I am writing on behalf of a friend who was recently caught shoplifting in Waitrose. It wasn't a significant amount, around £35 worth of various items. She went through the standard procedure of being stopped by a security guard, the goods were returned and no police were involved. She was also issued a ban from Waitrose/John Lewis. I have read the advice on here about what to do with regards to the RLP letters, the first of which she already received, however my question is about further police involvement. My friend is currently on a residence permit and is terrified that this case will go on her criminal record and she won't be able to extend her stay/will run into problems with the Home Office in the later on. I have spoken to someone who worked in Waitrose about 8 years ago, and they told me they used to fill in police reports approximately once a month detailing all the people who'd been caught shoplifting. Does anyone know if that information is correct? It seems strange to me that they would be reporting to police post-factum, rather than letting the police deal with it there and then, however I really am not an expert in these matters and was just wondering if anyone has ever heard anything about the police following up on a case later on without having been involved during the actual incident. Thank you very much in advance, any advice is greatly appreciated.

Hi, last week I went to Waitrose, bought some shopping and did not scan a packet of sushi, when I exit one guy in civil clothes came after me and took me back, I admitted that I did not pay and I felt so embarrassed... they took my details, name, address and date of birth and banned me from Waitrose or John Lewis for life.... and they said I should expect a fine in the post anytime. I'm really scared as in the letter says I should seek legal advice asap. Also the fact that I can't enter John Lewis ever again make me so upset. I did before took a banana or a croissant without paying but never other stuff. Definitely not ever gonna do this thing again!!!

Hiya, I tried to take about £30 of shopping from Waitrose today. I know I'm an idiot (hence the username) I'm not doing it again, I've been scared about it and want to just move on. I'm worried about the civil recovery thing. I admitted to having taken something before on one occasion from Waitrose and so they gave me a lifelong ban. They didn't contact the police but they scanned my ID and took a photo of my face. I got given a letter from RPL. What legal advice do I need to get? They told me I will get a fine 'probably around £100'. When will I get this letter, does anyone know? what happens now? The letter says at the bottom: 'In principle the Data Protection Act 1998 does not prevent the use of data for civil recovery and employment screening purposes... Your personal data may be stored and used by prospective employers within client companies to make employment decisions...' What does this mean realistically? I think I might want to work with kids as a teacher - will this stop me from being able to? Any help is appreciated.

