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The inside of the store is very neatly kept, no litter on the floor everything looked to be cleaned regularly as I could not spot any dust, even in the quieter areas. The walk-way from the carpark to the women shoe section on floor 2 was spotlessly clean. Any dirt would be easy to see as there is a polished shiny black floor. The café on the 5th floor was clean and fast service; once a table became empty a waitress would remove the tray and wipe the table down.
The outside of the building is grubbier, as it is faced with grey concrete and grey flag stones and the fumes from the road have discoloured the building. However, this is to be expected of a city store next to a busy road. The windows and glass doors were clean with no noticeable marks.
The shop consists of 6 floors, each with its own department. This is clearly marked on each floor by the elevators and escalators with large clear signs. Each floor flows round the building with clearly marked paths and isles which lead to each store within the department. The men’s clothing department is vast as the men’s casual wear section is through a tunnel. However, this was a little harder to find as the men’s accessories blocked the entrance and there wasn’t a clear path, you did have to weave between the stalls.
The beauty floor is bright and busy with a good variety of stalls to look at with the high value sunglasses and handbags to look at too. The women’s clothing floors are separated into three from more casual to occasion and work, with a good mix and vary of price range and brands. The home floor is a quieter floor, but it is very well presented and maintained with everything in place and perfectly arranged.
The top floor furniture is very quiet and rather pricey but the quality was very good. However, it did look rather cluttered where the products were displayed next to each other rather than in little units. Although, the back section of the floor was being refurbished so I imagine that it is not the case that the floor always looks cluttered.
As this was the weekend of the Royal Wedding there were special promotional offers throughout the shop. This included 20% off certain lines on the home department and a store wide House of Fraser card holder offer if you spent over £75. There were signs for these promotions everywhere and on every floor by the elevator and escalator bays. The 20% off certain lines was not clearly marked as the signs were put out on the shelves but individual reductions were not obvious. However, this did lead to me getting an additional 20% off some items as they had to honour the promotion. I bought new bath towels and home furnishings with the extra 20% off. On each floor by the elevator bays a selection of seasonal goods were shown in a bright and colourful display. There was also a local art exhibition on one of the floors.
On the beauty floor two very lovely representatives were promoting Aqua de Palme perfume; they were very generous with the tester sprays. This is a nice touch, as other stores can be a bit stingy with the samples. As I walked round House of Fraser I didn’t notice any gaps, as the store is carefully laid out the only gaps were to highlight the stock on the shelves and rails. There didn’t appear to be any stock missing. On each floor there were small gaps in the display space as the area was being refurbished, there were apologetic signs and the inconvenience was as minimal as possible.
The staff in the women’s shoe department were lovely and helpful, they immediately went to go check if they had any size 6 shoes for me to try on, there was a small wait but it was a busy time and expected when having to search through stock. Unfortunately they did not have the colour of the shoe I wanted in my size but she brought my size in a different colour of the shoe so I could check to see if it fits and I could order it online (they checked availability for me). The girls didn’t have name tags that I could see so I can’t thank them personally but I’m sure that everyone employed would be a courteous.
As I approached the till in the home department I noticed a group of four staff having a conversation near the till, Matthew noticed me immediately and came over to serve. The staff were friendly and wrapped up my purchases in bubble wrap, packed them in bags for me and then brought them to me in front of the till rather than pass it over. The staff were very good, and as previously stated, honoured the 20% discount. When I approached the till on the women’s casual floor I was immediately served, the girl was friendly, but wouldn’t accept my student discount as it wasn’t NUS, this was unusual as it was a dated university card which is usually accepted everywhere.
I bought three towels from Linea, a vanity mirror and a feature bowl also from Linea. The items feel to be a high quality and of good colour. I also bought a top from women’s wear, a Miss Selfridges blouse, it’s nice but the quality is ordinary. Anything Impressive/ Other Comments The general atmosphere of the whole shop feels higher quality than its department store competitors – it feels special. On the home floor it was clear there was great attention to detail. The staff were going round re-arranging and turning the diffuser sticks round to keep them looking and smelling fresh. It was also impressive how the staff clearly knew their stock. As when I bought the bowl a lady commented on how that was the last one they had in. I would rate my experience 5/5
My name is Abbie and I was very lucky to be chosen to do a mystery shop for Tesco. I chose to go to the Tesco extra store in Great Yarmouth which is the closest extra store to me in Lowestoft. I entered the store at approximately 19:30 on the 22nd of August 2016.
