I visited the EE store in York city centre this morning to enquire about broadband and mobile phone options. Unfortunately, I left feeling upset and disappointed by the service I received from a member of staff.
While asking questions about an unlimited mobile package, my questions were repeatedly dismissed. I was eventually told that the advisor did not know the answer and that, if it were him, he would not be asking those questions at all. When I explained that people have different needs and ways of processing information, I was not given the opportunity to continue the conversation. I was also refused the chance to speak to the store manager.
I would like to share that I am neurodivergent, and this significantly affects how I communicate, process information, and ask questions. Being listened to and given space to understand options clearly is not a preference for me—it is essential. The interaction left me feeling unheard and, frankly, bullied, which is particularly difficult in a customer-facing environment where inclusivity and patience should be a given.
I have been a loyal EE customer for many years, but experiences like this raise serious concerns about how customers are treated in-store. I believe it is reasonable to expect respectful, considerate service, regardless of how a customer communicates or what questions they ask.
I am sharing this in the hope that it encourages greater awareness, inclusivity, and training around neurodiversity, so that all customers feel welcome, respected, and supported.
