Flames Newcastle Emlyn

We are very sorry to hear that your sister and your family were left feeling this way following your visit. We have tried to make contact with you regarding this matter, and we have also spoken directly with the member of staff involved to understand exactly what happened.The staff member has explained that the comment was intended purely in reference to your sister’s age and the fact that she is growing up, and was never intended as a comment about her body, weight or appearance. We completely understand, however, how the wording could have been misunderstood and how upsetting it may have sounded. For that, we sincerely apologise.We have taken the matter seriously and have spoken to the staff member about choosing their words much more carefully in future, particularly when speaking to children, so that a misunderstanding like this does not happen again.As a father of two daughters myself, I would never accept or allow a child to be spoken to disrespectfully or made to feel uncomfortable about their appearance. This is not something I would ever tolerate, either personally or within our business.We have been serving our customers for many years and have never experienced an incident like this before. We take great pride in treating everyone who visits us with kindness and respect, and we would never knowingly allow a customer especially a child to be made to feel judged or uncomfortable.Once again, we are genuinely sorry for the upset this misunderstanding has caused your sister and your family. We hope our explanation provides some reassurance, and we will make sure greater care is taken with the way things are communicated in the future.

We are very sorry to hear that your sister and your family were left feeling this way following your visit. We have tried to make contact with you regarding this matter, and we have also spoken directly with the member of staff involved to understand exactly what happened.The staff member has explained that the comment was intended purely in reference to your sister’s age and the fact that she is growing up, and was never intended as a comment about her body, weight or appearance. We completely understand, however, how the wording could have been misunderstood and how upsetting it may have sounded. For that, we sincerely apologise.We have taken the matter seriously and have spoken to the staff member about choosing their words much more carefully in future, particularly when speaking to children, so that a misunderstanding like this does not happen again.As a father of two daughters myself, I would never accept or allow a child to be spoken to disrespectfully or made to feel uncomfortable about their appearance. This is not something I would ever tolerate, either personally or within our business.We have been serving our customers for many years and have never experienced an incident like this before. We take great pride in treating everyone who visits us with kindness and respect, and we would never knowingly allow a customer especially a child to be made to feel judged or uncomfortable.Once again, we are genuinely sorry for the upset this misunderstanding has caused your sister and your family. We hope our explanation provides some reassurance, and we will make sure greater care is taken with the way things are communicated in the future.