Sense Charity Shop

Complaint Regarding Discriminatory Treatment in Charity Shop Dear Sir/Madam, I visited your charity shop today, 16/05/2026, at approximately 10:15am with my grandmother. What was meant to be a lovely day out together turned into a very upsetting and uncomfortable experience. When we first entered the shop, everything seemed normal. I was looking for a shoulder bag for my grandmother and then went to the toy section to find a small car for my little one. Afterwards, I returned to my grandmother while she was browsing for trousers. During this time, I noticed two female members of staff or volunteers — one blonde lady and another with light brown straight hair — repeatedly watching and following my grandmother as though they suspected her of stealing. I stopped and observed the situation myself, and it became very clear that they were closely monitoring her without any reason. When I questioned the behaviour, one of the ladies responded by saying she could “do what she likes.” I explained that she needed to show respect and understand that we live in a diverse and mixed community where nobody should feel judged or targeted because of their appearance, background, language, or race. The body language, facial expressions, and overall attitude we received made us feel extremely unwelcome and uncomfortable. My grandmother is 60 years old, and it deeply upset me to see her treated in such a disrespectful manner. A charitable organisation should be a place where all members of the community feel safe, respected, and welcomed. No one should ever feel discriminated against or unfairly judged while simply shopping. I hope this matter is taken seriously and addressed appropriately so that no other person or family has to experience this kind of treatment in the future. Kind regards, Thank you

Yesterday I visited this store after a few months of being unable to and had a terrible experience whilst being there when usually, I enjoy visiting. Upon my visit I noticed a bag on a shelf that was made up of real rabbit fur, I found this very distressing and found a volunteer to help. The volunteer called Nessa over for me to express my concern. Well, I was completely embarrassed when the manager of the store who more or less laughed in my face when explaining how wrong it was to have that bag there. She made me feel so little and my concerns invalid. I hope that other people do not get this kind of treatment when visiting. I can safety say that I will not be visiting again.

Last week I overheard a conversation taking place at the till where there was an agreement between a customer and the person serving that certain stock items would be taken off sale and kept specifically for that customer when they became available. This is supposed to be a charitable organisation, not some backhanded trade deal. The individual left the store and immediately took the saved items up the road to another shop and sold them on at a profit.

The lady serving today was so lovely and friendly, she greeted everyone that walked through the door and thanks everyone when leaving. Really great customer service.

Great range, friendly staff, well laid out store and good prices