Recession : Crazies : Thieves (long)

[Nakajo]

It's been a while. This will be a long one.


Corporate Notes

Corp likes to send email from store to store about important things (recalls, theft rings, etc.) and I collect them all up in a book so we have past reference to these things. Normally, we get maybe one email a week.

Since this whole recession, I'm getting 5-6 a week. Why?

-HUGE theft rings hitting store to store. (Including ours, more on that later)

-People LOVING FREAKING OUT over peanut butter products (In an SC's mind = OMFG you're selling WHOLE UNSHELLED PEANUTS, YOU'RE TRYING TO KILL ME)

-People abusing the return policy. Two recent favorites:

1. This one I mentioned way before: The woman with the $11,000 piano. She's STILL going from store to store trying to return it. It's been months by now. I can't imagine the gas she's wasted hauling it from here to there. She's apparently gone as far as 3 STATES SOUTH of here, so Corp had to inform the whole region.

2. A $9,000 diamond ring. Several years old. Heavily worn. Has returned all other jewelry she's bought from us. Corp gave a big HELL NO on this, thank god, citing it "wasn't in the spirit of our return policy", which in common sense retail-speak means, "we're sick of our liberal return policy coming around and biting us in the ass, so tough shit, suck it up". Apparently this person is going store to store too.

Also, I did get a recent note about someone buying really expensive watches, then the next day, trying to return counterfeit watches in their place. The funny thing is that we get all our expensive stuff professionally verified before we give the money back. You can imagine what must have happened when that guy came back to pick up his "refund" and got picked up by the cops instead.


Adventures on the Phone


Let's scream at me then NOT talk to management

SC: Can you tell me the price for *carton of cigarettes*?
Me: I'm sorry, it's our policy not to give prices out over the phone.
SC: WELL, HOW IS THAT ANY WAY TO RUN A BUSINESS?
Me: Well, our prices change daily, sometimes several times a day. Gas and cigarettes are items that always fluctuate in price. If I told you one price, and you got here, and there was another, there's no way to prove and honor the price I gave you over the phone.
SC: THAT'S BULL$#*%!
Me: Would you like to speak to a manager?
SC: NO! *click*
Me:


Be more SPECIFIC

SC: Can I use a gift card at your store?
Me: Are you a member?
SC: No.
Me: *explains the long spiel of what to do in that situation*
SC: Well, I am a member.
Me: (You just said you weren't) Well then, you can use the card here like normal then.
SC: You don't understand. It's a gift card.
Me: A *company* gift card?
SC: NO. A GIFT CARD.
Me: What KIND of gift card?
SC: A VISA gift card.
Me: (I can't read minds, lady) No, you can't use that one.
SC: Why didn't you say that in the first place?

I SWEAR TO GOD that convo is almost word for word.



WTF

It's a pretty dead day. There are 3 people working there that day. One worker is counting down her till to go home. Another, PC, is helping another person. Me, I am chit-chatting with my co-workers while tidying up. (This may be of note, I am about 30 years younger than my co-workers)

A guy stands in front of the counter, behind the lady that PC is helping.

Me: Can I help you, sir?
SC: No thanks. I'll wait.



I go back to cleaning. I wait a few minutes, keep cleaning. My other coworker has left, and PC is still helping the lady. PC looks at me and tells me it's going to be a few more minutes, and to see if I can help the guy waiting.

Me: Sir, maybe I can help you...
SC: *interrupts me and SCREAMS* WHAT DID I JUST SAY?!
Me and PC:

PC finally finishes up with her customer, and the man storms up to her and slams down a piece of paper with a Wal-Mart online product onto the counter.

SC: Can you price-match this?!
PC: No, we don't price-match products.
SC: WHY NOT?
PC: Typically because they're not the same exact products. We usually carry a much higher quality item, especially on TVs. *hands paper to me* You're the tech whiz, Nakajo, do we have this one?
Me: This item we carry in a higher resolution, therefore it's not the same product. *I begin to go into specs here, as I share my knowledge, SC has definitely lost steam*
SC: *deflated* Well, would you have the authority to give me your TV for that price?
PC: No sir, I wouldn't.
SC: *completely defeated at this point* Thanks. *walks away*
PC: *turns to me after he's gone* Wow. *pause* Probably because of your age.
Me: Probably.



STEALING IS FUN (for Nakajo to watch them all get caught)

In the past 2 months, we have had more theft attempts than we've had in the past 3 YEARS.
I really find it funny, because my department is right next to the exit door, so nothing cracks me up more than, at least once a week, seeing a guy or girl booking it for the door with a CROWD of managers and sups going after them. It's like watching Scooby Doo.

Downside: management is passing the blame.
If a thief gets out the door with something (rare but it happens), the door person gets a write up.
I know what you're thinking, that's their job, right? Check carts and receipts.
But...
even if the stolen item is in the person's jacket...
or purse...
or pocket...
they get written up.

But, of course, they'd get written up for checking purses or coats too.

My store is normally pretty cool, but that is the crappiest thing they've done in a long time. If it escalates, they're going to corporate (which is pretty cool about complaints, they actually listen, you can talk directly to the CEO if you wanted to.)



Too tired to remember any more.

[Irving Patrick Freleigh]

I thought retailers didn't want peons chasing after thieves or trying to apprehend them?

