Take two scenarios. One where I take my old ma to buy a new lamp from Homebase, the other where I try to buy a Bluetooth USB dongle from High Street stores. In both cases the shops failed miserably. Then compare them with two Internet deals I made recently.

Appalling staff training

Homebase had exactly what ma wanted. There, on a large display, the lamp priced at £14.99, with directions to shelf 8 to find the boxed-up lamps. But the price sticker under shelf 8 says £24.99. I query it with a member of staff who confirms the price with her bar code scanner and refuses to honour the displayed price of £14.99.

As this was exactly the lamp ma wanted we reluctantly took it to the till where they charged her £29.99 and refused to accept the two other prices. Raising this with the “Section Manager” only got us the soft-voiced ‘dealing with a stroppy customer’ attitude and no change. Personally, I’d have shoved the lamp somewhere painful and go find one elsewhere.

No knowledge of goods

Next day I tried to buy a Bluetooth dongle from Currys Digital and a small independent store. My one query being that it has to run under Mac OS X which will take any standard USB or Bluetooth device. The packaging on the ones displayed blab on about Windows XP only, driver software, blah, blah, blah. When queried about the device and can I bring it back it if doesn’t work, the sales staff state categorically that it won’t work under OS X.

“Have you ever used OS X, seen it running or have any training in it?”

“NO” they respond (even though Currys sell Macs).

“So how come you are an expert in Mac OS X?”

As it is, all the Bluetooth dongles would work fine with no drivers necessary.

With staff as badly trained (and possibly committing offences in the case of Homebase) it is no wonder High Street shops are feeling the pinch. I’m buying increasing amounts from the Internet where the type of products on sale have become completely diverse.

Quality service, great prices

Recently I purchased a heavy-duty garden shredder from Gardenlines one Sunday afternoon. The following morning a nice lady calls and tells me the courier had just collected it and the next day the courier company call to ensure they could deliver it in an hours time. They even offered to help unpack the machine, a heavy beast, and dispose of the bulky card and polystyrene.

Yesterday I bought two books from Tescos on-line. Their email told me the books were dispatched at 21.56, the package arrived first post this morning. I make all our bread and pizzas, purchasing speciality flours direct from Wessex Mill’s website where Paul the miller will help you decide which flour to use for special tasks. Our cider comes straight from Rich’s Orchard where Jan, the farmer’s wife, mixes it to our taste. Our wine is direct from the vineyard. Garden products such as compost, manure and bark chips are bought on line and delivered by the coalman to the exact spot needed, even lugging it across muddy borders (he gets a drink for that).

The High Street is under attack and it isn’t fighting back, neither on price nor service. As things go, it deserves to lose.