Lancashire TelegraphBlackburn shop calls security over Darwen pensioner's cookie (From Lancashire Telegraph)

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Blackburn shop calls security over Darwen pensioner's cookie

Lancashire Telegraph: ‘STERN ACTION’: Thelma Williams ‘STERN ACTION’: Thelma Williams

A PENSIONER said she was left humiliated when Marks and Spencer cafe staff called security while she was eating a biscuit she’d bought in the store.

Thelma Williams, 86, of Sudell, Darwen, said she was told that she had ‘got to put it away now’ by a staff member in the cafe at the Blackburn town centre store.

A guard was then called because she had tucked into the 39p cookie.

Thelma, who had been out with her daughter Deborah Nairn, 50, and grandsons David, 14, and Callum Nairn, 11, said she had been left extremely distressed by the incident, which was witnessed by other customers in the cafe.

At the time her family were treating her to a day out, including a trip to the cinema to see Nanny McPhee.

She said they had gone to the store at around 1pm before the 2.50pm showing of the film.

Thelma had bought a scone and biscuit from the food section of the store and her daughter treated them to lunch in the cafe.

After a toasted sandwich Thelma, decided not to have a cake but would eat her biscuit, which she had been saving for her tea.

But as soon as she bit into it a member of staff marched over to her and told her she could not eat the product due to the VAT difference on cafe-bought and shop-bought food.

She said they then called security.

Thelma said: “The security guard was being stupid, he was stern.

"The staff member said that she would take further action.

“I thought it was petty and ridiculous. I realise they have rules to stick to but it was so silly, I felt stupid. They made me feel like I had committed a crime.

“It was just one biscuit that I had bought from the shop downstairs. I didn’t know I was going to eat it.

“The situation was crazy, I would have paid the extra 10p for sitting in the chair to eat it.

“All the customers were looking at me, it was so embarrassing and very distressing. I couldn’t sleep that night.

“If someone even more vulnerable than me was faced with this situation it would have been even more distressing for them.”

A spokesperson for Marks and Spencer refused to comment on Mrs Williams' comments and would only say: “Marks and Spencer policy is that Marks and Spencer cafe customers must only consume items bought within the cafe area.”

Sudell councillor Roy Davies branded the store’s actions ‘absolutely disgusting’.

He said: “Marks and Spencer have recently announced substantial profits and you would have thought with the good quality reputation they have, something like this just couldn’t happen.

“To be quite honest it’s ridiculous and the lady should receive an apology - and a free packet of biscuits.

“This wants taking up with Marks and Spencer and I’d be more than happy to help.”

Comments (60)

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8:55am Mon 12 Apr 10

ossy says...

Everyone knows or should know you can't eat goods that weren't bought in the cafe, even if it was from the same store. Rules are rules.
Everyone knows or should know you can't eat goods that weren't bought in the cafe, even if it was from the same store. Rules are rules. ossy
  • Score: 0

8:56am Mon 12 Apr 10

brossen99 says...

Typical Corporate Nazi M&S, I personally stopped shopping there when they started charging for carries bags to appease the eco-fascists. Then Rose attempts to come over all cuddly like a polar bear in the media, but like the real animal he would probably rip your head of if it meant increasing profits.
Typical Corporate Nazi M&S, I personally stopped shopping there when they started charging for carries bags to appease the eco-fascists. Then Rose attempts to come over all cuddly like a polar bear in the media, but like the real animal he would probably rip your head of if it meant increasing profits. brossen99
  • Score: 0

9:15am Mon 12 Apr 10

Chris P Bacon says...

ossy wrote:
Everyone knows or should know you can't eat goods that weren't bought in the cafe, even if it was from the same store. Rules are rules.
'Rules are rules' Yeah, right. The law is a **** not fit to write the rules.
[quote][p][bold]ossy[/bold] wrote: Everyone knows or should know you can't eat goods that weren't bought in the cafe, even if it was from the same store. Rules are rules.[/p][/quote]'Rules are rules' Yeah, right. The law is a **** not fit to write the rules. Chris P Bacon
  • Score: 0

9:20am Mon 12 Apr 10

Private I says...

M&S reputation has really gone down under Stuart Rose's leadership and most people will be glad to see the back of him.
His latest foray into the world of politics are a case in point, where he has criticised an increase in National Insurance, which is a progressive measure where those who earn the most pay higher contributions, and seems happy with the alternative of higher VAT extended to items like children's clothes and food that everyone has to pay.
M&S reputation has really gone down under Stuart Rose's leadership and most people will be glad to see the back of him. His latest foray into the world of politics are a case in point, where he has criticised an increase in National Insurance, which is a progressive measure where those who earn the most pay higher contributions, and seems happy with the alternative of higher VAT extended to items like children's clothes and food that everyone has to pay. Private I
  • Score: 0

9:32am Mon 12 Apr 10

mikebuk says...

A) People whine about people breaking the rules and then whine when they are brought to task for doing so.

B) If this lady was 36 and not 86, this would not even have got paper/net space.

C) Good way to get yourself seen with the traditional 'I am a victim of my own stupidity' face.
A) People whine about people breaking the rules and then whine when they are brought to task for doing so. B) If this lady was 36 and not 86, this would not even have got paper/net space. C) Good way to get yourself seen with the traditional 'I am a victim of my own stupidity' face. mikebuk
  • Score: 0

9:33am Mon 12 Apr 10

AnimalReid says...

BIG NEWS!!!
...
WOMAN EATS COOKIE IN AREA SHE SHOULDN'T.
...
Apparrantly tomorrows headline is 'MAN THROWS CIGARETTE STUB OUT OF CAR WINDOW'
BIG NEWS!!! ... WOMAN EATS COOKIE IN AREA SHE SHOULDN'T. ... Apparrantly tomorrows headline is 'MAN THROWS CIGARETTE STUB OUT OF CAR WINDOW' AnimalReid
  • Score: 0

10:15am Mon 12 Apr 10

Blackburn Dude says...

This is news ?

