Store forgot to take off security device!

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Posted 1/15/2011 by Jumperhop in NSBR Board
 

Jumperhop
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Posted: 1/15/2011 8:02:23 PM
Down East forgot to take off my the security device for a $20 dollar shirt. I took the shirt in today and the Manager refused to take the security device off because I didn't have a receipt.
Sad that they lost a good customer over a $20 shirt. Awful customer service.
Jen

Kris74
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Posted: 1/15/2011 8:05:04 PM
I can understand that in retail there must be quite a bit of theft. But sometime following store policy costs them a lot more in the end. It's probably not just your money that they lost out on, but your best friend's, your mother's, your sister's, your ... Not a smart move on their part.

meshelley
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Posted: 1/15/2011 8:09:25 PM
That's awful! I would be pissed to have lost both the money and the item I bought! Did you happen to pay by credit card? Can you dispute the charge?



AKathy
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Posted: 1/15/2011 8:17:56 PM
Ack! That happened to me once with a dress and I didn't notice until one night when I was packing it to take on a cruise the next morning. Thankfully I had the receipt and the store was still open.
That stinks that they won't give you your money back


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Posted: 1/15/2011 8:18:21 PM
I had that happen to me once at JCPenny. I had the receipt and took it back and they removed it (found it the same day I bought it, after I had gone home) . It taught me to double check everything I buy and I watch closely to make sure they remove those security devices. I take it you already threw the receipt away?


Steph

hoagie
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Posted: 1/15/2011 8:20:28 PM
Same thing happened to me at Christmas time. I was very upset as we had actually left the mall and were 1/2 way back to my in-laws and found it. We turned around because we were leaving the next day and went back to the store, they were very apologetic, however, I was mad. You would of thought that I would of caught on after going to 4 stores and having the security alarms go off, but the stores were blaming it on cell phones so I never even thought to look. They did offer me a coupon for my next visit, but because I did not have a store near me, I said thanks but... Sorry to hear that it happened to you.

missbitts
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Posted: 1/15/2011 8:21:40 PM
We had that happen a couple months ago from a store that is 1.5 hours away. Even though we had the receipt, we were not going all the way back. We called and they told us how to take it off. (hint: you don't need the special device)

Jumperhop
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Posted: 1/15/2011 8:27:08 PM
I tossed out the receipt (a month later) didn't see the need for it. LOL. It's a super cute shirt to fancy for school so she didn't have the a chance to wear the shirt for awhile.

My MIL bought it for my daughter for her Birthday and paid cash.

Jen

Georgiapea
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Posted: 1/15/2011 8:28:41 PM
Can you MIL call the store and raise heck? If it was a gift you shouldn't need a receipt.

insilversandals
BucketHead

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Posted: 1/15/2011 8:42:37 PM
AND now Pea knows about this. They really made a bad business decision there!





scrapeajenn
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Posted: 1/15/2011 8:47:12 PM
Never heard of the store you are speaking of BUT just wondering is there a way you can email the store? Maybe it is just a case of she can't because she would get in a boat load of trouble without supervisor approval? Also if they have a security tag on a garment and the alarm didn't go off or if it did and they didn't stop you? I would try to fight with them a bit to get it properly taken off, otherwise look on the net for a home wise wayu to get it off?
ugh I have never heard of a store being that rude to not take the tag off, most people who steal wont bring the freaking thing back because they either have the tool to remove it at home or they stole one without the tag.
I hope you can get it off!!!!!

angela1422
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Posted: 1/15/2011 8:53:26 PM
I'm not sure what kind of device it is, but if is the kind with a front and back with a needle through the shirt type thing... Just wrap a rubber band around the one side in between the two pieces and it should pop right off.

(Knowledge comes from working retail with broken machines, NOT from any nefarious sort of experience!)




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Posted: 1/15/2011 9:17:58 PM
Sad you lost the willingness to understand through ignorance.

Have you heard of a little word called "shoplifting"? Why would you expect the store to do as you want with out a receipt.

This place annoys me so much when it comes to customer service.

There are no laws or regulations that gives you entitlement to not follow their store policies.

Oh, I am a red head, that means I am ENTITLED to not follow any rules or polices. bahahaha.


