What a horrible experience! My mother bought me some underwear from Bonds Casuarina and gave me a gift receipt so that I can exchange it if anything doesn’t fit me. My husband went the following weekend to exchange a few items for a larger size however the store didn’t have my size so he got to exchange one out of the three items. The lady that served him put the new receipt in the bag and said “you can tell your wife to come and exchange the goods for any other product she may like”.

So I went this Sunday to the shopping centre to finish my Christmas shopping and exchange these goods too to find out that I can’t apparently exchange them as I don’t have the receipt for all items but only for one of them. I explained to the lady the situation regarding the previous visit of my husband and told her that the reason I don’t have the receipt is because the last staff member that served my husband only gave us back the current receipt and kept the original one that listed the rest of the items. I was very calm and polite as I have worked in retail for a few years and have managed stores so I know that there is always some assistance you can provide to genuine customers. The lady in charge for the day simply didn’t care at all, she said to me that there is nothing she could do about it if I didn’t provide the receipt. I asked if I could talk to someone else, a manager maybe ? And she said you can call whoever you want there is Bonds customer service if you search online! I said to her that I would like to know her name so I can address to Bonds and provide info about who I talked to and who served me. She refused to tell me her name saying that she is not obliged to provide any personal info of hers. I don’t understand that, how am I supposed to address a situation if I don’t know who’s serving me ?! When I was trying to explain to her that I need to talk to someone else she rolled her eyes at me (mind due I need to mention again I was really calm and was just trying to find a solution) I said to her “did you just roll your eyes at me?” She goes “yes because you’re being so rude!” I said “which exactly part of what I am saying and the way iam saying it, is actually rude??” Then she said “that’s it, I’m going to call security!!” ???? wow that’s what I have to say! You guys kept my receipt, didn’t want to help me at all! Rolled eyes and called security for a customer that just wanted to exchange goods previously purchased from your store!!! Horrible customer service, staff didn’t know consumer laws at all and just ruined our day completely. I had my family there (including my toddler being so impatient) and honestly just wasted my time and energy! The security of course didn’t kick me out of the store cause it was very obvious that I wasn’t impolite nor aggressive for someone to call security. Please educate your staff before having them running a store!!

P.S I did get the transaction proof from my mother and got a refund of course! Never going there again and making sure the word is spread for sure. Again what a horrible experience!