Banned from Morrisons - next steps

[ajbutler91]

I have just been banned from Morrisons for 'shopping suspiciously' in the beers and wines section.

 

I often go to the store, and most of the time I purchase goods. This occasion I didn't as I knew that what I was looking for was cheaper at the Coop around the corner.

 

I was approached by the security guard as I was leaving. He asked me if I was carrying anything I didn't pay for. I protested and said I wasn't, and said he could search me.

 

He said he didn't need to, instead instructing me not to return to the store.

 

Again I protested, but politely asked why this was.

 

He said he didn't like the way I was shopping, and that I was acting 'suspiciously'.

 

I asked if I could appeal this; he seemed surprised, and responded with a long explanation about the process, ie. contacting head office. Clearly he was hoping this would seem to complex and I would just accept the store's verdict.

 

What makes me angry the most, is that they have presumed I was going to steal something - hardly innocent until proven guilty. If I had taken something, I would of course accept I shouldn't be allowed to return.

 

I have never taken anything. I know some of the staff and they would agree that I never would.

 

What also makes me angry is that they now presumably have me on a 'rogue gallery', again criminalising my character. This itself is a breach of my privacy and my ban is a breach of my freedom as a consumer.

 

I don't know what to do, I want to take this further. Does anyone want to advise me on what to do? I was thinking of heading to the Citizens Advice Bureau as a first stop - appealing to their head office seems like a wild goose chase, and obviously would end with them upholding the store's ban.

 

Cheers,

 

Alex B.

[MARTIN3030]

Welcome to the site.

We quite often get reports here of over zealous store security staff.

I would suggest that you put a compaint in writing first to the store manager asking for a response,and if you get no joy there,then write to their HO in Bradford.

 

Or you could do it online.

Will move your thread from here,please feel free to ask further and keep your thread updated.

 

https://www.morrisons.co.uk/Help-and-information/Contact-Us/

Edited April 11, 2012 by MARTIN3030

[ajbutler91]

Hi, and thanks for the fast response.

 

My only concern is that dealing with the store seems pointless, the security guard also mentioned that a senior member of staff had asked him to come over and talk to me. Even going to their head office seems like it would offer the same outcome.

[MARTIN3030]

Yes I can understand your points.

Head office may want to know why you did not complain to the store manager,I dont know how they are working,but when I had probs with my local Tesco their HO said I should have contacted the store manager.

Maybe worth dropping a line to the store Manager and inviting a response indicating that you will escalate it if he/she is unable to offer resolution.

 

You could also inform them that you are prepared to make a DSAR for CCTV images if needs be which you could use to try to demonstrate that your presence in the store was not for shoplifting.

Of course they might say that they are entitled to ban people at their own discretion but if as you say there was action here which was unwarranted,then its quite likely they will investigate it.

Edited April 10, 2012 by MARTIN3030

[sweetjane]

Maybe all caggers should go in to Morrisons on a specified day and "shop suspiciously" in support off you!

[huggys boss]

I would send a strongly worded letter to the store manager and CC it to head office, outline your complaint and suggest compensation in shopping vouchers as a goodwill gesture. That way, when you are in there again, taking your time in the wines and spirits aisle (which I have been known to do too to compare prices), you can tell the security guard to shove it when he complains again.

[MARTIN3030]

I suppose its one consolation that you were not faced with the wrath of Retail Loss Prevention security staff........these people will go on to send you a demand by post 2 weeks after the alleged "wrongful Actions" for £137.50 even where a Police on the spot fine has been given !

[rebel11]

Hi aj

 

Write a Formal Letter of Complaint, mark it as such, explain whats happened, ask for the CCTV, explain that the over zealous behaviour of the security guard will cost Morrisons many thousands of pounds, because you've been wrongly banned, but all your friends and family will stop shopping at Morrisons.

Also add that you've voiced your experience on the internet. Send it to:-

 

Dalton Philips, CEO

dalton.philips@morrisonsplc.co.uk

 

Some tips:- http://www.dailymail.co.uk/femail/article-1242161/How--write-letter-complaint.html

[andydd]

Maybe local press or Watchdod would be interested.

 

It does sound rather bizarre, shopping suspicisously indeed !

 

Andy

[ajbutler91]

Hi folks and thanks for the support.

 

I've decided that as a first step I am going to write directly to the store manager, highlighting the case and how unreasonable it is, also mentioning that members of staff whom I went to school with would testify that I would never dream of shoplifting, and asking for a reasonable reconsideration of the ban.

 

Does this sound like a practical first step? I don't want to go too far at this stage, I want to avoid escalation because at the moment there is a tangible chance that me and the store can reach a civil, reasonable solution.

 

Cheers for the support.