I ordered some fresh fish online , how easy was that I thought, took my order then gave me a collection date with a 2 hour window at Billericay branch. I made my way through the marauding hoards on a Saturday after queuing to get into their car park to pick my Kipper cutlets I was cooking for a large breakfast. To my surprise my fish seemed a little light, so I checked to find £5.10 worth of fish, I asked where the rest was to be told they only get told of the order the day before, is this not a system fault , yes was the reply. Oh well that's ok then! All was good as stopped off to the local church on the way home to enquire how I could make fish for the masses a la Jesus, but they were shut. I'll write a letter of protest to my friendly Waitrose customer service. I was lucky to get Fiona Bristoll WOW nothing was too much trouble seemed to be her mantra, but that's what I got NOTHING! Fiona told me it was all my fault as I'd bought in bulk and the system couldn't deal with that, and I should have ignored the date I was given to attend and ring them and give them notice. My crystal ball was in for repairs ,typical! I know I'll ring them as the 'customer is always right' hasn't filtered down to Fiona, I rang and was put through to another member of the team, I recounted my adventures and after 5 minutes was told he couldn't help me, it was nice talking to him though, friendly chap. I was put on hold for several minutes to talk to a floor supervisor, but that was OK as I had nothing better to do and the lift music was quite funky. I was answered by another friendly lady, I explained (again ) that all I required was notice that the item would be ready to pick up, cant do that we don't do live stock updates, should you not? I enquired, its impossible you should have contacted the store and sorted it out with them , of course I should have , but wouldn't that negate the need for an online service if I should just deal by phone with the store, just a thought. Told me she was sorry several times." It happens all the time with bulk orders", I repeated to her from the previous customer service agent , yes with bulk orders it often does, shouldn't someone be told so that so it can be corrected? I naively asked, I'll put you through to someone else that can help, lovely I said cant wait, no rush, really getting into the hold music now , quite disappointed when it was interrupted 5 minutes later by Kieran (not as disappointed as would be 10 minutes later) through to the head honcho , the main man, the big cheese. He hasn't risen to the heady heights of customer service by fobbing off customers I thought, so Kieran wanted to hear it from me, no problem as I had know learnt my patter off by heart, so off I went and disclosed all. Ahh said Kieran I see the problem!! You should have read terms and conditions, ahh he hadn't understood bless him , I ill explain that the system took my order, I entered my £47 payment , told to pick up order, but order not ready. NOPE definitely should have read terms and conditions, Kieran I asked , man to man , do you read the terms and conditions on everything? Yes I do, he proudly declared, Kieran I don't really have the time to do that when all I want to order is some fish, and I don't suppose most of your customers do . We have 1000's of happy customers I was told, ( they must read the terms and conditions I suppose), But wouldn't it be simpler if the computer just 'said no' and I could get my order elsewhere? No I was vehemently told by Kieran no retailer in the world could do that. Not even TESCO I tentatively ask, No not even them , I do my shopping with them said Kieran (I was beginning to understand why) and they cant do it. What you should have done was put it in comment section of order what you wanted them for, that it was for a PARTY. AHHHH THAT WOULD HAVE GOT MY ORDER COMPLETED I declared . No but at least they would have rung you to tell you that it couldn't be done, stupid me. We chewed the fat for a while which was ironic as it was all I could offer my guests ! We do try our best, and if its not available we try to offer supplementary items, But I only want my kippers, I said trying to stop my bottom lip from quivering, I started to feel I was in an episode of Fawlty Towers with Kieran doing a passable impression of Basil. There's nothing I can do, terms and conditions , you do understand, I didn't really but as stubble that had grown while hanging on the phone was itching and needed shaving I meekly accepted that it was all my fault , I should have read terms and conditions, I should have ignored everything the online thingy told me , I should have rung the store, I should have been realistic ( as Kieran pointed out) and accepted there was no way the store could get that amount of fish in at short notice, it was all my fault (he was good, this fella, I started to apologise to him for wasting his time). One last try , is there really nothing that could be done to smooth the online process, really ? We can put me on the moon I helpfully explained, We cant always get it right, no I agreed, but here's something that will make you laugh Kieran, it happened last time I ordered , oh how we chuckled, I think I even heard Kieran slap his thigh. He felt my pain, he knew I'd been treated badly , he knew I'd wasted my time talking to several advisors and emails, he knew I was talking common sense, I was readying myself , maybe they will send me my order? maybe ill get a discount? I now knew how they felt on Deal or no deal, there was a silence I could hear Kieran's intake of breath , I readied myself £10 off your next order triumphantly declared, Kieran I said take your £10 and ..............

Waitrose Online Shopping:- Do they give a stuff about your refund for an unsuitable returned item? I think not and you won't get a refund easily if my experience is anything to go by. Is this Company Policy or is it the Store Manager who can't or won't manage? I made an online order which arrived in early February, an item was substituted I was offered 2 salmon fillets instead of the 4 that I had ordered. I refused the substitution as we are a multi person family, the driver told me I would get the substituted item credited back within 7 days, (£5.99). This did not happen, I contacted Customer Services via email, (I always do everything in writing as phone calls are easily forgotten), they said the refund would happen within a further 7 working days and they would contact the local store. Another 7 days; nothing! I again contacted Customer Services (the same agent) by email they said they had contacted the store who would credit my card withion 5 to 7 days and the Store would email me confirming that. Guess what? Nothing! So, one month from the initial order delivery, I made copies of my order, my emails and my card account and went out of my way to the Store and explained the issue to a Customer Services Supervisor who then refunded me the £5.99 in cash, plus £15.01 for my expenses, i.e. paper ink, diesel and my time with a "Sorry" She took all of the paperwork from me and said I would probably get a phone call from her manager to find out more. Have you guessed? No I didn't! I honestly believe that if I had not chased them, I would have had £5.99 appropriated from me with the apparent intention of permanently depriving me of it. There has been more than a little negligence in that way they have dealt with my money but at what level? So to date I have been refunded my costs, (barely) and a verbal sorry from a supervisor, nothing else. What did I expect? At least a verbal or written apology and explanation from the Manager as to why the Store failed me. So, no more online shopping because I can not trust Waitrose to do the honest thing without a fight or the right thing in hindsight. Can you? There are other supermarkets out there.

