AEON manager receives praise for handling customer complaint over staff address

A customer at an AEON retail store in Kowloon Bay, Hong Kong, sparked a viral social media debate after filing a handwritten complaint regarding how staff addressed her. The customer, identified as Miss Yeung, expressed dissatisfaction after a female staff member, estimated to be in her 50s, addressed her as ‘sister’ (姐姐). The complainant argued the term was impolite and felt the age gap made the address inappropriate.

The incident drew significant online attention, with many netizens criticizing the customer for being overly sensitive. However, the focus shifted toward the store manager’s response. The manager provided a handwritten reply in elegant calligraphy, apologizing for the discomfort caused and promising that staff would attempt to use more neutral titles, such as ‘Miss,’ in the future. The manager also noted that certain habits are difficult to change immediately and requested customer understanding.

The manager’s poised response and superior handwriting received widespread praise, contrasting sharply with the customer’s handwriting, which many netizens mocked. The event has prompted broader discussions regarding the challenges of service industry etiquette and the appropriate ways to address strangers in a retail environment.