Laughed at inside H&M Sandton after cellphone was ******

Good day

A incident occurred in the H&M sandton store on Saturday the 23rd of November, where a lady whom was a paying customer at the time whom while was shopping for some garments (which she still purchased) had her phone ****** off her person.

While we understand that Theft isn’t the issue of the brand, where I have an issue is where she was laughed at by staff members, when asked to check the cameras she was made to wait one hour by the store Manager Gorgeous. Who also refused to allow the lady to use a landline or assist in any way. I had received a call from Gorgeous (being a family member of the victim) to inform me of the situation, and was told when I asked to speak to the victim, that it was a store line and that it was not allowed. Naturally the victim was a little upset that her phone had been ****** and being asked by security to please leave the store, all while being smirked at and dismissed.

I then returned to the store this morning to meet with Gorgeous to get the email address of her superior. I arrived at the store at 9:45 and was told she was on her lunch break. I then returned again at 11:10 to be told she was still on her break.

She later strolled in, and when I asked for her to send me the contact details I required, I was looked up and down, she then proceeded to raise her voice in store saying she’s not doing this and stormed off in a store full of patrons.

This level of service, having a paying customer laughed at and ask to leave the store after an incident is pretty close to a violation of the Consumer Protection Act.

I would like a full debrief on how this matter will be addressed internally as I have emailed the only contact details the staff are willing to give out (***) and I would strongly advise that Gorgeous be held accountable for her unprofessional manner, as personally, a manager does require some decorum and social graces, all which Gorgeous lacks.

The issue isn’t that the phone was ******, the phone has already been replaced this morning, the issue is with your entitled staff and your disrespectful “store manager” whom all seemed to have forgotten that they work in a service driven industry, and somehow think that raising their voices and saying “NO!” To a paying customer is a violation of the consumer protection act and general brand consciousness.

I expect a swift response on this matter!