The Club Shop

Banana

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The Role of the Retail Store Manager

Reporting to the Head of Retail
This is interesting.

Who else would report to the Head of Retail? The Head of Online Sales? The Head of Retail Distribution?
 

Silly Hat

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This is interesting.

Who else would report to the Head of Retail? The Head of Online Sales? The Head of Retail Distribution?
The leads for all the catering and bar outlets, plus whoever is in charge of selling programmes I suspect.
 

Shamrock_Bee

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If it is the building next to Magnets they have a lot to do in a month.

Ahh is that where it's going? I walked past there this week and thought that building would be ideal and is that where the shop is going. I then said no it can't be as it's opening before Liverpool and there didn't appear to be a workperson anywhere near it unless it was lunchtime 🙂. I agree, from what I seen of the building they'll need to give a lot of overtime to open a shop there within a month.

However if it opens in there it would be great, plenty of space and places to park around it.
 

Banana

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Ahh is that where it's going? I walked past there this week and thought that building would be ideal and is that where the shop is going. I then said no it can't be as it's opening before Liverpool and there didn't appear to be a workperson anywhere near it unless it was lunchtime 🙂. I agree, from what I seen of the building they'll need to give a lot of overtime to open a shop there within a month.
There were people working on the site before the Arsenal game.
 

EarleyBee

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I ordered one of the large away shirts on Tuesday, the initial email stated 7-10 to fulfill but it turned up around midday. Nice fit, very pleased. The online shop is pretty rudimentary, Is it a module of the website, which I thought there was a recent announcement to move away from?
 

Hudgebadger

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What will this new hyper store be full of...... asking for a friend....

On a serious note is there an opening date for it?
 

LboroBee

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Chalk another up here as someone who ordered 1 shirt “in stock” online in August…then the next week received a dispatch email, then a cancellation & refund email later that day.
 

hobbsy

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What will this new hyper store be full of...... asking for a friend....

On a serious note is there an opening date for it?

Cliff is getting the ribbon ready to cut.
 

Silly Hat

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Cliff is getting the ribbon ready to cut.

Hopefully the club shop aren’t involved in its procurement, otherwise they’ll charge the club for its price and email them saying it’s been sent, then wait a week before refunding them and saying it’s out of stock, and then say on the website they’ve only got XXS ribbons in stock, and then (finally) three months later send to the club a box of spanners and some avocados 😡
 

B2B

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Can anyone advise who the head of retail is please? I’ve sent multiple emails regarding the lack of GK tops supplied and zero response. 3 days they have ignored me. What aomplete joke.

Shocking customer service - shambolic in fact.

any contact details will be appreciated and utilised.
 

Banana

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Can anyone advise who the head of retail is please? I’ve sent multiple emails regarding the lack of GK tops supplied and zero response. 3 days they have ignored me. What aomplete joke.

Shocking customer service - shambolic in fact.

any contact details will be appreciated and utilised.
Your episode of ordering a full kit for your kid and them shipping just shorts and socks is a shocking disconnect between those that work in the shop and.....football.

I hope you kids will be proud walking around Oz in shorts and shirts with some random top.

Madness!
 

rebus

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The state of the club shop is unacceptable.

It’s time for a Bourne Ultimatum.
 

horshambees

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The club has made it pretty clear the shop is a very low priority for years but I would have thought promotion might change that.
It might be a low priority for the club and be a pain in the butt, but for us the supporters, fans, dads and walking wallets it is far from low priority if we want merchandise in whatever form it appears in.
 

B2B

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They (the shop itself) have now ignored my emails for 3 days in a row - shocking customer service.

Ive had a response from a "Venue Enquiries Exec" who used to work in the shop (here I copied in) who advises "I have forwarded your email to one of the team members in the Shop and they will get back to you shortly." I had asked for contact details so the response isn't providing me any assistance at all - no definitive timeline nor nor any [new] contact details.

I still have two boys without their GK tops and no response from the club. Anyone know Bourne's email or more importantly phone number? one he will actually pick up and not just a v/mail system?
 

West Wilts Bee

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I don’t know much about the club shop. I have no clue on how much money it makes. But now we are in the premier league i would have thought that now was the time to promote it, as our fan base has grown so much. Not certain if i have asked this before, or if it is in this thread, but where will the club shop be moved too? Sorry cricket is nearly on , and i cant be arsed to go over the posts.
 

Silly Hat

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It might be a low priority for the club and be a pain in the butt, but for us the supporters, fans, dads and walking wallets it is far from low priority if we want merchandise in whatever form it appears in.
I wonder (and worry) that now that the club is a multi-million pound business, selling ‘stuff’ to fans is so low-income and time-consuming that the management see it as very low priority. I’d love to be proved wrong.
 

Old B

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They (the shop itself) have now ignored my emails for 3 days in a row - shocking customer service.

Ive had a response from a "Venue Enquiries Exec" who used to work in the shop (here I copied in) who advises "I have forwarded your email to one of the team members in the Shop and they will get back to you shortly." I had asked for contact details so the response isn't providing me any assistance at all - no definitive timeline nor nor any [new] contact details.

