The Club Shop - Can we do it better?

Parky1953

Parky1953

Well-known member
So I visited the club shop early doors today as I wanted to purchase a couple of items.

Having tried on what I wanted, I eventually picked up two further items and walked over to the till.

I was met by the most uncharismatic character I’ve ever come across in the shop. The conversation went like this, and I’m a friendly character…

Me - Alright bud, please could you scan this and let me know the price.

BFC - £35.

Me - Ok, thank you. As I’m buying four items for £150, would there be any chance of a discount?

BFC - We don’t do discounts.

Me - Not even 10% for a STH?

BFC - We don’t do any discounts.

Me - Great thanks.

BFC - Put your card in there.

I mean, come on. I don’t want the earth but we spend our hard earned cash following our team and this is what we get back. Is it just me that finds it disappointing? Even if the lad had just shouted up, “Any chance of a discount on four items” and had been told no, I’d have at least felt like he made the effort.
I’m pretty sick of the poor customer service we get from BFC. I’d understand if I was a knob, or if I was rude, but I’m far from it.

I would’ve orders the items online to get them earlier but the £6 postage is ridiculous, especially when the sizes are all over the place and you have to return them to the shop for an exchange!

Are BFC getting it right? I don’t think so. What do others think? Can we please make some positive changes?

We should be a family friendly club that are proud to wear the shirt and serve other customers with at least a smile, surely that’s not much to ask!
 
Parky1953 said:
So I visited the club shop early doors today as I wanted to purchase a couple of items.

Having tried on what I wanted, I eventually picked up two further items and walked over to the till.

I was met by the most uncharismatic character I’ve ever come across in the shop. The conversation went like this, and I’m a friendly character…

Me - Alright bud, please could you scan this and let me know the price.

BFC - £35.

Me - Ok, thank you. As I’m buying four items for £150, would there be any chance of a discount?

BFC - We don’t do discounts.

Me - Not even 10% for a STH?

BFC - We don’t do any discounts.

Me - Great thanks.

BFC - Put your card in there.

I mean, come on. I don’t want the earth but we spend our hard earned cash following our team and this is what we get back. Is it just me that finds it disappointing? Even if the lad had just shouted up, “Any chance of a discount on four items” and had been told no, I’d have at least felt like he made the effort.
I’m pretty sick of the poor customer service we get from BFC. I’d understand if I was a knob, or if I was rude, but I’m far from it.

I would’ve orders the items online to get them earlier but the £6 postage is ridiculous, especially when the sizes are all over the place and you have to return them to the shop for an exchange!

Are BFC getting it right? I don’t think so. What do others think? Can we please make some positive changes?

We should be a family friendly club that are proud to wear the shirt and serve other customers with at least a smile, surely that’s not much to ask!
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Do you do the same at Tescos?
 
Loco said:
Simon is putting in lots of money and so should you. Or words to that effect. It's his hard earned cash too.
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I don’t follow though. I’m not talking about not putting in cash as I’m obviously happy to do that. I’d expect to be treated like that if I went into PNE’s shop wearing my tangerine shirt, not at Bloomers by a fellow supporter.

Just disappointed.
 
seasideone said:
Do you do the same at Tescos?
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BFC is not Tesco, it’s a different more personable business with a niche clientele.

I don’t shop at Tesco. However, when I do shop, I have good crack with whoever is serving me most of the time. It doesn’t take much to be friendly, especially in this environment.

This is only my opinion of course.
 
Parky1953 said:
BFC is not Tesco, it’s a different more personable business with a niche clientele.

I don’t shop at Tesco. However, when I do shop, I have good crack with whoever is serving me most of the time. It doesn’t take much to be friendly, especially in this environment.

This is only my opinion of course.
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Why on earth would you expect discount at BFC for buying a few items?

Do you do that in your local shops then as well?

Being personable is not about discount, boasting about being personable is a joke to be fair - as that is how you should always behave!!!
 
seasideone said:
Why on earth would you expect discount at BFC for buying a few items?

