Deceitful tactics used to avoid customers getting refunds for faulty items. Tried to get a refund on a £90 jacket because the cheap plastic zipper broke just 5 months after purchase. I was initially told that I can only get a refund up to 28 days, despite me making it clear that i'm NOT returning it because I don't like it but, but because it is FAULTY. I read out the law to them about consumer rights, stating that i'm entitled to a refund within 6 months if the item is faulty. The snake oil salesman that was dealing with me went on the earpiece to the manager then came back to me asking if I had bought it online or in-store. I said I bought it online and collected it in-store. When I told him I bought it online he immediately said that I couldn't get a refund on it. I got him to clarify whether faulty items less than 6 months after purchased cannot be refunded if bought online. He again said yes. I wasn't sure at the time whether he was right or not, but I spoke with Consumer Rights Scotland and they told me that I was entitled to a refund before 6 months regardless of whether I bought it online or in-store. The next time I went in I spoke to the manager about this and her face gave away that she knew they were in the wrong. When I asked to know who the guy was that was dealing with me, they acted dumb and said they have loads of men that work here. I took a look around (all the workers I could see were female), I asked, how many men work here? She said, seemingly exasperated at this point, we have QUITE A FEW. I told her I would be able to identify him or describe him, and I described him, to which she said she "thinks she knows who I am talking about". Nonetheless they still tried to blag that it was a misunderstanding, to which I replied that either the manager is is incompetent and not fit to run the store or one of their workers is ignoring the managers advice and deceiving customers. They had no reply but hurriedly tried to fast-track the refund and get me out the door.