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mariet825
Discrimination After sexual assault, theft Refused to Call Police, Security or provide safe space for disabled nan child
Selfridges的点评
点评：DISCRIMINATION CAUGHT ON CAMERA On 17 Feb 26, 13.45pm my little granddaughter Ruby Rose neurodivergent, stopped outside Selfridges video phoned her mum, she was full joy and glee, her dream of going to visit Jelly Cats fish and chip shop had been realised, (for months Ruby had watched tic tok videos) as we entered the store through the revolving doors, I put my phone in bag as I get very dizzy and didn't want to drop my phone. Whilst in the doors a man squashed himself in our compartment, started rubbing his penis on my back and breathing on me, terrified, stress is huge trigger was narcolepsy and cataplexy. As soon as we could we got out the revolving door the sex predator continued to push up against me, my maternal instinct was to move Ruby to safety, as soon as we got away from him, I said to Ruby I think that guy robbed us. Sure enough my phone, crucial medication, and little purse had gone. Both being neurodivergent you can perhaps imagine how difficult this was, already over stimulated by a crowded shop. We made our way straight to customer services. SECONDARY TRAUMA AND DISCRIMINATION. The women was dismissive, we asked her to call security, the police, she said there was nothing she could do. However she did phone my phone and it was still ringing. She concluded that because the phone was ringing out, I had lost my phone and nothing had happened in their store. She was then kind enough to go on to find my phone, at this point Ruby crying begging both women to help us, "my nannie disabled, she needs her medication, we can't get home, i'll never see my mummy again, please please help us" Ruby sunflower lanyard is clearly on display, she clearly in distress. Lauren continued and she was persistent and thorough in showing us the map, telling us we had to Brook Street to retrieve my phone. Remember this guy just sexually assaulted me, and robbed me. That we are two disabled vulnerable patrons. I explained I can't read maps or follow instructions, but she continued to say sorry there nothing we can do you need to go there. They refused to call security/ the police or even make log. Ruby words its because were disabled nannie they don't care, what is the point of wearing a lanyard if this how people treat us. I wish I was a regular kid" Selfridges own policies state they have zero tolerance to any kind of sex offences and discrimination. There are clear guidelines the police should be called, this has lead to offender being able to walk and dna evidence lost.
There is also a matter a quite safe space should of provided, instead we were sent out to track down the offender, There was no offer to call my banks, or concern for Ruby wellbeing.
We left store crying and terrified, the vendor across the road in green van, told is they are known for it, they don't want bad publicity. "Please madam you can't go to Brook street the police tell us all the time, never ever sent victims to try track them down. No money no mean to get home, an elderly women Jude, our guardian angel also said you can't go there. They both said there ws security on street and find one of them they will call the police for you. We found a couple security guards and another lovely young women who called the police for us. The police were very concerns and said they would get somebody out in a hour.In meantime the security guards and two women took us to Brook Street, there was no phone there. We came to london full of excitement a precious grandmother and grandchild moment. Ruby had her monzo card, so with help of security and the two women we were able to get ruby back in selfridges, which we had to do, as my daughter had phoned them, deeply concerned and customer service helpline said go back and get their names. We headed back in terrified, puffed up faces, This time Lauren was more compassionate, we said the police told she should of called the police, she agreed to inform security (I am grateful this should of done in first instance) She then said she would try and get ruby fast tracked for her jellycat fish and chip experience. Which she did, and this was kind as our train back to wirral was quickly approaching,
We walked through to Jellycats one part of ruby filled with joy and amazement yet heavy overshadowed by the trauma, and then 100s of people as it was half term. We approached the staff explained our situation, they were very busy , explained Ruby experiencing trauma and finds the environment very overwhelming. Selfridges claim they support hidden disability and publicly champion it but in theory it doesn't happen. Ruby had to sit stand in the queue for an hour, we were that frightened we had to sit on floor (CTV will show this)
Originally, the first few communications with head of customer services, were impressive, he came across genuine, compassionate and shocked, he told me he found the whole situation distressing and upsetting and would do his best put things right, restore of trust in the brand, get Ruby back in store etc. I believed him.
After speaking the 4th floor manager, Lewis informed us, that he was taking it very serious and more training would be given, both women on customer services both admitted they didn’t act in best way and apologised, one was leaving the company and the other had agreed to further training.
This was very important for Ruby and I, we never want anybody to experience such a catastrophic failure of basic customer service, discrimination, and safeguarding.
Then the U Turn
The Ceo Andre Meader , legal team and Lewis Browne
Confirmed their staff acted professionally and attentively throughout
There is also a matter a quite safe space should of provided, instead we were sent out to track down the offender, There was no offer to call my banks, or concern for Ruby wellbeing.
