Mixed Service at Ilford Specsavers

I had a very chaotic experience in Specsavers where I was prepared to spend <£100 if I was provided with good customer service. I *did* get good customer service but this was accompanied by bemusing background chatter and bad customer service.

Three friendly sales assistants approached me when I was browsing, were helpful

THEN

One sales assistant ignored me when I went to speak to her, until I repeated, "Excuse me!" at her retreating back

THEN

I had a great eye test with a friendly informed opticiant who was thorough and also speedy. Very good service here, her name was Michelle and I can highly recommend. One of my best eye tests ever.

THEN

When I emerged to choose frames a lovely woman called Una helped in a very practical manner, so taking into account frame size etc and using her knowledge of the range to advise me and show me alternatives.

THEN

When we went to sit down and choose lenses and get all the prescription paperwork sorted someone came and tried to clean the monitor at the station we were seated at. It was really rude and weird, and Una asked politely if the person could come back when she wasn't with a customer. (Nice work Una I thought!)

THEN

In the background all the sales assistants were having a big old chat about boys, it was at the end of the day - so they were just waiting to go home I guess. They were bloody rowdy though, not hushed tones, looooud chatting so it was hard for Una and I to converse.

THEN

At the till a more experienced Till Assistant showed Una how to put my transaction through but in a really cold way. Not really teaching, just telling her what to press and when. It was uncomfortable. And it wasn't a good tutorial as well because they screwed up my card payment so I had to pay some cash.

THEN

The manager reminded Una to see her in his office before she left in front of us. This made my blood run cold. Oh PLEASE don't sack her. I thought. :'(

THEN

I left.

Confusing huh?

How would YOU have reacted?





What do the discrepancies in levels of service say about the store?

Would you go back for the good service despite the bad?