Li xinle
I approached an Indian lady staff member and told her I wanted to exchange two Harry Potter books for other items, as I had bought the wrong ones. I specifically mentioned that the books were from the NEX outlet, and she nodded, confirming it was okay. At around 3:04 PM, I selected multiple products worth $29.91 and returned to the same staff member to process the exchange. I clearly stated, “I want to exchange the Harry Potter books for these items.” She acknowledged this and called an older woman for assistance. The older woman informed me that opened books (one of mine had its plastic packaging removed) could not be exchanged in the future. She then repeatedly asked if these were the books I wanted to exchange, and I confirmed. She instructed me to get another first Harry Potter book, which I assumed was for scanning purposes, so I retrieved a sealed copy. After scanning both books, she calculated the total as $29.91. Everything seemed fine until she asked the Indian staff member to complete the transaction. However, instead of processing the exchange, the Indian lady scanned all my items and charged me for them. I paid without realizing the mistake and then asked, “Wait, if this is an exchange, shouldn’t I not be paying?” She called back the older woman, who became visibly irritated and snapped, “I asked you multiple times if these were the books you wanted to exchange. You said you bought the wrong book and wanted to exchange it for the one you brought me.” At this point, my friend stepped in and clarified, “She’s here to exchange the books she bought from NEX for other products here.” The older woman suddenly realized her mistake—despite me having mentioned earlier that the books were from NEX. She had not understood this and had assumed I only wanted to swap the books for different editions. Frustrated, she grabbed the Harry Potter book and threw it into a basket before processing my refund. Her tone then became calmer, but the items I had chosen did not add up exactly to $29.91, so my friend and I had to pick out additional candy to match the amount. Despite adding two sweets, the total was still short, and the older woman, now visibly annoyed, signaled her frustration to the Indian lady. Eventually, we selected four sweets, bringing the total to $30.21, requiring me to pay an extra $0.30. Even after completing the transaction, the older woman continued displaying attitude and signaling her irritation. please educate staff on importance of respect and dignity; make sure they have the ability to communicate and process misunderstandings without lashing out at members of the public.