Formal Complaint – Unprofessional Service at Sneaker Factory (Carlton Centre)

I am writing to report the extremely poor service I received at your Carlton Centre store.

I visited the store to exchange a pair of sneakers I ordered online, as the size I received was too big. Before going in, I checked store availability and it clearly showed that a size 4 was in stock at the Carlton Centre branch. However, when I asked the staff about it, they gave me attitude and simply said they did not have it — without even attempting to check. It was clear they had no interest in assisting me.

Throughout the visit, the behaviour of the staff was unprofessional and unacceptable. They spoke loudly, behaved carelessly as if they were in a circus, and even made comments like, “It means we’ll be knocking off late today,” because they had to assist me. I was taken from pillar to post for something that should have been a simple exchange. To add to the disrespect, one of the male employees even closed the door while I was still standing there.

This was a complete waste of my time and by far the worst customer service experience I’ve ever had. No customer deserves to be treated this way.

I kindly request that this matter be investigated urgently and that the necessary steps be taken to ensure your staff provide professional, respectful assistance going forward. I would also appreciate clarification on the correct process for exchanging online orders.

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