I still have two boys without their GK tops and no response from the club. Anyone know Bourne's email or more importantly phone number? one he will actually pick up and not just a v/mail system?

Maybe an @jmf or an @Peter G may help on this one, if they log in then hopefully can at least fast track this to where it needs to go, not sure the @ works on tablet but if you have PC mayb3 give it a go. I appreciate GPG logs ins of the two I quote shouldn’t be used for this but the service you have experienced is beyond shambolic.
 

The Librarian

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Anyone know what’s going on with Home Shirts? Been out of stock online for nearly a month now.
 

Silly Hat

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Anyone know what’s going on with Home Shirts? Been out of stock online for nearly a month now.

The most popular size shirts were out of stock before the season started. No - I didn’t make that atrocity up.

Gross mismanagement, incompetence and shameful customer relations are a core and essential part of the club shop’s rationale and performance. I’ve no idea why people haven’t grasped this yet after literally years of the facts played out right in front of us.
 

West Wilts Bee

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I wonder (and worry) that now that the club is a multi-million pound business, selling ‘stuff’ to fans is so low-income and time-consuming that the management see it as very low priority. I’d love to be proved wrong.
What happens if things go tits up on the pitch and we find our self’s in league one, the club want to sell shirts to maximise its income? It’s going to be bloody difficult season. I hope and pray that we keep on doing the right things that has made this club what it is.they should not have been running out of shirts, surely they must have known that the fan base was going to grow and they would be selling more shirts, or am I missing something here?
 

Silly Hat

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What happens if things go tits up on the pitch and we find our self’s in league one, the club want to sell shirts to maximise its income? It’s going to be bloody difficult season. I hope and pray that we keep on doing the right things that has made this club what it is.they should not have been running out of shirts, surely they must have known that the fan base was going to grow and they would be selling more shirts, or am I missing something here?

See my post 1576. The club shop is grossly mismanaged by incompetents.

Brentford depends on its supporters for its rationale - it‘s an entertainment business built on sport, and football without fans is nothing. And yet there isn’t a Customer Relations Department at the club and there isn’t a specific customer relations or interaction lead. if its customers have problems they can only either phone a number and be put on hold for an hour or so before being cut off, or send in an email that is never answered. Absolute amateur effort.

The GPG has a membership that equates in numbers to more or less the number of STs sold. It acts as the club’s canary in the mine, flagging up early issues of interest and concern to its customers. And yet what evidence is there that anyone at the club reads it and then acts upon it, unless the issue is such a fiasco they can’t ignore it any further? (E.g. the season ticket circus).

There are lots of really basic things the club could do to change its relationship with it’s customers. I’m amazed they simply don‘t seem interested at any level in doing so.
 

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Yep. Ordered a retro top after the PO final. In stock, payment went though....................... 5 days later, sorry out of stock refund processed.

Its a **** show and a close second behind the ticketing site/process.
Yes same with me for a t-shirt I've just ordered. Got an email saying it was being dispatched then few minutes later another one saying it was out of stock and I would be refunded. Haven't yet been refunded . Also why did they debit my account when it was out of stock
 

Banana

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Yes same with me for a t-shirt I've just ordered. Got an email saying it was being dispatched then few minutes later another one saying it was out of stock and I would be refunded. Haven't yet been refunded . Also why did they debit my account when it was out of stock
Because obviously there's a process failing somewhere in updating the online system with the number of items that they actually have.

Whilst that remains broken they have to fix it further downstream by emailing and refunding and dealing with people that have bought shirt, shorts and socks (all in stock) and then later being delivered shorts and socks but told shirt of out of stock.

It's very sub-optimal shall we say. Could start with "The Dummies Guide to Running an Online Store".
 

LboroBee

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I don’t often like the trend of replying with pictures, but this one seems accurate to me:
1631093337764.gif
amazing that we want to give them money and something still isn’t quite working. Where’s that portkabin shop from the 90s did they transfer that to BCS?
 

Mulitinovic

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Because obviously there's a process failing somewhere in updating the online system with the number of items that they actually have.

Whilst that remains broken they have to fix it further downstream by emailing and refunding and dealing with people that have bought shirt, shorts and socks (all in stock) and then later being delivered shorts and socks but told shirt of out of stock.

It's very sub-optimal shall we say. Could start with "The Dummies Guide to Running an Online Store".

It‘s a mess. Of the merch my kids have requested for their birthdays one order had an item missing and only when I emailed to query did I get a reply saying it’s out of stock and I’d be refunded, the next order a different item was missing but they had at least hand written on the paperwork that it was out of stock and would be refunded. As with other posters, having the shorts but not the shirt isn’t much use.

