This review is to show that the success of a business often stands and falls with how helpful the staff is:
On our first visit to this branch of Fired Earth in Hampstead, we were talking to a very knowledgable and confident person - I believe she was the shop manager and her name was Bruna. We left the shop well-informed about what kind of tiles, grouting and sealant we would have to purchase. Ultimately though, we ended up placing the order at the Marylebone branch as this was closer to my workplace (see separate review).
After our bathroom renovation project had been finished, I was left with some extra bags of grouting material and I wanted to return that. As my house is closer to the Hampstead shop, I decided to come back to this place, figuring that the staff could look up the receipt and refund me here as well. (Again, look at my review of the Marylebone branch as to why I came to think that was possible in the first place.)
As you can imagine, my experience turns little sour here: the sales person told me that while they would be able to locate the receipt for me (as I only received an online invoice in the first place, I figured they could look it up as well) they wouldn't be able to refund the money back to me, as the original transaction had been made with the Marylebone branch. (Quote: "every shop has their own policy".) Now, I have to say that the sales person was in no way unfriendly, but just not helpful. If the Marylebone branch can exchange/refund items even if I purchased them from another affiliate, why can't they do it?
So, this is why this branch gets thread stars from me and the Marylebone shop gets five stars. For me, great customer experience goes a looooong way! (You may quote me on that ;-) read more