Please Advise: Wrongly accused of THEFT in Halfords!

kawanakya

I was shopping in Halfords for some car cleaning goods and tools. I had been in there for about 10 minutes, holding a bottle of tyre cleaner, confused by the massive selection of similar products, when one of the staff members approached me and accused me of theft, asking me to empty my pockets. This was done in front of other customers. This is a store that I have been using for the past 4 years, and spent hundreds of pounds in. Of course, I hadn't stolen a single thing, and left immediately, forgetting to get the staff member's name through frustration and anger. I can't believe that staff member actually asked whether a bottle of eye cleaner (for contact lenses) in my pocket belonged to me! Also, I didn't receive an apology of any kind.

I called the store and asked for the person's name, but the person I spoke to told me that they can't give out names, and that I should contact the manager, who will be there tomorrow. So that's what I'm going to do. If the manager provides the name, I will make a formal written complaint. If not, I'll write the complaint and also comment that the manager refused to give the name.

Isn't it a rule that they must wait until customers try to leave before accusing them of anything? I mean, even if someone did put something in their pocket accidentally (which I definitely did not), they may still pay for it.

What kind of action can I take against this? Any advice would be appreciated.

kawanakya

Thank you very much for your advice. If there's anything else, I'd really appreciate it. Thanks again.

Fruitcake

Several years ago I had a complaint against a member of Halfords' staff (although not as severe as yours.) I phoned their head office and asked for their complaints department. I explained my problem, they 'phoned the store manager who 'phoned me back within an hour. I was given an apology and £10 vouchers for my trouble.

I have no idea if they still have such a head office or now use a non UK call centre, but it's worth a try. I got the address/phone number from an aerosol can of Halfords own brand paint I picked up in a different branch to the one where I had the dispute.

Basically, everything the other posters have said is correct. I suggest you write down what happened, decide what you want done about it, then contact them. Point out that what happened was illegal and you are prepared to take them and the individual concerned to court. It's also useful if you can quote exactly which law/act was broken.

Be firm when you speak/write to them. Don't get angry or annoyed with the person you contact, they didn't cause the problem. Get the name, department and phone or extension number of everyone you contact. Keep notes of names, dates, and what was said. Record 'phone conversations if you can.

Good Luck

Fruitcake

You Only Listen To Me When I'm Wrong

hjb123

I would second everything the previous posters have said - write everything down while it is still fresh in your mind - making sure you include the time and what the assistant looked like - so they can easily identify them - although there could be CCTV or you would be able to identify them again - though I would guess you wouldnt want to go in there again.

When I worked in retail we were told that the suspected thief had to be outside of the shop before we could do anything and even then we were told we should be careful about approach for case of wrongful arrest or violence!

Hermia

Poor you! I had always assumed that they couldn't do anything until you actually tried to leave the store. I had a horrible experience in HMV where a shop assistant didn't deactivate the tag in a DVD I had bought. It obviously set off the alarm and I got marched across the shop by two security guards and made to empty out my bag. Although the shop assistant apologised the customers in the shop obviously couldn't hear it and I had to walk across the shop again with everyone looking at me and whispering!

tomstickland

Do your bit for the good of society and cease shopping at Halfords.
Well, I still go there for certain items myself, but use motor factors for everything else.

chugalug

This is one of my nightmare scenarios. It doesnt matter whether or not I intend to steal something (I don't!!) just the thought of the humiliation turns my stomach over. More and more stores (even the little ones) are employing security guards who watch you as you browse. I for one, feel guilty but don't know why. I hate being watched, I hate people even looking at me, the thought of being accused of theft in a shop is enough to drive me to the internet!! I can't imagine how awful this experience must have been for you. Hope you feel better soon - and don't let them get away with it!!

hjb123

In relation to more and more security guards in shops - I was shopping yesterday and saw a pound shop with a security guard - didnt think a shop like that would have a security guard!

geo555

Contact Halfords head office on 01527 517601 to register your complaint as well. Usually a manager will fob you off saying he will sort it out and do nothing to cover himself.

executiverocker

i work in an argos that doesnt have a security guard. and boy do we need one. Every other store around seems to have a guard so they all seem to come to us! it can be real scary from time to time

Hermia

hjb123 wrote:

In relation to more and more security guards in shops - I was shopping yesterday and saw a pound shop with a security guard - didnt think a shop like that would have a security guard!

I work in a library and we have two security guards which are very definitely needed! Friends who have not been in a library for years can't believe it when I tell them we have security guards!