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Boots mystery shop. Date selected by UK Mystery shop: 25.07.16 Date of store visit: 08.08.16 Store name: Boots, Arena Shopping Park Coventry. Time 14:30 I decide that I would go to a Boots store that I had not visited before so that I could get a new experience for this shop. I used the store locator section on Boots website, on my phone, to find all the stores near to me. I found this very easy to use and easily found the postcode to put into my sat nav.
I had decided before I set off that I wanted to do a shop to top up on our usual basics with an open mind to try new products. I thought that this would give me a better overall experience of the store as I would be visiting all of the departments. As I entered the retail park I spotted the Boots store easily as there was a large overhead sign. I drove toward the store to find a parking space, there were lots available but to my frustration there were no parent and child spaces at all near this store. As I was preparing to do a large shop with a small child I went toward the store to look for a trolley. With this being a large store I assumed that there would be one but their trolley area was empty. I poked my head in the store as the basket stand outside was nearly empty and could only see a few more baskets inside which would not have be suitable for me on this occasion. Annoyingly I then had to walk to Tesco to get a trolley from there instead. We actually did a quick shop in Tesco whilst we were there, this could possibly have lost Boots money if I didn’t need to do this shop.
We went back to the Boots store. The outside was very clean and tidy with no litter at all. The store opening times were visible and the entrance was free of obstructions. There was a charity stall outside and the man was asking for donations to passing shoppers, this personally annoys me and I would avoid a store where charity people were actively stopping people. We entered the store and headed straight to the back to the baby department. I could see this from the ceiling navigation. I saw that the baby wipes we usually use were on offer two for £20. The store only had one box out on the shelf so I went to look for someone to help me. This took a while but I eventually found a lady (Lucy S) filling the shelves who was very helpful, smiled, was polite and came back quickly with my item. She also asked me if I needed anything else, which I replied no thank you. I then browsed the baby section which I found quite untidy with a few things on the floor. I browsed the clothing section and noticed a sale area that was very untidy so we moved on rather than having a look. I then noticed an offer to get a free toothbrush if you brought Boots own brand toothpaste which I selected. Lucky for me it was the last one on the shelf.
I then headed over to the toiletries section where my son noticed a ball with ‘Dory’ on. There was a clear offer of a free beach ball if you brought sun cream. We didn’t need any sun cream but this was full and nicely displayed in the aisle. We went down the Toothpaste aisle and I noticed a great offer to buy two ‘colgate max white’ toothpaste for £5, this offer was fantastic and we have wanted to try this so I got two. I then browsed the other colgate products and selected a toothbrush that was also on offer. We then went down the soap and shampoo aisle to look for ‘sanex’ shower wash, something that we use regularly. I found this easily as it was on offer at ½ price and on the top shelf. This is obviously a great offer and the shelves were empty apart from one style. I glanced around and noticed that there were more a little further down the aisle, it seemed funny that they were not together. I selected two for me from a good selection available and one for my son, a bath foam for children that we had not used before. There were lots of shower gels available and the offers were very clear.
We then went to the make-up department to look for my usual face wipes that are Boots own brand. They were on offer too three for £3 but there was only one packet left. I know that these are usually displayed at the till area too so we went over to see if I could find more. I could see them but this was also when I noticed the queue! I couldn’t get to the face wipes as the queue was so long. There was one lady behind the till and she kept ringing the bell for help but no one came. Nearing the end of our shop I decide to come back rather than wait. We were in the No:7 section and I noticed a ‘free gift offer’ it was very clear as to what the offer was, buy two products to receive a free gift. This section was very busy but that was due to the fact that there was another till available here not that people were browsing the products. I could not get the trolley round this section so I just grabbed my usual foundation and mascara. I would have liked to have browsed here and maybe speak to a consultant but I just couldn’t.
We then joined the queue. No one had come to help the lady who was still there alone. I counted 20 people in the queue in front of me, some were in groups of two or three but I was very off putting. If I was just popping in for a few bits or for some food I would have just put my things down and left. Eventually someone else came to the till, the lady who had helped me before (Lucy S). I queued for 7 minutes which I think is unacceptable. The lady served me quickly and was polite and smiled. She made brief conversation and did not ask if I needed a bag but did ask if I had a Boots advantage card which I gave to her. She handed me my receipt but did not tell he how many points I have on my card. This is something that Boots usually do after a transaction. The Lady then said to her colleague ‘I need to go’ and left the till after serving me. I was quite surprised as there were still around 6 people behind me in the queue. I decided to go and look to see how many staff I could see on the floor. There was one lady behind the till, one lady in the No:7 area on the till, one man in the perfume area and one man in the pharmacy. I feel like this is no way near enough staff for the size of this shop. If someone had needed help at this point there would not have been anyone to ask.
