Russell and Bromley - unbelievably bad customer service!

[susyp]

Hi all - just wondered if anyone had any advice on this?

Yesterday afternoon we went and bought my daughter some sandals from russell and bromley. It being saturday afternoon it was very busy and she was quite fractious and difficult - so we found some and i wasn't sure about if they were going to rub her - she insisted they were fine - we were at loggerheads and the shop assistant suggested we take them home and try them at home to see what she thought. this was at about 4.30pm yesterday.

this morning -we get up and she tries them on and being in a better mood - admits they rub. they fit, but they rub her, and from my experience once a shoe rubs it doesn't stop doing so. So we take them back - we arrive as the shop is opening , and i have also decided as her feet are a size bigger we should get some school shoes - so we do - and then i ask to exchange them (school shoes considerably more expensive), they look at the soles of the sandals for ages - as if to basically say i am lying when i say she has only worn them for about 10 mins inside - and then refuse to exchange as soles are marked. We have wooden floors - apparently on the receipt it says only to be worn on carpet but the shop assitant the day before never mentioned this.

we speak to the deputy manager who is UNBELIEVABLY patronising and supercilious and unbending.

we're going to call the head office tomorrow, but having done a google search - it seems we are not alone in having bad service there. so i will also contact watchdog as it seems quite a good story to me if there are lots of people with bad experiences here.

l

does this seem bad to anyone? we hadn't even had the shoes 24 hours and she literally wore them about ten mins inside. it seems that some many shops are bending over themselves to be good to customers in this climate and yet russell and bromley behave like this. I've never been treated anywhere the way i was treated this morning.

susypx