Dear Hollister, I’d like to express my extreme disappointment at how I have been treated by your store manager in Brighton shop. On Sunday 07/11/2021 I have visited your Brighton shop where I found a sweatshirt that I wanted to buy. While I was browsing the shop floor I was advised by your staff member that if I sign up to a club that day I will receive £10 off my £40 purchase. Since the item I wanted was £49 that seemed like a good deal. So I took the sweatshirt to the till where I was served by Zoe the assistant store manager. At that point, I was asked by Zoe if I want to sign up to the club to get £10 off. I said yes, put my email address in and Zoe scanned the item and asked me to pay. At that time I didn’t realise that the £10 was not deducted from the bill. So I asked about it. The answer I received from Zoe the assistant store manager made me question Hollister’s ethics and integrity. Zoe stated that I only get £10 off of my next shopping. At no point that was explained me! The shop floor assistant said I’ll get it today if I sign up. But Zoe stated that to get it today I’ll have to go back to the shop floor assistant and signed up with her, then come back to the till and she will be able to give me that £10 off!!!!!!!! I could not believe my ears. That came from the assistant store manager!!!! So to recap: I only get the discount on the day if I walk back to the shop floor and sign up with someone else at the shop floor but not Zoe?! Makes no sense to me as both of them are employed by and work for Hollister. Both have access to the same system. The promo sticker at the till did not specify when you have to sign up or when the discount will be available. Feels to me as if I was being scammed by the very employee who supposedly is there to enforce Hollister rules? So Zoe either did that on purpose to maximise her daily revenue or this is what Hollister trains their staff to do which is worrying. In any case, I was so shocked and felt utterly scammed that I asked for a refund which Zoe processed. She did not offer to honor the promotion she did not apologise, she just said that I’d have to sign up with her colleague to get £10 off today. Once I left the store I called Hollister to inform them about what just happened to me and the advisor I spoke to assured me that Hollister will contact the regional manager to pass the concerns raised. She also promised that someone will be in touch via email to let me know what happens next and offer me some sort of compensation for this horrific experience I had at the Brighton store. Needless to say, I have not received any communication from Hollister, hence this email. So it seems that customer service is not something that is provided by Hollister. I strongly feel that your advert should be reviewed by Advertising Standards Authority as your staff are not honoring what is advertised. I’m extremely disappointed in this entire experience. Something I should share and social media and review sites. I attached a picture of the advert from your Brighton shop. Details from the receipt: - Store 31027 Churchill Square 67 Russell Pl Units 82-82-84 Brighton ESX BN1 2RG - Reg 003 - Trans 7312 - Date/Time 2021-11-07 11:27 - Cashier 02361139 - Item 649720432 Sweatshirts £49.00 Barcode of the receipt 703129031021303022111487 Regards, Mr Christopher Armstrong.