As a core business company of the JFR Group, our basic philosophy is to provide high-quality products and services that respond to the changing times, achieve satisfaction that exceeds customer expectations, and aim to develop the group through contributing to society as a fair and trusted company. In addition, as an effort to promote sustainability, we are working on activities centered on “Think SMILE” (respecting the human rights of all stakeholders related to our company and building a society where smiles shine) and aim to create a better future.

On the other hand, some customers who use our services may be found to be engaging in acts that constitute customer harassment against employees. These acts hurt the dignity of our employees and lead to a deterioration of a safe and comfortable working environment. We would like to inform you of this response policy in order to continue to meet the expectations of our customers, provide better products and services, and create an environment in which all employees working at our company, including our business partners, can work with enthusiasm and peace of mind.

Complaints and behavior from customers that, in light of the validity of the request, are made with inappropriate means and manners to realize the request, and the means and manners harm the working environment of employees.

(1) Examples of requests that lack validity
① When excessive requests are made despite sufficient explanation, regardless of the presence or absence of defects or negligence in the products and services provided.
② When the request is not related to the products and services provided.

(2) Examples of behavior in which the means and manners to realize requests are socially inappropriate.
① Physical attacks
② Mental attacks (abusive language, threats, slander on social media, etc.)
③ Continuous and persistent behavior
④ Restrictive behavior (refusing to leave, staying put)
⑤ Sexual behavior, stalking
⑥ Unfair requests for product exchanges
⑦ Unfair requests for monetary compensation, etc.

The above descriptions are examples and are not limited to these.

We strive to respond to customer requests and opinions with sympathy, but if we determine that the behavior constitutes customer harassment, we will take firm action. In addition, if malicious behavior occurs, we may refuse entry to the store. Furthermore, we will work with the police, lawyers, etc. to deal with the situation strictly.

① We inform employees of our response policy based on the response manual.
② We provide employees with education and training on how to respond.
③ We have established a consultation and reporting system for employees.
④ We respond as an organization to unfair and malicious behavior.
⑤ We work with the police, lawyers, etc. to respond appropriately.

We believe that by protecting employees from customer harassment and creating an environment where they can work with confidence and enthusiasm, we can contribute to improving our sales service and provide an environment where many customers can shop comfortably.
Thank you for your understanding and cooperation.

December 2024
Daimaru Matsuzakaya Department Stores Co., Ltd.