I am a thief,,not so fast (very long read)

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I am a thief,,not so fast (very long read)

February 27, 2010, 04:57:34 AM

Dear Shell Customer Care            27feb10

Subj:   Accused of taking product from your store and not paying. Later it was determined to be a mistake after two days however I was banned from the store unknown to me until my next visit. I would not have known employees were instructed to not serve me until my return visit unless I paid for product I dishonestly took from Shell.

Store: Shell Stop In Food Store 94, N Jefferson St, Lewisburg Wv 24901
   Phone: 1.304.647.4046
   Register 1, transaction #6790, OP ID: 9, cashier=lisa
   24feb10, at approx 4pm

Response required within 3 business days

24feb10-
   My wife and two boys returned from my mothers funeral to arrive in town with a snow storm brewing which warranted picking up a few critical items at this store. My sons gathered their items as well as my wife and I asked for 3 packs of Marlboro lights 100’s soft pack (mother in-law requested) and one back of USA ultra lights. Operating the register was an employee (Lisa) who helped me. She returned with one pack of USA and one pack of Marlboro’s. I nicely indicated to Lisa that I must not have spoken clearly enough and that I needed two more packs of Marlboro’s. She took my pack of Marlboro’s and went to the back room and laid down the order on the counter.

   During the time these exchanges of communications were taking place, the wife and kids were placing items on the counter (milk, bread, drinks and such) and I placed my brand in my pocket which was the USA ultra lights. I handed my debit card to Lisa and then suddenly noticed that the qty of Marlboro’s was not correct still as I only saw two packs. I told Lisa that I still needed another pack of Marlboro’s to which Lisa indicated she would not because she saw me put them in my pocket. The interaction went on for a few moments as customers came and went. I wanted to have Lisa’s undivided attention so I let other customer pass through the checkout. At every opportunity, I approached Lisa about the matter because I had paid for product I still did not have. Lisa continued to tell me that I need to “check my pockets or talk to the manager, I saw you take them”. I was confused a little because there I stand second guessing myself while all the time, my family stands in the background bearing witness to dad getting accused of stealing something. Lisa indicated that If I have a problem that I should talk to the manager. I knew if I departed the store, I would not have any proof to contest the situation. A small cost of cigarettes did not matter any longer as shell is now indicating I have taken product without paying for it. I inquired about the location or availability of the manager and was not given details other than to call tomorrow morning and speak with the manager. I told Lisa that I am rather trapped here in a situation where if I leave, I can not clear my good name, other store patrons passing through eyeballing me wondering what it is I stole or took from the store that has this register attendant so uptight. My family still awaits my choice to depart the store. I was asked to leave the store or the police would be called. I took Lisa to her word and indicated that nothing would please me more than to be able to fill out a police report getting all this documented in an orderly fashion so that I could in fact leave with out contest that there still is an open issue with my transaction and that in writing I could clearly stated I did not get the product I purchased nor did I steal. The continuous allegations of “I saw you take them” several times from Lisa eventually aggravated me to the point that I stripped off all my outer garments, emptied my pockets, laid everything out in a neat fashion along the edge of the counter and indicated to Lisa that she could come and inspect and pat down my pockets as well as look through my jacket to locate this missing pack of cigarettes. Upon seeing all my personal items on display on view to the rest of the patrons passing through, she offered to just “give” me a package of cigarettes but that she is reporting me to the manager. I told her I agreed and would look forward to getting to the bottom of this mistake. For some reason Lisa still felt the need to top off the situation with “There is no mistake, you took them and I know it”. Every time she said this, it bugged me and finally I asked if she were calling me a thief. Her body language and further comments of “Im not sure what else you would call it” indicated nothing less than a thief. I was handed my 3rd package of Marlboro cigarettes and it occurred to me that Lisa had never provided me with a receipt. Upon asking for the receipt, Lisa quickly buzzed through all the buttons then suddenly but for a brief moment paused as she slowed down her finger strokes as though something was difficult or perhaps speculation on my part, but she suddenly out of no where became overly courteous indicating “by the way, the Marlboros are 3 for 12.59, just thought you would like to know,,, You can check the receipt if you like”. I was rather confused by this the purpose it served her as the previous 15 minutes was nothing of a friendly nature and all of a sudden to resort to this level of niceness didn’t feel correct. I provided my contact information to be used when the manager had time to call me. I simply departed the store and once again found the room in my calm side to indicate this must be a serious but simple mistake and I hope we all get to the bottom of it. The following day I cleared my head and concluded that in the end, I got the product I paid for and there need be no further reason to call the manager and get Lisa involved in a mess that could cost her job. If the truth be told, the pay is next to nothing and at that point, everything was taken care of but I lost with the fact I was publicly humiliated, personally attacked and formally accused of taking product without paying for it. I resigned myself to not engage in any further drama and drop it.

