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Wrongfully accused of shoplifting!

266 replies

user1465893706 · 14/06/2016 11:10

Thursday I visited a well known supermarket that I frequently visit. Did my shopping fine (without the aid of kids....lovely) went to leave the shop and the alarm barriers went off, backed up my trolley (thought it may have been the gentleman walking beside me who had triggered the alarm) and tried again, same thing happened. I got the attention of the lady working on the self service checkouts and showed her my receipt. I told her the probable cause of the alarm was the razor blades I had purchased. She checked my receipt and couldn't find razor blades on it. I had to dig through my bags to finally find the razor blades in the middle of one of my bags. Was a little annoyed at this point as the checkout girl had obviously not scanned correctly (to busy moaning to me about supermarket and how she has got a new job lined up). I was then taken to customer services and I paid for the razor blades after pointing out that maybe they should have words with the checkout girl to make sure she scans products correctly. I then left the shop. Got to my car, had to repack most of my shopping as most of it had been taken out of the bags in search of the razor blades, loaded my bags into the boot, put the trolley in the bay, got into my car and went to put my key into the ignition (all this had taken a fair amount of time). Just as I was about to start the car I had a tap on my window. I opened my car door to a woman dressed in black who then asked to see my receipt?!? I explained to her that all this was sorted out in the shop and I had paid for the razor blades. She then continued to tell me that was not the issue and it was the fact I had a lot of products in my shopping trolley not bagged up??? At this point I was getting very frustrated. I emptied the contents of my handbag only to find receipts not their then realised they must be in my shopping bags in the boot. I had to get the woman to move out of my way (she had came round the side of my car door as if to block me in) to exit the car. When I got to the boot of my car I was astonished to see the manager behind my car and 4 other employees a little further up blocking the car park??? 6 people in total!!!! I'm a 5ft woman in her 20's!!!! At this point I was absolutely furious, shaking and on the verge of tears. I managed to find the receipts and got the woman to look in my car although after all that she wasn't bothered in checking all my bags and just simply said "I can see its all there" (how when its all packed I do not know) I then asked the woman and the manager for an apology. She begrudgingly apologised but the manager point blank refused saying " I don't have to apologise if I suspect a thieve" they then left me. Luckily there was someone who witnessed all this that knows me from sight from my daughters pre school so she calmed me down enough so I could drive home (although I do not remember actually driving home). Luckily my husband was at home that day and as soon as I got home I had a full blown panic attack. My husband calmed me down, got a friend to sit with me, and took all my shopping back and demanded a refund, he eventually got it. He asked to speak to the manager 3 times and each time he refused to come speak to my husband. On the 4th attempt he got the employee to relay on the phone that he was not willing to come and apologise as in his eyes I was still a thief? I have written a letter of complaint and am still awaiting I response.

OP posts:
ilovewelshrarebit123 · 16/06/2016 18:54

I deal with complaints of this nature for another retailer. You absolutely do have a case as they can't do this.

You have to be seen to select, conceal and exit store with the item. You can reasonably expect that if you've put your shopping on the belt, it's been scanned, and if it hasn't it's not your fault.

You're not going to stand and check your receipt just in case every time.

You need to do the following:

Write a factual letter to the Regional Manager, outlining what happened. Send it recorded. Tell them the manager has called you a thief.

Ask to be invited in for a personal apology and goodwill gesture.

If this fails, consider Twitter, Facebook etc.

Then say you'll take legal advice if they won't apologise. I've paid out in the hundreds in goodwill for this kind of thing.

PM if you need more advice.

ilovewelshrarebit123 · 16/06/2016 19:01

Oh, and if you want to pay £10 you can file a data subject access request for a copy of the CCTV.

You have to pay £10 though but they can't refuse if you're on it and they have it saved.

HamletsSister · 16/06/2016 19:12

DH got stopped today. Totally different experience, showing just how bad things were for you. He used a cashier checkout but was hurrying (I had to go to sit in the car as unwell). Rushed through doors, alarm went off. Stopped. Security came, said, " Can I see receipt" and then, as DH was getting it said, " Oh, don't worry. Let me try" and then pushed the trolley through again - no alarm ( and only fizzy water and some tins). Sent him on his way, very apologetic.

