New Look

Situated within the extensive Fosse Shopping Park, the New Look branch in Leicester presents itself as a key destination for shoppers seeking trend-led items at an accessible price point. As a large-format store that replaced the former Outfit unit, it carries a significant range of products, aiming to cater to a broad audience with collections for women, men, and girls. However, customer feedback reveals a sharply divided experience, where the strengths of the product offering are often undermined by significant operational and service-level weaknesses.

Product Range and In-Store Environment

One of the most frequently cited advantages of this particular New Look Leicester store is its sheer size and the breadth of its stock. The shop floor is generally considered to be well-organised and clearly laid out, making it straightforward for customers to navigate the different sections. For those in search of affordable fashion, the store delivers, with a price level that keeps it competitive within the high street fashion market. Regular sales and promotional offers are a major draw, providing ample opportunity for bargain hunting.

Inclusivity is a key part of the brand's appeal, and this store makes an effort to reflect that. It stocks dedicated sections for plus size clothing (Curves), as well as maternity wear, which is a considerable benefit for shoppers often underserved by other retailers. The general selection encompasses everything from casual daywear and shoes to more formal attire and accessories, positioning it as a convenient one-stop-shop for updating a wardrobe.

Shortcomings in Selection and Sizing

Despite the large footprint, the store does not meet everyone's needs. A notable point of frustration for some shoppers is the absence of a dedicated Petite range. For customers below a certain height, this omission is a significant drawback and a surprising one for a store of this scale, forcing them to look elsewhere or compromise on fit. This suggests that while the store excels in some areas of inclusive sizing, it falls short in others, creating a mixed experience depending on the customer's specific requirements.

The Customer Service Conundrum

The most significant area of concern, and one that repeatedly emerges in customer feedback, is the quality of its service. The customer service experience at the Fosse Park location appears to be highly inconsistent. While some shoppers have reported positive interactions with staff described as "nice and helpful," a larger volume of reviews detail profoundly negative encounters.

Communication and Accessibility Issues

A recurring and critical complaint is the complete failure of the store's telephone communication channel. Multiple customers have stated that the store's phone is never answered. This creates immense frustration for individuals trying to make simple enquiries about stock, opening hours, or lost property, forcing them to make a potentially wasted journey. This lack of basic communication is a major operational failure that alienates customers and projects an image of indifference from both store management and the wider company, with some feeling that head office is aware but uncaring.

Checkout and Policy Frustrations

The problems extend to the in-store processes, particularly at the checkout. One specific issue highlighted is the handling of vouchers, where only a single till was equipped to process them. This created a bottleneck, leading to long queues and a frustrating wait for customers. The situation was reportedly made worse when a staff member struggled with the process and received no assistance from colleagues, pointing towards inadequate training and poor internal support systems.

Furthermore, the store's returns policy has been a source of conflict. One customer reported being unable to return an item that was the wrong size despite having proof of purchase on a bank card statement, simply because the physical receipt was lost. Staff were described as "rude" during this interaction. While the official New Look returns policy does state a receipt is required, this rigid application without flexibility for clear proof of purchase can feel unfair and results in a poor final impression of the brand.

Final Verdict

The New Look at Fosse Park is a tale of two halves. On one hand, it is a spacious, well-stocked clothing store review that offers a fantastic variety of women's fashion, men's clothing, and inclusive ranges at budget-friendly prices. The presence of good sales and a generally pleasant layout makes it an attractive proposition for fashion shoppers.

On the other hand, this is severely let down by systemic issues in its customer service infrastructure. The inability to contact the store by phone is a fundamental flaw. This, combined with inefficient checkout procedures, a strict returns policy, and reports of unhelpful or rude staff, paints a picture of a fashion retail environment that can be frustrating and unwelcoming. Potential customers should be prepared for a trade-off: the product and price may be right, but the service experience is unpredictable and may fall well short of expectations.