Poor Customer Service at Pull&Bear Made Me Leave the Store Without Buying

On May 25, 2026, I experienced an issue at the Pull&Bear Optimum store that I would like to bring to your attention. While shopping, I saw an item displayed on a mannequin and wanted to purchase it. I approached a sales associate and asked if they could bring me the item in a size small. Despite the product being clearly visible on the mannequin, the employee told me that I needed to provide the product’s reference code and asked how they would be expected to find the item without it. I was then instructed to visit the Pull&Bear website myself, locate the product, and show them the reference code before they could assist me.

As a customer, I found this response both unreasonable and disappointing. I had already shown the employee the exact item I wanted in the store, yet I was still asked to do the work of locating the product information myself. What bothered me even more was the employee’s tone, which I found rude, dismissive, and unnecessarily discourteous.

The interaction left me feeling frustrated and unwelcome, to the point that I became upset and decided to leave the store without making a purchase. I did not speak with a manager or supervisor at the time because I no longer felt comfortable continuing the conversation.

I would like Pull&Bear to remind its staff of the importance of professional customer service and respectful communication. When a product is available in the store and clearly identified by a customer, employees should make a reasonable effort to assist by locating the item themselves rather than requiring customers to search for reference codes online. I hope appropriate feedback and training will be provided to prevent similar experiences for other customers in the future.