Rachael Taylor, 37, from Tranmere, Merseyside, says she left a Home Bargains store in tears after a staff member made a disparaging comment about her three-year-old autistic daughter, Lottie. The incident occurred on Thursday, July 2, at the Home Bargains on Rock Retail Park in Tranmere.
Mother's Account of the Incident
Taylor, a mother of four, has two children with autism. She typically avoids taking them shopping due to sensory overload, but on this occasion, Lottie had to accompany her. As they approached the till, Lottie made an "ugghh" noise, a self-stimulatory behaviour (stimming) she uses when feeling overstimulated. Taylor explained that the noise can sound like crying but is actually a coping mechanism.
According to the National Autistic Society, autistic individuals often have heightened sensitivity to sensory experiences and may use stimming to regulate emotions. Taylor claims a female staff member at the till said she "couldn't stand" the noise, even after Taylor explained Lottie's condition.
Emotional Aftermath
Taylor told the Liverpool Echo: "I was hysterical. I went to tell the manager. She said she was shocked and she apologised. I'm just a mess. I can't believe it. They don't know the background. I had to leave the shop without my shopping." She added that she had a panic attack and burst into tears, feeling embarrassed as over 20 people witnessed the exchange. Other customers expressed support, but Taylor was deeply upset and angry.
Response from Home Bargains
A team leader apologised on the day, but Taylor says she had to chase up a response from TJ Morris, Home Bargains' parent company. The manager later called, but Taylor is still waiting for a promised call from the area manager. The Liverpool Echo approached TJ Morris for comment but had not received a response at the time of reporting.
Taylor emphasised the need for better public awareness: "This day and age, you don't say, shut the kids up, especially if you work with the public. Luckily my daughter doesn't understand. It was me and her dad who was affected the most."