People get distressed at trivial matters every day... should the LT report such incidents as 'news' too ?
This is news ? People get distressed at trivial matters every day... should the LT report such incidents as 'news' too ? Blackburn Dude
  • Score: 0

11:59am Mon 12 Apr 10

Davidoff says...

What I find interesting when people shout 'is this news? it's a waste of paper?' is that it obviously bothers them enough to wastes words on it! Thing is, we all know such people would be doing it themselves if it happened to them. If it doesn't directly affect you why waste time commenting just for the sake of it?

.

As to what actually happened. It's how it was dealt with, really. Which I think is important, needed to get highlighted.

'Rules are rules'

.

Yes, they sure are. Except when it gets applied to the staff who clearly possessed no common sense. Maybe that person needs 'retraining' because most sensible people who represent their companies (maybe they employ chavs now in M&S, it's gone that downhill it seems so what can you expect really?) would have dealt with this in private. What purpose did it serve doing this in front of others? Hardly professional is it? Perhaps the person concerned should not have done this, but there again it's again how the staff member dealt with it. A clear OTT approach. Let's see? How old was this staff member? Because it seems they aren't mature enough to use something called 'discretion'. Was the lady in question a gun toting terrorist in the store? Nope. So this staff member's actions were clearly outrageous in perspective. Certainly OTT if nothing else.

.

Sorry but this is no way to treat customers. If any of those who have commented in the negative on this article for 'wasting space' think it is then you are in the wrong jobs, clearly and maybe customer orientated positions aren't for you.

.

If nothing else this article has shown up an incident that should never have occured to begin with. So, then, maybe that staff member and M&S should have a think about their customers a bit more. Because, sersiously, this DOES put people off shopping in their shops.

.

And I also agree with the part about anyone more 'vulnerable'. It certainly would have.

.

Once at Booths, Clitheroe. An old lady was caught 'shoplifting'. The lady was very distressed, very disorientated ... in fact she had something like alzeihmers. The manager there humiliated her at the cashout, branded her a 'thief' and barred her from the store. From what I remember of the CAT report it turns out that the lady hadn't eaten for a few days. She had clearly a problem with her memory and anyone reading has a relative who suffers with dementia will know exactly how it affects that person. So, rather, than using some discretion the manager there bullied this person at the cashout. I imagine because she was an old lady, was very confused - which most people with common sense would likely have seen straight off no doubt or considered something might have been wrong - it made it easier for the manager to belittle them in such an horrendous way.

.

As to this report. It highlights that the person who was responsible for this maybe shouldn't be in that job and needs 'relocating' to a position where he/she has no customer contact. If Marks and Spensers are happy to employ people who treated their customers this way (rightly or wrongly; was the guard going to wrestle her to the ground for example for 'resisting' or arguing with the clearly OTT staff person's actions?) then you really HAVE gone way down in many people's estimations. Don't imagine this incident as highlighted here is isolated, either, because there are plenty of such instances throughout the country at shopping centres, in stores where staff have clearly acted in such a way towards people that if you didn't know it was a 'serious' thing you'd swear it belonged on one of those outtake shows they are so hilarious if not for the seriousness behind it all. Would M&S have then further wasted police time for example over 39p if it went that far? Seems to me these days that if you run up against the mad staff member from hell in a shop or place of work, security is called because they know they are wrong, so send for 'back up' to bully people.
What I find interesting when people shout 'is this news? it's a waste of paper?' is that it obviously bothers them enough to wastes words on it! Thing is, we all know such people would be doing it themselves if it happened to them. If it doesn't directly affect you why waste time commenting just for the sake of it? . As to what actually happened. It's how it was dealt with, really. Which I think is important, needed to get highlighted. 'Rules are rules' . Yes, they sure are. Except when it gets applied to the staff who clearly possessed no common sense. Maybe that person needs 'retraining' because most sensible people who represent their companies (maybe they employ chavs now in M&S, it's gone that downhill it seems so what can you expect really?) would have dealt with this in private. What purpose did it serve doing this in front of others? Hardly professional is it? Perhaps the person concerned should not have done this, but there again it's again how the staff member dealt with it. A clear OTT approach. Let's see? How old was this staff member? Because it seems they aren't mature enough to use something called 'discretion'. Was the lady in question a gun toting terrorist in the store? Nope. So this staff member's actions were clearly outrageous in perspective. Certainly OTT if nothing else. . Sorry but this is no way to treat customers. If any of those who have commented in the negative on this article for 'wasting space' think it is then you are in the wrong jobs, clearly and maybe customer orientated positions aren't for you. . If nothing else this article has shown up an incident that should never have occured to begin with. So, then, maybe that staff member and M&S should have a think about their customers a bit more. Because, sersiously, this DOES put people off shopping in their shops. . And I also agree with the part about anyone more 'vulnerable'. It certainly would have. . Once at Booths, Clitheroe. An old lady was caught 'shoplifting'. The lady was very distressed, very disorientated ... in fact she had something like alzeihmers. The manager there humiliated her at the cashout, branded her a 'thief' and barred her from the store. From what I remember of the CAT report it turns out that the lady hadn't eaten for a few days. She had clearly a problem with her memory and anyone reading has a relative who suffers with dementia will know exactly how it affects that person. So, rather, than using some discretion the manager there bullied this person at the cashout. I imagine because she was an old lady, was very confused - which most people with common sense would likely have seen straight off no doubt or considered something might have been wrong - it made it easier for the manager to belittle them in such an horrendous way. . As to this report. It highlights that the person who was responsible for this maybe shouldn't be in that job and needs 'relocating' to a position where he/she has no customer contact. If Marks and Spensers are happy to employ people who treated their customers this way (rightly or wrongly; was the guard going to wrestle her to the ground for example for 'resisting' or arguing with the clearly OTT staff person's actions?) then you really HAVE gone way down in many people's estimations. Don't imagine this incident as highlighted here is isolated, either, because there are plenty of such instances throughout the country at shopping centres, in stores where staff have clearly acted in such a way towards people that if you didn't know it was a 'serious' thing you'd swear it belonged on one of those outtake shows they are so hilarious if not for the seriousness behind it all. Would M&S have then further wasted police time for example over 39p if it went that far? Seems to me these days that if you run up against the mad staff member from hell in a shop or place of work, security is called because they know they are wrong, so send for 'back up' to bully people. Davidoff
  • Score: 0

12:03pm Mon 12 Apr 10

burner says...