We left store crying and terrified, the vendor across the road in green van, told is they are known for it, they don't want bad publicity. "Please madam you can't go to Brook street the police tell us all the time, never ever sent victims to try track them down. No money no mean to get home, an elderly women Jude, our guardian angel also said you can't go there. They both said there ws security on street and find one of them they will call the police for you. We found a couple security guards and another lovely young women who called the police for us. The police were very concerns and said they would get somebody out in a hour.In meantime the security guards and two women took us to Brook Street, there was no phone there. We came to london full of excitement a precious grandmother and grandchild moment. Ruby had her monzo card, so with help of security and the two women we were able to get ruby back in selfridges, which we had to do, as my daughter had phoned them, deeply concerned and customer service helpline said go back and get their names. We headed back in terrified, puffed up faces, This time Lauren was more compassionate, we said the police told she should of called the police, she agreed to inform security (I am grateful this should of done in first instance) She then said she would try and get ruby fast tracked for her jellycat fish and chip experience. Which she did, and this was kind as our train back to wirral was quickly approaching,
We walked through to Jellycats one part of ruby filled with joy and amazement yet heavy overshadowed by the trauma, and then 100s of people as it was half term. We approached the staff explained our situation, they were very busy , explained Ruby experiencing trauma and finds the environment very overwhelming. Selfridges claim they support hidden disability and publicly champion it but in theory it doesn't happen. Ruby had to sit stand in the queue for an hour, we were that frightened we had to sit on floor (CTV will show this)
Originally, the first few communications with head of customer services, were impressive, he came across genuine, compassionate and shocked, he told me he found the whole situation distressing and upsetting and would do his best put things right, restore of trust in the brand, get Ruby back in store etc. I believed him.
After speaking the 4th floor manager, Lewis informed us, that he was taking it very serious and more training would be given, both women on customer services both admitted they didn’t act in best way and apologised, one was leaving the company and the other had agreed to further training.
This was very important for Ruby and I, we never want anybody to experience such a catastrophic failure of basic customer service, discrimination, and safeguarding.
Then the U Turn
The Ceo Andre Meader , legal team and Lewis Browne
Confirmed their staff acted professionally and attentively throughout
