I would like to thank Kanta in the shoe department at Brent Cross. Kanta went out of her way to be helpful and accomodating when I was in need of help purchasing shoes which needed custom made foot supports inserted. It was a lenghty process but I am very happy with my purchase of 2 pairs of shoes

The Newcastle store has always been nice and well laid out, but confusing re: finding items and noticing direction signs. My main gripe has been the poor staff. This is extremely apparent in the TV/Computer department. I would not buy anything there when John Lewis is nearby. In the past I have asked staff members questions about certain items I wanted to buy, only to get negative responses and ambiguous answers, leaving me to question their basic knowledge. Recently I asked a salesman to turn the sound on a TV and change the picture from HD to SD. He asked me if I had an SD card, to which I replied that I wanted to check the standard definition and check the lip sync. He put the sound on, but left the HD on. I said that it had a great picture for SD and he nodded. I then queried if it really was SD, and he admitted that it wasn't. He then (patronisingly) went into a long explanation about the difference between HD and SD, as if I was stupid. Twenty minutes later I was buying the same (Panasonic) TV from John Lewis, after having all my queries fully answered by a young man representing Sony. He didn't even work directly for J. Lewis, but was bright, friendly and informative in a way that the dolt in Fenwicks can only be in his dreams.

Hi this is my mail to fewick and their replay Hope you are in good health and prosperity This is to bring to your notice the pathetic experienced faced in bond street store, I did some shopping along with Armani & northern face jacket for my holidays from Fenwick stores Brent cross as I visited my friend in that area, unfortunately the holidays got cancelled and the jackets were in no ways getting utilized, at that particular day I was attending the conference at The Langham and given a thought that I can return those in bond street Fenwick, I called 01912325100 and was told that I can do so. As suggested I went to Fenwick customer service but the sequence of dissatisfaction came my way on that desk , I was told that I need to go to Brent cross to do so directly, as I have vat issue on the form , I handed over the vat & original receipt form to the lady , she hesitated and said there are no prize label on the jackets , I told her that Brent cross took out the prize label when they sold but showed her the intact plastic tag , and helped her out to find the label which has the barcode with unbroken tag attached to zip of the pocket, she called Brent cross to confirm the prize of jacket which was done successfully After finding the tag label and prize their came the argument that I can’t return the item here Brent cross might not refund them money ,well never understood what really was going on ??? The last part was more humiliating the lady smelled the jacket and found that it has food smell, which she took away to confirm with someone and said it has greasy smell as well, I denied the fact and demanded the manager to my surprise a sales manager came rather than customer service manager and she had the same opinion, it all seemed like the refund was just deliberately not given to me. I had travel plans on that particular day so I left and just demanded a written synopsis of the situation {attached in the mail} PN: I was told by the same manager that there is no customer service number or contact where I can get the information about returns which is not true because I called on above number before coming, I asked her to check in the website which she said is not accessible at the customer service desk. Link that I saw before calling { https://www.fenwick.co.uk/newcastle/questions-answered-newcastle} After coming from my schedule travel I went to Brent cross and the refund was given immediately by looking at the condition of the jacket, I took my chances and asked one of the store personal about the smell of jacket and I got a response that jacket smells like baby face, which shows that jacket was perfectly normal. As a customer I request to investigate in the matter and let me know the finding.{ attached copy of letter} Thanks SachinBawsay

Fenwicks Brent Cross - refused to refund me for a faulty pair of shoes. The customer services manager was unbelievably rude and humiliated me in front of other customers. I reported him to the shop manager who said the cust services manager was right! Finally wrote to Adam Fenwick who sorted it out - but said he fully understood if I never went into Fenwicks again.

DON'T GO THERE!

If you buy anything in Fenwicks Brent Cross, bear in mind that if you need to return it you are likely to be humiliated by the staff - with the approval of the manager.

I love Fenwick, it is my favourite store which sells many decent products and the service is excellent with lovely staff and it is incredibly family friendly. I love every store because they all offer something different and exciting. The only thing that i don't like about them is that they are not everywhere; in Britain and the rest of the world!!
I LOVE FENWICK!!! xx