Prospective customers of this store should be aware that even if they have a valid exemption from wearing a mask, they will still be refused service by the on-site manager and they should also be aware that her stance seems to be fully supported by the owner of the Bondi Junction franchise.

This policy is probably illegal but my personal concern is really that they don’t have the grace and honesty to advertise their policy on the front of their shop. You’re left to have the kind of unpleasant encounter I had. If they had a clear sign at the front, I would have walked past and booked elsewhere.

Head office described the manager’s treatment of me as “heartless” when I called them on their 1800 number to express my shock at how I was treated, but I have not received any apology from either the manager or the owner. In fact, the owner’s conduct worsened my distress. I had contacted him because head office encouraged me to raise my concerns with him because I had some valid concerns about the treatment I received and it was suggested to me that it might help him to hear it. Not so. He clearly didn’t want to hear and didn’t even bother calling me to hear what I had to say.

I strongly recommend that head office should be giving staff sensitivity training. We’re all doing our best in difficult times, but treating differently abled customers bad is simply beyond the pale in this day and age. I not only won’t be coming back, but I will be continuing to advise friends and family to avoid this store.