Bitter Consultant Intentionally Gave Me a Used, Damaged Bra, Pavilion Store

I am writing to formally lodge a serious complaint regarding my recent experiences at your Pavilion store. This matter involves the sale of a used intimate garment, followed by an attempted exchange that resulted in me being given a damaged and laddered bra, alongside unacceptable customer service conduct that falls far below the standards expected.

On my initial visit, I purchased two bras at a significant cost, trusting Bras N Things’ reputation for quality, hygiene, and professionalism. Upon returning home, I discovered that one of the bras was clearly a returned and previously used item. Given the nature of intimate apparel, this is deeply distressing and raises serious concerns around hygiene, quality control, and store procedures.

Although upset, I returned to the store because of the previously excellent service I had received from another consultant, Nonsumiso, who had been professional and welcoming.

Unfortunately, my return visit was an entirely different experience.

I was met by a consultant at the entrance (an older Indian lady) who was visibly irritated and unwilling to assist me. When I requested an exchange for an unused bra, I was presented with an item that was laddered, visibly damaged, and unsuitable for sale. When I asked if another item in my size was available, I was dismissively told there was none, implying that I should either accept the damaged item or abandon the exchange.

Only after I requested a refund did the consultant suddenly retrieve another bra in my exact size, demonstrating a lack of willingness to assist from the outset. Throughout this interaction, her attitude was dismissive and unprofessional, something both my sister and I noticed.

I was instructed to “check the bra properly,” which I did at the counter. However, upon returning home, I discovered that the bra packed for me was the damaged, laddered item, not the one I had inspected and approved. This left me heartbroken and in tears. I had already travelled from Musgrave to Pavilion specifically to resolve an issue that should never have occurred in the first place.

Selling used intimate apparel, followed by supplying a damaged item during an exchange, is unacceptable and directly contradicts basic retail ethics, hygiene standards, and customer care policies. The emotional distress, inconvenience, and personal cost I incurred are significant.

For a brand that markets itself as supporting women’s confidence and empowerment, the conduct at this store directly contradicts those values and represents a serious reputational risk.

My extended family has stopped shopping at Bras N Things entirely because of this consultant. Every single one of them has described her as rude, condescending, and unwilling to assist. No woman should feel ashamed of her femininity while buying underwear. It is a pity, because I actually like the products. However, I will buy them anywhere else before I ever set foot in that store again. No product is worth the humiliation, inconvenience, or being deliberately given damaged items.

I am requesting a full refund or replacement for the damaged bra without requiring further in-store visits. I have half the mind to return both bras and never shop at Bras N Things again. I do not even feel comfortable wearing a bra from a store where I was treated with such disrespect. How is this to be resolved?