We were celebrating my sons 18th Birthday in London with family, and so visited Oxford Street as we have done so many times before, however never have I encountered such rude, aggressive and intimidating behaviour from a retail staff member – I feel that I am still in shock from the experience, it ruined our day and I was left shaking and emotional after such an encounter. Upon entering the store the doorman reached for my son and pulled him back saying he couldn’t come in with his drink. We were happy to adhere to the rules but I was less than happy with the way the message had been aggressively delivered – i felt he had been a little overzealous so I said to him that there was no need to be aggressive and I did not appreciate his approach. My son disposed of the drink and we entered the store and thought no more of the encounter until it was time to leave, the doorman obviously did not feel his earlier aggressive behaviour was enough – he proceed to lean right in my face (NOT WEARING A FACE MASK WHICH I AM ALSO VERY CONCERNED ABOUT AS HE HAS NOW PUT ME AT RISK) and whispered that he had spoken to management and I was barred for life and have a nice day in the most spiteful tone. I could not believe what I was hearing! I did not have a clue what on earth could have warranted this and he said that he did not like my tone so I was now barred for life. I felt very intimidated and so left the store however as my family (and other customers who also heard the encounter) were waiting outside they advised me to get his door badge number so I could make a formal complaint as they also had never witnessed such behaviour. I went back into the store to speak to the manager as I was absolutely disgusted with the way I had been treated by this individual and wanted to prevent him using such intimidating behaviour in the future. Even when I was talking to the manager (who actually was not at all aware of the issue – so he had made it up himself!) – could not have been more sympathetic to my situation he was standing there smirking and i still cannot believe the way that he was allowed to carry on in such a reputable store. I was so annoyed by his behaviour that I began recording him in an attempt to curb this behaviour. After speaking with the manager we left, in shock as we all (5 of my own family plus 2 other customers who had seen the episode) all vowing never to set foot in that store again, as it was evident that management had no idea at all about the fact that I was barred for life – he had made this up himself??? Surely you cannot condone such behaviour. The whole event left us feeling shocked and saddened that this had ruined my sons birthday trip, so I am compelled to share my experience with others as there may be many more that this has happened to but are too scared to speak out. I have now been waiting over a week and a half for any kind of response other than – we are waiting to speak to the store – which actually feels like they do not believe their (7?!) customers?! Surely that we feel this way should be enough to warrant an apology? Clearly not Flannels obviously feel that their customers are not always right and their staff can treat them as they see fit – including violating their personal space and putting them at risk. Prior to this I have had nothing but positive experience with flannels and feel you deserve to know if an individual is impacting your hard earned reputation as it only takes one person to destroy all the hard work.