what you say...
Charlotte May 28/07/2013
Excellent customer service, so helpful and polite.
Ian Read 27/07/2013
Great service from Eden in store. She listened and responded to my needs. I would be happy to be assisted by Eden again.
Aaron Clarke 29/07/2013
Excellent, professional and friendly customer service.
My size was not available at first to which Tina had already collected the size about and below just in case. Then was shown similar shoes as the alternatives were too big/small.
Ended up trying on further trainers and selected something from a suggestion by Tina.
Very happy all round hence this post.
I will be back to get the initial shoes when they come in my size later next month.
Ben Grimes 30/07/2013
Here is a great story of brilliant customer service!
I had bought some k*swiss trainers about 6 months ago online, and then recently one of the laces snapped. These were not even worn everyday.
Having only just moved to Basingstoke myself, I thought I'd ask the advice of the local Schuh store as to which laces I should purchase to best replace them.
I was greeted by Laura, who was friendly and helpful from the outset, and she mentioned that sometimes spare laces are available from the store, especially in a circumstances where they had broken after a short space of time. After looking, she didn't have any, but she took both my phone number and email address and offered to contact the rep and request a pair of replacement laces. Great I thought!
A few days later I received a surprising phone call from Laura apologising that it hadn't been sorted yet, but that the request had been raised. I say surprising, as I didn't expect to be kept posted about the progress of such an order...a freebie if you like...and I think this shows the strong customer service here!
Anyway, I missed a call last week, but this evening (Tues 30 July) I went into the store, again greeted by Laura and another girl (apologies, I can't remember her name off the top of my head), who both informed me that the laces were here and they promptly retrieved them from the back. Bearing in mind the store had just relocated less than a week before, the efficiency of the staff had not dwindled.
No, this may not have involved a purchase at the time, but I think the 'above and beyond' attitude of your employees, even if company policy to an extent...was refreshing in this day and age.
I'd like to pass on my thanks to Laura in particular...a great asset to your company, a friendly and extremely helpful girl. I am sure I will be back to that store many times in future!
PS. During my initial visit, I actually purchased a pair of Converse trainers too...so everyone's a winner in my eyes :)
Derek Murrells 30/07/2013
Reaaly good service from LauraM (Cashier no. 005), very helpful in showing what was available in my size (12) at the store. Also set up an order for sandals that where not available in my size. Many thanks to Laura.
Irene Read 31/07/2013
Went into your new Basingstoke store on opening day and the staff were very helpful about a query about an Internet purchase for my Husband. Nothing was too much trouble, checking sizes and bringing out stock to show us, despite being busy with lots of (younger) customers. Would especially like to mention Eden. Customer service certainly sells!
cecilia dias 06/08/2013
I loved my experience with staff Jo
Denise Jones 08/08/2013
Tina was very helpful, lacing shoes and being pleasant.
We were also acknowledged when we entered and left the store.
Joseph Wootton 06/10/2013
Garry Moreman 09/10/2013
A brilliant shopping experience. Extremely helpful, polite and efficient staff. Had the skechers that I wanted, and given time to try on and decide, with no pressure. Well done all - a good example of how retailing should be done. I have spread the word !!
Edward Bellamy 09/09/2013
I went into the store and was greeted by a happy member of staff who knew her stuff and was kind and helpful without being pushy or annoying called Eden. She helped me and was very happy for me to try on many different styles and colours before choosing the correct shoes. You need more people like her please!
Jackie McGee 14/09/2013
Perfect. One happy customer. Thank you
I came in two weeks ago before my holiday and Tina and a blonde haired girl were fantastic in helping me choose a comfortable pair for walking over cliffs. I'm very happy with my purchase and have recommended your store to friends. I hope those girls get the praise they deserve!! Well done!!
great service - however only comment I would give is that there is no need to say "sorry for the wait" when you have gone out the back, found the shoes almost immediately and then returned to the shop floor and the customer. In that instance there has been a wait that is expected. If however you struggle to find the shoes in the storeroom, or get delayed by another customer / colleague, then there has been a delay and so here should be an apology.
other than that - all good.
