A mum-of-three says a routine trip to a budget supermarket left her and her young children “shaking” and in tears after a row broke out at the self-checkouts over a buggy.
Carla Taylor claimed a staff member at Lidl’s Gillingham branch shouted at her in front of her toddlers and told her to move her stroller, or leave her children at the front of the store while she paid.
The 36-year-old had stopped at the retailer in Medway Road to grab some breakfast essentials for her one-year-old daughter and nearly three-year-old girl.
Lidl has since apologised to the mum and says it has launched an investigation, adding it was not its intention for anyone to leave its store feeling “upset or dissatisfied”.
The incident happened on the morning of Friday, July 4.
Carla told KentOnline all the tills were closed at the time, so she headed for the self-checkout, but almost immediately, a male staff member told her she was in the way and pointed to the front of the shop.
“He told me, ‘buggy in the way, move it down over there’,” she said.
“He pointed to the front of the shop, outside the window, away from where I was standing.”
Carla said she was stunned by the suggestion she should leave her young daughters – both under three years-old – unattended.
“He expected me to leave my babies alone while I scanned my items,” she explained. “I said, ‘No, sorry, I’m not moving my babies and leaving them over there away from me.’ Then he started shouting.”
She said other customers saw what was happening and tried to intervene.
“A couple came to my defence and the woman told him his behaviour was disgusting,” she said.
“My kids were terrified. I was shaking.”
She claimed no other staff stepped in until a manager arrived, and even then, the staff member continued speaking over him.
Carla mentioned another female customer who tried to come to her rescue.
“She told him I shouldn’t be expected to leave my kids like that,” Carla said. “She really stood up for me.”
The manager eventually asked the employee to go to the back of the store and told Carla he would “have a word with him”.
Carla returned the next morning to speak with the manager but said she was told the matter wouldn’t be dealt with until Sunday.
She says the experience has left her and her children visibly shaken.
My kids were terrified. I was shaking
“My daughter was awake until after 11pm that night and still kept saying, ‘man shouting at mummy’,” she said.
Carla said she wanted to warn other parents and thank the couple who came to her aid.
“I want to say thank you to the people who helped me,” she added.
“I don’t know who they are, but I wouldn’t have coped without them.”
A Lidl spokesperson said colleagues may occasionally ask those shopping with them to help keep designated walkways and fire exits clear, in line with safety procedures.
They added: “This interaction did not reflect the high standards of customer service we expect in our stores.
“An internal investigation was launched as soon as it was brought to our attention, and our customer care team reached out to the customer directly.”
Lidl says there will always be the option of a manned checkout alongside the self-service tills.
