Holland & Barrett - Acton

*Update: changed my initial negative review, big thanks to Adam working in this store. He's helpful and polite. The other staff I encountered the other day could definitely learn customer service skills from him. Popped in to pick up a click and collect order, I was told the order comes in a box, so I can take it in the box (previously I got a paper bag whenever I was collecting my orders), the staff member didn't have a name tag or uniform/apron on either (medium height, long, straight dark hair). No mention of the 10% off instore after picking up an order... Not the standards I'd expect from Holland and Barrett.

I am writing to express my disappointment with an incident that occurred today between 12;30 and 13;30 in your Acton store on the High Street. Upon entering the store with my support dog, I was approached by a staff member who rudely asked me to leave, stating that dogs were not allowed and it in H&B policy. I attempted to explain that my dog is a support animal and I have been coming here for years, but the staff member remained adamant and unaccommodating. According to your company’s policy, support dogs, including but not limited to guide dogs, hearing assistance dogs, emotional support dogs, or assistance dogs in training, are permitted in your stores due to the specific needs of the handler. This experience was both distressing and discriminatory. I kindly request that you address this matter with you staff by ensuring that this particular lady ( as I never had issues before) receives proper training to prevent similar occurrences in the future. Thank you!

I recently visited your shop in Acton to purchase some oils, but my experience was deeply disappointing. I interacted with an employee named Zanab, whose attitude was shockingly unprofessional. While I was inquiring about the oils, she engaged in a personal conversation with another customer, talking about her mum, completely ignoring my questions about the product. When I asked her name to address the situation, she responded dismissively, saying, “I’m Zanab, you don’t need to ask anyone.” Her tone was careless, and she even laughed as I left. To make matters worse, she sarcastically said, “Have a nice day,” in a way that felt mocking. I am appalled that a company of your size employs staff who show such blatant disrespect and rudeness toward customers. The other employees present did nothing to address this behavior either. This was an extremely disappointing experience, and I will not be shopping at your store again. I strongly recommend addressing this issue to improve the level of customer service provided at your establishment.