Bluewater UK
Reviews and Complaints

As someone who has visited Bluewater, I must say that my experience was quite mixed. While I enjoyed a lovely meal at one of the restaurants, the presence of unruly teenagers in groups made the atmosphere uncomfortable. The lack of proper management to handle such situations was disappointing and definitely affected my overall enjoyment. Despite some positive aspects, the negative experiences overshadowed my visit, leaving me hesitant to return in the future.

My daughter went to Kent to visit her Grandparents. They took her to Bluewater yesterday (16.8.23) and on the escalator her shoe (croc) got grabbed and chewed up! IMAGINE if she hadn't got her foot out in time? The whole escalator had to be stopped to remove her shoe as it was wedged in there.

You can understand how angry I am. She could have lost her foot 😦 I am going onto Facebook and any other platform I can to show customers how dangerous it is and I also hope you are going to have a complete health and safety overhaul of your escalators. Her grandparents logged what happened at the centre too.

Julia Milton [protected] or [protected]@gmail.com

To, whom it may concern,

I [edited] came to your shopping centre on the Monday bank holiday 8/5/2023 to have a look for some trainers with a friend who was acting as my career at the time as I have adhd and learning difficulties and also have mental health issues. Whilst in store I became very anxious and irritable whilst waiting for my food due to the crowds of people. We even sat outside in the rainy showers to eat are food. At that time I new I had to take my medication to try and settle my nerves so I could go and try and get my trainers I was looking for. I went to the held desk and asked a lady if ther was any were out the way safe and quiet like a room or anything to take my medication. She told that there is not but the disabled toilets are normally clean and a bit out the way so could go there. This was the only option she could give me. I Thanked her and started to head to a disabled toilet. As security was heading in the same direction with us, I asked were the disabled toilet was and explained my situation as my friend stated it’s not going to be clean or out the way is ther alternative. There instant reply was as long as it is medication and not DRUGS or we be down on you like a tone of bricks. This then put me very on edge and I had to explain my medication is prescribed cannabis and it goes into a medical device and vapes like air. This was very uncomfortable as the way I am I’ll just agree and agree to get out of a confrontation. My friend/career at that time was making them aware of this and the law surrounding this. The security then refused me anywhere in store to be able to go to take my medication and was forced to go out to the back of a car park we’re it was windy and very uncomfortable and made to feel like a druggy. I had people looking at me all funny also my medication was blew everywhere and it’s NOT cheap. I’m very confused to why ther is no medical room in such a huge facility. Also if anyone could explain why I have been discriminated against due to my medication for my disability’s. My Email; [edited]

On Saturday 28th January 2023 we went to bluewater from 3pm till about 1030pm. We have a three month old, so we used tge family changing rooms, mens, ladies toilets. When we arrived they were dirty. By the time we left they were totally disgusting. It was our first time out in the evening since we had our son. It was so upsetting to have a place like Bluewater being so unsanitary.

Please let me know how they will rectify this.

Bank Holiday Monday (29/08/22)

I work for The Body Shop and on Monday I witnessed someone steal something from the shop. A lady was holding some products close to her chest and all of a sudden she ran out the store and from who I think must’ve been her daughter was standing in the bubbleology que. She put the 2 items down and had her feet closely behind them then she put these items in a pink bag. I then rang Bluewater Security for their help which they came down and told me I would have to confront her, which I said I was scared too. He told me what I had to say which was ‘have you got any items that you haven’t paid for?’ to which I did and she said no. I asked to look in the pink bag which there was only a pair of shoes. I also checked her handbag which also there was nothing. Bluewater security shrugged there shoulders and said that’s all we can do! I was very angry as I would have not reported this if I knew she had not stole the items. She could have gave the items to her daughter to hide.

They just let her walk away.

Our policy is that we shouldn’t confront customers due to security and even more so once they have left our store. So for them to ask me to confront her I assumed it was his job to do so.

For him also not to suggest to check the CCTV I was also very shocked, I got the impression that he didn’t care and just let this lady get away with this. I have witnessed many thefts in our store and normally Bluewater Security are amazing but after this experience it makes me question there service.

Today (16.5.22 at 10.45 am ) I visited the zip wire experience with my disabled husband and my year old granddaughter if we had parked in the designated car park my husband would not have been able to walk that distance. We parked in the car park opposite this made it difficult to get across to the zip wire and even from this car park my husband struggled by the time we had arrived he was in great pain. I find it appalling that a big organisation as yours had not put in any thought or consideration for the disabled visiting this experience. We did intend to do some shopping after the visit but due to the pain my husband was in we had to abandon this plan, I was also concerned how I was going to get him back to the car but thankfully the manager and driver Bob at the experience came to our rescue and they returned us to our car. I am hopeful our next visit will be more positive. Yours mrs L. Hughes

So disappointed to see many people in Bluewater today without any type of face covering. I suffer from asthma and struggle to cope with a mask and yet I still wear a face covering in consideration of other people. My 88 year old mother was with me today and needed to sit down. I took her to a near exit where she could sit down and rest. Twice she was approached and asked to move, she politely informed the security guard that she needed to wait for me to come back and get her (I had gone into a nearby store) but she was told that she needed to move anyway. It is sad that the same security guard clearly had no confidence to approach the hundreds of young men who we're not wearing any type of face protection and yet he had no hesitation when approaching my 88 year old Mother. I spoke to one shop assistant who asked me to make a complaint. He told me that people don't wear masks and the complaints to management go unanswered. These are trying times for all of us but rules should be in place for everyone and good sense and judgment should be used when necessary. Clearly Bluewater is falling short in the fight against COVID.