AnimalRied, there IS a story today, " Cat Stuck Up Tree " - now that really takes the biscuit.
AnimalRied, there IS a story today, " Cat Stuck Up Tree " - now that really takes the biscuit. burner
  • Score: 0

12:42pm Mon 12 Apr 10

slammer says...

Rules are rules and at the end of the day they must be followed strictly otherwise there is no point in making them.
However what happened to a quiet: "excuse me love but would you mind not eating that here in this area please!"
A little bit of chivalry goes a long way.
Rules are rules and at the end of the day they must be followed strictly otherwise there is no point in making them. However what happened to a quiet: "excuse me love but would you mind not eating that here in this area please!" A little bit of chivalry goes a long way. slammer
  • Score: 0

12:58pm Mon 12 Apr 10

Ken Shuffles says...

Where there was once initiative, we now have retards and zombies who are eager to leap into action - but only according to some other persons rules.

This Lady should receive a £50 voucher and a public apology from M&S for making The Humiliation of Elderly customers more important than a stupid pointless and futile rule implemented by one of their brain-dead employees who went on one of their corporate training courses for the brainless.
Where there was once initiative, we now have retards and zombies who are eager to leap into action - but only according to some other persons rules. This Lady should receive a £50 voucher and a public apology from M&S for making The Humiliation of Elderly customers more important than a stupid pointless and futile rule implemented by one of their brain-dead employees who went on one of their corporate training courses for the brainless. Ken Shuffles
  • Score: 0

1:03pm Mon 12 Apr 10

Ken Shuffles says...

Rules also, clearly, make People sick in the head slammer. They make them - we just have to sacrifice our brain to implement them.
Rules also, clearly, make People sick in the head slammer. They make them - we just have to sacrifice our brain to implement them. Ken Shuffles
  • Score: 0

1:06pm Mon 12 Apr 10

Ken Shuffles says...

These are THE RULES! - now give me your Brain.
These are THE RULES! - now give me your Brain. Ken Shuffles
  • Score: 0

1:54pm Mon 12 Apr 10

Mike Costa says...

Mike Costa says:You cant beat a good rule, and this one is fantastic!
Well done M&S and Stuart Rose.
About time people who should know better (she's 86 you know!), got to grips with 2The Rules".
Jail wouldn't be good enough for her.
Mike Costa says:You cant beat a good rule, and this one is fantastic! Well done M&S and Stuart Rose. About time people who should know better (she's 86 you know!), got to grips with 2The Rules". Jail wouldn't be good enough for her. Mike Costa
  • Score: 0

2:26pm Mon 12 Apr 10

lwg76 says...

Boycott this Heartless company.

I have.

Better still boycott Blackburn.

I take it then that M & S has banned Breastfeeding on their premises as well and does not permit bottle feeding either.
Boycott this Heartless company. I have. Better still boycott Blackburn. I take it then that M & S has banned Breastfeeding on their premises as well and does not permit bottle feeding either. lwg76
  • Score: 0

3:13pm Mon 12 Apr 10

GP says...

So, she ignore huge signs and was she was told by staff to put it away. Presumabley she ignored that request too and she wonders why it went as far as it did.

Just because someone is old they shouldn't be allowed to pick and choose what rules they obey and which ones they don't.
So, she ignore huge signs and was she was told by staff to put it away. Presumabley she ignored that request too and she wonders why it went as far as it did. Just because someone is old they shouldn't be allowed to pick and choose what rules they obey and which ones they don't. GP
  • Score: 0

3:21pm Mon 12 Apr 10

Ken Shuffles says...

It seems Any Rule that stops us behaving like a simple Human Being has validity. Rules like this are for Retards and customs and excise officials. If I buy food, pay for food, I expect to eat that food wherever and whenever I choose to. Let this woman eat her biscuit and let M&S EAT THEIR RULES.
It seems Any Rule that stops us behaving like a simple Human Being has validity. Rules like this are for Retards and customs and excise officials. If I buy food, pay for food, I expect to eat that food wherever and whenever I choose to. Let this woman eat her biscuit and let M&S EAT THEIR RULES. Ken Shuffles
  • Score: 0

3:29pm Mon 12 Apr 10

Ken Shuffles says...

Why wasn't she arrested and given an asbo or some community service or something ? She shouldn't have to be humiliated, M&S Staff don't have any rights over when and where she eats the food she bought. She might be elderly but eating a biscuit doesn't make her a criminal threat to the economy or the social order for goodness sake.

The Staff need to get a grip of reality.
Why wasn't she arrested and given an asbo or some community service or something ? She shouldn't have to be humiliated, M&S Staff don't have any rights over when and where she eats the food she bought. She might be elderly but eating a biscuit doesn't make her a criminal threat to the economy or the social order for goodness sake. The Staff need to get a grip of reality. Ken Shuffles
  • Score: 0

3:33pm Mon 12 Apr 10

Ken Shuffles says...

GP,

People forget - Everyone is FREE to choose which rule to obey and which rule to break. Whether a Person is young or old has nothing to do with obeying or breaking the rules.
GP, People forget - Everyone is FREE to choose which rule to obey and which rule to break. Whether a Person is young or old has nothing to do with obeying or breaking the rules. Ken Shuffles
  • Score: 0

3:35pm Mon 12 Apr 10

Ken Shuffles says...

Beware - eating biscuits in the wrong places could lead to a criminal record.
Beware - eating biscuits in the wrong places could lead to a criminal record. Ken Shuffles
  • Score: 0

3:59pm Mon 12 Apr 10

If_it's_not_broken_don't_fix_it says...

