Woolworths apologises to burns victim over ‘unacceptable’ security guard confrontation

BURNS victim Sarah Manganas fled Woolworths in tears after being humiliated in the midst of the Easter shopping rush — by the last person who should attack her.

WOOLWORTHS has apologised for a faux pas that left a young woman in tears after security staff failed to recognise her burns compression mask.

Sarah Manganas, 25, has told Nine News she was treated like a criminal when she popped into the supermarket at Sydney’s Town Hall on Thursday.

Mrs Manganas, who is recovering from a ethanol heater explosion that left her with third degree burns to her face, neck, chest and upper body, wears a medical burns compression suit and face mask on doctor’s orders.

A security guard followed her around the supermarket before confronting her and shouting “Hey, you, why are you wearing that? What are you doing?”, she said.

Mrs Manganas said she left the store in tears after being forced to explain herself in front of other shoppers.

“At first, I didn’t think it was me, so I ignored it and then he shouted it out again, ‘Hey, you!’,” she said.

“I don’t want this to happen to anyone else who has been burnt, because I know from experience that they’re already going through enough.”

Husband Andrew Manganas told Nine News he was appalled by the security guard’s behaviour.

“They need to make sure everyone is trained to recognise medical masks and religious garments and all that sort of stuff, so that they’re not making a mistake and embarrassing people unnecessarily,” he said.

Sarah Manganas wants to ensure other burns victims don’t have to suffer humiliation while out shopping. Picture: Nine News

Mrs Manganas wrote on Facebook after the incident: “Woolworths, I was shopping in your Town Hall store today when I was utterly embarrassed by your security guard in front of several other customers.

“I have third degree burns to my face, neck, chest and upper body. This means that I need to wear a medical burns compression suit including a face mask. I was followed by your security guard across multiple floors and then he addressed me by shouting from behind ‘hey you why are you wearing that?’

“All the other shoppers stopped and stared as he shouted out at considerable volume. I was left was left explaining my situation to a crowd of shoppers while he implied I was there to rob the store.

“It is a disgrace that your security guard is not trained enough to identify what is clearly a medical suit. It is skin colour and has written across the back ‘second skin’.

“I understand that this guard my be contracted from another company but when they are in your store they represent your brand.

Mrs Manganas has had no previous issues travelling around town with her mask on. Picture: Nine News

“I have been in several government buildings, airports and in my photo ID I am wearing my mask — with absolutely no questions were asked.

“From time to time, people may asked questions which I am more than happy to answer, but never have I left somewhere in tears.”

Mrs Manganas called on Woolworths to ensure staff were properly trained to avoid others experiencing the same treatment.

“I am comfortable with being burnt and wearing my mask but I could not imagine how someone who is still coming to terms with their mask would feel,” she wrote.

“Outside of those who have been burnt, how many of your other customers have been embarrassed with no reason other than ignorance?”

She added that Woolworths should make a donation to a charity that helps burn victims.

Woolworths apologised for the guard’s “unacceptable” behaviour and promised to give all security staff a refresher in customer service training.

“We are working closely with our contracted provider Wilson Security to ensure all security guards in the store receive refresher customer service training,” a spokesman for the supermarket said.

“We’re more than happy to liaise with the affected customer to discuss her poor treatment and any requests she might have.”