IKEA Halifax - Restaurant — Restaurant in Dartmouth

Discrimination at Ikea Halifax

I am writing to express my deep disappointment and frustration with the unacceptable behavior of one of your customer service representatives at the Ikea Halifax store. I visited the store this morning at 10:40 am. to return an item with the original receipt and the item in its original package. I had my credit card, which I used when I first purchased the item.

However, the customer service representative, Cindy, who was conducting the transaction, treated me and my wife with discrimination because my wife was wearing a hijab veil. Cindy started the conversation by accusing me of returning the item before, even though I had the original receipt and the item number on the original package matched that on the receipt. When I explained that I had done a different return two days ago and showed her the return receipt, she asked to check my credit card physically, which was suspicious to me. This was the first time that a representative had wanted to hold my card to check it.

When I asked Cindy what was wrong with the return and even suggested that she could still process the return, even if my card had a different number, she became more aggressive and called me rude. She refused to proceed with the transaction and left the counter, leaving myself and my wife stranded.

When I went to look for a manager on the floor, I could not find one. Eventually, someone named Conor showed up and introduced himself as the manager. However, when I asked to meet with the store manager or deputy, Conor told me that both were unavailable and refused to arrange a meeting.

When I went back to the counter, I found that Cindy had returned and thrown the item back in my wife's face and refused to serve us, calling me rude again. Her coworkers, Valiyn and Courtney, and even Conor, refused to give us her name. When I insisted on speaking with a manager, Conor finally gave me her first name only after speaking with the Deputy Store Manager, Geraldine, who also refused to meet with us.

I am deeply disappointed with the behavior of your employees, who not only discriminated against my wife but also insulted and disrespected me as a customer. I was appalled by the lack of management on the floor, the absence of titles on name tags, and the fact that your employees introduce themselves as managers when they are not. This behavior is completely unacceptable, and it is unacceptable for a customer to leave with their dignity on the floor.

I demand an immediate and thorough investigation of this incident, including disciplinary action against Cindy and any other employees involved in this unacceptable behavior. I also demand a formal apology and compensation for the humiliation and distress caused to myself and my wife.

I have received a complaint reference number (Ref# 2798284), which I have no idea what was written in it. I expect the after-sales manager to contact me promptly to discuss this matter and to take appropriate action.

I hope that you will take this matter seriously and take the necessary steps to ensure that this type of behavior does not occur again...

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