RB
Ramane boswell
Jan 22, 2026
Dear Sir/Madam,
UID: CAY26662457
Order Number: YAY290766495
Order Date & Time: 26 January 2022 at 11:
I am writing to make a formal and serious complaint regarding an extremely distressing and unacceptable incident that occurred in your store today at approximately 11:10 am, when I visited the store with my neighbour.
Upon entering the store, I saw Nathan at the counter and a staff member named Claire. I initially approached Claire and explained what I required regarding my order. Claire informed me that she did not have enough information and mentioned that she has learning difficulties / requires special support. She then approached Nathan for assistance.
When Nathan came to the till, his behaviour was immediately arrogant, aggressive, and completely lacking any customer service skills. He abruptly stated that I had only received “two radiators,” which was not what I was discussing. I clearly explained that I was not referring to the two bathroom radiators, but to two other radiators that should come with controllers.
I showed Nathan the online information confirming that each radiator comes with a controller free of charge, and that only the flame liquid in the can requires payment. Despite this, he repeatedly insisted that I had to pay for an additional controller. I calmly explained that he was misunderstanding the situation, but instead of listening, he began arguing, raising his voice, and shouting at me.
At this point, Nathan began swearing at me repeatedly, using the F-word, and continued to escalate the situation. I politely asked him to step back so I could continue dealing with Claire, but he refused and continued shouting. I then requested to speak to the manager and asked that the CCTV footage be reviewed.
Instead of calming the situation, Nathan became even more aggressive. He yelled, screamed, and swore at me in front of other customers, humiliating me publicly. He made extremely offensive remarks, including saying:
• “You have no privilege to talk to me”
• “You are not worth it”
• “You are nothing”
He repeated these statements several times and attempted to involve other customers, trying to turn them against me. This was deeply distressing and intimidating.
I was verbally abused, bullied, and disrespected in a public space. His conduct was threatening and completely unprofessional.
When I challenged his behaviour and told him that he had no customer service skills and was unsuitable for his role, the situation worsened. Even when Manager Leanne arrived, Nathan did not allow her to approach me, instead insisting on explaining his version first.
When Leanne was finally able to speak to me, she apologised sincerely. After reviewing the situation, she confirmed that Nathan had provided incorrect information, and that the radiators do indeed come with the controllers free of charge, as I had stated from the beginning. She corrected the issue immediately.
Leanne also informed me that this was not the first time Nathan had caused serious issues, and Claire came forward as a witness, confirming that Nathan has had multiple behavioural problems in the past.
Given this information, I am extremely concerned as to why someone with a known history of aggressive and abusive behaviour is still employed in a customer-facing role.
I formally request:
1. A full review of the CCTV footage from approximately 11:00–11:30 am on the date of the incident
2. A formal investigation into Nathan’s conduct
3. Written confirmation of the outcome of this investigation
4. Assurance that customers will not be subjected to this type of abuse in the future
I was treated with complete disrespect, verbally abused, sworn at, and humiliated, which is entirely unacceptable. I am taking this matter seriously and intend to pursue it further if necessary.
Please treat this complaint with the urgency and seriousness it deserves. I expect a full response in writing.
Yours faithfully,
Rami
