Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 03/01/2023 approx. 9:30 pm est after selecting items for purchase I went to the self-checkout register. I noticed but ignored a young worker with dreadlocks menacingly staring at me. I had 2 tomato sauces to choose from in my cart. I made my decision and scanned 1 and began to put the other aside. At that point said individual hurriedly came over to me and said "I'll take that" which made it clear that logically this individual is watching me for whatever reason. I then took out 1 of my cards to pay for part of my items. The individual again addressed me and asked if I intend to pay for a box of ***** ****** cheeseburgers. I said yes but he continued asking this numerous times and became violently aggressive in mannerism. He said "because you were about to leave without paying" which is false but I attempted to ignore him. I am not required to explain to random staff how I pay for my items. I then scanned the remaining items and payed for them with a different card than the first card. Then I went to customer service to purchase cigarettes when the security guard went over to said individual to have a conversation. The security guard spoke in a loud manner making it clear he was talking for someone else to hear. He made numerous random comments such as "I don't know why ******* think I give a **** about this job! I'll **** somebody up in here!" I ignored this and went to the night manager to begin a complaint and left. When I reached my car I noticed the security guard was crossing the lot and coming straight to my car. I hurriedly put my items in the car and started to leave because I noticed he was also speeding up. As I was driving away he said "you can't leave carts here. You have to bring them back" which is false and clearly not why he was coming to my car because he could not have known if I was returning the cart or not yet. I've noticed individuals in this neighborhood are violent so this must be reported for my safety.

  Business Response

  Date: 03/21/2023

  To Whom It May Concern 
  It has been brought to my attention that a customer experienced several issues within our store on the evening of March 1s. This customers complaints were thoroughly reviewed with our management staff and loss prevention teams and investigated to the fullest extent. Our company Director of Loss Prevention personally reviewed camera footage of this incident as well as pulled copies of the transactions related to it in our *** system. There are some inconsistencies with this customer's complaints based upon our findings. 
  Regarding the initial complaint of being approached by our Self Checkout Attendant; our **** associates are trained and held accountable for monitoring transactions. This includes ensuring that all items are scanned that are present in a customer's shopping cart. In times where our attendants are required to intervene in a transaction, they are instructed to verify why an item did not scan. At no point are accusations of shoplifting to be made except in cases where it is definitively proven and applicable. Video footage shows that our attendant approached the customer after noticing items bagged in his shopping cart surrounded a boxed multi-pack item that did not appear on the **** monitor. There is no audio to confirm the details of this conversation, but based on our review of the footage, the body language of both the customer and our attendant do not suggest any evidence of threatening posture or gestures from either party. Though it is actually the customer who approaches our attendant at our **** podium. In addition, this customer mentioned in his complaint that he intended to pay for this item on a separate transaction with a different card. Later review of the transaction receipts shows that the customer used the same card for both of his transactions. 
  Regarding his interactions with our Security team and being followed to his vehicle: our video footage shows this customer approaching our Customer Service desk several times after his interaction at self checkout. Once to purchase cigarettes and then again to speak with the Manager on Duty presumably about the experience he had. Our Director of Loss Prevention stated in his report that he observed the customer exiting the building and walking across our parking lot with a cart, eventually out of view of the camera. There is no evidence to suggest that any of our associates or security agents followed him to a vehicle and again no audio to verify any of the comments the customer claims were made towards him. 
  Customer Service is the #1 priority for ******** ****** Markets and our associates are frequently and specifically trained on how to properly handle potentially sensitive interactions such as shoplifting, harassment and workplace violence. All associates believed to have been involved in this altercation have been spoken with regarding our policies and procedures for training purposes. If you have any further questions or require assistance with any proceedings, please do not hesitate to reach out. Thank you. 
  Sincerely, 
  Store Manager 
  ShopRite of Eddystone