 

Alex B.

[ajbutler91]

PS: I just want to point out, that though at first I was asked if I was hiding items that I hadn't purchased - which I wasn't, said the guard could search me, and nor have I ever even shoplifted in the first place - the ban basically boils down to: a) the assumption that I am in the store to shoplift which is entirely unprovable, and b) a prejudiced character attack based on personal appearance and a subjective whim of the person watching me.

 

Cheers.

 

Alex B.

[Bang!]

They cannot have a shot with RLP for "shopping suspiciously" as at no stage would they know your address. However, if you complain they will know it.

 

An adaptation of the Not The Nine O'clock News sketch seems fitting - that they may soon introduce, "Shopping wearing a loud shirt in the hours of darkness", and "Shopping with an offensive wife" as reasons to confront you with a security guard at this rate!

[ajbutler91]

Is it wise to put my name and address in the letter then? Alex B.

[Missis]

Hi, I suggest to write to Ken Morrison himself but address it to the Head Office Bradford. I know he is retired BUT he does still have his fingers in the pie so to speak. He is a down to Earth guy and really does listen to his Customers and Suppliers. Sometimes things like this may seem trivial to some Companies, but it is still worth a try. Good Luck.

[BazzaS]

Is it wise to put my name and address in the letter then? Alex B.

 

How do you expect them to reply without your name and address?.

 

The usual advice for RLP is "ignore" for when people have been stopped and have unpaid for goods on them.

I can't see how RLP would become involved if you weren't attempting to remove goods, and even if they did try and chance their arms, would they ever try it on in court? "He had nothing on him, your Honour, and even offered to allow us to search him, but look at him!. 'Shifty eyes', I tell you". You'd have to listen for the thud as the District Judge fell off their chair while laughing so much, if it ever got that far.

 

Complain, do put your name and address to it, but don't 'over-egg the pudding'. Stick to the facts, and don't claim anything you can't justify, as that may weaken your case or lead them to doubt the accuracy of the facts you are stating to them. (For example, don't start telling them about your "freedom as a consumer" to be allowed in their store).

 

You have consumer rights regarding items you purchase (food being of sufficient quality, goods fit for purpose and so on), but you don't have the right to be in their store, on their private property.

There may be an implicit invitation for the public to go into their store, but that isn't limitless : for example, they might ban "rollerblades" in store, have particular opening hours, and they might choose to tell you your implied invitation for access has been revoked.

You do have the "freedom as a consumer" to shop elsewhere by your choice, and to persuade others to do likewise, but you don't have the right to be in their store if they decline your appeal(s).

 

Similarly, if any personal data they hold on you was lawfully obtained (I'm assuming they advertise they have CCTV and list a data controller?), you may struggle to claim a "breach of your privacy" if that personal data is held for reasonable use, for no longer than appropriate (did they say how long the ban is or?) and the information is made available only to those who need access to it. If they are acting proportionately for a ban, even if you disagree with the ban or the reasons behind it, you'd struggle to persuade the office of the Information Commisioner that they were breaching your privacy.

 

Surely the aim is to present yourself as a reasonable customer, wronged. A polite, reasoned, factual approach, not over-egging the pudding would be the approach I'd suggest.

[Bang!]

Seriously - I would be amazed if RLP was attempted against someone as they acted in the shop. I suspect its never been taken to court previously - and as the bottom line on this one would be "We thought we'd get some money off him as we didn't like how he acted, although it never harmed us in any way" - then its not really going to happen.

[Old Cogger]

When I had occassion to attend a seminar on the subject the word stressed was - Apprehension once outside of premises for obvious reasons, as within premises leads to a lot of questions.

[ajbutler91]

**UPDATE**

 

Hi all, a quick update on the situation.

 

I received a letter back from a senior manager on 27 April. The brief letter asked me if I was willing to meet in person to discuss the situation and included a direct number so I could speak to the manager.

 

Finally arranged a meeting for 17 May, after the manager being on holiday or otherwise unavailable, and me being at university away from home for a few weeks.

 

Any tips on what I should prepare for? The manager indicated on the phone it would be a tri-partite meeting between me, him and the security officer. I'm a bit nervous but cautiously optimistic a reasonable, proportionate outcome can be reached.

 

Cheers,

 

Alex b.

[andydd]

Well, youve got nothing to lose really, if ity were me, Id go with a rather cavalier attitude and just put across that I'd like some answer or reason as to why I was banned, after all, supermarkets are higly competative and banning legitimate shoppers is a rather stupid action.

 

Andy

[MARTIN3030]

Sounds very positive.

Just tell as it is and that you are keen to see this resolved without any need to be taking it up higher.

[citizenB]

aj, is there an update on this please ?