[Bright_Star]

They couldn't pay me enough to stop someone from going out the door with something that they stole. How would you know if you chase someone that they won't turn around & either try to stab or shoot you until it was too late?
Merchandise can be replaced-you can't.

[Digitalpotato]

It's funny when people go into a game store and try to steal the game box. Don't they know it's empty?

[wagegoth]

Merchandise can be replaced-you can't.

That was the one thing I was taught at every retail job I had.

The employees are not cops. They are neither trained nor equipped to deal with a thief. The employees should go to corporate NOW.

[Irving Patrick Freleigh]

The employees are not cops. They are neither trained nor equipped to deal with a thief. The employees should go to corporate NOW.

Not only that, but what kind of thief is going to stop at the doors for a receipt check? The door people are getting a raw deal.

They need to go to corporate. Now. Faster.

[bainsidhe]

I've noticed more people stealing, but this would be regular Joe-Idiots, not theft rings. I doubt I'd easily catch career thieves stealing, but I've noticed a lot more regular customers stealing in obvious and stupid ways. Little things, like "accidentally" forgetting to hand over their bottle of tide. They're basically nickel-and-diming the store and my impression is they do it because they feel entitled to it. Times are tough and *big box retail* has deep pockets, therefore I'm owed something.

One thing I've also seen a lot more of is coupon fraud. I'm surprised we're still accepting computer coupons, because the list of fake ones keeps getting longer. And some of them are downright impressive-looking.

[Irving Patrick Freleigh]

Our big problem lately has been short change artists--those lovely lovely people who buy small items like a bottle of soda or a box of Kleenex, pay with a $100 bill, and then sweet-talk the cashier and try to change bills and short the register.

There have been quite of few of them in the area. Several of our stores have been hit. A couple other stores in town were hit.

LP has gone on a crusade against giving change at the registers. The cashiers are supposed to send people wanting change to the service desk. This has been mentioned in every huddle the cashiers have been privy to, there have been notes posted in the breakroom and by the schedules, and there has been a note at the registers that the front-end people have had to read and then sign. Still, it wouldn't surprise me if one of our cashiers got taken by a short change artist. We're not talking about the best and brightest this town has to offer, after all.

[Polenicus]

Just because Corporate forbids you from stopping thieves from stealing stuff doesn't mean they're not going to blame you.

It's a pretty common Catch-22. They need to hold someone accountable for theft and shrinkage, but safety and liability issues rob those accountable from the most direct or effective means of combating it.

So, likely you will see the implementation of desperate, ineffective measure to deal with theft. Even though they're ineffective, they represent the ATTEMPT. The last thing corporate wants to be reminded of is there are some things they and their employees are powerless to affect. It reminds me a bit of compulsive gamblers are their rituals and strange beliefs...

"Maybe if we have our employees constantly greeting people in their sections and asking them if they need help every 30 seconds or so, it'll cut down on theft!"

[PizzaDrone]

Did anyone else put 'oh my!' on the end of the topic title?

As for the SC who wanted to shout at you, but wanted no manager...unfortunately some people don't want answers, they just want to shout at people who really have no control over what the SC is asking.

Is there anyway for corporate to start fixing tracking devices on to the wandering SC's? Just to warn everyone they're on the way?

[Mordecai]

STEALING IS FUN (for Nakajo to watch them all get caught)

In the past 2 months, we have had more theft attempts than we've had in the past 3 YEARS.
I really find it funny, because my department is right next to the exit door, so nothing cracks me up more than, at least once a week, seeing a guy or girl booking it for the door with a CROWD of managers and sups going after them. It's like watching Scooby Doo.

Downside: management is passing the blame.
If a thief gets out the door with something (rare but it happens), the door person gets a write up.
I know what you're thinking, that's their job, right? Check carts and receipts.
But...
even if the stolen item is in the person's jacket...
or purse...
or pocket...
they get written up.

But, of course, they'd get written up for checking purses or coats too.

My store is normally pretty cool, but that is the crappiest thing they've done in a long time. If it escalates, they're going to corporate (which is pretty cool about complaints, they actually listen, you can talk directly to the CEO if you wanted to.)

So, you can't search suspected thieves, but you can't let them go.... Please tell us what bullsh-t explanation corporate gave you guys to enforce this policy, because I refuse to believe that no one has bothered questioning them over it yet.

[fireheart]

Re the short-change artists: we're technically NOT allowed to make change off the registers, however I circumvent this by only changing small notes-5's, 10's and if we're quiet, 20's. I also do it separately to customer's transactions. (i.e. I'll do their sale, then close my drawer, then do a no-sale (which we can do), open the drawer, make the change with the original note on top and then when I hand them back their change, I keep the original note in my hand.) Finally, if possble, I'll do it with a witness nearby. I don't change 20's when we're busy and I never change larger notes.

[CdrTbj]

I agree, when CC tried to put me at the door to prevent theft, I told them you will pay me more provide me with a weapon and training or pay a cop to stand there. Bottom line your shit isn't worth my life.

[EricKei]

So, you can't search suspected thieves, but you can't let them go.... Please tell us what bullsh-t explanation corporate gave you guys to enforce this policy, because I refuse to believe that no one has bothered questioning them over it yet.

I'm going to guess it would be the standard corp phrase that explains everything, while magically absolving themselves from all personal responsibility:"Because We Said So!"

[Drakstern]

"Making sense is against corporate policy."