My partner and I attended your store in Tea Tree Plaza, after having great experiences in your Elizabeth store.

We purchased a pair of Nike Air Max, and our initial salesperson was fantastic. Polite, happy and friendly. A credit to your store

The following morning when my partner left for school drop off she noticed the shoes where making almost a duck like quack when she walked. Thinking this was maybe a new shoe new shoe sound she continued wearing them.

After wearing them and the sound getting worse, so I contacted the store and advised the gentleman (again, fantastic and a credit to your company) he advised to bring them in as it sounds like there is a problem and we can either exchange or refund. I advised yours and the previous salesperson was great so just an exchange.

After arriving at your store on the 6th of May at around 4.pm we spoke to the same sales person, who actually tried them on and said, the air bubble was about to burst which is causing the sound. And offered to replace or refund.

Then your "Store manager entered the picture" and flat out refused to exchange and repeatedly stated its managers discretion when my partner said "Your colleague has just said its the air bubble and they are faulty" Its managers discretion I am not exchanging them, there is nothing wrong with them you just need to wear them in, do you want a refund.

This man then forced my partner all the way back to the car with a tired 5 year old in tow, to get the "same card that was used for the purchase" so he could process the refund.

My partner then went over to Footlocker, explained the situation got 15% off and a free pair of socks. So well done, on not only losing a sale but also losing happy customers. Who were serviced great by the sales staff but let down by the one person who is supposed to lead by example.

Point one - Your manager at the TT Modbury Store is disgusting. His attitude towards my partner was disrespectful, demeaning and condescending. As was his attitude towards his staff.

Point two - My partner was well within her rights to an exchange under consumer law. The product did not perform to expectation and was faulty.

Point three - My partner did not have to use the same card for a refund, this could of been don on any card she had available.

Not expecting to have to refund them my partner then walked all the way to the carpark and all the way back with a tired and grumpy 5 year old.

Disappointed by lack of customer service. Sales assistant too busy chatting to another retailer to offer any help. No one else in the store. I tried a shoe off of the shelf and wanted to try the next size up but still wasn’t approached or offered any assistance. So I ordered online instead.