Hi there, sorry that you think our approach is under hand - that really isn't our intention. As a rule, unless it's something we can cover off in one or two posts, we prefer to take it offline. Not everyone likes to discuss their issues openly and we can get into data protection/privacy issues. Plus, cases are often quite complex when it comes to engines or other motoring issues and you end up with a very long thread. That said, we take your feedback on board and if you don't want us to post to your users, we won't do so in future.Admin said:
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Cuffy/Skill - Stafford customer service thread - Stafford retailers reports.
- Thread starter Sofa
- Start date
Wormella
Well-Known Forumite
Cuffy for Westside - We called them to pick us up from our house to get a train, since we had bags and stuff - they miss hear me, drive past 4 times, when I phone to ask where they were (past the stated 10 mins) , repeat the house number and he saysd oh, we had 110 down, when I said there wasn´t 110 Oxford Gardens he went "yeah, I know that now" and then blamed me for saying the wrong address...
All of this meant we missed our preferred train...
All of this meant we missed our preferred train...
Toble
Well-Known Forumite
When was this? Cos in the last week I've personally taken calls from 3 people claiming to live at 110 Oxford Gardens. 2 turned out to actually be at 110 Corporation Street (like they even sound similar!), and the other one was probably you.Wormella said:
If you spoke to a thick northern sounding idiot, then it was me. So its my fault, and I can only apologise.
speak65
Well-Known Forumite
I too was contacted privately and had the same opinion about giving my phone number to heaven knows who.Admin said:Thanks for posting this, phildo. For a business to sign-up to a forum just to send PMs to users, without interacting with the community at large is quite underhand! If there are customer service issues to address, one would have thought (if they intended to do it properly) that they would take the opportunity to answer questions publicly, and thus reap the benefits of any positive solutions they should then provide.phildo said:
Look at Chambers, for instance. Their thread was quite negative for a time, and had some poor experiences posted. However, amongst others, their chief chef took the time to register here and post direct responses to people's questions & concerns, and since then there have been many positive reports. The same with the Water Mill.
Come on KwikFit; take the time to do the honourable thing, and earn yourself some Brownie-points in the process.
speak65
Well-Known Forumite
Skill to staff at Stafford Hospital.
I do feel utmost sympathy to anyone who has suffered there in the bad times, but if the experience I had yesterday was anything to go by, things have really changed.
I was there with elderly mum with severe dementia, who had fallen and had concussion.
The treatment from all was courteous, professional and sympathetic, even during mum's occasional verbal assaults! Her attending nurse Donna was a star and an example to all in the caring professions.
Biggest ever possible cuffy to Maple Lodge Nursing home, who upon mum's fall 4 days ago, left a message on home answerphone (which we never listen to), didnt bother trying my mobile, nor any other relative that they have contact numbers for, and dont think it strange that no-one calls them back.
Also to leave an elderly lady whose fall was so serious that she has 2 black eyes and her face is badly bruised, and who has been constantly sleepy, unsteady and exceptionally confused since the fall, 4 further days after the inital medical intervention, before calling the GP back in and actually bothering to call my mobile to inform me.
I do feel utmost sympathy to anyone who has suffered there in the bad times, but if the experience I had yesterday was anything to go by, things have really changed.
I was there with elderly mum with severe dementia, who had fallen and had concussion.
The treatment from all was courteous, professional and sympathetic, even during mum's occasional verbal assaults! Her attending nurse Donna was a star and an example to all in the caring professions.
Biggest ever possible cuffy to Maple Lodge Nursing home, who upon mum's fall 4 days ago, left a message on home answerphone (which we never listen to), didnt bother trying my mobile, nor any other relative that they have contact numbers for, and dont think it strange that no-one calls them back.
Also to leave an elderly lady whose fall was so serious that she has 2 black eyes and her face is badly bruised, and who has been constantly sleepy, unsteady and exceptionally confused since the fall, 4 further days after the inital medical intervention, before calling the GP back in and actually bothering to call my mobile to inform me.