翻译：歧视被摄像头拍下 2月17日下午1点45分，我的小孙女露比·罗斯（Ruby Rose）是一位神经多样性人士，她停在塞尔福里奇百货公司（Selfridges）外面，用视频电话和妈妈通话。她欣喜若狂，因为她一直梦想着去Jelly Cats炸鱼薯条店，终于实现了（几个月来，露比一直在看TikTok视频）。我们穿过旋转门进入商店时，我把手机放进包里，因为我很容易头晕，不想手机掉下来。就在这时，一个男人挤进了我们的隔间，开始用他的生殖器摩擦我的背，并对着我呼吸。我吓坏了，压力是引发我嗜睡症和猝倒症的巨大诱因。我们一有机会就冲出了旋转门，但那个性侵犯者仍然继续用力顶着我。出于母性的本能，我赶紧把露比带到安全的地方。我们离开他之后，我对露比说：“我觉得那个人抢劫了我们。”果然，我的手机、重要的药物和小钱包都不见了。我们俩都是神经多样性人群，你可以想象这有多难熬，再加上拥挤的商店已经让我们过度兴奋。我们直接去了客服中心。这简直是二次创伤和歧视。那位女士态度冷漠，我们请她帮忙联系保安和警察，她说她无能为力。然而，她确实给我打了电话，电话还在响。她断定，因为电话响了，所以我的手机丢了，店里什么事也没发生。然后她好心地帮我找手机，这时Ruby哭着哀求两位女士帮忙：“我的保姆是残疾人，她需要吃药，我们回不了家了，我再也见不到妈妈了，求求你们帮帮我们！”Ruby的向日葵挂绳清晰可见，她显然非常痛苦。Lauren继续帮忙，她坚持不懈地给我们看地图，告诉我们必须去Brook Street才能找到我的手机。别忘了，这个人刚刚性侵了我，还抢劫了我。我们是两位残疾的弱势群体顾客。我解释说我不会看地图，也听不懂指示，但她仍然说抱歉，我们无能为力，你们必须自己去。他们拒绝叫保安/警察，甚至连记录都不做。Ruby说，就因为我们是残疾保姆，他们就不在乎，如果人们这样对待我们，那我们戴身份识别牌还有什么意义？我真希望自己是个普通孩子。塞尔福里奇百货公司自己的政策明明写着对任何形式的性犯罪和歧视都零容忍。明明有明确的规定，应该报警，却导致罪犯逍遥法外，DNA证据也丢失了。
更糟糕的是，他们本应提供一个相当安全的地方，结果却让我们自己去找罪犯。他们既没有主动提出帮我联系银行，也没有关心Ruby的安危。
我们哭着、惊恐万分地离开了商店。街对面开绿色货车的摊贩告诉我们，他们（塞尔福里奇百货公司）以这种事闻名，不想惹麻烦。“女士，您不能去布鲁克街，警察总是这么说，从来不会让受害者自己去找罪犯。”我们没钱，也没办法回家。一位名叫Jude的老妇人，我们的守护天使，也说我们不能去那里。她们都说街上有保安，找一个保安，他们会帮我们报警。我们找到了几个保安和另一位好心的年轻女士，她帮我们报了警。警察非常担心，说一个小时内会派人过来。与此同时，保安和两位女士带我们去了布鲁克街，那里没有电话。我们满怀兴奋地来到伦敦，期待着与孙女共度这珍贵的时光。露比有她的Monzo卡，所以在保安和那两位女士的帮助下，我们得以把露比带回塞尔福里奇百货公司。我们必须这么做，因为我女儿打电话给他们，非常担心，客服热线让我们回去记下他们的名字。我们惊恐万分地回到店里，脸肿得厉害。这次劳伦更体贴了，我们告诉她，警察说她应该报警，她同意通知保安（我很庆幸她一开始就应该这么做）。然后她说她会尽量安排露比快速进入Jellycat餐厅享用炸鱼薯条。她照做了，这真是太好了，因为我们回威勒尔的火车马上就要到了。
我们穿过Jellycats，来到Ruby所在的区域。Ruby在那里充满了喜悦和惊奇，但同时也笼罩在创伤的阴影之下。当时正值学校假期，人山人海。我们找到工作人员，解释了我们的情况。他们非常忙，我们解释说Ruby正在经历创伤，对周围的环境感到非常不知所措。塞尔福里奇百货公司声称他们支持隐性残疾，并公开倡导，但实际上并非如此。Ruby不得不在队伍里站着坐了一个小时，我们吓坏了，只能坐在地上（CTV会播出这一幕）。
最初，我们与客户服务主管的几次沟通令人印象深刻。他表现得真诚、富有同情心，并且感到震惊。他告诉我，他对整个情况感到痛苦和不安，并会尽力纠正错误，重建人们对品牌的信任。让Ruby回到店里等等。我相信他。
在与四楼经理交谈后，Lewis告诉我们，他非常重视此事，并将提供更多培训。两位客服人员都承认她们的行为不当并道歉，其中一位将离开公司，另一位同意接受进一步培训。
这对Ruby和我来说非常重要，我们绝不希望任何人经历如此灾难性的基本客户服务、歧视和安全保障方面的失败。
然后，情况发生了180度大转弯
首席执行官Andre Meader、法务团队和Lewis Browne
确认他们的员工在整个过程中都表现得专业且尽责。
更糟糕的是，他们本应提供一个相当安全的地方，结果却让我们自己去找罪犯。他们既没有主动提出帮我联系银行，也没有关心Ruby的安危。
我们哭着、惊恐万分地离开了商店。街对面开绿色货车的摊贩告诉我们，他们（塞尔福里奇百货公司）以这种事闻名，不想惹麻烦。“女士，您不能去布鲁克街，警察总是这么说，从来不会让受害者自己去找罪犯。”我们没钱，也没办法回家。一位名叫Jude的老妇人，我们的守护天使，也说我们不能去那里。她们都说街上有保安，找一个保安，他们会帮我们报警。我们找到了几个保安和另一位好心的年轻女士，她帮我们报了警。警察非常担心，说一个小时内会派人过来。与此同时，保安和两位女士带我们去了布鲁克街，那里没有电话。我们满怀兴奋地来到伦敦，期待着与孙女共度这珍贵的时光。露比有她的Monzo卡，所以在保安和那两位女士的帮助下，我们得以把露比带回塞尔福里奇百货公司。我们必须这么做，因为我女儿打电话给他们，非常担心，客服热线让我们回去记下他们的名字。我们惊恐万分地回到店里，脸肿得厉害。这次劳伦更体贴了，我们告诉她，警察说她应该报警，她同意通知保安（我很庆幸她一开始就应该这么做）。然后她说她会尽量安排露比快速进入Jellycat餐厅享用炸鱼薯条。她照做了，这真是太好了，因为我们回威勒尔的火车马上就要到了。
我们穿过Jellycats，来到Ruby所在的区域。Ruby在那里充满了喜悦和惊奇，但同时也笼罩在创伤的阴影之下。当时正值学校假期，人山人海。我们找到工作人员，解释了我们的情况。他们非常忙，我们解释说Ruby正在经历创伤，对周围的环境感到非常不知所措。塞尔福里奇百货公司声称他们支持隐性残疾，并公开倡导，但实际上并非如此。Ruby不得不在队伍里站着坐了一个小时，我们吓坏了，只能坐在地上（CTV会播出这一幕）。
最初，我们与客户服务主管的几次沟通令人印象深刻。他表现得真诚、富有同情心，并且感到震惊。他告诉我，他对整个情况感到痛苦和不安，并会尽力纠正错误，重建人们对品牌的信任。让Ruby回到店里等等。我相信他。
在与四楼经理交谈后，Lewis告诉我们，他非常重视此事，并将提供更多培训。两位客服人员都承认她们的行为不当并道歉，其中一位将离开公司，另一位同意接受进一步培训。
这对Ruby和我来说非常重要，我们绝不希望任何人经历如此灾难性的基本客户服务、歧视和安全保障方面的失败。
然后，情况发生了180度大转弯
首席执行官Andre Meader、法务团队和Lewis Browne
确认他们的员工在整个过程中都表现得专业且尽责。
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