Caroline Randell Lingerie Boutique

Apr 3rd, 2023

Really poor experience from this store. My husband spent 140 on lingerie for Christmas which unfortunately was not suitable for me. Due to a very busy schedule I only recently managed to get to the shop to enquire about an exchange. The lingerie was still in its gift box and bag, all labels and a receipt. I had no expectations at all of a cash refund after so long but they said there was no possibility of an exchange or gift certificate. The lady suggested I should just sell it myself which was pretty triggering to be honest. More generally her manner really upset me and she took the time at one point to open the box to see what was inside before repeating that she couldnt take it back. I wont ever recommend or buy from this store again. Im now stuck with this underwear and its hugely frustrating. Totally accept I had no legal right to any assistance but I would have expected a better discretionary policy from a shop like this and at the very least not to have walked out in tears after the way I was spoken to. What a waste and really poor customer care. Edit: I have now seen the stores response to my review and it just reinforces their attitude to customers. Honestly I do not recognise the idea that I barged in. I entered, stood patiently and the lady behind the desk asked me if she could help. I started by saying I was embarrassed at how long it had taken me to get to the store. Which was true. The assistant showed zero empathy to my predicament but instead was incredulous. The other customer referred to was being cared for by another assistant and looking at earrings. Their presence added to the sense of humiliation I felt at the whole experience. For what its worth my husband was outside and he had suggested beforehand that I leave the underwear if I could get a return as its entirely useless to us. I initially tried to do this but the assistant refused saying it was disrespectful to my husband for me to do that. This is in fact what upset me so much. Please understand that the way you judge and speak to people matters in your line of business. I use other retailers - they all do so much better in my experience - indeed this is the first time Ive ever left a bad review. Take from that what you will.
Mar 26th, 2023

Lovely boutique with luxury lingerie and pleasant service
Jan 3rd, 2023

Terrible customer service. I purchased a very expensive swimsuit which arrived the day before I was supposed to leave on holiday, sadly it didnt fit at all. Their sizing are awful. their was no return form or address included in the package so I had to email them to ask where to return it to. I left in the morning to travel overseas and had no access to internet whatsoever. I came back to weeks later , got the email they had sent me with an address and posted back straight away. Now they refusing to refund me because I was pass their 2 weeks extremely strict policy by a couple of days. Refusing to use a friendly discretion to a faithful client is shocking to me. One thing for sure this behaviour lost my custom.
Nov 19th, 2022

I visited the Wonderful shop of Caroline Randell last week to hand in some bras & buy new ones. Once more, the attention to clients is efficient, kindly & for me, by knowledgable assistants. I have been a client at the boutique for a fair number of years & I've always had service which is exactly that! Well done! I do recommend the boutique to friends too as its such a good experience. I had the pleasure of meeting the owner last time I visited the boutique; she is the epitome of being helpful, knowledgeable & interested in her clients. A joy to to visit her business. Joan g
Oct 11th, 2022