The Computer Superstore? (pcworld.co.uk)

Member Name: dbarcl10

Product:	pcworld.co.uk
Date:	13/09/08 (151 review reads)
Rating:

Advantages: Cheaper to Collect@Store than pay instore prices

Disadvantages: Surly staff, kept waiting without apology

This is a review of the Collect@Store facility offered on PC World. I wanted to buy Microsoft Office for Mac 2008 software, and direct from Apple this cost about £100. So I checked PC World and found that the software was the same price, so decided to buy it online to get cashback.

This is when I found that PC World had an online offer where Microsoft Office for Mac is reduced to £79.48 if bought online - and the online price is guaranteed if using the Collect@Store service. So I ended up saving £20, plus got cashback, and still got the software in store.

What is Collect@Store?

Simply browse the website (www.pcworld.co.uk) and once you've chosen the item(s) you want, add them to your basket. You are then presented with a choice of whether to select for Home Delivery or Collect@Store.

If you select Collect@Store, you enter your postcode and it will present the stock availability at your nearest three stores - simply select your closest store, enter a few details (name, email, contact phone number) and the item is reserved for you until close of business the following day.

The reservation process is purely that - a reservation. No payment is required online, so if you can't make it to the store, change your mind, or find the product cheaper elsewhere, you haven't already paid for it from PC World. This is especially useful for anyone frightened of online fraud.

As far as I know, any product sold online can be reserved for Collect@Store, subject of course to stock availability at the time of ordering.

The only drawback is that you need to wait at least one hour after reserving your product before it can be collected. I guess this is to give the store time to collect your item and have it waiting.

In Store Experience

I collected the software from my local store (Braehead) and wasn't overly impressed with the customer service. This store has a 'dedicated' Collect@Store desk at the main entrance, but at the time we visited, there was no-one at the desk. A few advisors looked our way, but nobody came over to help.

After about 10 minutes, someone finally appeared and asked, rather gruffly, whether we were getting served. I said no, and he asked for the confirmation number. No apology for waiting, no welcome chat, just "What's your confirmation number?"

He entered this into his computer, and then just walked away from the desk and into the main store. After about 5 minutes he reappeared with the software (taken I believe from the shelves) and said "pay at checkout".

The checkout operator wasn't much better but by that time I just wanted out of the store. Luckily the software was easily processed by the checkout operator entering our confirmation number into his terminal which brought up the online price.

Overall

I'm not a big fan of PC World, I find the advisors too pushy and not very knowledgeable. The Customer Service has always let this company down. In saying that, I would use the Collect@Store service again; I was impressed that online exclusive prices are also available instore if you reserve online, and so I saved £20 by making a few clicks online.

Summary: Would use Collect@Store service again