The same happened to me, I complained and this was the response.
Thank you for taking the time to speak with me recently and I appreciated it very much.
Further to this, I'm really sorry you feel that by asking motorcyclists to remove their helmets, they are being made to be figures of suspicion and that this is unfair as customers that wear a Burka or other dress that covers their face aren't asked to remove this. I can see your point of view, as if the reason to ask for helmets to be removed is security, and then surely the same applies regardless of the item used to cover the face. However, please let me reassure you that we're not trying to implicate suspicion on motorcyclists, rather as the Burka is worn as part of religious dress, so being a sensitive subject, in most cases we're not obliged to ask them to change or remove any part of this dress.
After investigating this, it seems that the sad reality is that some of our stores have suffered a number of robberies involving people wearing helmets and we are a large target. Stores that have a high security rating will ask customers to remove their helmets. It should be politely requested and is down to the direction of the store. This is why it may vary from location to location.
However, upon further investigation with my Business Support Team, I have been advised that there is no need to remove helmets to use ‘PayatPump’ and I’m sorry for giving you the incorrect information on our telephone call. Please note that our fuel and kiosk buying managers are serious bikers, so this is in no way an anti-motorbike campaign.
In regards to the think 25 policy, all products that have a minimum age requirement of 18 could result in the customer being asked for proof of identification if you are lucky enough to look under 25. Please find a list of the products that are in accordance with this policy:
Alcoholic Drinks - 18
Fireworks - 18
Gas lighter refills - 18
Knives (all knives, plastic knives, oyster knives etc) - 18
Other solvents - 18 (if possible abuse is suspected)
Tobacco Products (including cigarette papers)- 18
Videos/DVD's/CD's/PC/Games - 12, 15, 18, (according to the classification).
At the moment this issue is under great debate, as there are a number of people with good arguments both for and against the matter. However, please let me reassure you that currently we ask for helmets to be removed simply for security reasons and this approach is taken in line with other retailers. As a business, we hope customers won't take any offence as absolutely none is intended and we are grateful to our customers for observing the notice.
Even so, as a large retailer we find customer feedback incredibly valuable and as such I’ve passed on your comments and concerns to our Head Office who will discuss these points internally at their next review meeting.
Thank you for contacting me and once again, please accept my apologies.
If you have any further queries please do not hesitate to contact me at email@example.com quoting TES9790410X.
Customer Service Manager
Tesco Customer Service