well we live 5 mins drive away and popped in for the first time at weekend
i wont be in a rush to return
both the young lady and young man working last saturday decided it would be much easier to earn their "x"pound an hour by just standing behind the till where noo ne was waiting to be served rather than hit the floor and try to help potential customers...........well other than trying to give away little bottles of wheel cleaner from the counter that you cant even sell for the 50p price tag.
we came in to buy a kitchen/ storage unit we had seen on your website. the corner one that's right outside your door for £95 we couldn't see it in the shop so asked where they were and was met with a reply of "if you cant see it we "aint" got it" we may get more in soon (now being from a sales background i would have first made sure that the customer had looked in the correct place and that there was not one fallen down the back of the shelves, then i would have offered the one on display and knocked a few quid off if the box wasnt there and then put up a new display model from restock,)the mark up on the corner unit on sale at 95 quid
seems items are displayed for sale and not available or staff cant be bothered to check )
what i shame i came home and ordered one online from another retailer instead
we wont be back and that's a shame as your only 5 mins drive away just glad i hadnt driven a long way or i would be realy upset
we came in to buy a kitchen/ storage unit we had seen on your website. the corner one that's right outside your door for £95 we couldn't see it in the shop so asked where they were and was met with a reply of "if you cant see it we "aint" got it"
Thank you - after Stuart's reply to my previous post I was beginning to think it was just me, but that's exactly the sort of 'don't care' attitude I got the last time I went in.
(now being from a sales background i would have first made sure that the customer had looked in the correct place and that there was not one fallen down the back of the shelves, then i would have offeredthe one on display.....seems items are displayed for sale and not available
On my visit last year for a camping table, which was to be a present from my son, I asked if I could buy the display model but was told 'no' - which brings me to repeat the question from my previous post. Why have items on display if there are none in stock to sell? And I'm talking about the store here, not the website. Why display what they haven't got? Maybe Stuart can give a proper answer to this question.
I came home and ordered one online from another retailer instead
Which is exactly what I did - ordered online from an ebay shop at a comparable price and with free postage.
we wont be back and that's a shame as your only 5 mins drive away just glad i hadnt driven a long way or i would be really upset
Which is one reason why I won't be going back - given Riversway's location it's a fair distance for me to drive and very frustrating to see just what I want then find I can't have it.
Stuart says in his reply to my previous post that if there is no stock of a display item available they will ship one free of charge - all well and good but if there's no stock in the first place how long would it take? Days? Weeks? Sorry, but maybe there are reasons why I don't want to wait.
I also noticed the last time I went in that there was very little in the way of larger camping items - chairs, tables etc - though the shelves were full of smaller items. It did make me wonder if the firm is now concentrating more on 'off the shelf' stuff rather than bigger things.
------------- Tigermouse
I have a very temperamental personality - 50% temper and 50% mental
To be honest the tone of Stuart's reply to you surprised me a little... Suggesting that customers shouldn't air their views on a forum such as this and take things up privately when it clearly isn't an isolated incident, rather than doing a "mea culpa - how can we change to provide a better service?" gave me quite a bad impression.
Publicly berating & embarrassing your customers on the biggest camping website in the UK: not a great PR tactic.
FYI: Google Riversway Leisure, this thread is in the top 5 results...
Quote: Originally posted by easyt on 27/7/2013well we live 5 mins drive away and popped in for the first time at weekend
i wont be in a rush to return
both the young lady and young man working last saturday decided it would be much easier to earn their "x"pound an hour by just standing behind the till where noo ne was waiting to be served rather than hit the floor and try to help potential customers...........well other than trying to give away little bottles of wheel cleaner from the counter that you cant even sell for the 50p price tag.
we came in to buy a kitchen/ storage unit we had seen on your website. the corner one that's right outside your door for £95 we couldn't see it in the shop so asked where they were and was met with a reply of "if you cant see it we "aint" got it" we may get more in soon (now being from a sales background i would have first made sure that the customer had looked in the correct place and that there was not one fallen down the back of the shelves, then i would have offered the one on display and knocked a few quid off if the box wasnt there and then put up a new display model from restock,)the mark up on the corner unit on sale at 95 quid
seems items are displayed for sale and not available or staff cant be bothered to check )
what i shame i came home and ordered one online from another retailer instead
we wont be back and that's a shame as your only 5 mins drive away just glad i hadnt driven a long way or i would be realy upset
Sorry to hear that we didn't have your the item in stock for you. Certainly the staff should be checking with the manager/supervisor. At the very least they should be taking a telephone number to call you back on the Monday when they have had chance to check stock availability with the supplier.
