Genuinely the worst customer service ever experienced? My partner recently ordered a new phone with EE and asked for it to be delivered to the Westfield store. He provided ID and proof of address, however the ID was out of date and the staff said they couldn't release the phone. This wasn't mentioned by EE staff on the phone but we accepted it and asked to snap a photo of the consignment number on the package so we could ensure it was sent back. The staff in the store wouldn't let us take a photo of the package nor were they able to confirm that we wouldn't be charged for the upgrade. All they could tell us (pretty rudely) that they couldn't release the phone. Staff were rude from the start and within 5 minutes of our arrival threatened to call security. At this point, things got weirder. Neither my partner nor I are particularly intimidating people, both standing at 5ft 3 but for some reason, at least four members of staff, not including the customer assistant and the assistant manager who we were dealing with, surrounded us. When I pointed out that they were unnecessary, the staff made jokes and said they were there for support. There were plenty of other customers waiting for their support. We then asked for the assistants manager name which he refused to share and then covered up his name badge with his hand. My partner tried to take a photo of the name badge at which point, the assistant manager, Sukh, took my partner's phone off him and refused to give it back. Other staff members joined in on this like it was a game of keep away. Eventually, Sukh returned the phone and was sent to the back by the store manager, Abu. Whilst he walked off, Sukh snapped a photo of us. This was witnessed by other staff and by Abu, the store manager who later denied this happening. When he eventually agreed to check, he disappeared for 30 seconds and I have genuine doubts that he checked this. Abu dithered when it came to writing down his details and seemed more interested in calling security than providing this info, even though it was made clear that we would leave when this info was given. When he eventually wrote this down, it was scrawled down in a way that looked deliberately unclear. Three security guards arrived as we left, who looked incredibly confused to be called to deal with this. Complaints have been made to the correct people and EE call centre staff dealt with this amazingly, even though this incident has caused us both to cancel our contracts with EE. My main worry is that this poor customer service in the retail team seemed to stem from the management who are sharing their poor training and customer service skills with their team. When we arrived at the store, we noticed a woman having a similar argument with staff. Customer service is stressful but when customers are constantly unhappy with you, do you not wonder if you're to blame? The customer might not always be right but it is your responsibility to deal with them in a way that doesn't involve stealing their property, intimidating them or belittling them. I can guarantee that your job will be a lot less stressful when you stop creating stressful situations yourselves.