Had I visited the Hayes branch first
Had I visited the Hayes branch first, I would have been leaving a five-star review. Unfortunately, my experience at the Willesden branch left such a bad impression that I felt I needed to share it.
I went into the Willesden branch intending to spend what ever it cost to get my goods. The first member of staff I approached couldn't have seemed less interested in helping me. Walking away whilst i was talking to him leaving me standing in the shop whilst he walked out into the yard. I then spoke to another member of staff, (liverpoolian accent) who simply told me that one of the items I wanted was "sold out" and "just go into the yard someone in the yard will help ya" with no care or consideration for my safety and only to be told when i got out there that im not suppose to walk through the yard that way as there was a specific route i was meant to take for my safety - can you imagine!! Sadly he did not go on to ask if he could assist me either! Of the 3 staff members i encountered none of them gave me the assistance i required there was no attempt to check another branch for the missing item, look on the system, for the other items, point me in the right direction or other. I was effectively left to wander around the yard trying to work things out for myself.
Ironically, the only person who stopped to ask if I needed help was a member of staff driving a forklift. He pointed me in the direction of the Hayes branch, and I'm so glad he did.
The experience at Hayes was completely different. The customer service was excellent. The staff member there took the time to understand what I needed, explained the different options, checked stock, and made sure I bought the right products. I left feeling valued as a customer and confident I'd bought everything I needed.
The contrast between the two branches couldn't have been greater.
I can't say for certain why I was treated so differently at Willesden, but I left feeling ignored, unwelcome and, as a Black man, questioning whether the colour of my skin played a part in the lack of service I received. That isn't a feeling any customer should leave with.
Thankfully, Hayes restored my faith in Keyline and secured a sale of over £400 that Willesden lost.
I hope Keyline recognises that customer service should be consistent across all branches because my experience at Willesden fell well below the standard I received at Hayes.
My only regret is that i did not ask the sales person in Hayes for his name because he deserves recognition for his professionalism and helpfulness alongside the young (black) forklift driver in Willesden - thank you both
