Support Portal

FAQs for Appointment Bookings

Below is suggested content to add to your website so that your customers can understand why and how the booking process is put in place in your stores. This is free for you to adapt to suit your needs, however we've compile a few FAQs that might help get your started.

Why do I need to create an appointment booking?

We have started offering customers the option to pre-book one-to-one appointments in our stores in order to provide a better experience when shopping with us. However you do not have to pre-book a time and date to come to our stores.

Due to Covid-19 Government guidance, we are limiting the number of people we allow in our stores at any one time. This is to ensure the health and safety of our customers and store colleagues, which is our number one priority. As a result of this occupancy restriction, during peak shopping times, you may need to queue to enter the store. If you pre-book your arrival, this will help us see you at a specific time so you do not have to wait in the queue.

If you do prefer to arrive without an appointment, we have introduced a queue management system at the entrance of our stores that will allow you to queue virtually and receive text messages when it's your turn in the store. So there's no need to wait outside until we're able to let you in.

What happens when I book an appointment?

Once you've chosen an appointment slot you will receive a confirmation email and/or SMS depending on the contact details you have provided. These communications will contain the time, date and address of your booking appointment. They will also contain a link that allows you to reschedule or cancel your appointment any time.

We have partnered with a 3rd Party appointment booking software provider to offer this service: www.qudini.com.

What if I need to cancel or change my appointment?

To manage your appointment, click on the link contain confirmation email and/or SMS you received when you created the appointment. You'll have the option to cancel or reschedule your appointment. After confirming this, you don't need to do anything less. We appreciate you letting us know if you can't make an appointment.

What happens if I am late or miss an appointment?

Things come up and we understand if you are running late or are unable to attend an appointment. Our store colleagues will always try and hold your reserved appointment time as long as possible. Of course, if you cancel the appointment via the link contained within the confirmation email, this will help our in-store team know they can help another customer.

Whilst we do our best to accomodate all pre-booked appointments, if you arrive late for an appointment you may find that the store have deemed it necessary to cancel your appointment and therefore may not be able to see you straight away. Please speak to a member of staff who can reschedule your appointment or add you to the virtual queue so you can wait safely until we are able to see you.

What happens when I arrive in store for my appointment?

When you arrive, make yourself known to a member of staff. If you have your confirmation Email or SMS, show it to them so they can confirm that which appointment slot is yours. Of course if you cannot find this information upon arrival, that's not a problem. The colleague may need to ask for your name and email address to find your appointment.

What happens to my personal data when I create an appointment?

We have partnered with a 3rd Party appointment booking software provider to offer customers the option to pre-book one-to-one appointments in-store: Qudini [www.qudini.com]. Qudini only uses data it collects for online or in-store appointment so they can send email and SMS communications to customers about their appointments. Qudini does not keep your personal information for longer than deemed necessary, so once your appointment is over Qudini deletes your data so it cannot be shared or sold.



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