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.

I ordered my then 2 year old son a pair of jordan retro 4's on 9/30/2023 for him to wear for his 3RD BIRTHDAY which is today Friday OCTOBER 6TH 2023 Party WAS supposed to be at 5PM today. I received what i thought were the shoes i ordered but when i opened up the box there was only ONE shoe in the box. I called customer service letting them know about the big inconvenience caused by jdsport not properly doing the job they are paid to do. Customer service lady told me that all orders are supposed to be quality expected meaning someone was supposed to check and make sure the order was correct which they failed to do so because my baby only received one shoe. I expressed to the customer service lady that today is my sons birthday and he has a party today Which i paid lots of money to have it on this date and time only to be told that the shoe was still at the store that shipped them out and i should now receive the shoe in 1-3 days smh So because of a employee not properly doing the job they were paid to do My 3 year old son can't have a birthday party anymore because we don't have the other shoe smh. Spoke with another lady because i was trying to speak with a supervisor or manager and the lady told me she could give me a 20 dollar voucher or something for the inconvenience. ABSOLUTELY NOT MY BABY HEART IS BROKEN AND SO IS MINE PLUS THAT MONEY I SPENT 2 MONTHS AGO TO ASSURE MY BABY HAD A PARTY TODAY IS NON REFUNDABLE THIS IS BS SO NOT FAIR MY SON HAS TO BE PUNISHED BECAUSE OF A EMPLOYEE FAILED TO DO HIS OR HER JOB IM NOT HAPPY AT ALL PLUS ITS BEEN 5-6 HOURS AND NOBODY HAS REACHED OUT TO ME CONCERNING JDSPORTS INCONVENIENCE IF THEY DONT MAKE THIS RIGHT ME OR NOBODY THAT I KNOW WILL NEVER SPEND A DOLLAR AT JDSPORTS / FINISHLINE EVER AGAIN. SIGNED ONE ANGRY MOTHER!