Hello
I bought a Seraphine convertible changing bag from the High Street Kensington store. It took them 2 weeks to order it store for me. When I asked them to order a new one, they had only on display in store. The reason they gave me for the delay is that it was out of stock even though the online store showed stock. But they didn't bother informing me the first time until I called to check before going in to pick it up. They said that they tried to call me but I doubt it. The second time I called (today) they said that they tried to call but I had no messages or missed calls.
I got the bag today, I didn't check it in store as it was in a bag. Unfortunately when I checked it at home, I noticed that the buggy straps which come with it weren't included. (I vaguely remember that the display model didn't have these straps either. So I'm not sure if the one that I got was the display one that I didn't want)
The last time I shopped at the store, they said that they only do exchanges and no refunds. I thought that was strange as I didn't buy sale items and their policy online is different.
At the moment I'm fed up of having to go back and forth to the store. It takes me an hour each way and I'm 34 weeks pregnant. I will call them to ask about the buggy straps but I have a strange feeling that they will have some silly excuse. And I cannot be bothered with the hassle anymore. I'd rather just return it. My husband unpacked the bag and removed the protective film from the zips and only then noticed the straps were missing. I haven't taken off the tags but I have a bad feeling like they will not want to refund the money even though it's not my fault that the items are missing.
Also, they have a loyalty card scheme in store but they never ask you for it when paying. They say that it's up to the customer to remember. Normally it wouldn't be a problem but when you're super pregnant and having to try on over 20 clothing items after a trek across London, you're bound to forget esp if you're being rushed around by the staff. I was gutted when I realised that forgot to get a discount after spending £200 at the store.
A note about the staff, they are lovely. Maybe a bit too lovely and their desperation for you to buy the clothes shows. When I spent £200 on clothes, the assistant was constantly checking in with me, to check how many things I tried on and what my thoughts were when I was in the changing room. But all I wanted to do was to take it slow and not stress out over clothes shopping. Bad enough I hate shopping for clothes and I just had hydrotherapy.
I love the French manager lady but rest of them don't have a clue and a pushy in a nice way.
The reason why I asked them to order it in store, was to get the 15% discount. Again, they didn't ask me for my loyalty card (even though it was on my notes, apparently) until I reminded them. I had to remain focused and not get distracted by the other sales person trying to distract me with small talk.
Now I'm stressed that I've been sold a crappy display bag that's been man handled and doesn't have all the accessories but I won't be able to return it and get a refund without it getting all a bit dramatic and stressful for me and the baby. Any thoughts?