I recently purchased several items from the Leeds city centre store of Simply Pleasure. Two of the products (both priced at £20) broke on their very first use, splitting completely.
I returned to the store within the same week with the receipt, but was refused any refund or replacement. The staff member contacted the manager at the time, who also declined the request.
I then escalated the matter through customer service and provided clear photos of the damage. Despite this, the Retail Area Manager rejected my claim, stating that the items must have been misused — without providing any evidence to support that conclusion.
What is particularly concerning is that the receipt itself states that store policy does not affect statutory rights, yet when those rights are raised under the Consumer Rights Act 2015, they are effectively dismissed.
I remained polite throughout and even offered to accept a partial refund, which was also refused.
Based on this experience, I have no confidence in the durability of the products or the way legitimate customer complaints are handled, and I would strongly advise others to consider this before purchasing.
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Simply Pleasure is an award-winning adult retailer and joins Prowler, Prowler RED and Soho Original Adult Store under the ABS Group banner of adult stores. With 24 stores and 130 staff across the country, we’re also the UK’s largest adult retailer and we’re known for our wide variety of sex toys, vibrators, cock rings, lubricants, sex essentials and more. We give you access to affordable sex toys, but also stock luxury vibrators and adult brands. Our range of strokers and masturbators for him has made us a leader in men's pleasure, while our bullets, clitoral vibes, and rabbits have made us a front-runner in pleasure products for her, too.See more
