Written on: 01/01/2012 by Amy_Stewart
I tried to return an item to new look only yesterday-the 31st december 2011- after purchasing it on the 29th- well within the stores 28 days returns and refunds policy. I attempted to get the same coat in a bigger size but there was non of that style so I opted to exchange the jacket for another jacket, this was £18 so i was going to pay the £3 extra. I also picked up another jacket whilst i was there which was £22 in the sales and I was going to purchase that one too. However when reaching the til to exchange my jacket and buy the other I was met with the rudest and most inpolite woman i had ever encountered! I presumed she was a manager or store superviser as she was wearing a head set. She emptied my bag onto the counter spilling the jacket out onto the counter and my "reciept" onto the floor. when examaning the jacket the rude lady was no help what so ever and was very abrupt, she claimed the jacket could not be returned because apparently she could not resell the item due to "fluff" on the jacket!!! The jacket i returned was in exactly the same condition I had purchased it in! I had only had the jacket on to try it on at home and realising it was too small immediately took the jacket off and put it back into the bag i had received it in. She spoke in a disgraceful manner! The store wasnt going to lose out in any money if she exchanged the item and infact would have made £25 from me and kept a happy and loyal customer! The rude sales woman then asked where my reciept was, i told her in my bag-which she had pured out onto the counter- the reciept must have fallen out onto the floor so she picked it up; when examining the paper she picked up the lady had shouted "this is not even a reciept....this is our copy and for a faulty item dated the 12th of the 12th, why do you have this?"...i felt embarressed and replied i dont know why i have it, when buying the item the girl who had served me had said is your reciept okay in the bag to which i replied of course. Obviously the paper she put into the bag was not my reciept or the rude lady had picked up the wrong paper from the floor. She kept repeating why do you have this, you shouldnt have this, its our copy for our tills! I never felt so embarressed by the degrading and quite frankly pig ignorant way she spoke to me. I presumed my reciept was in the bag....only wanted to exchange my item...instead i was left feeling totally unsatisfied with the way i was treat and very red in the face! I am...now was.. a very loyal customer to new look, buying shoes and underwear and jewellery and clothes from there on many occassions. However i now feel let down and dissappointed, what happened to the customer is always right policy!! Obviously the rude and snotty woman who served me must have missed the day in training when they taught her to be polite to customers!! I will be passing on to friends and family never to buy from the sunderlands new look branch again....because if you ever want to exchange an item or have an issue the service you receive will be horrid, degrading, embarressing and rude!! Unfortunately i do not know the name of the woman who served me....it was half 4 on the 31st of december 2011 though and she was a blonde middle aged woman with an attitude problem and she does not deserve to work in a store that usually has polite staff and helpful assistants.