Utterly shameful company - 1 hour of my time spent at the store in Brent cross today trying to make a simple exchange of an item. I knew before this is it at this company was unlike almost any other in the UK and open the operated a 'weve got it, we keep it' policy with reference to any money that the customer is spending. This means that it is one of the only companies in the UK that will under almost no circumstances give you your money back and do very little other than offer a small sign at the till saying we only take exchanges. I was told in the store that the manager had to authorise the exchange and as soon as I bought my alternative items I had to wait 10 minutes at the till 1 nobody even interested in serving. Finally we got to the exchange and when I provided feedback about how appalling it is that it's taken me 40 minutes to do the exchange the staff look totally unaffected and unsurprised and disinterested. The overwhelming impression was that this happen every day and customers in doing an exchange must be at the bottom of the list. Serving customers in general seem to be a very low priority. All customers in the store were making serious complaint about wasting time and no staff in the store were even interested in replying to any questions post to them about the unacceptable service. I have come across outrageous media articles about this organisation and how it is run, and it seems to be fully proven in store. I've wasted almost an hour of my time without compensation doing a single exchange of an item, I should have taken 10-minutes. I will avoid this company at all costs in the future and would recommend the same to anybody else do expects even the smallest amount of professional integrity, basic corporate values, service, courtesy and consideration. It is clearly a company focused only on protecting whatever it has acquired from customers at all costs and making it as difficult as possible for customers to have any form of return or exchange.