On Saturday 19th December, a customer service manger approached me a 59 year old lady and approached me and leaned right into my face and shouted at me and my son to get up and move. She continued to go and shout at another women more elderly than I. I would have been happy to move if I had been asked nicely but this was not the case, after moving I approached her from a social distance as she should have done and said to her as a customer service manger she learn to talk to the customer with respect at which point, I asked for her name and she spoke to me in a very patronising way, she then approached some nearby police officers saying get rid of her she's upsetting me, after explaining myself to the police officers they agreed that she customer service manger was in the wrong. Her name was Koren, and I believe she needs some more training in working with the public. I would appreciate an update on how you will be handling my complaint

Hi now that some of the shops have re-opened whey did you not say on the web site where you let people now what shops had open and there trading hours, that none of the shops take cash, they take contacless payment only, because some people like my husband has not got one. So when he visted there today it was a wasted journey, even more so when you have to pay bus fare also.

Sunday the 1st of March at approximately 19:25 to 19:35 My partner and I were sitting at the booths in Ask when a group of youths started mucking about shouting pushing each other around, when a yellow plastic sign was thrown down fro the area of Krispy Cream donuts, narrowing missing 3 people on the lower level . It shattered on the floor and the youths just ran off laughing ...Why does this behaviour constantly go on ? If these youth do not have a reservation for dinner or a ticket to go to the movies, why can the not be expelled from the premises .They hang around from the time it is opened on Saturday and Sunday till well after closing time and we have NEVER even seen a shopping bag in their possession They constantly shout throw food and drink around and get into pushing matches. I think the security stand back and watch because they are afraid of offending them or getting a kicking from them. I WANT TO KNOW WHAT IS BEING DONE ABOUTH THIS DISGUSTING . BAD BEHAVIOUR ? They contribute very little to the economy of the place.
We shop there weekly, either Saturday or Sunday and things are just getting out of control Someone could have been badly hurt . AGAIN, PLEASE ANSWER AS I WOULD LIKE TO KNOW WHAT IS BEING DONE ?...

Ms Roxylynn Maynard and Mr Stuart Nash
Email [protected]@gmail.com
Phone [protected]

Approached the entrance to the beach yesterday to meet a friend, was told by the doorman (thug) that it was £3 but I was not allowed in as a single male. Apparently they are enforcing a 'No single male policy' I explained i was meeting a friend and was told to prove it, they had to come to the door.

The guy then proceeded to let in a single woman on her own, i waiting across the road for my friend and watch as he let in a single male teen as well.

I was extremely offended at this so called policy.

I wonder if all the staff have had police checks, and wonder how they enforce the staff when they are playing on their mobile phones whilst they are supposed to be supervising children ?

Pathetic.

Me and my partner went to burger king on 20.10.17 around 8pm. When we arrived we were 2nd in the queue with only one man serving. He then had to call for help as more people joined the queue. A young girl came out served the guy in front and called us over. She took our order not saying a word other than the cost all the while with a very moody face. We had to wait a while for our food and when she eventually came over with the chips she loudly stated 'i cant do this anymore' before throwing our chips on the tray. She called next but had not offered me any sauce so i asked for some. Which she also threw on the tray again not saying a word. When we sat down we noticed she had forgotten a part of our order which my partner then got back up to get. Also most of our food was cold. This girl was very rude and clearly did not want to be there. In my opinion she should not be in a customer service job role as she has NO customer service skills whatsoever! This is not the first time i have been dissatisfied with the service here. On a few occasions our food has been cold or parts of our order missed and also i once had a burger that had so much mayo in it it slid out of the bun while i was holding it! I would suggest a major staff attitude improvement if they wish to keep their customers. Safe to say i will NOT be returning here to eat again!

Dear Sir Madam

I have always had satisfaction with yoyr products ( Sea scrub/ sea mask/ body serum)

I purchased your product Wrinkle Correct eye cream, I'm so disappointed it isn't fit for the purpose it is averting for nor worth the 80.00 I paid ..
It has slowly evaporated .. I'm shocked this product was purchased three weeks ago..

Bluewater
I would accept a replacement or if not money back

Kind regards Nicola Latter

I am very unhappy about a recent experience which I had in the Bluewater shopping centre. I had gone there as part of a group of friends to celebrate my 21st Birthday. My friends had been planning to treat me to some new jewellery and we were also going to have a meal whilst in the centre.

When we arrived we were having a laugh and generally enjoying ourselves but we were not being at all rowdy. As we were about to go into a jewellery shop, a member of the security team approached and questioned us as to why we were going in there. His actual words were, “You can’t have the cash for a shop like that, you’re just kids!”

At this point I told him that we were shopping for my 21st Birthday and we did have cash. He then said that I looked about 12 and that as he had received complaints about our behaviour we had to leave the centre. I offered to show my ID card but he refused to look at it and said that if we did not leave immediately then he would be calling the police and having us arrested for creating a disturbance. We had no choice but to leave and I am so angry that my day was ruined in this way. I feel that this security guard was picking on us for some reason because we had not been particularly disruptive at all.

I want Bluewater operators to address the matter of rudeness and disrespect for customers by their security staff - whether they are contractors or not. I also expect an apology.