Extremely Poor In-Store Customer Service – Romford Branch (RM11) While the parts and pricing here are competitive—often better than other big-name stores—the in-store customer service at the Romford branch is absolutely horrendous. I’ve visited this branch three times, and on every occasion, there has been no one at the till point. I’ve had to wait around while the staff sit in the back office, clearly visible through the open door, completely ignoring waiting customers. There’s no acknowledgment, no greeting—just a total lack of basic customer service. Visit 1: On my first visit, I was served by a young South Asian-looking consultant. I told him I was there to collect brake discs and pads I’d ordered online a few days earlier. Without checking the system, he bluntly told me that they only hold orders for 72 hours and I’d have to reorder. I explained that my confirmation email stated the parts would be ready for collection from 9am that day. Only then did he reluctantly go into the back. He returned empty-handed, saying the parts weren’t there. I showed him the email again, and he disappeared into the office. After multiple back-and-forths—and with no apology—he finally came out with the parts and handed them over without a word. It was a frustrating and rude experience. Visit 2: On my second visit, I saw the exact same thing happen to another customer, this time being dealt with by an Eastern European-looking consultant. Unfortunately for that customer, they were just told to come back tomorrow. Visit 3: Same story: no one at the counter, staff in the back ignoring customers. The pattern is clear—this isn’t a one-off issue; it’s a systemic failure in customer service. Even overhearing phone conversations, the service sounds just as unprofessional. Phrases like "I think" or "maybe" dominate. There’s no confidence or clarity in the way they communicate with customers. To management: Your customer service is driving away in-store sales. If I wasn’t chasing the lower price, I would have walked away a long time ago. This level of service is simply unacceptable and reflects very poorly on your brand. You need serious improvements in training, professionalism, and basic customer handling