Primark — Local services in Great Britain

On 20.07.22 myself and my 11 year old daughter (whom has special needs) visited Primark, 48 Queens Street, Cardiff.

While shopping in store, my daughter, who, I may like to add, has hypomobilty disorder, therefore tires easily, decided to lay on floor to rest. A senior staff member approached my daughter, and apparently asked her to lift herself up off the ground.

My daughter did not respond to staff members request as she has a communication difficulties.

I, at time was waiting in the queue to purchase items. The staff member, went back to her duties, however, I asked staff member if she could make "reasonable adjustments" and allow me to continue to wait in queue while she perhaps could let me know (while I'm distracted at till) in the likely event my daughter may run off towards escalators.

Staff member agreed, however, pointed out HEALTH & SAFETY concerns for general public. I paused....took a deep breath, and ended the conversation at that moment.

My thought was Health & Safety policy gone crazy. Usually, when, out & about, adults walk around my daughter, and presumably, are aware of potential trip hazards?

Items paid for, and thanked senior staff member for her time.

As I'm heading out the store, remembered to enquire about returning other fashion items purchased on my very last recent visit, as items turned out to be of poor quality and unfit for purpose.

I approached a sales assistant, explained my issue, and was informed that, without a receipt, the refund policy states refunds cannot be issued.

I asked about perhaps an alternertive, and issuie me with a credit note. Staff member, advised me she would go speak with floor supervisor.

Floor supervisor came along and approached me with an unpleasant hostile manner. In an instant, knew my right to an exchange or credit note would not be granted, due to not providing receipt.

Baring in mind, the company refund policy, I asked for a copy of this. My request seemed as though it was completely dismissed.

In that moment, the floor supervisor turned her attention to my daughter laying on ground, "resting". Then, turned her attention back over to myself, asked me to lift my daughter from the floor, due to HEALTH & SAFETY measures.

By then, I had heard enough and explained I'm fully aware of trip hazards and presume majority shoppers also are?!

Conversation between myself and floor supervisor became heated. I asked staff member after already explaining, my daughter is non verbal, if she felt my daughter understands to ask her to lift herself up off the ground, rather than ask myself.

Then pointed out, crucially, to acknowledge my 11 year old and treat her as a typical child as she perceived her to be just that, by the jist of conversation.

My goal was to help floor supervisor to better understand the situation and perhaps make "reasonable adjustments".

In the same breath, was aiming for staff member to acknowledge my daughters condition?!

Staff member unfortunately seemed to have no awareness or lacked understanding, so suggested she perhaps seeks out some training around disability rights.

My main point, we should be able access the right to shop in peace without being penalised or shadowed by staff, whom lack understanding. More importantly, seek training to help better educate themselves and other staff dealing with all customers, respectfully as "!! individiluals.!!

Now writing letter of complaint to Head Office of our awful experience..and request / obtain...

Use to love primark lots of clothes etc at good prices but today was a nightmare .couldn't look at any shoes because girls with prams st down infront of shoes having a chin wag ?? I suffer with mental health bad and had to force myself not to freak out. No longer do good selection of jewellery as they now have a whole floor dedicated to homeware ? Primark is primarni known for its clothes etc but their is less chouce now empty shelves everywhere the one thing I don't understand that dosnt happy in any other shop is the ability to not be able to view without fighting threw a group of chatters ..the pushing shoving its more like a jungle its weird there is no order in this shop no respect for other people I started having an anxiety attack bad had to ring my son in work to come in primary get me so I asked member off staff please go put my basket of items behind till I'm having a meltdown I have mental health my son coning I will go get a tea compose myself and be straight back to get it I needed to just get out of there but she works not do it so I had to go to till all in a state ? I never experienced this in any other shop . All other shops were calm helpful accommodating. Something needs to be done maybe go to online shopping only as how anyone with a wheelchair could shop in here is beyond me ? I noticed a big diffrence today. So will be paying more for a easier...

Since my last post they still have not increased till staff. They have a huge selection affordable clothes, loads of people come for the throw away summer fashion they have on the main floor. Huge store friendly staff, and affordable fashion

I know it's throw away fashion because I have heard people saying that they would only wear it for the holiday and get rid of it.

I think that the store needs to do more to tell people to bring back the clothes when they return from holiday to be recycled... Maybe even provide an incentive, like a gift card if they bring back stuff or something like that because it just is not environmentally friendly otherwise.

Iove their affordable skincare range, the package is not fancy but the products are great.

I have removed another star because of the lack of till staff. And I just don't approve of throw away fashion.

We has popped in for thier great skincare range because my daughter loves it. But I don't think that the long queue time is justified when they built in the capability to have more staff.

We may just take our custom for skincare products elsewhere.

They offer a lot of sustainable fashion, made from recycled materials.

They also take old clothes regardless of the brand and condition...