Do you do that in your local shops then as well?

Being personable is not about discount, boasting about being personable is a joke to be fair - as that is how you should always behave!!!
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If you read my post correctly. I never expected a discount. Blimey, do people read posts on here or just come on for a fight?

My point is more relating to the poor customer service received and how it would be so much easier to be better.

I really don’t understand your last comment!
 
Ok, I think people are thinking I’m pissed because I didn’t get a discount! Not the case.

Yes it would be a nice gesture, especially when spending such an amount at your club (not the local co-op), but my point relates to the service, or lack of it!

Blimey, you can’t hold a discussion on this board. It’s straight for the jugular of anyone who wants to discuss anything!
 
Parky1953 said:
If you read my post correctly. I never expected a discount. Blimey, do people read posts on here or just come on for a fight?

My point is more relating to the poor customer service received and how it would be so much easier to be better.

I really don’t understand your last comment!
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I don't see any poor customer service in your post? You asked for a discount and was told there wasn't one.
 
100% with you Parky. I try to be personable and polite with all. I used to get pissed off when people were rude/uninterested. I'm now indifferent. I'm still polite but don't let it bother me if others aren't
Agree again, some of the posts on this thread are missing the point.
 
Was are you saying the lad was rude or offhand Parky?

I mean I get your point if he was rude or off hand, but I don’t agree that he needs to ask someone else to show he’s making an effort… If he knows they don’t give discount (and is imagine he’s been asked the same question multiple times before) then he’s got no need to ask anyone else, just to make you feel better.

It’s kind of like walking into a dentist and asking them for a bag of fish and chips and then being pissed off because the receptionist didn’t check with her manager, before telling you they didn’t sell fish and chips.
 
I get the miserable staff. Encoutered them several times. Always thought they'd sell more with a bit of cheer, a smile and a bit of helpfulness. Completely lacking in that shop. It even feels a bit sad and depressing when you walk in.

But asking for a discount? Did the OP think he was in a backstreet gift shop in Marrakesh or something? This is England mate. How utterly peculiar.
 
BFC_BFC_BFC said:
Was are you saying the lad was rude or offhand Parky?

I mean I get your point if he was rude or off hand, but I don’t agree that he needs to ask someone else to show he’s making an effort… If he knows they don’t give discount (and is imagine he’s been ask thed the same question multiple times before) then he’s got no need to ask anyone else, just to make you feel better.

It’s kind of like walking into a dentist and asking them for a bag of fish and chips and then being pissed off because the receptionist didn’t check with her manager, before telling you they didn’t sell fish and chips.
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I think he was bewildered at the nonchalant attitude of the staff. That's my take on it.
 
BFC_BFC_BFC said:
The staff in there certainly don’t exude enthusiasm for the job, that’s for certain.
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I don't get why there is no buzz from the staff? Are they treated badly or overworked? It really isn't a friendly place to walk in to. My daughter works in Primark at weekends and she comes home telling me she has had great banter with the punters etc. Also the knobheads too but enjoys working in there.

It's been like that for a long time in the club shop too. Something or someone is making the place a miserable shopping experience.
 
Macseasider said:
I don't get why there is no buzz from the staff? Are they treated badly or overworked? It really isn't a friendly place to walk in to. My daughter works in Primark at weekends and she comes home telling me she has had great banter with the punters etc. Also the knobheads too but enjoys working in there.

It's been like that for a long time in the club shop too. Something or someone is making the place a miserable shopping experience.
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In fairness, I think it's hard enough to get staff who are semi reliable and willing to turn up to work at all for that kind of job, so perhaps you can't be too choosy, but a smile and a personable disposition wouldn't go amiss.
 
I go the the club shop on many occasions whether it be for tickets,coach travel or merchandise. Spend fortunes in the shop especially at Xmas on lots of gifts such as calendars. Cups. Wallets. Jackets. Xmas jumpers at times I’ve spent maybe £400 in one go and never expected a discount as I know they don’t do discounts. I have always found the staff pleasant enough
I don’t get the point of you’re post at being answered

The staff will already be aware they don’t offer discounts so he didn’t need to ask other staff members about discounts. He answered youre question saying no we dont do any discounts Nothing wrong with that.
 
