Churchill Square Shopping Centre

Although Google deleted my previous review, I will repost it. Staying silent this time could mean that this situation will happen again, and another customer might suffer the same mistreatment.

Two weeks ago, I visited Churchill Square to follow up on an issue regarding misconduct by a store within the shopping center. The manager I spoke with, who identified herself as the security and complaints manager, informed me that the store was solely responsible for the situation and that Churchill Square had no involvement in matters occurring within individual stores. She dismissively told me, "If you're unhappy with the result, write an email and complain again." She also said, "It’s the security staff's job to remove customers when stores ask; they don’t decide, they just follow instructions. The tenants are our clients. They pay us, and we assist them by removing customers if necessary, even if it is not correct. I’ve given you my verbal response: we can do nothing about this."

While I understand that individual stores are responsible for their own customer service, I find it inappropriate for Churchill Square management to completely distance themselves from such situations. Should security staff blindly follow store instructions without considering whether customers are being treated fairly? Should they remove customers without valid reasons just because a store requests it? I find this response unreasonable and asked to escalate my concerns to a senior manager, which I believe is the standard procedure for unresolved issues.

Unfortunately, the manager asked me to leave the mall and prohibited me from speaking to other staff. She also instructed the customer service desk not to provide contact details for senior managers or directors, claiming it was impossible to meet with them.

To make matters worse, a security staff member rudely shouted at me, "Follow me, just to the gate!" and physically pushed me in an aggressive and disrespectful manner. He placed his hand on my back, stood very close to me, and pushed me forcefully with his hand and shoulder. I felt threatened and intimidated as he demanded I follow him to the gate. I was terrified at that moment and asked him to stop touching me. He only stopped when some customers began watching him. This behavior was completely unacceptable, and I cannot let it go unchallenged, as it could easily happen to another customer.

They called the police in an attempt to force me to leave, yet the responding officer was very understanding. He kindly assisted me in requesting to speak with a senior manager. However, the Churchill Square manager again refused. When I asked whether senior managers or regular staff were handling my case, her response was vague. She said, "Everyone knows about this case. Senior staff, directors—they all know about it." She then added that even if I sent 10 complaints, the response would remain the same.

Ironically, they blocked my previous email address to prevent further communication. It was only after I reached out to the Ingka Center that they restored my previous email access.