Shoe Zone: Shoe Shop at SHIRLEY BIRMINGHAM

I had a good idea what I required and went straight to the appropriate rack where I found what I required without the need to involve any member of staff until I came to pay

I went in this store for a replacement of a pack of laces that I had purchased the day before at the store in Birmingham City Centre because one of the laces was frayed. The girl at the counter said she didn't know what to do, so I suggested to her that it would be a good idea to get someone that would know what to do, she then called out to another member of staff across the other side of the store, which she had to do a number of times before she came over to assist her. This member of staff then proceeded to tell me that she couldn't do anything about it because I had opened the pack. I then asked her how would I have known the one lace was faulty without opening the packet! In the end I left the store with a replacement pack, but with the distinct impression that those 2 assistants had not been trained very well in customer service. Surely if you sell something that is faulty the customer should be offered a replacement or a refund without to having to argue for it, and then leaving the store determined never to go there again! I would really like your comments on this matter. My email address is above. Thank you.