ComplaintsforMiniso at Broadway Square Mall

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good Day to you Sir/**'m.I would like to call the attention of your organization with regards to my bad experience with a Miniso store staff in *****, **. This store is located inside the the Broadway Square Mall.The incident happened in the afternoon of February 11, 2024 inside the Miniso store in Broadway Square Mall in *****, ** ***.Me and my wife were looking around the store for items we are planning to buy for giveaways or gift. I got curious with one of the phone charms and thought that it is a nice giveaway. But i wanted to try how it will attach and look like on the phone. I took it off the hook, removed it from the hang tag (it is not in a sealed plastic or security tape) and try to see how am i going to use it on my phone before purchasing it.And from behind me a voice asked me what am I doing. I looked back and there is this female wearing a red shirt, no logo of Miniso, no name tag or anything that can identify her that she works in Miniso. It took me a second to answer her that I was trying to see how does the charm work/look on my phone. And without even offering help how to put it on my phone, she rudely said "PUT IT BACK!". And I put it back on the hang tag and placed it back on the hook. The same female worker also walked to my wife who was also looking on some items to buy. As the female worker approached my wife, she asked "DO YOU NEED HELP" also with a sarcastic tone on her voice. My wife replied that she was just looking at it and checking the price too. The female worker told my wife to put it back on the shelve because it is a display and she walked away.My wife asked one of the sales associate if it is not allowed to touch anything in the store. The sale associate said "No, you can touch it. You can check the items you like."As I was observing the female worker in red shirt, i noticed that she did not do or say anything to the other customers who are touching and trying on the items in the store.Me and my wife felt discriminated.She just had me and my wife singled out and suffered from her rudeness and embarrassment from the other people in the store. I asked the sales associate my wife was talking to that I demand to speak to manager of the store. Then I was told by the associate that the worker in red shirt is the store manager.The store manager walked back to me. And told me that she could have asked me to pay for the item but instead she just told me to place it back in the shelve.I did not break the item and I did not break the hang tag and surely I did not break the seal because it wasn't sealed. But her attitude towards me and my wife was very ill-mannered and has no place in working in a retail store. We chose to pay for the phone charm which was not the one i really wanted to buy just satisfy that lady manager's ego. I am writing this letter of complaint so that your organization and the store knows that there are people working in Miniso that are not competent for their position and capable of discriminating people and should not be working in a customer oriented business.I wish that this complaint should be acted upon and rightfully.Thank you.**************************, ** ***

  Business response

  02/20/2024

  Hello,  

  Yes i very much would like to respond to this situation as i felt it was a gross over reaction to absolutely nothing.  I came upon this costumer walking thru my store on a very busy weekend. I came upon him as he was opening a keychain and removing it from its packaging.  I walked up on him as asked him very politely what he was doing.  Our store policy is that if we see anyone opening ANYTHING we ask them to either buy it or get out.  I asked for neither, all i asked was that he please put it back on the packaging.  I then walked away to continue doing my rounds around the store.  I then walked over and saw a woman taking items off of a display.  I stopped and said, pardon me ma'am, may i help you find anything from here, this is our display? I was simply asking her if i could help her find something. she didn't even let me get out my full sentence when she turned around and yelled at me OH WHAT, I CAN'T TOUCH ANYTHING?!?! with an energy that said to me, maybe someone else from an earlier store told you to keep your hands off stuff.  Way too aggressive for my tone or what i was offering.  Turns out both of these people were together, undenounced to me,  however, i was asking 2 different customers for 2 different things.  They then started yelling out in the store that i was racist against asians and all this other nonsense. I asked one person to put something back and i asked another if they needed help.  yet somehow it translated into some sort of hate crime.  Maybe they should stop being so entitled and stop opening and touching things that aren't theirs. Miniso store policy is you open it you buy it, period. Each and every associate would have asked him to pay or leave, regardless of gender, race, credo, hair color, age, whatever!  I never asked him to pay for anything i just asked him to put it back where it belongs. He then started yelling around the store that i was accusing him of stealing and how i was discriminating against asian. None of that is true, NEVER ONCE did the word "stealing" or any implication of that left my mouth.  my side of things, they were over reacting to a situation that made them slightly embarrassed. 

  I do however, maintain that these customers are no longer allowed in my store for they way they treated me and the other employees. Security is aware of what happened, they watched the footage and will come to our aid should either of them enter the store again. 

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