Screwfix Tyseley

I am new to D.i.Y and had a million questions regarding drills, drill bits and other stuff.. I am the type of person who asks a million questions and I had the pleasure of being served by an absolute gent called Malcolm at this branch, what an absolute patient and knowledgeable man. Malcolm guided me through exactly what tools I would need for the job and answered every question in depth whilst also recommending me other products that would help with the task at hand. When screwfix has employees like this they need to be cherished. Great branch, great staff highly recommend!

There’s no point in doing click and collect at this store. There is no priority for those ordering in advance, you’re in the same long line of people who have a million questions before placing an order. So many reviewers below complain about the non-existent click and collect in this store but they will only respond to people who give them five stars. If you are happy to click and stand in a queue with every other person who doesn’t click and collect then come here. Someone from Screwfix needs to address the multiple reviews complaining about click and collect at this store.

Shocking experience. Hate using the race card but can’t help but feel this was racism from a so called "manager" called "Anna" (short hair). I went to the store to purchase white spirit vinegar to remove. Upon approaching the till I was told I needed show physical ID as I look under 25 years old. As I didn’t have any ID with me, I was told I could not purchase this item. Working as a senior practitioner within the NHS, I understood the policies and procedures around this. I gracefully left the store without becoming problematic or argumentative, which can be seen on CCTV camera. A family member (aged 52) then entered the store to purchase the white spirit vinegar. She approached the till and the cashier begun to process the transaction. Anna the manager then stopped this staff member half way, and stated they could not process the transaction as the white spirit vinegar “is for him” pointing towards me. As I mentioned before, this white spirit vinegar was to remove paint stains from our family home, It did not matter who was making the purchase, whether it was myself or my family member, as it was mutually needed for all of us. It just happened to be the case, that I went to purchase the item first as my family member was waiting in the car in their pyjamas. I feel Anna’s attitude was confrontational and rude, her customer service skills were appalling. She did not let us speak or explain ourselves. We remained calm and collected throughout the conversation, despite feeling confused. To confirm our feelings, the other staff member said to Anna “we haven’t done this before”, other customers were also in agreement that Anna was being unreasonable. Anna then begun to ask my family member, a 52 year old woman, for physical I.D to purchase the white spirit vinegar. To my understanding, the rule is, if someone looks under 25 years of age, they are asked for I.D. I cannot understand why a 52 year old woman would genuinely be mistaken for an under 25. This again leads me to believe that Anna was being unreasonable and rude towards us. To deflect from the situation, Anna accused us of swearing at her. This was not the case, no curse words were said towards her. This whole experience left me with a distasteful feeling. I genuinely understand policies and procedures that are put in place, and I understand why I was asked to show physical I.D in the first place. What I do not agree with is, being spoken to in a disrespectful manner, not being listened to and not being given the chance to explain ourselves. I also do not appreciate hearing a staff member tell her manager “we don’t usually do this” because that statement itself, signifies that we were being singled out and targeted. Situations as such, should be dealt with using good interpersonal and customer service skills, to diffuse the situation, not to escalate it with impudence and an abrupt communication style. I do hope that this staff member is spoken to about their customer service skills and impoliteness, and this matter is investigated.

Dan is a legend. Sorted out our issue and refund despite them close to the closing time. Andy was also good so big props to them for sorting us out. Customer service is good here but the company itself is absolutely rubbish. I won’t be using them ever again, their call centre team have no customer service skills so I’ll take my business elsewhere. Otherwise the guys in here deserve a lot more than they get from this appalling company.