HEMA Centraal station Leiden

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Ik haalde zojuist een NOTdog, ook nog verduidelijkt de VEGA hotdog. Ze vroeg het ook nog aan me "dus de vegetarische?" En ik antwoorde met "ja", dus er was geen misverstand. Ze geeft me de dog, zogauw ik in de trein zat nam ik een hapje en helaas proefde ik en zag ik gelijk al dat dit een vlees hotdog was. €3.25 weggooid.. Dit is niet oke. Dit mag niet gebeuren.

Good but small, also Hema should sell groceries as well

On 31 January 2026, I ordered a hot dog “with sauce” at Hema in Leiden Centraal station. The staff member did not ask which sauce I preferred and instead applied mustard by default. When I pointed this out, another staff member, a blonde woman, approached with a hostile attitude and said, “This is HEMA. When you say ‘with sauce’, it automatically means mustard. You should specify.” This response is unacceptable. Although a new hot dog was eventually made, the attitude displayed was rude, dismissive, and unnecessary. This letter will be sent to HEMA headquarter as well, to pursue a fair service from HEMA. This bad experience raises several serious issues that require clarification from HEMA at a corporate level: 1. Is this an official HEMA policy? If “sauce automatically equals mustard,” why is this rule not clearly displayed anywhere in the store? There was no signage, no menu indication, and no prior notice. 2. Why is this ‘rule’ applied inconsistently? At HEMA Den Haag Centraal, staff routinely ask customers which sauce they prefer. Why is Leiden Centraal different? Are customers expected to guess which HEMA location follows which unwritten rule? 3. Is this discriminatory treatment? As a foreigner, I was spoken to in a condescending manner and blamed for not knowing an unwritten internal assumption. I must ask directly: Are foreign customers expected to “just know” these rules? Would a Dutch customer have been treated the same way? Why was clarification not asked politely, as basic service etiquette requires? 4. What about food safety and allergies? Mustard is a known allergen. Applying it by default without confirmation is irresponsible and potentially dangerous. Is this really HEMA’s food safety standard? 5. Is this HEMA’s understanding of customer service? Should customers adapt to staff assumptions, instead of staff providing clear and safe service?

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