Quote: Originally posted by Tigermouse on 27/7/2013
Quote: Originally posted by easyt on 27/7/2013
we came in to buy a kitchen/ storage unit we had seen on your website. the corner one that's right outside your door for £95 we couldn't see it in the shop so asked where they were and was met with a reply of "if you cant see it we "aint" got it"
Thank you - after Stuart's reply to my previous post I was beginning to think it was just me, but that's exactly the sort of 'don't care' attitude I got the last time I went in.Â
(now being from a sales background i would have first made sure that the customer had looked in the correct place and that there was not one fallen down the back of the shelves, then i would have offeredthe one on display.....seems items are displayed for sale and not available
On my visit last year for a camping table, which was to be a present from my son, I asked if I could buy the display model but was told 'no' - which brings me to repeat the question from my previous post. Why have items on display if there are none in stock to sell? And I'm talking about the store here, not the website. Why display what they haven't got? Maybe Stuart can give a proper answer to this question.
 I came home and ordered one online from another retailer instead
Which is exactly what I did - ordered online from an ebay shop at a comparable price and with free postage.
we wont be back and that's a shame as your only 5 mins drive away just glad i hadnt driven a long way or i would be really upset
Which is one reason why I won't be going back - given Riversway's location it's a fair distance for me to drive and very frustrating to see just what I want then find I can't have it.
<FONT color=#ff0000>Stuart says in his reply to my previous post that if there is no stock of a display item available they will ship one free of charge - all well and good but if there's no stock in the first place how long would it take? Days? Weeks? Sorry, but maybe there are reasons why I don't want to wait.
<FONT color=#ff0000>I also noticed the last time I went in that there was very little in the way of larger camping items - chairs, tables etc - though the shelves were full of smaller items. It did make me wonder if the firm is now concentrating more on 'off the shelf' stuff rather than bigger things.
Thanks for your comments Eunice for which all have been noted. If there is anything you see on our website in the future please email me at ukcampsite at riverswayleisure.co.uk
I will make sure you get a good deal on your next order to make up for the service you have received. I hope to be of service in the future.
Quote: Originally posted by dmsplat on 27/7/2013
It seems that they have some issues right now!
To be honest the tone of Stuart's reply to you surprised me a little... Suggesting that customers shouldn't air their views on a forum such as this and take things up privately when it clearly isn't an isolated incident, rather than doing a "mea culpa - how can we change to provide a better service?" gave me quite a bad impression.
Publicly berating & embarrassing your customers on the biggest camping website in the UK: not a great PR tactic.
FYI: Google Riversway Leisure, this thread is in the top 5 results...
Dave
Customers are entitled to air whatever their views they want to. As a company we want our customer to enjoy shopping from Riversway but sometimes we don't always get it right!
In the particular instance of the thread I replied to was a previous customer I had personal good dialogue with in the past.
All comments are always passed on to the team whether good or bad.
Stuart, my apologies for not contacting you directly with the issues I had with your shop and staff, but as you hadn't been on these forums for a long while, and I got the impression from my last visit that the firm had changed hands, I wasn't aware that you were still around.
You still haven't answered my question though - why do you have items on display in the shop when you have none at all in stock?
------------- Tigermouse
I have a very temperamental personality - 50% temper and 50% mental
I'm a little bit confused why people are getting annoyed. Seriously this is camping equipment so will have seasons for sales activities. Retail shops will only or may only be able to buy certain levels of stock. On both examples above what if someone came into the shop five minutes before you and bought the last remaining stock. As far as the the display item, did you ask if you could buy it at the reduced price?
The website clearly states If there is anything specific that you require from our shop, please do not hesitate to contact us before you travel to avoid any disappointment. If your travelling to the shop for a specific item then the prudent thing is surely to call or email beforehand...?
