Llandudno: Asda shopper claims she was left in pain when her shopping trolley jolted to a stop

An Asda customer claims she has is having to restart physiotherapy for an existing back problem, after being left in pain when her shopping trolley jolted to a stop.

Lucy Cousins is seeking an apology from the supermarket giant after an incident as she left its Llandudno branch on Saturday morning.

She says she was left startled after her trolley came to a sudden stop before the alarms went off and she was confronted by a security guard who checked if her receipt was valid.It is understood the store has devices which can cause the wheels of trolleys to lock during a security check.

Ms Cousins, 47, who has endometriosis and two slipped discs in her back, said: "I walked straight to the door and as I got to the door my trolley stopped dead, causing me to crash into it and fall over the trolley. I lean on the trolley and use it as a walking aid."I plough along with it in an effort to get through the shop as quickly as I can because I've got limited time upright. It was a fright and the alarms went off."I don't understand why it stopped."

She claimed: "I told the security guard how much it had hurt and he said 'yes, it does hurt.' He waved his hand to indicate the (trolley) sign which is on the glass next to the door."But at the time it was early so the opticians wasn't open and their stuff was piled up in front of the sign. I came out in tears."Ms Cousins added: "I couldn't phone the customer helpline because it didn't open till 9am. So I drove to my parents and phoned from there."They were apologetic and put me onto somebody from the store, who was also apologetic, and promised somebody would call me back on Monday."

She added: "They were apologetic but the store manager said there was nothing wrong with their trolleys, that it was not a mistake and that it was my fault for not going to a pay point which is completely wrong as I did."Ms Cousins claimed: "I'm hurt physically. The whole thing was quite upsetting. If they'd said at the time it happened 'here's a £25 voucher, we're desperately sorry, can you please forgive us?' I would have walked away thinking that they cared."Now, I'm upset with them. I'm cross."

ITV Wales asked Asda for a comment. A spokesman told the BBC: "To ensure colleague and customer safety and to prevent theft, we have a number of security measures in place at all of our stores."

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