Overall the store was laid out clearly, free of litter, clean and it was easy to find things and to move around. This made an easy and enjoyable shopping experience. There were lots of offers available and they were very clear and easy to understand. The till let down the shopping experience for me. I would rate todays shop a 3 out of 5. My reasons for this are because there were no trolleys available, there were not enough staff and because I had to wait so long at the till. I was very happy that I could get all the products that I needed at great prices and great quality. I would like to Thank UK Mystery shopper for this opportunity, I will be offering my service again in the future.
I was lucky enough to be chosen to complete a mystery shop for Mothercare on 23/03/17. My vouchers were extremely quick in arriving on the 25/03/17. I visited the Swansea park tawe retail park Mothercare store at approximately 01:30pm on Sunday 26/03/17. There was a very large car park free of charge directly outside the shop which was fantastic. On arriving in the car park I looked up at the store and my initial thought was that sign could do with a good clean. There was no litter or graffiti outside the store but the sign did make it look grubby. However, as soon as I walked through the doors my opinion quickly changed. The store is huge, over 2 floors and inside looks immaculate. Every item was in it’s correct place. The store seemed to have a good layout starting with the baby section working it’s way back to the toddler clothing with the prams at the back and maternity wear and furniture upstairs. I browsed through all of these sections easily as there was plenty of space in between rails.
There was only 3 other customers in the store with me with 4 visible staff members. I continued around the store and stood by the sterilisers and baby bottles for approximately 7 minutes. I was quite disappointed that no staff member approached me at this point to ask if I needed help. I then asked a member of staff can they tell me where the cot sheets were, the store assistant pointed to the front of the store and said “they’re on the wall over there” again I was quite disappointed that the store assistant didn’t take me to the product and ask me if there was anything else I needed help with as she didn’t seem busy with anything else. At the front of the store I completed my browsing and came across some items on sale. If I had not picked the items up I would not have known they were on sale, the only reason I knew was because there was a red sticker on the items. It would have been nice to see a clearance sign on top of these items. I then proceeded to the till where there was one store assistant working (Katie) who was already serving another customer. It seemed that she was ordering an item for the customer online as it wasn’t in store which was nice to see. Another store assistant noticed that I was waiting and there was also another customer behind me so she came straight over to serve me, I was waiting around 3 minutes.
The store assistant (Emily) smiled as I approached her and asked if I wanted a bag. She packed my shopping for me whilst she scanned them. There was no chat as she was scanning my items but she seemed friendly. She had some trouble scanning my vouchers through so asked Katie for help. Katie said excuse me to her customers and came to assist which was nice. Emily then asked for my e-mail address which I gave her but she didn’t tell me what for. I asked her “is that to send me my receipt” which she just replied with “yes”. I left the store with her saying goodbye. Overall my experience was good. The shop was a very good size and was extremely clean, customer service was average. I spent £126 in total and had a large bag of items for this. I believe the items were very good value for money.
Thank you for selecting me to be a mystery shopper for Toys R Us. I chose my local Toys R Us in Bolton on Saturday 26th November at lunch time to do my mystery shop and took my partner and 2 year little boy along too. We went by taxi. Upon approaching the car park I noticed there were lots car parking spaces, most of which were taken so I took this as indication that inside the store was going to be very busy too. As we got out of the taxi there was a member of staff who was going round the car park collecting trolleys that had been left lying around, she had collected quite a few and was managing them well so looked like she was used to collecting them up regularly.
In the window were huge signs with Black Friday offers and big colourful half price signs. I also noticed there was no litter anywhere in sight but there was 2 big bins outside the store. As we entered the store there was customer service desk and then we turned right and then entered into the main part of the store where all the toys were, my little boys eyes lit up! I immediately saw 2 members of staff replenishing stock on shelves. As I was walking around the store I noticed it was very tidy considering how busy it was. The layout of the store was good, and the isles where wide enough for prams and wheelchairs.
The labelling was very clear also and if there was an offer on then there was an extra label which was pretty bright so you couldn't miss it! We browsed up and down and came to the sit in cars so my little boy decided to have a play in them all for a while, he loved them. My partner tried to get him to sit on a small bike too but he wouldn't lol. We spent about an hour in store browsing and my son was playing with the interactive toys that were set up and he was playing with the cars too. I didn't see one piece of litter on the floor, and I only saw one toy on the floor which I think was left there by a child after they had been playing with it. Also my little boy needed the loo so my partner took him and when he came back he said they have tiny little urinals for little learners that made me smile!
While my little one was in the loo I asked for help to find bing bunny toys as it's his favourite cartoon, I was pointed in a direction but not given clear directions but I found them eventually and found a cute bing phone and then went on to pick up a George pig too! When it was time to go to the tills there was only one lady in front of us and we didn't have to wait long. The lady on till was very nice and didn't rush us like some shops do. We was in the store a little over an hour and feel our experience was very pleasant. The store was welcoming and child friendly and even though it was very busy it wasn't left untidy. There was always a member of staff around if you needed one and there was no litter to be seen anywhere. I would rate my experience 5/5 and I'm certain my little boy would love to go back!