Subject: Intrusive loss prevention procedures…
—–Original Message—–
From: Dr Gonzo [mailto:drgonzo@ourrant.ca]
Sent: Tuesday, August 06, 2002 4:06 PM
To: feedback@canadiantire.ca
Subject: Intrusive loss prevention procedures…
Good day,
I am sick, tired, and disgusted of being forced to either check my laptop bag or small pack when I enter certain retail outlets, or being asked to see the contents of my laptop bag or small pack when I leave others. Your outlet at 1519 Regent Avenue West, Winnipeg, MB falling into the latter category of my disgust.
On Friday August 2, 2002 between 6.30p & 7p, I was subjected to what can only be described as harassment by the employees at this location.
I came into your store with two intentions, to look for a birthday gift for a close relative, and to confirm a price on a replacement CCM gel bicycle seat. Seconds after I entered the store I realized that I would be unable to begin choosing a gift for this relative, thinking it perhaps better to come back and inquire about a Canadian Tire gift certificate between $50 and $100 after checking a local electronics retail outlet for a possible DVD gift set. After making this quick decision I continued on towards the sporting goods department to confirm the price of the aforementioned bicycle seat.
After confirming the price of the seat, I made my way to the main exit of the store after an approximate total of 6 or 7 minutes in the store. It was while attempting to leave, that one of your cashiers who was dealing with another customer yelled out that she would need to see the contents of my backpack (which ironically was purchased from one of your locations in Calgary). I have no clue as to her name, nor do I have any interest in knowing it. The closest way of identifying this cashier would be by using her physical characteristics; old lady with bad blonde dye job.
I proceeded to place my bag in front of her, when she decided to grab at my bag instantly. I immediately halted this action, informing her that she could see the contents of my bag, but that under no circumstance could she touch my property, and that if she did so she would need to contact the Winnipeg Police Service. I opened my bag and was instructed by this cashier to move the contents around. I complied with her order and began shuffling things about. The cashier began to whine that she needed to see more, and again made a motion to grab my property. I sternly reminded her of my insistence that she not touch my property. Again the cashier began to whine that she needed to see the contents of my bag and for me to move things around. When I reminded her that I had already been doing as she had instructed, she stated that I should move my bag closer to her. I had finally had my fill of her instructions and let her know this. I then picked up my bag and proceeded to leave the store.
Outside I rearranged the contents of my bag and zipped and buckled it back up and proceeded towards the electronics outlet, now with no intent on coming back for even a 2¢ gift certificate. As I was walking I saw an employee coming towards me, this employee stopped me and at no time identified themselves by either name or rank in your corporation. This individual I can only identify as “Mr Gray Haired Tall & Skinny with Bad Teeth and Ugly Glasses”. About 20 steps behind me I noticed that he had called for the backup of what I had to assume was one of his lackeys, “Fat Guy with Stupid Look On His Face.”
Mr GHT&S w/BT&UG asked me if I had allowed the cashier to search my bag, to which I informed him yes, that I had allowed her to see the contents of my bag. I then informed this employee that if he wished to pursue this further that he could either contact the Winnipeg Police Service to oversee another search of my bag, or allow me to continue on my merry way. This employee then offered another option, banning me from the store altogether. He said that all he would need to do is take my ID and then I could be banned permanently. He said that the police would not be called as Canadian Tire is private property and that they had the right to search my bag if they wished. I informed your employee that I reserved the right to “not be treated as a criminal”, to which he was unsympathetic. I asked this employee if he wished to see the contents of my bag, his answer was yes.
Before unbuckling and unzipping my bag I informed Mr GHT&S w/BT&UG that he could get rid of his lackey FG w/SLOHF. I emptied my bag on the sidewalk, 1 issue of the Computer Paper, 1 book on HTML, 1 book on PhotoShop, and a small paper bag, exactly what the cashier saw only minutes before. I held my arms out and asked your employee if he was satisfied, to which he replied yes. He then walked away, offering no apology for my inconvenience. While angrily shoving my belongings back into my bag, I yelled to the employee “You have a nice fucking day too sir”.
Is Canadian Tire proud of these Gestapo tactics? Do you find it acceptable to inconvenience customers and basically accuse them of being criminals without proper cause or evidence? Would it not make more sense for you to spend money upgrading your loss prevention staff & equipment instead of losing profits from customers you’ve pissed off, annoyed, or embarrassed?
As a direct result of the harassment I experienced at the hands of your employees I decided not to purchase any gift certificates or the aforementioned bicycle seat. Also so you are aware, I am a web designer currently close to the completion of a new website for one of the local Manitoba ISPs. This website did have a link to canadiantire.ca under their shopping section, until this BS. The link has since been removed.
Dr. Gonzo
“I hate to say this,” said my attorney as we sat down at the Merry-Go-Round Bar on the second balcony, “but this place is getting to me. I think I’m getting the Fear.”
Comments(3)
Dear Dr Gonzo:
I just read your rant about your run in at Canadian Tire on 8/06/02. I can say I know how you feel, based on an experience that happened to me three years earlier. I can tell you that what you went through is not as bad as what happened to me on 6/22/99.
That day was the last day of my grade 10 school year. After I got home, I went out (at my dad’s suggestion) to a drivers licensing facility to purchase a driver’s education book. After I bought it, I didn’t get a receipt or even a bag to carry my book in.
I decided to look in a Canadian Tire across the street. After browsing for a few minutes, I left without buying anything. I decided to stop in another store in the mall the Canadian Tire was. Moments later, I was approached by a security guard who asked about my book because Canadian Tire also sells driver education books (at the time for $1 more than than where I legally bought my book from). Mr. Security guard asked to see my receipt, but since the licensing facility didn’t give me one, he brought me into the back accusing me of stealing it. Which I continued to deny. Store manager said I would be banned from the mall for a year. Cops were called. Cop comes, reads me my miranda rights. I finally convince the cop to take me to the place. I finally get proof that I had indeed bought the book there. Cop takes me back to Canadian Tire and suggests I switched the books. (Why would I do that?) Moments later, I am released a free man without being banned. I storm out of mall ranting and raving, saying that I may sue as a result of experience.
However, my parents and I met with the manager two days later to discuss the incident. Appearently, the security guards work for an independant company that Canadian Tire hired them. I did get a written apology a few days later, but since then, I have only shopped at Canadian Tire (All locations, not that one) when I had to. My dad says I’ve directed my anger at the wrong way (Canadian Tire, not the company the security guard works for).
[...] [...]
Same thing happened to me at the local canadian tire, I went in to pay my Canadian Tire Master Card, paid and then, as I was proceeding to leave, and poof! the cashier accused me of stealing and started searching my backpack right there in from of all the customers!
I now have a lawsuit against them for 3k and I really think they need to clean up their act cause what they are doing is completely illegal.