River Island - don't shop there!

I am outraged by the customer service - or lack of it - at fashion shop River Island in Norwich. My teenage daughter has just had her ears pierced and I gave her some money to get her first fashion earrings for a party. She came back with some earrings from River Island. But unfortunately - and bear in mind you are not allowed to try on pierced earrings before you buy - when she put them on they were so heavy they were unwearable. They dragged the ear lobe so far down that the hole tugged and gaped and you just couldn't wear them. I've had my ears pierced for years but I couldn't wear them either. At £12.99 I considered that they weren't 'fit for purpose' and went back to the shop. 'These earrings are so heavy they are unwearable. You can't try them on before you buy to discover this. They are unfit for purpose and I would like my money back please,' I say with a smile and what I considered to be a pleasant manner. 'We don't refund pierced earrings', says a surly assistant. I repeat that I don't want to change them because I don't like them, but because they are not fit for purpose. She repeats that they don't refund pierced earrings. I ask to see the manager and she has the same surly, rude attitude. There is nothing doing. They are not listening. They are rude. They don't get they we like the earrings, but can't wear them because they are so heavy they are unwearable. 'Nobody else has complained.'I am feeling humiliated and hot. There is nothing doing. I walk out with no joy. What terrible customer service. It was their rudeness that annoyed. Even if they hadn't been able to change the product, or the law isn't on my side (I'm not sure where I stand on this) they could have been more pleasant. I spend hundreds of pounds in River Island. It's where I buy many of my daughters' clothes and would have bought many of their Xmas presents. I instantly vowed to never ever spend a single penny in their ever again. So for the sake of refunding £12.99 and having a happy customer. They have a very unhappy customer who will never shop their again and has been repeating negative comments about them to anybody who will listen. 'Never shop there' I have told my daughters, and friends, and relatives...terrible customer experience. I decided not to bother writing to the management because if the shop ethos is this rude it probably comes from the top of the company. It wouldn't surprise me if they end up in financial trouble - and I wouldn't care either. River Island  - just say 'no'...