So two problems: one we have either massively underestimated demand or have a serious supply chain problem and as a result are missing out on revenue, two there‘s no stock management system keeping track of whether we actually have things the website is saying are in stock, which hardly inspires confidence to order again.
 

ruislip bee

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It‘s a mess. Of the merch my kids have requested for their birthdays one order had an item missing and only when I emailed to query did I get a reply saying it’s out of stock and I’d be refunded, the next order a different item was missing but they had at least hand written on the paperwork that it was out of stock and would be refunded. As with other posters, having the shorts but not the shirt isn’t much use.

So two problems: one we have either massively underestimated demand or have a serious supply chain problem and as a result are missing out on revenue, two there‘s no stock management system keeping track of whether we actually have things the website is saying are in stock, which hardly inspires confidence to order again.
Lots of businesses have a supply chain problem atm.
 

Chatham Bee

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Received an email on Wednesday from club shop telling me home shirts were back in stock , consequently ordered one straight away. Confirmation email sent for payment.
Yesterday received 5 emails from club shop all with in 5 minutes! First was addressed to somebody I don’t know telling them the shirt they ordered was out of stock, 2nd email was to me telling me my shirt I ordered was out of stock , 3rd email was telling me they have dispatched my shirt I had ordered and the 4th&5th emails were confirmation that I had received a refund for my out of stock purchased shirt !! So im pretty confused 🤔
 

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I was going to order the rain jacket online but with all the hassle I thought better of it.

Went to the little kiosk outside the West Stand yesterday and found the experience to be pleasant, with staff very helpful and chatty.
 

Silly Hat

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I am just looking forward to the new shop (good location) being open full of Brentford merchandise and no more problems.

I’m filing this one in the Hope Over Experience folder 🤓
 

Silly Hat

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Received an email on Wednesday from club shop telling me home shirts were back in stock , consequently ordered one straight away. Confirmation email sent for payment.
Yesterday received 5 emails from club shop all with in 5 minutes! First was addressed to somebody I don’t know telling them the shirt they ordered was out of stock, 2nd email was to me telling me my shirt I ordered was out of stock , 3rd email was telling me they have dispatched my shirt I had ordered and the 4th&5th emails were confirmation that I had received a refund for my out of stock purchased shirt !! So im pretty confused 🤔

Look on the bright side. At least they are now communicating with customers about their total ineptness and gross mismanagement. It’s a positive development that we should all applaud. Previously, they’d have never contacted you at all :)
 

TW3Bee

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I am just looking forward to the new shop (good location) being open full of Brentford merchandise and no more problems.
Did @Banana say that it was going to be located in the Magnet place opposite the West Stand?

If so there was no sign of anything resembling a club shop there, yesterday.
 

Banana

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Did @Banana say that it was going to be located in the Magnet place opposite the West Stand?

If so there was no sign of anything resembling a club shop there, yesterday.

Not the Magnet building, but the one circled next to it.

And it wasn't me that said where it was going to be, but a member of BFC retail staff to someone else that reported it on here.

1631472770853.png
 

maddogging

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Lots of work going on yesterday but still loads to do. Think originally Liverpool was mentioned but there’s no chance of that I’d say so I believe October was mentioned by someone else on here which seems more realistic
 

B2B

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They (the shop itself) have now ignored my emails for 3 days in a row - shocking customer service.

Ive had a response from a "Venue Enquiries Exec" who used to work in the shop (here I copied in) who advises "I have forwarded your email to one of the team members in the Shop and they will get back to you shortly." I had asked for contact details so the response isn't providing me any assistance at all - no definitive timeline nor nor any [new] contact details.

I still have two boys without their GK tops and no response from the club. Anyone know Bourne's email or more importantly phone number? one he will actually pick up and not just a v/mail system?

The Bourne Response / Update.

You lot wouldn't believe the events of the last few days with regards to the "case of the GK tops"....suffice to say shambles doesn't sum it up. @Silly Hat would spontaneously combust if he knew the full extent of it all ...

"There will be no more stock so can you post the shorts and socks back and we'll then arrange a refund". Not sure my response is printable here, but it 'worked' as I got an apology and a refund without resolving my initial gripe but not appeasing the two B2B Jnr's who want to mimic David Raya in Sydney. But I thought that as there was no more stock for the season I'd have to accept it. However before long more emails began to arrive, one of which stated "we will be getting more stock in 7-10 days according to Umbro"... left hand, meet the right hand....

One positive thing is that they see to be finally taking personal responsibility and offering a modicum of customer service (I'll wait and see if I actually get two shirts before heaping too much praise).

One other gripe - what can't you leave something in your basket in the online store so when you log back in its there and you don't have to trawl the site again? Or is that "for another day"
 

Banana

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One other gripe - what can't you leave something in your basket in the online store so when you log back in its there and you don't have to trawl the site again? Or is that "for another day"
Most (if not all) on-line stores will assume you have changed your mind and have abandoned your shopping after 20-30 minutes of no activity. Otherwise it could never resell the goods in your basket as they are reserved against the store's stock. (N.B. This is any ordinary online shopping system, not this extraordinary implementation of it)

Some sites have the ability to make a "wishlist" that you can move into your basket at some point in the future.
 
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