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That's a shocker. I'd definitely email to complain - that's totally out of order. Can't imagine Rapha would be happy. For what it's worth, I've found the staff at the Soho branch really helpful. (Had the opposite experience, as it goes - one of them suggested I try a size smaller when I was overcompensating for the beer gut.)
CCCC
Ste_S
I'm never one to complain about retail staff because everyone's just trying to do their job, but honestly the tall asian guy at the Spitalfields store was just plain fucking rude. I'm sorry I can't be an adonis like him but to laugh in my face when I told him my size and then tell me I'd never fit into that (while I'm stood there wearing it) was beyond pale. My girlfriend was quite annoyed as up until then we'd been enjoying a pleasurable shopping experience.
Learnt my lesson, rapha is beyond the realms of people like myself. Went and bought a pair of Dickies instead.