EDGARSTYGERVALLEY MALL COSMETICSS SECTION

EDGARS TYGERVALLEY - COSMETICS SECTION.

Good day,

I visited your cosmetics section today and had a highly unpleasant and concerning experience.

To provide context, I was in your store at approximately 10:41 with my sister. My sister comes from a disadvantaged background, and unfortunately, we are accustomed to people treating her differently based on her appearance. What occurred in your store today strongly reflected that same kind of treatment, which is completely unacceptable.

At the time, I was browsing while recording a voice note for one of my business clients. As a result, the entire interaction with your employee, Christal, was captured clearly on that recording. I also played this voice note for your manager on duty, Nosiswe, when I reported the incident.

Christal approached me and asked if I needed assistance while I was clearly in the middle of speaking. As I was engaged in a conversation, I responded calmly and respectfully, stating: *“I don’t need assistance, I am just browsing.”* Despite this, I was wrongly accused of being aggressive.

I would also like to highlight a basic expectation of customer service etiquette — when a client is visibly on the phone or engaged in a conversation, it is respectful to allow them to finish before interrupting. This was not observed, and instead, I was approached and then unfairly labelled as aggressive while I was mid-conversation.

This accusation is entirely unfounded, and the recording I have in my possession confirms both my tone and the manner in which I responded.

I must also point out that Christal’s approach and tone towards me were unnecessarily confrontational from the outset. Even after I raised the issue with management, she continued to display a negative attitude when we crossed paths again as I exited the store, in front of my sister and my nieces.

I am a 36-year-old business owner with 9 years of experience in a large clothing retailer, including management. I fully understand what acceptable customer service standards look like, and what I experienced today falls far below that standard.

Furthermore, I strongly believe that we were profiled based on my sister’s appearance. This kind of behaviour is discriminatory and has no place in any professional retail environment.

I expect this matter to be treated with the seriousness it deserves. I have clear audio evidence of the incident and will not hesitate to escalate this matter further should it not be addressed appropriately and promptly.

I have already reported the incident to Nosiswe and left my contact details. I now expect to be contacted with a formal apology and an explanation of how this will be addressed internally.

Is this the standard of service your cosmetics department now upholds?

I look forward to your urgent response.

Kind regards, Stacey ***