So, OP, they did NOT treat you well.

hallgreenmiss · 16/06/2016 21:03

londonmmmy1966, you say that you were frogmarched twice by shop staff. That constitutes assault. The only people allowed to physically restrain you in any way are police officers. The only exception is a 'citizen's arrest', and that is lawful only in very limited circumstances. These people committed a crime against you. Store security guards should not touch you.

user1465893706 · 20/06/2016 08:58

I've been a little quiet on this post. I was admitted into hospital Thursday. I have yet to have a response from the general store manager so it is time to name and shame. The store was Asda Kings Hill Kent.

OP posts:
DoloresVanCartier · 20/06/2016 10:32

Hope you're ok OP!!! Bit far for me to boycott as I'm in Scotland but I'm boycotting in spirit!!

user1465893706 · 20/06/2016 10:48

That made me chuckle thank u xxx

OP posts:
QueenImpatient · 20/06/2016 11:55

user1465893706 you're not being unreasonable at all! I'm glad you named & shamed. Don't listen to those who are getting narky, they weren't there. This type of thing is not ok! I've run multiple businesses now for over 10 years & I can tell you if my staff treated a patron in that manner it would be their last shift.
Don't let them get away with intimidation.
Hope you're feeling better Smile

AntiHop · 20/06/2016 12:15

Get well soon. Flowers

KilgraveMadeMeDoIt · 20/06/2016 22:44

I was wrongly accused of shoplifting once. I asked the cashier in savers where the fake tan was (I was 16 with a party to go to that night) and they didn't have the brand I wanted. So I thanked her, looked and left. Went into another shop that sells things like fake tan and make up bits. Only the police came with the cashier from savers demanding to see my bag and made me empty it out in front of all the other shoppers rather than in a private room. All I had in it was my purse, phone, a book and some tampons. Mortifying. I couldn't stop crying or shaking. The cashier came out and told me she didn't want me going into savers again when I walked past later, I don't know why because I hadn't done anything. I've not stepped foot in there since out of principle. Some people get some kind of power trip in those jobs it seems!

RavenclawRemedials · 20/06/2016 23:46

User you might be interested to know that some of these stores offer incentives to their staff to catch shoplifters. I have worked for this company and they used to give rewards to any staff who caught customers taking things they shouldn't. Fine in theory, but fraught with danger on so many levels, as it encouraged untrained, unqualified people to either (a) wade in and get the situation completely and utterly wrong, damaging the relationship with the cusstomer Grin customer, or (b) put themselves in an unnecessarily vulnerable position by confronting potentially dangerous individuals. I can completely see how your situation has come about. It's not an individual's power trip, it's company ideology.

user1465893706 · 21/06/2016 07:27

I keep getting this when I post the link to this post on the asda fb page. Does this mean they are blocking my posts?

Wrongfully accused of shoplifting!
OP posts:
WalkingBlind · 21/06/2016 08:10

Is this because it's a link? Some virus' post links on pages so they can block links altogether, you're maybe better repeating the post as a comment rather than linking? Although I'm not 100%

londonmummy1966 · 21/06/2016 09:34

Hello OP hope you are OK /feeling better. Well done for naming and shaming. These heavy-handed guys seem to have absolutely no idea how awful this type of behavior is. What bugs me is that they work for major stores who can afford to train them properly so that these issues really shouldn't arise.

user1465893706 · 21/06/2016 09:44

Thank u. Yes i am feeling a little better. I have taken walkingblinds advise and now written comments. What I don't get is why I still haven't had a response.

OP posts:
londonmummy1966 · 21/06/2016 14:02

I'm sure you will get comments OP. They may well be taking time to look at the situation properly and find out just what did happen. Given you tried to link to this thread you may well find that they are still trawling through it and are probably still sidetracked by the "how did you know it was the razor blades" brigade..........

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