topic Re: Waiting to be served in Discussions & Feedback

Waiting to be served

J-F — Mon, 25 Feb 2019 18:07:38 GMT

Like a good O2 customer I arranged my upgrade online, choosing to collect my new phone in store. I was very unhappy therefore to have to stand waiting for nearly twenty minutes while the four shop assistants served seated customers.

I understand that in-store transactions often take time and that it's important that customers don't feel rushed when being served. But if I go to other retailers, they have a click-and-collect point which is always available to people. Why is there no click and collect in store? Collecting my new phone took less than five minutes so why did I have to stand there for twenty?

What is O2's policy on serving customers in store.

Re: Waiting to be served

Cleoriff — Mon, 25 Feb 2019 18:13:54 GMT

@J-F

I'm not sure what O2's policy is instore. I've never had any issue with my local store, there again I've never had a click and collect order

I suppose like anything it will depend how busy they are. Monday would be one of their most hectic days I imagine.

I will mention the community managers here and they can feedback your comments.

@Marjo @Martin-O2 @EmilieT.

Re: Waiting to be served

Bambino — Mon, 25 Feb 2019 18:56:55 GMT

Most O2 stores aren't large enough to have a dedicated click and collect area, at least not the ones I've been in. They probably don't do enough business that way anyway to warrant an area for that.

Re: Waiting to be served

Anonymous — Mon, 25 Feb 2019 19:17:30 GMT

It’s not actually unusual for this to happen. I’ve had to wait myself to be seen to when purchasing a new device or seen people waiting for a seat & staff member to attend to them

Re: Waiting to be served

jonsie — Mon, 25 Feb 2019 20:00:42 GMT

What would you have the assistants do, leave the customers they are with to attend to you? i would be pretty angry if I was purchasing a phone and the salesman left me to deal with a click/collect customer. There is no policy in place for that to happen thankfully. Don't forget that these staff get commission on sales, they earn nothing from any customer purchasing online. I personally, would not expect preferential treatment purely because I had the foresight to order online.

Re: Waiting to be served

Anonymous — Mon, 25 Feb 2019 22:06:04 GMT

Also they have tablets & take your details & requirements down if there is a queue so when there is a space available then you will be guaranteed to be seen