Bad treatment and ******** policies

I am writing to formally express my deep disappointment following an incident that occurred at your HEYLO store in BAYWEST Mall. I visited the store with my 9-year-old daughter, who has always considered HEYLO one of her favorite places to shop, along with Crazy Store and YOKICO.

Upon entering, I was unexpectedly stopped by an employee who insisted I leave my Dell laptop backpack at the entrance. I declined, explaining that I had visited the store many times before with the same backpack and had never been asked to leave it behind. I proceeded into the store, assuming the matter was settled.

However, the employee followed us and informed me that if I refused to leave my bag, it would be subject to a search upon exit. I told him that I did not consent to that either. At this point, I noticed that my daughter had become visibly upset and started to cry. She had never seen anyone speak to me in such a disrespectful manner, and the incident deeply affected her.

Shortly after, a supervisor or manager approached and told me this was store policy. I explained again that I had shopped there many times without ever being subjected to such treatment. When I questioned why this policy was suddenly being enforced, she simply repeated that I must comply or leave the store. I then asked if all customers were being treated the same way or if this policy was selectively app****. I pointed out several other shoppers with bags who were not stopped or questioned.

When I requested to speak with the person responsible for creating or enforcing this policy, I was told they were unavailable and that the current supervisor/manager was in charge. She continued to insist that my bag would be searched regardless of my consent, which I found unacceptable.

Despite my daughter wanting to leave the store due to how distressed she was, I encouraged her to stay and get the items she had looked forward to. Unfortunately, the supervisor's attitude continued to be hostile, even refusing to assist my daughter when she inquired about a watch. When I asked for her name, she refused to provide it. Another staff member later informed me that her name was Bulelwa.

What should have been a simple shopping experience turned into a distressing and humiliating encounter—one that negatively impacted my daughter, and has unfortunately changed her view of your store.

I am extremely disappointed by the way this situation was handled, both in terms of professionalism and customer care. I would like to request the following:

Clarification on your store’s policy regarding bags and how it is enforced.

An explanation for the inconsistent application of this policy.

Appropriate action to address the staff behavior during this incident.

Assurance that future customers—especially children—won’t be subjected to such upsetting experiences.

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