I'm going to shop at M & S now on principle!
I'm going to shop at M & S now on principle! If_it's_not_broken_don't_fix_it
  • Score: 0

4:48pm Mon 12 Apr 10

lwg76 says...

Rules are rules.
OK what is the most heinous crime a citizen can commit in this country?
Is it murder, rape, burglary, assault, No these are offences by citizens against citizens and do not count.

Is it ruining the country and defrauding the taxpayer by fiddling expenses, No the great and the good can do what they like.

It is NOT DOING WHAT YOU ARE TOLD.

Eating the wrong biscuit, Putting your recycling in the wrong bin, smoking in the wrong place, selling the wrong goldfish. In other words citizens must do as they are told.

In the beginning there was a corporate being who had an Idea. This Idea was embodied into the rule book. Once an Idea no matter how Moronic and Stupid has entered the rule book it attains the status of a Holy Writ, must never be questioned and must be Obeyed at all times on the pain of death or worse, the attention of a security officer.
Rules are rules. OK what is the most heinous crime a citizen can commit in this country? Is it murder, rape, burglary, assault, No these are offences by citizens against citizens and do not count. Is it ruining the country and defrauding the taxpayer by fiddling expenses, No the great and the good can do what they like. It is NOT DOING WHAT YOU ARE TOLD. Eating the wrong biscuit, Putting your recycling in the wrong bin, smoking in the wrong place, selling the wrong goldfish. In other words citizens must do as they are told. In the beginning there was a corporate being who had an Idea. This Idea was embodied into the rule book. Once an Idea no matter how Moronic and Stupid has entered the rule book it attains the status of a Holy Writ, must never be questioned and must be Obeyed at all times on the pain of death or worse, the attention of a security officer. lwg76
  • Score: 0

4:54pm Mon 12 Apr 10

Izanears says...

Well done M&S. I am sick and tired of seeing people of all ages eating as they walk rounds shops, in most cases the food has not even been paid for.
Well done M&S. I am sick and tired of seeing people of all ages eating as they walk rounds shops, in most cases the food has not even been paid for. Izanears
  • Score: 0

5:46pm Mon 12 Apr 10

enoch-powell says...

It starts off with a 39p biscuit .......what is next ???......The hard stuff !! , maybe some 45p peanut brittle or a double chocolate muffin for £1.00 , this will quickly escalate to the top end ....... £2.50 slice of chocolate tiffin with a blob of clotted cream and eventually will end as many have with a £3.95 raspberry and white chocolate cheesecake !....... I for one am glad she has been stopped before the downward spiral started and this woman should be grateful to the people she is condemning !
It starts off with a 39p biscuit .......what is next ???......The hard stuff !! , maybe some 45p peanut brittle or a double chocolate muffin for £1.00 , this will quickly escalate to the top end ....... £2.50 slice of chocolate tiffin with a blob of clotted cream and eventually will end as many have with a £3.95 raspberry and white chocolate cheesecake !....... I for one am glad she has been stopped before the downward spiral started and this woman should be grateful to the people she is condemning ! enoch-powell
  • Score: 0

7:09pm Mon 12 Apr 10

oaks 7 says...

If the cafe in Marks sell the same biscuits as the foodhall, then i don't see a problem.
If the cafe in Marks sell the same biscuits as the foodhall, then i don't see a problem. oaks 7
  • Score: 0

7:18pm Mon 12 Apr 10

tpreece01 says...

"Cafe to security.. There's a pensioner eating a biscuit in the cafe, can you attend?"

I'd like to have heard that call. Maybe shoplifters should send their grannies in as a decoy in future?
"Cafe to security.. There's a pensioner eating a biscuit in the cafe, can you attend?" I'd like to have heard that call. Maybe shoplifters should send their grannies in as a decoy in future? tpreece01
  • Score: 0

7:45pm Mon 12 Apr 10

Tosh67 says...

what a sad story,this older person has not had any dignity shown here by the lunatics in M&S, how dare they breach her human rights by escalating this.

another item to add to my list of why i wont shop in Blackburn T.C and in particular at any M&S - bunch of ignorant snobs.
what a sad story,this older person has not had any dignity shown here by the lunatics in M&S, how dare they breach her human rights by escalating this. another item to add to my list of why i wont shop in Blackburn T.C and in particular at any M&S - bunch of ignorant snobs. Tosh67
  • Score: 0

8:35pm Mon 12 Apr 10

ste.g says...

i wonder if she dunked??
i wonder if she dunked?? ste.g
  • Score: 0

8:37pm Mon 12 Apr 10

blackburn south says...

Any fool can make a rule and every fool will mind it!

Rules are for fools!
Especially EU rules.
Any fool can make a rule and every fool will mind it! Rules are for fools! Especially EU rules. blackburn south
  • Score: 0

9:06pm Mon 12 Apr 10

oimky says...

Hmm, some tact would've been nice in this situation.
Hmm, some tact would've been nice in this situation. oimky
  • Score: 0

9:09pm Mon 12 Apr 10

cyberpaul says...

How sadly typical of the nanny-state fasists who run Airstrip One these days.
I think only in this country could an elderly lady be confronted by a security guard over a cake-eating incident.
M&S are a much over-rated store - ordinary fare at inflated prices paid by middle-class snobs who have more money than sense.
And as for the type of moron who pursues the profession of security guard - well, that's what you get when cousins marry.
How sadly typical of the nanny-state fasists who run Airstrip One these days. I think only in this country could an elderly lady be confronted by a security guard over a cake-eating incident. M&S are a much over-rated store - ordinary fare at inflated prices paid by middle-class snobs who have more money than sense. And as for the type of moron who pursues the profession of security guard - well, that's what you get when cousins marry. cyberpaul
  • Score: 0

9:59pm Mon 12 Apr 10

lewops says...

