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Original poster

Had a run-in with a store detective

179 replies

MeetMyCat · 14/04/2023 17:48

I bought some make up in my local Boots at lunch time. The self serve till asked me if I wanted a receipt, I said no. On the way out the store, my shopping obviously triggered some sort of alarm; hardly an unusual occurrence so I stepped back into the store, expecting a member of staff to approach me. I realised the item I’d purchased had some sort of security tag on, I assumed this had caused the problem. However Security came straight over, I assumed they would help me and de-tag the item. The woman asked to see my receipt, but I didn’t have one. I rarely request a receipt for small items. She kept repeating over and over ‘I need to see proof of payment’ and I kept repeating that I’d paid but didn’t obtain a receipt. In the end she said that if I didn’t provide proof of payment I would be detained.

I realise store detectives/security don’t have any powers of arrest, and also she was really petite and probably wouldn’t have been able to force me, if I had refused to go with her.

Quite a few people were watching by this point and it was getting quite embarrassing. Thankfully I then remembered that I’d paid using Barclays debit, and any transactions show up on my app almost immediately. So I logged into the app, showed her the transaction, she de-tagged my item and said I was free to go.

I think I’m just posting because I’m pissed off. What on earth would have happened if I hadn’t had my banking app as proof? Where would I stand? Surely failure to obtain a receipt is not the same as failing to pay, and most tills now ask you whether or not you want a receipt.

The moral of the story: forget about being green, always get a receipt

OP posts:
dizzydizzydizzy · 14/04/2023 18:35

How horrible! Exactly this possible problem came to mind the other day when. I was paying and said no to the receipt.

Rosula · 14/04/2023 18:39

Point out to Boots that confronting you in public like this and demanding that you produce a receipt when they don't routinely give them out was potentially defamatory, because the security person was effectively publicly accusing you of being a thief. Tell them this is a really serious accusation and you are taking advice about suing. For what it's worth, that wouldn't be an empty threat because this is the sort of case that lawyers might well take on a no win no fee basis. Whether you want to pursue it or not, it does seem to me you need to persuade them to take you seriously and train their security people better.

Vitriolinsanity · 14/04/2023 18:44

Training gap. If she'd said proof of purchase you'd have immediately thought about your app. Otherwise she should have asked which till you used. They can easily check that too. I noted that Sainsbury have introduced a system where you have to scan your receipt to exit, they've thoughtfully put a bin right next to it.

Ilikewinter · 14/04/2023 18:45

Rosula · 14/04/2023 18:39

Point out to Boots that confronting you in public like this and demanding that you produce a receipt when they don't routinely give them out was potentially defamatory, because the security person was effectively publicly accusing you of being a thief. Tell them this is a really serious accusation and you are taking advice about suing. For what it's worth, that wouldn't be an empty threat because this is the sort of case that lawyers might well take on a no win no fee basis. Whether you want to pursue it or not, it does seem to me you need to persuade them to take you seriously and train their security people better.

Boots dont employee their own security guards, they are employed by a 3rd party. So whilst you can complain all you like its the security guards employer that will need to deal with any complaint you make and its their responsibility to ensure the guard is sufficiently trained.

amylou8 · 14/04/2023 18:53

MeetMyCat · 14/04/2023 17:53

I assume they wouldn’t have had any legal right to detain me?

No they had no power to detain you. A person who isn't a police officer has to know and arrestable offence has been committed and have reasonable grounds to suspect that you have committed it. She did not know an arrestable offence had been committed, she merely suspected one had. A police officer however could arrest you in these circumstances. They only have to suspect an arrestable offence has been committed and have reasonable grounds to suspect that you have committed it. So if she had called the police and they had managed to catch up with you then you likely would have been arrested.
That said you paid on the self service tills, it would have been very easy to show you had paid.

