I bought a product from PC world after talking to one of the salesmen. He agreed that I could return the product if it wasn't suitable. I tried it and it didn't rectify the problem. I duly returned to the store armed with the item back in it's original packaging with the receipt and the car I had paid on - she be a doddle I thought. Went to the Tech Guys counter where they do returns and joined the end of the queue. After standing patiently for 10 minutes not moving a bloke joined the back of the line. After another 5 minutes we started talking about the fact that lots of other staff were around and not serving customers yet never came over to help. Eventually the one guy behind the counter called for assistance and the queue reduced. I may seem impatient but over 20 minutes waiting in a queue of 4 seems excessive. Having got my refund I marched off to talk to the manager. I asked politely why when there were many other people on the shop floor and not with customers we had to wait. He said the refunds was another department and that everyone else was busy. I again explained that groups of 3 staff at a time were talking together and not serving customers. He denied they were and that was that. No sorry sir we will look at this and try to improve etc. Having managed single and multi site operations where customer service is key I found his response poor to say the least.