I understand that the shop deal in low-cost clothes hence returns have to be paid for, no problem however I was sent alternative colours to the colours I ordered, which of course meant that I had to then pay for returns. As it happened I was visiting family near the Rochdale branch and decided to get a refund for the items on-site. I was told I was not able to get a refund and I'd have to swap the items or get a credit note. Luckily they had the colour of the items I had ordered at the store, I then faced a 20 min queue where there were 2 cashiers open downstairs, tills closed upstairs. There were lots of staff around chatting, including managers who did nothing to speed up the till service/ open up other tills. When I left the queue length had doubled and was halfway down the shop floor and still there was no intervention from managers. This has put me off ordering online or dealing with the shop itself and the customer experience definitely needs improving.