Downtown Store Grantham — Restaurant in South Kesteven

I chose to buy and have installed an expensive carpet for the entire upstairs from Downtown. The fitter did a lousy job on the landing and in the bedrooms where the metal strip across the door is, leaving the carpet loose and rippling. I asked Downtown if somebody could come and have a look at the carpet and the same fitter came back to “sort it out”. The appearance had not improved and by then Downtown was implying that the problem must be with the carpet itself,so they ask somebody from Ulster carpets to come and see. Unsurprisingly, they said that the carpet was not faulty. Then Downtown sent another fitter to try and rectify the problems: he did what he could but even he couldn’t work miracles. Then we had their estimator coming to assess the situation and this is where things get weird: he told my husband that the fitting looked to have been done as a “fast” job. He even expressed perplexity at some areas where you can push the carpet down (onto air?) and can hear a “squelchy” noise. He then measured the landing and off he went to write his report. We now have an email from the sales manager saying that Downtown is not at fault and that we can escalate our complaint to the retail ADR. So, in a nutshell: one of their fitters messed up and now I am stuck, powerless and several thousand pounds lighter. By the way, they said it would cost the less than £500 to replace the carpet. Great customer service. Unfortunately I had to give one star: one too many. Bottom line: trust a local fitter.

Thank you, Downtown for your reply. My issues: I never doubted the quality of the carpet I am disappointed by the quality of the fitting. I would expect a professional fitter to spot the “problem” of raised/sunken wood. I am sure you would expect a surgeon to see a problem and fix it straight away: you wouldn’t want to be opened up and closed up until something gets it right. You may think you have done all you can but you have not: you can replace that small bit of carpet using a knowledgeable, expert fitter who is able to do...

What has happened to the once Great Gonerby Downtown store at Grantham. Once a great place to go and shop with lots of high end goods and great service, but now looks the same as you would find elsewhere. On our last visit we find the store looking tired and in need of some TLC in lots of places. Although this out of town store still has some charm and attracts some coach load of shoppers from around the surrounding areas, the amenities and the overall experience certainly is found to be lacking, especially if you decide to go to the garden center side and go for anything to eat. The menu is very limited and now it is all table service which would be great. Although this is seriously found to be dysfunctional at the very best having to wait over half an hour for a simple Panini and a jacket potato, presentation on both were very poor. Salad was very poor with no actual salad leaves, Just a few cherry tomatoes and chopped red onion and the obligatory chopped cucumber of course. Although the salad was fresh, it was just bunged on the side of the plate. As for the baked potato, it wasn't even cut. It was just a simple potato placed on The plate. There was lots of staff to be found, collecting plates and tidying tables but only one seem to be actually bringing any food to the tables. The rest were just going here and there in a busy fashion, nobody seeme to be in any kind of hurry . The overall impression and experience of the shopping trip was severely lacking in anything unique with prices on the high side for items you can clearly get online for significantly less. Service lacking and poor food. This place is definitely not what it used to be? Maybe if they could ever get round to doing the alterations to downtown Gonerby it will find its way again, but for now there are lots of better shopping experiences to be hard. Very sad overall...

Dear Manager,

I am writing to raise a formal complaint regarding the conduct of a staff member named Sam in the School Clothing department at your Downtown Shopping Centre.

During our visit, we were extremely disappointed by the way Sam interacted with us. She was loud, aggressive, and came across as very stressed. Her tone and attitude made us feel spoken down to, not just us but also towards other customers around.

This shopping trip was meant to be a memorable and special moment for our family, as our daughter is starting secondary school. We were excited to buy her uniform and make this milestone feel special. Unfortunately, that experience was completely overshadowed by the unprofessional behaviour we encountered.

To make matters worse, after her interaction with us, Sam began talking to her colleagues about us while glancing over, making us feel extremely uncomfortable and singled out. She even made a dismissive comment, “They’re still here,” which we found rude and unnecessary. Of course we were still there – shopping centres are for browsing and making careful choices, especially when buying something as important as schoolwear.

The entire interaction left us feeling belittled and unwelcome. In the end, we walked away without buying anything, which is very disappointing. This is not the level of service we expect, and it has certainly shaken our trust in shopping with you.

We strongly suggest that Sam receives further training in customer service and managing stress appropriately, as no customer should be made to feel this way. We would like reassurance that this is not the standard of service your company provides. Unless steps are taken to restore our confidence, we will not be returning.

I look forward to your response.

Yours...