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I’ve been going into them for years to buy my luggage. One of my cases broke after using for the first time . The wheel came off whilst pulling along the pavement therefore I had a three wheel case for the rest of my holiday. I went to the shop with my warranty and receipt was told that I should remove the wheels before putting it on the case which they proceeded to show me and told me I should’ve been told that before I bought the suitcase, which was not the case! I tried to tell them I would never bought a case. I had to remove the wheels before I put it on the plane think that’s ridiculous and I should’ve been told which they agreed they had a lot of spare ones and proceeded to put a new well on for me in front of my eyes , I asked if I could change the case upgrade it and get a better quality case as I do not wish to remove my world before I put it on a plane the sales assistant was delightful and wanted to do everything she could to help and Hena the Asian lady who kept interfering and actually caused an argument between them, said that I could not change my case and upgrade it and that was their policy. She was so rude. Ino customer engagement. No customer satisfaction just didn’t care and started shouting at me so I decided she was a jobs worth and it wasn’t worth it and I walked out with my broken case, really not impressed. Will never be returned to the shop terrible customer experience. It’s all about the service and it’s such a shame this one lady ruined it for the shop.