Hello, Just writing to you to give a feedback of the service we were given at Castle Hill Westfield store in NSW by an employee "Mumme". On 22nd July between 1.30 pm and 2:00 pm, we were at the payment counter to buy wine and other groceries. But she asked for Ids for my husband and me as we were together. My husband had the Id but my Id was in the car so I couldn't present it. But she refused to give us wine, but didn't explain why as she apparently couldn't explain, so then her colleague sitting at the back gave us the reason for that. It was weird and embarrassing as she was very rude and had sarcastic and was almost laughing or happy face when we were upset with refusal, as she knew there is nothing we can do according to the rules. We didn't understand why, as she had not reason to say no apart from not having the ID and then this rude behaviour was day spoiling for us (by the way I am almost 30 and not at all look less than 25 and we decent, if want you can check the surveillance camera recordings as well). But then we said at the counter that my husband will come again as a new shopper and I will stand outside, not knowing that once refused she will not let us buy again. But she again has that laughing face embarrassing us and not explain us that even if he comes again, she will not let us but the wine. She just let us go ahead, my husband again stood in the line and when he reached at the counter, she again refused him rudely. This was something we call misuse of the rights you are given. She was a RSA holder, if she refuses we cannot do anything and this was something she used, as she apparently was very confident that we cannot do anything. And to be honest, we could not think of any reason she would have done this, and sadly made us think that this act was of racist nature. But this not just about refusal, its also about rude and insulting attitude, bad communication skills and not wanting to help customers and explain anything they don’t know to avoid their inconvenience. This was the extreme level of insult and bad customer service as she was not ready to explain anything to us, she was just trying to make us do effort and then embarrass us, we couldn't understand why and will never do, because she could have explained us everything nicely at the very first time and made it easy for us, but she chose a really bad way. After that we asked us to talk to the manager, manager was very nice and apologetic to us. He explained us that if he was at the counter, he would have given us the drinks and as that lady has RSA and has refused us, he can't sell us now. So manager explained everything nicely and had good customer service, while Mumme gave a horrible experience at ALDI with her rude and insulting attitude, bad communication skills and not wanting to help customer and explain anything. We are regular customer of ALDI but after this incident we will always keep ourselves away from ALDI as it is hard to forget that insult to a decent customer without any reason. Kind Regards Neha