Bromley woman’s trauma after Marks and Spencer mistakes her for shoplifter

5:21pm Tuesday 26th February 2013 in Bromley By Heloise Wood

Bromley woman traumatised after being mistaken for shoplifter in Marks and Spencer Bromley woman traumatised after being mistaken for shoplifter in Marks and Spencer

A WOMAN claims being mistaken for a shoplifter and questioned in a windowless room at Marks and Spencer left her so traumatised she still struggles in public places 20 months later.

Pearly Kanagaratnam says she is being treated for depression and post-traumatic stress disorder after being repeatedly told she could not phone her husband and being quizzed about her designer handbag and whether she holidayed in Spain.

Mrs Kanagaratnam said she went to The Glades shopping centre store in Bromley on June 14 2011 to return a pair of trousers but, after leaving, was mistaken by security for a shoplifter wearing a similar cardigan.

The 52-year-old, who broke off several times in tears whilst recounting the ordeal, said: "It has totally affected my life. I can’t go out by myself now.

"When I’m out, I feel really emotional.

"I’m trying to go out more to get over it but it’s really hard. I can’t go in that store now or any stores really."

She explained: "I had the receipt with me for the trousers I’d returned so I wasn’t worried, but then they took me into this room at the back without windows.

"I asked if I could call my husband because he was waiting in the car and they told me I couldn’t. I kept asking what it was about and they wouldn’t tell me.

"If they’d asked to see the cardigan they thought I’d stolen, I could have shown it to them and they would have seen it was a totally different brand."

Mrs Kanagaratnam, of Hayes Way, Beckenham, said: "I felt awful. They kept asking me all these questions and I had to show my credit cards.

"There was a lady there, who turned out to be a PCSO, and she was asking me really strange questions like, 'I bet you go on holiday to Spain, don’t you?' and 'Why do you have a D&G handbag?'"

The Sri Lankan self-employed hospitality worker added: "I was really upset and was in tears. I couldn’t understand why this was happening to me at this age when I hadn’t done anything.

"At the end the operations manager came in and said they’d made a mistake because another woman wearing the same colour cardigan to me was thought to have shoplifted.

"She apologised but she didn’t look at my face and it didn’t feel like she was really sorry."

After writing a complaint letter, she was invited back to the store and offered £400 in vouchers but she refused to accept them.

Mrs Kanagaratnam is now suing Marks and Spencer for a personal injury claim and the civil case takes place next month.

A Marks and Spencer spokesman said: "As legal proceedings are taking place, it would be inappropriate for us to comment at this stage."

Comments(70)

jaded1 says...
5:37pm Tue 26 Feb 13

I'm sure a large amount of money will cure this problem,just get her to collect it from outside her house.Should cure her agoraphobia.

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bizzymum says...
6:23pm Tue 26 Feb 13

If M&S don't think it's appropriate to comment because of ongoing legal proceedings, why does this lady think its OK to go to the local paper just a month before the case is due to be heard?

Personally, I'd have happily accepted £400 in vouchers.

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Len Kivingstone says...
6:25pm Tue 26 Feb 13

These compensation driven people are so tiresome, I suppose she has never made a mistake in her entire life. How is she going to get to court if she cant leave her house?

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glenn_london says...
6:33pm Tue 26 Feb 13

Len Kivingstone wrote:
These compensation driven people are so tiresome, I suppose she has never made a mistake in her entire life. How is she going to get to court if she cant leave her house?
Maybe she could cover her head with an M & S towel as she enters court, she'd need to make sure she keeps the receipt or could get in all sorts of bother. I'm sure she could be lured out by the smell of sweet free cash.

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Mike Honcho says...
6:35pm Tue 26 Feb 13

Strange how we all smell compo.

You read a story and straight away it stinks of compo.

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Dreamsofnurse says...
6:57pm Tue 26 Feb 13

Maybe if she ever does muster up the courage to go to a store again, she could buy a bag of shame.She is obviously lacking some.

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bizzymum says...
7:04pm Tue 26 Feb 13

The 52-year-old, who broke off several times in tears whilst recounting the ordeal, said: "It has totally affected my life. I can’t go out by myself now.

