Boots Worker Asks Woman with Facial Birthmarks If She's Dressed as Burns Victim for Halloween
A young woman with distinctive facial birthmarks has described the profound emotional trauma she suffered after a Boots worker asked if she was attending a Halloween party dressed as a 'burns victim'. Amba Smith, a 24-year-old makeup and wig artist from Lincolnshire, was purchasing shampoo at a Boots store in Buckinghamshire when the shocking encounter occurred on February 16.
The Cruel Encounter at the Checkout
Miss Smith, who was born with a port-wine stain covering much of her face and neck along with a second birthmark known as Cutis Marmorata that gives her skin a marbled red appearance, recounted the full details of the incident. She had been staying at a hotel for work experience and visited the store to buy shampoo, feeling confident and comfortable in her skin without wearing makeup to cover her birthmarks.
'I placed my bits down and I looked up at the woman on the till,' Miss Smith explained. 'I greeted her with a warm smile, which is something many people with visible differences do to ease tension. She responded normally at first, then asked, "Are you going to a Halloween party? Is that why you are wearing the mask of a burns victim?"'
The staff member then compounded the insult by asking if Miss Smith was heading to an Easter party and had deliberately drawn pink and purple spots on her face. Miss Smith sharply corrected her, stating that they were birthmarks, before quickly leaving the store feeling stunned and humiliated.
Years of Medical Treatment and Childhood Bullying
Miss Smith, a recent graduate from the University of Greater Manchester in Bolton, has undergone years of medical treatment including laser therapy for her birthmarks. The port-wine stain on her face and neck is associated with Sturge-Weber syndrome, while the Cutis Marmorata affects both sides of her body from shoulders downward.
Despite being bullied throughout her childhood for her distinctive skin, Miss Smith had worked hard to accept and embrace her appearance. She even creatively incorporates her birthmarks into makeup looks that she shares online, transforming what was once a source of insecurity into artistic expression.
Confidence Shattered by Retail Encounter
The Boots incident has significantly undermined the confidence Miss Smith spent years building. 'At the moment, I am still feeling a lot of that blame and negative energy toward myself regarding the interaction,' she confessed. 'It made me feel vulnerable and like I was a child again. I honestly thought there was progress toward inclusivity and acceptance of visible differences.'
In a particularly cruel twist, the encounter coincided with the release of Miss Smith's collaboration with skincare brand CeraVe, which aimed to champion people with facial differences. She described feeling like a 'hypocrite' when seeing the campaign, which featured her saying she no longer needed to cover her skin.
Determination to Advocate for Change
Despite the trauma, Miss Smith has become more determined than ever to advocate for people with facial differences. Her TikTok video documenting the experience has garnered nearly one million views, sparking important conversations about awareness and sensitivity.
'This experience has made me more determined to see change,' she stated. 'I feel disgusted that this is happening in stores where people might go to buy products, perhaps even to cover their visible differences. This is happening in 2026 when visible differences aren't something hidden anymore.'
Miss Smith now channels her experiences into her makeup artistry, creating illusion-based looks that incorporate her birthmarks as creative elements rather than flaws to conceal. She also works closely with the charity Changing Faces, which offers support to those with visible differences.
Boots Responds with Investigation and Apology
A Boots spokesperson responded to the incident, stating: 'We are deeply sorry about this customer's experience, which falls short of our values of respect and inclusivity. We are investigating this incident with our store team as a priority and have been in touch with the customer directly to express our unreserved apologies.'
Miss Smith encourages anyone with a facial difference who may be struggling to reach out for support through organizations like Changing Faces, emphasizing that acceptance is a gradual process requiring community and understanding.
