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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.
On Monday the 24th of October I visited the newly opened Cath Kidson store in Chelmsford. I went with my daughter and as we walked into the shop we were greeted with a smile and ‘hello’ by a member of staff who was arranging on of the displays close to the entrance.
At first impression I noticed that the shop was very clean and tidy and all of the displays in the window and around the store were neatly organised in different sections. The shop was nicely decorated and brightly lit which made it easy to see the products. I noticed customers in the shop with small children in pushchairs that were making there way around easily so the shop was welcoming to customers with children and was accessible for people in wheelchairs.
At the time we visited the shop seemed fairly busy (around 30 people in the shop), there was people coming in and out frequently in the time that we spent there however at no point did it seem too busy or that the shop was understaffed. I watched the till area as I was looking around and noticed that if there was more than one person waiting an additional member of staff to the one lady who was working on the tills would go over and was quick to serve people waiting. I made an enquiry to a member of staff about a pencil case that would match something that I had previously purchased and the lady took me to the appropriate section of the shop and while the particular pattern that I was looking for was not available she was quick to offer an alternative and was apologetic that the item was no longer available. I noticed that unlike a lot of high street shops, the sale section was incredibly neat and well labeled which made it easy to view the products.
I went to the changing room to try on a raincoat that I eventually bought and at this time there was no queue and I was able to go straight in and try it on. The changing room was located just behind the till so a member of staff was quick to help me go ahead and try the garment on. The changing room itself was nicely decorated and had nice lighting which was ideal for me to be able to see the item properly before I decided to buy it. When I approached the till there was no queue and I was able to go straight up and pay. The lady who served me (unfortunately no staff had name tags) was very friendly and made conversation while serving us. My daughter inquired about the disney products as there was a pile of leaflets by the till area and the lady recommended filling out the form to receive an E-mail before the products launched so that she wouldn’t miss out as the lady said they were very popular. I was asked if any of the items were going to be presents and if I would like them gift wrapped to which I said yes to see what would be provided, the gift wrapping was as expected. Once the transaction was finished we were told to have a nice day. In all the staff were lovely and very helpful and the shop itself was clean and easy to navigate our way around. I rate this store 5/5
I visited the Queensgate Peterborough store on Monday 8th August at around 2pm. Outside the shop was clean and tidy and there were big red posters up in the Windows alerting you to the fact there was an up to 50% off sale on.
The store is split over two levels – the top floor has kidswear, menswear, shoes and homeware. The lower floor is dedicated to ladies clothing and accessories. The store sells a good variety of items from clothes to makeup, bags, hats, umbrellas, jewellery, hair accessories, shoes and much much more! We were in the shop for well over an hour browsing!
Starting on the top floor, I noticed that there were a lot of items of clothing on the floor and items of clothing in the wrong place, however the shop was very busy and I did see a male member of staff picking clothes up in the boys section. Although it was a bit untidy in places, it appeared to be clean as I didn't see any litter laying around or anything dirty. There were clear signs on top of clothes rails indicating where there were reductions, and the clothes were clearly marked with prices. There seemed to be a slight lack of clothing for older girls, and some of the rails looked a bit empty but on the whole the store appeared to be well stocked.
I asked a member of staff where the kids changing rooms were. They were very polite and informed me that all the changing rooms were downstairs in the ladies section. Heading downstairs I noticed that the store appeared to be in a tidy condition. I didn't see lots of clothing on the floor as I had upstairs. Again, the shop seemed to be clean and free of litter. My son noticed some sweets and asked if he could have some. Most of the sweets were priced, however the ones he chose were not! I approached a member of staff called Jade to ask if she knew how much the sweets were. She said she didn't but could find out for me and went off to the tills to do a price check. She promptly came back with a price. She was very polite and seemed very happy to help.
The staff were very easy to identify in their blue polo tops and there seemed to be plenty of them around! Once we had completed our shopping we headed to the tills on the ground floor. At first glance they appeared to be extremely busy! I counted about 15 people in front of us although some people would have been together. However the queue moved very quickly and we only had to wait about 2-3 minutes. There were 6 cashiers on the tills and the cashier who served me was called Deborah. She folded and packed all of our items into a bag for us and double-bagged it to reduce the risk of the bag splitting! She was very friendly, engaging me in conversation by asking about our plans for the rest of the day, the weather etc. and even chatting to my children. The quality of the items I purchased seems very good especially considering the price! I paid £9 for a beautiful warm winter coat for my youngest daughter which is great value and my oldest daughter picked several tops which were around £2 each. We got a lot for our money, so there is one very happy mum here! Overall I would rate my experience as a 4/5 – good choice, good quality, great price, helpful friendly staff, just a bit untidy in places. We had a great shopping trip, thank you for picking me.