Caroline Butler, from Norfolk, widely known online as Caroline Shops, regularly showcases her remarkable finds from charity shops. She recently shared a video following a visit to a charity shop in Diss, Norfolk, where she uncovered several bargains but left feeling "quite sad" due to the customer service she received.
Customer Service Concerns
Kicking off her video, Caroline said: "I came to a charity shop this bank holiday weekend, and I was not happy about the customer service I received." She elaborated: "Ninety-nine per cent of the time I have incredible service at charity shops, but this was the exception. Now, don't get me wrong, the charity shop is incredible and I got some bargains, however, while I was in there they criticised social media, grilled me about how I made my money as a content creator, were seemingly very disparaging about my career, and I left feeling really quite sad about the whole exchange."
Caroline had visited the Priscilla Bacon Hospice Charity Shop in Diss, where she found "really good stuff." Among her haul was a pristine Radley purse for £6, which she noted looked like it had minimal wear. She also showcased a silver and black Austin Reed dress for £15, calling it a "bargain" and wishing it had been in her size. Other finds included a black and red Whistles blouse for £5.95, a red Windsmoor top for £3.95, and a lime green Lands' End cardigan for £4.
More Discoveries
Caroline also unearthed a floral Seasalt dress for £12.50, which she described as "maybe a little bit pricey." Additional discoveries included brand new multicoloured Nike shorts for £4.50, another pair of red shorts at £9.95, a floral summer dress for £4, and a bright pink tote bag for £6. She held up a red t-shirt featuring 1960s cartoon character Batfink, calling it "a blast from the past," priced at £3.95, alongside an England t-shirt for £3.
"The shop really is laid out beautifully and I love this bric-a-brac section," she said. From that section, she highlighted a "stunning" perfume bottle for £4 and a model of a "rather grumpy-looking" Westie dog for £1.50. She also noted a beautiful children's section with toys and games, including a Winnie-the-Pooh spinning top for £2.50 and a mysterious action figure she dubbed a "scary fella."
Viewer Reactions
Wrapping up her review, Caroline said: "Like I say, the shop is beautiful and there's loads of bargains, but I wasn't happy with the customer service." Viewers shared their opinions in the comments. One wrote: "It's time they accept in 2026 reselling and social media platforms are a real thing." Caroline clarified she is "not a reseller," prompting the commenter to respond: "Doesn't matter, even if you were a reseller, and you are on social media. The point is that staff should treat everyone the same, especially as these are both what many people are doing in 2026."
Another viewer commented: "I went to a charity shop the other week, I got dirty looks from them. I walked in wearing a hoodie and leggings with my two kids and judging by their prices I should have gone in with a Bentley." A third added: "Beautiful shop. But people are the problem always. No one has the right to criticise you. You help the shops by showing place and stock. What a shame."
The Priscilla Bacon Hospice Charity fundraises for the Priscilla Bacon Lodge in Colney, Norwich, where specialist hospice care is provided by the East of England Community Health and Care NHS Trust. The charity was contacted for comment.
