I have just received the most OUTRAGEOUSLY TERRIBLE customer service from Monsoon Accessorize that I’ve ever received from any company. I purchased a bag and some other items from Accessorize in London Waterloo station. I was in a rush as I was catching a train so bought the items quickly. Once I was on the train I took the bag out and realised it had pink ink pen marks on it and appears to have been used on the inside. Obviously I assumed this would be a clear case of bringing the damaged bag into a store for an exchange, so two days later I took the bag in to my nearest Accessorize store to show them the faulty item and request an exchange. I didn’t want a refund - simply to have the bag in an undamaged condition that is fit for purpose. The store had the same bag in stock so I took it to the manager and showed her my receipt and explained the issue. To my shock she told me that she couldn’t exchange the bag because in her words “she couldn’t re-sell the item”. Clearly this makes no sense as of course a store would never re-sell a faulty item. I discussed this with her at some length but she refused to offer an exchange. I then called the customer services number - while still standing in the store. This customer services representative started by telling me that indeed the store should offer an exchange for a faulty item, but told me that the Monsoon Accessorize customer services team "only deals with online orders” (which I find very surprising) and that any issue is up to the store manager’s individual discretion (which I also find difficult to believe - surely Monsoon have policies relating to customer service). The response of these two individuals is in direct contravention of the UK law, the Consumer Rights Act 2015 and the policy advertised on Monsoon’s own website. I am absolutely appalled at the service I have received from Monsoon which I always thought was a decent brand and company. To add insult to injury I've just tried to email them and their customer service email doesn't even work!