Paillasse depuis 1993 Eaux-Vives

Un grand MERCI pour votre avis positif ! Nous sommes très heureux de voir que votre dernière visite dans notre boulangerie vous a plu ! Nous transmettons cette belle nouvelle à nos équipes au plus vite. Encore merci et à très vite dans nos boulangeries, L’équipe Pouly.

Dear Ms Tuaeva, We have read your message with deep emotion and a sense of grave concern. We offer you our most sincere and heartfelt apologies for the intolerable assault you suffered at our Eaux-Vives shop, as well as for the distress that such a situation may have caused you and your puppy. This individual’s behaviour is unacceptable. We wish to assure you in the strongest possible terms that the response you received (‘That is not our role’) in no way reflects the values of our brand, nor the conduct we expect from our staff. Whilst the physical safety of our staff when faced with a threatening individual may sometimes require caution, the duty to raise the alarm, immediate support for customers who have been attacked, and strict adherence to the shop’s rules are absolute priorities. The lack of response and support that you describe is a breach of duty that we take very seriously. Please be assured that we have immediately launched an internal investigation. We are currently interviewing all staff members who were present that day in order to get to the bottom of this incident. Strict measures will be taken, and we will carry out a comprehensive awareness campaign amongst all our staff to reiterate the protocols on safety, conflict management and the obligation to assist our customers. We have taken note of the complaint you have lodged with the police. Should the relevant authorities contact us as part of their investigation, please rest assured that we will cooperate fully. We fully understand your decision to take this action and your desire to share your experience. Our priority now is to rectify whatever needs to be rectified so that such an incident does not happen again in any of our establishments. We remain entirely at your disposal. We would like to reiterate our most sincere apologies for this distressing experience. Yours faithfully, The Paillasse team since 1993.