September 2013 by Andy Smith
We took 3 trophies to be engraved & were told to pick them up on Friday. Turned up on agreed Friday to be told they had not been done. Assistant left a note for us to be contacted the following morning as the guy who can engrave them is not in. No call received so we rang them to be told..."yeah sorry but I can only do 2 of them, not the 3rd one, that has to be sent away.."
I asked.."Is there any reason you did not inform us at the time why this was going to be an issue, or at any time in between or even yesterday when we drove 20 miles rtn with nothing to show for it.."
.."yeah sorry mate, I just didn't have time.."
I said.."this really is not good enough. I have to hand those trophies in this weekend so that they can be handed out and you've not done what you said you could or by the time you said you could"
.."yeah sorry but I can do the other two, the cup needs to be sent away.."
Nothing was getting through to this chap. I was met with the same response over and over.
This really is one of the poorest customer service experiences I have ever had. A half hearted sorry and then silence!
Timpsons.....you really need to take a look at this and find out why there was such poor communication and an inadequate response. Staff should know who is able to do what jobs in store and whether they can be done by the agreed time. If there is any doubt at all....at least take a number or do something so that innocent customers are not left hugely inconvenienced by the lack of experience or empathy by staff.
