Insensitive and unhelpful

A close friend of mine (who suffers from autism and Asperger’s syndrome, and this is visibly obvious) bought me a bottle of Bvlgari Perfume as a gift two days ago. Upon opening the packaging it was very clear that there was problem with the bottle as the packaging had visible signs of leakage over a prolonged period of time and the bottle was half empty. As I work in neighbourhood square I suggested to her that we attempt to change it there even though she didn’t have the receipt on her. They were extremely abrupt and made it immediately and abundantly clear that they had no interest in assisting. As this branch is in the same centre as my place of work I thought it best not to throw a scene.

Later in the day my friend phoned me saying that she couldn’t find the receipt (having a condition like autism greatly affects a persons understanding so this is not something she would naturally do, keep all her receipts). As I work in service industry and have a basic understanding of how point of sale systems work I told her not to worry and to go to the store and explain the situation to the store manager and he would surely help her.

As a decent human being I thought that seeing a person who is visibly disabled and in need of assistance that a pharmacy (of all places) would go the extra mile to assist and even process a reprint of the transaction as it was only one day prior and she knew the time she purchased the product.

This was not the case.

I have just spent an hour and a half trying to calm her down as she described the treatment from the staff and store manager as utterly dismissive, disgusting and she feels so embarrassed.

As a brand who has recently had a huge amount of media and public backlash regarding your internal policies that are sprinkled with blatant ****** that the brand would make a concerted effort to change the public perception. Or is your ************** now extended to mentally disabled people!?!?!?!?

It should have been a simple check of transactions from the previous day to issue a reprint to execute a replacement. SHE DIDNT EVEN WANT A REFUND!!!!!!

I am utterly fuming at the state that my friend has been left in and even more so at your companies pathetic approach to customer service. I expect feedback ASAP as I know complaints directly to your head office usually go unanswered and unresolved.