"When I’m out, I feel really emotional.

I can think of some really big tv presenters/personali
ties who got caught for shop lifting and beyond embarrassment it didn't stop them earning a wage. Please get over it.

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banjo8 says...
7:24pm Tue 26 Feb 13

It's so obvious its amazing - wonder how much shes paying her lawyers? She knows what shes doing and is just using NS to get extra publicity, and hence extra payout. But I bet the next thing she does is complain about being harrassed by commentators on this site. Shes a gold digger out to makje what she can, I feel sorry for M&S who can't call her what she is.

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Marty1979 says...
7:24pm Tue 26 Feb 13

Post traumatic stress?

Maybe she could chat to members of the armed forces just back from Afghanistan - they could explain what it really means

Never mind, I expect a lawyer will get shed loads - maybe that's why she's claiming PTSD, to increase payments. Although if she's scared to go out how will she be able to go to court?

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banjo8 says...
7:34pm Tue 26 Feb 13

I bet shes hoping to get and least ten grand.

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Marty1979 says...
8:12pm Tue 26 Feb 13

banjo8 wrote:
I bet shes hoping to get and least ten grand.
At least - humiliation, loss of earnings, depression, etc etc

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cherished says...
8:17pm Tue 26 Feb 13

I hope I get stopped one day, would love a bit of compensation.
But seriously I can see how if can affect people, I was stopped going out of a shop because the woman on the till forgot to remove a security tag, thats quite embarassing and I made a big complaint. Got nothing though but if it happened again I would take it further

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banjo8 says...
8:19pm Tue 26 Feb 13

Ha ha, and then there's the time her other half was left waiting. If I got money every time I've left my girlfriend waiting I'd be worth a fortune - and that's without the depression!!

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ron.1952 says...
8:40pm Tue 26 Feb 13

Oh what a lot of doubting Thomases you all are.


Ron

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lariej says...
8:51pm Tue 26 Feb 13

It just gets better what a joke a room with no window.
Watch the recovery when she gets her compensation PTSD what a laugh.
Personal Injury and cant leave the house I wonder how these people deal with everyday stress mistaken for someone wearing the same cloths it happens ...........

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banjo8 says...
8:55pm Tue 26 Feb 13

the only thing I find a bit strange, if it's true, is the questioning by the PCSO. If she did ask questions about her holiday and handbag then surely that's odd.

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Marty1979 says...
9:26pm Tue 26 Feb 13

ron.1952 wrote:
Oh what a lot of doubting Thomases you all are.


Ron
Not doubting it happened, but the distress PTSD etc

Complains she was taken to a room without a window - how many shops in the Glades actually have windows?

Would she rather they'd interviewed her in the middle of the shop?

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ron.1952 says...
9:58pm Tue 26 Feb 13

Marty1979 wrote:
ron.1952 wrote:
Oh what a lot of doubting Thomases you all are.


Ron
Not doubting it happened, but the distress PTSD etc

Complains she was taken to a room without a window - how many shops in the Glades actually have windows?

Would she rather they'd interviewed her in the middle of the shop?
You are doubting this poor woman word. I'm of a timid disposition myself, I may well of fainted under the stress of being thought of as a common shoplifter.

Now leave off FFS.

Ronny x

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ChristsMuso1965 says...
10:43pm Tue 26 Feb 13

Marks & Spencers also claimed I had been shop lifting in their store when I was walking through with my wife and while pushing two of my gransons in their push chair with the other holding on to the push chair. I was stopped and question by a PCSO and afterwards would not even enter the Glades and have not been in Marks & Spensers since. BTW, after being searched by the PCSO, it was found that I had NOT stolen anything.

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mouthalmighty says...
2:28am Wed 27 Feb 13

How outrageous. 1). This ladies ordeal and 2). The comments on this page. Persomally, I would get upset and probably never shop there again. Buit I am not this lady and we do not know her personal experiences. This may have been the final straw. It sounds like she went through hell. Being spoken to loike that is so degrading. And hardly an apology at the time it happened. Not good enough.

