First visit 11th Sept excellent service, I came away very impressed. Today I have some less complementary observations. 1. Watch sent away for a battery, due date back 22nd Sept, left it until today 25th to go to store. Watch not back. My observation if we are customer centric and in view of the fact due to covid sales business I assume is slow. So when watch not back 22nd, sales staff could of established revised date & then made a quick courtesy call to advice new date, I would have been impressed and it would have avoided an hour round wasted journey, use of petrol and paying parking. 2. Collected a second watch I did not have it’s box, it’s an expensive watch - asked for plastic bag or something to wrap around watch to protect the watch, nothing was available. I found this most disappointing a small bag or tissue paper - really anything. Instead I had to find a tissue hankie in my bag. These are small things but in this dire climate it will be those companies that go the extra mile that will come out winning. Sorry this is such a moan but my two experiences in your store were on opposite sides of the satisfaction scale. Please accept this in the vain it is sent, constructive feedback. I know it is a tough time for everyone working in retail, stores do not yet have full staffing back, we are all stressed with our current situation. Kind regards, Pauline Woods