Primark — Local services in Madrid

Last Friday, I was with my fiancée at the Primark Gran Vía store in Madrid. We purchased 21 items, but the cashier forgot to scan one of them, worth only €50. I brought the product to the register to pay, but the cashier did not include it.

At the exit, I was stopped by security guard Eduardo, from Prosegur, who treated me in a humiliating way. I showed the receipts for all the items I had paid, yet instead of taking me back to the cashier to resolve the mistake — as any professional company would do — I was treated like a criminal. I was locked in a room for almost two hours, without the right to speak to the cashier who attended me or to any manager. The situation was handled only by the security team, who acted with complete lack of empathy and professionalism.

Eduardo, in particular, insulted me with racist and discriminatory remarks, saying that I was “stealing because in my country money is not worth the same as the euro.” This is absolutely unacceptable.

As a result, I had to deal with the police, hire a lawyer, change my flight, pay for a hotel and other expenses. So far, I have spent €4,000 to defend myself from an accusation that came entirely from the store’s mistake and the negligence of the security staff. I have receipts and documentation for everything.

Even worse, this is not an isolated case: the same situation happened to my lawyer’s sister-in-law, in the same store. This shows that it is not just an accident, but a repeated practice.

I am completely outraged. I want to know what the official position of Prosegur and Primark will be regarding this matter. How can a client be accused of theft because a cashier failed to scan an item, and then be humiliated, racially insulted, and treated as a criminal?

If I do not receive a serious answer, I will proceed with legal action and make this case public across social...

This is an amazing 4 story store which is basically a mall with clothes for women, men, children and accessories. It can definately be overwhelming with a lot of people but trust me you will find lots of cute items at affordable prices. I spent like 3hrs here looking floor to floor. They also have elevators on two sides of the floors to make it easier for strollers but there are also escaltors in the middle. I found so many nice toddler and baby clothing that were good quality for a good price. They offer something for everyone and even have a Disney/Harry Potter section for kids and adults with the most adorable shoes. I ended up buying the Minnie rain boots for only 10 euros which was a steal and a lot more haha! I'm from the states and they recently only opened stores in Boston and Chicago which is really far for me since I live in the NW but would love a closer location so I could go all the time.

The lines seem long but they go by really fast and they have cashiers on each floor. One of the associates told me about the tax-free shopping option if I had my passport which was awesome! Luckily I had a pic of it on my phone. Save your recipets and scan them at the airport and get your VAT back which is available before and after security. I was able to get 20 euros back and spent it on lunch.

I am in love with this store when I first discovered it in Ireland a few years ago and can't believe how huge this location is in the center of Madrid downtown. Its definately a showstopper location and a must see if you're...

This store is exactly what you’d expect from a Primark on Madrid’s main shopping street; a massive temple of consumerism. At first glance, the building is impressive and flashy. But once inside, the chaos begins. The layout feels confusing, the displays are messy, and the floors could use more cleaning. It’s not all as polished as it seems from the outside.

What really stood out, though, is the complete lack of seating areas. There’s nowhere for us boyfriends, husbands, or anyone not actively shopping to rest. So we men end up loitering on the floor near escalators, under staircases, or awkwardly leaning against handrails for 2 hours. It’s uncomfortable and could easily be solved with a few benches.

And then there’s the bathroom situation. The toilets are not located inside the main shopping area but hidden in a separate part of the building, only reachable through a side entrance and a specific staircase. It feels almost like they don’t want customers to find them. When I finally did, the floor was covered in urine and the space hadn’t been cleaned in a while.

In short, it’s big and shiny, but behind the sparkle there’s a lot of disorder. A few basic improvements could make a...