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I would like to make an official complaint about the service in your Leuven shop.
On the 18th of December I went into your shop in Leuven to purchase some Christmas gifts. It was busy, they opened an extra payment station where payment was only done by bank card.
I was the first person to be served, I mentioned to the lady serving me that my purcheses were all gifts, which meant they required to be wrapped. Everything was packed in a bag including gift envelopes so I coudl pack the gifts my self.
This did not bother me, despite having seen the customers before me have their gifts wrapped.
On the 24th of December, I took my niece shopping as she wanted to purchase a gift for her father. I took her to your shop as we are big fans of your products. I waited outside at the door as I had a baby in a pram and your shop is on the small side.
When my niece walked out of the shop I noticed her gift was not wrapped. She said she asked the assistant to wrap it for her but was told that they would not do that as the packaging was sufficient enough. This was the regular packaging your products come in. It was very disappointing as there was a queue of other people getting their gifts wrapped despite their age or gift.
I advised her to take the purchase back and get a refund, instead of refunding her money, they gave her a shop voucher.
As she stood in the queue to return the gift, I could see other customers getting their gifts wrapped, I was baffled.
I could not understand why we were not given the same service that every other customer was getting, the only conclusion I can come up with is that the service you receive depends on the colour of your skin which is very disheartening and shocking in this day and age.
If there is any other reason or explanation as to why your service is not the same for all your customers, please by all means let me know and I would also like to know what you are going to do about this.
I hope you take this complaint very seriously and come back to me as soon as possible.
I look forward to hearing back from you.
Regards,
Maria da Silva