My first impression of the store and the car park was that it was tidy enough there was some litter and mess on the pavement but all the trolleys were neatly together either by the store front ready to use or in the trolley parks. As far as I could see there weren’t any lying around. I entered the store and firstly headed upstairs to the clothing department. I had already looked at swim wear on the Tesco website and I was after a two piece swim suit, a tankini. My first impression of the swim wear was that it was very messy and very unorganized. From what I could see it was all on sale but this was not clear. The items were not organized and the tops and bottoms were all over the place. They were clearly sold separately but I can honestly say I had no idea which top went with what bottom it was like a jumble sale. I found something that I didn’t really like but I thought I would try it on to see what it looked like on.
The clothing area was completely deserted but I found one staff member on the till who said I could go straight through and try on the swim suit. I tried it but I did not like it. There were no rails to put it back on so I took it back myself. After having another look I gave up on my search for a swimsuit.
Also upstairs were the books, DVD's and games. This is where I went next. Looking around the DVD’s and games the first thing I noticed were the empty spaces. There was a lot. I walked up and down the aisles of DVD’s and CD'S but could see nothing that took my fancy. There was a lot of stock of latest releases. But the rest of the DVD’s were very unorganized with children’s films next to TV box sets. For a Tesco extra I was quite disappointed by the selection of DVD’s and games. I then went to look at the books. I am quite fond of Jaqueline Wilson books so I picked up the latest book by her. After I explored all that the upstairs had to offer I went downstairs.
I was glad to do so as there was very loud music playing and I did not like this. It was very loud with a loud bass and I could not hear myself think. I think that music is fine to have on but when on the first floor the music is much louder than when on the ground floor. On reaching the ground floor I picked a few aisles at random. My first look was the toy aisle. This was poorly stocked and there were a lot of empty shelves. The stock was also in a poor order with different brands mixed together. On the end of the aisle was another selection of dolls. I looked at these and noticed that the stock did not match the price labels. One such example was that a Barbie car was labelled up as the pup pool and was therefore marked up at £15 less than what it was. Other price labels were also in a muddle on the end of this particular aisle. Another misleading label was one stating a product was out of stock. You could not see which product the sticker was relating to as this shelf was well stocked. I then headed down the neighbouring aisle. This had technology accessories. I wanted a new iPad case so I had a good look at them. I was very shocked to find the first one I picked up was damaged. Found this disgraceful that this was still available for sale and had not been marked down. After looking carefully I found a case that took my fancy. This was on sale. In this case the offer was very clear and I could tell how much the product was, what it is now and how much it was reduced by.
My next stop was the stationary aisle. I bought some pens, highlighters, post it notes and a new folder. I required these items for work so I was very pleased to find a wide stock of these items with fantastic savings on them. I was very impressed by this aisle as it was well stocked and it was very tidy. Each brand was together and neatly priced. So this was the highlight of my shop. I then looked at cosmetics. I found some very nice nail varnish. It said that all of the colour show nail varnish was 2 for £4. I thought this was a very good deal so I decided to by 4 bottles of nail varnish. However although I thought the offer was clear it turned out not to be as I would find out when I checked out more about this later I finished up my shop in the home section of the store. I bought some lovely items for the bathroom. Including a new set of towels and a bath mat. This section was also very tidy. In this aisle I noticed a little clock that said it was a striking alarm clock. It had a picture of big ben on it so I wondered if that meant it sounded like big ben when the alarm went off. I decided to find a staff member to ask. It took a long time to locate a staff member. When I did although she was very friendly she could not help me. She stated that she did not know and would not to be able to find out as she would need batteries to test the clock and that she did not have any. All she could suggest was that I bought the clock and if I did not work as expected I could bring it back. I did not want to mess around like that so I thanked her for her help but put the clock back. I was keeping a running total of what I had spent and as I was down to the last £5.00 I decided to by a few treat items.
