Similar experience to Hussain below. Again, referring to the Hugo Boss concession in Selfridges in the Trafford Centre. I returned a black hoodie that had a noticable white fade that made the garment appear old and worn. The top still had the labels attached and was returned as unworn and damaged.My expectation was that I would get an immediate refund at the till without argument for a faulty product as is my legal right.The concession manager informed me that I would not get a refund because Hugo Boss do not sell faulty or damaged products. I was told that as the fault was not a 'manufacturing defect' and that the policy was that I should contact Hugo Boss customer services explaining the problem. I pointed out that the damage is apparent and unacceptable and demanded a full immediate refund at the till and that I wouldn’t leave until I got one.The attitude of the concession manager and her colleague was appalling and amounted to arrogance and smirking. At no point did they ask to see a receipt, nor did they apologise for the inconvenience of having to return the item to the store. I refused to move from the concession and decided that my best strategy was to inform other customer that they should be careful of purchasing goods because the store refuse to refund damaged products. I told this to every customer possible in a manner that all other customer and staff could hear.The manager called security. I told them that if they wanted me to leave they would have to call the police.Eventually an assistant store manager (Selfridges rather than the concession) came over and told me the product was not damaged and that I wouldn't be getting a refund. This was despite the product clearly exhibiting damage and still having the labels attached. I continued to politely inform other customers of the returns issue.Finally, the Selfridges store manger came over. She was far more sympathetic after I explained the situation. She traced the original receipt and after some debate I was given a refund. The manager apologised for what had happened and couldn’t explain why I had been treated in that way by the concession staff or her assistant.The whole experience left me feeling stressed, upset and demeaned, and with the feeling that if I hadnt stood my ground and made my protest in the middle of the store my refund would not have been given. I should not have had to do that. I very much felt that Selfridges (Hugo Boss) were not acting in accordance with the Consumer Rights Act and were completely unable to show any respect to a customer. The policy appears to be not to give a refund for damaged goods unless the customer is willing to take a stand in the store.
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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.
