Complaint: Rudeness and lack of respect from Cashier and manager (judgemental attitude)

on 28 September 2020 about Lidl in category Supermarkets / Grocery Stores

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My complaint:

On Thursday 24th September my daughter and I went into Lidl, New Milton. We shopped and approached the conveyor where we both proceeded to load my shopping onto the conveyor. My daughter then went to the far end of the conveyor to pack the items into shopping bags. One item was a bottle of wine which I had placed on the conveyor amongst the rest of the shopping. My daughter picked up the bottle of wine to pack, but at that point the cashier who was fully aware it was my shopping on the conveyor asked my daughter for identification. This was my shopping therefore my daughter did not have id on her and I questioned why my daughter would be asked for id when she had made no attempt or was going to purchase anything. The cashier became quite flustered and then angry as I had questioned her reasoning. The cashier stated, after seeing me load the shopping onto the conveyor belt, that my daughter had touched the bottle of wine and therefore was required to show id. As her mother I felt this was uncalled for in such a way as to cause distress and embarrassment to not only my daughter but to myself, as the cashier became quite vocal in front of other customers, one of which was not wearing a mask and did not appear exempt. I requested the managers name and the manager was called. After repeating the whole conversation to the manager, the manager stated she was required to support the cashiers decision. At no time was I asked for my id. I was refused the purchase of the wine as it was stated I would be buying for my daughter. I feel very strongly that I was caused excessive distress and embarrassment in front of a sizeable group of customers due to the very vocal way this was being dealt with.

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Justified complaint?

Suggested solution:

After reading the above complaint, I feel quite strongly you should think how you should resolve this incident. Clear effective policy and communication skills would be a starting point.

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