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reasonable75 says...
7:12am Wed 27 Feb 13

There's a difference between being upset and claiming PTSD. Look it up, it's a serious condition

She'll have her medical experts to give their opinions and I'm sure the thousands in compensation will miraculously cure her

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banjo8 says...
8:45am Wed 27 Feb 13

As you say, it's all a matter of perspective. I just think that acting reasonably - a well meaning apology and an acceptance of that apology - is being taken over by an American claim culture where everyone is out to get as much as they can. If she'd spent weeks under fire in Afghanistan it would be different. PTSD, my ****.

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Tip-Top says...
8:46am Wed 27 Feb 13

I had a similar experience at the same store where they claimed I was hanging around the lingerie section for too long……M&S’s loss is Dorothy Perkins gain of a loyal customer.

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concerned.erith says...
10:19am Wed 27 Feb 13

Poor thing - PTSD is a very serious condition suffered by people under extreme duress.
Being mistaken for a shoplifter - what a joke.
I hope she gets what she deserves 0

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ron.1952 says...
10:57am Wed 27 Feb 13

Tip-Top wrote:
I had a similar experience at the same store where they claimed I was hanging around the lingerie section for too long……M&S’
s loss is Dorothy Perkins gain of a loyal customer.
Young Mr T all I'm going to say is have you tried Victorias Secret in New Bond Street ?

Ronny recommends it to you, I love their thongs.

Ronny Ron x

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Toolbox69 says...
11:52am Wed 27 Feb 13

Can't leave the house but more than happy to entertain a journalist.

Court case coming up but clearly has no respect for civil law. Why not wait for the court to decide?

One or two have said we do not know what actually happened. Given the "victim" has given her story to the NS, I can only conclude that either she hasn't provided the full facts to the NS, or the NS journalist has been selective in the report.

In her position, knowing she had done nothing wrong, I think I might have challenged the PCSO to arrange for my arrest or release me immediately. Additionally, I maybe would have attempted to the the £400 in case, but I certainly would have taken the vouchers if they refused. Will be interesting to see the allocation of costs if she is awarded £400 or less, or loses her case!

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Toolbox69 says...
11:54am Wed 27 Feb 13

Toolbox69 wrote:
Can't leave the house but more than happy to entertain a journalist. Court case coming up but clearly has no respect for civil law. Why not wait for the court to decide? One or two have said we do not know what actually happened. Given the "victim" has given her story to the NS, I can only conclude that either she hasn't provided the full facts to the NS, or the NS journalist has been selective in the report. In her position, knowing she had done nothing wrong, I think I might have challenged the PCSO to arrange for my arrest or release me immediately. Additionally, I maybe would have attempted to the the £400 in case, but I certainly would have taken the vouchers if they refused. Will be interesting to see the allocation of costs if she is awarded £400 or less, or loses her case!
£400 in cash!

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gottleofgear says...
11:54am Wed 27 Feb 13

Get over yourself love

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BeckenhamCloud9 says...
1:08pm Wed 27 Feb 13

"Mrs Kanagaratnam is now suing Marks and Spencer for a personal injury claim and the civil case takes place next month."

Was she assaulted? How did she get injured?

She's a 'self-employed hospitality worker ' - waitress?

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whats common about sense says...
1:28pm Wed 27 Feb 13

She wasn't physically injured, PTSD from being questioned and released? She was hardly frog marched through the shopping centre in cuffs and strip searched at a police station, I might sympathise with some degree of PTSD from that but only for the officers involved!

Get over yourself PTSD is a devastating condition and it is insulting to those who actually have the condition if you belittle it in such a way.

I was in a supermarket once and the fire alarm sounded and upon attempting to leave the store I was stopped and pulled aside by security and accused of trying to steal a bag of dog food, being told very loudly I had to pay for that first, everybody was attempting to leave the store due to the alarm and there was quite a crush, people were looking at me like I was a thief but I was forced to remain inside until I could find the receipt which I had, the supermarket didn't even sell that brand of dog food or bags of dog food that size but their over-enthusiastic security got over-excited and made a fool of himself because he couldn't even show me the product or a similar one for sale in the shop. Needless to say I gave him a few choice words and refuse to go back there, not once did I attempt to sue as although the security was probably the missing link he was just attempting to do his job and I suppose he deserves some kind of credit for that.

