Visited on 17/02/2023 - Leicester Square - AwfulEntered the store area to be greeted by Nina and informed her that my wife, my 9 year old son & I would like to have a drink or two in the bar between our extensive shopping trip in the area. We were carrying quite a few bags and wanted to enjoy the Hard Rock experience. We were told that the bar was full and asked if we would like to wander around the store area for 10 minutes until space became available. We said that was fine and were happy to go around the store and in fairness we would more than likely of made purchases until space at the bar became available. My 9 year old son then said that he needed to use the toilet and we asked where this was. Nina told us it was downstairs so we went to make our way down so that he could use the toilet. As we started to ascend Nina shouted after us to stop as the toilets were for customer use only. We were most offended as we had already stated our intentions to use the bar and agreed to use the store until the bar was available. So I am of the honestly held belief that we were in fact customers. We were told that we must come back upstairs as soon as he had been to the loo. How humiliating that she felt the need to speak to grown adults like this and to try and stop a 9 year old using a toilet. We stood at the bottom of the stairs whilst he went to the loo. We then spoke to a female manager and she simply told us that this was not what she expected and that she would speak to Nina. Our son left and we stressed to the staff that this was not the experience we expected and we left the store. We understand that you as a large branded company have an expectation that people will naturally visit your premises and that you maybe can afford to be rude to customers.
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