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Jumperhop
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Posted: 1/15/2011 9:27:54 PM
Sassy This wouldn't have been an issue if the incompetent employee would have done his job in the first place and taken the security device off when the item was purchased. To my knowledge this shirt wasn't the only item at the store that had a security device on it. So it should have been second nature for the cashier to take it off when purchased.
Jen

*maureen*
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Posted: 1/15/2011 9:30:53 PM
You can also slide a flat head screw driver between the pin and paddle twist and it will pop. Be careful if it's an ink tag, you need to wrap those in a baggy first.

Like Angela, my experience comes from 20 years of retail clothing and not shoplifting experience.

FTR, I wouldn't have removed it without a receipt either, you have no idea how many people will shoplift at one store and then go to another store to have the sensor removed.

edie3
PEArnhardt

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Posted: 1/15/2011 9:30:59 PM
The store is the one who made the mistake, not the customer.




*maureen*
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Posted: 1/15/2011 9:34:09 PM

This wouldn't have been an issue if the incompetent employee would have done his job in the first place and taken the security device off when the item was purchased.


Wow, good to know you never made a mistake at work. There is a difference between incompetent and human.

Hol-meister
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Posted: 1/15/2011 9:37:20 PM
I work at Kohls. We don't check their receipts. We apologize profusely and take it off. Our management tells us not to ask for the receipt. Just apologize and take it off. Some people are more understanding than others. Those things are a pain. they are supposed to beep at us at the counter but sometimes they don't and then they get missed. It happens.


Holly

nursebeth
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Posted: 1/15/2011 9:49:23 PM
I had this happen to me a Kohl's. Like the poster above me, they didn't even bat an eye when I walked in and up to the register to kave the sensor removed. I had the receipt but they didn't even ask for it. I was very pleased and it makes me more likely to shop there again. In fact, I should email Kohl's and say so


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Jumperhop
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Posted: 1/15/2011 10:00:13 PM

Wow, good to know you never made a mistake at work. There is a difference between incompetent and human.


Maureen, except that they refuse to correct "their" mistake. And you better believe that when I worked retail if I had made a mistake I would be apologetic and do anything I could to make sure the customer was happy and came back to the store. Without the customer I wouldn't have a job! I refused to treat my patrons like criminals.
Jen

Juliettie
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Posted: 1/15/2011 10:05:12 PM
Depending on the type of device, you can grip one side in a pliers and put a pretty strong magnet against the other side and you can pop them apart. (Also learned from my time in retail...not from a life of crime!)

Nieka


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gale w
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Posted: 1/15/2011 10:10:36 PM
This happened to use at Disneyland. My parents live about an hour away and I didn't notice until we got back to their house. I called and they said we could go to Downtown Disney to have it removed or I could mail it. Since I bought it because I knew we'd need it (I never take sweatshirts and just buy them there since we usually go north after visiting my parents-this one happened to be my son's sweatshirt) sending it wasn't an option and we really didn't want to fight traffic driving all the way back to Downtown Disney. So she suggested trying a Macy's store. We did and they were able to remove it but it practically took an act of congress to do it. I had my receipt too but the Macy's employees were very reluctant.


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PeaAddict

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Posted: 1/15/2011 10:18:36 PM
When I worked at the Gap, we found those things in the corners of the store all the time. Wire cutters work. If it has the ink thing, wrap it up in a baggie first!



yakiscrappy
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Posted: 1/15/2011 10:27:04 PM
I had that happen to me at a purchase at Gap Kids. The store was 2 hour drive away so I called up and the employee apologized. She told me to use a drill to grind it down. It worked!






jrenae
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Posted: 1/15/2011 11:22:01 PM
I would email the company. And show them this thread too.


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BeckyTech
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Posted: 1/15/2011 11:34:48 PM

AND now Pea knows about this. They really made a bad business decision there!
No. I would never expect a store to remove it after the fact without a receipt. It is their protection against shoplifting, a perfectly valid business decision.

I've also learned to hang onto receipts until after I've taken the item out of the bag and unpack or use it.

LunchBox
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Posted: 1/15/2011 11:38:27 PM
I bought dh a dvd from Target for Christmas and the guy left the lock on. I was pretty annoyed but dh got it off without batting an eyelid. Just google it, I'm sure you'll find a step by step instructions.



