Staff in some of the UK’s biggest electrical stores lack basic knowledge of the products they’re selling, reveals an undercover investigation by Which?.
The consumer champion visited branches of Comet, Currys, John Lewis and Richer Sounds, plus independent shops, to assess the advice given by staff. The experts found staff regularly gave bad advice, including confusing HD Ready with Full HD TVs.
Only eight of the 154 stores visited were rated as excellent for knowledge of TVs and personal video recorders (PVRs) - none of these were Currys or Comet stores. Several staff also used “hard sell” tactics when promoting LED TVs over LCD models, although LED is generally more expensive and not always better.
Peter Vicary-Smith, Which? chief executive, says:
“Electrical stores have to up their game and train their staff properly. We trust them to know about the products they’re selling.
“Unfortunately, big retailers are letting their customers down, offering wrong or misleading advice that could leave people shelling out more money for features or products they just don’t need.”
To see examples of poor advice filmed during follow up visits to the worst performers, visit www.which.co.uk/shopfloor; and to share your experiences, visit the Which? Conversation
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