We visited Klass in Springfields (Spalding) on Monday 9th July, Aprox 12:30 pm
It is a nice shop staffed by a horrible manager. We bought an item and had to return it the next day as it had a stain we did not notice.
The manager was VERY snooty, huffed and puffed about it not having a tag on it and at first refused to replace the item. I had to state UK law that a defective item must be refunded or replaced regardless of it having tags or not.
I had to ask her to calm down and told her there is no need to be getting angry about it. Her attitude changed completely when another customer entered the shop behind me, suddenly it was all (false) smiles.
I will be putting in an complaint as it is disgusting how they treated a customer with a perfectly legitimate return.
Edit: Klass decided to have no 'class' and add insult to injury in their reply by suggesting that we caused the stain on their defective product and still does not seem to comprehend that store 'policy' does not supercede the sales of goods act which allows for the return of a defective product even if it has no tags or original packaging.
No wonder their staff are so rude - they have a returns policy in place that attempts to remove consumer rights.
Hello there, I'm terribly sorry that you feel that you've had a poor customer service experience with us here at Klass. We pride ourselves on excellent customer service at all times.
As with most retailers our return policy does not permit returns or exchanges if the tags have been removed. This return policy is in addition to your statutory rights. Clearly depending on the circumstances it may well have been appropriate to refuse the return of the garment if the evidence suggested the garment had been worn and stained subsequent to its purchase. Removal of tags before returning the garment would infer that was the case. That said, we note the manager authorised the exchange of the garment notwithstanding the inference it had been worn. If the manager was rude and unfriendly when dealing with you, then clearly that is something we do not condone.
As you no doubt appreciate Trustpilot is not the appropriate forum to respond fully to customer complaints. We do however take all complaints seriously. Please be assured, your complaint has been noted, is being investigated and we will respond direct to you via email once the complaint has been fully investigated.
Again, we apologise for the fact that you feel you were treated poorly and hope that you continue to shop with us. Kind regards, Kate - klass.co.uk
Kind Regards Kristina - klass.co.uk