The reader says that last Thursday she was shopping at one of the stores in Bolesławiec. When taking her shopping from the checkout, she left a chocolate bar there:

(...) I left the chocolate bar and only realized it when I got home. The next day I went to the store because this had happened to me before and the staff had been happy to help. I know that in such a situation security reviews the recording in the customer’s presence.

This time the security guard would not let me watch it, but okay. He said that I had packed the chocolate bar into the bag at the end, but I didn’t believe him and firmly said that I had packed the book last because I didn’t want to get it dirty. Then he let me watch it – I wasn’t mistaken. I had left the chocolate bar at the checkout, but imagine my surprise when (…) (the next customer – editor’s note) took care of my chocolate bar (…).

What I mean is the security guard’s attitude. At first he claimed that he had a recording of me from the evening, while the receipt showed 1 p.m. I pointed to the chocolate bar I had left on the monitor. He was clearly misleading me. Only when he realized that I understood the situation perfectly did he back down. He claimed that he was only human and could make a mistake. I will not draw hasty conclusions over a chocolate bar worth PLN 10, but in my life I have met several dishonest security guards. This is also a warning to store employees.

In this matter, the reader also spoke with the market manager and reported the situation to the customer service desk. The chain reviewed the report, agreed with the reader, apologized and promised to refund the value of the chocolate bar.

The chain’s response:

Dear Madam,

Thank you for your report and description of the situation. I am sorry that your visit to the store was a source of stress – this does not meet the customer service standards we strive for.

After analyzing the matter, we confirm that the chocolate bar was left at the checkout and taken by the next customer. We apologize for the initial imprecise information provided by security and for any situation in which the way our employees communicated was perceived as unprofessional. We will refund the value of the chocolate bar.

Yours sincerely,

Customer Service Office

What are your experiences with self-checkouts and store service? Have you ever experienced a similar situation? In such circumstances, should a customer have full access to the recording? Share your opinion in the comments.