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Rokers: Family business consisting of animal feeds, tack shop, country store, children's playworld, 9 hole golf course, 16 bay driving range and cafe.
Holly Lane, GU3, Guildford, United Kingdom
2.6
14 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Hasn’t replied to negative reviews
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Googled freeze dried dog food and Rokers came up with free delivery so I ordered 2 bags. On the confirmation it says collection only from Guildford which I cannpt get to. Apologised and asked for a refund, promised twice my 20 would be refunded but still waiting suppose I will have to go through my Bank. Disappointing.
I'm in my element they are cheap they have my cat food chicken food bedding and live poultry I don't have any issues with the staff as they are always helpful. I'll always shop here
Basically I only went here because they sell Purrform, the raw kitten food. The person I spoke to on the phone to ask if they stocked it, was lovely. I found the shop layout confusing and there really is a tiny cat food section with adult cat food and kitten cat food all mixed in together. As for the other staff or at least this particular one: the young woman on the end till, nearest the exit, was awful. She gave the air of not being bothered. I told her I’d seen 10 per cent off signs - is there a loyalty scheme? She answered “yes there is.” No more info given, which had to be dragged out of her including the misinformation … “you need to take the form away, fill it in and bring it back!” I asked why I couldn’t just fill it in here? She slapped a form down but seemed really fed up. Then, even before is picked up the pen - she placed her hand over the form and ordered me “don’t fill it out!” She said she could do it on the screen. At last. She misheard my postcode and insisted I must live in a flat. I told her it’s a house and gave the postcode again. All in all my 1st visit ended with a horrid experience with a member of staff who truly couldn’t be bothered and should be fired. Politeness goes along way. Looking at my receipt afterwards I do not think the discount was even applied!
Reply from Rokers
Thank you for taking the time to share your feedback. I sincerely apologise for the experience you described, as it falls short of the standard of service we strive to provide.
I’m pleased to hear that the person you spoke to on the phone was helpful, but I regret that your in-store experience was not reflective of that same level of care. I understand how frustrating it can be to navigate a confusing layout, we have taken your comments on board and we will look to address this issue.
I’m particularly sorry to hear about the interaction you had with our staff member at the till. It’s disappointing to learn that you felt she was not attentive or willing to assist you. We strive to provide friendly and helpful service, and it’s clear we fell short in this instance. I will be discussing your feedback with our team to ensure that our usual high standards are upheld at all times.
Regarding the loyalty scheme, I appreciate your patience and I will ensure our staff are better trained in communicating these details effectively in the future.
Thank you once again for your feedback. We are committed to improving our service, and I hope you will consider giving us another chance in the future. If there’s anything further I can assist you with, please do not hesitate to reach out to me at shop@rokers.uk.
This place used to be great
Sadly it’s slowly gone downhill as the commercial pressures of them paying for their new facilities takes a toll on us their once loyal customers
Pricing is unclear with the promise of bundle offers but actually when you get your check out they say “ oh. Did you check the small print !!!!”
What store does that to deliberately mislead customers
I flagged this with the manager you is unprofessional and obviously not used to having to speak with customers
Every time I have shopped here there are always new staff on check out
This I assume as they cannot keep them
Maybe it’s the incompetent manager ?
The products have got smaller
Even my dog noticed !
Gone downhill so time to look for some real service elsewhere
Unhelpful staff, I asked for a certain horse feed which I have been purchasing at Rokers for many years - the unhelpful response was was 'We don't sell Dodson & Horrell feed!'
I politely respond 'Well I've been purchasing it here for over 20yrs' the response was a blank expression - no suggestion of an alternative, so I promptly put back my other bag of feed and headed off to the local competitor!
Great place to shop and to stop and eat. Stocked up on compost and dog food all at competitive prices and good value.
Stopped for delicious food and coffee after shopping. My dog was served his own bowl of fresh water.
Staff are friendly, helpful and knowledgeable. I highly recommend Rokers on all counts.
Thank you to all at Rokers, I look forward to next visit in near future.
I am always in and out of this store, staff are friendly and the ladies in the equine area are knowledgeable
Good range of all animal products with very reasonable prices
Always a pleasure to shop here. Everything you need.
Unhelpful and the assistant made me feel bad for having to go out back to find different sizes, that’s their job.😡
Great store. Everything for your cat, dog, horse pony and click and collect is brilliant if ordering online. Staff friendly and helpful and enthusiastic about customer service. Managing customers well during the covid with care and efficiency as well.
The shop is well stocked and has everything you could need for your dog or other pets. I managed to pick up some great Christmas presents.
Great business with that family run feel - staff are great and the products are great too.....
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