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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.
On Tuesday 13th November 2018 I visited the Cheshunt branch of New Look, as this is my local and most loved New Look! The store is quite big and I always seem to find exactly what I’m looking for, which can’t be said for some other nearby New Look stores that I’ve visited. The shop outside looked very bright and clean, the display is very seasonal and I would say it’s aimed for a works Christmas do. The store inside is very clean and tidy, I couldn’t see or find any litter or dropped clothing on the floor.
There was about 5 employees going around and constantly replenishing and cleaning the store which is very nice to see. The only thing I would say is that there was a few gaps in the rails and was hard to find my size in the shoe isle and clothing isles, as I would say my size is a popular/common size. The layout of the shop is very easy to understand. It’s only on 1 floor which is easy to manoeuvre around. On the left, jumpers, coats and more seasonal/cold clothing and accessories. To the right, there is jeans, going out tops/dresses and work wear. In the middle I’m assuming it’s the latest clothing as this is where the advertising is pointing to and there is more of a display here. Then towards the back there is the 915 (young girls) clothing, home wear, pyjamas, bags and accessories, shoes and the dressing rooms. I really like this layout as it’s easy to go around and do your clothing shopping, then you can then move onto shoes or home wear.
I really like the strategic/stages of shopping as sometimes this can get abit daunting for me. As I walked around the store I saw that there was signs for 25% off, but I was told at the till that it ended yesterday. Maybe these should have been taken down beforehand so customers wouldn’t get so excited? However I still had my 10% off student discount to use. I needed to buy some new high waisted blue skinny jeans, but I couldn’t find my size, so I asked a member of staff to help me. She was really friendly and did help me look for a pair but unfortunately there was none in stock. This was annoying as I always look for my size and there hasn’t been a pair for me to try on for a while. I then started to queue with all my items and there was about 5 ladies in front of me and 2 cashiers on the tills.
I roughly waited for about 10 minutes before being asked to step forward. The man on the till was very friendly and packed my bag without asking which was nice. He did get excited when I gave him my gift card, he was asking if it was my birthday etc and I just said it was just a random present from a friend. He was really sweet and very helpful/knowledgeable! The quality of the clothes and shoes that I came home with are amazing and they fitted well and feel like they will last a while for me. I always go to New Look for clothes as I trust their sizing and I always find mostly what I’m looking for. The only thing I would say is that the nearer the closing time the changing rooms got messier and there was no one manning it for a long time. Also maybe a shopping basket would have been nice. My hands got full really fast and the clothes were falling of the hangers etc that I was holding. If there was a basket or even a pull along trolley that would be amazing.
The one thing that I was impressed with is the speed of the man at the till. I hate queuing with my hands full and was nice that he packed my items fast and efficiently. Overall I would rate my experience 4 out of 5. I would have given a rating of 5, but it’s hard to find my size fast and all the sizing is mixed on the rales. I would say this slowed me down the most.
I was chosen by UK mystery shopper to be there mystery shopper for the online retailer boohoo.com. I was given £100 gift voucher to spend. The site was very easy to navigate with all the categories clearly stated. Filters to personalise your searchers were clearly laid out and easy to use which made looking for specific items even easier. I was able to find the clothes that I was looking for very easily and never once had trouble trying to navigate the site or find anything.
There were offers displayed at the top of the screen on the homepage clearly advertising offers, such as next day delivery being offered for a £1 and the code needed to use this. They also had a countdown clock next to this to display how long the offer was available for which I thought was a very good feature. Once I had found the clothes that I wanted, adding these to the online basket was very simple. I would simply click on the correct size button then click add to basket. Everytime you add an item to your basket it gives you the option to either carry on shopping or go forward to the online checkout. Once you click on the checkout button your offered 3 options before you can continue. You can either log in if you already have an account with boohoo. Check out as a guest which is a faster checkout route or you can register to become an official boohoo user. I registered which was a very quick and simple option. Where I just had to input my name, date of birth, username and create a password. You input address details later on in the checkout.
Once registered it was simply a case of inputting my address details and clicking on which option I would like to use to pay. This could have been via bank card, credit card, PayPal or gift voucher. Once I inputted the code for the voucher the £100 was deducted from the final bill and I was then asked which delivery option I would like. They had numerous options from standard delivery to next day, to special selected date deliveries and weekend deliveries. I chose the special offer next day delivery but because I had used a gift voucher I wouldn't allow me to access this offer so I had to pay full price which was £4.99.
As paid for the items were delivered the next day. They came well packaged and everything inside was individually wrapped which I was happy about. The clothes were nice and the material used to make them seemed good quality. My only issue seemed to be a sizing issue. Everything I bought was the same size yet certain items were too big and some were too small. Due to this I have had to return most of my items. Fortunately there returns policy is very very simple and easy to do and all returns are free. Inside your delivery pack you will receive your receipt which at the bottom includes a free post sticker to put on the front of your package so you can send it back. There are 3 options for you to return your items, you can either send them via your local Royal Mail office, you an use a Hermes local office if you have one near you or you can even send back via a collect plus station.
What really impressed me about boohoo was the ease of use with the site. It was quick, efficient and everything was easy to find. I would rate my experience with boohoo 4 out of 5 stars. I am impressed with there website and I am impressed with there returns options. Unfortunately the sizing issues with the clothes let it down for 5 stars. Thankyou very much uk mystery shopper for allowing me to become one of your shoppers.