Shopper left furious after £285 bag damaged in Doncaster B&M

A shopper was left furious after she claimed her £285 designer handbag was ruined when staff refused to help her get an item from the top shelf.

Wednesday, 10th February 2016, 10:55 am
Updated Wednesday, 10th February 2016, 12:28 pm
Toni Lang is furious that her £285 handbag got damaged by falling glue in the B&M Store on Ogden Road, Doncaster

Toni Lang’s prized new Michael Kors bag was left covered in glue after the incident in the B&M store in Wheatley.

Miss Lang, who got the bag as a Christmas present, said she was reaching for some carpet tiles on the top shelf, after a staff member refused to help her, when she knocked some glue tins on the floor, covering her handbag and shoes.

Miss Lang said she was left furious when a customer service assistant said she doubted her version of events, after initially agreeing to stump up cash to replace her bag.

Speaking about the incident on January 13, Miss Lang said: “When I reported the incident a member of staff apologised and said they would be happy to refund the price of the bag provided I had a receipt.

“When I told him it was £285 he said he would have to pass it on to customer services.

“I bet it would have been a different story if I’d been injured.”

Miss Lang said she was advised staff were reviewing CCTV footage and would get in touch but after a month passed she still had no news.

She said: “I spoke to a lady who very rudely told me that she didn’t believe that one of their staff would refuse to help and that because the damage was my own fault they took no responsibility.

“This woman wasn’t even there yet she was basically calling me a liar.

“I was gutted. The handbag was so expensive and it’s not as if I had a spare £285 lying around.

“It was something I’d wanted for ages and my partner and kids all saved up to treat me for Christmas.”

The mum-of-two said she has no intention of shopping in the Wheatley branch of the store in Ogden Road after the incident.

Since Miss Lang contacted The Star, a spokesman for B&M has said they will give Miss Lang the money for the bag as a ‘gesture of goodwill’.

The B&M spokesman added: “We take our responsibility for good customer service very seriously at all times. The incident in the store on January 13 was immediately escalated to head office to investigate.

“The investigation found the CCTV footage to be inconclusive. As a gesture of goodwill we have offered to refund Ms Lang the money for the handbag that was allegedly damaged in store – provided she has proof of purchase.”