May 2022 by Ben Stuart
My local The Works, a shop I like a lot. This one is inside a Co op and if both shops were good would be so handy as close by. I'll save Co op for another review but my experience of this The Works is not good like the others I have visited.Staff are not as friendly or helpful whenever I have been in, and seem more interested chatting to each other then customer service, you get the feeling your an inconvenience!This is only small as a store, but would be handy for reasonable books, games and stationery if the staff were better. The other day, I had a very rude lady questioning me and staring because I was taking photos of products, to show my partner so she could choose what she wanted. Because of her remarks I walked out and didn't buy anything at all. She seemed to want an argument. She was aloof and rude, and making out it was unusual to take photos. In 2022? Has she awakened from a deep slumber since 2006?She could have at least asked me politely if she was wondering instead of making out I was acting suspiciously. From speaking to the manager of the branch it was suggested she thought I might have been stealing. I don't think you should be making assumptions like that, and it erks me even more because two times I have been questionedrelating to stealing and I note its when I am in very casual clothes, and I feel its a bit of profilinggoing on, it never happens if I am in a suit, but that'snot how it should be!Although the branch manager listened to my complaint iver the phone, she was more defending her staff member and she made a number of incorrect points about taking photos in public which were incorrect and she should really know as a manager. If I had been a mystery shopper they would have failed easily, as they don't know how to deal properly with customer issues and customers.Was really shocked by the lady's rudeness, the majority of staff in Swindon shops are so lovely. Training is needed here. I'll come back if improvements are made, but there is one thing I want to state. Head office were helpful and properly listened and fair with comments, my complaint was accidentally passed on to an Area Manager in Wales who was absolutely lovely and still helped even though it was a long way from her area, and clearly got the problem and has said she will contact the Swindon area manager to look into it. I think The Works as a company is good, with good people working there in general but the Swindon one falls short massively at the moment! And the photos attached are the ones that caused the whole drama! Yes, staff member, people take photos for Google reviews too, better not tell her I'm a blogger otherwise it will blow her mind!
