Here's what they say:
I was concerned to learn that you and your wife were approached by our Security Guard due to your wife having her hood up. Please accept our apologies for any upset and annoyance caused.I suppose that we've got to be happy with that. They've apologised and they've explained themselves and they've promised to talk to their security staff. And they replied promptly, which left me a little non-plussed.
I have spoken with staff at store who have informed me that this rule was brought in some time ago, due to problems the store encountered with the young community whom most of them were 'hoodies'.
As it is a problem trying to detect these unworthy customers due to the hoods, the store put this rule in order. Although it is not a policy and is not displayed in our store, they do have the right to refuse entry to anyone they feel are not genuine customer. However, we expect our staff to use their initiative as the decision is down to the Security Department.
Please be assured that your comments will be passed to our Store Manager who will be asked to discuss this matter further with his Security Department.
That said, I'm amazed that they can't tell the difference between a crowd of hoodie-clad, chav troublemakers, and married couple in their 30s (or a five-year old, as evidenced by Delmonti's comment).