Unacceptable Service at Lovisa Store

I'm writing to express my disappointment and frustration with my recent visit to your store. As a regular customer, I expect a certain level of service, and unfortunately, my experience fell short .

I received a gift from Lovisa in the second week of January, but unfortunately, it's not something I prefer. I went to the store on the 30 January 2026 to return it and exchange it for a voucher as I did not have the receipt.

The staff member ( Kutlwano) I spoke to initially explained that she wasn't authorized to assist me without a receipt, which I didn't have since it was a gift. She called her manager, Esther, who said she would assist me. I waited for almost half an hour, and when Esther arrived, she was rude and unprofessional . She yelled and talked loudly to someone else while I was there, and when I explained my situation, she refused to help me, citing lack of receipt and proof of purchase date.

She even had the audacity to say am fortunate that she came to the store as she knocked off not even remorseful. To my surprise the store was busy to hear that it was only Kutlwano on duty.

I'm particularly disappointed that Esther's behaviour didn't reflect the values I expect from Lovisa, especially considering my loyalty to the brand. Her lack of empathy and unprofessionalism was shocking.

I'd like to request a review of this incident and hopefully, a resolution that reflects the value of the gift and my loyalty as a customer.