Poor Customer Service

Experience at Forever New Canal Walk Date: 09/08/2026 Time: 17:00 Order Number: *** Item: Return of top

Hi Forever New Customer Service Team,

I’d like to log a complaint about the service I received at your Canal Walk store on 09/08/2026 around 17:00 when I went in to return an item.

I was assisted by Ncebekazi Nkukwana, the cashier assistant. She spent about five minutes inspecting the top I was returning. During this time, she didn’t ask me why I was returning it or whether it was a sizing issue or anything like that.

Instead, she turned the top inside out and carefully checked it for a few minutes, seemingly looking for stains, makeup marks, or other issues. I understand that returned items need to be checked, but the way it was done made me feel quite uncomfortable and a bit judged as a customer.

A customer shouldn’t feel embarrassed or scrutinised when returning an item, especially when following the correct return process. Unfortunately, this experience left me with a very negative impression of the service at the Canal Walk store.

I was also disappointed that the supervisor who approved the return didn’t seem to have any concerns about how the situation was handled.

Because of this experience, I honestly feel I may reconsider shopping at Forever New in the future, as I don’t expect to be treated this way as a paying customer.

I would appreciate it if this could be looked into and addressed with the staff involved, as customer service and how customers are treated should really be a priority.

Kind regards, Linda