Black L.
Yelp
I am writing to formally report an unacceptable experience that occurred at your store located at 404 W 8th St Los Angeles, CA 90014 on Saturday, October 4, 2025, around 3:30 p.m.
During my visit as I waited for my sandwich to be heated up, I attempted to return a San Pellegrino beverage that had just been opened, but I had not yet left the store. This was due to confusion of it being sparkling water and not the original beverage which I attempted to ask the cashier about.
The shift lead and "Maddie" refused to process the refund and declined to call a manager when I requested further assistance. Her tone and demeanor were dismissive and unprofessional, and I was made to feel unwelcomed. When I asked for a full refund due to the treatment I received, my request was again denied.
There were two non-Black cashiers working at the time, and I was the only Black-woman customer present. It was clear that my concerns were not taken seriously, and I could not help but feel that racial bias influenced how I was treated. If I were a white woman, I strongly believe this situation would have been handled differently and resolved immediately.
To make matters worse, the staff refused to provide their names, which is completely unacceptable. As of now, I have only received one of the three products I paid for -- no refund was issued.
This type of treatment toward paying customers, especially Black customers is unacceptable and will not be tolerated. I am requesting that:
1. My refund be processed immediately for the full purchase amount.
2. Corporate reviews store practices and employee conduct at this location.
3. I receive a written response addressing how this matter will be resolved.
I will also be sharing my experience publicly on our community news platform to raise awareness about how Black customers are treated at local businesses.
Update: I'm writing a follow-up because this situation keeps getting worse. After being refused a simple refund the first time, I was told to "call back the next day" to speak with the manager, Fabiola. I called back -- only to learn that Fabiola wasn't even working that day.
I've never in my life been to a business where it was impossible to resolve such a basic issue. Instead of helping, the staff passed me around, refused to process a refund, and made excuses. It's frustrating and unprofessional.
What's even more troubling is how dismissive they were toward me as a Black customer in the store. There's no reason a paying customer should be denied fair treatment or basic respect.
If a business can't empower its employees to handle refunds or customer disputes, it says a lot about how little they value customer service -- and who they choose to value.
I want my money back period!