What a awful experience I have had with Topman this week, both in regards to the store (Durham Silver Street) and the 'customer care' service. Popped into the store on Thursday to buy a suit, shirt and tie. The store opened over half a hour late to start with which was not good. When trying the suit on they did not have my size in the pants and the gentleman serving me said they could order my size into the store. I mentioned I needed the suit for first thing Monday morning and he said it should arrive by then. It actually turned up on Friday, so went and picked them up Friday night. However when I got home and tryied them on the catch to fasten them was missing. So called the store on Saturday morning to discuss a exchange. I spoke to the manager who stated they would need to refund the faulty iteam and reorder the exchange, which is a bit inconvaniant to start with but I thought ok. I asked the manager if they could order the replacement iteam and and I would come do the refund / exchange when they arrived to save two more trips to the store (two extra parking charges, two extra petrol charges and two more time investments) in addation to the two already made. The manager stated it was company policy not to do this and they could only order the replacement iteam when refunding the faulty one, I am sure this would be the same as ordering stock for the shop. At this point I asked for Topmans complaint number and the managers name as thought it was riddiculas to ask the customer to make two more trips to replace a faulty iteam they provided, which can happen but they seemed to be no effort to help rectify the situation. Again could understand if this was one iteam I bought or was exchanging due to a fault on my part but I spent quite a bit on a few iteams and it was a mistake on the providers part. I then called Topman customer care to put a complaint in and after explaining the issues was repeatedly told it was store policy to not order replacement before refunding faulty item and it was the store managers discression if they wished to help any further. Tryied to explain in more detail but kept getting the repeated line its store policy and the agent was very arrogent. Asked to speak to supervisor and was told it would take up to a week for them to get back to me but I doubt any sense will come of it. In the end I have had to reorder the replacement iteam online and return the faulty one by post, so now will definatly not have these for Monday morning which is when I needed them for. If I ordered these iteams online I would have got free delivery and returns without the inconvineance of traveling to a store, though visiting a store would help keep them open but this is why more and more people are shopping online due to the terriable customer service experience. Use to love jumpers, shirts and shoes from Topman but will not be shopping here ever again after this experience.