Will never shop at Roman again . Fairly good customer service when I went in looking for a top for a special occasion . I realise now it was a hard sell . The two assistants couldn't e more helpful but I was running it of time . I took two to have a better look and decide at home as I hadn't to go . I felt under pressure and after all their help I felt I neded to buy something . Despite what the woman said afterwards no She didn't explain about the no refunds policy . It's exchange only . I wrongly assumed it being a high street store that I could take back for a refund. The lady even said keep the necklace safe in case you need to bring back . I didn't like them after all with the time and space at home . I returned both . I walked in to the store at Solihull and one of the lady's who had helped and couldn't do enough at the time I was buying was there. She seemed to know I was bringing back as she asked from halfway across the shop as I entered in a very loud and abrupt tone " can I help you" ? I explained when I got nearer a bit taken aback that I was bringing back . She then became even louder explaining it was exchange only and that she had explained that clearly at the time as she remembered me. No Shen didn't or I d never have taken one being unsure let alone two . She was quite bombastic , verybliud like she wanted everyone to hear . She told me I had to find something there and then . Isn't isn't have time . Also I felt very uncomfortable and embarrassed . There were customers in the shop could hear everything. I just wanted to leave . I found out later they could give a gift card Valid for 12 months . I felt she was deliberately embarrassing me perhaps even trying to bully me in to keeping it . Luckily I deal too with a different woman when I returned and I got a gift card. She didn't have much to say for herself and virtually hid in the changing room when I returned. If the exchange/ refund policy had been explained that would have been best or failing that politely , calmly and quietly explained in a professional manner that would have been acceptable . It was not it was put to me loudly, aggressively almost and to cause embarrassment and conflict . I In