Rebecca Bole 01/09/2013
Tina was very helpful and chatty with my daughter who was a little unsure about the fit of her Converse.
Karen Smith 08/09/2013
Amazing service. Fast and efficient. Extremely helpful and service with a smile!
Eden is the friendliest girl!
nat walden 08/09/2013
My assistant Emily was really helpful and friendly. Great selection of shoes and all the sizes I asked for.
Heather Baston 06/09/2013
Excellent customer service from Matt G in the store and outstanding delivery process. Kept fully informed of progress and all within a 24 hour time frame. All companies should take a leaf out of your customer service which was second to none.
Sue Milton 05/08/2013
Just had to say what a fantastic service. Shoes for my husband ordered in store on Saturday and I received them at my work desk at 09.50 this morning.
The ladies in the Basingstoke store were friendly and very helpful.
I received excellent service and advice with this purchase and am very impressed.
At schuh basingstoke all of the workers were lovley and kind. Matt, Nathan, Emily and Laura all were very helpfull and managed to assist me with finding the correct shoe and size of shoe. Brilliant service!
Was served by Eden and just wanted to remark how friendly and helpful she was. If only more shop assistants were like her then perhaps shopping would become an enjoyable experience again some day.
jonathan ruddle 03/11/2013
I just wanted to say how pleasant the staff were at your Basingstoke store today, really helpful and friendly. The first girl who helped us - Rachel - has apparently only been there a month and wasn't able to use the till, but she was very professional. She has a ridiculously friendly face and a great smile to go with it!
Today I came in to your store to get some good, comfortable shoes as I am going backpacking around Europe. Tina was so very helpful and friendly, asking me about my trip and recommending what she thinks would be best. So happy with my boots! Thanks Tina! :)
I was particularly impressed with the helpfulness and patience of Jake the store assistant, who spent a long time helping me find just the right winter shoe.
It was so nice how friendly the staff were! I love my new shoes!! Thank you Emily Jenkins
Rosina Frode 19/08/2013
I was served by Danny and he was very helpful, efficient and cheerful.
A good experience.
daniel smith 21/08/2013
great shop love simpsons converse and staff great very frendly
Philippa gilmore 22/08/2013
The staff showed superior levels of customer service and i was really impressed. Unfortunately an anomally to the rule so will definitely return
david blackman 22/08/2013
Emily went above & beyond in helping me find a solution to my problem (finding adult size 13 shoes).
Mary Huxter 28/08/2013
I live in Newbury, so totally impressed by the fact we could reserve the shoes on line on Monday, within 10 mins the order was confirmed to my mobile phone, travelled to Basingstoke on Tuesday showed the phone confirmation to one of your staff who duly went to the stock room got the shoes as reserved, my Grandson tried them on all OK, paid and left all within a matter of minutes. Well done to all of you, and thank you.
J Hatton 30/08/2013
Excellent service received from Amber.
Hi, I visited the Basingstoke store on Saturday and was very impressed with your store assistant Laura - she was very helpful and knowledgeable. She ordered a pair of boots online for me and I've received the email today to confirm their arrival in store. Very prompt and professional service.
David Kidd 14/11/2013
I am just sending you this e mail as I found the sales assistant Amber a real help, nothing was too much trouble for her and her knowledge of the product was very good, a real gem well worth going into your store would go back to your store with staff like that well done!
Nathan at your Basingstoke store went the extra mile for me when I was buying my Fly boots on Friday 15th November. I spent a long time making my decision and he didn't rush me at all. He made helpful suggestions and allowed me to try other designs to help me make up my mind. Very pleased with the service and especially with my boots!
Dan Stockley 22/11/2013
Jake was an extremely likeable person which took me by surprise as this isn't normally the kind of service I get from a shoe store. He demonstrated a good knowledge and aligned with my concerns. I have no doubts that Jake will do well with Schuh.
Mr Paul Crumplin 26/11/2013
Maria Wadsworth 08/04/2014
Excellent smiley, friendly, efficient service. Laura and Rachel spoke to me as if I was a real person rather than just one more customer.