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Korn57 says...
1:34pm Wed 27 Feb 13

PTSD? What a joke! As has been mentioned this is relevant to our brave soldiers (or people who have suffered through tragic accidents or illness). How on earth would this woman cope with a real situation! No doubt the compo she's claiming will quickly cure her imaginery PTSD.

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reasonable75 says...
2:54pm Wed 27 Feb 13

Perhaps if she gets her thousands in compensation she could make a donation to Help for Heroes?

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the wall says...
3:34pm Wed 27 Feb 13

I really hope she is reading all this.

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reasonable75 says...
3:48pm Wed 27 Feb 13

the wall wrote:
I really hope she is reading all this.
Well she's too scared to go out so she'll have plenty of time

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banjo8 says...
4:08pm Wed 27 Feb 13

I hope NS makes sure it follows this up and reports the finding in the case.

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Marty1979 says...
4:30pm Wed 27 Feb 13

"There was a lady there, who turned out to be a PCSO"

Wasn't she in uniform? A bit difficult not to realise

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the wall says...
4:53pm Wed 27 Feb 13

Marty1979 wrote:
"There was a lady there, who turned out to be a PCSO"

Wasn't she in uniform? A bit difficult not to realise
She was under cover, as a mannequin.

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Tip-Top says...
4:56pm Wed 27 Feb 13

They’re about as much use as a mannequin ….although the M&S one in the article appears to have been Judith Chalmers!

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Orpington gal says...
6:26pm Wed 27 Feb 13

jaded1 wrote:
I'm sure a large amount of money will cure this problem,just get her to collect it from outside her house.Should cure her agoraphobia.
Not too traumatised to appear on the front page of the News Shopper though!

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Soft Alan says...
10:32pm Wed 27 Feb 13

If there's one thing we all should have learnt by now in what is the 22nd century...where's there's blame there's a claim, alongside the old adage..whoever smelt it dealt it

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Inspirationalady28 says...
6:38am Thu 28 Feb 13

The parts I don't understand; "If they’d asked to see the cardigan they thought I’d stolen, I could have shown it to them and they would have seen it was a totally different brand." Originally, she went to return a pair of trousers, then on the way out she was mistaken for a shoplifter who was wearing a similar cardigan to her..then she explained: "I had the receipt with me for the trousers I’d returned so I wasn’t worried.”... There's no mention of her buying a cardigan and the shop would have kept the receipt for the returned trousers! Also, after a letter of complaint, she says that she was invited back to the store and offered £400 in vouchers which she refused.. I'm wondering, did she actually go back to the store afterwards?

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reasonable75 says...
7:14am Thu 28 Feb 13

Inspirationalady28 wrote:
The parts I don't understand; "If they’d asked to see the cardigan they thought I’d stolen, I could have shown it to them and they would have seen it was a totally different brand." Originally, she went to return a pair of trousers, then on the way out she was mistaken for a shoplifter who was wearing a similar cardigan to her..then she explained: "I had the receipt with me for the trousers I’d returned so I wasn’t worried.”... There's no mention of her buying a cardigan and the shop would have kept the receipt for the returned trousers! Also, after a letter of complaint, she says that she was invited back to the store and offered £400 in vouchers which she refused.. I'm wondering, did she actually go back to the store afterwards?
She'd already returned the trousers, so what was she suspected of stealing?

Is the suggestion she was wearing the cardigan she had allegedly stolen?

Typical NS story having bits that don't make sense

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banjo8 says...
8:45am Thu 28 Feb 13

There's bound to be bits missing before this thing gets sorted legally. After all, there's only one side of the argument/debate here as M&S can't comment. The question is whether NS will cover the case and ever report all the details?

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Gypo.Joe says...
11:09am Thu 28 Feb 13

Tell us then Lou please.

I'm all ears luv.

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Inspirationalady28 says...
11:32am Thu 28 Feb 13

Gypo.Joe wrote:
Tell us then Lou please.

