Dear, Manager's / Customer Service Team, I am writing to formally raise a concern about repeated negative experiences I've had with a staff member named Nella at your store located at 11 Royal Crest Avenue, Newham, London E16 2PG. Due to mot initially knowing her name, I returned to the store to inquire about it. One of the staff members I spoke to was apologetic but declined to provide her name, instead advising me to come in on Monday to speak with the store manager. Eventually, I was able to confirm her name myself, which now allows me to properly raise this issue. On three separate occasions, I approached Nella with simple questions regarding your bakery products. Each time, her attitude was extremely unprofessional and toxic. Most recently, when I asked for assistance, she responded rudely and told me she don't care. When another colleague kindly stepped in to help me, Nella began shouting in front of me, which was both embarrassing and uncomfortable. Additionally, I observed her engaging in a personal conversation with someone from the airport while on duty. I'm not sure if such interactions are permitted during work hours, but it appeared to be inappropriate at the time. As a regular customer, I find this behavior completely unacceptable and upsetting. I believe everyone deserves to be treated with respect - especially in a customer - facing role - and this kind of treatment discourages me from returning. I kindly ask that you look into this matter and take appropriate action. I'm waiting for your response. Thank you for your time and attention. Sincerely, Sara Edward