Uthman Chaima
1 Google Rating
I bought a pair of Russell & Bromley shoes from this store 6 months ago. I wear them 2 days a week.
I bought a pair of Russell & Bromley shoes from this store 6 months ago. I wear them 2 days a week. Surely for a pair of £200 shoes I would have expected the stitching to last longer however it was already coming off quite a lot. So I took it into the store and asked for new soles to be put on them and when I moved forward with payment the employee asked me if I wanted them polished. I said no please do not touch them with any polish or anything at all as I will have that done elsewhere. She said okay no problem as a gesture of agreement and I proceeded to leave my shoes in what I thought were capable hands. So a week later I receive a phone call from the store telling me my shoes are now ready for collection so I pay for the service and walk back to my workplace round the corner. Upon arrival, I inspected my shoes and I noticed that it had been polished and not a natural shade but a very dark brown with was a drastic change compared to the original chestnut colour. I also noticed a lot of scuffs and cracks in the leather which upon discovery I took to a shoe shiners and asked them what they think happened to it. It seems that Russell & Bromley decided to polish them but instead of the traditional way by hand; they used a colour coating which was most likely applied by part machine which not only scratched the leather but dried it enough to make it feel like sandpaper. As soon as I discovered this I went right back to the store and spoke to the deputy manager (she was a young blonde lady). This lady accused me of doing damage to it myself and said that they cannot be held accountable for it as I did not have any proof to assist my story that the shoes did not always look like that ( I even showed her pictures of my shoes from before they were serviced however she decided to take no notice whatsoever. It was not until I told her that I had also spoken to the head office (which I did) regarding this matter and they told me to take it back to the store so they could send it to their office and investigate properly; that she began to take me seriously. Even then she still had attitude in her voice and a blatant disregard to customer service and trying to help others. I have just received a letter from the individual from their head office who did the investigation repeating exactly the same as the deputy manager as if it was rehearsed. He even mentioned that my shoes were heavily worn in before they were taken in by the staff for repair (even though he had never seen my shoes before). It is absolutely disgusting that customers are treated like dirt with this company even though you'd think they'd try extra hard to take care of their customers considering the price tag on their shoes. They tried to take advantage of the fact that I am a young 18 year old professional who would be too shy to stand up for myself. This place doesn't even deserve one star and I would say that anyone that would even think of coming here. Please think again!
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