Legit bridgecity

I am writing to formally lodge a complaint about the service I received at your Legit Bridge City branch on 9 and 10 August 2025. I have been a loyal customer of Legit for many years, and I am extremely disappointed by the conduct of one of your staff members and how the situation was handled.

On 9 August 2025, I arrived at the Bridge City store at approximately 30 minutes before the official closing time to exchange clothing items. I had just finished work, I was exhausted, and I was in a rush to complete the exchange before the store closed. Upon entering, I encountered a young female staff member mopping the floor. While I fully appreciate the importance of keeping the store clean and ensuring safety, the manner in which this was handled was unacceptable.

Throughout my time in the store, the staff member repeatedly and loudly instructed customers not to step in certain areas because they were wet. While safety concerns are understandable, her tone came across as abrupt and more like yelling than polite communication. This took place in front of other shoppers, which made me feel embarrassed, uncomfortable, and as though I was being hurried out of the store rather than welcomed.

As a result of feeling rushed and unwelcome, my companions and I ended up quickly selecting clothing items that do not fit us and that we do not even like—simply to conclude the transaction and leave the uncomfortable environment.

On 10 August 2025, I returned to the store to express my concerns directly. I explained to the same staff member how her behaviour had negatively affected our shopping experience and informed her that I would be reporting the matter to head office. She responded dismissively, saying I could “go ahead” and report it. This lack of accountability and professionalism was deeply concerning.

During this conversation, she also claimed that when we arrived on the previous day, the store was already closed. I questioned how this could be true when the store doors were wide open, customers were still entering, and the tills were operating. She could not provide a reasonable explanation for this.

From a customer service and operations standpoint, I believe that:

Cleaning and mopping should be done before store opening or after store closure, unless absolutely unavoidable.

Staff should be trained to communicate safety instructions politely and respectfully so as not to embarrass or rush customers.

Staff should never dismiss customer complaints or make them feel as though their concerns are unimportant.

This experience has left me feeling extremely disappointed, especially as I have always enjoyed shopping at Legit in the past. I believe this situation reflects poorly on the brand, and I hope that management will take the necessary steps to address the matter—both with the staff member concerned and in reinforcing customer service standards across all branches.

I respectfully request that you investigate this incident, provide feedback on the action taken, and advise how Legit will ensure such behaviour does not occur again