25feb10- approx 7pm
   I needed to pick up some work related tools from Lowe’s and found the same shell station to be the obvious choice due to location. The wife indicated she would rather not go in there again but I told her it should all be settled that we should be fine, there’s no way in heck that they found a pack of cigarettes missing but if there were, I would pay for a whole carton. I started my gas transaction at the pump and went inside to join my wife who was getting tea. As I entered, I noticed the same Lisa working but she was making a low tone comment to someone else to which I hear a few words “there the” “the one who started trouble last nigh”. I went to fill up my coffee and upon arriving at the register, Lisa said “our manager looked at the recordings and she didn’t like what she saw” I asked for more details because I wanted to honor my mistake. Lisa indicated that she was told not to serve me and that if I do not leave, the police would be called. The wife and I stand there trying to ask what the manager saw and an older man attending the store came to us and basically repeated the same instructions. The look on his face reminded me of nothing short of disrespect and disgust at me and my wire. He then pointed his finger at my wire reaching across the counter instructing my wife to give him her tea. I had already given up my coffee but in the new mess we found ourselves in, the situation was obviously not over. Lisa went on to indicate “the manager verified everything and she saw you take those cigarettes”. I was told to depart the store or the police would be called. I once again offered them to allow this because now we obviously have a problem and I am not able to make right without this store strong arming me and forcing me into a legal situation to recover from the problem. Lisa commented towards the end of this visit with a few words of how I can call the manager if I have a problem with a sarcastic look on her face and she did one of those head bob things that further expresses her “I am right and you cant do anything about it” attitude.

I departed the store but the older man who placed my wife in the problem still remains to be a serious issue as I had 45 miles of drive time home to think this through. I have found myself in a situation that places me as a banned patron from a store or the police will arrest me. I was told if I returned to the property by the older man, I would be arrested for trespassing.

26feb10 mid morning
   In light of the past stressful past week not to mention the recent allegations of stealing from the store, I finally resorted to calling the manager per the instructions provided to me by Lisa and the older man that works there. It surprised me that I had not been contacted informing me of my standing with that store. I asked to speak with the manager and a woman named Michelle got on the phone but did not introduce herself by name until I asked for her name. To this day I do not know her last name but she is the store manager. I begun the discussion indicating who I was and into a quick synopsis of what happened but was cut off by Michelle. She stopped me and took over completely the conversation as though any words I had were useless. I took point on this indicator as typically this means someone’s mind is already made up. I let her finish but indicated to Michelle that I was not being allowed to talk and furthermore she did not have to be borderline yelling at me on the phone. Michelle proudly announced that she was a “very strong woman” and that she has a strong voice so many people take her wrong. Given that ingredient of personality, I worked around it but picked up my pieces of my side of the story each and every time she quickly cut me off and interrupted me. Her synopsis of what happened was all over the map and she was not able to prioritize the bullets in order toe make the phone call timely and efficient. This is when I said to Michelle that I would like answers to a few questions this way we would both understand clearly where we stand to this point. My questions were :