My mum was in Waitrose on Sunday afternoon, and was suffering from a severe confusion and memory loss because she was entering a hypo from diabetes. My mum couldnt remember what had happened, but told her husband that she had been banned from waitrose. An ambulance was called as she was very ill. She was rushed into hospital with hypoglaecemia and a suspected heart attack. While she was in Waitrose, from what we can piece together from what she can remember, she was thrown out for shoplifting a packet of lozenges. I phoned the store this morning to ask them if it had really happened, because my mum was incredibly confused, and asked them to shed some light on the events. The woman on the phone was incredibly rude and just kept telling me that my mother was in perfect health when she left the store. She told me they had my mothers details and that she was banned from the store. I asked my mother how they got her details, and she said she thinks she can remember them taking her driving license from her purse, along with her Waitrose loyalty card. The police were never called, and she was removed from the building and sent on her way. She was rushed into hospital by ambulance a short while later. I have contacted their head office as the branch was no help. They were very apologetic, but told me they could not discuss it without written consent from my mum. I explained that she was unable to do that at present as she is not a well woman and that I was concerned with how they handled an obviously incoherent and ill oap. They replied several hours later that they had spoken to their legal department and were told not to discuss the matter with me without written permission from my mum, despite me telling them that she was unable to do so. So, does anyone know if they had the right to go into her purse? What is the protocol for this kind of thing?

Hi All, I hope you can provide some insight to this situtation my wife has gotten her self into. A bit of background: My wife is here with a UK spouse visa due to extend in six months. She was accussed at waitrose for shoplifting a product worth 9.99. They took her to the office and took a picture, she was with the baby. They have given her a letter not to enter waitrose anymore. What happens next? will the police be involved? Is this considered as a criminal record? We are due to extend her visa, will this affect her? Thanks, Siph

After having used Ocado for a long time, both for personal and business use, I joined their facebook page. I was shocked to find that during the bad weather at the end of last this year, employees were posting such things as "if you expect to have your groceries delivered, then we (the delivery drivers) expect you to clear your path." I and another customer pointed out that there are many reasons why this may not be possible eg old age or disability. I also objected to the tone and content of this post. The wife of one of the other drivers wrote that "disabled customers should stop moaning and use the local shops in bad weather!" Several other employees also said that they "liked" these comments. I made a complaint and was told that they have a social network policy, but that it was not available to the public, that "liking" a comment is not the same as saying it and that the partners of employees can say what they like as they are not employees of the company. Things became more serious at Christmas time. One employee began to harrass me on facebook (presumably because i'd made complaints in public and/or private). Ocado were indifferent to this and it was only after he began to impersonate me to try and humiliate me that he was banned after I contacted facebook about it. Shortly after this, another delivery driver began to insult me and openly use obscene four letter words. I made a further complaint and was ignored, even after sending them a copy/paste of the posts. Several of my posts of no importance were removed by "The Ocado Facebook Team" eg how much I enjoyed the marmalade cake that I had recently purchased from them. After being ignored the first time, I sent them a message asking to be put in contact with the office of the CEO. This resulted in me being banned from the page!!! I managed to find the details myself and was told that "Ocado are under no obligation to respond to communications (from customers) on facebook or via any other avenue" and that "they do not have to give a reason why they ban people from their facebook page". In response to my question as to what action had been taken regarding my most serious complaint about being verbally abused and why the individual was still posting on the page, after I, the customer who had been verbally abused had been banned, I was told that "this was a private personnel issue". Needless to say, all accounts with Ocado in my direct and indirect control have now been closed. I am really disappointed that this company has turned out to be so false. I genuinely believed that this company was totally customer focussed, as, up until interacting with staff on-line and with the CEO office, the only contact I had had was with the delivery drivers at my home who were polite, friendly and helpful. Sadly, it seems that it was all false and, after scratching the surface, I found out what employees and management REALLY think about their customers. I thought i'd share this to help others (disabled or able bodied) decide if they should use this particular company. Thanks for reading this, Richard.

Hi all, I came across this site via an online search and thought you might be able to help me. I've just received today a letter from Waitrose in Brentford prompting me to pay a fine of £70 for parkign there last week. Apparently I had over-stayed at their carpark by an hour. Now when parking there I was under the impression that the carpark was free as there were no obvious signs notifying me of the 2 hour parking limit. I hardly feel that paying this fine is fair at all and only just realised I over-stayed because of the letter (I haven't had a chance to read the letter because I'm at work and my family notified me of the fine via phone call). I apologise if this issue has been discussed on the forums; I'm at work so I haven't had an opportunity to search through many topics. I will sincerely be grateful for any help you can provide me on this matter. Cheers