Lidl GB - GB0938 Reviews 4

I experienced wholly unprofessional and unacceptable conduct from an abusive staff member named Lucy at your Brandon Road Binley on Thursday, 3 July 2025, between 5:30 pm and 6:00 pm.

Prior to submitting my complaint on this platform, I had made several unsuccessful attempts to report the incident through the online platform. Unfortunately, the automated chatbot system failed to provide a channel for meaningful human engagement. Consequently, I feel compelled to escalate this matter through all available channels in the hope that it will be given the serious attention it warrants including contacting Lidl's senior/area managers, HR & heads of customer service on LinkedIn.

While preparing to check out after completing my shopping, multiple announcements (at least six) were made over the PA system requesting staff support at till number 5. I was first in line, and several other customers had queued behind me.

After no one turned up for a few minutes, a new announcement eventually instructed customers stationed at till 5 to move to till number 6, which was also unmanned. I began shifting a small portion of my items to till 6 accordingly, though most of my groceries remained at till 5.

Lucy then arrived at till 5 displaying visible irritation and reluctance, as if frustrated by the repeated calls. Her demeanour was abrupt, dismissive, and clearly unprofessional. When I asked whether she was opening till 5 (so that I could return my items to her till) she reluctantly confirmed this and told me "you might as well go to till 6, 2 tills are being opened", her tone and behaviour suggested an attempt to redirect customers away from her till to reduce the number of customers she would serve, which created confusion because no one was stationed at till 6.

When I expressed confusion, saying, “You are confusing me,” Lucy dismissively replied, "It’s your problem, you should have been patient then." This was both inappropriate and unprovoked, and suggested that I shouldn't have moved some of my items to till 6. I clarified that I had only moved some items due to the announcement, not out of impatience, but she doubled down repeating that I should have patiently waited & that "that's your problem not mine."

I quietly returned my items to her till since I was at the front anyway and decided not to respond because she was clearly hell bent on creating a scene as she was talking with an elevated voice.

While scanning my groceries, she continued to behave in a deliberately patronising and provocative manner. When I responded “no” to her question about having a Lidl plus card, she retorted: "You say no thank you." When I said I was paying by card, she snapped, "You say card pleeeeease." This was not only inappropriate, but humiliating and antagonistic, especially in front of other customers. It appeared designed to provoke and escalate the situation further. Saying "no" was more polite than she deserved at that time, because I was incensed whilst avoiding to speak or stoop to her level.

Despite the provocation, I maintained my composure. As a married parent of two, I found her manner so degrading. I left the store then returned to ask her Black colleague for her name. Lucy then shouted her name loudly across the tills, saying, “It’s Lucy!”, in a tone that was aggressive and meant to embarrass me publicly by showing the customers who had witnessed her abuse, that she didn't care whether I complained or not.

I request that an investigation for harassment & gross misconduct is conducted as she was overtly rude, enjoys public humiliation, aggressive shouting, makes unprovoked demands for courtesy whilst equally being hostile and triggering anger, possible racial bias or discriminatory undertones.

It is vital that customers are treated with dignity and that staff like her are held accountable for conduct that falls below professional standards.

If the store manager I spoke to after misrepresents our chat in order to cover Lucy's back, I am in a position to disprove this.

Just been to lidl ,Brandon Road, Coventry, and feel strongly enough to write a review here. We,myself and my son,were buying quite a bit of stuff. I saw some LED lights which I wanted. As is often the case, in lidl many of the boxes where open. I told my son to get the remaining 4 but to check them as the boxes were open. My son checked and one of the boxes had missing batteries, so I told my son to get the other 3 and leave that one. . The security/guard
Shift manager Emad, confronted my son and told him not to open the boxes(which would be fair enough, had they not already been opened). My son explained he was checking the boxes as they had been opened. The security, Emad,said don't open them ,buy them ,take them home and if there's an issue bring them back. My son pointed out that this was a ridiculous suggestion,when it was obvious the boxes had been opened,and all he was doing was checking everything was there,which it turned out it wasn't. As I'm sure many of us who have shopped at lidl will attest ,opened boxes etc is a regular thing and to be honest,it would not be the first time I'd taken something home,after buying it from there,that something was missing. The security/shift manager,(obviously they are short of staff ,so the guy was doubling up on his role,) refused to accept what my son was explaining, in effect,accusing him of stealing. My son said "you can see all three lights in my mums trolley and the one left there,non have been taken. We had over £300 of goods in the trolley so why steal something worth less than £3? My son continued to explain that we are buying all the ones left,only leaving the one with no batteries. I asked the guy,Emad,Whats the problem was and he stood,hand in pocket,right in my face and said I'm telling everyone not to open boxes.i then said ,but they were already opened. Why are you making such a big deal? To be honest,I was massively embarrassed as Emad was definitely making his presence seen and felt,and all customers were aware. I told him ,don't you dare accuse us of stealing,to which he replied,then don't open boxes. WE HADNT OPENED THEM!! THEY WERE ALREADY OPEN.He was rude,arrogant and extremely confrontational. My son said leave the shopping and let's go,to which he replied "go on then" very smugly. I said no ,I've come here to do my shoppIng and im not leaving without it. To which Emad said "You're not getting a choice",all this time,standing inches away from my. He was intentionally trying to stir something up and standing very close,with a smug grin,trying to wind up the situation. Unfotunately I rose to it telling him "how dare you,you are obviously looking for a reaction" to which he replied,whilst smirking "go for it!!" . I was furious and shouted at him again"how dare you" "what exactly is it you want me to go for?". My son asked him not to be so rude and intimidating to his mother, and to please be respectful. He just smirked,hand in pocket,obviously, as previously said trying to get a reaction. I did get truly angry and asked exactly what are you asking ne to go for in such an intimidating manner? I am an older woman, so he obviously wasn't too wary of me but I believe was looking for a reaction to his rude behaviour from my son to create a scene. He was most definitely on a power trip. I left there in tears. He walking right behind ne ,as if escorting me out,the only thing that was needed was his hand in my shoulder. He was so close i could feel his breath.. I asked him to stand away from me and stop making it look like he was escorting me out,he refused,at which point the deputy manager,Harry,who he had called to get involved,asked him to go away and "you are antagonising the situation". His whole manner,demeanour and spoken attitude,was rude,confrontational. Such a person should not be in this type of role. His interpersonal skills were sorely lacking and his management and de-escalation skills were non existent. He had obviously had a boring day and was attempting to stoke something up. I will be making a formal complaint to lidl as I have never felt so embarrassed and intimidated and so upset.

I've been shopping at these supermarkets for 5 years now, just the last time on 28/11 I came back at 15:00 I saw something I didn't like, I saw an employee who was placing or fixing things in the fridge and had stepped on the fridge with her shoes. which is something unhealthy because if there was a child or was it my child and he put his hands where he had stepped? like a supermarket, I like to shop, I like the products. and I like it when there is Greek week, I buy a lot of things, and well done to you for doing that, and the employees at the checkout are very helpful and happy... I just didn't like an employee stepping back into the refrigerator with shoes

Their staff is awful. I went into Bradon road, Coventry Lidl, and the staff shouted at my son who has additional needs.... yes granted he got the batteries out of the used battery thingy, but maybe make them not accessible to little hands.
I got filthy looks from staff including the manager....
The staff member made me feel like crap. I cried in there and not one staff member including the manager asked if I was OK etc.
The previous time I went in there, the lady cashier was rude as my son was running and I've been trying to calm him. She was saying some horrible stuff about my son.
Spoke to a manager but he didn't seem to care. He didn't take any of my details etc.