Written on: 23/07/2012
I bought a black Julie coat from Hobbs Covent Garden store in January sales this year. This was my first Hobbs item. I just wore this coat once and when I came back home in that evening, I realised there were some vertical marks on its back which did not go away when I touched it. I have never worn it again and brought it back to the store on 14 January 2012 just to be told that it does not look like a manufacturing fault. The staff member told me that it looks like burnt out and asked me if I sat somewhere hot! I said I just sat in the underground. I was only given the number of the customer services by this staff member.
I rang the Customer Services on 16 January 2012 and explained the situation. They did not accept to send the coat back to the factory to be examined. When I told them if I am not supposed to sit with this coat, they told me that they cannot be held responsible for where I sit. When I said them I just sat in the underground, did nothing unusual and wore it just once, they were not convinced at all. I also told them this was not a cheap coat (150 pounds!). But they told me that this coat is a bestseller that all the customers are happy with. They decided that it could not be faulty, without even seeing it!
Both customer services and store staff member were very indifferent and did not offer any help to me. If I am not supposed to sit with this coat just once, how can I wear it again and again? This makes me think that this coat is not fit for purpose and of satisfactory quality, although it cost me almost two hundred pounds.
I am very disappointed with the after-sales service level at Hobbs and will never shop there again!