For my partners Christmas present I decided to purchase him a Kenzo jumper. On 22nd of December 2017 I came into the Kenzo section, picked the jumper and handed it over the counter to pay. The sales assistant that served me was Melanie, who re-assured me that if the jumper did not fit correctly, as I was worried it may be to big, I could exchange the jumper for a gift card with the same value as the jumper. Melanie re-assured me that this would be no problem and something that the department would be happy to do. A few days later, once my boyfriend had tried on the jumper once and told me it was too large around the neck area, I explained that he would have a gift voucher to spend in- store alternatively. So we headed up to Selfridges for a day out in London together. Unfortunately, what we experienced was an extremely uncomfortable and unprofessional shopping experience at Kenzo. I explained that I wanted to exchange the jumper for a gift card. The team they turned the jumper inside out and began to inspect a tiny deodorant mark on the inside where my boyfriend had tried this on. Another assistant was handed the jumper and proceeded to smell the item in front of us. Which I found extremely strange and unprofessional. He then handed the item back to us remarking ‘no’. I was shocked by the lack of help and assistance that was offered to us. After this I asked to speak to the manager of this department. At this stage, the situation became worse. We spoke to Sapphire, who we assumed was the department manager, we shortly found out that this was not the case and that we had been lied too. Sapphire proceeded to tell us the following: - The item could never be sold again due to this small stain on the inside. - All items sold from Kenzo are not display items and are sold in plastic packaging (my jumper was handed over the counter, at full price) - We could not expect a gift card for this kind of return. - There was nothing she could do about this. After 15 minutes of us explaining that this was a special gift and that we were clearly not given the correct customer service from the off-set. Sapphire then suggested to us that we should go and ‘get a baby wipe’ remove this small mark and bring it back up. She even explained that we should not use anything perfumed as then they would not be able to refund this item. I was completely shocked at the fact that as a paying customer, on our trip to the store, it was suggested that we go and clean an item of clothing. I then asked if there was anyone else I could speak to, we were then told that Sapphire was not the manager for this department and we were wasting our time talking to her for 20 minutes. We then spoke to another manager who was very helpful and apologised that we were told to clean the item. I am very grateful for the reassurance of this member of staff, who then proceeded to sort out my boyfriend’s gift card. Neither of us now feel that shopping at Selfridges is an enjoyable experience, I have told many friends and family about this situation and they have been very surprised.