Brandy Melville — Local services in San Jose

Incident to Report Location - Santana Row, San Jose, CA Store - Brandy Melville Date of incident - 01/16/23 ~ 11:

My daughter and I had really bad experience at this store. While my daughter was inside the store standing about 10 feet away from the nearest clothing, she opened her backpack, checked for new messages on her iPhone, then put her iPhone inside her backpack. A saleswoman immediately approached and asked her to open the backpack and said, “Let me see what you put inside your bag.” This remark was very accusatory. Although My daughter complied, she was very upset with tears in her eyes. She told me that she was insulted in public because she was treated like a thief, and her privacy invaded without legitimate cause or any “suspicious activity.” Without saying sorry or apologizing for her mistake she ran off.

Shortly thereafter I returned to store and asked that saleswoman what the store’s policy is for checking a customer’s purse or backpack. This saleswoman explained that she was trained to check a customer’s bag whenever there is any suspicious activities. I asked her several follow-up questions regarding this policy: What is their definition of suspicious activities? Does this mean that customers who put a smart phone into a purse or backpack are behaving suspiciously? Any security camera installed in the store? If so, it should be obvious that Christina was putting her smart phone into her backpack. Is there any company document which she can show me regarding the store’s policy for checking a customer’s bags.

This saleswoman did not respond to any of my questions. Instead she simply laughed with her coworker, moved to another cashier machine, and called for the next customer. I then requested to speak to store manager, and she claimed to be the store manager. When I asked for her name, she ignored me and walked away. I then asked another saleswoman what that woman’s name is, and that second saleswoman said she could not tell me, in order to protect her privacy. We were unable to get the first saleswoman’s name, but I have photo attached.

My daughter has become depressed over this incident, and she does not understand why she was initially treated as thief at the store she loved before. I have sent an email to file complain, but so far...

The store was quite busy when we went into the store at Santana Row and even though the store is not in our age group we were looking for our granddaughters. We were impressed by the socks and each bought three pairs. When we got home we put the socks on and was immediately disappointed as they quickly rolled to the middle of our feet. They did tell us they were not returnable at the time of purchase however we assumed they meant if worn. When I called the store to get hours to return the other socks not worn. We were told they are accessories and none of them could be returned. This told me they are completely aware of this problem and rely on most not bothering to return $6.00 socks. I talked to customer service on Monday and have sent several text messages and have been told they are working on it to decide if they will refund for our purchase. I was also told that I can work on it however I like they will contact me via email they they do reach a decision. This is not about the $19.00 purchase, this is about the stores business practices. I urge you to not purchase any item that is said to bean accessory that is in actually not. No one likes to be dubbed by what appears to a...

horrible experience shopping here. my sister and i were stopped by a white employee for a “randomized bag check” (thoroughly looking both our PERSONAL bags and shopping bags) even though we had already bought our items with the receipts and everything. i can’t help but think this was racially motivated because we were the only brown customers in the store and nobody else was stopped except us. im a retail employee myself. “randomized bag checks” is definitely an excuse they used to accuse us of shoplifting without actually outright saying it. and these checks can never truly be “random” due to many people’s implicit racial biases. i’ve learned from my time working in retail that even if you suspect a customer is shoplifting, you should NEVER directly confront them because you could be making innocent customers feel like they’re criminals (which is exactly what happened to us). shame on this store and the entire brandy...