Real Canadian Superstore review: False accusation on non payment for goods 3

Real Canadian Superstore
30 Kingston Road
Ajax, ON
[protected]

To Whom It May Concern,
I am writing to formally express my concerns regarding an incident that occurred at the Real Canadian Superstore in Ajax on September 4, 2024, at approximately 10:50 a.m. During my visit, I was falsely accused of not paying for my groceries, an accusation that caused me significant distress and humiliation.

On that day, I was in a rush to attend a scheduled physiotherapy appointment. To expedite my shopping, I opted to use the self-checkout. During the process, I required assistance with a price check, and Alison, the manager, kindly helped me with a price match on four cases of soda. She also applied a discount to the salmon fillets I was purchasing. Alison assisted me with my entire transaction, which included 12 items. I paid for my purchases using my phone’s credit card app, and the transaction was approved instantly.

After completing the transaction, I called for the attendant, Magie, to give me my Marvel cards, which are provided after a successful purchase. Magie placed the cards in my trolley and confirmed that the transaction was complete. Despite some delays during checkout, I confirmed with Magie that the payment was successful before I left the store.

As I was walking through the parking lot, Alison approached me, claiming that my payment had failed and instructing me to return to the store to pay for the items. I was shocked by this assertion, as I had received confirmation of the transaction on the register screen, my phone, my bank and from Magie herself. When Alison asked if I had a receipt, I explained that I usually don’t take receipts unless it's for a significant purchase, preferring to have them emailed to reduce paper waste. I also informed Alison that I was in a rush, as I was already late for my physiotherapy appointment, but my time and urgency were disregarded. Despite feeling deeply humiliated, I decided to return to the store to resolve the situation.

To address any suspicions Alison might have had, I purposely asked her to watch my shopping cart in the parking lot, allowing her the option to discreetly check the contents of my bags. As I walked back into the store, I noticed the security guard who usually stands inside the store, observing me from outside the store, making me feel as though I was being treated like a criminal.

Upon re-entering the store, I went to the register where I had completed my transaction and asked Magie what had happened. Another customer service representative also approached me to resolve the issue. The entire self-checkout staff and customers witnessed this, leading me to feel demoralized and insulted by the assumption that I had done something wrong.

I was then guided to customer service, where the representative checked my receipt and confirmed that the payment had indeed gone through. This confirmation came after I had already been embarrassed and stressed by the false accusation. This ordeal could have been avoided had proper procedures been followed.

I returned to the parking lot and showed Alison the receipt, confirming that I had paid for my items. When I expressed how humiliated and embarrassed, I felt, Alison appeared unconcerned and, in my opinion, focused solely on the unfounded assumption that I was possibly a shoplifter. Despite the receipt proving the payment, Alison claimed there was still a discrepancy with the receipt and asked me to return to the store once more.

Back at customer service, I faced further humiliation, only to be told again that the receipt was correct. When I tried to express my feelings of embarrassment and humiliation, my concerns were dismissed. The only explanation given was a vague reference to a register malfunction related to the Marvel cards.

I feel that my integrity was unjustly questioned, and my character was unfairly attacked. As a devout Christian, I have never stolen anything in my life, and such behavior goes against my beliefs. Furthermore, the manager falsely claimed that my payment had failed. I know that Marvel cards are only distributed after a successful transaction, which Magie confirmed at the time.

Alison maintained that a transaction is not considered complete without a receipt. However, my decision to forgo the receipt was solely due to my need to attend a scheduled physiotherapy appointment on time and was not an attempt to avoid payment. I have shopped at this store many times and often opted not to take a receipt without any previous issues. Alison's claim that a transaction is incomplete without a receipt contradicts the practices of many environmentally conscious stores, which offer customers the option to skip receipts. Even ATMs allow users to choose not to receive a receipt.

As a Black woman, I believe I was unfairly targeted and subjected to racial discrimination during this encounter. I strongly feel that I was racially profiled because I belong to an ethnic group that is often unfairly stereotyped as being more likely to shoplift. Rather than focusing on my conduct, the manager appeared to direct their suspicion towards me based on my race. I cannot allow this issue to go unaddressed, as it is important to protect other ethnic minorities from experiencing similar profiling. Therefore, I am seriously considering seeking legal advice regarding this matter.

I trust that you will take this matter seriously and investigate the actions of your staff to ensure that no other customers are subjected to the same treatment.

Yours truly,
J.