Parky1953 said:
So I visited the club shop early doors today as I wanted to purchase a couple of items.

Having tried on what I wanted, I eventually picked up two further items and walked over to the till.

I was met by the most uncharismatic character I’ve ever come across in the shop. The conversation went like this, and I’m a friendly character…

Me - Alright bud, please could you scan this and let me know the price.

BFC - £35.

Me - Ok, thank you. As I’m buying four items for £150, would there be any chance of a discount?

BFC - We don’t do discounts.

Me - Not even 10% for a STH?

BFC - We don’t do any discounts.

Me - Great thanks.

BFC - Put your card in there.

I mean, come on. I don’t want the earth but we spend our hard earned cash following our team and this is what we get back. Is it just me that finds it disappointing? Even if the lad had just shouted up, “Any chance of a discount on four items” and had been told no, I’d have at least felt like he made the effort.
I’m pretty sick of the poor customer service we get from BFC. I’d understand if I was a knob, or if I was rude, but I’m far from it.

I would’ve orders the items online to get them earlier but the £6 postage is ridiculous, especially when the sizes are all over the place and you have to return them to the shop for an exchange!

Are BFC getting it right? I don’t think so. What do others think? Can we please make some positive changes?

We should be a family friendly club that are proud to wear the shirt and serve other customers with at least a smile, surely that’s not much to ask!
Click to expand...
I find that overall the staff in the ticket office lack the skill helpfulness and charisma that other clubs have. I have regularly spoken to other clubs and in my opinion they are certainly more helpful and professional than ours.
 
No matter how you dance around it, your title "can we do it better?" is a pretty thin veneer over "I asked an entitled question, got a short answer".

I guess now the team is in better form the moaners are having a go at the poor guy working a busy shift at the shop/the food at half time. I'm sure using your phone at the turnstiles will be back on the agenda next week too.
 
What is with some people on here we win a game and then let's find something to slag off.

Nothing wrong with the staff at the club shop a couple are a touch on the quiet side but in general their OK.
I went in twice yesterday once in the morning and the lad who served me for Oxford tickets had a laugh with, after the game for merchandise female very pleasant.

As to asking for a discount what a cheeky get.
 
He probably couldn’t be arsed with you once you asked for discount, nothing more irritating then being asked that when your not the owner of the shop and it isn’t your place to start giving out discounts.

I get that he may not have been smiling from the start but if I’m not having a good day and then someone asks me for discount in a place of work that I have no control of the prices over I’d just want to move onto the next customer as soon as possible.
 
Parky1953 said:
So I visited the club shop early doors today as I wanted to purchase a couple of items.

Having tried on what I wanted, I eventually picked up two further items and walked over to the till.

I was met by the most uncharismatic character I’ve ever come across in the shop. The conversation went like this, and I’m a friendly character…

Me - Alright bud, please could you scan this and let me know the price.

BFC - £35.

Me - Ok, thank you. As I’m buying four items for £150, would there be any chance of a discount?

BFC - We don’t do discounts.

Me - Not even 10% for a STH?

BFC - We don’t do any discounts.

Me - Great thanks.

BFC - Put your card in there.

I mean, come on. I don’t want the earth but we spend our hard earned cash following our team and this is what we get back. Is it just me that finds it disappointing? Even if the lad had just shouted up, “Any chance of a discount on four items” and had been told no, I’d have at least felt like he made the effort.
I’m pretty sick of the poor customer service we get from BFC. I’d understand if I was a knob, or if I was rude, but I’m far from it.

I would’ve orders the items online to get them earlier but the £6 postage is ridiculous, especially when the sizes are all over the place and you have to return them to the shop for an exchange!

Are BFC getting it right? I don’t think so. What do others think? Can we please make some positive changes?

