Yesterday at Fossil, we learned that the customer is there to serve the sales team rather than the other way around. With such good merchandise available, it is disappointing that the staff are not up to the standard you would expect in such a store. We recognize that Boxing week is extremely busy and customers will have to exercise patience. But... ten minutes standing waiting for someone to find an item in the back? Then to be directed to another line for the cash? Only two cash open? No clear process for lining up, so when my wife got to the cash she was waiting for, after another 10 to 15 minute wait, she was directed to go to the end of the line on the other side? Waiting in line the cash got deadlocked while one cashier tried to sort out a price adjustment on someone's receipts and the other cashier was trying to clarify something else for a customer - each causing a huge line as no one moved for a good ten minutes???? And then, having bought a watch, another line up to get it sized?
When we spoke to a salesperson about our concerns, she denied having seen my wife in line behind the person getting the price adjustment - or apparently, the gentleman in line behind my wife - I would think that simple customer awareness would be a good quality for staff to have; or maybe some sign to indicate the process for the cash. Or more cash open? Never did we get an apology other than from the first person who kept us waiting - at least an acknowledgement of our inconvenience. The other staff seemed more interested in justifying and denying any fault while delaying others further.
Alas, we ended up leaving with nothing - just a lot of frustration. If you are going to this store be prepared to wait, wait, wait and wait some more - and apparently, the staff don't really care that you are waiting... because you are there to serve them. read more