Flannels

Customer service in this store is horrendous, the staff are clearly not trained as they do not understand the procedures, when in store you can not identify what staff on the floor are there to help you. I returned 2 tops today for a refund as they did not fit and there were no suitable sizes available to exchange. I was told that I could not have a refund, they could offer me a credit note. I accepted the credit note. I then found a top I wanted to purchase, 20% discount is advertised in store so expected this to automatically be taken off at the till however I was charged full price. When I realised, I returned to the till to ask for the deduction and was told it couldn't be done now as I had already brought it. Another staff member said "you have to ask for the discount" (so they are advertising the discount, but apparently you have to ask for it to be applied, so they are hoping people don't ask so they get away with charging full price) another staff member said "its at the staff members discretion whether they apply the discount or not, WOW! never heard that in retail before! I then requested the Manager who confirmed that the discount should have been taken off. I said I would return the top and re-buy it with the discount taken off. She said "No, you can't now". However, she did allow a full refund. So a store Manager agrees the discount should have been applied, does nothing to correct it, allows a refund but does not allow you to buy it again at the correct price. But the next person can go in and buy it at the correct price (by all accords only if they ask for the discount). The store do not have a clue what they are doing and all need training to do their jobs properly.

Very bad customer service, waiting over 40 minutes for a lady to find child's size. Spoke to manager who's excuse was they are using temps and there may have been a language barrier. Seeing this is supposed to be a high end store, won't be using again.