Bad Customer Service Experience

I had a very bad experience at this store as a customer who has been buying from Timberland for w couple of years now. I used to love their shoes but the recent experience at Eastgate changed everything. I had a complaint with a shoe that I bought on the 8th of May 2026 and I brought it back on the 14th May 2026 due to it not being of the quality that I am used to from Timberland.

I was not happy with the response and I went back to the store to meet up with Olivia who is said to be the operations manager. She was so rude & dismissive to a point that she led a floor stuff member to be rude in return.

I was so disappointed with both their behaviour and I attempted to take a video of them being rude & the stuff member who was with Olivia started being violent and physical. I then retaliated in self defence and asked Olivia if this is the behaviour and customer service she encourages her stuff to hive customers then she said it’s none of my business then she called security for me.

The security came and luckily he was fair and listened to what each party had to say. Olivia insisted that I was the one being chaotic since I refused to accept the 20% off next purchase discount that she was offering me. I then asked her to show the CCTV footage to security since she’s claiming I was chaotic and she said the CCTV was not working and she couldn’t show it to us. I then asked her to draft an email to the head office detailing the incident which she said she did but couldn’t Cc me on an internal email.

I then left the store and proceeded to lay a complaint with Eastgate Shopping Center & Consumer Goods & Services Ombuds.

I am also planning to open a case of assault for the stuff that raised her hand on me.