Bookshop Complaints Surge Over ‘Don’t Touch’ Policy

A Sydney bookshop, Alfie & Noa, is under scrutiny due to growing complaints from customers. Located in the Castle Towers shopping centre in Castle Hill, the store has garnered a dismal average rating of 1.2 stars on Google. This rating is primarily the result of extraordinary customer experiences that have sparked outrage.

Customer Complaints Over ‘Don’t Touch’ Policy

Numerous negative reviews detail alarming encounters with staff. Customers report feeling surveilled and pressured to leave the store for simply browsing. One reviewer expressed discomfort, stating that they felt like “an escaped convict,” while another described witnessing a staff member aggressively chase a group of women out of the store.

Disturbing Experiences Documented

• One customer left the store “crying and shaking” after being shouted at.
• Another claimed they were “effectively forced out” for declining a book recommendation.
• Complaints also include strict policies against photography and touching books.

Some customers characterized their visits as humiliating and infuriating. According to one patron, any attempt to touch books required specific permission, leading to a selective browsing experience.

Store Policy Receives Backlash

Pictures from the store show clear signs prohibiting photography and aggressive behaviour. This policy has drawn considerable backlash, with certain customers feeling treated like thieves. One such customer, Kim Forliano Moradi, stated she will never return after experiencing intimidation over a simple photograph of a book.

Responses from Authorities

The complaints have captured the attention of NSW Fair Trading, which has reported receiving seven complaints about the store. However, there is no active investigation against Alfie & Noa at this time.

A representative from per Castle Towers stated that the shopping centre aims to uphold community standards but does not interfere with retail reviews. Despite the negative feedback, the store describes itself as “passionate about books” and claims to offer exceptional customer service.

As the situation develops, many are left wondering if Alfie & Noa can rectify its public image and address customer grievances effectively. Despite attempts to get a comment from the store, representatives have chosen not to respond.