Ellis Brigham - Kensington — Local services in London

WE LEFT EMPTYHANDED AND HUMILIATED. I was deeply disappointed by the customer service here during my recent visit. After traveling 40 minutes, we arrived to find the shop understaffed with some customers waiting to be helped and others leaving empty-handed.

The staff seemed dismissive and disinterested in assisting customers. When my party politely asked for help selecting items, employees rudely told us to "leave" and that we needed an appointment weeks in advance just to browse.

One employee, Franck, argued with customers and caused a disturbing scene by shouting at my party for simply asking a question. Such unprofessional conduct is unacceptable for any business.

With multiple customers walking out that day and staff refusing to perform basic job duties, this shop is squandering business and damaging its reputation. Management should address these customer service failures urgently, especially the misconduct of employees like Franck, before more people take their money elsewhere.

While I wish to support local businesses, poor service like this leaves customers little choice but to avoid returning. I hope the management will undertake serious customer service training and increase staffing to resolve...

I decided it was time for my own pair of ski boots with custom insole and this store had the earliest and most suitable availability. James assisted me and was great- so patient, kind and understanding (I had numerous questions and am a perfectionist so not the easiest customer ) - he was very reassuring and knowledgeable. I have a very high arch and narrow foot so many boots available in store were not suited to my foot - I ended up taking a pair that were the best on the day but was uncertain when I went home due to the pressure on my arch. I contacted customer services and the store contacted me soon after to discuss my concerns and invite me back in to either adjust the boots or try another option (as I had not yet skied) that were not available in store my first fitting (BOA system). I went back in store and the other options felt much better overall - again James was so understanding and helpful. An overall very positive experience - they really seem to value their customers and make sure they happy - I would definitely recommend this...

Fantastic store and service. Whenever I need quality gear for any tour or expedition Ellis Brigham is always one of my number one places to go.

This store was the start of my 3 month bicycle tour across Europe. I needed to upgrade some gear, as well as get some new items. Frank the sales assistant, also being a cyclist, was great at directing me. I particularly love the Mountain Equipment, MSR and Patagonia gear... I'm a fanboy and would love to be an ambassador one day 🤣

A had a couple issues with a couple dry/compression bags during the trip and on my return Petya the store manager and Frank (good to see him again and catch up) where there to sort the items out and again very helpful in directing me towards new gear that I needed for my next expedition.

Whenever I've come to this store I've always had lovely service by the staff.

Thanks guys. See you soon for more gear I'm sure 🤟🏽😆

Bring on Aus & New...