Home › Forums › West Seattle Rants & Raves › RANT: PCC Natural Market in West Seattle
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September 21, 2014 at 5:59 am #612741
CaitlinRMemberI have shopped at PCC for years now and normally really enjoy it. I love their selection of natural products and their prices are very reasonable. Unfortunately, however, I will not be shopping there again.
On Thursday, September 18th, I went to get some protein powder. I didn’t see the kind I had in mind, but picked up a few packets that I wanted to try. I then looked around the store for something else, couldn’t find what I was searching for, and changed my mind about the protein powder. I put them down and left the store. As I was walking to my car, a bald man in a black hoodie identifying himself as “Store Security” chased after me yelling. He accused me of stealing the protein powders and demanded to look in my bag. I was horrified because I have never stolen anything in my life. When I told him I didn’t steal anything, he demanded again to look in my purse. I told him to go for it, adding in a colorful name, and when he didn’t find anything in there, barked, “WHERE DID YOU PUT IT? WHAT DID YOU DO WITH THE PROTEIN POWDER?” I told him I didn’t have it and I had left it in the store. He refused it believe me and just kept repeating himself, asking where I had hidden the items.
I should note that there were people in the parking lot witnessing this encounter – it was humiliating.
He finally left and I immediately called the store asking to speak to a manager. I explained what happened to the guy on the phone – he was the assistant store director, and his name escapes me (I think it started with an R – maybe Reed?) – and he said he’d speak to the security guard about being too aggressive with customers and call me back. I haven’t heard back from anyone representing the store.
I am outraged at how I was treated. I never received any apology and was made to feel like a criminal and accused of theft at a store I go to on a weekly basis. I know a lot of people in West Seattle and will tell my story to anyone who will listen. This is not how you treat people. I worked in retail and I never once chased someone out of stores and accused them on criminal acts in front of others. PCC should be ashamed of itself.
September 21, 2014 at 2:39 pm #813850
KatherineLParticipantI note this was started by our old friend xxgqzkda.
I also note that I’ve shopped regularly at the West Seattle PCC ever since it opened. I’ve never seen black jacketed “Store Security” patrolling the store.
September 21, 2014 at 2:50 pm #813851
TanDLParticipantKatherineL… Who is “our old friend xxgqzkda” that you refer to? I’m curious about this post.
I’ve also shopped at PCC in WS for a few years and have never seen any security people. I was quite amazed to read about this and immediately had some doubts.
September 21, 2014 at 2:56 pm #813852
pugpersonMemberIf you look at the profile for “Caitlin” it was just created. Guess it was originally posted under xxgqzkda. Why change user names if you have a legitimate beef?
September 21, 2014 at 3:04 pm #813853
MrJTMemberWAY too many holes in this story for it to be true.
September 21, 2014 at 3:37 pm #813854
CaitlinRMemberI have no idea who xxgqzkda is and I created the account just recently because so far I hadn’t been treated poorly by any WS businesses but felt I should report what happened.
I too had never seen black jacketed security guards at PCC until one was chasing me down.
I’m unsure what holes MrJT is referring to, as this all happened to me. If you’d like anything explained further, I’d be happy to go into more detail.
It’s saddens me that my own neighbors don’t believe me. Apparently you guys weren’t one of the many people in the parking lot watching this play out.
September 21, 2014 at 3:56 pm #813855
JoBParticipantCaitlinR
one wonders what the people in the parking lot would say…
in your rant you state that the security guard immediately accused you of stealing the protein powders..
but you don’t say that you immediately told him where he could find them..
perhaps those in the parking lot would comment on your reaction to an inquiry rather than that rude behavior of the “security guard”
…
that aside.. i would like to comment on my pet peeve.
Have you noticed lately that when you enter a dressing room to try on clothing the clerk is likely to tell you to put the clothing back on the hanger if you aren’t going to purchase it?
what has changed that grown ups have to be told to put clothing back on hangers?
or to either return unwanted merchandise to the place where it was found or leave it in a basket next to the front door where it is easier to reshelve….
and incidentally.. easier for any possible security guards to idenitfy?
September 21, 2014 at 4:13 pm #813856
CaitlinRMemberI’ll tell you what I immediately told him: I put them back on the shelf next to the other protein powders.
September 21, 2014 at 4:43 pm #813857
miwsParticipantStarted 10 hours ago by xxgqzkda
I’m not going to step in with an opinion on the Original Post at this time, but wanted to mention that I believe the unusual looking “Started By” “Names” may be a Forum Glitch.
I don’t recall if this knowledge is from a mention by WSB, or if it’s something I’ve speculated over time.
I have noticed these weird “Started By” “Names” associated with longtime Forum Commenters, including a Thread just down the Page a bit.
Mike
September 21, 2014 at 5:10 pm #813858
WSBKeymasterYes, it’s a forum glitch. And has been for months. The “started by” will often reflect the name of a spam account that has posted in the thread (but you don’t see the spam because the filter catches it – while spam does show up here, usually a few a day, there are hundreds of spam posts that you don’t see because the filter does catch them).
As with other glitches in the seven-plus-year-old software (which is about a century in Internet years), there is no easy way to fix it except when we lift the site into an entirely new shell, a precarious and expensive process that is still in the planning stage. – TR
September 21, 2014 at 5:25 pm #813859
anonymeParticipantWhile I’ve never personally had a bad experience at PCC, I don’t see any reason to doubt Caitlin’s story. As far as I know, every grocery store has plain clothes security. Sounds like this one needs more training. If this happened to me, I’d be furious, too.