Ollybob · 14/04/2023 18:56

Doesn't make it right but I'm guessing the store you were in may have a higher than usual theft rate.
Many stores only pay for a security guard when thefts are high as they cost a lo.
Generally they are more of a deterrent than anything, sounds like this one is over zealous and needs more training, presume she wasn't fully aware of the technicalities of the self serve machines so just went for no receipt must be a thief line.

ProfYaffle · 14/04/2023 19:00

I always get a receipt. It's nearly 40 years since teenage me almost had to pay for my stuff twice in a shop as the assistant didn't believe I'd already paid and I didn't have a receipt. Not that I carry grudges or anything!

TimeToChange111 · 14/04/2023 19:07

The moral of the story: forget about being green, always get a receipt

Agreed, Sainsburys refused me a refund on some shopping which had a problem as I'd decided to save paper and not get a receipt.
They told me they were unable to look the details up on their system so they wouldn't give a refund. I persisted and got my refund.
So now I always get a receipt.
It seems pretty poor that in 2023 their systems can't look up my clubcard number and find the record of my shopping in their store just 2 days before.

HairyKitty · 14/04/2023 19:23

@NoodleNuts this article seems to be saying that security guards have zero rights beyond those of an ordinary member of the public.
Would you really risk restraining someone because you saw them carrying makeup and no receipt??

SliceOfCakeCupOfTea · 14/04/2023 19:30

I'd rather this happened more regularly than more thefts driving the price up.
Simple enough to prove you bought the item with receipts/cameras/banking apps etc

LakeTiticaca · 14/04/2023 19:42

MeetMyCat · 14/04/2023 17:53

I assume they wouldn’t have had any legal right to detain me?

They have no legal right to detain you. Only the police have those powers

lifehappens12 · 14/04/2023 19:44

Vent away. My local sainburys self service tills used to have the option to not have a receipt.

I was often buying baby formula which is security tagged. One sleep deprived day I bought the formula and declined the receipt.

Set off the alarms and marched back to the self service tillls to get a lecture from the staff about always having to print the receipt.

Now I get baby milk is often shop lifted but why give me the option to not get a receipt when it is needed

Kowloondairy · 14/04/2023 19:49

I once got stopped by a store detective after buying groceries in my local store . Fortunately I know my rights and when the store detective said that I would be taken to their shoplifting room in full view and hearing of other customers who naturally had gathered to see what was going on. I reminded him that it was in fact up to the store to look into the alleged theft before taking me anywhere. The self service tills can be checked to record what items have been recorded through the tills all day if necessary and on which receipt even if has not been requested. The security guard refused to do this and escorted me through the store into the said room. I calmly reminded him that would be called as unlawful detention and as he himself had not attempted to check the till and therefore had made no attempt to check that it would also be classed as a malicious act. Management were called, checked the till, proved that I had paid and said I could go. I asked for the police to be called to make an official complaint both against the store and the employee personally. Calls were made to head office and I was initially offered an apology and a £50 gift voucher. Stuck to my guns and eventually was given a full refund of the items I had purchased that day, and a voucher for £500. Have never seen the security guard in that store again.

girlfriend44 · 14/04/2023 20:35

All this because of self service tills awful things
Use a manned till
Self service is a disservice, is no service at all.

cornishmonkfish · 14/04/2023 20:54

girlfriend44 · 14/04/2023 20:35

All this because of self service tills awful things
Use a manned till
Self service is a disservice, is no service at all.

So true.

GETTINGLIKEMYMOTHER · 15/04/2023 07:26

I always take my receipt from the self service checkouts, ever since I was stopped at the exit and frogmarched back to the till between two security guards.
Unknown to me, a piece of steak had a small security tag on the underside - which obvs. I hadn’t seen - and there had been no alert when scanning it, to summon anyone to remove it.

I had to wait there while they went through the bin to find my receipt - thank God they found it. I’m still pissed off that there was no alert - it was a horrible experience. (In Asda)
Always take your receipt!!

