Dangerous and aggressive security guard at Viale Ergisto Bezzi, 69, 20146 Milano MI
Review for Lidl located at: Viale Ergisto Bezzi, 69, 20146 Milano MI
We used to shop here frequently, but a terrifying experience 3 months ago made us stop completely.
A tall, Black, bald security guard working on the second floor (who is often seen angrily arguing on his phone) was also managing the self-checkout. We had a large cart of groceries, but one item was missing its barcode. When we politely asked what to do, the guard aggressively told us to walk all the way back to the end of the store to find a replacement. Because we were exhausted, we calmly told him we would just leave that item behind.
Suddenly, he started shouting and insulting us, demanding that we personally go back and return the item to its original shelf. He became so aggressive that he started stepping toward my wife. I had to step in because I genuinely feared he would get physical; his eyes did not look normal and he was completely furious. Thankfully, a kind cashier intervened, called us over, and easily added the item for us. She was calm, but it felt like this was behavior she has to deal with regularly.
We submitted a formal complaint through the Lidl app that same day. They promised to handle it, but nothing has changed. I checked back recently, and he is still working there and still managing the self-checkout.
Why is a security guard handling customer service at self-checkout? Even if the store is short-staffed, he needs serious training. If it's a store rule that customers must return flawed items, it should be explained politely. For comparison, when we had a similar issue at Carrefour, the staff member kindly went and swapped the item for us.
We really liked Lidl—especially your selection of flowers and cacti—but until this dangerous guard is removed from customer-facing roles, we will continue shopping at Carrefour and Pam instead.