On Flagship Store London Regent Street — Local services in London

I am writing to express my disappointment with a recent experience at your store located at 169-173 Regent St., London W1B 4JF, United Kingdom. The incident occurred on (7/7/2023) and involved the ?store manager, Eugein.

ON shoes run small and I have ordered a pair of shoes and returned through the store on 30/6 (my experience at the time was ridiculous; I had to wait on a long queue for over 25 minutes and finding a member of staff to talk to was hard; they don’t wear uniforms and don’t have name tags). The size of the store is very tight and crowded making it hard to proper check to find a good pair of shoes. I managed to return my shoes on 30/6 and wasn’t able to get a new pair on the store as they have limited options and my size not available (I’m size 5 usually but had to size up with ON shoes). I was encouraged to order online, I ordered the second pair online ( I sized up this time) but when the new pair of shoes came they were also tight and uncomfortable. I made a whole journey again to ON store (regent street) to return my shoes but this right of mine was denied by someone named Eugein ( I think this is his name but not sure as no name tags but he is one of the managers maybe). His excuse for refusing the return is that I won’t get my refund back as the system has been broken since 6/6/23 and no customer managed to get their refunds since 6/6/23 ( I returned my shoes on 30/6 and got my refund), I mentioned that but he was adamant that no means no. I was shocked with the lack of care and support from him. He had no right to refuse to return my shoes, I got them 2 days before and never worn!! It is important to note that I had made a whole journey after work to the store in my very busy schedule, I can’t go to Royal Mail to return my shoes as their opening times are (8-10 am) and I work full time so the store is my only option. I chose your store because of its excellent reputation for high-quality, comfortable footwear. Unfortunately, Eugein showed a complete lack of understanding or compassion for my situation.

This incident cause me unnecessary significant stress and wasted my time (I told Eugein that on the website there was no note to say that I can’t return through the store and hence I made this whole journey pointlessly). It is disappointing to have such an experience.

I understand that rules are in place for return and refunds , but Eugein didn’t follow without consideration for customers' circumstances shows a lack of flexibility and customer service. An excellent manager should be able to balance operational needs with exceptional customer service.

I look forward to hearing back from you soon regarding this matter. I hope that you will take the necessary steps to ensure that such an unfortunate incident does not happen...

This was one of the worst shopping experiences I’ve had. After hearing positive reviews about the shoes, visiting this store has been an utter disappointment.

First of all, please consider that this is a FLAGSHIP SHOE store, and yet they have absolutely no way of measuring a persons foot. Nope, not even a measuring tape. So certainly no way of giving advice on what shoe might actually be best for your foot shape.

Secondly, the layout is absolute carnage. You have all that space downstairs and yet you cram everyone upstairs into a thin aisle where you have to usher people out the way to pull out the drawers so that you can hand customers tester shoes.

Thirdly, your staff are untrained, have barely any customer service skills, let alone know what they’re actually selling. I visited on a Thursday morning at around 10am. It wasn’t overly busy and yet I went through 4 different staff members because no one would give me any more than 30 seconds of time. I don’t blame the staff for not being overly polite either. It’s often the training and / or management.

Onto the last point… while waiting for my shoes (at this point I’d been here too long to go anywhere else as I was buying for an imminent work thing) I was stood next to a group of staff being spoken to by someone who appeared to be a regional sales manager type. Unbelievably, on the shop floor, I overheard him say to the staff that the next range is incoming in a few weeks, and that everything currently on the shelves were the first iteration, known to have not been properly QC’d and sent straight to mass manufacture, which explained why there were so many issues with the current product. I couldn’t believe it. On the shop floor!!

So long and short of it… these guys haven’t reinvented the wheel, they’re not particularly groundbreaking and if it was me buying (and not my corporate company) I would not have spent my money.

This is supposed to be a premium product and I’m left feeling quite disappointed in the brand.

Call me and I’ll help you...

I am writing to express my disappointment with a recent experience at your store located at 169-173 Regent St., London W1B 4JF, United Kingdom. The incident occurred on (6/26/2023) and involved the store manager, Mr. Sylvester.

The store's official closing time as listed on your website is 8:00 pm. However, to our dismay, when my wife and I arrived at the store at 7:51 pm, we were not permitted entry. The store manager, Mr. Sylvester, had prematurely closed the store and dismissed our pleas for entry, despite our clear distress.

It is important to note that we had an emergency situation on our hands. My wife was suffering from severe foot pain and we urgently needed to purchase a comfortable pair of shoes to alleviate her discomfort. We chose your store because of its excellent reputation for high-quality, comfortable footwear. Unfortunately, Mr. Sylvester showed a complete lack of understanding or compassion for our situation.

Not only did this incident cause unnecessary physical discomfort for my wife, but it also caused us both significant stress. It is disappointing to have such an experience from a store that we have always held in high regard.

I understand that rules are in place for operational efficiency, but this rigid application of the closing time without consideration for customers' circumstances shows a lack of flexibility and customer service. An excellent manager should be able to balance operational needs with exceptional customer service, especially in emergency situations.

I kindly request you to look into this matter and provide necessary training to Mr. Sylvester and his staff, ensuring that this type of incident doesn't occur in the future. I believe that an adjustment in your policy to allow for some flexibility in closing times in emergency situations would be beneficial.

I look forward to hearing back from you soon regarding this matter. I hope that you will take the necessary steps to ensure that such an unfortunate incident does not happen...