Roman Originals - www.romanoriginals.co.uk Review

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★★★☆☆
3.1
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yveoronto-vidal's review of Roman Originals - www.romanoriginals.co.uk

“I visited a Roman Originals store for the first time...”

★☆☆☆☆

written by yveoronto-vidal on 27/06/2016

I visited a Roman Originals store for the first time this weekend whilst out shopping with my 3 kids and partner. I asked the sales assistant if there were other stores in Essex or London as I wanted to purchase a couple of tops but didn't want to try them on in the store and I wasn't sure if they would be the perfect fit.I asked what size the tops went up to and was told that I had the largest size in my hands. She showed me a list of all the stores and told me that there was also an on-line shopping service. Having ascertained that there was a store not too far from home, I purchased 2 items from the store and told the sales assistant that I would try them on when I got home.
Unfortunately, beautiful though they are, it is obvious that I have raided the biscuit tin too many times and if I sneezed, the top button would give way to show all so I asked my partner to return the items to the store closest to us the following day. Once there, he was informed that there is a no refund policy that I was not told about prior to, during or after the purchase in store despite chatting lengthily and jovially with the sales assistant the day before. I explained this on the phone to the returning store when my partner called me and the sales assistant advised that of I as strongly as I did about not being properly informed, I would need to speak with customer service the next day.
A credit note would be of no use to me if I wouldn't be able to buy anything that fit. She advise that I also contact the store that I bought the goods in and she wrote their phone number on the receipt and she circled the no refund policy on the receipt for my partner to see and show me when he got home.

Customer service was NO help, they repeated parrot fashion over and over that they had a no refund policy and when I was finally able to break through the mantra, they advised that in situations like this, if a refund was to be given,it would be at the store manager's discretion so, I should try talking to the store manager.
The store manager was completely defensive of her staff and unwilling to consider any of what I said and was short of calling me a liar once she ascertained that the refund policy was circled on the receipt.When I purchased the items, the sales assistant put the receipt directly in the bag whilst she was talking to me about the lovely coloured clothes in the store, it wasn't until I was telling my partner later that evening that the store manager said that as long as the policy had been circled, it was proof to her that 'her lady' had told me the stores policy. He went absolutely mad and swears hands down that it was done directly infront of him the following day whilst the store phone number was written down. So here I am, still debating the fact that the store policy was not relayed to me, at this point I was told by the store manger that she would speak to customer service as we were getting nowhere, she asked who I spoke with at the customer service office and I gave her a name and I was told that she would come back to me later.
The voicemail message that has been left for me stated that she has spoken to customer service and they uphold their no refund policy despite the fact that I will not be able purchase anything that fits me comfortably if I were to accept a credit note/ store card. She then went on to say that there was no one at customer services with the name that I gave her and that customer service said that no one with that name has ever worked there.
Well you can imagine that by now, I was livid that again, the implication was that I was a liar. I felt betrayed by customer services and assumed that they had lied to me and someone had just made up a name so I went straight on to customer services and made a verbal complaint only to find out that the lady I was speaking to that morning was definitely working there and sitting beside the person I was now talking to.
Things at this point have been left at this stage - customer service will speak with the store manager regarding the voicemail message she left and see if there is anyway we can move beyond the constant repetition of 'we don't refund' and I now have to try and find out who was working at the other store on Sunday so that she can confirm that she was the one who circled the store's policy on the receipt so that I can relay this to customer service and the store manager to prove that 'her lady' did not do her job
I regret the day I ever walked into Roman Originals - I have NEVER experienced ANYTHING like this before, I am all for being protective of one's colleagues but this is ridiculous. If this had been dealt with sensitively and honestly, this store would be high on my list of recommendations to my clients, family and friends. regardless of whether I was able to keep the items or not/
As it is, this long diatribe of events comes with a clear warning - Roman Originals do not refund. They will exchange and issue credit notes but they will not refund. You may or may not be told verbally, you may even be shown the sign they apparently have up in all the sores and.....according to the store manager where this whole nightmare started, each and every store member will without human error, circle the store's refund policy on your receipt.

  • 3 tops totalling £40.00

    Goods purchased & cost

  • Customer Service

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