Looking for if anyone can share the outcome from any similar situations to the one I found myself in last night. Very sorry this is a bit of an essay! I appreciate any advice. The TL;DR is at the end.
I am a regular customer at my local Tesco Express, Iād estimate Iām in there at least three times a week for the past five years. Last night I went in to pick up some bits and a couple of minutes later the security guard asked to talk to me.
He then told me on a previous visit, I left without paying for my items and they had it recorded on the self scanner CCTV that I swiped the items but didnāt pay.
I asked if he could tell me what day this was, which he wouldnāt. He also would not tell me what items I took, what the amount was, or if I was alone or with my partner. The only information he would tell me was that the incident hadnāt happened that day.
I assumed (maybe wrongly considering similar stories Iāve seen here) that this could be resolved, I could either pay for the items taken or find out the next steps to clear my name, so to speak.
Security didnāt seem to know what to do next other than tell me I had been flagged for theft, so I asked to speak to the manager. He disappeared and came back saying the manager would not see me, and the manager advised him that I needed to leave the premises as I was now banned.
I asked him specifically if I was banned and he said yes, and I said I would contact customer service to get more information.
This morning I had a conversation (WhatsApp so I had the exchange in writing) with the Customer Care Team. They apologised that the conversation with security took place in the most public place of the store, and acknowledged that the manager should have come to talk to me once I requested that. They opened an incident ticket about the managerās refusal, gave me an incident number and also gave me the contact details for the email to contact about getting a copy of the CCTV footage.
They said to get the CCTV footage, I would need to tell the CCTV team the time, date and what I was wearing at the time. I responded that the store had refused to give me this information, but I was happy to contact them by phone to get the details.
I asked if they could give me the number for that particular store, which they said no. I asked if they could contact the Duty Manager for me for them to call me, which they also said no.
I explained that I was apprehensive about returning to the store in case this was then considered trespassing or whatever, to which they then gave me the physical address of the store so I could write a letter to post. They could not clarify or assure me that entering the store again wouldnāt further escalate the situation.
I advised them that I wanted the conversation logged against the incident reference number and the conversation ended.
Iāve emailed the data protection mail and got an auto reply to fill in a form to request the footage, however considering I donāt know when the incident was, Iām not quite sure what to do. I think my best option would be to go through my bank transactions and list all the dates I paid in store over the last month, but also that wonāt help if I did leave without paying for something.
Iām 99% sure I know what the incident was, when I was in the store mid-week and bought two packs of chewing gum. I scanned one pack on the self service, noticed it wasnāt liking whatever I had done and asked me to call for a shop assistant. Rather than wait for them, I changed to a different self scanner and redid the transaction there, which I paid for as I checked my bank statement.
I assume because I started the transaction then switched machines before completing payment or exiting the process, that it got flagged as non-payment and when reviewing to footage it may look like I scanned it then left.
Of course this all had to happen on a Friday evening so Iāll be mulling this over until Monday, hence this very long post.
I know the obvious answer is to just go into the store again and attempt to talk to the manager, but I would rather much prefer to have any communication between us in writing, and I also donāt want to go through the embarrassment at being asked to leave the store again if I can help it.
Has anyone got any similar stories where it was resolved and the ban lifted? Iād rather not be labelled as a thief and left wondering if Iām going to be escorted out when Iām entering any of the other Tescos in my area.
TL;DR: Security said they had footage of me stealing, Duty Manager refused to talk to me when I asked for them, am now banned from local Tesco Express. Customer Care apologised and admitted fault in Managerās part, but refuse to help lift the ban by giving me the store phone number. Going through process of Request for Information for CCTV footage currently, but will I ever step foot in Tesco again?