“Maximum 2 small bags per customer policy”.

I am bitterly disappointed in the service I’ve received from Penny at Lovisa Canal Walk. Myself and two friends visited the store Sunday 28 July 2019. I bought items for my 3 brides****s worth R650. Wanting to gift it to them, I asked Penny if she could give me a tiny bag for each of the girls. She said no. I explained to her it’s a gift, for the three of them, and they’re in my wedding, I’d like to gift it to them on the day, Penny, in an annoyed tone said, “company rules is max 2 bags per customer”. My friend then asked if we purchased each set individually, surely then we are able to get 3 bags, she was adamant and just said no, no other explanation, no empathy whatsoever. I even asked if I could pay for one bag, all she did was say no and walk away, highly irritated by the conversation. I went to her, asked her name and left the store with TWO small bags for THREE brides****s.

Now, I am also in retail serving customers, so this encounter was a frustrating one for me. Yes, we all have our off days but after giving Penny numerous opportunities to treat me better, she became more frustrated with every suggestion I made. Instead of finding a solution to the problem she acted as if I was not worth the effort, like I am inferior somehow, like my purchase doesn’t matter to her.

I would like to know what is this company policy of maximum 2 bags per customer? Why could this policy not be visible to me before I bought these gifts?

This was my first time at this branch and it was such a bad experience.