Quote: Originally posted by mcguire6078 on 27/7/2013
I'm a little bit confused why people are getting annoyed. Seriously this is camping equipment so will have seasons for sales activities. Retail shops will only or may only be able to buy certain levels of stock. On both examples above what if someone came into the shop five minutes before you and bought the last remaining stock. As far as the the display item, did you ask if you could buy it at the reduced price?
The website clearly states If there is anything specific that you require from our shop, please do not hesitate to contact us before you travel to avoid any disappointment. If your travelling to the shop for a specific item then the prudent thing is surely to call or email beforehand...?
mcguire6078 i can only answer for myself
im not annoyed that the items were out of stock
im annoyed that the staff did NOTHING to check if the items were infact out of stock
"if it aint there we aint got it" is no reply to make realy is it
they dont know if i had looked in the correct place and should have at least spent 30 seconds of their life either asking me where i looked or nipping and looking for me thats why im annoyed
regards
craig
Ultimately you are the customer and can choose to spend at the store or not. You felt you received poor customer service the next customer behind you may have felt differently...I've no idea.
It sounds like Stuart may have some training issues but without the full facts it's difficult to say. I've never been to the shop and I've no idea of the size or staffing levels. Maybe the till operator was not in a position to leave the till unattended....?
Looking on line a common complaint seems to be products out of stock. This maybe an issue Stuart needs to deal with to ensure customers are kept fully informed.
Remember this is your view and your experience, even the biggest stores don't get it right sometimes. I'm not sure I would have posted on a forum about this....maybe if my card had been charged and the goods never received but we are all different.
Calling shop workers "lazy scrotes" sounds a bit harsh, particularly when we don't have the full facts and only your side of the story.
I have also had problems with an order I placed with Riversway Leisure & the only reason I ordered from them was that I had 7 items to buy & thought it would be easier to get it all from one supplier. How wrong can you be. The first delivery had 3 items missing with no explanation on the delivery note nor any email or phone call as to why. After emailing them with no reply, I phoned to discover 1 item would not be available for 2 months so had a refund, but the other 2 items would be sent out the following week. That second delivery came today & low & behold still 1 item missing & no mention on the delivery note. After phoning yet again I was told it would be sent out separately. I will wait & see if that does happen but I shall definitely not be ordering from them again. They clearly have problems in communicating with their customers or providing any customer service. I appreciate that items might be out of stock or that there might be a delay in despatching some items, but surely it's not beyond the realms of technology or common sense to inform the customer what is going on. Is that too much to ask?
Quote: Originally posted by AJTJ76 on 29/7/2013
I have also had problems with an order I placed with Riversway Leisure & the only reason I ordered from them was that I had 7 items to buy & thought it would be easier to get it all from one supplier. How wrong can you be. The first delivery had 3 items missing with no explanation on the delivery note nor any email or phone call as to why. After emailing them with no reply, I phoned to discover 1 item would not be available for 2 months so had a refund, but the other 2 items would be sent out the following week. That second delivery came today & low & behold still 1 item missing & no mention on the delivery note. After phoning yet again I was told it would be sent out separately. I will wait & see if that does happen but I shall definitely not be ordering from them again. They clearly have problems in communicating with their customers or providing any customer service. I appreciate that items might be out of stock or that there might be a delay in despatching some items, but surely it's not beyond the realms of technology or common sense to inform the customer what is going on. Is that too much to ask?
Thank you for your post. I absolutely agree that you should not be chasing us continually for an update to out of stock items. If you can email me at ukcampsite at riverswayleisure.co.uk with your address I will look into your order.
Not sure what's going on at Riversway Leisure but we've visited twice (luckily whilst passing and not a special trip) and they'd parked a van right across the shop entrance.
Visit 1 - "SHUT FOR STOCK TAKING"
Visit 2 - "CLOSED DUE TO UNFORSEEN CIRCUMSTANCES".
Amazing family weekend with old steam engines, classic car displays, market stalls, and full catering and bar. And camping on site - Save £25 by booking in advance.
Topic: Riversway Leisure
