HUMAN RIGHTS VIOLATION

I am writing to express my deep disappointment and concern regarding the treatment I received at your Botshabelo store on Friday, June 28, 2024, and the subsequent lack of follow-up on my complaint.

On Thursday, June 27, 2024, I purchased a vest from your Botshabelo store. Upon returning home, I discovered that the packaging indicated an XS size, despite the tag on the vest indicating size L. The packaging was intact, and the vest was neither worn nor removed from the package.

When I returned to the store the next day to exchange the vest, I was informed that underwear could not be exchanged. I explained that a vest is not underwear and pointed out that bras, which are also intimate garments, can be exchanged. Despite my reasoning, the store manager Agnes, refused to assist me unless I found the missing hook from the package.

During our interaction, Agnes was extremely rude and loud, humiliating me in front of other customers and my six-year-old son. Despite my repeated requests for her to lower her voice, she continued to shout and even told me I could call head office, displaying a shocking level of confidence in her mistreatment of a customer.

This incident left my son distressed, feeling responsible for the missing hook. He cried and apologized, believing it was his fault, which deeply saddened and angered me.

I called your contact center on Saturday, June 29, 2024, and spoke to a gentleman who acknowledged that a vest is not considered underwear. He promised to escalate the issue to the area manager and assured me that I would receive a call on Monday, July 1, 2024. However, it is now Wednesday, July 3, 2024, and I have not received any follow-up.

I am seeking the following resolution: 1. A formal apology from Agnes for her unprofessional behavior. 2. Reassurance to my son that he is not to blame for this incident. 3. A clear explanation of your exchange policy regarding vests and similar items.

This experience has left me questioning Dunns' commitment to customer service. I hope for a prompt and satisfactory resolution to prevent further damage to your store’s reputation and to ensure that no other customer has to endure such treatment.