Wow she did the govt out of the difference in VAT, M&S have some silly rules and this takes the biscuit(excuse the pun) this country is just getting worse and worse. The reason this has been reported is because it is such a pathetic reaction by M&S staff. As someone said earlier discretion goes a long way what next snatching bottles off babies in prams because the milk was bought elsewhere....same principle.
Wow she did the govt out of the difference in VAT, M&S have some silly rules and this takes the biscuit(excuse the pun) this country is just getting worse and worse. The reason this has been reported is because it is such a pathetic reaction by M&S staff. As someone said earlier discretion goes a long way what next snatching bottles off babies in prams because the milk was bought elsewhere....same principle. lewops
  • Score: 0

11:09pm Mon 12 Apr 10

31 YEARS says...

It's good to see the LET is giving us some hard hitting journalism. I don't think anyone comes out of this looking good. Firstly the old lady was stupid and ill-mannered for eating her own food in the cafe. The M&S staff could and should have dealt with it better.
God knows what the comments would be if we had a story of any substance.
It's good to see the LET is giving us some hard hitting journalism. I don't think anyone comes out of this looking good. Firstly the old lady was stupid and ill-mannered for eating her own food in the cafe. The M&S staff could and should have dealt with it better. God knows what the comments would be if we had a story of any substance. 31 YEARS
  • Score: 0

11:41pm Mon 12 Apr 10

watchingyou says...

31 YEARS DARWEN ! She wasn`t "Eating her own food " as you so Idiotically say, but was eating MARKS AND SPENCER bought "food".
Are there any more like you in Darwen?
31 YEARS DARWEN ! She wasn`t "Eating her own food " as you so Idiotically say, but was eating MARKS AND SPENCER bought "food". Are there any more like you in Darwen? watchingyou
  • Score: 0

3:45am Tue 13 Apr 10

fern leigh says...

what's happening to our town? we have no decent shops left,our market has gone forever,as a b/burn lass born and bred I'm ashamed of this town,and some idiot has a go at an old lady for eating a biscuit,that she actually bought in M&S.My mum is 84 and loves M&S and I'd hate to think something like that could happen to my mum.No wonder most folk are going shopping in other areas,I go out of town too.The next time my mum wants to go to M&S in b/burn I will wait outside for her.The pathetic person who did that to that old lady wants sacking,in my view that really takes the BISCUIT!
what's happening to our town? we have no decent shops left,our market has gone forever,as a b/burn lass born and bred I'm ashamed of this town,and some idiot has a go at an old lady for eating a biscuit,that she actually bought in M&S.My mum is 84 and loves M&S and I'd hate to think something like that could happen to my mum.No wonder most folk are going shopping in other areas,I go out of town too.The next time my mum wants to go to M&S in b/burn I will wait outside for her.The pathetic person who did that to that old lady wants sacking,in my view that really takes the BISCUIT! fern leigh
  • Score: 0

9:37am Tue 13 Apr 10

excaliber says...

Chip pan fire at Burnley as well
Chip pan fire at Burnley as well excaliber
  • Score: 0

9:49am Tue 13 Apr 10

No 2 says...

Sorry love but that is just the way the cookie crumbles...hmmmm
Sorry love but that is just the way the cookie crumbles...hmmmm No 2
  • Score: 0

10:07am Tue 13 Apr 10

TheReason says...

Why are people just swallowing what the LET says as though it's factual info?
Think for yourself would you, Jeez!
Has the assistant or security given their side of the story? No.
People that are in the wrong, in a public situation usually act foolish because they don't want to admit they're wrong.
I've been in the cafe plenty and believe me- Security would NEVER have been called unless she would not put the cookie away. Noone is going to 'march over'. Grow up, even though you are 86.
Why are people just swallowing what the LET says as though it's factual info? Think for yourself would you, Jeez! Has the assistant or security given their side of the story? No. People that are in the wrong, in a public situation usually act foolish because they don't want to admit they're wrong. I've been in the cafe plenty and believe me- Security would NEVER have been called unless she would not put the cookie away. Noone is going to 'march over'. Grow up, even though you are 86. TheReason
  • Score: 0

10:16am Tue 13 Apr 10

manitou says...

Staff at M & S totally handled the situation in a really bad way. I think the sales associate needs to remember one thing and one thing only that would prevent this situation from repeating itself. PRAISE IN PUBLIC AND COACH IN PRIVATE. Maybe M & S should retrain staff. She may be a very intelligent young lady, but she has zero common sense, a quality which you are born with and cannot be taught.
Staff at M & S totally handled the situation in a really bad way. I think the sales associate needs to remember one thing and one thing only that would prevent this situation from repeating itself. PRAISE IN PUBLIC AND COACH IN PRIVATE. Maybe M & S should retrain staff. She may be a very intelligent young lady, but she has zero common sense, a quality which you are born with and cannot be taught. manitou
  • Score: 0

10:30am Tue 13 Apr 10

watchingyou says...

Manitou, Bang-on-True. Takes someone outside of this SICK Country to see the truth ! By the way, I hope you are the REAL Manitou or Manitobe or Nan-Tan-In - Chor. Will you wait a while before you send the great Thunder-Bird after me ?
Manitou, Bang-on-True. Takes someone outside of this SICK Country to see the truth ! By the way, I hope you are the REAL Manitou or Manitobe or Nan-Tan-In - Chor. Will you wait a while before you send the great Thunder-Bird after me ? watchingyou
  • Score: 0

10:36am Tue 13 Apr 10

stanhillstan says...

the manager of this store needs to take a good hard look at themself. marks and spencers spend fortunes on staff training but where are the customer care skills needed to deal with this. the problem has just been escalated instead of someone taking ownership the manager has allowed a pass the buck culture to develope. Why wasnt time taken to explain fully in a friendly manner afterall she was a customer and probably a frequent and valued one at that. Commonsense should have prevailed here marks and spencers failed in its first duty of care.
the manager of this store needs to take a good hard look at themself. marks and spencers spend fortunes on staff training but where are the customer care skills needed to deal with this. the problem has just been escalated instead of someone taking ownership the manager has allowed a pass the buck culture to develope. Why wasnt time taken to explain fully in a friendly manner afterall she was a customer and probably a frequent and valued one at that. Commonsense should have prevailed here marks and spencers failed in its first duty of care. stanhillstan
  • Score: 0

10:52am Tue 13 Apr 10

TheReason says...