Edward Galbraith 11/04/2014
Great service and great advice.
Robert Grieve 15/04/2014
The 2 girls who assisted me at the Basingstoke store, Eden and Josie, were brilliant. Very helpful, friendly and smiley. First class. A real asset to Schuh. :-)
I came into the store when I noticed the trainers I had purchased in February had started to come apart, I was first approached by a brunette lady with a double barrelled name (unfortunately its not on the receipt). She was extremely helpful and patient looking through the system to find my proof of purchase. In the end I was able to exchange the trainers quickly and easily for a new pair. I would also like to thank the cashier Amy for her excellent customer service.
Simon Henderson 10/01/2014
Thank you for a great service from all your staff, in particular Stephanie, who assisted with an order.
I found all of the staff very approachable, helpful and knowledgable.
I had to order a pair of trainers as the store did not have my size in stock.
I usually prefer to try shoes/trainers on before purchasing, but Stephanie was very clear and helpful in explaining how I could exchange the trainers or obtain a refund if need be.
I really like they choice of footwear in your stores, and your staff, both in Salisbury and Basingstoke are a credit to your company.
Came into the Basingstoke store today and was very pleased with the customer service me and my partner received. The staff that served us (the names on my receipt are Laura and Danny so I'm assuming this was them) were friendly and happy to help with finding different sizes etc.
I was greeted by 2 girls near to the entrance. I was then served by Matt who was very knowledgeable, friendly and helpful. Having chosen my footwear he directed me to the till where another girl greeted me. They both started chatting and we had a brief discussion about my impending trip to New York!! Needless to say they were both jealous!! The whole visit was hassle free and I was made to feel welcome and important, without any hint of them "overdoing it", and the service I received from them all can only be described as highly commendable. Please pass on my thanks and the next time I am shoe shopping I will be sure to pop in. Thanks Again.
Neil V Smith 24/04/2014
Good sevc fromJake. He was very keen to ensure a speedy and efficient service - which it was or at least until he found the right shoe had been put in the wrong box ! Not his fault.
With staff like him I will definitely be back!
Larch Gauld 27/02/2014
I ordered a pair of shoes on Sunday, which arrived damaged on Tuesday with scratching on the sides. I took them into the Basingstoke store at 3pm on Wednesday to be exchanged for a new pair, but they didn't have them in stock and said they would order them for me. Lo an behold at 9am on Thursday, 18 hours later, the new perfect pair arrived.
I just wanted to commend you on your excellent customer service and will highly recommend you!
Gemma Barrington 07/03/2014
Was served by Nathan. Very friendly and gave me an honest opinion when I was trying on shoes. Had to order my size in and got them delivered to my house. Was told it would take up to 3 days but got them the very next morning. Overall very pleased with the service I relieved in store and the speed of delivery. Thank you!
Helen Smith 29/03/2014
I just wanted to say what a fantastic experience I had in your Basingstoke store recently. After deciding that I was going to buy a new pair of converses from yourselves (they are a few other stores in Basingstoke I could have visited) I was very pleased that I choose your store due to the friendliness of the staff. While browsing Keanna was quick to offer her assistance asking if I needed any help. She shared her love of converses throughout while serving me. Once I decided on the right size (which I find difficult with shoes) Keanna was more than happy to get a different size for me which was she quick and efficient in doing. Once I had decided on a pair of high tops I asked her advice on what converses she liked she quickly told me about the leather styles. These weren't the cheapest and being a bit of a cheap skate myself I think elsewhere I properly would not have chosen them. However due to Keanna good nature and friendliness I purchased these too. This pair have been one of the best pair of shoes I have owned and I have worn them every day since I bought them. While talking to the customers (she was serving two people at the same time) Keanna mentioned that she had only been working at the store two weeks. This surprised me as she had good knowledge of the shoes and was not flustered at all when serving both groups of people with ease. Danny at the till was also very friendly and helpful telling me where I can feedback about the store.
Please can you feedback this to your Basingstoke store and give Keanna the recognition that she deserves.
I will be back soon and I hope to be served by Keanna!!