Holland and Barrett Grand Central Brum - accused of shoplifting outside in public by Ast Manager - i didn't!! **RESOLVED Apology + >£50 Vouchers + 2 free Products they thought I'd Stolen**

[Annie71]

This morning I popped into the above store.

Was looking at a product- three different varieties I picked them up to read the label.

Put them back and left.

Sat on the seats outside in the shopping centre.

Assistant manager comes to the door and shouts across 'do you want to come back in and pay for what you have stolen'.

He claimed that it was on camera I said by all means search me but if he finds nothing I will have him for assault.

Long and short

- I complained to head office and have asked for a copy of the video

- I want him to pay

- I know working in retail is terrible but at his level he should have been trained how to deal with alleged shop lifters.

Needless to say

- I had not taken anything,

I even checked my pockets in case I had done silly thing by mistake.

Any thoughts on what to do next or who the CEO is- CEO email is out of date.

HOLLAND AND BARRETT Grand Central Birmingham.

[dx100uk]

hollandandbarrett.com is a trading name of Holland & Barrett Retail Limited,.

Registered office: Samuel Ryder House, Barling Way, Nuneaton, Warwickshire CV10 7RH.

Registered in England: company no. 2758955.

Registered VAT no. 211727395.

HOLLAND & BARRETT RETAIL LIMITED people - Find and update company information - GOV.UK (company-information.service.gov.uk)

 

[Annie71]

Thanks.

I found the name of the CEO and made an educated guess as to his email.

I have had a response within an hour this evening.

The director of customer operations will investigate tomorrow.

By the way when I say I want him to pay - I mean it metaphorically, he needs to feel as bad as I did today in Grand Central. 

[dx100uk]

understood.

p'haps a letter of apology would be nice or a gift card...hint ..hint

thread title updated

[Annie71]

Had replies from senior director who is investigating and from DP people who are sourcing the CCTV. 

 

I am hopeful of a positive outcome especially when they view the CCTV. 

[dx100uk]

[Annie71]

Amazingly I have had cctv back from 5 cameras.

Three show me walking round the store - clearly looking for something.

In this case it was milk thistle.

One camera shows me pick two separate bottles off the shelf AND put them back.

The final one is less clear.

I can be seen reaching to the shelf with my right arm and on zooming in, I then pull my right arm back and rub my left arm with it.

No gaps can be seen on the shelf.

It is not as clear cut as I would have liked but I think strong enough to suggest I did not pick anything up.

What is totally clear is that the assistant manager did not have me in view all the time - that is loss prevention 101.

Always keep the person in sight as you could be prostituted if you try to stop them in error. 

Now waiting for a reply. 

[Annie71]

Update

Had a lovely email from senior management.

Clear from cctv I did nothing wrong.

Sending me some vouchers and area manager will call me next week - he’s on leave.

Action taken to make sure it doesn’t happen again.

[dx100uk]

On 06/03/2024 at 19:49, dx100uk said:

understood.

p'haps a letter of apology would be nice or a gift card...hint ..hint

thread title updated

that was a good guess....

well done.

dx

 

[Annie71]

Final update

Received some very nice vouchers, more than I had thought >£50

Also a fantastic call from the area manager, full of apologises - he has viewed lots of CCTV- I now have his number.

He arranged for two bottle of the product I was originally going in to buy to be delivered F.O.C worth about £25 at current promo prices.

I have to say that although the original experience was awful and really triggered my anxiety, the corporate response was fantastic- they clearly realise customers are important.  

As there are 3 H&B in Birmingham city centre I will use the other two and not the one where the incident happened. 

[dx100uk]

very well done glad we could help.

pers i'd use that store, holding my head high and watch all the red faces....

dx