McQueen - London

Parvoleta S.

I received a pair of Alexander McQueen shoes as a gift, and when one of the rivets came off, I simply wanted to buy a replacement. However, the customer service I encountered was beyond absurd.

They refused to help me because I didn’t have proof of purchase, even though I was perfectly willing to pay for the rivet. Apparently, they need proof of purchase to "protect the rights of the original buyer" and "trace the purchase." How does wanting to buy a spare part damage anyone's rights? I’m not asking for a refund or a replacement – just a tiny rivet.

To top it off, Emmanuel, the representative, went as far as making parts of his email bold, implying I didn’t understand what he was saying. Talk about treating customers like idiots! If I were his manager, I’d be seriously questioning his problem-solving skills.

This is not about “luxury” service; this is an out-of-touch attitude that lacks basic customer care.

It’s just a rivet! If your whole process is so inflexible that it can’t handle such a simple issue, there’s a serious problem with your customer service.

Guys, IT WAS A GIFT! Life happens, and sometimes you don’t have the receipt. Get off your high horse and deal with real-world situations.

This is a joke. A tiny rivet for a pair of shoes that cost hundreds, and I can’t even get it fixed. I am honestly speechless how low this is.

Long-time customer turned to a never-again buyer.

Iain M.

When we were in the other day I was blown away by the customer service experience provided by Marianna. Really warm, welcoming and attentive and we left with exactly what we wanted which isn't what we went in for!
She took the time to speak to us and learn what we liked and didn't like and then showed us some options which weren't on display.

The follow up is brilliant as well. Thank you

TinMan O. A.

Even if you don't buy anything, you must go up to the 3rd floor to check out the exhibition. Seeing his garments up close and the recreated studio was an overwhelming breathtakingly experience. If you have any appreciation for fashion then a visit here is compulsory.

O A.

A very friendly lady, one of the staff who I did catch her name, advised us to check the exhibition at the third floor; it was a pleasant. Thanks to her and thanks to the young man at the door who invited us in.

Katerina O.

With my all love for a brand , I had the worst customer service ever. After wearing the new dress twice, it came apart on the seam and looked ripped. I went to the boutique on Bond Street London, and shared with management my problem. They accused me that I was not wearing it properly and overall it can happen. I agree, it can happen but shouldn’t brand representative try to apologies and exchange faulty item? I think so.
Not in my case in this store. Due to the fact that I was wearing it already management told me that it's only my problem and they can propose to do for me only alteration in store. Since I needed the dress later this month I agreed. However, the alteration has been done poorly and the threads which are going out are still visible. Furthermore, they did corset parts not proportional. I asked manager to make a note, that there is a problem and I might have to come again. He said 'it's not our responsibility' and started conflict with me. This time accusing me that I don't talk nicely to him. Everything was happening in front of his team and customers.
Such a shame, that in this store people will be nice to you only when they need to make a profit and sell you the item. After this, you’ll never be treated the same. Do I want to come back? Probably not. There are so many different stores on the Bond street where I’m sure customers are treated with respect.

Katie H.

Beautiful store with an exhibition on 3rd floor showcasing the process and stand-out garments.

Mangusu

Visited as a fashion admirer, you can respectfully get right up to these originals plus theres a few catalogues at one part of the showroom that described more behind the scene details about these garments.

Penelope W.

Alexander McQueen is my favorite store in London. The Sales Associates are solicitous and helpful, even if I am only looking. I have never had a bad experience in this store.