Complaint: Poor Customer Service

on 21 September 2021 about Sweaty Betty in category Fashion

New complaint
Complaint pending
Complaint resolved
Complaint closed

My complaint:

I was in your store in Kings Road, London SW3 on Sunday 19th Sept 2021. I went to an exchange an item. After asking the service staff three times for assistance, I was ignored. Two of the were standing by the door and deliberately ignored me. They called the supervisor to assist and the supervisor didn’t come at all. After waiting for 10-15 mins (only one other customer was present) I was eventually served, but none of the customer assistants knew what to do. Someone had to call someone else. This was very poor customer service.

0 0 votes
Justified complaint?

Suggested solution:

They need to acknowledge their customers, be more welcoming and ore responsive in the stores.

Message from Bizzy from

3 weeks ago - Complaint is picked up by Sweaty Betty

Message from Bizzy from

3 weeks ago - Complaint is solved by Sweaty Betty

Sweaty Betty

Responded on 22 September 2021 at 19:27

Offered solution:

Good evening Gazalla,

I hope you are well and enjoying a lovely week so far. Firstly, please accept my sincerest apologies for the time taken to acknowledge and respond to your complaint.

Secondly, I wanted to say how incredibly sorry I am to hear about your visit to our Kings Road store. This certainly isn’t the service or experience you should expect from us and I can totally understand how frustrated and disappointed you must be feeling. We really appreciate you taking the time to highlight this, and rest assured we have fed this back to our store manager and appropriate teams to ensure this is addressed.

I would love to help get your exchange all sorted for you as quickly and smoothly as possible if you weren’t able to do this in store. If you could kindly contact our brilliant customer care team as soon as convenient to you, either via email or our super speedy Live Chat service, we can have this all resolved for you right away! We will simply need your full name, email address, proof of purchase (either an online order number or a copy of your store receipt), and details of what you would like to exchange.

You can follow the link here to take you to our contact page – simply click on the tab, ‘Get Started’ and you can choose how you’d like to get in touch:

Alternatively, please feel free to reach out on any of our social channels if easier for you and just drop us a quick private message on IG, FB or Twitter – it’s another quick way to get in touch and we’ll be right on hand to help!

I very much look forward to chatting to you very soon,

In the meantime, have a great rest of your evening Gazalla,

Best wishes,

Customer Care Team Lead
Sweaty Betty

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