Oysho Refused to Exchange My Daughter’s $70 Cardigan and Blamed Us for Damage
On September 6, 2025, we purchased a cardigan for my daughter from the Oysho store at Capacity Mall, paying $70. The next day, on September 7, 2025, my daughter went back to the store to exchange it. However, the staff refused to process the exchange, claiming the product smelled of perfume and had been used. My daughter explained that she had never worn it and hadn’t sprayed any perfume, yet the staff told her to “air it out and bring it back later.”
When we returned to the store again on September 27, 2025, the exchange was denied once more — this time, the staff alleged that the cardigan had a hole in it. I spoke politely with the store manager over the phone, but I also felt accused in the same way. I was deeply upset by this treatment and went to the store personally to express my frustration. Other customers present agreed that we were being treated unfairly and confirmed that the product had clearly not been used.
I initially wanted to exchange the item, but due to the inappropriate behavior and accusations from the staff and manager, I now demand a full refund. Moreover, I want Oysho’s treatment of its customers to be made public, and I expect the company to face the necessary consequences for this behavior. I will file a complaint with the Consumer Arbitration Board on September 29, 2025, and I am also considering a lawsuit for emotional damages against the company and the store manager. This is the first time I’ve ever experienced something like this, and I believe my money is being wrongfully withheld. I even called the police during the incident, but the Capacity Mall security director advised me to contact the company’s headquarters instead.
