To make a complaint

[KylieCharlene]

Out shopping this evening I go into a shop I frequent weekly. It sells cheap 'designer' stuff and homeware. I decided to go for a browse on my way home- maybe see if there's anything in there for my DD's Birthday which is next week.
Staff member has followed me around making it obvious she thinks I'm a shoplifter. She's been hiding around corners and watching my every move. Radioed to fellow staff member making them aware of my presence (I couldn't help but see and hear as she stood two rails behind me).
I felt so embarrassed and I actually picked something up and went and bought it as I didn't feel I could leave the shop without having made a purchase as I felt guilty even though I hadn't done anything!
At the till I was met with a stare too. No greeting/smile as obviously he'd been told the likely shoplifter was on her way.
I think I should have said something at the time but I was really unnerved and worried it would make me look more guilty.
Aibu to email head office and complain?
Would they care/do anything?
At the very least I want this member of staff to be aware there has been a complaint made.

Were you wearing a balaclava?

What did she say on the radio? Did she describe you?

That is weird, OP.

No point. Nothing was said to you, you were not challenged. Avoid this shop in the future.

I’d complain. Their staff weren’t discreet were they. Head office should know how clumsy they were. Point that out.

Staff member was probably doing security that day. Its part of their job to check shoppers out. How else do you think the majority of shoplifters are caught? If they don't get caught prices go up or the shop shuts. Which would you prefer? Don't complain and grow thicker skin

I wasn't wearing a balaclava. In fact the bloody coat and boots I was wearing were bought from that bloody shop.

Yeah, but were the hand grenades that were obviously hanging round your belt bought from that store, as well?
Seriously, that sounds alarming!
The only thing I can think of is that you fondled the designer handbags too much and that you might have looked shifty!
Strongly suggest that everyone on MN descends on ( I'm assuming somewhere like TKMaxx) and starts to look shifty at twelve noon tomorrow, just to freak their security systems out!

I wasn't wearing a balaclava
Well that rules my theory out then.

Maybe it’s a Dwight-from-The-Office type - very overzealous in the protection of their stock.

But also, who could resist, (if given a radio and the job of protecting the stock) from putting the stealth mode into action?

Radio Hiss: “Grey Squirrell to Brown Bear: suspect is headed your way, will maintain visual on suspect until you confirm your visual on suspect, Grey Squirrel out.”

“Brown Bear to Grey Squirrel: Affirmative visual on suspect, suspect now approaching tills, Grey Squirrel stand down. Brown Bear out.”

Maybe it was a slow day. Maybe you fit the description of a previously un apprehended shoplifter.

FWIW I’ve had the same happen to me but without the radios. And I wasn’t wearing a balaclava either.

Thanks for the comments. Some have made me smile- although I'm still furious.
So what's the consensus on complaining?
I'm still with @Suzanne999.

I'd complain and ask them to review the CCTV footage. Hideous experience.

I’d complain! If anything just to get it off your chest. I love a good complaint :)

You might have met the description of an active shoplifter from earlier. When I worked in retail (many, many moons ago) all the shops used to radio each other descriptions. Shoplifters do look normal you know, they don't carry bags marked 'swag'.

I was followed in shops all the time back when the DC were in buggies. I liked to piss them off by sloooowly moving about the shop looking at absolutley everything. Extra satisfying on the occassions that I went on to buy loads of stuff.

@StoneofDestiny

I'd complain and ask them to review the CCTV footage. Hideous experience.

Complain about what? Nothing happened. The OP wasn't apprehended or questioned. The staff were watching her, so watch. The staff watch loads of people to check for shoplifters.

Also the company will probably see losing stock to shoplifters as worse than a customer being pissed off so your complaint will go nowhere. My store was 'fined' for lost stock.

I had this too recently! I was followed around boots by the security guard, I felt really self conscious picking the tampons I wanted because he made it very obvious he was watching me. Then the same thing happened a few days later when I went for a prescription.

I don’t understand why me though, both times I was in smart workwear with no handbag or coat and car keys in my hands because I had no pockets so it’s not like I had somewhere to hide everything I was clearly stealing.

At the same time there was a group of rowdy teenagers with half running wild and the other half huddled around the makeup but he didn’t seem to notice them.

I wouldn't necessarily complain but I'd get a refund on the item and possibly mention you felt compelled to purchase it because you were treated like a criminal while you're waiting for the refund to go through.

@Pixiedust1234

Staff member was probably doing security that day. Its part of their job to check shoppers out. How else do you think the majority of shoplifters are caught? If they don't get caught prices go up or the shop shuts. Which would you prefer? Don't complain and grow thicker skin

They can’t be much of a store detective if the OP was aware enough of their presence to become so uncomfortable, she feels the need to complain.

A similar thing happened to someone I know - although she thought she was being followed by a random weirdo, so approached the customer service desk for help. The woman on the desk had to rather sheepishly admit that the ‘weirdo’ was actually the store detective.

@StoneofDestiny

I'd complain and ask them to review the CCTV footage. Hideous experience.

I really don't think they would piss about reviewing security footage for a non event.

I would have just left never to return

Imagine if you were a mystery shopper and that's the reception you received. Yes, shops do have to deter shoplifters, but if they make browsers so uncomfortable they don't want to come back, then the staff are shooting themselves in the foot.

If I email Head Office does anyone know if the branch will actually find out about this complaint or if I'll just receive a standard default reply along the lines of it's their procedures and it's nothing personal blah blah blah.
I really want the staff involved to be told that this just isn't acceptable and that they've really pissed off a customer.

I had this in superdrug, one that I went in all the time and spent a lot of money but this time I was looking rough (early pregnancy to thank for that) and it was awful, followed me around, pretended to fix things right next to me. I did complain and they said they reviewed the cctv and the staff would be retrained.

You can watch for shop lifters without making people feel so uncomfortable.

I would definitely complain. It's disgraceful that they're treating an ordinary shopper as though they are a criminal. Why would you ever want to go back into that shop again?

This happened to me at a M&S train station shop. So a small shop. I went in with my son and asked him to pick up a pack of biscuits. I spotted the security guard as I walked past him by the biscuits.
Round the whole shop every where I turned my head he was there watching me. I felt very uncomfortable. I must have spotted him about 4 times following me around.
I bought about 6 items and when I left I really wanted to say something because he ended up standing right by the check out too which made me even more uncomfortable.

I hated every minute.

If you feel strongly about it I would. No one should be made to feel like they are a shoplifter (when they are law abiding citizens who would never steal!) I know the security guard doesn't know that but singling someone out and following them is not on!

I’m still furious. So what's the consensus on complaining?

Voting is enabled and looks like it’s at 64% in favour of complaining. When this did happen to me, I was furious as well. It was a plain clothes person that followed me around and made it clear that they were watching me.

Even though I joked about it, I doubt it matters what you wear, a wide variety of people steal out of compulsion- remember Winona Rider.

Are you saying I look rough @PutOnAHappyFace ?

I had this once, it was horrible! I complained at the time and they made me feel like a mad woman. I then wrote a complaint email to head office which was ignored. The (large) company went into administration not long after (pre Covid) and I can't say I was surprised, the customer service was shocking!