Reiss
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Horrible experience at the Hampstead store
I am writing to express my deep dissatisfaction with the service I received at your Hampstead store, particularly from the store manager, Loraine. Who was rude, unkind, unhelpful and quite frankly someone who should be put on a customer service training course. Recently, I visited your Regent Street store in search of a white jacket for my upcoming wedding day. The sales assistant was extremely helpful in assisting me with various options. As it was difficult to make a decision without having the dress with me, she recommended that I take three white coats home to try on. Unfortunately, none of the jackets were suitable for my outfit, so I left them in the Reiss bag in which they were sold, intending to return them on the morning of my hen do a few weeks later. Upon visiting my local Hampstead store, I was met with appalling treatment from Loraine, the store manager. She callously refused to accept the coats back, citing their crumpled condition, despite my explanation that they had been untouched since purchase and stored in the original bag (and really they weren’t that bad). Despite my sincere explanation of the situation, Loraine adamantly declined my request for a return of one of the jackets, leaving me distressed and in tears. As advised by Loraine, I contacted customer service, who assured me that the jackets could be returned and even offered to send a postage box. However, the very next day, when I visited the Regent Street store again, I was pleasantly surprised to find that the staff there accepted the return without any hesitation or interrogation. This stark contrast in treatment between the Regent Street store and the actions of Loraine highlights a significant discrepancy in customer service standards within your company. Loraine’s behaviour was not only unreasonable but also deeply upsetting and unprofessional.