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★☆☆☆☆

“Terrible Service from start to finish!”

written by Andrewsco355 on 11/02/2015

I ordered a premium fragrance gift set online, to be collected from a store. The confirmation mail said it would be ready to collect at noon on the 17th. However on the 17th, I received a mail, sent at 13.26 apologising that there was a "slight delay" and they would let me know when it was ready to collect. Informing me of this on the day of collection was really poor as I could have planned my day around visiting the store and wasted my time. There was no explanation as to why there was a delay.

In the end it took a further 5 days before I got a mail saying the item was ready to collect!

This failure alone was really poor. However it got worse. When I went to collect it, I fould my Paul Smith fragrance gift set had 4 Debenhams labels stuck to it. Debenhams clearly have a vastly over inflated impression of their brand if they think it can enhance a Paul Smith fragrance!

When I asked if that was normal, the sales assistant at the collection counter decided to remove the stickers and ripped the coating off the gift box, before I had a chance to stop her! I received no apology - just a shrug and "these things happen". Yes, I suppose they do if you're heavy handed and impetuous. So having waited over a week, the item, which I was intending to give as a gift, was now torn and looking decidedly cheap. I was amazed that even the manager offered only a £1 reduction in price, on the basis that the product inside was undamaged. For someone in the retail industry I find it surprising that he can have so little understanding of the importance of gift packaging!

By now it was too late to get an alternative, so I had no option but to give it as it was to my friend, which was really embarrassing and required an explanation, as the person noticed the state of the box straight away.

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