-Did you instruct the staff to refuse me service- Yes
-Did you review the recording showing I was in the wrong –yes and you were give the correct amount of cigarettes, I verified myself and its obvious on the video.
-Did you see me put a pack of cigarettes in my pocket- yes I saw where you did that as well, you were given two and two.
   I indicated to Michelle I was not given two and two but 1 and 2.
-Did you at the least count how many packages of cigarettes went across the counter- yes you were given four packages and you took four.
-Did you confirm your inventory was off by one package of smokes- yes we are missing on package of cigarettes which is the pack you took.
-Where do we stand now- until you make good on what you took, you are no longer allowed in the store and you will not be served. I told my employees the same thing.
-Are you sure your review of the video shows that I am at fault- yes and you need to simply pay for what you took and we will be ok after that., until then you are not welcome in the store.
-Have you taken out paper work on me retraining me from the property- NO but you will be called on if you come in here, we will not serve you and if you come back in, you will be trespassing.
-Again, I ask you if you are sure I am at fault- yes
-May I see the video so I can make good on my problem I have caused- let me get in touch with my boss and see when he will be able to do it with you. I will call you back later.

   At this point, I felt I had made a mistake but requested I see the video for myself. I had hung up with Michelle and then decided I better start documenting things before I forget. I called Michelle up to ask the following question “In one sentence, what would be the reason as to why I am not allowed in the store”. Michelle in a god like emotion and attitude indicated she didn’t have time to discuss this any further and that I should wait to discuss this with her boss when I come in. I clearly asked here again as this was teetering on the edge of becoming a visit to the court house for the both of us. Michelle replied that there was no reason at this time. I responded to her by saying that I find it very disturbing that you can just discriminate like this and have no reason. There must be some company policy in place that your are in direct violation of. Michelle indicated that there is nothing further to say and she would contact me later to verify when I could come in and review with her, her boss and myself the findings showing where I was found to be at fault of taking shell product without paying for it.

26feb10 mid day
   A different Michelle called me back and said “you were right, we see now were the mistake was ours. We owe you an apology and we could not express how sorry we are. Michelle even offered my coming in to face up with Lisa and have her apologize to me as well. I indicated to Michelle that we still have a problem because she did state her inventory was off by one package of cigarettes as a result of my visit. I asked Michelle if this problem still exits but did not get a straight answer. This conversation was short sweet and to the point and I accepted Michelle’s apology. After hanging up , it occurred to me that her saying “and we could not express how sorry we are” was not an apology directed towards me from her. Michelle’s focus on Lisa being the fault sort of took first place in the tone of our conversation. I felt it was odd that a manager could overlook the details it took her boss to discover and base her findings on faux substantiated non facts which resulted in my stress and disorder not to mention the family disruption and arguments over my so called making the situation out of something I should have walked away from. The situation has done nothing but cause grief, stress and turmoil for myself and my family not to mention the impression shell so irresponsibly induced upon my kids. Everyone in my family is up to date on this matter as it stands today.

27feb10 approx 3am
I contacted the shell station to confirm the manner in which I contact Michelle’s boss in order to be allow the opportunity to discuss this matter and resolve the fact her manager made very poor calls without being sure everything was verified. I spoke to the weekend assistant manager tonight and she was helpful. Since she indicated her roll, I shared some details but she indicated she heard all about it but knew nothing. Confusing to say the least but my point of calling was somehow misinterpreted as I was calling to get the store number and the process in which I file a complaint with Michelle’s boss based on her choices in how the situation was handled. Apparently the problem is store wide because the weekend manager changed up her tone with me a little and upon her proudly announcing her roll as assistant manager, she quickly told me that I don’t need to be calling her up harassing her. Overall my conversation with the weekend manager was pleasant but this one statement tells me the staff is of a volatile nature which should warrant evaluation. I had no idea what she meant but she can explain that to her boss later. It was my purpose to simply get in touch with the regional manager and have the opportunity to see the tapes I never saw, perhaps explain to the regional manager where all this went wrong but apparently I am not allowed to speak with him. The weekend manager went on to say she is not sure he can get back to me tonight although I never once communicated I needed an escalation process of that caliber. The weekend manager went on to say that she was not sure if the regional manager would be available tomorrow (27feb10) although I never asked for that either. It appears the problem is throughout the manager ranks as they all have indicated in the posture over the phone that I don’t need to be calling them about anything. Moreover, the communications skills is lacking as well as understanding what it is they say and how it effects everyone else within the parties involved. Its rude behavior and poor judgment that has me wondering how these people train up or qualify to handle the public. I was very surprised to see the weekend manager indicate that I didn’t need to be calling her up harassing her. Sometimes people say certain things but mean it a different way but the sake of argument, lack of vocabulary is no excuse to iterate words that inflame the situation even more.