I'm all ears luv.
The woman and her husband both ran their own pizza companies about 2 years ago until the companies were dissolved. She was a company director. I don't know if they still have any now..but I find it a bit odd to be contacting the newspapers now when it happened 20 months ago!!!

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Gypo.Joe says...
11:46am Thu 28 Feb 13

Perhaps they know they are on a loser. Trying to get a little sympathy from us all on here. They'd have more luck getting **** from a wooden horse though.

:)

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the wall says...
12:11pm Thu 28 Feb 13

Google Pearly Kanagaratnam. Maybe she needs the money to keep up with the Jones in Hayes Way.

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Inspirationalady28 says...
1:50pm Thu 28 Feb 13

I did, that's how I came across this information. Her full name is, Pearly Christable Kanagaratnam and she was company director of P & K Restaurants Limited  "Pizza at the Palace on Westow Hill in Crystal Palace..formerly "Pizza Express". The houses where they live are worth almost half a million or more! I really can't see why she's making such a big issue out of this..I would have been happy with just a written apology and the vouchers!! 

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reasonable75 says...
4:36pm Thu 28 Feb 13

I doubt the court will consider reports in the paper, so what is she hoping to achieve?

And as mentioned, hope NS cover the case & let us know the outcome

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the wall says...
4:54pm Thu 28 Feb 13

Inspirationalady28 wrote:
I did, that's how I came across this information. Her full name is, Pearly Christable Kanagaratnam and she was company director of P & K Restaurants Limited  "Pizza at the Palace on Westow Hill in Crystal Palace..formerly "Pizza Express". The houses where they live are worth almost half a million or more! I really can't see why she's making such a big issue out of this..I would have been happy with just a written apology and the vouchers!! 
Average house price for that road is £841,944.

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banjo8 says...
7:03pm Thu 28 Feb 13

Good work, hope NS is picking up this good reporting work you're doing! Only £841,944, I'll have three! Unless of course someone accused her of nicking the house?

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kentlad says...
8:53pm Thu 28 Feb 13

Oh leave it out woman!!! I have often walked out of shops where the cashier has forgotten to remove the security tags and alarms go off.... I dont demand a freebie or compensation. Get over yourself dont you think the economy is in enough trouble without the likes of you demanding a claim for damages what is the woeld coming to????

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reasonable75 says...
9:02pm Thu 28 Feb 13

I can see this story being pulled soon - NS won't want her taking them to court

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banjo8 says...
9:20pm Thu 28 Feb 13

I don't see why they should. After all she went to the newspaper and people are entitled to their view, what did she expect.

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Oldchap says...
10:02pm Thu 28 Feb 13

Psychological trauma is difficult to disprove - she will probably get a doctor to certify she has PTSD and the court will her award her several thousand to compensate for her distress

That's always assuming it goes to court - M&S may decide to settle

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theshove says...
10:43pm Thu 28 Feb 13

bizzymum wrote:
If M&S don't think it's appropriate to comment because of ongoing legal proceedings, why does this lady think its OK to go to the local paper just a month before the case is due to be heard?

Personally, I'd have happily accepted £400 in vouchers.
@bizzymum,you may be happy to accept £400 in vouchers but this would not be in any way an apology from M&S as these vouchers would be spent in store.
So really not an apology!
Why dont they publish an apology?

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Marty1979 says...
7:08am Fri 1 Mar 13

theshove wrote:
bizzymum wrote:
If M&S don't think it's appropriate to comment because of ongoing legal proceedings, why does this lady think its OK to go to the local paper just a month before the case is due to be heard?

Personally, I'd have happily accepted £400 in vouchers.
@bizzymum,you may be happy to accept £400 in vouchers but this would not be in any way an apology from M&S as these vouchers would be spent in store.
So really not an apology!
Why dont they publish an apology?
Because, unlike Mrs Kanagaratnam, M&S are correct that comments (or apology) would be inappropriate whilst a court case is pending

And Mrs Kanagaratnam said they apologised to her at the time it happened

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franksutton says...
5:46pm Fri 1 Mar 13

If she thinks she's got PTSD I can arrange for her to chat to my nephew when he gets back from his current tour in Helmand

He was on patrol when a friend literaly got blown apart - they had to collect parts of his body

My sister said when he got home he'd wake at night screaming

Don't insult people who really have PTSD

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Oldchap says...
6:08pm Fri 1 Mar 13

She says she can't go in any stores - if I was the lawyer for M&S I'd ask to see her bank & credit card statements for the past 20 months & see if she's been shopping

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cherithporter says...
7:41pm Sat 2 Mar 13

How can anyone treat her like that?

