Unprofessional service from Huawei East Gate

I purchased a Huawei watch for my daughter from your Eastgate branch. Later and on the same day, my wife reminded me that we are entitled to a 30% discount on the watch through our Vitality Points. We returned to the store to request a refund so we could repurchase the same watch at Sportsman’s Warehouse, taking advantage of the discount. This solution would still ensure Huawei retains the sale while allowing us to benefit from the discount.

To our dismay, we were met with unwarranted hostility and unprofessionalism: 1. Refusal to Process the Refund Reasonably: • The staff insisted on charging a 20% handling fee for a product that was in its original condition and packaging. • They also claimed they needed to open the sealed packaging to inspect the item, which seemed unnecessary and made no sense. 2. Unprofessional Behavior of the Manager: • When we asked to speak with the manager, he displayed a dismissive and disrespectful attitude. • He slouched while addressing my wife, pointed his finger in her face, and spoke to her in a condescending manner. • When I asked him to maintain professionalism, he responded aggressively, saying, “I can still hear and talk when I slouch.” • His tone and demeanor were highly inappropriate and escalated the situation unnecessarily. 3. Failure to Escalate to Head Office: • Despite my request to escalate the issue, the manager refused to contact the head office. • When I called the head office myself, the staff ignored the call and the manager walked away to the back office. He also refused to provide his name when asked. 4. Escalated Aggression: • Upon his return, the manager became even more aggressive and unprofessional, resulting in my wife having to physically intervene to de-escalate the situation. • Other staff and my wife had to step in to calm the manager’s increasingly aggressive behavior. 5. Return Polcy Your staff is not fami**** or don’t understand your own return policy which is clearly printed on the receipt. “The handling fee only applies when the item is no longer in its original packaging and have been powered up”

Eventually, after involving the head office, the refund was processed. However, the entire ordeal was deeply upsetting and left us feeling disrespected and undervalued as customers.