I ask shell that they evaluation my situation and ask yourself how important is it to “be sure”. Within your own company Code of conduct , I find it ironic that on page 3, the following words are so applicable to this situation.

“Reputations are hard won and easily lost. We can all play a part in building and protecting Shell’s reputation. BE SURE”
http://www.shell.com/home/content/aboutshell/who_we_are/our_values/code_of_conduct/code_of_conduct_30032008.html

I also ask shell to settle this matter as quickly as possible and contact me for any further information as required by phone at 1.304.772.3411.
Very Respectfully, J Scott Cassity

I am a thief,,not so fast (very long read)

Reply #1 – February 27, 2010, 05:56:23 AM

This is a good reason to give up smoking!

Seriously, I'd stay away from that store forever. I would refuse to give them my money after all of this. They cannot deal with customers in a respectful manner and I am sure there are other stores in the area that would be happy to do business with you.

Chris

I am a thief,,not so fast (very long read)

Reply #2 – February 27, 2010, 08:30:52 AM

Quote from: Chris1987LX;311732

This is a good reason to give up smoking!

considering the "light" cigarettes im guessing he is trying. atleast i hope so or he is just wasting money.

stuff like this happens to me every friggin' day, thats why there are more than one store to go to. they all sell the same stuff.

I am a thief,,not so fast (very long read)

Reply #3 – February 27, 2010, 12:01:45 PM

Quote from: jcassity;311730

and I placed my brand in my pocket which was the USA ultra lights. I handed my debit card to Lisa and then....

Correct me if I'm wrong, but you put something in your pocket before you paid for it?

(even if said item was rang up, and you had every intention of honesty?)

Just trying to see it from a non-biased light.

Sounds like it turned out well enough, but I too would probably avoid that store.
For me, it only takes once to be (wrongfully) accused of being a thief or anything I'm not, and I will not even acknowledge that person/place/etc in any way whatsoever...but that's just me. I don't forget and forgive so easily.

I am a thief,,not so fast (very long read)

Reply #4 – February 27, 2010, 12:40:51 PM

When I was a teen, I was at a video game store with a friend. When we left the manager came running out and said somebody saw my friend put games down his pants. C'mon, he's like 100lbs soaking wet. If you put games down his pants they'd fall out the bottom. My friend said "if you don't believe me, pat me down!" and the guy did! Oh well, they saw he didn't steal anything, and they felt like asses. We were mullet-wearing hoodlums at the time, I believe we were just stereotyped, heh.

Sucks what happened to ya, but don't dwell on it too long. People suck, period. I just leave the house every day expecting every person I meet to suck, that way, when they don't, I am happy, and when they do, I'm not surprised.

I am a thief,,not so fast (very long read)

Reply #5 – February 27, 2010, 12:43:19 PM

Did you show her that you put the USA Gold's in your pocket instead of the others?

I am a thief,,not so fast (very long read)

Reply #6 – February 27, 2010, 01:57:30 PM

That sucks how they treated you. I hope you take it all the way to corporate. It's one thing to have an employee act like that but to have management act the same just isn't right.

I am a thief,,not so fast (very long read)

Reply #7 – February 27, 2010, 02:28:48 PM

keep going up the ladder till u get the results u want. it aint about not going back but them fixing the problem they have created, and making the store employee's managers and lisa personally apologize to to u and your family. get the respest u deserve.

I am a thief,,not so fast (very long read)

Reply #8 – February 27, 2010, 02:39:45 PM

Quote from: FordTruckFreeek;311768

Correct me if I'm wrong, but you put something in your pocket before you paid for it?

(even if said item was rang up, and you had every intention of honesty?)

Just trying to see it from a non-biased light.

