VIP

Completely agree with the previous review, staff are very pushy to make you buy. I spent over £100 on an outfit which I wore once and was faulty, the receipt states that refunds will only be given on faulty items but I have been refused a refund because the item was worn. No where on any of there policy's does it say unworn faulty items will not be refunded.

Amazing quality clothes at reasonable prices! Love the variety of different colours.
The customer service is just what I needed today. Lisa was unbelievably helpful, giving me time to try on clothes, making me feel comfortable and giving me honest advice on what to buy! Lovely lady and perfect sales assistance, she definitely made my shopping experience today!

Great shop. I bought my partner some items of clothing last weekend from this shop and they was so Friendly. Highly recommended.

I would just like to say a heartfelt thank you to Kelly and Sand for coming to my aid when I was assaulted outside of the VIP store on a busy Saturday afternoon.

Kelly and Sand stopped doing what they were doing and came to help us, they took my husband and I into the store, called for the first aid team and security, sat us down and got me a bottle of water.
Nothing seemed to be too much trouble for them.

They truly are a credit to the VIP store at Bluewater.
Lovely ladies indeed.

Kelly and Sand, if you see this , I would just like to say,
"Thank you doesn't seem enough for the help you gave us on 31/10/20.. but I send you a very heartfelt thank you from my husband and I. You both took such great care of us, thank you x"

It was staff at the VIP shop in Bluewater. I bought a jacket from this new store one week ago for the full price of £79.00. As usual, I was in hurry therefore just bought it and came home to try it on properly and to match it with my other dress of a similar colour, unfortunately it did not match so I took it back yesterday.
The woman who served me told me in a very unhelpful way that they do not do refunds. When I asked why I have not been told this before I bought it, she then said that it is on the receipts. Yes, the policy is on the receipts so it seems, but it is not clear, and you would have to buy the item in order to find out and that is removing your option to decide whether or not to go ahead with the purchase. I then told her what other method she has of returning the item, and she said credit note. She took the jacket and started writing the credit note. I asked her how long the credit note lasts, and she says 1 month.
So if 1 month passes, then I would basically lose both the money and the jacket, and the credit note is just a piece of waste paper. I am shocked to learn this is their policy.

I told her that I will keep the sale items, but the full price jacket has to be refunded as she has not been transparent about the policy at the point of sale. She then went to the back of the shop and made a phone call. I did not hear what she said, and shortly afterwards, she came back to me and was being rude, saying they will not do a refund and I either take the credit note or jacket. Before I could respond, a customer in the shop walked up to us and she was furious. She told the woman that she is downright racist, as her whole family heard what she said at the back of the shop, “I could kill this Chinese/Japanese girl”, to someone on the phone. The family, still furious, continued, “the way you spoke to this girl from start was despicable and no one will buy anything from you!”, they then walked off.

The assistant then called her boss and was saying that she is not going to put up with this. I then spoke to her boss, and she made a lot of excuses but then said that on this occasion, they will refund me. I did not really want to waste any more time with these pathetic people so just wanted to get the refund and go.
As I walked out, I was stopped by a gentleman in a uniform. He asked me if I am ok, then he said he has been informed by a customer to come here to speak to me. I then told him what happened in the store. He said that was what the customer told him too. He then called another gentleman over to me and he took a statement but asked me to make a formal complaint myself. I told him that he should take this up with the management as he has 4 witnesses here.

So, you see how disgusting some people are here in the UK. I normally do not come cross this type of people. This person must have such narrow mind. In this day and age, I am totally gob-smacked and it has never happened to me before.

Because of the condescending tone what she spoke to me with during the incident, and how she kept acting like she doesn't understand what I'm saying when everyone else could, and that I have quite a clear neutral British sounding accent anyway (I have been living and working as a chartered accountant in the UK for 20 years), plus what she said to her boss at the back of the shop, which was thankfully backed up by 4 witnesses.

Kelly, Ellie and the other members of staff are so lovely, friendly and approachable. I love the choice of clothing in store, it’s quite handy having a little shop like that there. I’ll be shopping there again when I go back soon.

Having read the reviews , same thing happens to me . Trying to return an item almost turned into an argument . Felt like they were being deliberately confusing to try and charge more. Will never shop there again . In the end after several attempts I had my refund and paid the right price .

lovely decot good customer service