On 2/7/2026 , I visited the store to exchange a sweater. Upon entering, I handed the item to the…read moreemployee at the entrance, Avery, who stated he would place it on the counter until I was ready. When I arrived at the customer service register, I was told by the cashier, Max (identified as a Customer Service Manager), to wait to the side. I waited approximately 20 minutes while other customers were assisted ahead of me.
When Max finally assisted me, he claimed the sweater on the counter was not mine. Another manager, Aaron, was called over, and both managers insisted that I had not brought an item into the store. This accusation made me feel as though I was being suspected of theft. Avery repeatedly confirmed to both managers that the sweater was the item I brought in, yet they continued to deny this.
After approximately 45 minutes to one hour, the managers stated they needed to review security footage to verify that I brought an item into the store. I asked whether this was standard return procedure and was told it was not. During this time, I observed that other customers, who were white, were treated promptly and without similar scrutiny. This led me to believe I was being treated differently based on my appearance and ethnicity.
After roughly one and a half hours, the managers returned but continued to behave in an unprofessional manner. During the interaction, Aaron stated, "I'm not going to admit I'm racist," which further escalated the situation and reinforced my concern that I was being discriminated against. Nearly two hours after my arrival, another employee, Leslie, handled my transaction respectfully and efficiently and resolved the issue without further incident.
Additional concerns include:
I was threatened with removal from the store for recording and taking pictures, and the managers were unwilling to provide their names.
Earlier, Max refused to sell me Pokémon card packs kept behind the counter, claiming they were "not in the system." However, when Leslie scanned the same items, they rang up successfully and were sold to me, raising concerns that merchandise was being improperly withheld.
As I was leaving, another customer intentionally struck me with a shopping cart, which added to an already hostile environment.
I would like to formally commend Leslie and Avery for their professionalism and respectful behavior, as they were the only employees who treated me fairly throughout this experience.
Based on this incident and information shared by family members, this location appears to have an ongoing issue with discriminatory treatment toward Hispanic customers. I believe it is unacceptable for managers to treat paying customers in this manner, to accuse them without cause, or to subject them to unequal treatment. All this while 10yr old son was watching. He then asked "why are they treating you this way". It's sad my son had to witness this type of discrimination.
