Burberry Group

We celebrated my son's 20th birthday in New York. We are from Beverly Hills . California. At his birthday party My son received among other gifts, a hat from Burberry . We celebrated his event in a restaurant in New York. The party was at 8:00 pm. The hat was purchased at 6:00 pm from a Burberry store in New York. After he opened his gift at 9 pm, he gave me the box and ask me to return the gift as the hat was not his style. I took all his gifts and after my return back home, I called the nearest store to my house and asked them about the return policy. After checking the item number on the gift receipt, they told me this item was not purchased on sale, and since full price was paid for it, they can make a full refund . I took the item to the store. Upon my arrival, Bianca approached me rather with a rude welcome asking me what do I need . I explained about the reason for my visit and my prior phone call, and gave her the bag. She asked if the item was bought on line or on sale? I replied and again explained the situation. She took the item and said they have to inspect it in the back. After 7 or 8 min, she returned saying the item was used! I asked them if they sell used item in the store. She said no. So I told her that the hat has the tag attached and that I myself had the item the whole time and the item was purchased two hours before the party. The item looks very new to me and that I dont see why she would make up that story. Again she insisted that the hat is not resalable and return cant be done. I know for a fact that every thing she said was wrong and that the brand knew hat with a tag has been at my possession the entire time and looks very much like a hat on the shelves. I told her that and then asked her for her name . she at first refused then when I insisted and asked for her card she went back to the back again to get a card.. Again took her another 10 min ! Then she returned with a generic store phone and address . I told her but this doesn't have your name. You are the manager and you dont have a card? So she said my name is Bianca . I asked her to write that down. At this time another female walked from the back and started very loudly telling me they are running out of cards. I Asked her what is her position, which she replied she is also a manager. I got her card too : Rosanna Kwan . They were acting very unprofessional screaming and rudely approaching me. Again I asked them why they are so nervous and that they are really acting bizarre: Unprofessional is an understatement.
In my past 22 years shopping on Rodeo Drive, I have never witnessed such unprofessional and out of place customer service. This is a very small minimum item, but these type of customer service does not match the rest of the shops on this iconic street. I understand Burberry is new in town, and that they had a recent comeback, but the customer service, and the work force is definitely not a match to next doors power players ! What a shame. It took me long time to write you this detailed review which if looked into might help Burberry to not go under once again.. The minute I walked into that store and Bianca rudely greeted me I knew I would never shop there. The experience is everything and the people presenting the products are crucial. You might get the casual shoppers once in a while, but the people who reside permanently in the neighborhood and shopping daily for all occasions in their lives need much more sophisticated helpful agents than those who are looking for a quick sales.