Purdys Chocolatier — Restaurant in West Vancouver

I am writing to formally express my disappointment regarding an incident that occurred at your park Royal store on Saturday, February 22, at approximately 7:00 PM.

While shopping with my family, my little son ,who has autism,momentarily let go of my hand and grabbed two white chocolates. I immediately apologized to a staff member and offered to pay for them. She kindly reassured me that there was no need to pay, and I sincerely appreciated her understanding. We then left the store.

However, about five minutes later, while my son and I were browsing in another store, a staff member approached us in a confrontational manner, pointing at us and questioning why my son had touched the chocolates and why I had not paid for them. I calmly explained that their colleague had informed me that payment was unnecessary. To clarify the situation, we returned to the store, but the other staff member denied what had happened.

At this point, I became extremely distressed, and my son started crying. I requested that the store review the security footage to confirm my explanation, but the manager refused. Instead of resolving the matter fairly, I felt pressured and humiliated. To put an end to the situation, I paid for all the chocolates on the shelf and left, deeply upset. The entire experience left both my son and me anxious and shaken for the rest of the night.My young son and I felt very bad because the people present assumed that we had stolen something from the store.

I am deeply disappointed by how this was handled. I believe customers should be treated with respect, and misunderstandings should be addressed professionally. The store manager didn’t apologize us .I request that you review this matter and take appropriate action to ensure better communication and customer service in the future. The park Royal security was made aware...

I went to park royal yesterday around 4 pm.Me and my friends decided to have a ice cream. There was no lineup only a family before us and two people working. The old white lady who was on ice cream took so long to serve just 4 people. There was another couple who came and stand on opposite side to us. The lady just ignored us she did not even said your are first so i can help you but thats okay but she did not even apologize. When i asked her where should we stand and where the line up starts cuz we were standing before other people. She said nothing not even apology i wonder if she can hear and see. Even the customer was like oh its okay you can go first cuz we didnt know you were first. That lady just ruined my mood and day. I end up not getting ice cream. Please improve your customer service skills so you wont be so rude to people and...

If I can give -5 stars I would- not because of the chocolates..but because of the RUDE associate "Angela" Our horrible experience with her happened a few weeks and until now I recall the horrible incident with disgust and I wonder if she is even still there. For the good of the store, I sure hope she ain't. Who would've thought trying to buy just a pack of chocolates would involve witnessing her mistreatment of the other customer before me, followed by even more rude brusque unpleasant encounters with others in the store. Since she was sooo unhappy to be there- she should not have brought her misery to...