The boots I purchased were in Liverpool with the help of the manager ( who had dark brown hair, tall and very smiley lady) in Liverpool One who went above and beyond in helping me find the right pair. I went into the Hemel Hempstead store to return the pair of faulty boots which I had only had for one week. I gave the receipt along with the boots to the deputy manager (I can not remember her name - she was a young blonde with dark highlights, who was miserable looking). She was really rude and said I had not had those for a week as she was looking at the heel which was cracked. I said to her if you look at the receipt you can see I purchased the boots a week ago and that they had turned out faulty and I have a right to return them and get my money back. She refused the refund and said I would need to call New look Headquarters to discuss it further with them. I decided to call them as soon as I left New Look. I was told by headquarters that I was within my rights to get a refund by the store.. so I decided to go back to the store as I was on the phone to headquarters and handed the phone back to her and she then said she could not hear them and cut them off. I came home and told my mother what had happened so she spoke to Robyn the manager who after a while agreed that the deputy manager was at fault and that a full refund would be made. My mum had to then go in the next day to see Robyn herself to get the refund sorted. .... The reason I was denied a refund by the deputy manager may have even be due to race as I myself am colored and the deputy manager was white and just did not want to know why I was bringing the boots back. Ever since this incident I have not set foot in the Hemel Hempstead New Look and this was nearly a year ago. Since then I have found that other stores such as River Island, H&m, Monsoon, Accessories and Debenhams have such welcoming and professional staff who go out of their way to help you in store. It really is no surprise to me that New Look is not doing very well, as the staff seem to be incompetent and defiant. I mean by having a deputy manager who is a monster and makes a customer feel very small is it really a surprise that New Look are not doing well and may close. I would not be amazed if the Hemel Hempstead store does close.