Company Store

Loz

3 weeks ago

I was served by Chloe, who refused the return on the basis that the outer cardboard box had been opened and the tape removed, despite the product itself not being damaged. During the discussion, another staff member confirmed that parts were missing from the item, which should have allowed the return to proceed. Despite this, Chloe still refused to process a return, replacement, or refund. From the outset, there was no willingness to assist or resolve the issue. When I asked to speak with the store manager, Chloe provided inconsistent information about her role and authority. She later left the area while on the phone with a superior and returned to again refuse the return without clearly explaining the reasoning. The interaction escalated due to Chloe’s dismissive and confrontational manner. I was spoken to rudely and ultimately told to leave the store. This was handled in a highly unprofessional way for a customer service and returns situation. Another staff member, Adam, remained calm and professional, but deferred to Chloe’s decision. Based on this experience, I do not believe Chloe is suitable for dealing with customers in a high-stress customer service or returns role. Overall, extremely disappointing service.