An Asda shopper has demanded an apology from the superstore after her trolley “stopped dead”, causing it to crash into the store’s door which she claims resulted in her needing more physiotherapy.
Lucy Cousins, from Llandudno in North Wales, was left stunned and in pain after a security measure caused the trolley to stop suddenly as she headed for the exit, triggering the alarm and prompting a security guard to confront her.
The employee then proceeded to check whether she had a valid receipt for her purchases on Saturday before letting her go.
The incident is believed to have resulted from a security system involving devices which can cause the wheels of shopping trolleys to lock.
Ms Cousins, 47, who has two slipped discs as well as endometriosis, said she is now having to restart physiotherapy for her back problem.
She told NorthWalesLive: “I walked straight to the door and as I got to the door my trolley stopped dead, causing me to crash into it and fall over the trolley.
“I lean on the trolley and use it as a walking aid.
“I plough along with it in an effort to get through the shop as quickly as I can because I’ve got limited time upright. It was a fright and the alarms went off. I don’t understand why it stopped.”
Ms Cousins added: “I told the security guard how much it had hurt and he said ‘yes, it does hurt’. He waved his hand to indicate the (trolley) sign which is on the glass next to the door.
“But at the time it was early so the opticians wasn’t open and their stuff was piled up in front of the sign. I came out in tears.”
She continued: “I couldn’t phone the customer helpline because it didn’t open till 9am. So I drove to my parents and phoned from there.
“They were apologetic and put me onto somebody from the store, who was also apologetic, and promised somebody would call me back on Monday.
“They were apologetic but the store manager said there was nothing wrong with their trolleys, that it was not a mistake and that it was my fault for not going to a pay point which is completely wrong as I did.
I’m hurt physically. The whole thing was quite upsetting. If they’d said at the time it happened ‘here’s a £25 voucher, we’re desperately sorry, can you please forgive us?’ I would have walked away thinking that they cared.
“Now, I’m upset with them. I’m cross.”
Express.co.uk has approached Asda for comment.
