New Look — Local services in Great Britain

Visited the Hereford store on Thursday 23rd November 2023. Doing Christmas shopping gift for my daughter. I purchased a coat and was served by a very pleasant, smart and clearly knowledgeable member of staff called Sophie. When buying the coat my wife noticed a mark on the sleeve which couldn't come off. Unfortunately there wasn't another in that size but Sophie was excellent in not only refunding the original cost but then including my wife's Blue light discount before then going on to order one in a better colour to a local New Look close to where my wife works for pick up. Throughout this whole process Sophie gave us her undivided attention and made us feel very valued customers. Her people skills were excellent and I would like to have her recognised by New Look for all of her efforts on this occasion. I collected the coat yesterday 27th in perfect condition from a local store all with the help of Sophie and her skills when dealing with ourselves. Thank you. A note to New Look, I have searched your site for staff praise and there isn't such a thing!! Perhaps this could be taken up with management as its very rewarding to have praise. Sadly I'm sure there are plenty of opportunities for complaints to be made!!! I hope that this is forwarded to the staff member highlighted together with whatever New Look feel appropriate as a reward in these...

Went in to exchange a coat as it had a massive hole in the pocket after less than 3 weeks, I've been unable to return it before today. I was told at the till it was 2 days over 28 days which is clearly untrue. I purchased the coat on 18th November (23 days ago). I then brought a top and a lower priced coat to the till to exchange them as we had agreed. The woman at the till was unbelievably rude and said "I'm not being funny but if you overfill the pockets like that they will break". I had to put my keys, a scrunchie and my phone in one pocket as the other pocket had the massive hole in it. I politely explained that. She then continued. "Yes but if you over fill them they will break. This happened to me when you leave too much in them because you can't be bothered to empty them." At this point I'm quietly very angry but remain polite. She then tells me it's 29p to pay and said that was a bargain. I don't think exchanging a broken coat for a different not broken coat at a lower price and a top constitutes a bargain. I think the manager should have a word with their staff about how they speak to customers. I was left uncomfortable and angry and not wanting to return and this is not the first review...

Popped in with my friend so she could return an order today. I have never met someone so rude as the woman behind the till was. She asked my friend why she was returning the item in an extremely rude manner and she explained it was because they were to small the worker replied ‘ why what size did you get? ‘. My friend then replied saying a 6 (not that it was even any of the workers business). She then said ‘stand back’ to my friend, rudely looked her up and down and said ‘ well you’re at least an 8-10 ‘. Not only did she practically body shame her, her customer service was shockingly bad, especially for a grown woman. Chose your workers better New Look, that isn’t something you say...