To think that they can’t refuse to refund me

[Sashkin]

We changed a lock last week and needed extra keys for DM, NDN etc. SO I went to our local key cutting place, Timpson’s (Dog Kennel Hill branch, SE5) to get some made yesterday.

They didn’t fit in the lock. I took them back in the afternoon and they re-cut them. Same problem. So DH went back this morning with the keys and receipt and asked for a refund. The guy was really aggressive, and said it was nothing to do with him because he hadn’t been at work the previous day.

DH said he never said it was the guy’s fault, but he still needed a refund. Man in shop then says his card reader isn’t working. DH says fine I’ll have cash then. Man in shop then blows up, comes out from behind the counter and says he doesn’t like DH’s attitude, to get out of his shop and not come back.

We’ve had the keys cut elsewhere (worked fine first time). Won’t be going back to Timpsons (and I’ve spent plenty in that branch on dry cleaning etc over the years). I’ll dispute the transaction on my credit card because I’m not going back in there to be physically threatened by some power-mad arsehole.

Is this people’s general experience of Timpsons, or is it just Dog Kennel Hill branch? The woman in the nice key cutters just nodded and said “Was that at Timpsons” when I told her the story so obviously infamous locally...

*weren't hiring

Vulva there is zero chance he came across as threatening, he’s not remotely aggressive. He can be a bit sarky, but he is pretty self-aware and says that in this particular instance it all escalated before he had any opportunity to be an arsehole himself. He barely had a chance to speak before the guy was coming round the counter at him.

Looking After Looked After Children by Timpson
www.timpson.co.uk/looking-after-looked-after-children.html
Looking After Looked After Children by John Timpson How foster carers and adoptive parents can make the most of the help they can get from teachers and ...

www.amazon.co.uk/guide-Attachment-John-Timpson/dp/0955938023?tag=mumsnetforum-21

i went to Timpsons with a caravan key said they could do it but would have to get the key in would be £25 per key said i would think about it someone told me somewhere else to go and they charged me £8

I’ve always had excellent service from Timpsons so I would suggest you contact the head office and let them know.

Don’t think your DH did anything wrong.

I took some boots in to be re heeled. Went back couple of days later (was told 24 hours), no sign of my boots.

After a search they found them under the counter, they hadn’t been put on the rack to be done. I asked how quickly they could be done as I needed them in a couple of days time and got screamed at by the bloke behind the counter.

I got a refund and haven’t been back since.

One individual working at what is deemed the lower end job in a large retail company does not represent the company as a whole. Hes clearly someone with an attitude problem who's not paid enough to keep his shit attitude in check. Thats why you should just complain to his manager or call up customer services surely?

Timpsons will always refund in your case (happened to me and they refunded without batting an eyelid). Its just this individual being a proper tit for no reason.

The Timpsons themselves have (or had) a fabulous policy of hiring, fostering, a real good for society approach, but I won’t let them touch my shoes after two of their staff on two separate occasions destroyed pairs and I have totally given up on them and keys. I tried to have the last set re cut once and then went back again and got my money back. The guy in the store was extremely rude and said he’d re cut as often as I needed but I said I didn’t have the time to keep coming back, and I had DD2 with me, otherwise I think he’d have tried harder to persuade me otherwise. I went to our slightly less convenient local independent place where in 12 years I’ve never had to go back for a re cut.

I’d contact the head office and just avoid them in future OP.

I headed into Timpsons a couple of weeks ago when I realised the heeled shoes I was wearing needed new rubber tips and the chap did it there and then for me whilst I waited in my bare feet! He was lovely, very chatty and I was delighted with the service. Sorry you had a crap experience but, if pp are right, then I'd definitely contact HO to let them know.

We had a similar issue, wanted a spare key for our property, went in to Timpsons in our local Tesco to get one cut. Four trips later, I didn't even bother going back to get a refund because it was costing more in petrol than it was worth, because they kept insisting on recutting.

I would contact head office in your position, it sounds like others have had good results. Can't hurt to try.

Afaik Timpsons take customer service very seriously.

Snort.

Some people working for some Timpsons franchises take customer services seriously; others don't. If the OP complains to Timpsons head office I suspect he'll be told to take it up with the franchisee (this is the experience I had with Spar when complaining about fraud by a shop manager). Her husband will probably have to go to the small claims court to get his money back, but they should report the shop to Southwark Trading Standards first.

