Review Time
We had an exceptional shopping experience thanks to the outstanding service from the sales assistants during our visit to the store. After facing poor service at another department store earlier that day, we chose to go to this location instead. The contrast in service was astonishing. The sales assistant was professional, attentive, and incredibly knowledgeable. She quickly found the desired product, had it beautifully wrapped in a gift box, and even provided samples — all with efficiency and a genuinely friendly demeanor. Plus, it was more affordable than at the other store. The customer service was remarkable and met our expectations for purchasing a premium item. Thanks to her professionalism, we left feeling completely satisfied with our experience and pleased with our purchase. The sales team truly reflects well on both the brand and the store.
I've had a terrible experience with gift cards. I couldn't use mine due to internal technical problems, and I lost hundreds of pounds because I wasn't aware of the expiration date. The worst part was the conflicting information from customer service, both online and in-store. They seemed more interested in avoiding fixing problems than helping me. I not only lost money but also wasted time traveling due to their incorrect guidance. Staff even acknowledged that many customers face similar issues and management is doing nothing about it. They admit that other retailers offer much better service and support. If your gift card fails, you lose all your money, and they won’t assist you. I would recommend shopping elsewhere.
My experience with this retailer has been shocking. Customer service is terrible, and I couldn't complete an online purchase due to checkout issues. Attempts to contact customer service have been unhelpful. I would strongly recommend avoiding this company.
I ordered trainers that were too small and returned them the same day. I was informed about a refund, but it was only a fraction of what I paid. I’m confused and have tried to call and email for clarification but received no response. I don’t understand why the refund is so low, especially since I can accept admin fees but not over £30.
I had an outstanding shopping experience thanks to the excellent service from the sales assistants during my visit to a store. After receiving poor service elsewhere, the difference was remarkable. The assistant was professional, attentive, and knowledgeable, quickly finding the product I wanted and wrapping it beautifully. They even provided samples, all while maintaining a pleasant attitude. The pricing was better than the previous store, and the customer service met my expectations for a premium product. I left feeling completely satisfied with my purchase.
I strongly advise against shopping here. I bought a faux fur coat that became faulty. After numerous unsuccessful attempts to contact them, I was told to return it in person or pay for insured shipping. I chose to ship it, but it never arrived, and now I’ve had no communication. The customer service is appalling, and I will not shop here again. My struggle to recover £250 continues.
I ordered a bag for £650, but it arrived with a significant defect. When I contacted customer service, they were clearly outsourced and didn't understand my concerns. They suggested returning it for an 'investigation,' which made no sense, as I could simply request a refund. There was no senior staff available to discuss this, which is frustrating for a high-end retailer. I won’t be shopping here again.
I expected better from this retailer, but their delivery service has been terrible. The courier failed to follow delivery instructions, resulting in my package being sent back. Now, they still want to charge me for delivery, despite their failure to provide the service. For a brand that claims to be 'luxury,' this is unacceptable. The overall experience has been disappointing, and I won’t be returning.
I am extremely disappointed. My order was delivered to the wrong address, which was confirmed by the courier. Despite this, the retailer refused to issue a refund until their investigation is complete, which could take days. According to UK consumer law, they are responsible for ensuring correct delivery, but I am left out of pocket. This experience has been frustrating, and I won’t order again unless resolved quickly.
I found the customer service experience to be appalling. I received a damaged beauty advent calendar and was asked to send pictures of the damage, which ruined the experience. I was offered a small refund as a goodwill gesture, but I would have preferred a replacement. I requested for my issue to be escalated, but after a week, I have received no follow-up. This minor issue could have been handled much better, and I will not shop here again.
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