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Terry L
False Theft Accusation at Aquila DFO Moorabbin, No Accountability
DFO Moorabbin的点评
点评：We had an extremely distressing experience at the Aquila store at DFO Moorabbin in March 2026, which was later compounded by a complete lack of response from Aquila Head Office.
After purchasing two pairs of men’s shoes (one taken on the day and one paid in full to be sent later), we were contacted by the same staff member approximately an hour after leaving the store and falsely accused of stealing a pair of shoes. We were told there was security footage and that police would be contacted.
Given the seriousness of the accusation, we immediately returned to DFO Moorabbin and requested centre security attend as independent witnesses. Two DFO security officers investigated the matter and determined that the accusation of theft was entirely unfounded and unsupported by any evidence.
Despite this independent finding, the staff member refused to acknowledge any error, declined to apologise, and initially refused a refund. Being falsely accused of theft in this manner was humiliating and deeply upsetting.
We subsequently made formal complaints to both Aquila Head Office and the Moorabbin DFO store. No formal response or resolution was ever provided.
This review is a factual account of our experience. While mistakes can happen, the refusal to take responsibility, apologise, or respond to a formal complaint reflects very poorly on Aquila’s customer service and complaint‑handling standards.
After purchasing two pairs of men’s shoes (one taken on the day and one paid in full to be sent later), we were contacted by the same staff member approximately an hour after leaving the store and falsely accused of stealing a pair of shoes. We were told there was security footage and that police would be contacted.
Given the seriousness of the accusation, we immediately returned to DFO Moorabbin and requested centre security attend as independent witnesses. Two DFO security officers investigated the matter and determined that the accusation of theft was entirely unfounded and unsupported by any evidence.
Despite this independent finding, the staff member refused to acknowledge any error, declined to apologise, and initially refused a refund. Being falsely accused of theft in this manner was humiliating and deeply upsetting.
We subsequently made formal complaints to both Aquila Head Office and the Moorabbin DFO store. No formal response or resolution was ever provided.
This review is a factual account of our experience. While mistakes can happen, the refusal to take responsibility, apologise, or respond to a formal complaint reflects very poorly on Aquila’s customer service and complaint‑handling standards.
翻译：2026年3月，我们在DFO Moorabbin的Aquila门店遭遇了一件极其令人不快的经历，而Aquila总部之后却完全没有回应，更是雪上加霜。
我们购买了两双男鞋（一双当天取走，另一双已全额付款，稍后寄送），离开门店大约一小时后，同一位店员联系我们，并错误地指控我们偷窃了一双鞋。店员告诉我们有监控录像，并表示会报警。
鉴于指控的严重性，我们立即返回DFO Moorabbin，并要求中心保安作为独立证人到场。两名DFO保安人员对此事进行了调查，并认定盗窃指控完全没有根据，没有任何证据支持。
尽管有这样的独立调查结果，该店员仍然拒绝承认任何错误，拒绝道歉，并且最初拒绝退款。以这种方式被错误指控盗窃，令人感到羞辱和极度沮丧。
随后，我们分别向Aquila总部和Moorabbin DFO门店提出了正式投诉。但始终未收到任何正式回复或解决方案。
本评论基于我们真实的经历。虽然错误在所难免，但Aquila拒绝承担责任、道歉或回应正式投诉，这严重损害了其客户服务和投诉处理水平。
我们购买了两双男鞋（一双当天取走，另一双已全额付款，稍后寄送），离开门店大约一小时后，同一位店员联系我们，并错误地指控我们偷窃了一双鞋。店员告诉我们有监控录像，并表示会报警。
鉴于指控的严重性，我们立即返回DFO Moorabbin，并要求中心保安作为独立证人到场。两名DFO保安人员对此事进行了调查，并认定盗窃指控完全没有根据，没有任何证据支持。
尽管有这样的独立调查结果，该店员仍然拒绝承认任何错误，拒绝道歉，并且最初拒绝退款。以这种方式被错误指控盗窃，令人感到羞辱和极度沮丧。
随后，我们分别向Aquila总部和Moorabbin DFO门店提出了正式投诉。但始终未收到任何正式回复或解决方案。
本评论基于我们真实的经历。虽然错误在所难免，但Aquila拒绝承担责任、道歉或回应正式投诉，这严重损害了其客户服务和投诉处理水平。
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