Swishswish26 · 15/04/2023 07:38

@GETTINGLIKEMYMOTHER i was also stopped by a security guard in a large city centre M&S store having bought steak on a self service till downstairs in the food hall. The security tag had gone off at the door. This was a few years ago but I still tell the story to people whenever I am with them at a self service till and they opt not to get a receipt. I absolutely always get a receipt now, no matter which shop I am in.

henchhen · 15/04/2023 07:45

Something similar happened to me in tesco. A trolley full of shopping and it asks if you have anything with tags. I clicked yes and told the person stood nearby. She said "I'll take the tag off when you've finished". Ok, so I pay and finish. I pass her the item (she's seen me scanning and paying) and she says "have you got your receipt". No, I had declined getting one. She then starts LECTURING me about how I need a receipt, takes me back to the till and shows me how to get one. I knew how to get one, I just decided I didn't need one. Honestly must have been a five min lecture before she took the tag off. As I was leaving she said, get a receipt next time. I've overheard the same conversation since in Tesco. Not sure why it gives you a choice if the staff won't help unless you have one

newroundhere · 15/04/2023 07:46

girlfriend44 · 14/04/2023 20:35

All this because of self service tills awful things
Use a manned till
Self service is a disservice, is no service at all.

I'm not sure this is a self service till thing specifically though? Lots of times when I pay at the normal till the cashier will ask if I want a receipt.

electriclight · 15/04/2023 07:47

I think they should be able to stop people who set a security alarm off, and they should be able to ask you to wait while they check for evidence that you've paid.

Otherwise, how would they ever stop shoplifters?

Maybe they just need to stop making receipts optional.

birminghampicnic · 15/04/2023 07:49

Comedycook · 14/04/2023 17:56

Yes this really irritates and bothers me. If the machine asks if you want a receipt it's therefore optional so how on earth can you then be questioned for not having one. It's outrageous.

Because it seems in life we are often presented with ‘equal’ choices which turn out to not be at all as there’s always one that ends up being wrong !

DowntownKingston · 15/04/2023 07:51

I’ve never understood why people wouldn’t want a receipt.

Whatthediddlyfeck · 15/04/2023 07:55

Ilikewinter · 14/04/2023 18:45

Boots dont employee their own security guards, they are employed by a 3rd party. So whilst you can complain all you like its the security guards employer that will need to deal with any complaint you make and its their responsibility to ensure the guard is sufficiently trained.

Show quote history

It’s up to Boots to ensure that the company they contract act appropriately. Do not be fobbed off with crap like this.

I hate the automation of checkouts now. I was in my local Sainsbury’s yesterday afternoon, Friday afternoon, a lot of people still do the weekly shop then, there were 2 tills on, each of which had a queue 6-8 deep of people with full trolleys. When the member of staff asked me if I wanted to use the self service I asked (jokingly) if I’d be getting a discount…we all know the answer….I refuse point blank to use these bloody things…I did my time working on a checkout when I was in my teens

billy1966 · 15/04/2023 08:02

Rosula · 14/04/2023 18:39

Point out to Boots that confronting you in public like this and demanding that you produce a receipt when they don't routinely give them out was potentially defamatory, because the security person was effectively publicly accusing you of being a thief. Tell them this is a really serious accusation and you are taking advice about suing. For what it's worth, that wouldn't be an empty threat because this is the sort of case that lawyers might well take on a no win no fee basis. Whether you want to pursue it or not, it does seem to me you need to persuade them to take you seriously and train their security people better.

This.

I would be very upset at this.

She was extremely unhelpful and should know that she could check the security camera.

She chose to ignore that and harass and humiliate you.

Kitkatcatflap · 15/04/2023 08:11

20 years ago I was in New Look in Oxford Street, I had bought my neighbour's daughter a watch in the department downstairs. Although in a bag, it was small enough to go into my handbag. Upstairs, I made a beeline for the door and the buzzers went off.

The guard approached me and said, 'I'm sorry, they haven't taken the tag off. If you give me the item and the receipt, I can sort it out for you'. I gave him the bag and the receipt. And he did sort it out - quickly. He was very nice, assuming it was their fault before accusing me of theft.