Primark Good morning.
Mktg Hi, do you have a customer service line?
Primark What's it regarding?
Mktg I just have a query.
Primark Bear with me one moment. (Puts Mktg through. It rings to a voicemail. Mktg calls back.)
Primark Good morning, Primark.
Mktg Hi, I rang just now. You put me through to customer services but it rang through to an answerphone. Do you not have a general customer services line?
Primark Yeah, I'll try another line for you. Bear with me one moment. (Puts Mktg through. It rings to a voicemail. Mktg calls back.)
Primark Good morning, Primark.
Mktg Hi, I rang earlier and you put me through to another voicemail. Is there anyone who is available?
Primark What's it regarding?
Mktg I plan on visiting the Oxford Street store at lunchtime, but I'm worried about being crushed in the crowds. Is it still quite busy?
Primark It's still busy in the store but it's not busy outside the store. We're not actually based in the Oxford Street store. We're just taking calls for them because obviously they're quite busy. I think it's quiet outside.
Mktg I'm concerned as I read stories about people being crushed against the doors on the opening day.
Primark No, it hasn't been like that since Thursday. Friday was quite busy and yesterday was a lot quieter. It's busy in the store with people queuing to pay.
Mktg Has lots of the stock sold out?
Primark The shelves were restocked on Sunday. They get deliveries most days so they restock the whole time.
Mktg Has it got more stock than your other stores?
Primark It holds the whole range of Primark.
Mktg OK. And can you tell me the nearest Primark in my area?
Primark Let me transfer you through to someone. Hold on one moment. (Puts Mktg through. It rings to a voicemail.)
VERDICT
I was surprised that Primark does not have a proper customer service centre, considering that it has 162 stores in the UK and the huge media coverage that followed its Oxford Street store opening. While pleasant, the call-handler put me through to two voicemails before I could get my questions answered. She then put me through to another voicemail when I asked about the location of my nearest store - not the best way to disseminate information.
SCORE 3/10.