Jumperhop
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Posted: 1/15/2011 11:46:17 PM
Becky, I gave my 12 year old daughter the bag she folded the shirt and placed it in her drawer. It's not a school shirt and she didn't have an occasion to wear it for a month. When it was taken out of the drawer and the one inch by one inch security device was discovered. After a month of keeping the receipt I figured I didn't need it anymore and tossed it out.


rkay
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Posted: 1/16/2011 12:12:39 AM
Well My dh gave me a dress coat for Christmas and I didn't wear it until the following Christmas to a Christmas party (we live in Texas.....not a lot of cold weather for a long dress coat). Anyway, when I put it on I noticed a big bulge in the pocket......yep the security device. I call Dillard's and explained what happened & they had me come in & they took it off. No problems.....I do think I still had the receipt, I'm OCD about keeping them one year

Edgy Coolness
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Posted: 1/16/2011 12:21:16 AM
I found out that you can return anything if you bought it with a credit card. I bought a tree at Home Depot and it died. I called them up and asked if they would take the tree back and they a said NO PROBLEM we can look it up by your credit card number.

If you paid for the shirt with a credit card, I would call the store up during the day when the manager is there and speak to them. Tell them your situation and see if it is possible for them to do this.

Good Luck









Edgy Coolness
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Posted: 1/16/2011 12:26:02 AM
Here is their contact information from their website:

DownEast Basics

375 W Hope Avenue

Salt Lake City, UT 84115



PHONE

Customer Service Line: 1-800-337-3076



EMAIL

General Inquiries -service@downeastbasics.com

Wholesale Inquiries - sales@downeastbasics.com



PRESS CONTACT

Kathy Cabrera

press@downeastbasics.com


As someone else suggested, I would send Kathy Cabrera an email about your situation and even give her a link to this thread if you want stating that the employee was rude and didn't offer you a solution to your problem.

I'm sure there will be a resolution.









SweetiePie Pea
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Posted: 1/16/2011 12:30:10 AM
I don't know the store but if it is a small place you might be able to have them track down the purchase through a CC statement. they have to keep receipts from CC charges so they could in theory (and I have done this before for customers a few times) match the time and date of purchase to a receipt and CC transaction.

If you can't get it off yourself I'd contact the store manager on monday and see if they would help. You'll need the info from your CC company though. time/date/CC number used and total amount of purchase is helpful.


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dawnandnala
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Posted: 1/16/2011 12:56:06 AM

BEF2008
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Posted: 1/16/2011 1:01:13 AM

AND now Pea knows about this. They really made a bad business decision there!
No. I would never expect a store to remove it after the fact without a receipt. It is their protection against shoplifting, a perfectly valid business decision.

I've also learned to hang onto receipts until after I've taken the item out of the bag and unpack or use it.



What I don't get is if it was on there to protect against shoplifting, how did she get the shirt out the store? If she actually shoplifted it I mean. (And I don't think that you did, I'm just making a point.)

Just out of curiosity, did you walk out of there with it after they refused to remove it or did they keep it?In other words, if they thought you shoplifted it why didn't they hang on to it? If you brought it back home, how did you get it past the sensors again?

*elaine*
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Posted: 1/16/2011 6:06:46 AM
If you have had the shirt for a month and just noticed that the tag is on, it is understandable that the employee didn't notice it either. I've had it happen, so now I pay close attention when I'm checking out to be sure that all security devices come off.

Did you take the shirt back home with you? or did you leave it? If you took it home, follow everyone's advice to take it off yourself.

I'm sorry that this happened to you, how frustrating! I also see the store's point of view too.


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GrinningCat
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Posted: 1/16/2011 6:38:32 AM

Sassy This wouldn't have been an issue if the incompetent employee would have done his job in the first place and taken the security device off when the item was purchased.
People make mistakes. Do you do your job perfectly 100% of the time? I'm sorry you're disappointed but I think you're expected way too much from the store. You didn't have a receipt, they have no proof that you didn't steal it.



Maureen, except that they refuse to correct "their" mistake. And you better believe that when I worked retail if I had made a mistake I would be apologetic and do anything I could to make sure the customer was happy and came back to the store. Without the customer I wouldn't have a job! I refused to treat my patrons like criminals.
How on earth would they know you're not a shoplifter without a receipt? And you bet your ass shoplifters will return to get the tag taken off... they are that savvy. Are they treating customers like criminals? No. They are protecting the store.