Why the hell are people assuming they know what happend and what the 'young lady' in question's motive are?
How do you know she DIDN'T explain fully (which she did) and why would you think the manager needs to take a good look at himself?

I was there at the time that this occured. The old woman was obnoxious, had much more just a cookie and sarcastically said 'The only place this is going is in my belly. You're not stopping me, go and get someone high and mighty'.

At this point, after being repeatedly told the terms and conditions, security was called. The security gaurd also explained everything to woman who drew attention to HERSELF by acting like a child.

People assume too much.
Why the hell are people assuming they know what happend and what the 'young lady' in question's motive are? How do you know she DIDN'T explain fully (which she did) and why would you think the manager needs to take a good look at himself? I was there at the time that this occured. The old woman was obnoxious, had much more just a cookie and sarcastically said 'The only place this is going is in my belly. You're not stopping me, go and get someone high and mighty'. At this point, after being repeatedly told the terms and conditions, security was called. The security gaurd also explained everything to woman who drew attention to HERSELF by acting like a child. People assume too much. TheReason
  • Score: 0

11:18am Tue 13 Apr 10

disgusted tunbridge wells says...

I feel we could have had a better description of the offending biscuit, anyway I'm going to M&S to buy a cake in the restaurant which I'm going to eat in the food isle, that'll fool 'em.
"More tea Vicar?"
I feel we could have had a better description of the offending biscuit, anyway I'm going to M&S to buy a cake in the restaurant which I'm going to eat in the food isle, that'll fool 'em. "More tea Vicar?" disgusted tunbridge wells
  • Score: 0

12:14pm Tue 13 Apr 10

watchingyou says...

disgusted tunbridge wells, Wish I had thought of that first. Just another point as follows; What happens if I go into Marks and buy a pair of trousers - change into them- ie after paying for them and then walk out with the old ones in the bag ? Would the Security Henchman Grab me ?
disgusted tunbridge wells, Wish I had thought of that first. Just another point as follows; What happens if I go into Marks and buy a pair of trousers - change into them- ie after paying for them and then walk out with the old ones in the bag ? Would the Security Henchman Grab me ? watchingyou
  • Score: 0

12:25pm Tue 13 Apr 10

watchingyou says...

TheReason, God help us she`s an OLD LADY, Are YOU not sick of this Police state like Most of us are. They should have simply said words to the effect; Out of Public view, ( " In future -if you will not conform to our rules then please do not come back" ) But Noooooooooo! Not POSING staff and Managers !
TheReason, God help us she`s an OLD LADY, Are YOU not sick of this Police state like Most of us are. They should have simply said words to the effect; Out of Public view, ( " In future -if you will not conform to our rules then please do not come back" ) But Noooooooooo! Not POSING staff and Managers ! watchingyou
  • Score: 0

12:42pm Tue 13 Apr 10

watchingyou says...

This is my final comment . ( And now some coward will comment crap at me after saying that) But here it is; Why was the Supervisor or Manager not called FIRST. Surely Service Trained personell could have quietly handled this after she had finished eating the stupid buiscuit. But no! Posers need to show the Public how powerfully authoritative they are. Even the Security man should have said to get the Manager or Supervisor. Saying I CATCH THEIVES NOT COOKIE MONSTERS.
This is my final comment . ( And now some coward will comment crap at me after saying that) But here it is; Why was the Supervisor or Manager not called FIRST. Surely Service Trained personell could have quietly handled this after she had finished eating the stupid buiscuit. But no! Posers need to show the Public how powerfully authoritative they are. Even the Security man should have said to get the Manager or Supervisor. Saying I CATCH THEIVES NOT COOKIE MONSTERS. watchingyou
  • Score: 0

1:30pm Tue 13 Apr 10

GP says...

TheReason wrote:
Why the hell are people assuming they know what happend and what the 'young lady' in question's motive are? How do you know she DIDN'T explain fully (which she did) and why would you think the manager needs to take a good look at himself? I was there at the time that this occured. The old woman was obnoxious, had much more just a cookie and sarcastically said 'The only place this is going is in my belly. You're not stopping me, go and get someone high and mighty'. At this point, after being repeatedly told the terms and conditions, security was called. The security gaurd also explained everything to woman who drew attention to HERSELF by acting like a child. People assume too much.
Suspected as much.
*
But ya know she's a pensioner and therefore can do what the hell she likes *rolleyes*
[quote][p][bold]TheReason[/bold] wrote: Why the hell are people assuming they know what happend and what the 'young lady' in question's motive are? How do you know she DIDN'T explain fully (which she did) and why would you think the manager needs to take a good look at himself? I was there at the time that this occured. The old woman was obnoxious, had much more just a cookie and sarcastically said 'The only place this is going is in my belly. You're not stopping me, go and get someone high and mighty'. At this point, after being repeatedly told the terms and conditions, security was called. The security gaurd also explained everything to woman who drew attention to HERSELF by acting like a child. People assume too much.[/p][/quote]Suspected as much. * But ya know she's a pensioner and therefore can do what the hell she likes *rolleyes* GP
  • Score: 0

3:09pm Tue 13 Apr 10

disgusted tunbridge wells says...