We should be a family friendly club that are proud to wear the shirt and serve other customers with at least a smile, surely that’s not much to ask!
Click to expand...
If you're looking for a common sense answer then you're in the wrong place.
 
I’ve experienced fantastic service in the shop, but unfortunately I have experienced the ‘I really can’t be arsed to work’ miserable staff. I understand where OP is coming from and lots and lots has changed for the better at the club. Probably this area needs some retraining on customer service, because a happy customer buys more.
 
I’ve always found the ticket office staff to be great. Rarely go in the club shop but when I have it’s been fine.

It’s a nice surprise getting decent service these days, it’s bad more often than it’s good.
 
Parky1953 said:
Ok, I think people are thinking I’m pissed because I didn’t get a discount! Not the case.

Yes it would be a nice gesture, especially when spending such an amount at your club (not the local co-op), but my point relates to the service, or lack of it!

Blimey, you can’t hold a discussion on this board. It’s straight for the jugular of anyone who wants to discuss anything!
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So you didn’t want the discount that you asked for twice?
 
April13th1970 said:
I asked for 10% off a box of250 teabags there so the checkout girl opened the box & took 25 out
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Reminds me of the Jimmy Carr joke - there was a sale at the bookshop, a third off all titles. So I bought “The Lion, The Witch and….”
 
Parky1953 said:
So I visited the club shop early doors today as I wanted to purchase a couple of items.

Having tried on what I wanted, I eventually picked up two further items and walked over to the till.

I was met by the most uncharismatic character I’ve ever come across in the shop. The conversation went like this, and I’m a friendly character…

Me - Alright bud, please could you scan this and let me know the price.

BFC - £35.

Me - Ok, thank you. As I’m buying four items for £150, would there be any chance of a discount?

BFC - We don’t do discounts.

Me - Not even 10% for a STH?

BFC - We don’t do any discounts.

Me - Great thanks.

BFC - Put your card in there.

I mean, come on. I don’t want the earth but we spend our hard earned cash following our team and this is what we get back. Is it just me that finds it disappointing? Even if the lad had just shouted up, “Any chance of a discount on four items” and had been told no, I’d have at least felt like he made the effort.
I’m pretty sick of the poor customer service we get from BFC. I’d understand if I was a knob, or if I was rude, but I’m far from it.

I would’ve orders the items online to get them earlier but the £6 postage is ridiculous, especially when the sizes are all over the place and you have to return them to the shop for an exchange!

Are BFC getting it right? I don’t think so. What do others think? Can we please make some positive changes?

We should be a family friendly club that are proud to wear the shirt and serve other customers with at least a smile, surely that’s not much to ask!
Click to expand...
A couple of things.
First of all well done for spending that kind of money and I'm not being sarcastic.
In the bad old days you used to get a 10% discount voucher at the back of your season ticket book. I don't think that has happened post Oyston.
There are frequently sales in the shop and perhaps you might in future take advantage of the many offers.
As for the staff there are many differently personalities working there but I've never had anything other than good service.
Finally back to discounts you did of course get a pretty decent discount
on a standard match day ticket by supporting the Club in buying a season ticket.
 
AlternativeSeaside said:
service in the UK in retail is generally very poor, it’s not just at BFC, having said that whilst I was back I England in the summer I purchased three Pool shirts for Brazilian peeps and the guy on the phone was actually very helpful on advice about sizing. Luck of the draw I guess.
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There surely has to be a happy medium between our retail experience and that provided by the completely OTT Yanks. On a trip to Florida I was invited by a too friendly fellow to "ENJOY YOUR TRAINERS"
 
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Our club shop has come a long way since Geoff Warburton used to have a broom cupboard and 10 items behind the counter. I do think, however, that much of the merchandise - or merch, for all you youngsters - is overpriced and low in quality.

From my own perspective, I buy San Francisco 49ers gear from the fanatics.com site in the US, to get gear on there that you cannot get on the Fanatics UK site. With all the discount codes, like the one seen below, the price comes out roughly the same even with the import and postage costs.

