SHOPPERS who were left stranded in Primark at the Westgate Centre during an emergency evacuation have hit out at the store.

Fire alarms 'panicked' shoppers after a customer 'accidentally pressed an alarm' on Sunday.

But Primark has since been criticised for the way it handled the evacuation, with staff accused of 'bundling' out the doors and several customers claiming they were left without instructions or support.

Oxford Mail: Primark at the Westgate Centre

The store and the Westgate have both defended their response.

Anna Thain and daughter Alicia, from Wantage, were on the first floor of Primark when the alarms went off about 12.40pm.

The pair were left stranded in the shop after staff failed to help 21-year-old Alicia, who has multiple sclerosis and is in a wheelchair, as a tannoy announcement called for the emergency evacuation.

Mrs Thain said: "The alarms started going off and everyone carried on shopping, then a tannoy said the building needed to be evacuated, so staff started sending people down the escalators.

"Obviously the escalators and lifts were shut down but people were being sensible getting out.

"The manager told us to get out, but I asked how he suggested we do that.

"Nobody had any idea how to get someone disabled out of the shop and we were just left there for 15 minutes."

Mrs Thain said staff remained with the pair whilst everyone else evacuated and joked how at least the duo 'would be first in line' when shoppers were allowed back in.

She added: "It was just lucky it wasn't a real emergency.

"My daughter was only diagnosed with MS three weeks ago and is in a wheelchair – so for her it was a big deal.

"She was quite distressed."

Miss Thain, who before her diagnosis worked as a receptionist at Oxford Ice Rink, added: "It panicked me, because staff did not know what to do.

"If there was a real fire we would've just sat there not knowing what to do.

"It is frustrating, especially as it's new.

"They obviously hadn't practised this sort of thing and there were also mums with push chairs struggling to carry children down the escalators.

"Staff were just wandering around looking at each other as the alarms were going off, some panicking themselves."

Other shoppers also spoke out about the confusion, including Lauren Tappin, 22, who has complained to the store.

She said: "We looked around and the staff had already gone.

"They'd just bundled out the door, while customers were opening fire exits to get out.

"There were no staff showing people where to go, and when we got out they were all just standing around."

Twitter user 'Dee' added: "No explanation, no security staff around, was surprised at lack of organisation and time it took us to get into street.

"Panicking Primark staff didn't help."

Westgate manager Brendan Hattam confirmed it was a partial evacuation of the centre, following the alarm being pressed by mistake.

He added: "We continuously review our procedures and every incident – we will do so in this case."

Mr Hattam said he believed a sufficient number of staff responded.

He said: "It was a minor incident and the procedure was followed exactly.

"There were plenty of staff around and they have had a lot of training.

"We had quite a few compliments from the public about how this was handled."

Primark spokeswoman Elizabeth Kittle said: "We can confirm the Primark store was quickly evacuated in an orderly fashion and in line with standard safety procedures, which comply with fire safety legislation.

"We are satisfied that our employees acted in a calm and professional manner.

"All Primark employees receive comprehensive fire safety training and regular fire drills are conducted in stores.

"In the event of any fire alarm, disabled customers are accompanied by nominated employees throughout the evacuation process and are supported in any way possible – this was the case at our Westgate store."