The department store John Lewis has apologised to a mother who was asked to leave its shop in Greater Manchester because her toddler was having a tantrum.

Lindsay Robinson was shopping at the Trafford Centre branch in Dumplington when her 16-month-old daughter, Heidi, had a crying fit.

As Robinson was trying to calm her child, a member of staff from the menswear department approached and made the pair leave the shop.

“He said to me, ‘I’m afraid we’ve had a complaint, you will have to leave,’” Robinson, 36, said. “I was shocked. I dropped a keyring and rucksack for Heidi that I was about to buy, and this staff member escorted us out of the store.

“Heidi has only just learned to walk, so I use a harness for her as she is a bit unsteady on her feet. I was carrying her and she started to lose the plot. I was trying to put the harness back on and Heidi was loud and vocal. I was trying to do my best to calm her down, and get her harness on so she didn’t crawl off … Then I was asked to leave. I felt quite upset.”

Robinson, of Prestwich, made a formal complaint to John Lewis, which has apologised but confirmed that staff had asked her to move.

Robinson said: “I called customer services and someone did call me back. They apologised and said the member of staff’s behaviour was out of order. They said they would send a £20 voucher as an apology. I don’t think I will be going back to that store.

“I am not interested in any voucher or money. My point is that when shops see a mother trying to deal with a child having a tantrum they should cut them a bit of slack. I was made to feel like a rubbish mum.”

She said the incident was embarrassing: “Everyone was looking at me. It is a shame because I am a loyal customer. When I got married we had a wedding list of presents from there.”

The incident happened at 12pm on Saturday when the store was packed with people shopping for Mother’s Day gifts.

Robinson said she wanted a personal apology from the member of staff responsible.

John Lewis said: “We are very sorry that Mrs Robinson was upset after visiting our shop. One of our managers spoke to her on Saturday to sincerely apologise and today our head of branch has written to Mrs Robinson to formally apologise again, and has also sent her flowers.

“Although our partner didn’t escort Mrs Robinson out of the shop, he did ask her to leave in response to other customers’ complaints. We’re speaking to the partner about what happened, and how we could have been more sympathetic to Mrs Robinson and her daughter.”