By ANNELIA NIXON

TRIBUE BUSINESS REPORTER

anixon@tribunemedia.net

JANAEES Uniform Centre has defended its customer service practices and highlighted the measures it has implemented to manage surging Back-to-School demand, following a customer complaint alleging she was treated disrespectfully by a member of staff and subsequently denied a refund.

The customer detailed her experience in a social media post accompanied by a video, alleging that a Loss Prevention Supervisor was “rude and unprofessional” during her visit and later raised his middle finger at her as she was leaving the establishment.

She said the incident prompted her to abandon her purchase and request a refund.

According to the customer, she waited approximately 20 minutes for a manager, identified as Mr Wallace, to address the matter. However, she said that when he arrived, she was questioned about the video she had recorded inside the store rather than having her complaint about the employee addressed.

The customer said she found the response particularly frustrating because the store has security cameras throughout the establishment. She further alleged that her refund request was refused despite her decision not to proceed with the purchase following the interaction.

The customer acknowledged that she used profanity during her exchange with Mr Wallace, saying she was angry, frustrated and felt disregarded and disrespected. She also said she asked Mr Wallace to give her personal space because she felt he was standing too close to her. She said that when he did not move away, she chose to step back herself to avoid escalating the situation.

“I am not saying I handled every moment perfectly because I was upset,” the customer said, while maintaining that she deserved to be treated with “basic courtesy and respect.”

She ultimately said she would not return to the business and urged management to review its camera footage before making assumptions about what occurred.

Janaees, in a statement responding to the broader customer-service concerns, did not directly address the specific allegations against the Supervisor or Mr Wallace, but pointed to the operational pressures facing the business during the Back-to-School period.

The uniform retailer said it has more than doubled its staff complement this year in anticipation of increased demand. During peak periods, it said, more than 75 team members and customers may be inside the store at one time. That level of traffic, the company said, has required it to impose limits on the number of people permitted inside the building at any given time for safety and comfort.

Janaees said it has established a shaded outdoor queuing area and provides complimentary water to customers waiting to enter. Customers collecting prepaid orders are offered expedited entry when they present their receipt.

Inside the store, the company said more than 40 sales team members are assigned to help customers locate uniforms and other required items and complete purchases as efficiently as possible.

The company acknowledged that Back-to-School shopping can be stressful and said it regrets when wait times or other aspects of the shopping experience fall short of customer expectations.

“We continue to review our processes and welcome constructive feedback on ways we can serve families more efficiently,” the company said.

At the same time, Janaees stressed that it expects customers and employees to maintain a respectful environment. The company said it is particularly committed to maintaining a family-friendly atmosphere given the number of young children who visit the store, and asked customers to raise concerns “respectfully and without abusive, threatening, or profane language.”

“Our team will always seek to address customer concerns professionally, and we expect the same courtesy toward our employees and other customers,” the company said.

On the disputed refund, Janaees pointed to its existing refund and exchange policies, which it said are posted in-store and form part of its standard terms of sale.

Management may review individual situations where circumstances warrant, the company said, while encouraging customers with concerns about a transaction or their experience to speak directly with management.

Janaees said its objective remains to provide Bahamian families with a “safe, respectful and efficient” place to prepare their children for the school year, while thanking customers for their patience and continued support during what it described as an exceptionally busy period.