To be so angry with the British high street?

[peoniesarejustperfect]

Went sales shopping yesterday with my elderly Mother yesterday. We went to an 'affluent' city in the south east. We always go shopping after Christmas and it's a bit of a tradition and we normally really enjoy it. Yesterday was just so depressing - it made me fizz with anger. I hardly know where to start!!

The shops were just horrible - full of badly merchandised sales stuff which looked totally uninviting.

In several of the shops we went into there were no staff on the shop floor - we wanted to ask where different departments were (to save Mum walking too much), but no one to ask and poor signage.

In House of Fraser (one of the stores which is remaining open) we waited for 25 mins in the luggage department for a member of staff - there was no one there to help - no tape measure, no useful signs about cabin luggage allowances and no one to take any cash. We hung around for ages with two other families - no chairs to sit on, we just stood around. After a while we all gave up. The same in lingerie - no staff on duty. We had lunch there, which was really nice, but the restaurant loos were closed for cleaning when we went in at 12:15. What restaurant shuts its loos at lunchtime??? They suggested we left the restaurant and 'popped down' two floors to use another loo.

The British high street keep moaning but really, why on earth would anyone want to shop there? Why do they deserve our hard earned cash? It's incredibly expensive to park and the retailers don't seem very keen on keeping customers happy - let alone delighting them! There's not enough staff and with some notable exceptions, many of them are poorly trained - it all seems a bit of an effort for them.

Last Christmas we went to the US. I know it's different in America, but every morning in Macy's, when the doors open, a group of staff clap the shoppers in. We couldn't get over this and asked a sales assistant about it - she told us it's an honour to be picked - to welcome customers, look them in the eye and say thanks for coming. US retail is facing similar challenges, but what a different response. Helpful staff directing you to places, gorgeous merchandising, seats everywhere and staff trained to sell.

Anyone else fed up with the high street?

Are you talking about the Oracle OP?

If you are then what you experienced was the exception not the norm.

I too am always polite but do not always get treated that way in return unfortunately. One of the best places for great customer service is Morrisons and also Waitrose. I think they train their staff well. I find clothes shops generally quite poor.

Star I absolutely agree. Yet, I feel on a mission to do so. If the HS declines further I really want to have done my bit. I’m not a zealot, I shop online with the best of them, but I do want to have my cake so...

Where I am I think it's the local coucil who are killing the high street themselves. Street parking is so restricted 90 minutes maximum and it's in short supply. Even if you manage to find a spot, theres not enough time to have good look in the shops and stop and have a bit of lunch or a cup of tea even. The car parks are rammed full and expensive and a real money maker for the council.
I've taken to driving over one town where a private company owns a small shopping centre with tons of parking, three hours free then you pay on the way out, so no going over your time and having a ticket from the parking attendants. Not as much choice in shops, no big anchor stores, but clean, and even if bit run down. Workers are pretty nornal, hit and miss nice or grumpy, but thats life.

I noticed a lack of staff in shops on the run up to Christmas as well. Don't they employ seasonal temps anymore? I worked at Argos for two Xmas's on the trot doing this years ago, they'd take on about 15-20 extra people and it was still mad busy! God knows how they manage now with fewer staff?

Boots and Debenhams are the one she that really stand out. Two people on a till in Boots in December, queaue half away across the store, lots of huffing and puffing and sighing from frustrated customers. Staff ringing the bell for help but no one coming. Just awful service. Not the staffs fault, obviously, but there's something wrong further ho the chain clearly.

I find the most helpful staff to be in Morrisons and Aldi. Aldi especially actually, they pay their staff well and it shows.

There are retailers who have responded to the online threat and turned things around eg Waterstones and HMV.

HMV are on the verge of going into administration for the second time so I don't think they have turned it around that much.

Actually, the most friendly staff I've met lately were in a branch of Toolstation.
They seemed to really enjoy their job, were knowledgeable and really friendly and chatty.

I would now rather go there, even if I pay slightly more, than traipse around B&Q where the staff very rarely know anything about their products.

At the time, I sent an email to Toolstation's head office praising the branch, and asking that my thanks be passed on.

I think that because I will complain when I'm unhappy that I should also praise where praise is due, and I hope it's useful to the company in question.

I find most people pleasant enough as I give out (mostly!) a friendly vibe myself. But you can see how some perfectly nice staff are left a bit clueless through lack of training and hence confidence.

One thing I have noticed is how cool some people who are running their own small shops are. They don't last, surprise, surprise. It's not about ridiculous expections imo, Waterstones are getting it right as mentioned on this thread imo and in the face of Amazon. I do try to buy from there now and this thread has shown me it's not just my nearest branch.

High street service is comedy bad.

That's the big reason why bricks 'n' mortar shops are failing. Shopping online should be more of a trial, because you can't ask questions and the product isn't there. But thanks to shitty staff IRL, you're better off with a lone pic on your computer than you are with them. Retail has always been badly paid because it's unskilled, but loads of jobs are paid NMW and expect a human being to turn up.

@Frouby I worked in hotels for over ten years, and have done the obligatory working on Christmas Day several times, and yes I was as polite to customers as any other day, but I'm not a robot, I still would have preferred to be with my family! Were you not the same when you worked in hospitality?
The shit that people in retail/hospitality/hospital staff have to put up with over Christmas is a joke as it is, especially with the decline of staff, so maybe cut them some slack instead of generalising that they should all be falling over themselves to kiss customers behinds.

