The Uncomfortable Experience of Being Suspected of Theft in Stores

Have you ever found yourself followed around in a store, leading you to question whether you fit the profile of a potential thief? This experience is much more common than one might imagine. As someone who developed a Saturday 'shopping' habit during their 20s, this phenomenon became an integral part of my regular routine. If you've ever toured multiple stores to see what was available, perhaps making purchases along the way, you've likely experienced a similar scenario.

My Saturday 'Shopping' Routine

Moving through various stores on Saturdays, my goal was to maximize my coverage while maintaining speed. I had a set path in most stores to see as much as possible in a limited amount of time before moving on. This habit wasn't just about the sheer volume of stores; it was also about learning which stores offered the best prices and selections for different products. My exploration route stretched for several kilometers, and by the end, I often had several bags in my possession. Lunch was usually a rendezvous at a regular spot during the trip.

Suspicions and Loss Prevention

During my time in Kitchener-Waterloo and London, my shopping trips were uneventful. However, when I returned to Kingston, a pattern began to emerge. At Kmart, a staff member from the loss prevention department followed me consistently. I knew she was part of the staff because I ate at the cafeteria, and I recognized a friend as the cook. There, the loss prevention woman would often take breaks with other staff members. Over time, I played with this scenario by doubling back to check on things. One day, instead of escalating, she acknowledged the mutual understanding and even suggested that I could buy something to resolve the situation.

After about a year, she moved to another store, Sears, where she became even more persistent. Whenever I ordered things from the Sears catalogue, she would stand at the counter while the clerk filled my order. One day, her walkie-talkie got a call, presumably from someone checking her location as the clerk processed my order. Sick of the situation, I left a note in the suggestions box, emphasizing how ridiculous this continued to be. A week later, I received a call from her boss denying the issue and warning that this wasn't happening. Unfortunately, this effectively ended my patronage of Sears.

Lessons Learned and Moving Forward

Afew months later, I returned to The Bay. Surprisingly, I didn't see her there. My theory was that Sears might have let her go or provided her with an alternative job, especially after recognizing the harm this focus was causing to their business's integrity. It was evident to me that if this loss prevention officer had no indication that I was a risk over such an extended period, she should instead focus on addressing other potential risks that were being overlooked.

This experience taught me a valuable lesson about the need for fairness and objectivity in loss prevention policies. It also highlighted the importance of maintaining customer relationships and understanding the impact of such measures on regular customers. Despite the inconvenience, it's crucial for businesses to ensure that their loss prevention strategies do not alienate loyal customers or undermine the shopping experience.