Customer Equality came into focus after Onitsuka Tiger suspended an employee over alleged discrimination at its Taipei 101 store. The incident quickly gained public attention and raised concerns about how migrant workers receive treatment in luxury retail. As a result, both the company and mall management acted swiftly to limit reputational damage.
The dispute began when a Threads user described her Vietnamese friend’s experience inside the store. According to the post, the employee questioned her ability to afford the shoes. The worker then ignored her request for help until she asked again. When she did, the employee claimed that no size 37 was available.
The post spread rapidly and received about 26,000 likes within a single day. Hundreds of users also added comments criticizing the alleged behavior. Because the store operates inside Taipei 101, the issue quickly reached mall executives. Janet Chia, chairwoman of Taipei Financial Center Corp, publicly replied to the post.
Chia stressed that all shoppers deserve respectful and professional service regardless of background. She also thanked the user for reporting the situation. Her response signaled that mall management takes Customer Equality seriously across all tenant stores.
Onitsuka Tiger later issued a formal apology and announced the employee’s suspension. The company also launched an internal investigation into the complaint. Executives said they would enforce strict penalties if the claims were verified. They added that discriminatory conduct violates company policy.
The brand also pledged to strengthen staff training and tighten internal management controls. Leaders said they want to prevent similar incidents in the future. These actions reflect growing pressure on global brands to respond quickly to viral allegations.
Retail experts say social media has changed how companies handle customer disputes. Shoppers now document experiences instantly, forcing fast corporate reactions. In Taiwan, this issue carries added weight due to its large migrant worker population.
Advocacy groups argue that visible corporate discipline helps reduce discrimination across the service industry. They believe strong responses encourage better training and clearer service standards. This case may influence how other retailers handle customer complaints.
Looking ahead, Taipei 101 plans to review customer service expectations for its tenants. Meanwhile, Onitsuka Tiger will complete its investigation and release further updates. The case underscores how Customer Equality now shapes public trust in global retail brands.
