Poor Customer Service at the Newly Opened Missha Emaar Store

At approximately 4:30 PM on July 9, 2026, I visited the newly opened Missha store at Emaar Mall and purchased a hairbrush along with several other products for a total of approximately $27 using my credit card. When I arrived home, I noticed that the hairbrush appeared to be damaged and that its packaging was dirty, as though it had been previously used or mishandled. I returned to the store with both the product and its packaging to explain the situation.

When I spoke to the cashier, I was met with an unexpectedly rude and confrontational attitude. In front of other customers, the employee raised their voice and insisted that "the brush could not be broken." As someone visiting this newly opened store for the first time and behaving respectfully throughout the interaction, I found this treatment extremely upsetting. I politely explained that I should not be spoken to in that manner and asked the employee to be more respectful. Instead of addressing my concerns professionally, the employee continued making dismissive gestures and behaved as though my comments were not worth taking seriously.

A short time later, the store manager came over, invited me outside to calm the situation, and informed me that the product could be returned or exchanged. I explained that I was already aware of my consumer rights regarding returns and exchanges. My primary concern was not the product itself, but the unprofessional and disrespectful behavior of the staff member.

Later, when I contacted customer service, I was told that the hairbrush had actually been manufactured in that condition. Whether or not this technical explanation is correct is not the main issue. If the product was intentionally designed that way, it should have been explained to me politely and professionally from the beginning. As a customer, I cannot be expected to know the technical details of every product, but I do expect to be treated with courtesy and respect when asking a legitimate question.

Regardless of the product's design, I believe the way this situation was handled by both the store employee and, later, the overall customer service process was inappropriate. Customer satisfaction should always be a priority, and this experience has seriously damaged my confidence in the Missha Emaar Mall store. As a result, I do not intend to shop at this location again, nor would I recommend it to others.

I respectfully request a formal corporate apology regarding the incident at the Missha Emaar Mall store. I also ask that the employee involved receive appropriate guidance and training on professional customer service to help ensure that other customers are treated with the respect and courtesy they deserve.