Racial Profiling/ Bags search + stealing accusations
Most of their lowest comments have been racially profiling of their loyal customers + accused of stealing. I didn’t believe it until i witnessed it myself today.
My mother is an elderly Black African woman and a regular customer at this store. Unfortunately, she has now experienced what appears to be repeated discriminatory treatment from a staff member named Sonia on at least two separate occasions.
On both occasions, while attempting to pay for her shopping, Sonia asked my mother to open her personal bags so they could be searched, despite there being no reasonable basis to suspect wrongdoing. This made my mother feel publicly embarrassed, humiliated, and singled out in front of other customers.
I fully understand that retail theft is a genuine concern, and I say this as someone who works in retail management myself. However, there is a clear difference between following store procedures professionally and repeatedly targeting the same elderly customer in a manner that appears selective and discriminatory.
My mother often brings reusable shopping bags from outside stores, which is extremely common. The bags in question were visibly different from Lidl bags, tied up, and clearly distinguishable from current shopping purchases. Despite this, she was repeatedly treated with suspicion by the same employee.
Today, after entering the store together, my mother specifically asked to avoid Sonia’s checkout because she felt uncomfortable and upset due to previous interactions. When I asked why, she explained that Sonia “always assumes I have something hidden in my bags.” Hearing that was deeply concerning and upsetting.
I then approached the staff member calmly to discuss the matter. She was not wearing a visible name badge, and when I politely asked for her name, she responded dismissively and initially refused to provide it, even after I explained the reason for my concern.
She then asked, “Who is your mum?” and when I pointed my mother out, she paused for several seconds, clearly recognising both my mother and the previous incidents being referred to.
Due to Sonia’s attitude and refusal to handle the situation appropriately, I requested to speak with a manager. Initially, she refused to call one, and I had to insist before a manager named Ben eventually attended.
Ben listened to both sides, provided Sonia’s name, and apologised on behalf of the store, which I appreciated. However, the apology should have come directly from the employee responsible for the conduct in question.
I find the entire situation unacceptable. No customer — especially an elderly woman — should feel intimidated, racially profiled, or repeatedly singled out while shopping in your stores. The fact this happened publicly, in front of other customers, made the experience even more humiliating for my mother.
I’m not one to take things further but if a company like this tolerating this within their work ethics ( seen all around their lowest reviews and not doing anything about it). Then this is very disturbing
