause several minutes whilst trying to remember what he's supposed to say] Can I help you?

Me: I was wondering if you could tell me if you have a product in stock?

Sales Guy: Why?

Me: Because I would like to buy it.

Sales Guy: Well, if you're going to buy it you'll have to come to the shop anyway so you don't need me to tell you.

[Phone is put down]


Such excellent people skills, don't you think. Since I still hadn't solved my problem, I tried to phone again but each time no one answered. So, in the end I had to get two buses and walk a couple of miles in order to get to Comet to find out if the
y had the product I wanted.

~ In the Shop ~
I think everyone's been to a Comet, but for those who have not it is a very large store selling fridge's, freezers, cookers, computers, TV?s, videos, mobile phones and DVD players of course. The Bedford store had seven sales staff on the shop floor when I got there, there were two customers, one buying a TV and another buying a fridge. This seemed great, as the number of staff should mean that I could get served pretty quickly. I went up to the counter, and explained what I wanted and a smileless guy told me he'd find out for me. After several attempts of trying to use the computer he finally discovered they did have the DVD player, so of course I was very happy, until I was told that I wouldn't be able to buy it until Steve was ready. Who's Steve you're asking (As was I), he is the member of staff helping the old lady choose a TV (I noticed he was pointing at the most expensive) and he has to show me the options of the player before I can buy it. I know the options, I looked at it on the Internet enough times, but they still wouldn't move to get it for me.

Steve finished 10 minutes later, which wasn't too bad. The old lady was buying the cheapest TV and he did not seem happy. As soon as she left I found out why, the words he muttered about the woman were vulgar, even by my standards, now I just couldn't wait for my turn.

Now this should be pretty simple:
1. I point out item.
2. They get me item
3. I pay for item
4. I leave with item

"You don't want that one." - Steve
He said that at least six times, he couldn't come up with any reason why I shouldn't buy it, and kept pointing towards one of the most expensive models in the shop. He also told me I did not get any free DVDs with the model I wanted. I had already checked the notice in the shop and knew that he was lying. I was really to the point wh
ere I wanted to punch him. Instead, I calmed down, counted to ten and walked out of the shop.

~ Conclusion ~
Two days later, I had my DVD player, I had my three DVDs and was very happy. I ordered it off the Internet, as I should have done in the first place. It arrived when they said it would, I got the same thing I would have got in the shop (Although it did cost me an extra £3) and I didn't have to deal with any sales staff. How did people buy things from there before the invention of their website I have no idea.

Comet Sense, how about a little Common Sense, you don't have to be nice to the customers, but you at least have to listen to them!

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