Primark — Local services in Strasbourg

Disappointing experience and emotional distress at Primark! My partner was accused of theft for HIS jacket, and we ended up in a separate room for interrogation.

Just when we paid for our items, and tried to leave, the Security stopped us at the door, demanding to see our bag and proof of payment. Although we didn’t know what was going on, we cooperated fully, allowing them to inspect our belongings. They showed us a way to follow them through the store, although we were unaware what was wrong. We ended up in a separate room with 1 table and 2 chairs and 3 security personnel, instructing us to sit down. Anxiety set in as nobody explained to us why we were there.

The Security then asked my partner to take off his jacket. Confused, we complied. They revealed the issue wasn’t the bag but the jacket - his own jacket! Security mistakenly assumed my partner was attempting to steal a jacket, because he had carried it in his hands while in the store (it was warm), and then put it on when leaving. However, it was evident that jacket wasn’t from Primark - anyone could see a different name brand on it (Wellensteyn). We were shocked by this experience - instead of addressing the situation with sensitivity and professionalism by simple question at the door “Hey Mr. can I see your jacket for a second?”, we were subjected to a humiliating interrogation in a separate room, surrounded by three security personnel leaving us feeling like criminals.

I never thought that a simple shopping trip could turn into such an emotionally distressing event. The entire ordeal left my partner and me feeling anxious, embarrassed and falsely accused. The intensity of the situation was utterly disproportionate to the innocent act of carrying the jacket. This incident has significantly damaged my perception of your brand and raised serious concerns about the professionalism and training of your security team.

#CustomerExperience...

I respectfully suggest that this Primark branch consider installing EAS detection pedestals at the exit instead of relying on security staff to manually check customers’ bags. Being stopped and asked to open my bag—especially when I haven’t purchased anything—feels intrusive and unfair, as if I’m being presumed guilty without cause. A proper electronic system would offer a more respectful, consistent, and non-discriminatory approach to...

Centrally located store with a huge selection of affordable fashion for the whole family. Low prices and trendy options, though the quality can vary depending on the item. The store is often very crowded, especially on weekends, which makes shopping a bit hectic and checkout lines long. Staff are generally helpful, but service can feel inconsistent when the store is busy. Overall, it’s a great spot for bargains if you don’t mind the...