Muse

"The WORST customer service I’ve ever experienced. I’ve been shopping in the Rickmansworth branch for over 13 years. I’m a huge supporter of small, boutique, local businesses but I will never return to the Rickmansworth, or any other Muse branch. I bought a pair of trousers. When I tried them on at home I found a whole on the seam by the ankle. I returned them to the store asking for a refund/store credit. The manager told me they had to check with the owner and I would need to leave the trousers there. I did. They called 2 days later saying they would not refund me or give me a gift voucher as they could give me a replacement. I declined as I said I’d lost faith in the brand/garment. They refused. I told them my statutory rights. They said I was only entitled to a replacement pair as there was ‘no fault’. I challenged this as there was a fault - a hole. They said the is is not a fault as the manufacturer just missed sewing that part (it was a hole half way up the ankle) and it’s she didn’t understand why I didn’t just see up the whole myself rather than bringing them back to the shop ‘don’t you have a needle and thread at home’. The manager was rude, patronising and did not demonstrate an ounce of customer service skills. I’ll never return and I’d urge you not to waste your money at a shop that treats loyal customers so poorly."

"Has to be the worse customer service I’ve ever experienced. The top purchased was faulty with a very poorly sew. Hem line but they would not acknowledge the poor workmanship and were very rude. Initially refusing my request for a refund saying ‘it wasn’t their problem’ well as a customer being sold faulty merchandise it certainly wasn’t mine problem either. So rude and such an attitude. I insisted they called the manager, who thankfully agreed a refund. I will never go in this shop again and will happily relay my experience to everyone I know in WD3 suggesting they give it a wide berth too as over priced mass produced garments and shocking customer service."

"Lovely to have a clothes shop on the high street. I have always found the staff nice. They always offer to call other stores if they don’t have the right size in stock. They have a good range of clothes and small items for gifts."

"If there ever was an example of how not to deal with customers then this shop is it. Returned items with tags (but unattached by safety pins). All items were unused and resalable therefore. Was then accused of wearing all items and bringing them back used!!! Why on earth would someone do that is beyond me. Anyway I apologised and offered to attach the tags myself. What was really astounding is the staff just kept going on and on and on, even after the apology. I returned a polyester satin top which creased very easily in the carrier bag due to the fibre content. (as a former fashion buyer I understand fabrics very well). The staff carried on trying to berate me - I actually felt sorry for them. Their behaviour was so disproportionate (almost bordering on the deranged) to what was a simple transaction of a credit note. Bearing in mind they have a no refunds policy it was not as if they were losing the sale ether. Would highly recommend other local boutiques such as Heidi and Hudson (Amersham & Gerrards Cross ) & The Dressing Room in St Albans Instead. Staff are lovely, products are of a better fit and fabric, vouchers can be spent online and overall the quality of fashion items and trends are far more superior."

"Don't buy anything from here unless you're absolutely sure you won't want to take it back as they won't give refunds under any circumstances. What you will get is a voucher for the same amount to spend in the store valid for six months. If what you then buy with the voucher is £1 less than the returned item they won't pay you that pound, but, astoundingly, will give you another voucher for £1. Despite explaining to them that I was not well off, they refused to refund me the £30 I'd paid for a cream top bought the day before, with the tags still on. The store is very expensive (£85 for a pair of ordinary leather gloves) and most of the stuff isn't really my kind of thing, so I had to return and find something for exactly £29, as I never wanted to return there. My task was made harder by the fact that they didn't have different sizes in many items. The staff and owner are helpful enough but a bit cliquey with those whose faces fit. Mine obviously didn't."