A mother shopping with her young daughter in a Kent supermarket has described being made to feel like a criminal after a security guard physically barred them from leaving the store. Sophie Powell visited the Asda supermarket in Bouverie Place, Folkestone, on a Wednesday morning with her seven-year-old daughter, Alanah, for a routine shopping trip that turned into a distressing confrontation.
Supermarket Visit Turns into Confrontation
Sophie had purchased milk and a jar of pasta sauce, paying at a self-scan till where she declined to take a receipt. With Alanah feeling hungry, the pair then visited the supermarket cafe before re-entering the main store to meet Sophie's partner, who was also shopping. As they attempted to leave with their bag of purchases, a security guard stopped them and demanded to see proof of purchase.
Sophie recalled the incident, stating: “She said, ‘Have you got a receipt?’ I said no, and showed her the items. She said, ‘You're not leaving until you show me your receipt’.” The mother explained she was initially shocked by the demand, which quickly escalated into a panic-inducing situation.
Physical Restraint and Emotional Distress
The security guard became increasingly rude and confrontational, continuing to demand the receipt despite Sophie showing the purchased items. When Sophie attempted to leave the premises, asserting she had paid for the goods and had nothing to hide, the guard took more drastic action.
“She physically stood in front of me and my daughter and barred us from going,” Sophie explained. This physical restraint left both mother and daughter feeling detained and humiliated in full view of other shoppers. The situation reduced young Alanah to tears, with the seven-year-old becoming confused and frightened by being prevented from leaving the store.
Management Intervention and Apology
Eventually, a store manager intervened, apologising to Sophie and Alanah before allowing them to leave. The manager suggested the security guard might have been “having a bad day,” though this explanation did little to alleviate the distress caused by the incident.
Supermarket chain Asda has since issued an apology to Sophie, with a spokesperson stating: “We want every customer to have a positive experience when shopping with us. While we may occasionally ask for proof of purchase, this is always done with the best intentions. We’re sorry to hear about Sophie’s experience and have asked for her contact details so we can speak with her directly and better understand her concerns.”
Lasting Impact and Customer Response
Despite the apologies, Sophie says the ordeal has left her feeling singled out and embarrassed, particularly given her daughter's presence. “It made me feel very singled out, like a criminal with my seven-year-old – she was in absolute tears,” she said. “To physically stop me from leaving the store was the bit that I was not comfortable with. That's what made me feel like I'm a criminal. I was just utterly shocked and embarrassed.”
The care worker has vowed never to shop at Asda again and is seeking a formal apology and explanation from the company. She emphasised that while she understands shoplifting is a serious issue, security measures should be applied reasonably: “I understand shoplifting is really bad, but you have to have a reason to stop, or a suspicion to stop, somebody. At the self-check-out, you have a camera pointing at you. I had gone through that process, to then be stopped and absolutely humiliated when there was clearly no evidence for her to stop me at that point.”
This incident raises questions about retail security protocols and their impact on innocent customers, particularly when children are involved. The emotional distress caused to both mother and daughter highlights the need for balanced approaches that protect businesses without alienating legitimate shoppers.
