extremely poor and unprofessional service I received at your Table Bay Mall branch on 5 May 2025. This is the second disappointing incident I’ve had with staff at this specific branch in less than two months, and I feel it is necessary to bring it to your attention. On this occasion, I visited the store to exchange a brand-new Uzzi softshell jacket that I received as a birthday gift just the day before. The jacket was still in its gift bag, unworn, and had the original tag and barcode intact. I approached the cashier and politely explained that I only needed a bigger size and did not require a refund. The cashier referred the matter to the manager, Amber Dezhané, who appeared visibly irritated when called, as she was engaged in a personal conversation with another individual in the store. Despite the line forming, at the only till opened in the whole shop, and my request waiting to be addressed, she prioritized continuing her personal interaction, even leaving briefly to fetch her phone for the individual to exchange contact details before assisting the cashier. When she finally did address me, I explained the situation again and emphasized that I didn’t have the slip as it was a gift, but I simply wanted an exchange. Without much consideration, she refused the exchange, stating it couldn’t be done and the stock would then be inaccurate. I said to the manager that this is not true, because she has the barcode and details of both jackets. I informed her that I will be taking this further, because my consumer rights are being violated. The item was not damaged or worn with its original label. I would totally understand that the shop would require a slip if I asked for a refund, but it was just an exchange for a bigger size. I accepted her decision respectfully and left to exit the store. However, as I walked away, I overheard the cashier mention that the exchange should be possible due to the intact barcode and condition of the item. The manager then incorrectly claimed that I "just wanted a refund anyway," which was completely untrue and humiliating to hear—especially in front of other customers. When I turned around, intending to address this misrepresentation, the manager was still casually socializing and even walked the other individual out of the store. I found this experience not only frustrating but also deeply embarrassing. A manager's conduct should reflect leadership, professionalism, and respect for customers. In this case, I was treated dismissively and spoken about behind my back in a derogatory and inaccurate manner.