My Name is URL
Well-Known Forumite
Is it just me that thinks you are being a bit harsh with that comment....? Ok so they could have done more but its hardly their fault you never listen to your answerphone.speak65 said:
Why don't you switch it off if you don't use it then they might have tried another number for you.
Hope your mum gets better soon anyway.
speak65
Well-Known Forumite
I can understand you possibly thinking it harsh, but the number they are always told to contact is my mobile. When the GP said it was a potential life threatening situation yesterday, that was the number they called, so they are perfectly aware of it. Surely many working people are more easily contacted on their mobiles, so basic common sense surely would be to try a mobile number if there is no answer on a home one.gk141054 said:
What if I had been on holiday for a fortnight or longer?
They have about 6 contact numbers, and to try one with one attempt only is disgusting in my opinion.
Procedure for emergency situation at one organisation I have knowledge of with infants, is to call repeatedly at 10 minute intervals, until contact is made. When asked about their emergency contact procedure , they were not sure if they had one!!! This is Southern Cross, the largest (I believe) care provider in the country!
To have left her 4 days without further medical attention, and without making any further attempts at contact is appalling in my view.
My mother was unattended in the garden, and could have been unconsicous for some time without anyone knowing.
Fortunately it was on their premises, as a few weeks earlier, she was found wandering up the road, outside of their "secure" environment. And some weeks before that found on an impromptu visit by my daughter in the middle of the day in urnine soaked nightwear. And £600 a week is paid for this "care".
Unfortunatley because we self-fund, social services will not get involved.
We are hopefully very soon going to be able to move her to a far better care home, but these places are much in demand and we have been waiting for over a year.
Toble
Well-Known Forumite
Don't bloody start me on nursing homes.
My adopted mum is one up north. I'm 3 on the emergency contact list (living about 80 miles away), but they frequently ignored the first 2 contacts (my sister who lives within line-of sight, and my adopted dad who lived 50 yards further away than my sis) and rang me for things.
Like the time she fell and broke her wrist. They rang me but couldn't be arsed calling for an ambulance, as they wanted me to take her to hospital. So I had to ring the sis, whose driveway is directly opposite the entrance to the home.
My adopted dad has moved in to the same place this week. But they can't share a room. They're actually at opposite ends of the building. For a couple that have been married for 61 years and only separated for the 14 months that Mary has been in the home, this is taking the piss.
My adopted mum is one up north. I'm 3 on the emergency contact list (living about 80 miles away), but they frequently ignored the first 2 contacts (my sister who lives within line-of sight, and my adopted dad who lived 50 yards further away than my sis) and rang me for things.
Like the time she fell and broke her wrist. They rang me but couldn't be arsed calling for an ambulance, as they wanted me to take her to hospital. So I had to ring the sis, whose driveway is directly opposite the entrance to the home.
My adopted dad has moved in to the same place this week. But they can't share a room. They're actually at opposite ends of the building. For a couple that have been married for 61 years and only separated for the 14 months that Mary has been in the home, this is taking the piss.
cardigan29
Well-Known Forumite
Skill to Hill & Swift Ford Garage in Meaford, Stone.
Been using them for about 3 years now for servicing, repairs & MOTs on a Fiesta and a Mazda.
They are often a lot cheaper than Ford Bristol Street & Mazda Stafford (both of whom I do not rate on customer service or price level)
e.g. Hill & Swift were over £100 cheaper on the Mazda price for brake pads all round using the exact same pads.
Hill & Swift did make a mistake recently meaning I had a wasted trip, I did have a moan but was pleasantly surprised to find the eventual bill when they did the work reduced from £76 to £17 !
Been using them for about 3 years now for servicing, repairs & MOTs on a Fiesta and a Mazda.
They are often a lot cheaper than Ford Bristol Street & Mazda Stafford (both of whom I do not rate on customer service or price level)
e.g. Hill & Swift were over £100 cheaper on the Mazda price for brake pads all round using the exact same pads.