Sounds like discrimination.

Glad M&S apologised and gave her some compensation.

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Marty1979 says...
9:14am Sun 3 Mar 13

How do you work that it? What do you think M&S has done that is discrimination?

And read the article - whilst M&S did apologise and offer compensation, Mrs Kanagaratnam was so traumatised she is suffering from PTSD, cannot leave her home and is taking M&S to court to get thousands

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banjo8 says...
9:07pm Mon 4 Mar 13

Claiming this is discrimination is ludicrous, but it doesn't surprise me. False claims of discrimination are another very popular way to seek compensation when it's not deserved.

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greg_x says...
8:19am Tue 5 Mar 13

arrest her for wasting MY time!!

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PaulErith says...
8:32am Tue 5 Mar 13

franksutton wrote:
If she thinks she's got PTSD I can arrange for her to chat to my nephew when he gets back from his current tour in Helmand He was on patrol when a friend literaly got blown apart - they had to collect parts of his body My sister said when he got home he'd wake at night screaming Don't insult people who really have PTSD
Not relevant! PTSD affects everyone in different ways and to different degrees. You seem to be suggesting that unless you've been in the army and seen something horrible, you can't claim to have PTSD.

Report this post »

kentlad says...
12:58pm Tue 5 Mar 13

Dont worry if she is lying about her condition then shes only made it worse for herself going public because now the insurance company who will pay her out will no doubt keep tabs on her at some point.... i have a feeling we will see this story again in the near future where the lovely Pearly Kanagaratnam will be seen leaving her house smiling heading to M&S to spend her comp money! just saying :)

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reptiles says...
3:00pm Tue 5 Mar 13

god maybe i should claim for a supermarket that accused my son of shoplifting - whilst he was with me a few yrs ago. An old lady told security she saw him put beefburger meals up his jumper - when he actually decided he didnt want the microwave burger he picked up and put it back on the shelf in the correct place. As we left he got escorted ( under 16 i might add at the time) upstairs with a security guard - i was not allowed to go with him, he laughed security guard was not amused and asked where he put the burger, so he told him back on the shelf, after looking at security videos he got an apology from the guy - he was only doing his job. but yh if i had thought about it i could have claimed comp for them upsetting my poor child!! :) - did him no harm as he now works for same store different branch, im now traumatised at getting staff discount lol! I cant possibly go in the store without his discount card!!!
What a pathetic story!!!

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Tip-Top says...
3:13pm Tue 5 Mar 13

Reptiles - You let your child go with a stranger somewhere alone?

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Hk says...
3:39pm Wed 6 Mar 13

Screams of comp claims all over it!

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reptiles says...
3:53pm Wed 6 Mar 13

Tip-Top wrote:
Reptiles - You let your child go with a stranger somewhere alone?
at the time i had no choice, but yes as the security guard said he had to go with him he was just under 16 - but in hindsight yes i could have made various claims lol! but as i knew he was innocent and rather shocked by the incident i wasnt thinking straight, but then being a normal person i wouldnt have dreamt of making a mountain out of it!

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reasonable75 says...
8:06pm Mon 11 Mar 13

PaulErith wrote:
franksutton wrote: If she thinks she's got PTSD I can arrange for her to chat to my nephew when he gets back from his current tour in Helmand He was on patrol when a friend literaly got blown apart - they had to collect parts of his body My sister said when he got home he'd wake at night screaming Don't insult people who really have PTSD
Not relevant! PTSD affects everyone in different ways and to different degrees. You seem to be suggesting that unless you've been in the army and seen something horrible, you can't claim to have PTSD.
Not relevant???

Look up what the T stands for

Definately looking for a fast buck from an ambulance chasing lawyer

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