The point I would make is, US shops and sites have the volume of sales to offer the discounts but it is those discounts that help drive the sales. The more you spend, the more you save, I suppose, if you are in a position to do so.
IMG_0178.jpg
 
I can only speak from my own experiences and I have spent a lot of money in the Club Shop since Simon Sadler bought the Club .

I have always been pleased with the service ..

There is a member of staff who appears shy and quiet but for me that is all , not rude or could not care less.

Sarah and the staff are imo doing a good job in what must be difficult at times with the ticketing problems.
 
I was in there on Thursday morning.The lady that has served me many times gave me very good customer service as she always does.Whilst I was browsing around I overheard a chatty young girl talking with some members of staff at the desk.I’m not even sure she was buying anything and she was talking quite loudly about her history of following the club etc through her father.In my experience most assistants in retail would try to wrap up that chat and move her on but both of them stayed there chatting to her enthusiastically the entire time.I thought it was lovely of them and she was openly discussing some personal family things in earshot of everyone.

I would also say when I have ordered online before and my item was out of stock.I received prompt emails with alternatives or choice of refund followed up with a free delivery of replacement delivered to my door the next day.
 
Parky1953 said:
So I visited the club shop early doors today as I wanted to purchase a couple of items.

Having tried on what I wanted, I eventually picked up two further items and walked over to the till.

I was met by the most uncharismatic character I’ve ever come across in the shop. The conversation went like this, and I’m a friendly character…

Me - Alright bud, please could you scan this and let me know the price.

BFC - £35.

Me - Ok, thank you. As I’m buying four items for £150, would there be any chance of a discount?

BFC - We don’t do discounts.

Me - Not even 10% for a STH?

BFC - We don’t do any discounts.

Me - Great thanks.

BFC - Put your card in there.

I mean, come on. I don’t want the earth but we spend our hard earned cash following our team and this is what we get back. Is it just me that finds it disappointing? Even if the lad had just shouted up, “Any chance of a discount on four items” and had been told no, I’d have at least felt like he made the effort.
I’m pretty sick of the poor customer service we get from BFC. I’d understand if I was a knob, or if I was rude, but I’m far from it.

I would’ve orders the items online to get them earlier but the £6 postage is ridiculous, especially when the sizes are all over the place and you have to return them to the shop for an exchange!

Are BFC getting it right? I don’t think so. What do others think? Can we please make some positive changes?

We should be a family friendly club that are proud to wear the shirt and serve other customers with at least a smile, surely that’s not much to ask!
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The old season tickets used to have discounts vouchers for the club shop and free pies 🍊
 
It doesn't take much to be pleasant and engage with customers tbh. The Club should expect that as the server is the 'face' of BFC.

Also I'm sure the paper ST's used to have a couple of discount vouchers in. Again, this is something they could add into for a Gold level STH, whereby they pay, maybe £50 more for the ticket, but have benefits added in.
 
BFC59 said:
I can only speak from my own experiences and I have spent a lot of money in the Club Shop since Simon Sadler bought the Club .

I have always been pleased with the service ..

There is a member of staff who appears shy and quiet but for me that is all , not rude or could not care less.

Sarah and the staff are imo doing a good job in what must be difficult at times with the ticketing problems.
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Sarah’s brill…
 
Parky1953 said:
No idea, who’s done that?
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Well your O/P complains about not getting a discount 3 separate times followed by a moan about the cost of postage. Therefore, the main theme of your post appears heavily related to your spending.

Then, having not got a reduction, your frustration seems to switch to lashing out at a poor sales assistant who just seems to be doing his job.

I've never had a problem with anyone serving me in there. Then again, I wasn't hoping to get more for less.
 
While a lot of small businesses may give you a discount for luxury items or high-value items if you ask it is usually because the items
they are selling are not unique to them and they don't want you to go elsewhere, in the case of this store most of the items are sold only by them, so why discount.
 
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