I won't shop with them again.
I'd briefly scooted around the Edinburgh branch and thought the shoes seemed both pleasant and comfortable so headed out to Solihull to try some on at my leisure.
Average age in the store is approximately 75. They seem to be trying to target the younger age group but aren't doing very well. I felt positively paediatric. I was waiting ages and ages to be served and when they eventually stopped ignoring me, they didn't have my size. Great! I tried on the too-small ones so that I kind of knew which size to order online.
At the time of ordering there was a 3 for 2 so I chose a pair of shoes for a wedding, a pair of boots and a pair of work shoes as well as a pair of purple sale shoes. Delivery is £3.95, regardless of size of order. Returns are £2.99, exchanges free.
They emailed me a while later saying their website stock was wrong and the work shoes would be delayed by a couple of weeks. When part 1 of the delivery arrived, it did *not* contain my purple shoes but instead some hideous green Granny type horrors. That was an annoying trip to the post office that I could have done without.
The shoes they erroneously told me were in stock were delayed again and eventually showed up maybe a month after my order. Meanwhile, they'd tried to tell me that I made the mistake. I didn't. I didn't like them so decided to return them. My refund was...zero. Apparently they decided that it was my "free" pair and therefore I get nothing. I'm sure that could be argued, but most decent companies will refund the average price paid. In fact, I even have a Primark (Primark of all places!) receipt in front of me saying they do exactly that.
Customer services were unhelpful and just don't care. There is no such thing as goodwill or customer retention in their operations. They just can't be bothered. Take your money (for the overpriced shoes) and run. It's Hush Puppies and Clarks for me from now on. Cheaper, equivalent quality and far superior service. read more