Terrible experience! They were polite on the phone but once in the shop staff were dismissive and unkind. My child and myself left both in floods of tears and with no shoes.
My daughters feet are unusually wide and very difficult to find shoes for, so I called ahead and explained the situation. Spoke to a kind woman who said that they would book me in with one of their senior shop personel who has a lot of expertise, that we shouldnt worry because there are no awkward feet, just the wrong shoes.
However when we arrived, they couldn't find us in their appointment book (appointment booked two says ago!). We were seen by a young teen who of course didnt have the experience necessary. He repeatedly heaved huge sighs, told my daughter she would just have to wear very long shoes or ask the school to overlook her lack of school shoes. When I said that is not an option due to problems with her ankles, he said he would ask for help from other staff. I said yes please, I was told when I booked the appointment that it was with a senior member of staff who is very experienced, I am sorry that we've caused you trouble. I hope you arent offended or discouraged, and he said no, not at all. Another member of staff then came over, sat down and told me I had been very rude! When I asked how and tried to explain the misunderstanding she shouted at me and told me to be quiet and be thankful she was now there. Then she said that she was done and walked out the back of the shop.
I am genuinely unsure how I could have been more polite or tactful. I didn't at any point complain, criticise anyone, raise my voice, or use innapropriate language.
My daughter is now crying and apologising for having "bad feet". I am heartbroken for my child and very confused and upset. Was hoping that if no suitable shoes were in stock we might order some as offered on their website. However, it is now very clear that the service offered on the website bears no resemblance to that offered instore. read more