Sounds like it turned out well enough, but I too would probably avoid that store.
For me, it only takes once to be (wrongfully) accused of being a thief or anything I'm not, and I will not even acknowledge that person/place/etc in any way whatsoever...but that's just me. I don't forget and forgive so easily. ;)

yeah, i think i had because she had already scanned them,,just not ran my debit card yet ,,, it was my way of starting to clear off the counter. Hand stuff out to the boys to hold as she scanned things.
either way the usa cigs were not the issue, the qty of marlboros was the problem

actually, the problem no longer became the product but the situation and how inflamed it got.

I am a thief,,not so fast (very long read)

Reply #9 – February 27, 2010, 02:43:20 PM

Quote from: Blck85TBirdV8;311775

Did you show her that you put the USA Gold's in your pocket instead of the others?

yeah I did. but there were so many pockets. A new christmas jacket i had on didnt help either because i am still getting use to all the pockets.

I had my usa's in my leg pocket (wrangler painter jeans,,,pocket on the right leg. Holds my cigs and lighter perfect.

I am a routine person ,, everything has its spot so thats where i always put mine.

I am a thief,,not so fast (very long read)

Reply #10 – February 28, 2010, 12:58:07 AM

Dunno if you thought of this...maybe she palmed the "missing" smokes for her own use, and tried to lay the blame at your feet?

Maybe it was just an honest misunderstanding, and they are all to chickenshiznit to admit wrong and apologize to you and yours, and the missing pack is just a strange coincidence?

I am a thief,,not so fast (very long read)

Reply #11 – February 28, 2010, 01:03:24 AM

if your talking about the inventory,, I dono

I simply suspect the Manager was making that part up because i was the one who brought up the topic of inventory.

as for my situation, my insisting and her giving me a 3rd package of marlboro's turned out to be the right thing to do. She never fille the order correctly, nor did she the second time around.

I am a thief,,not so fast (very long read)

Reply #12 – February 28, 2010, 08:16:23 PM

I would think that saying "We can't say how sorry we are" (or whatever it was to that effect) was the apology.
Ok, so she didn't say " am sorry". Maybe she just doesn't apologize like that... some people just word it differently. I would imagine that by saying what she did...she was indeed apologizing.
It seems like you might be making more out of it than need be...but I wasn't there to witness everything so I can't say for surenwithout hearing voice tone and such.
From what you wrote I would guess that you got your apology and they admitted they were wrong, it just seems they didn't do it quite the way you would have liked them to.

I would agree. don't go back there. It's better not to deal with them if you aren't happy with the service you got.
Sorry it was a bad experience.... it happens. You just have to get over it and move on.

I am a thief,,not so fast (very long read)

Reply #13 – February 28, 2010, 08:45:10 PM

Cigarettes is a blot on the whole human race
A man is a monkey with one in his face
That's my definition, believe me dear brother
A fire on one end and a fool on the t'other

I am a thief,,not so fast (very long read)

Reply #14 – February 28, 2010, 10:28:48 PM

softtouch,,- thank you , those words sunk in , kinda clicked somethng positive. What i mean is that its most definatly my choice but i understand that many have read part of this and choose to focus on the area i have already said isnt the problem. Lets keep pointing out the fact that not smoking could have prevented this..... I do desire to stop smoking though. My wife did it with chantix.

Karen
My wife said basically the same thing. My whole problem is the fact that it was confirmed and verfied that I did steal by a well trained expert of the matter in the store. Later it was determined they were wrong.

If it stopped at the point where the manager did her job well enough, she would have caught this and an appoloy was fine.,,as it is now I might add.

But, since she said she doesnt own a computer and her boss does, later starting to sound like it was so impressive to discuss how her boss was able to pull up the vids and see such detail was disgusting.

the problem is the fact that in any other cirspoogestance, if rolls were reversed, I would be getting in deep doo doo for doing such a thing not having my ducks in a row and being sure before i told someone they infact took something without paying for it.

again the problem was not the orignal mistake but the level of mistakes that were made that resulted in my whole family suddenly being restricted from the store or suffering the choice of being arrested.

If a person finds anything worth fighting for , it must be for ones self and family. Perhaps walking away would have forced me to trow away a part of me that says no one would ever get away with doing XYZ to me or anyone I love.

