Shop’s apology to customer
THE PETS at Home store in Bridgend has issued an apology to a pensioner with health problems who was denied the use of their toilet.
A PENSIONER with serious health problems soiled himself in a shop when staff denied him the use of their toilet, his daughter said.
The 71-year-old man – who is diabetic, has prostate problems and takes a number of tablets – needed to use the toilet while in Pets at Home in Bridgend.
But despite stressing his urgent need to three different members of staff, he was told to cross a busy road to McDonald’s and use their public toilets, his daughter Anna Thorington said.
Pets at Home has since apologised following the incident on Wednesday, March 15, including a company director telephoning Anna to personally apologise.
The company has also promised to remind staff “of the importance of dealing sympathetically with such requests”.
But Anna said the family, who have been cus- tomers of the store for 10 years, will never shop there again.
“He’s completely mortified,” said the 40-year-old from Bridgend.
“My dad has had lots of health problems over the last two years. He’s had a triple heart bypass, he’s been told he’s got diabetes, prostate problems and he had an anaemia problem where he kept passing out.
“His medication gives him an upset tummy now and again.”
Anna said her dad – who is too embarrassed to be identified – was shopping at around 1pm when he realised he needed to go to the toilet urgently.
She said a staff member in the grooming parlour and two on the shop floor denied him use of the staff toilet citing store policy.
As there was no public facility nearby, they told him to cross Bridgend Re- tail Park road to McDonald’s.
“He expressed his urgency,” said Anna.
“I am absolutely disgusted. Have they lost their humanity towards their customers?”
Anna said her father failed to make it out of the store before soiling himself.
“It was just humiliating for him,” she said.
A Pets at Home spokesperson said: “We are extremely sorry to hear about this customer’s experience and would like to offer our sincere apologies for the discomfort and embarrassment he was caused.
“One of our directors has contacted the customer to apologise personally and we will take immediate steps to remind our colleagues of the importance of dealing sympathetically with such requests.”
Anna added: “All my dad wants is for this not to happen to anyone else.”