Went to their new store opening in bluewater, customer service was shocking from the manager. Bought a new hoodie and wanted it embroidered and was told to come back another day as the people who did it had gone home. This was fine, we came back on Sunday and had got the hoodie embroidered but they had some how managed to rip it in the process. The girls who were serving us did all they could to help but with it being a new store they couldn’t sort out an exchange, they told us to come back in half an hour so they could figure out the system. So when we returned the manager was dealing with the issue however they had ran out of the size hoodie my girlfriend wanted and so couldn’t do the exchange with the embroidery and told us that the embroidery finished on the Sunday so there was no way to get that done. This again was fine and that their fault but the manger was very unbothered by the fact we had taken time out of our Sunday to return especially for the embroidery and seemed to laugh when I explained that it was an inconvenience for us to have now walked away without the hoodie we bought in the first place and to have no missed out on the embroidery. She offered no form of apology or compensation or even a little bit of sympathy and understanding. She was rude in the way she spoke to us and left my girlfriend in tears when we left the store. Not a good impression to make when you’re opening a new store. It’s a shame as all the other staff in the shop were extremely friendly and made my girlfriend feel valued and happy.
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