Disturbing footage has emerged showing John Lewis security personnel using what appears to be excessive force against a customer outside their flagship Oxford Street store, leaving the retail giant facing serious questions about its security protocols.
The video, obtained by the Daily Mail, captures the moment when multiple security guards physically restrain a shopper before slamming him onto the pavement. The incident occurred during daylight hours, shocking passing pedestrians and raising concerns about customer treatment in one of Britain's most prestigious department stores.
Witness Accounts Describe Chaotic Scene
According to eyewitnesses, the confrontation began inside the store before escalating dramatically outside the main entrance. "It was completely disproportionate," one bystander reported. "The man wasn't being aggressive - he was just trying to explain himself when they suddenly became physical."
Another witness described hearing the customer cry out in pain as he hit the ground, with security guards continuing to restrain him despite clearly having the situation under control.
Retail Security Under Scrutiny
The incident raises serious questions about the training and protocols governing retail security personnel in high-profile shopping destinations. John Lewis, known for its "Never Knowingly Undersold" customer service ethos, now faces potential damage to its carefully cultivated reputation.
Security experts suggest that while retail guards have a responsibility to protect staff and property, they must operate within strict guidelines regarding reasonable force. The footage appears to show behaviour that may exceed these boundaries.
Police Involvement and Ongoing Investigation
Metropolitan Police confirmed they attended the scene following multiple calls from concerned members of the public. "Officers responded to reports of an altercation outside a retail premises on Oxford Street," a police spokesperson stated. "The matter is currently being assessed to determine if any criminal offences have occurred."
John Lewis Partnership has launched its own internal investigation into the incident. In a statement, the company said: "We are aware of an incident involving our security team and are reviewing the circumstances thoroughly. The safety and wellbeing of everyone in our shops is our absolute priority."
Customer Rights Groups Express Concern
Consumer protection advocates have voiced alarm at the footage, describing it as part of a worrying trend in retail security. "This level of force against a customer is completely unacceptable," said a spokesperson for Consumer Rights UK. "Stores must balance security needs with appropriate customer treatment."
The incident comes amid growing scrutiny of private security operations across London's retail sector, with calls for better regulation and mandatory de-escalation training.
As investigations continue, the customer involved is understood to be considering legal action against both the security firm and John Lewis Partnership, potentially setting a significant precedent for retail security accountability.
