“Whilst trying on several pairs of jeans the partition curtain was thrust open when I was partly dressed, no explanation, just a look as if to say what are you up to which I thought was very odd at the time. A week later I returned to the shop to exchange the jeans and the same guy walked over whilst I was browsing and took away the bag with my jeans that I had paid for and said he would save them at the counter, again very odd and unacceptable treatment. I completed my exchange after all the pockets had been checked on the replacement jeans. I felt humiliated and demoralised with this treatment and will not shop there again. Is this what you call customer service. I have shopped at Frank Birds for a lot of years but would never go in the bottom shop because of the very same person!!!!!!!!!!!!!”
Thanks for your review, I'm sorry that your recent visit wasn't up to our usual standards. I was hoping you would respond to our private invitation to discuss your experience further- its always useful to learn what we could do better/differently and we take all of our reviews (positive & negative) very seriously.
We are in the process of reviewing our fitting room policies in response to your review, to hopefully avoid a repeat.
To clarify your other points, our team is trained to treat return transactions the same way as a sale and it is normal practice for us to offer to keep a customers returned item behind the till whilst they look for alternatives - I do apologise if this caused offence.
Secondly, our security tags are situated in jean pockets which explains why the member of staff checked them on your replacement jeans.
Once again, thank you for the review and for shopping with us
Thank you for your review and order.
I'm sorry that on this occasion we failed to match your expectations.
Your order was received after business hours on Tuesday evening and was delivered at 7:20pm on the Thursday evening, well within the '3-5 days free shipping' service that you selected.
You rang our store on Thursday, who called you back after speaking with our website team and gave you a full update on your order and when it would be delivered (no later than 10am on Friday).
We don't feel this level of service reflects a one star review and hope you may reconsider your negative review.
We pride ourselves on customer service and do hope you choose to shop with us again.