Advice needed please False accusation of shoplifting in Morrisons

[Bernie1953]

Good Morning everyone,
I've just discovered this forum & hope someone can give me some advice please, we have a cast iron case against Morrisons and would appreciate the best method of extracting a formal written apology

[des8]

Hi and welcome

We will need a lot more detail of the incident .

[Bernie1953]

Thank you , this is an account of the initial incident which I sent to Morrisons CEO

at approximately 16.45 pm Monday 12^th March 2018, at the Morrisons supermarket in Stafford Moreton Way, Maghull, Liverpool, my brother had several items of groceries in his arms which he intended to purchase.

Having realised he had forgotten an item to pick up he asked a shop assistant where this item was, the assistant pointed to the grocery section and my brother then proceeded to pass by the self service check out tills intending to then circle round back through the store to pay for all his items.

It was at this moment that two members of staff literally accosted my brother by standing in his way & accusing him of attempted shoplifting!
My brother is 63 years old, in an extremely frail condition, which is blatantly obvious to anyone that he is seriously ill! And it is obvious that he is undergoing medication, as his driver was clearly visible outside his coat.

My brother was extremely humiliated and was left feeling distraught by this uncalled for and aggressive harassment and implication of shoplifting.

He immediately requested to speak to a manager or supervisor, the assistant he spoke to identified herself initially as Barbara and said “you don’t need any other name, the young male assistant refused to give his name and stated “its on my badge” his name I think was Mark.

This lady then later identified herself as Barbara Lloyd and also stated there were no other senior members of staff nor a manager present, the only form of making a complaint we had was when a so called report book was placed in front of my brother in which I then entered a brief outline of what had transpired.

I would assume that your stores are covered by closed circuit security systems and I would urge you to undertake a review of what happened in your store today and counsel your staff accordingly.

Needless to say my brother will not be returning to your store nor will we recommend your store to anyone else! to be honest, the attitude of your staff today towards a very sick man was nothing short of disgraceful!, especially that of the young male assistant who can only be described as belligerent & aggressive, both members of staff are extremely short on how to handle complaints and customer service.

And yes we all know that in this day & age shoplifting is a major concern to retailers, however on this occasion your staff got it incredibly wrong!

I look forward to hearing from you in due course. I have attached a photo of my brother taken after the incident.
Regards


Now since this initial email was sent , I since contacted the Liverpool echo , who in turn contacted Morrisons PLc,
Morrison’s supermarkets Plc have stated to a reporter with the Liverpool Echo " They have said that your brother is a known shoplifter to the store and on the second occasion was caught with four bottles of champagne." its stated that he was caught by the store undercover security team & photographed!
On the day this was alleged to have happened, he was home all day ill as the previous day he had chemotherapy for advanced pancreatic cancer,
We also have a letter from the district nurse who visits him every day to recharge his driver who states its physically impossible for him to carry 4 bottles of champagne!
I have now completed the Subject Data Access request form and we look forward to receiving a full written apology from Morrison’s Plc
Its virtually impossible to get to speak to the hierarchy at Morrison’s does anyone have any advice please

[des8]

What a dreadful experience!

I think you should give them at least a fortnight to respond to your email, but then send the CEO a nudge.

Is the newspaper prepared to run the story, or have they already?
Are they prepared to write confirming what Morrison's stated about your brother (which I assume is completely false)?
When you send your nudge you could add what the Liverpool Echo have said, and tell the CEO your brother is considering an action for defamation.

The response to the SAR will be interesting

[Bernie1953]

Hi
I wrote again to the CEO & Loss prevention assistant of Morrisons this afternoon, asking when we can see the footage, the CEO has failed to respond from about 5/6 emails I have politely written

The Liverpool Echo stated last week & I quote " I have spoken to Morrison's and I am afraid their comment means we are unable to run a story.

They have said that your brother is a known shoplifter to the store and on the second occasion was caught with four bottles of champagne.

Now, I am not saying that this is true or that your version of events are false, however - in terms of a story - their comment would conflict so heavily with your version of events that the story would not be plausible to those reading it.

I am really sorry that I can't help you with this. "

If it wasn't so serious it would be laughable! Morrisons have stated over the phone to me saying my brother was apprehended on 14th March between 4 & 5 pm by undercover security & photographed, I got the guy to repeat it twice as we have recorded the conversation! the day this was supposed to have happened my brother was ill at home as the previous day he underwent 4 hours of heavy chemotherapy for pancreatic cancer!
We have a letter from the district nurse who calls every day to top up his driver (a machine that delivers 24 hr medication) she has stated that he is physically incapable of lifting 4 bottles of champagne.

Its going to be very very interesting when they compare the photograph of whoever they did photograph in their store and then we see the CCTV footage!, If I could afford it I would be suing for defamation,

[jaguarsuk]

Hi
I wrote again to the CEO & Loss prevention assistant of Morrisons this afternoon, asking when we can see the footage, the CEO has failed to respond from about 5/6 emails I have politely written

The Liverpool Echo stated last week & I quote " I have spoken to Morrison's and I am afraid their comment means we are unable to run a story.

They have said that your brother is a known shoplifter to the store and on the second occasion was caught with four bottles of champagne.

Now, I am not saying that this is true or that your version of events are false, however - in terms of a story - their comment would conflict so heavily with your version of events that the story would not be plausible to those reading it.

I am really sorry that I can't help you with this. "

If it wasn't so serious it would be laughable! Morrisons have stated over the phone to me saying my brother was apprehended on 14th March between 4 & 5 pm by undercover security & photographed, I got the guy to repeat it twice as we have recorded the conversation! the day this was supposed to have happened my brother was ill at home as the previous day he underwent 4 hours of heavy chemotherapy for pancreatic cancer!
We have a letter from the district nurse who calls every day to top up his driver (a machine that delivers 24 hr medication) she has stated that he is physically incapable of lifting 4 bottles of champagne.

Its going to be very very interesting when they compare the photograph of whoever they did photograph in their store and then we see the CCTV footage!, If I could afford it I would be suing for defamation,

Under the Data Protection Act 1998 your brother can make a Subject Access to Information request for a copy of the CCTV on the day or indeed any other day. I hope you included CCTV footage in your request?

[des8]

Please keep us informed.
I only suggested you "tell the CEO your brother is considering an action for defamation.", not that you should actually take that action!
Cost high and as very small audience award for damages small!

[Ripped-Off]

My advice. Drop it and put it down to experience. There are far more serious things happening in the world than hoping for a free bottle of cheap plonk, a box of chocolates and an apology. Also, there are one or two things that look a bit odd such as....

its physically impossible for him to carry 4 bottles of champagne

...it is for most people so that isn't such an effective statement.

had several items of groceries in his arms

..what's wrong with a basket? Most people use baskets. If you are a bit frail you can use those baskets that you pull along the floor. An armful of groceries can be just as heavy for a frail person.

[Jezd7588]

Have a look at what happened to me in Morrisons. They decided I was suspicious because I was wearing a face mask during covid
https://www.southwalesargus.co.uk/ne...e---banned-uk/