My complaint:
Dear Mr Hartnagel,
I am writing to inform you of an unfortunate incident that took place at your Yardley branch on 14th January 2021 at approximately 5pm.
I went into your shop to purchase some groceries for my supper whilst at work on a night shift. I carried out my shop and was in the queue at approximately 4.55pm where I paid for my shopping by card.
At 4.56pm, having paid for my shopping, I left the store and hurried, as I was anxious not to be late for work, as I was due to start my shift at 5pm.
I rushed towards work as I was aware that I was running late and I had almost reached my destination, when with absolutely no verbal notification, my shopping bag was wrenched from arm. I thought I was being attached or mugged. I panicked and asked what he was doing. The gentleman, who had just assaulted me, advised me that he was a security guard for Lidl.
I was then escorted by the security guard back into the shop. I returned to the till and asked the lady who had served me to that I had indeed paid for my shopping, she agreed that I had and advised the security guard of this.
I was now obviously going to be late for work and I was allowed to leave the shop. I left my shopping behind.
I then went back to the shop with a friend. I was very concerned and upset as a result of what had happened to me and we asked to see the manager and explained the unfortunate incident that had occurred.
Sadly, there was no apology from the security guard or indeed from the manager. I was simply advised that I shouldn’t have left my shopping at the store…… which given what had happened, I found insulting.
I was told that I had been assaulted by the security guard because of what I had been wearing, which was a mandatory face mask, scarf and a hood. Given that we are in the middle of a global pandemic and that it was extremely cold outside (we have recently had snow), I cannot see that I was in any way inappropriately dressed or that I looked different from any other customer?
I have been appallingly treated and assaulted by your staff at the Yardley branch and then not to be given an apology is totally unacceptable.
I look forward to hearing from you, as to what recompense you suggest Lidl intends to make, as I am concerned this may happen again to another innocent party.
Yours sincerely,
Suggested solution:
Deal with area manger or someone in a higher position