Bought a nice belt from a Ted Baker store at Heathrow T5 - it fell apart after a month. I contacted Ted Baker via email, with a photo and copy of the receipt. Good customer service would look like this: "We're really sorry to hear about that, let us have your address and we'll send you a replacement right away" Ted Baker's customer service looked like this (to paraphrase): "We're sorry you're disappointed with your purchase - this hasn't happened before. If you believe it's faulty (noting that I sent a photo of it falling apart) then you'll need to send it back to Heathrow airport" When I asked how long it would take to get a replacement, the reply was "I can confirm that's something you would have to take up with the airport themselves". Not impressed.