Clarks - Lymington Reviews 3

The young lady who served me was lovely. She was helpful and spent time helping me put the shoes and boots on as I have a disability which made this difficult.

She was caring and very polite. I will be going back to Clarkes in Lymington again

I am writing to formally raise a complaint regarding an upsetting experience I had today while visiting your Clark’s Lymington branch with my two children to be fitted for school shoes.

Firstly, I would like to commend Scarlett, who served us. She was absolutely fantastic – attentive to both my children, patient, and extremely understanding and supportive of my son’s additional needs. She communicated with him wonderfully and made what is usually a very stressful experience for me much more positive.

Unfortunately, our visit was then overshadowed by the behaviour of the store manager, Rachel. While my daughter was being fitted, my son (who has diagnosed ASD and ADHD, along with severe sensory needs) began moving the small leather stools where we were sitting. Two other members of staff had previously reassured me that this was not a problem, as no other customers were nearby, and my son was calm and content.

Without warning, Rachel came out abruptly from the back of the store and very sharply told my son “no, no, get off,” while moving the stools back. Her tone was abrupt and dismissive, and it was very clear from the situation – and from what had already been explained – that my son has additional needs. I fully understand the importance of health and safety policies, but in this instance, there was no risk to him or anyone else and the situation was being calmly managed.

The way Rachel spoke to both my son and myself was unnecessary, rude, and extremely upsetting. It showed a complete lack of understanding of how to appropriately engage with children with additional needs, and certainly fell short of the standard of professionalism and compassion I would expect from a manager.

I am making this complaint not only because of how poorly we were treated, but because I strongly believe staff in management positions – especially in a family-focused store such as Clark’s – should receive training on how to appropriately and kindly interact with SEN children and their families. No parent should feel judged or spoken down to when simply trying to buy shoes for their children.

I hope this feedback will be taken seriously and addressed at the appropriate level, as today’s experience has left me reluctant to return to this store.

I look forward to hearing how this matter will be handled.

Great welcome, very professional and thorough