JB Hi-Fi has released a statement via their Facebook page regarding their refusal to let a man enter their Mt Ommaney store yesterday.
UPDATE: JB Hi-Fi has expanded on their earlier statement. The latest statement reads:
JB Hi-Fi is committed to providing all customers with the best possible shopping experience.
We have investigated the incident involving James Milne and his family at our Mount Ommaney store.
We apologise to James and his family for any distress he has suffered as a result of this incident.
JB Hi-Fi and the manager of our Mount Ommaney store believe that we could have managed this in a better way in the interests of James and his family.
JB Hi-Fi is committed to learning from this and improving our customer experience across all of our stores.
To support this we are reviewing our customer policies to make sure that they reflect best practice.
Richard Murray CEO of JB Hi-Fi said “We would like to apologise unreservedly to James. We should have done better yesterday. We are going to make sure that we learn from this and do better in the future. I have sent a personal letter of apology to James and we are continuing to endeavour to contact the family to apologise directly.”
EARLIER: JB Hi-Fi has released a statement apologising for the “distress” caused to a customer and his family yesterday after he was mistaken for a known thief. The statement reads:
JB Hi-Fi apologises for any distress caused to James and his family.
We take feedback from our customers very seriously. We are investigating this matter.
JB Hi-Fi is seeking to make contact with the family involved.
Richard Murray, CEO JB Hi-Fi
According to a post by Facebook user Victoria Milne that quickly went viral, Ms Milne’s dad and brother (who has Down Syndrome) tried to enter a JB Hi-Fi yesterday and her brother was refused entry after the security guard mistook James for another male with Down’s Syndrome.
After viewing the photograph themselves, the Milnes argued that it was clearly not James in the photo, however the security guard continued to refuse James entry to the store.
Later, James’ mother called the manager for an apology, to which he replied that “he would never, ever, ever get an apology” from him and that he had “the right to stop anyone he pleased from entering the store”.
After the treatment of her family by JB Hi-Fi staff, Ms Milne took to Facebook to explain the situation. The post has gone viral and has now been liked over 62,000 times. You can read the full post below.
Both JB Hi-Fi and its Mt Ommaney store continue to receive backlash over the incident.