So for context, here in the UK we are very strict with allergens due to a few issues in the media. We sell a Gluten Free Panini here, that we have to keep in the packaging whilst we toast it in the oven. They are strict about this due to allergens, which I can agree with.


A customer asked for the packet to be removed and I said that we are not allowed to due to allergen and cross-contamination. The customer got irritated and said it had been done before. I explained that things have changed and we are not allowed to remove the packet, even if they are not allergic and it is simply a preference. I am going by multiple sources here and politely explained I could lose my job due to it. Okay, that is a bit dramatic but I could certainly get a stern warning or worse for not following policy.

They got grumpy but said whatever, and left it at that. I feel like it was the right thing to do, I may have been over cautious but I was more worried about getting in trouble and maybe not having a job.