I went into a Timpsons about a year ago for the first time in about 30 years. I'd forgotten how rude their staff tend to be (and how expensive their wares are, which is probably why they don't display prices for anything).

On a purely commercial level I'm not a massive fan of Timpsons. I can get keys cut more cheaply (£3.50) and efficiently by nearby independent hardware shop. Who don't charge £5 for one, get 3 for £10 (none of which actually work). Or a lifetime replacement guarantee on a watch battery, but only if you don't lose the receipt. As if you're going to keep a receipt in your bag for 3-5 years. And then be handy for a branch of Timpson when it does run out. And who don't throw a hissy fit because I brought a pair of boots in for new heels and soles and then couldn't find receipt when I came to collect. I offered to go back home and double check. Mr Timpson Bloke did massive eye-rolling burning martyr and started chucking every single bag of repaired shoes onto the floor of the workshop after elaborately checking each attached receipt ticket. I was continuing to say 'no no don't worry' while queue behind me were getting shifty worried and embarrassed.

News to me about Timpson making a positive effort to employ ex offenders and fair play to them. But I'm frankly not interested in the past of the people who are providing a service at any given time. I just want my job done as fast and efficiently as possible. Thanks.

Another one praising Timpsons customer service - had a problem branch eventually sorted it but recommended I speak to head office because of the hassle I’d had, head office very pleasant and offered a refund even though the problem had been sorted.
Have been a loyal customer ever since and no further problems

if you've got a franchise that's nationawide surely there will be asswhole all over the place.mcdonalds.tesco.the nhs! there can be people in all works who just shoudjnt be in their roles.
so its this particular instance that needs addressing and I think in this case you are within ur right to complain and get that refund

Went into a Timpsons for a new watch battery. They wanted £24. I declined and asked why it was so much. The bloke looked at me and said it was because it was an expensive watch (it's a Tissot, which was €175 when we bought it). When I pointed out that normally watch batteries weren't gold plated, or charged for according to the value of the watch, he didn't like it.

The local jewellers where I live in Belgium put a new battery in , and charged €8.50!! They had sold me the watch in the first place.

You weren't physically threatened!

NHS is a franchise?

We have a timpsons in our Tesco, they cut my keys shit too, took it back three times then gave up and went to the local shoe repairer which I should have done anyway. Works beautifully, never go anywhere else now.

Definitely complain to head office,

Not sure what Mr Timpson being a foster parent has to do with getting poor service from one of his shops?

I took an ancient, much-loved pair of heeled boots to Timpson's a few months ago, as they were quite literally falling apart at the seams. I was quoted £60 for a full sole and heel replacement, as they were so knackered they had to be sent to their workshop.

2 days later, I get a call from the local branch, telling me the boots were ready for collection and it'd only be £30. They'd even been polished!

I may be lucky with our local branches, but I've lived all over the country and never had a single issue with Timpson's. I agree with PPs that you need to speak to their head office, as it's well known how hot John Timpson is on customer service. It can only go in your favour.

ive had keys not work there before and then the next one not work either etc. They were with patterned keys, but when i got a normal bronze key done it was fine. They always just did me another key.

I wont use them anymore unless i have to though, because im anoyed that most of the smaller shoe repairers locally are now out of business, and we have 3 timpsons, and they wont even do simple shoe repairs now such as re-soling or changing a zip. They can barely manage cutting a fucking key

Aparantly the machine that cuts keys has 2 sides and they need to be done on x side, but some don't know they need to turn it to side y

The last lot I had done at timpsons all worked beautifully

The keys cut in our local Timpsons tend not to work.

Also found one of the staff really annoying when I went to get a pair of boots re-heeled. He sort of tutted and told me off for letting them get so worn down. Ffs - just tell me if you can do the job!

OK I’ve emailed their head office, we'll see what the response is.

It’s a pity because we used to get all of our dry cleaning, alterations etc done there. But I’m not going back to be physically threatened (and the person saying DH wasn’t threatened, I’m not sure how else you would define somebody coming out from behind a counter and advancing on you while yelling at you to get out and not come back. It’s threatening).