I relate below my appalling experience with your Newbury Branch.
On Friday, 2 December 2016, I went and bought a pair of boots in your Newbury shop in the Kennet centre.
On the Saturday, 3 December 2016, I wore the boots in the afternoon and then to my friends house in the evening, where and when, to my great embarrassment, the zip on the left boot split. So I had to wear the pair of boots with a gaping zip in the side of the rest of the evening.
In short, I had worn the boots for half a day and the zip had broken.
I was very disappointed to have been sold a defective boot, but thought that at least I would be able to get an exchange or a refund. I didn't think to take a photo, as I would be taken them into the store for a refund, not requesting it online.
On Wednesday, 7 December 2016, between approximately 12:10 and 12:15, I brought the faulty pair of boots back to your Newbury shop, in the Kennet centre, with the receipt, and asked for a refund.
The shop assistant, firstly, had the cheek to asked me if I was wearing very thick socks when the zip broke, and secondly, took a firm grip of the faulty left boot, yanked the zip down though the part that had split, right down to the base of the zip, and then back up again so that the zip didn't have a gaping hole in it anymore.
Now, might I point out that, although this might have appeared to "fix" the split zip, th assistant, in forcing the zip, will have weakened it and damaged it further. Also, I was looking for a refund for my faulty shoe, not a temporary fix for it!
She then promptly excused herself, and the pair of boots, into the back of the store to speak to the Manager. I assumed that she was new and wanted to clarify something about their refunds process, but a moment later, the assistant and a boy, who I assume was the manager, came out of the back room and up to the desk with my boots.
The Manager opened and closed the zips of both boots and said that there was nothing wrong with the boots that he could see, and that, as I had worn them outside, I could not have a refund. I then pointed out that they were broken, but that they appeared to be fine only because the assistant had yanked the zip through the split part to temporarily get rid of the split in the zip. To which the assistant replied "No, I only zipped them down and up again". She lied to my face!
Whether or not the manager was aware that she blatantly lied or not, I do not know, but your staff smugly refused to give me a refund for my boots, on the grounds that there was nothing wrong with the boots at the moment, and so I had to leave the store, extremely dissatisfied.
Never in my life have I experienced such appalling customer service. I am utterly disgusted by the behaviour of your staff, who would stoop to lying so as to withhold my refund. This level of service is unacceptable, and customers should not have to be put though this.
The actions of your staff have not only stopped me received the refund I am owed, but moreover, have further damaged the faulty product that they refused to refund. I can't even wear the boots anymore as I don't want to risk them breaking again and me having to look like a tramp until I get home.
I would therefore like a full refund for your defective product.
I have posted this message on your website and on your facebook pages, as I think all customers should be aware of the level of service they can expect when buying your shoes.
Reviewed by Michelle, on Tue, Dec 13, 2016