Collector R.

I bought a Nike jumper for my son from JD Sports Liverpool, but later discovered it had a hole in it (possibly from the security tag removed in an incorrect way but I'm not sure)
My young son was in tears and I assured him that since we didn't cause the problem, the store will be more than happy to exchange, so I took him to the store and that's when all the drama began.
I was served by a young girl who lacked any customer service skills, as I explained the problem with a big smile on my face and my son next to me she started interrupting me saying there's nothing she can do since for all she knows I could've damaged the item - she said I have to speak to their headquarters and they will investigate whether I'm entitled to an exchange or not (I had the receipt, the item, the tags albeit not attached to the jumper, and the original method of payment). I try several times to explain the Australian consumer law to her but she brushes it off, after 15 minutes of being humiliation, inturruptions, talking over me, raising her voice, lying by saying shes the manager here, accusations and brushing me off i lose my temper and ask her to shut up, I'm immediately thrown out of the store but I decide to call JD Sports headquarters, the lady over the phone is apologetic to how I've been treated and asks me to ask the crew to get the store manager - 10 minutes later she emerges (no doubt they were filling her on their side of the story) she takes the phone and abruptly informs head office that she will not exchange or refund.
I try one last time to calmly explain the issue to her and show her the jumper in the hole and also explain her team's attitude towards me, she offers no apology and asks me to email head office with pictures of the problem and they will decide.
I follow their process and take pictures of everything and email it back and then I get a response from head office that the store manager doesn't want to exchange the item and as communicated previously I am banned from "her" store. Head office then suggests that I "try my luck" at another branch but it's up to that branches manager to accept or refuse. The following day I'm notified that the store manager reaches out to the nearby stores recommending that they don't honour my request for a refund or exchange - I have been advised by customer service that their hands are tied so I've now filed a case against them with Fair Trading and will continue to escalate the matter further exposing this company's lack of basic customer service and disregard for the law.

Glen is your best friend until he gets your money, very rude, couldn't care less if you're unhappy, does not offer refunds, price matching, credit, his basic suggestion is "Too bad, you should do your research on prices before coming to me" and this is in relation to items that had not even been sent yet!