On April 21, her husband took their five-year-old son to the Benetton in Citiplaza, Taikoo Shing, to pick a new outfit.

'A saleswoman recommended a pair of jeans and a top for our son,' she said.

'My son tried the jeans on and the sales lady hastily concluded that the jeans fitted perfectly. When questioned about the size, she said European sizes are made much larger than local sizes. Given my husband's inexperience in children's shopping, he trusted her.

'My husband and my son then went straight to the car and drove home. The trip took no more than 20 minutes but during the ride, my son started complaining about the jeans being uncomfortable. When I checked the new jeans that night, the size tag indicated they were for two to three-year-olds. My son's build is average and certainly not on the small side.'

On April 25, her husband took the jeans back to the store to exchange them for a larger pair.

'We encountered the most appalling service and attitude,' she said.

'The same saleswoman showed absolutely no interest or responsibility in selling us the wrong-sized jeans. She refused flatly to exchange them, even after my husband offered to pay extra for a new pair. The store manager he spoke to on the phone was rude and arrogant from the outset and rejected any exchanges outright. When I phoned her again, I was met with the same answer and attitude.'

Benetton Asia Pacific said its staff were courteous and polite; the items sold were on sale and there is a no-exchange policy for such items. It said Mrs Cheung's son came into the shop with wet trousers and underwear and left with the new jeans on without apparently wearing any underwear.

'It is our company policy that all items are non-exchangeable when sold under such circumstances, as the next customer would not want them,' it said.

'As the wet underwear was taken off, the little boy might feel uncomfortable just wearing [new] jeans. But this was not a result of any product defect.

'Our saleswoman also told Mr Cheung the chosen jeans were on sale and also the last pair. As an Italian brand, the sizes offered by Benetton are larger than the local sizes. Our XS size is suitable for a five-year-old Chinese child. Mr Cheung bought an XXS.

'It is our company policy that all on-sale items are not refundable or exchangeable, but we would have agreed to Mrs Cheung's request had her son been wearing clean underwear. Our shop manager and saleswoman had explained this to Mr and Mrs Cheung in a sincere and respectful manner.

'Nevertheless, we will continue to train our staff and offer the best products and service to customers.'

Elderly reader M.L. Chau said a police officer was rude and offered no help during his family's visit to the Tseung Kwan O Chinese cemetery during the Ching Ming festival on April 30.

'Our family of two senior citizens nearing 80, three grandchildren aged eight, six and two, and three middle-aged adults went to the cemetery and joined long queues of probably a few thousand people stretching a few miles long,' he wrote.

'We joined the end of the queue, stood in line for 30 minutes in the blazing sun and did not move. I was feeling dizzy from the heat, so my grandchildren offered to get some drinks to cool me down. They left the queue but first asked permission from the policeman on duty to allow them to rejoin the queue when they returned. The officer said yes.'

But when they returned, the officer would not let them come back and sent them to the end of the queue.

'They pleaded, they argued, but were unable to persuade the policeman, who was the one who gave the original permission. As a matter of fact, the policeman was ill-mannered and treated my family with haughty contempt.'

The Police public relations bureau said it has taken up the complaint and is investigating.

Our reader from last week wrote back to say she has reached an amicable settlement with her tailor at Monaza Fashions in Tsim Sha Tsui, after threatening to go to the Small Claims Tribunal over ill-fitting clothes for which she had paid $4,000. 'There is closure to Take Action. The tailor gave me back my money and has graciously also allowed me to keep the clothes. That matter between us is now settled.'