Story of the week so far, we need "Chip Pan Man" to have another fire to beat this
PS Has she got an agent yet?
Story of the week so far, we need "Chip Pan Man" to have another fire to beat this PS Has she got an agent yet? disgusted tunbridge wells
  • Score: 0

3:20pm Tue 13 Apr 10

TheReason says...

watchingyou wrote:
TheReason, God help us she`s an OLD LADY, Are YOU not sick of this Police state like Most of us are. They should have simply said words to the effect; Out of Public view, ( " In future -if you will not conform to our rules then please do not come back" ) But Noooooooooo! Not POSING staff and Managers !
No, God won't help us but I'll save that for an article with relevance.
And no, I'm not sick of this 'Police state'.
what's with the hysteria? Just be glad you live you live in a society that is democratic enough to give you the free speech that entitles you spout any opinion you like.
[quote][p][bold]watchingyou[/bold] wrote: TheReason, God help us she`s an OLD LADY, Are YOU not sick of this Police state like Most of us are. They should have simply said words to the effect; Out of Public view, ( " In future -if you will not conform to our rules then please do not come back" ) But Noooooooooo! Not POSING staff and Managers ![/p][/quote]No, God won't help us but I'll save that for an article with relevance. And no, I'm not sick of this 'Police state'. what's with the hysteria? Just be glad you live you live in a society that is democratic enough to give you the free speech that entitles you spout any opinion you like. TheReason
  • Score: 0

3:23pm Tue 13 Apr 10

TheReason says...

Just want to say sorry to anyone that has read my comments and thought- 'Why does he keep missing out and adding words?'.

My bad. I'm just a bit disslekzick today.
Just want to say sorry to anyone that has read my comments and thought- 'Why does he keep missing out and adding words?'. My bad. I'm just a bit disslekzick today. TheReason
  • Score: 0

6:25pm Tue 13 Apr 10

blueandwhitey79 says...

shoplifters get treated with more respect than this old dear M&S are crap anyway
shoplifters get treated with more respect than this old dear M&S are crap anyway blueandwhitey79
  • Score: 0

6:32pm Tue 13 Apr 10

31 YEARS says...

watchingyou wrote:
31 YEARS DARWEN ! She wasn`t "Eating her own food " as you so Idiotically say, but was eating MARKS AND SPENCER bought "food". Are there any more like you in Darwen?
I would hope there a few more like me in Darwen. From your comments you are not exactly helping with the IQ points for Blackburn. Try reading and understanding what people have written before spouting off.
You really do give the impression of being a child with nobody to talk to. Try the Job Centre.
[quote][p][bold]watchingyou[/bold] wrote: 31 YEARS DARWEN ! She wasn`t "Eating her own food " as you so Idiotically say, but was eating MARKS AND SPENCER bought "food". Are there any more like you in Darwen?[/p][/quote]I would hope there a few more like me in Darwen. From your comments you are not exactly helping with the IQ points for Blackburn. Try reading and understanding what people have written before spouting off. You really do give the impression of being a child with nobody to talk to. Try the Job Centre. 31 YEARS
  • Score: 0

9:27pm Tue 13 Apr 10

disgusted tunbridge wells says...

Good job she wasn't with her friend Louise
Good job she wasn't with her friend Louise disgusted tunbridge wells
  • Score: 0

3:19am Thu 15 Apr 10

K_B says...

Haha, I can’t believe that THIS story got more comments than actual news...

Some questions to be asked are:

1) Gosh, Was it really such a slow news day? I bet they'd kill for a murder.

2) Yes Rules are Rules and Yes Common sense is important too and Yes Chilvalry is an important albeit dead concept. Some people just can't make sense of life but is it a headline?

3) If we were to replace the frail 86 year old pensioner with a 16 year old "hoodie", What would you have to say?

Common sense goes both ways.
Respect goes both ways.
Rules go both ways.
Age is not a defence.
Thoughtlessness is not an excuse.
We are all responsible for our own actions and their consequences.

Biscuits are not fighting food folks… I mean it's not like she ate the scone! **** those M&S scone eating anarchists!

Besides... She's 86 and in her defence and her own words:

"I didn’t know I was going to eat it."...

I do understand what she means... After all, I didn't realise I'd be doing 125 along the M65 today either! And before you start, It's O.K... My 90 year old gran was with me!
Haha, I can’t believe that THIS story got more comments than actual news... Some questions to be asked are: 1) Gosh, Was it really such a slow news day? I bet they'd kill for a murder. 2) Yes Rules are Rules and Yes Common sense is important too and Yes Chilvalry is an important albeit dead concept. Some people just can't make sense of life but is it a headline? 3) If we were to replace the frail 86 year old pensioner with a 16 year old "hoodie", What would you have to say? Common sense goes both ways. Respect goes both ways. Rules go both ways. Age is not a defence. Thoughtlessness is not an excuse. We are all responsible for our own actions and their consequences. Biscuits are not fighting food folks… I mean it's not like she ate the scone! **** those M&S scone eating anarchists! Besides... She's 86 and in her defence and her own words: "I didn’t know I was going to eat it."... I do understand what she means... After all, I didn't realise I'd be doing 125 along the M65 today either! And before you start, It's O.K... My 90 year old gran was with me! K_B
  • Score: 0

9:50am Thu 15 Apr 10

atpat says...

Thought I would add my twopenuth. Get away from the "Old Dear" if she was suffering from a mental illness then the person she was with should simply have told the assistant and I am sure that would probablt be the close of the situation. From reading the artical and reading most of the comments this does not seem to be the case. She had gone into the store and bought food and then taken it into ta cafe knowing full well that it would probably cause some embarasment. That said and from what REASON says she compounded the situation by causing a scene. I am almost as old as the pathetic old lady, far better if she had had the simple dignaty of age and walked out, having learned a lesson. M&S run a business not a kindergarten!!!!!!!!
!!!!!!
Thought I would add my twopenuth. Get away from the "Old Dear" if she was suffering from a mental illness then the person she was with should simply have told the assistant and I am sure that would probablt be the close of the situation. From reading the artical and reading most of the comments this does not seem to be the case. She had gone into the store and bought food and then taken it into ta cafe knowing full well that it would probably cause some embarasment. That said and from what REASON says she compounded the situation by causing a scene. I am almost as old as the pathetic old lady, far better if she had had the simple dignaty of age and walked out, having learned a lesson. M&S run a business not a kindergarten!!!!!!!! !!!!!! atpat
  • Score: 0

3:49pm Fri 16 Apr 10

Barbara101 says...