I'm not by the way excusing people who are unnecessarily rude.

“every morning in Macy's, when the doors open, a group of staff clap the shoppers in“

That’s revolting! Do you value people being that servile to you in order to grasp your cash. I have to tell you the notion of being clapped into a shop makes me feel...dirty.

If customers do all of their major spending on Amazon and then expect to be entertained over Christmas when they might buy one or two things in the sales you can surely see that it is unsustainable.

This. I get pissed off with people who say they love X brand but only buy in the sale then are annoyed when the shop closes. Brands can't sell everything for no margin unless they sell massive volumes like Primark.

"The shit that people in retail/hospitality/hospital staff have to put up with over Christmas is a joke as it is, especially with the decline of staff, so maybe cut them some slack instead of generalising that they should all be falling over themselves to kiss customers behinds."

This ^^
When DD was working she came across an awful lot of misogyny from customers who regularly walked past the sales girls to ask one of the male sales assistants for help, even if the only male in the shop was working the till.

I know I will be flamed here, but they were nearly all Asians who displayed this behaviour. Sorry.

When I was in Aldi recently I mentioned at the checkout that I was feeling ill because I had a cold. The assistant asked if I wanted help packing and taking my shopping to the car. I declined but I thought it was fantastic customer service.

I've also stopped shopping in Tesco because their service is awful. The last few times I've been there, I've been completely ignored whilst at the tills. Not even a hello, and ignored my hello to them because they were too busy talking to the cashier next to them.
I'm always polite and friendly, so I do expect that back.

I find specialist shops tend to have the better service and the nicer experience.

I find the staff at all our local supermarkets helpful.

There were no useful signs about cabin luggage allowances

Why on earth would you expect that?!** 😂😂

Because otherwise how do you know if you are buying a carry on size or not . When I bought mine from a local market stall the chap explained the different sizes and which one I needed so that it could be acceptable as a carry on case. As I hadn't flown for 7 years this was incredibly helpful.

I do a significant proportion of my shopping online. There are various reasons but mainly choice, price and convenience. We live in quite a rural area, nearest town is relatively small and although has the usual high street shops they do have limited stock/range and I often cannot get what I want. In addition, the shops are often chaotic, poorly laid out and in some cases not particularly clean. Parking is a pain, and can be expensive. All in all, it's not a particularly enjoyable experience and if, at the end of all that, you can't get what you want it shouldn't be a surprise to anyone working in retail that consumers will choose to use online where they can easily compare prices, get what they want and have it delivered at their convenience.

The shops I do make an effort to go into town for, therefore, have to be worth my while. There are a few- local outdoor/ski shop is independent and staff are knowledgeable and extremely helpful. If they don't have something they think will work in, they will usually get it in quite quickly- and call to let me know. Likewise for butcher, baker and the deli. There is a wonderful art gallery and also a hardware/iron monger (really old fashioned but an absolute aladin's cave). So, I make an effort and put up with the parking situation etc for these shops but for more routine "high street" stuff like clothes I do buy online.

I work in a customer based job myself so I am always always polite and friendly to staff. I'm.patient . I don't huff and puff in the queue etc

I know customers can be rude in fact so rude at times it now feels wrong when there's a day in not told I hope the shop burns down or I'm a druggie or to fuck off bitch.

I don't expect people to kiss my arse.they aren't lower than me .

It however would just be nice if they didn't pounce at the door.

Were actually behind the counter to serve

Someone came when the poor till staff pressed the buzzer/light and not leave them.high and dry, and they didn't try and flog me shit at the till .

the thing is we’ve created this. We shopped on Amazon and ASOS so the high street needed to cut costs to compete. Staff are always the first thing to go

Exactly this.

Your expectations were sky high though OP. I'm not sure the British high street ever delivered the kind of service you were looking for.

Argos has the right idea. You can click and collect for the next day, they keep their stores open by being mainly a warehouse with a shop front. They saw the future.

I avoid town it smells, the shops are filthy, there’s a chugger in every corner and a bookies and charity shops and pawn shop in between every actual shop. Car parking is overpriced too. I pay more to actually avoid town.

The only good CS experience I've had recently was in Waterstones. The rest have been all rubbish, even John Lewis, who are normally fine. I went for a facial at their Elemis concession a few days ago, and the lady took so long to work out how the machine worked that it used up 10 minutes of my appointment. No apologies.

HoF in Reading is like a jumble sale now. I did manage to find a couple of things yesterday, but finding an assistant to actually open a changing room was a bigger challenge. If you cannot try clothes in clean changing rooms, you might just as well shop online.

I used to love shopping but I'm feeling less and less inspired every day.

A customer told me in the shop i work in that she doesn't usually shop in (insert shop name) but she would do from now on as i had been so helpful and friendly

I am bloody helpful and friendly...and its a nice store in a chain that prides itself on its customer service

I work in a Tesco's Express. I'm usually on the till. I always say hello and engage with the customer. It's not very good money and can be stressful at times. The Manager is rarely seen and is useless.
Things don't get done, I get told different things by different shift supervisors.

But, from the other side of the coin, some customers are obnoxious! Talking on their phone at the till , speak very little English so kind of grunt at you. Some never say please or thank you. We do have a lot of lovely customers too. Always polite and chatty. Retail isn't great to work in , esp the hours. We had nothing from Tescos not even a card. No money towards a Christmas do. I think we all feel undervalued.
I can see why people prefer shopping online to be honest!