Pak’nSave Apologizes for Wrongfully Accusing Customer of Shoplifting

In a surprising turn of events, a New Zealand supermarket chain has issued a public apology to a customer after staff wrongly suspected them of theft. The incident has prompted a review of the store’s procedures and sparked discussions about customer treatment in retail environments.

Public Apology Issued

PAK’nSAVE Henderson has said sorry to a shopper named CJ for an incident on April 5th. The store acknowledged that its staff’s actions caused the customer public embarrassment, as well as distress. The store stated that the situation “should never have happened.”

The store’s Facebook post stated:

“The way the situation was handled – both in the moment and in the way her complaint was managed afterward – fell well below the standard we expect of ourselves.”

—PAK’nSAVE Henderson Facebook Post

The store added that the accusation against CJ was entirely baseless. It admitted full responsibility for the event. The supermarket chain emphasized its duty to address retail crime. However, it underscored that this should never occur at the expense of respect, dignity, and fairness.

Changes in the Works

In response, the store is now assessing its training programs, protocols, and escalation procedures. The aim is to prevent any similar experiences for other shoppers. The company has stated, “Accountability starts with us, and meaningful change will follow.”

Retail theft is a significant concern, with losses in the United States reaching over $100 billion in 2022 (National Retail Federation).

Further Statements

The store concluded its apology by addressing CJ directly, saying, “To CJ – we are truly sorry for what you went through. You deserved better.” RNZ has contacted Foodstuffs for further comments on the matter.