Burlington — Local services in Avondale

Subject: Complaint Regarding Unfair Treatment at Burlington – Avondale Location (Phoenix, AZ)

RECEIPT CODE 0418251415500272462

Hello,

I’m writing to formally express my disappointment and frustration with the treatment I received during my recent visit to the Avondale Burlington location in Phoenix, AZ.

As a new mom currently battling postpartum depression, every outing requires a great deal of emotional and physical effort. I am a frequent customer and have consistently chosen Burlington over other retailers like those at the Westgate District, believing in the value and service your stores provide. Unfortunately, my experience this time was far from acceptable.

Despite being a loyal customer, the staff treated me unfairly. I politely requested that $19 from a layaway payment be applied toward my purchase during checkout, and the manner in which my request was handled was dismissive and disheartening. It felt as though my concerns were brushed off without any compassion or consideration for my circumstances.

I understand that policies exist, but there’s a way to treat people—with dignity and respect—especially those who are visibly struggling and simply trying to provide for their families. What’s even more disappointing is that it seems your layaway system is being used to take advantage of customers who may already be under financial stress.

This experience has been draining mentally and emotionally. I expected better from a store I’ve supported time and time again.

I hope this message is taken seriously and that steps are taken to improve customer care, especially for those who are already doing their best to hold everything together.

Attached is my receipt as proof that I had items on layaway, which I placed just three days ago. When I came in today, I kindly asked if I could at least choose from the items I had on layaway to apply towards my purchase. The manager refused to allow me to even sort through what I had previously selected. I had no choice but to purchase new items that were of similar value, even though all I really wanted were specific items from my layaway: the two journals, the butter coaster, the two measuring cups, and the 8-piece metal measuring cups.

I made the intentional choice to shop in-store at Burlington instead of ordering from Amazon or visiting nearby stores like Ross or Home Goods—places that offer comparable, if not better, quality and customer experience. I chose Burlington because I believe in supporting businesses directly. I even suggested to the clerk that they could ask for help if needed, as I understand how busy retail can be. I come from a strong customer service background myself, as a licensed healthcare professional for 7 years and a former Chick-fil-A team member for nearly 8 years during my undergraduate years. I know firsthand that the customer is supposed to come first.

The service I received today was not only unacceptable, but it was also emotionally draining. As a new mom dealing with postpartum depression, this situation added unnecessary stress to an already difficult time. I was treated without empathy or fairness, despite being a loyal and respectful customer.

Burlington should be grateful for the customers who choose to shop with it over the many alternatives available. All I asked for was basic kindness and...

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