Subject: Urgent Complaint – Discrimination and Breach of Refund Policy at Oxford Street Store Dear Footasylum Customer Service, I am writing to formally raise a complaint regarding an unacceptable experience I had today, 11 July 2025, at approximately 13:00, at your Oxford Street branch. I purchased a pair of trainers on 2 July 2025. Upon discovering a manufacturing defect, I returned to the store to request a refund or exchange, in line with your clearly stated 28-day return policy printed on my receipt. To my surprise, the store manager refused to process the return or exchange, despite my request falling well within the 28-day period. Even more concerning was the racist and discriminatory behavior I experienced from a female store manager, who also refused to provide her name. I left the store feeling humiliated and deeply disrespected, which I find wholly unacceptable. I am requesting the following: A full investigation into the incident, including a review of CCTV footage and staff conduct at the stated time. A formal written apology for the treatment I received. An immediate resolution in the form of a refund or exchange for the defective product. Please be advised that if this matter is not addressed promptly and appropriately, I will escalate it to Trading Standards, and other relevant equality and consumer protection bodies. I am attaching my receipt and photos of the product defect (if emailing) and am available for any further information you may require. I trust you will treat this matter with the urgency and seriousness it deserves and look forward to your prompt response.