Fendi staff in Japan kneel to apologize to Chinese customer for alleged ‘rude’ service

According to the South China Morning Post, a Xiaohongshu user named Annie Datouzai, who claims to be a fashion specialist with educational experience at Columbia University and the University of Toronto, recounted the incident where she selected a woolen shawl for purchase and requested a new one from the store’s remaining stock of three. However, she was shocked when a senior sales representative abruptly removed the shawl from her shoulders without asking and handed it to another customer.

Xiaohongshu user Annie Datouzai. Photo from Annie Datouzai's Instagram

"I was completely stunned. Why would a male sales representative take the shawl off my body without any explanation?" Annie Datouzai wrote in her post.

Annie Datouzai further described encountering difficulties when attempting to file a complaint due to the sales staff’s poor English skills, which slowed down the process. She also felt ignored, especially after witnessing the shawl being sold to the other customer.

Despite these challenges, she persisted, and the store manager, identified by the surname Kaneko, escorted her to the second floor of the boutique. There, as an expression of apology, the manager, two sales staff, and a translator all knelt before her, according to Daily Dimsum.

Despite that, the manager defended the decision to give the shawl to another customer, citing the sales representative’s input. He also claimed that the store did not have surveillance cameras to verify the situation. Annie Datouzai, however, disputed this assertion after confirming with another Fendi store in Japan that such cameras were in place.

After lodging a formal complaint with Fendi’s headquarters, Annie Datouzai received an official apology from the store’s head, Koshimizu. In an email, he acknowledged the staff’s mistake and admitted that their response to her complaint was unprofessional.

"We sincerely apologize for the actions of the sales representative who removed the shawl from you while you were still trying it on," Koshimizu wrote. "We should have ensured your consent before taking the item to show another customer."

He further acknowledged that the staff’s handling of her inquiries about surveillance footage and customer service information was inadequate.

The incident quickly gained traction online, sparking mixed reactions from netizens. Some criticized Annie Datouzai for being overly demanding, arguing that the staff were merely retrieving a new shawl and that forcing them to kneel was excessive.

"Actually, the staff were already getting you a new one. Why are you still complaining?" one person commented. "They have the right to sell to other customers unless you want to buy two! Making them kneel is too much. Who do you think you are?"

Others sided with Annie Datouzai, commending her persistence.

"Your story has received significant media attention, where people are criticizing you and other mainland Chinese. It’s very strange," one user questioned. "Why is it that a Chinese person mistreated abroad ends up being criticized by their people?"

"Why are people saying you were too harsh?" wrote another. " In reality, because you stood up and insisted on your complaint, the store took action.Now, any other Chinese customer who visits that store is likely to be treated with respect."

In response to the backlash, Annie Datouzai posted a follow-up on Tuesday, clarifying that she had not asked anyone to kneel. She emphasized that her actions were reasonable and not meant to provoke sentiments of discrimination against Chinese customers.

"I am satisfied with how the store manager handled the situation," she wrote in her post. "My complaint aimed to enhance staff training and the shop’s crisis management. Many asked what outcome I was seeking. It was simply to improve the shopping experience for future customers."