What I don't get is if it was on there to protect against shoplifting, how did she get the shirt out the store? If she actually shoplifted it I mean. (And I don't think that you did, I'm just making a point.)
Just like humans, the detectors are fallible. If something or someone is blocking the sensor in that fraction of a second that the tag is going through the detector it won't go off. If something is protecting the sensor from the detector, it won't go off.

Also, if it's a small sensor and the detectors did go off, it's possible that it was missed during a bag check. Usually sensors are put in the same place every time. If the sensor was put in a different place, it's easy to miss.



**Angie**
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Posted: 1/16/2011 7:04:42 AM
Wouldn't the easy thing to do (for the store) be (if they thought she was a shoplifter) to ask if she would give them her driver's license information?

I mean, if I had shop-lifted it, wouldn't I refuse?? And if I hadn't shop-lifted and the store employee explained it was to help deter shoplifters, I wouldn't mind.





CamiCar
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Posted: 1/16/2011 8:25:00 AM
I wouldn't expect a store to remove it without the receipt.

Having worked in retail and seen the ways and amount of shoplifting that goes on, I'm not going to argue about something like this. I have seen people come into a store with a store bag, take merchandise and put it into the bag, then walk right up to the counter and ask for "their" money back. When the clerk points out that the bag is one from a month ago and/or that the merchandise still has the security tag on it, the so-called customer pitches an indignant fit. And most of the time the manager gives in, thereby giving the thief incentive to steal again.

So... The way I see it is that both the shopper and the store have a responsibility. The shopper has the responsibility to keep the receipt and the store has the responsibility to fix/exchange merchandise that comes with a receipt.

If a store chooses to take responsibility for merchandise without a receipt, that is because they are being "nice", not because they have to.




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kimberly38
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Posted: 1/16/2011 8:26:35 AM
I hope they did not keep the shirt. Did they give it back to you?

Yes, many stores will not remove the device without a receipt. I was in Justice one day and overheard this comment to a customer. I actually had a shirt, (cami), that the same thing had happened to and I was always forgetting to take it with me to get the device off. After a while, I lost the receipt.

After the comment, I asked my dh if he could remove it and he did with his tools in the garage. Not sure how, but he did it.

lttlecrybby
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Posted: 1/16/2011 8:40:38 AM
Sometimes even when you HAVE a reciept they act like A) you're a shoplifter and/or you're a major PITA for asking them to do something they should have done in the first place.

I bought a really cute purse on clearance at Parisian at the mall several yaers back. We left the store, shopped in the mall for awhile, had lunch at the food court, etc. I tool the purse out of the bag during lunch to look at it and noticed the stupid security tag still on it. I went BACK to Parisian's within an hour or so of purchasing WITH the reciept to the SAME register I purchased from. The lady working there examined my reciept like it was a forgery and looked me up and down like I was a shoplifter when I asked to have the tag removed. I had JUST bought it!! She was actually working that area with another lady when I initially purchased the stupid purse! She finally removed it when I told her if it was too much trouble I would just take a refund and speak to her manager. I never shopped there again.


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debbietaylor
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Posted: 1/16/2011 12:30:36 PM
Lord & Taylor failed to remove a security device on a bathing suit. When i brought it back to the store not only did they take off the device but they gave me an additional 20% off.

I had the receipt but if I didn't it was on my L&T credit card. Another reason I never use cash.

nlwilkins
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Posted: 1/16/2011 1:30:42 PM
Googled it and came up with this video

How to remove a security tag


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myshelly
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Posted: 1/16/2011 1:38:01 PM
I once bought a pair of pants at Ross.

Got home, went to put them on, and noticed they still had the security tag.

I took the back to Ross with my receipt and Ross said they couldn't do anything because it wasn't their security tag -- it was the security tag of the original retailer that Ross had bought leftover merchandise from.

Argh!!

Well, the pants had a New York and Co. tag in them, so I went over to the mall, into NY&Co, explained the situation and asked them to remove the tag. It took half an hour of arguing/convincing, but they finally did it.

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