Dune London, Stratford

Reviews

1. Francesca Marie Claire ★☆☆☆☆

   I have never left a negative review anywhere before, but I feel absolutely compelled to share the appalling experience my partner and I had at Dune in Stratford Westfeild from Iona (the store manager apparently). I have worked as a mystery shopper (albeit over 10 years ago) and in all my time as both a customer and in that role, I have NEVER encountered service this unprofessional least of all from a store manager. On the 19th July we visited the store to return a pair of sandals that were clearly faulty and unwearable. From the moment we mentioned a return, the manager’s attitude was dismissive and hostile. Her body language and tone made it clear we were not welcome. When i tried to explain the issue, i was repeatedly interrupted. At one point, the manager even cut me off with the words: “It’s my time to talk.” Any attempt to clarify the situation was met with condescension, including the suggestion that we were “misunderstanding” her because English was her second language, which felt like a poor excuse for her rudeness because her English was perfectly fine. I offered to demonstrate the fault by walking in the shoes, but the manager refused outright, saying it “wouldn’t change anything.” When I asked what we could do, we were told to contact customer service, who would likely just refer us back to a store (essentially a dead end). Despite saying she couldn’t help us, the manager then proceeded to take photos of the sandals and my receipt without explaining why. When i clearly stated i did not consent (i was unsure of the purpose of her doing this was?) the manager moved the items out of my reach and took the photos anyway. This was intrusive, disrespectful, and unacceptable. When she took photos of my item and receipt without my consent, it felt like a pre-emptive move to obstruct me from escalating the issue to customer services or pursuing an alternative route to return the items. I have since found multiple reviews online that confirm these sandals are faulty by design, which only reinforces that our concerns were valid and should have been taken seriously. At no point were we rude or aggressive, yet we were treated with hostility and made to feel as though we had done something wrong simply for questioning a faulty product. She was argumemtative throughout. There was no attempt to help, and certainly no professionalism. She argued with us as if its something she does everyday. Had we been treated courteously, even if the outcome was the same, we would have left disappointed but understanding. Instead, we left feeling dismissed, mistreated and embarrassed. As we walked away from the store we saw her venting and laughing with a male collegue about us. I would never have expected this behaviour from a store manager and if this is reflective of Dune’s training, it raises serious concerns about how they value their customers. I will never shop here again and will be raising this formally.

   almost 9 months ago
2. mum rabu ★★★★★

   I love dune. And there versatile deign.

   almost 9 months ago
3. A G ★★★★★

   Not very often these days you come across a shop assistant who is genuinely helpful and courteous. Kimiya, who we were told, by the manager was not a usual member of staff in this store was simply great and served us with professionalism which was much appreciated. Maybe based on other reviews the manager/s should use her as an example of what customer service looks like. Keep up the good work.

   1 year ago

1. Robbany Khan ★☆☆☆☆

   The manager / supervisor requires manners & customer service training. She is the short blonde Eastern European lady in her 50s. She is so rude and abrupt. We were about to purchase a £150 pair of shoes but walked out of the due to her robotic abrupt behaviour. I will also be making a complaint to the head office too. The rest of the staff are lovely.

   almost 2 years ago
2. F ★☆☆☆☆

   Went to try some shoes, the lady came with the shoes in her hands, no box, no prove of shoes been new. Is the first shop where the assistant goes at the back and pick up the shoes without the box. And you call this luxury? Then notice “side eyes” going on in between the assistants like they were judging me. Then try to order the shoes online for a home delivery and the system didn’t work. Felt very unwelcome and I will never go back.

   almost 2 years ago
3. Hasii ★☆☆☆☆

   I'm guessing it was the manager but she refused to offer service to anyone who asked for assistance. Instead she would tell them to wait for her staff and then proceeded to shout "chop chop ladies" every minute to the lovely customer assistants that were working there. Instead of assisting customers herself she dragged her feet up and down the store and shouted orders at the ladies working there who were already running around like crazy. Disgusting behaviour from a manager in front of customers.

   almost 3 years ago

1. Donny Wilkinson ★★★★★

   First class service great welcome from the young assistant so professional

   almost 3 years ago
2. Corinne Badcock ★☆☆☆☆

   Over the time I've spent a lot of money in dune stores Very rude staff in Stratford westfield I had 3 pairs shoes,2 handbags when my son was insulted Put everything back and left

   almost 4 years ago
3. Svetlana Langmane ★★☆☆☆

   Was so disappointed with the purchase. The sole of the boot just broke in 2 peaces after 1 month wearing. No warranty for purchase on sale, which wasn't cheap even so. Also staff well dressed, lot of makeup but attitude isn't nice at all :(

   more 6 years ago

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