Formal Complaint Regarding Discriminatory Treatment at Forever New Canal Walk – 13 March 2026

Dear Manager,

I am writing to formally raise a complaint regarding the treatment I received at the Forever New store at Canal Walk on 13 March 2026.

I came into the store to try on two dresses. When I arrived at the changing room area, it was full, so I waited for approximately 10 minutes. During that time, I sat near the shoe section where I was clearly visible to the staff member managing the fitting rooms.

While I was waiting, another customer arrived after me and was allowed into the fitting room before me. I approached the staff member to ask how that was fair, as I had been waiting longer. She responded by saying there was nothing she could do and did not offer any apology. Instead, she spoke to me with attitude and told me that I had been sitting in the wrong place, even though no one had informed me where I was supposed to wait. She also claimed that she had shown me where to wait, which is not true. I believe the store cameras will clearly show what actually happened.

I was extremely upset by the way she spoke to me. I did record part of the interaction, although it is difficult to hear clearly because she was speaking in Xhosa and there was a lot of noise in the store.

Because of how uncomfortable I felt after the altercation, I went into the fitting room but decided not to try on the dress. Shortly after, another staff member came into the fitting room area and said in Xhosa words to the effect of, “Who is here abusing us because we work in retail?” This made the situation even more upsetting for me, as I had not abused anyone—I was simply asking why someone who arrived after me had been helped first.

When I stepped out, the staff member I had initially spoken to looked at me and walked away, leaving the fitting rooms unattended.

Another staff member later apologized. However, when I tried to explain what had happened, she dismissed my explanation and said it was fine because she had already apologized, which did not address the issue.

I was in tears at this point. This was my first time visiting the store. I had seen the dresses online and came in specifically to find my correct size. Instead, the experience became embarrassing and humiliating as other customers looked on while the situation unfolded.

I then spoke to the store manager. She attempted to assist even though the store was very busy. She apologized sincerely and even bought me water out of her own pocket to help calm me down. I appreciate her effort and professionalism, especially because she took accountability for something she did not personally do. I can only imagine how difficult it must be to manage staff who behave this way in front of customers.

However, I believe there should be proper repercussions for the staff member’s behaviour, as it showed a clear lack of respect and professionalism. I would like the store to review the camera footage, as it will clearly show what happened.

As a result of this incident, I was too upset to continue shopping. I left the store without trying on the dresses and had to take an Uber home because I was so distressed.

Forever New presents itself as a classy, high-end brand, and I would expect the same level of service and professionalism in store.

The staff member who treated me poorly was a short, black, heavy-set woman who was managing the fitting rooms. I would be able to identify her if I saw her again.

I am also concerned about the possibility that I may have been treated unfairly. I observed that other customers were addressed respectfully as “ma’am,” while my concern was dismissed with attitude. Additionally, the use of language and commentary among staff while I was present made the environment feel unwelcoming.

The experience ultimately resulted in me leaving the store without purchasing the dress because I no longer felt comfortable spending my money there.

Given the distress, humiliation, and inconvenience I experienced, I would also like to request appropriate compensation for the incident. My time was wasted, my shopping experience was ruined, and I left the store in tears without being able to complete the purpose of my visit. I believe it would be fair for the store to acknowledge this through compensation alongside a formal apology.

I would appreciate a response outlining what steps will be taken to investigate this matter and ensure that no other customers are treated this way in the future. I would also like clarity regarding what accountability will follow regarding the conduct of the staff member involved.

Thank you for your attention to this matter, and I look forward to your response.

Kind regards, Noluvo noluvonkabeni@gmail.com