manitou wrote:
Staff at M & S totally handled the situation in a really bad way. I think the sales associate needs to remember one thing and one thing only that would prevent this situation from repeating itself. PRAISE IN PUBLIC AND COACH IN PRIVATE. Maybe M & S should retrain staff. She may be a very intelligent young lady, but she has zero common sense, a quality which you are born with and cannot be taught.
As you appear to live in Canada it seems safe to conclude that you did not witness what happened so there is no validity to your claim that it was handled in a bad way or your rude assertion that the assistant has no common sense. You are just one of many who have taken what is written in the newspapers as truth. It's time for you to learn to listen to both sides of a story before you make any judgement instead of being so gullible as to think that people always tell the truth and the first version you hear of anything is the correct one.
[quote][p][bold]manitou[/bold] wrote: Staff at M & S totally handled the situation in a really bad way. I think the sales associate needs to remember one thing and one thing only that would prevent this situation from repeating itself. PRAISE IN PUBLIC AND COACH IN PRIVATE. Maybe M & S should retrain staff. She may be a very intelligent young lady, but she has zero common sense, a quality which you are born with and cannot be taught.[/p][/quote]As you appear to live in Canada it seems safe to conclude that you did not witness what happened so there is no validity to your claim that it was handled in a bad way or your rude assertion that the assistant has no common sense. You are just one of many who have taken what is written in the newspapers as truth. It's time for you to learn to listen to both sides of a story before you make any judgement instead of being so gullible as to think that people always tell the truth and the first version you hear of anything is the correct one. Barbara101
  • Score: 0

3:55pm Fri 16 Apr 10

Barbara101 says...

TheReason wrote:
Why the hell are people assuming they know what happend and what the 'young lady' in question's motive are?
How do you know she DIDN'T explain fully (which she did) and why would you think the manager needs to take a good look at himself?

I was there at the time that this occured. The old woman was obnoxious, had much more just a cookie and sarcastically said 'The only place this is going is in my belly. You're not stopping me, go and get someone high and mighty'.

At this point, after being repeatedly told the terms and conditions, security was called. The security gaurd also explained everything to woman who drew attention to HERSELF by acting like a child.

People assume too much.
Well said!
[quote][p][bold]TheReason[/bold] wrote: Why the hell are people assuming they know what happend and what the 'young lady' in question's motive are? How do you know she DIDN'T explain fully (which she did) and why would you think the manager needs to take a good look at himself? I was there at the time that this occured. The old woman was obnoxious, had much more just a cookie and sarcastically said 'The only place this is going is in my belly. You're not stopping me, go and get someone high and mighty'. At this point, after being repeatedly told the terms and conditions, security was called. The security gaurd also explained everything to woman who drew attention to HERSELF by acting like a child. People assume too much.[/p][/quote]Well said! Barbara101
  • Score: 0

4:21pm Fri 16 Apr 10

Barbara101 says...

watchingyou wrote:
disgusted tunbridge wells, Wish I had thought of that first. Just another point as follows; What happens if I go into Marks and buy a pair of trousers - change into them- ie after paying for them and then walk out with the old ones in the bag ? Would the Security Henchman Grab me ?
If you had a receipt to show that you had paid for them there would be no problem.
[quote][p][bold]watchingyou[/bold] wrote: disgusted tunbridge wells, Wish I had thought of that first. Just another point as follows; What happens if I go into Marks and buy a pair of trousers - change into them- ie after paying for them and then walk out with the old ones in the bag ? Would the Security Henchman Grab me ?[/p][/quote]If you had a receipt to show that you had paid for them there would be no problem. Barbara101
  • Score: 0

4:24pm Fri 16 Apr 10

Barbara101 says...

watchingyou wrote:
This is my final comment . ( And now some coward will comment crap at me after saying that) But here it is; Why was the Supervisor or Manager not called FIRST. Surely Service Trained personell could have quietly handled this after she had finished eating the stupid buiscuit. But no! Posers need to show the Public how powerfully authoritative they are. Even the Security man should have said to get the Manager or Supervisor. Saying I CATCH THEIVES NOT COOKIE MONSTERS.
But how do you know what actually happened if you were not there? Why are you so sure that this woman's version of events is the whole truth? People tell lies, you know.
[quote][p][bold]watchingyou[/bold] wrote: This is my final comment . ( And now some coward will comment crap at me after saying that) But here it is; Why was the Supervisor or Manager not called FIRST. Surely Service Trained personell could have quietly handled this after she had finished eating the stupid buiscuit. But no! Posers need to show the Public how powerfully authoritative they are. Even the Security man should have said to get the Manager or Supervisor. Saying I CATCH THEIVES NOT COOKIE MONSTERS.[/p][/quote]But how do you know what actually happened if you were not there? Why are you so sure that this woman's version of events is the whole truth? People tell lies, you know. Barbara101
  • Score: 0

4:29pm Fri 16 Apr 10

Barbara101 says...

stanhillstan wrote:
the manager of this store needs to take a good hard look at themself. marks and spencers spend fortunes on staff training but where are the customer care skills needed to deal with this. the problem has just been escalated instead of someone taking ownership the manager has allowed a pass the buck culture to develope. Why wasnt time taken to explain fully in a friendly manner afterall she was a customer and probably a frequent and valued one at that. Commonsense should have prevailed here marks and spencers failed in its first duty of care.
Were you a witness to what happened? If not, on what evidence do you base your remarks?
[quote][p][bold]stanhillstan[/bold] wrote: the manager of this store needs to take a good hard look at themself. marks and spencers spend fortunes on staff training but where are the customer care skills needed to deal with this. the problem has just been escalated instead of someone taking ownership the manager has allowed a pass the buck culture to develope. Why wasnt time taken to explain fully in a friendly manner afterall she was a customer and probably a frequent and valued one at that. Commonsense should have prevailed here marks and spencers failed in its first duty of care.[/p][/quote]Were you a witness to what happened? If not, on what evidence do you base your remarks? Barbara101
  • Score: 0

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