Quite frankly, this very strong spoken manager has messed with the wrong person. During some of our discussion, Michelle used such phrases as "look here buster" , "you know you took those so dont even" and "look dude". I am so ready to see her name in the paper now more than ever. This would have all been over if i had been allow to do what it was I was promised. Come in and see the vidio for myself. Instead they are keeping me away from the regional manager and the recordings, nor will they resend on the fact the inventory was incorrect.

I guess Karen what i am saying is that when the general public stop caring about small things,, the large things become small things. Then the next thing you know, your being walked all over and you become weak and incapable of getting up the gumption to defend yourself and something as old fashioned dare i say as "honor" if that is even a word anymore.

It doesnt surprise me that many dont understand what i mean. Its one thing to make a mistake,, but to have it doubly mistaken and impose restrictions on my freedom to come and go into a public place,,hell no. If i walked away as you likely would have,, you would have paid for product you didnt get,, and alway had to avoid that store and then finally arrive at what I did this weekend.

^^^^SURPRISE,, word got out that i stole from thier store by way of my local store near me. Yep, yappers were runnin and you guessed it. Even after michelle blasted away at me then found out she was wrong, she had one problem. She yapped her stinking yapper prior to verification on the vids. word had already spread. OH well, it doesnt matter, right? most things to my wife dont matter either, one of our majore disagreements. If i lived like that , i would feel ike im swimming is a bowl of shiznit all the time. I cant do that and i cant see it being done to other people either. I watch it happen so many times even with very unsuspecting people who you thought would never take that sort of accusation. I watch them cower and walk away and very few knew the correct situation.

Yes, i care about my reputation above all. I could care less what is thought of me though, i feel good knowning i am doing the best i can with what little i have worked for.

here is the robot response from shell customer care......... how do i know its a bot,,, well just try out the email and you will find out. This only me off more.

Dear JAMES CASSITY,

Please accept our apology for any inconvenience you experienced at one of our locations. Delivering world-class customer service is a high priority for Shell. We are disappointed when we fail to meet your expectations, and we believe the experience you had is an exception to the way Shell branded retailers typically operate.

Our review indicates your experience occurred at one of our independently owned and operated locations. Please be assured that we have formally recorded your feedback and the appropriate party will be notified. Customer feedback helps us to identify opportunities for improvement.

Thank you for taking the time to share your concerns. We value your patronage and hope you will continue to choose Shell's quality products. If you have additional questions, please contact Shell Customer Care toll-free at 1-888-GO-SHELL (1-888-467-4355) or send an e-mail to shellcustomercare@shell.com.

Sincerely,

Shell Solutions Center
Customer Care
1(888) 467-4355
eMail: shellcustomercare@shell.com

Here is my response to the bot. Why would i waste my time with a bot you ask? its further proof that they really dont have Customer Care on a topic as serious as this. Opps, perhaps its not all that serious.,, lol,, hell lets just all have a hay day and let anything happen to us and smile.

Dear Shell Customer Care
The situation Shell placed me in went well beyond a simple mistake but was a pesistant implication that my guilt of taking from your store was verified and comfirmed. The Manager noted and invstigated the situation and arrived at the allegations from her register attendant was true and imposed upon me the terms of further service was based on my paying for the product I took.

This was not something of a misunderstanding , it was a leadership problem and it violated me in public as well as humiliated me in the presence of my famiily. There are times when an apolgy are due but the level of escalation this was taken to by the leadership of this station leads me to surrender to my gut feeling that this will happen again to someone else. I am not satisfied with a pat on the back and a letter stating you are sorry. When a crime is comitted, the offender must have his day in court. In my case, no crime was committed and upon verification by well trained managment within this station, I was supplied with the terms and conditions of my return thus the store playing the roll of judge , jury and executioner. This has been a very frustrating matter and needless to say it warrants our taking this to the next level of resolution.

Ones honor and reputation are at steak and when violated, its not easily forgiven with a simplistic letter of apology. Via the court system, the general public should be aware of the lack of control and attention to detail this Shell station has.

J. Scott Cassity
Direct: 304 772 3411 (PRIMARY NUMBER)
cell 360 389 6220