Me and my mom had a horrifying experience at homesense. We went in on the 14th Oct to the Dudley branch and bought a few things along with a pan, and the shop itself was amazing, everything went well. We came home and used the pan which was grey with a dark wooden handle, but the bottom of the pan wasn’t balancing and it sort of flared up with the heat, so at first we were a bit reluctant to take it back, but thought we will give it a try because it shouldn’t have happened. So we went in yesterday, my mom went to the till, and manager Izzie was there, and mom explained the situation, her response was that the pan was not from this store! and that they only sell Black pans. At this point mom was a little shocked and confused so she said please check your CCTV as it was bought from here and she had the receipt, Izzie went upstairs for 2 minutes and returns and said you bought a black pan not grey, it’s not from our store, she was so so so rude with a smirk on her face the whole time and mom- shocked came back to me and said, they are saying we haven’t purchased it from here, so I said to mom don’t worry we will check if they have anymore of the same ones and we can show them, and luckily they had exactly the same pans on the store shelf, so we went back to the till and said look this is exactly the same pan and your saying you don’t sell them, and Izzie returned again and I pleaded for her to check the CCTV to see that we weren’t lying!! And this time she took a picture of the receipt to check the date and time of when we came in (showing that when she went upstairs the first time she didn’t even check the CCTV!) and we waited a few minutes and she came back down and told us that this is not bought from our store you purchased a black one ( I think she was maybe trying to stick to her point and didn’t want to sound like she was wrong, and she had the biggest smirk on her face. I felt so helpless, we were asking if we could have a screenshot of the pan from the CCTV because we weren’t lying and she said it’s the policy so No! We were so helpless and felt so insulted, all we did was take back a pan we bought that wasn’t quite balancing and just wanted to check if they could do anything about it, we weren’t rude at all, in fact I believe if it was someone else they wouldn’t have moved from there, but we were feeling so insulted we just quickly got out of there. This is the first ever time something like this has happened and I hope, she is spoken to so that no other customer is faced with such customer service. I phoned in today as well and let them Know that I didn’t even want a exchange or refund anymore , but it’s about right and wrong. She made us feel so little and I can’t believe that was no value of the truth, and she should have actually taken another person to check the cameras as well but because we just wanted to get out there we didn’t say anything. I would still want someone to check just so they know that me and my mom were not lying ! I want someone to check the cameras for mine and my moms peace of mind, I just can’t believe it, I have never been so stressed over a shopping experience and how downgraded it made us feel.