Customer service in the Sloane Square store does not exist. You'd think that a flagship store, in a premium location, would go the extra mile with customer service as is usually the case in premium shopping areas. No, Hugo Boss decided that going mainstream and "street" meant that customers do not deserve service.I went to the store 4 times this week. I needed new jeans and had seen a pair on sale online that I liked. The first 2 times I walked into this huge store on 2 separate days, the staff members could not be bothered to say hello, ask me if I needed help and were just chatting to themselves, playing with their phones and just "being there". I walked around browsing for 10-15 minutes, I asked if anyone could help and I was told that "someone would come". Yet, nobody came. I walked out both times.The third time, I was in the area and thought I would try again. This time a member of staff did help. But that pair of jeans that was on sale online was not on sale in store. Then I bought more items. Some needed alterations which are made in store. Today, I was due to pick the the items. Walked in, again store is dead. No customer. Team members still too busy to pay attention to customers. I wait 5 minutes at the till and there is nobody. All staff members glance at me and go back to talking to each other and playing with their phones. I end up talking to the security man who had been staring at me as if I would be stealing something. He points me to the 2 women who had been staring at me and talking to each other without asking me what I wanted. Then one of them, Louisa, who ends up saying that she is store manager tells me that she is "busy" (...talking to her colleague). She tells me that "someone will come to help you soon". I reply that I have been waiting with everyone ignoring me and that I am just there to pick up some items which had been paid for and I will be on my way. "I am busy", she insists raising her voice. I also raise my voice to tell her that I have been in store 4 times in one week and customer service is awful. The security man walks to be and invades my personal space standing very close to me to the point that I can feel him breathing over my face. I tell Louisa that I need to collect my purchase - she insists that she is "busy" (and yet by that time she has been telling me that she is busy for around 3 mins - could have given me my items). I ask Louisa if I can speak to the store manager and she tells me that she is the store manager. I ask her for the contact details of her manager so that I can speak to the person and she tells me "you are rude, me and my staff are not going to serve you any more". So I tell her fine and that I will find the details online and register a complaint. I start walking out and she runs after me to say that she wants to talk. I stop to listen to her and again she starts "I am very busy. I want to get someone to help you but you are not giving me a chance."I ask again if she can get my goods that I paid for and she inisists again that she is very busy. At this point, I walk out.Avoid, avoid, avoid Hugo Boss. Why would anyone want to spend money with any brand that does not care about its customers? Remember how during lockdown all these shops were begging us to support them? Help them keep their staff? Well it turns out that Hugo Boss forgot quickly or perhaps never learnt that it is us, the hardworking people, that make the brand its money and get people like Louisa a job. Disgraceful people and shamless theives who take your money and provide no goods. Just close down the store and the business if you cannot respect your customers.
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With its brands BOSS and HUGO, HUGO BOSS covers all the main fashion areas for women and men. Shoes and accessories, fragrances, glasses and watches, complete the collections. Commitment to sponsoring sporting and cultural events round off its communication.