I found some muffins in the bakery and then went to buy some sharing bags of crisps and chocolate. I was not impressed to find the food section was practically empty. All though I did expect this at 20:30 at night it is a 24 hour store so I did expect to see more stock than I did. I also did not like the layout of the confectionary. There was little choice and what I did see had not been unpacked very well from the boxes. After filling my trolley I decided to go and pay. There was plenty of check out tills open and the lady who served me was very nice and chatty. She was quite young but very smiley. From her badge I saw her name was Natalie. Natalie was very efficient in checking out our items. She offered bags but I had brought my own. She did not offer any help with packing but as I was with my mum and dad I did not really need any help. The last item she scanned through was the nail varnish. Two of the bottles went through fine with the offer that was displayed. The other 2 came up at £4.00 each and apparently was not on the offer. I asked if she could enquire into this as it never said this on the shelf. She called for her supervisor and as we were waiting we chatted about general things. When the supervisor came back she said that although the other 2 were not on the offer they would honour the price as it was a misleading offer. It was then when we had the most problems. If the offer was correct then the total bill was £101.75 however the supervisor insisted that it was £105.75. Never the less we argued our case. Unfortunately the supervisor got a little bit frustrated with us and snapped that she would take all the nail varnish off and re scan. It did turn out that we were right however she did not apologise. She left Natalie to finish the transaction who took the gift card and I paid the remaining £1.75.
I left the store at approximately 21:00 I took the trolley back to the car. It was quite dark at this point but there was light in the car park. However as we were lading the shopping suddenly all the light s went off this was quite daunting as it was very dark then. Just as we finished loading the shopping all the lights turned back on. This was good. Overall I would give the store 3* out of 5. I personally feel that the lack of staff on the sales floor and the stock management really let the store down. The improvements they need to make is to have more staff organizing the stock, they should have clearer price tags and most importantly they should not have damaged stock on the shelves. Never the less I was very happy with the girl on the check out and very happy with the items I have purchased. I would lastly like to thank UK mystery shoppers again for allowing me to do this and I hope I can do it again in the future.
I was lucky enough to be selected by UK Mystery Shopper. My mystery shop was “Boots” , so Monday morning the 14 of August 2017 I took the bus to Dartford town center. Once in the town I arrived at “Boots” situated in the Hight Street. It was a little bit after 10 o’clock. The outside of the shop is very clean, no litter anywhere.
Once inside everything is spotless. I took the central aisle ( the general layout of the store is easy to navigate ) and walked from the front to the end of the shop, all aisle are clean, tidy and no litter anywhere. I can see all the special offers clearly indicated and the price correct. Back to the front I go to the upper floor where you can find the photo shop, the baby toys, the gift, jewellery …, but I am a little bit disappointed because a lot of shelves are half empty, not a lot of choices for the gift part, but again everything is spotless.
I went back downstairs to the perfume section on the right, after the entrance. From there you can see the food stand very clean with quite a large choice and the chemist. I asked a member of staff “Rose” if she can help me with my little problem, I want to purchase a perfume but I am in love with two of them : “Paris” from Yves Saint Laurent or “tresor” from Lancome. “Rose” nicely ask me if I want to try them, and helped me with my choice, because we are still in August “Paris” is more fresh than 'tresor' which is better for winter. She asked me I want to pay, so I explain I still have few thing to buy so I asked her if she can keep the perfume until I come back. No problem.
I always wanted to buy a Hot Dryer Hair Brushes so in the aisle of the electric Hot Dryer and Hair Brushes I found the one for me “TreSemme” Full Finish Air Styler for £14.99 then I stopped in front of the electric shaver unit, one week ago, it was my birthday and I still have some money so I found the right one for me. Then I moved to the makeup aisle ( or I should say aisles ), a lot of choices, a member of the staff is cleaning with wipes every piece of them one by one. I smile and say “good luck”, she laughed at me and replied “thank-you, I need it”. I chose a lipstick from Maybelline for £7.99, a mascara from L’Oreal for £6.99 and an eyeliner from Maxfactor for £10.99.
Now back to “Rose” at the perfume stand. I am the only one there, so no queue, she asked me if I need a bag for my shopping, I declined politely, my hand bag is big enough, she starts scanning my purchase, I give her the book with the voucher, she asks if I have a “Boots” card, I say “yes” surprised and explain, because I buy all this items with vouchers I wasn’t thinking I can have the points of this purchase on my card. She said of course I can have them. My purchase was a little bit under £100 she gave me a gift card for the £4.04 and asked me if I wanted to use that with the purchase of my shaver. What impressed me the most was the cleanliness of the store and of course the nice help of “Rose” for the choice of my perfume. I would give this experience a 5 out of 5. Very nice shop. And very friendly staff.