Hill & Swift did make a mistake recently meaning I had a wasted trip, I did have a moan but was pleasantly surprised to find the eventual bill when they did the work reduced from £76 to £17 !
halfmanhalfbrisket
Well-Known Forumite
Thanks cardigan for resurrecting a thread.. I could easily get carried away
I rarely get bothered about bad customer service.. mainly because I guess I'm so used to it.. but I'd say 70% of the time I go to Tesco I get a rather rude cashier.. particularly on the cigarette kiosk or when I'm purchasing a craft ale and they'll refuse to scan any shopping before I show them my driving licence. I know its a crap job, I used to be one, but actually being pleasant actually makes ones day goes better..
FYI, the other 30% of the time I'll use the self scan checkout.. and get better service from a machine!
Also.. Pie and Ale, major win.. lovely staff
I rarely get bothered about bad customer service.. mainly because I guess I'm so used to it.. but I'd say 70% of the time I go to Tesco I get a rather rude cashier.. particularly on the cigarette kiosk or when I'm purchasing a craft ale and they'll refuse to scan any shopping before I show them my driving licence. I know its a crap job, I used to be one, but actually being pleasant actually makes ones day goes better..
FYI, the other 30% of the time I'll use the self scan checkout.. and get better service from a machine!
Also.. Pie and Ale, major win.. lovely staff
Jade-clothing
Well-Known Forumite
I have a trio of Cuffy customer services to report -
Firstly the couriers Hermes - We had a parcel delivered to the office while we were out - they put a card through the door saying they had left the parcel behind the bin - there was no parcel behind the bin! There was no customer service number on the card and we can't find a contact number on their website - so we emailled them and was told that they cannot divulge any information about people who have sent the parcel so we must contact any retailers ourselves to find out who it was from and the retailer can then deal with Hermes to claim compensation. The only problem is we havent ordered anything that hasnt already been delivered and have no idea who the package is from. We have raised the issue with them 4 times now that other couriers we deal with do no leave packaging in places such as behind the bin without written consent to do so - as yet they havent addressed this issue and have sent us the same automated reply 4 times now!
Second cuffy customer service is BT - when we left the shop we cancelled our services with BT as there is already broadband included in the rent at the office and being internet only we dont really need a landline. 2 months since we cancelled and despite 8 phone calls or emails to BT we still havent received our final bill and in fact they have said due to an oversight they never cancelled our contract and are in fact still charging us! We have reported them to Ofcom today for being totally useless!
Thirdly - Sky. I moved in with my partner last year and still had several months to run on my Sky contract - I would have moved the package with me but my partner is already with Sky so I contacted Sky to see if they could move the contract into my grown up sons name as he was continuing to live in my old flat - they said they cannot transfer packages and I would have to continue to pay until the contract ended. My son moved out of the flat a few months later and I contacted them again to say no one was using the service at all now and could they at least downgrade the package until I had paid it off - they said I was on the basic package and even though they had upgraded the internet from the basic free internet you couldnt actually downgrade again. Several emails later and I finally get a phone call from customer services almost 2 months from when I first contacted them to say that I was actually able to cancel my phone and broadband at any time - it is the TV package you have to run until the end of contract and that they would cancel there and then and refund a whole £5 to my account!! A phone call and 3 emails later from me complaining that had they told me this when I first contacted them I would have been able to cancel phone and broadband there and then and save on 3 months payments and they finally agreed that as a good will gesture they would refund another £20 to my account and I know have just one payment left to make on the TV. Apart from the uselessness of their customer service all emails and online chats with Sky representatives are conducted with indian customer service reps quoting spiel from a manual - very annoying!
Firstly the couriers Hermes - We had a parcel delivered to the office while we were out - they put a card through the door saying they had left the parcel behind the bin - there was no parcel behind the bin! There was no customer service number on the card and we can't find a contact number on their website - so we emailled them and was told that they cannot divulge any information about people who have sent the parcel so we must contact any retailers ourselves to find out who it was from and the retailer can then deal with Hermes to claim compensation. The only problem is we havent ordered anything that hasnt already been delivered and have no idea who the package is from. We have raised the issue with them 4 times now that other couriers we deal with do no leave packaging in places such as behind the bin without written consent to do so - as yet they havent addressed this issue and have sent us the same automated reply 4 times now!
