I recently bought the Tallow Evie bag in the Walthamstow branch in London. When used it for the first time the straps kept disconnecting from each other and as a result fell off me and on to the ground. i ended up having to carry the bag in my hands. I decided to take the bag back to the store. I approach the store manager and told her the issue with the bag. She began by insinuating I was wearing the bag wrongly and that I couldn't have a refund because I had used the item. I was shocked because one I had explained that there was a problem with the bag and secondly when I was trying to talk to her she seemed to have an answer for everything. I asked her to give me the customer service number along with her name which she did since she had refused to give an entitled refund to me. After getting through to customer to a lady by the name of Elaine and explaining my situation I was given a reference number and told to hand it to the Linar the manager and to get her to call Elaine back. The manager went to the back of the store to make the telephone call and it is my belief that she tried to argue against a refund for the returned bag. I spoke to Elaine after the manager spoke with her who proceeded to tell me that the manager was not going give me a refund as it was at her discretion. Again I was forced to argue my point as I had a legal right to a refund on a product that was not fit for purpose. Then she suggested crediting my account with the money which I agreed to. I was asked to return the phone back to the manager who went to the back of the store and returned after approximately 7 minutes. When she came back she went behind the till and said to me that she was going to give me a refund just this once and that I wouldn't be entitled to future refunds. I told her that I wouldn't be returning to her store again and that she needed retraining in order to deal with customers properly. That encounter put me in a bad mood. I felt as if I was being treated like some criminal for exercising my right as a consumer. I did speak to head officer again to complain about the way I had been treated. They in turn told me that they were going to speak with the area manager about visiting the store to talk with the manager about her conduct. Whether this will happen I don't know but I will complain further in a letter to Clarks as this situation should never have occurred.