Schuh Review

Overall Rating

Leaving the store was the best thing and vowing never to return

Staff - attitude, customer service and knowledge

I made the mistake of going into Schuh in the Bullring in Birmingham over Christmas as I was looking for a new pair of shoes for work. I have difficulty looking for shoes as I am a size seven wide fitting. I found the staff to seem less than helpful when I tried a pair of shoes on the member of staff just said they'll give even through I was clearly in pain. I then found a pair of Red or Dead shoes but they didn't have the size and colour I wanted. I tried on an alternative pair on and was told I could order them to be delivered home or in store.

It took ages to get through to the girl on the till she needed to amend my address on the system as I live in a tower block and a number and road won't do! Then I was paying with a bullring gift card - there's another gripe. I wanted to use the full £30 on the card and pay the 24.99 in cash so I told the cashier I had £30 on the card and pay the rest in cash. Instead she took £30 in cash and the £24.99 off the card - how annoying? I was told 3-5 days for the delivery.

That was the saturday on the following tuesday I received a text to say parcelforce would deliver today. After a really annoying delivery man who didn't know how to enter a flat I opened the parcel. The box was squashed but the shoes fit but when I examined them closer the lining inside the left foot near the big toe was not finished properly and hanging down.

The next day I took them back to Schuh in the bullring. I went in and explained the problem and said if they had a pair in store I would have a look at them but the nearest was Merryhill in dudley not too far but not the place to go in the sales. I was then asked if I wanted a refund - of course. When examining the receipt the cashier said I don't know if I can refund this as it's a part giftcard and cash. Then she asked someone else who asked someone else. who informed me that it would take 3 days to credit onto the giftcard. when I said that wasn't acceptable and what if I hadn't got the card they said the only alternative was for me to have the cash then a schuh giftcard. I said I didn't want one of their giftcards as I wouldn't be shopping there again. So I agreed to the bullring giftcard refund.

One of the other staff that got involved turned round to the cashier after looking after the shoes and said put it through as not suitable. I said that wasn't acceptable and it should have been faulty. I was told they put it through as that as they had not been worn and they can put them back through as returned stock. I was so angry. When presented with the receipt to sign I crossed out Not suitable and wrote faulty. I just wanted my money.

I didn't like feeling ganged up on by 3 members of staff. I just wanted out of there and I definitely didn't want to go back.