Second cuffy customer service is BT - when we left the shop we cancelled our services with BT as there is already broadband included in the rent at the office and being internet only we dont really need a landline. 2 months since we cancelled and despite 8 phone calls or emails to BT we still havent received our final bill and in fact they have said due to an oversight they never cancelled our contract and are in fact still charging us! We have reported them to Ofcom today for being totally useless!
Thirdly - Sky. I moved in with my partner last year and still had several months to run on my Sky contract - I would have moved the package with me but my partner is already with Sky so I contacted Sky to see if they could move the contract into my grown up sons name as he was continuing to live in my old flat - they said they cannot transfer packages and I would have to continue to pay until the contract ended. My son moved out of the flat a few months later and I contacted them again to say no one was using the service at all now and could they at least downgrade the package until I had paid it off - they said I was on the basic package and even though they had upgraded the internet from the basic free internet you couldnt actually downgrade again. Several emails later and I finally get a phone call from customer services almost 2 months from when I first contacted them to say that I was actually able to cancel my phone and broadband at any time - it is the TV package you have to run until the end of contract and that they would cancel there and then and refund a whole £5 to my account!! A phone call and 3 emails later from me complaining that had they told me this when I first contacted them I would have been able to cancel phone and broadband there and then and save on 3 months payments and they finally agreed that as a good will gesture they would refund another £20 to my account and I know have just one payment left to make on the TV. Apart from the uselessness of their customer service all emails and online chats with Sky representatives are conducted with indian customer service reps quoting spiel from a manual - very annoying!
henryscat
Well-Known Forumite
Black marks this week go to Tescos... Went in on Weds evening - no baskets (as usual) by the door. The baskets are almost opposite the customer service desk, so they could see there were none. Staff by the self service tills were standing around talking, next to a mountain of baskets that could have been returned to by the entrance..... I then found they'd stopped bloody selling what I went in for. Then called into the petrol station which was really busy, except all of the pumps seemed to have the diesel hoses out of use. Bit of a problem if you're in said diesel motor vehicle as you then have to extract yourself out of the place again. A "no diesel" notice might have been handy...
CRobo
Well-Known Forumite
Add another cuffy point to tesco for this one, always have to do a cheeky dive under the self checkouts to find a basketandy w said:
Also why is the exit gate thing on the opposite side now, bit inconvenient having to cut across everyone coming in if you've paid at the cig tills, not to mention the first time I went in after it had changed. Looked a right prat getting lost on the way out
That-Crazy-Rat-Lady
Well-Known Forumite
Cuffy for H Samuels - went into buy the other half a very nice watch for his birthday;
1. No one asked if I need any help when clearly I was looking to buy
2. When looking at 2 watches shop lady treated me like a criminal and just about let me hold watches
3. Dint explain to me the features of the watch, spec, water depth, etc just said 'yeah that ones nice' about the more expensive one
4. When buying watch it comes in a white box, box had dirty mark on it, she just tried to rub it off, thus making it worse, said she would get another box but just came back with same one she had wiped with a damp cloth- sent her to get another
5. Box faff over, had to ask her to clean watch, set time and date (why would you not do that automatically, why do I have to ask?)
6. When I got home realised she'd set the time wrong.
7. Had to take watch back to take links out, same lady, put links in upside-down.
Useless. I normally go to F H Hinds as there lovely in there. Wont be returning to Samuels.
1. No one asked if I need any help when clearly I was looking to buy
2. When looking at 2 watches shop lady treated me like a criminal and just about let me hold watches
3. Dint explain to me the features of the watch, spec, water depth, etc just said 'yeah that ones nice' about the more expensive one
4. When buying watch it comes in a white box, box had dirty mark on it, she just tried to rub it off, thus making it worse, said she would get another box but just came back with same one she had wiped with a damp cloth- sent her to get another
5. Box faff over, had to ask her to clean watch, set time and date (why would you not do that automatically, why do I have to ask?)
6. When I got home realised she'd set the time wrong.
7. Had to take watch back to take links out, same lady, put links in upside-down.
Useless. I normally go to F H Hinds as there lovely in there. Wont be returning to Samuels.
