My wife and I visited the Cribbs Causeway store in Bristol on 21st July 2024, hoping to purchase a pair of trainers or summer shoes for my wife. Having been loyal customers for over two years, we expected the high standard of customer service that we have become accustomed to. Unfortunately, this visit left us feeling deeply disappointed and disheartened. Upon entering the store, we noticed it was moderately busy, but nothing out of the ordinary. As we began browsing, a staff member approached us to offer assistance. We politely informed them that we needed more time to browse. However, from that moment on, we felt uncomfortably scrutinised by the staff, who seemed to circle around us as if suspecting us of wrongdoing. Initially, we dismissed this behaviour as the staff performing their duties, but it quickly became disconcerting. After selecting a couple of pairs of shoes, we requested the required sizes from a staff member. This employee went to the back of the store, while another staff member took their place, continuing the unnecessary scrutiny. Once we decided on a pair of shoes, the staff insisted on taking them behind the cashier's desk, which we found quite unusual. My wife has wider feet, which is one of the reasons we frequent this store due to its range of comfortable and suitable shoes. When she inquired if a wider fit was available, the staff member replied with a sarcastic tone, stating, "I'm not sure what to say." This response left my wife feeling embarrassed and upset, as she is already self-conscious about having wider feet. At the cashier, my wife asked if the chosen pair of shoes was available in other colours. The cashier responded with a smile that appeared sarcastic, saying, "Let me check." This further compounded our feeling of being unwelcome, and we left the store feeling dissatisfied and upset. Due to this unpleasant experience, my wife now feels uncomfortable and reluctant to wear the shoes we purchased. We attempted to contact customer service for an alternative method of returning the shoes, as returning to the same store feels distressing. Unfortunately, the response we received was dismissive and sarcastic, stating, "Unfortunately, there's no way to return your shoes to a store without actually going there." This unprofessional reply mirrored the insensitivity we encountered in the store. Such behaviour suggests a troubling pattern that raises serious concerns about the store's customer service culture and attitudes towards customers. It is disappointing to witness this from a brand we once held in high regard. This experience has certainly made us reconsider our future patronage. I hope that this review serves as constructive feedback and that the store takes necessary steps to improve its customer service and address these issues appropriately.