September 21, 2014 at 5:26 pm #813860
JTBParticipantReturning to the store immediately and speaking to a manager would possibly have led to an immediate resolution and apology compared to phoning it in. This sounds like something that could have been handled better by the employee and by you in the parking lot. Hard to tell what has transpired since you spoke to someone whose name you didn’t get presumably because feeling upset left you unable to be fully attentive to the conversation. Perhaps if you returned the store and spoke with a manager you’ll get a more satisfactory outcome.
September 21, 2014 at 5:36 pm #813861
anonymeParticipantActually, something similar did happen to me at Larry’s Market some years ago. I was with a friend, and we were browsing the shelves – there was such a stunning array of products that we were interested in checking out. A young, plain clothes security guy stalked us for the entire time – it was really obvious, annoying – and insulting. Finally we got fed up and demanded to see the store manager. He wasn’t very helpful, either.
Of course, we were wearing black in a Bellevue store, (which is probably a crime to start with) and they clearly couldn’t tell the difference between Yohji Yamamoto and street Goth.
September 21, 2014 at 5:40 pm #813862
Infrequent CommenterMemberCaitlin,
I’m sorry this happened to you. It sounds terrible! I don’t frequent PCC often because its out of my way, but the few times I’ve been there I have also roamed the store aimlessly looking for something and then left with nothing :)
It sounds like they are trying something new. Maybe the security guard is new and trying to prove himself. That doesn’t excuse the way you were treated, but it might help explain..
Also, I do know that some items are known to be frequently stolen and that plainclothes security are hyper-vigilant when watching. Laundry detergent is one of those items (go figure..). Anyway, maybe protein powder, too?
Still surprising and scary, though.
September 21, 2014 at 6:51 pm #813863
CaitlinRMemberI have an update! I received the following email from West Seattle PCC’s assistant store director:
Dear Caitlin,
Thank you for taking the time to let us know about your recent interaction with our loss prevention officer.
This is definitely not the kind of experience we want any of our customers to have and I was dismayed and shocked to hear this. I counseled the officer in question about his aggressive behavior and will also be in contact with the company we contract with for loss prevention about retraining opportunities to be more in line with our expectations to ensure what you experienced does not repeat itself. This is most definitely not what we expect from these folks in their interactions with our customers.
Again, I am so truly sorry for your experience with our company. I hope you will give us future opportunities to provide the level of service you expect and deserve and have come to rely upon. You are important to us and we want you to feel confident and secure when shopping with us.
I hope you will give us another chance to prove that we are sincere and committed to providing you a great experience each and every time. Towards that end I would like to extend you a gift card in the amount of $– for this trouble and how we can do better in this area. I can either mail you a gift card or have one waiting for you at the store. Please contact me with an option that works best for you.
Also, if I can do anything else to ensure your future satisfaction, please contact me directly at the store or my direct email.
I hope you will give us another chance.
Most sincerely,
Brett
This was a nice surprise and I am really happy with the outcome. I’m glad PCC cared so much.
September 21, 2014 at 6:55 pm #813864
ellenaterMemberI am a frequent shopper there and have been for years. I think this story is plausible because they have tightened up lately. You used to be able to return things pretty easily and now they are tighter about it. I miss the old store, where I was considered a regular. Now, regardless of seeing the same checkers over and over, most of them act like they’ve never seen me before. Also, I have felt like I was being followed several times in there, except by plain clothes people. I do a lot of price checking and will occasionally walk out without buying anything. Still a great store, but this is disappointing. I agree, go to the store management at the time would be better. How humiliating!
September 21, 2014 at 7:01 pm #813865
KatherineLParticipantCaitlin,
I apologize for doubting your account. It was the difference in your name and the odd start line that led me astray. Plus, incomprehension that something like this could happen at “my” PCC. I’m relieved that they’ve responded more in line with what I’d expect from them.
September 21, 2014 at 8:06 pm #813866
ellenaterMemberGreat outcome! That is more in line with the PCC I know and love.
September 21, 2014 at 8:06 pm #813867
SGParticipantI’m glad you got an apology. I’m sorry that people on here assume the worst in people that post something they don’t like. I hardly like to to post due to the constant negativity and over analyzing. Why would you lie about your story? How insulting when you where already so insulted. Sending good vibes your way.
September 21, 2014 at 8:48 pm #813868
JoBParticipantshould this or something similar happen to anyone reading.. i am with JTB.. stay polite and ask to see the manager.
September 21, 2014 at 9:29 pm #813869
kayoParticipantThat sounds like it was extremely humiliating and mortifying. I would’ve also been very angry had I been in your shoes. I am so glad they apologized and are reviewing their policies with the security firm. PCC does a lot of good stuff for our community between donating money to non-profits/schools through their Scrip card program and educating kids through their PCC Kidsmobile (and more). Nice to know they took you seriously and offered a sincere apology.
September 21, 2014 at 11:45 pm #813870
trickycooljParticipantYikes. I hope they retrain that “loss prevention officer” or contract someone else. I am pretty infrequent at stores like PCC, Met, and Whole Foods since they’re all out of the way for me and too high for my budget, but when I do go I enjoy browsing and it wouldn’t be unusual for me to have second thoughts about a product and put it back if the store is too busy or I really know I should wait until my regular store trip. I guess I’ll have to be more careful or I might have some wackadoo security guy chasing me down like we’re at Walgreens on Third and Pike.
September 22, 2014 at 1:13 am #813871
waterworldParticipantJoB and JTB: It’s great that you both would feel comfortable walking immediately back into a business after a loss prevention officer accosted you in the parking lot, accused you repeatedly and falsely of theft, and publicly humiliated you (or tried to). A lot of us would be terrified for a while before we got angry, and our first impulse would be to get away from there. There’s also no way of knowing how the manager will react. Making a phone call is a perfectly appropriate way to get in touch with the management, and it certainly doesn’t make the OP less credible.
I’m surprised that the tenor of the responses here was, first, to assume the OP was lying (until her update about the store’s response validated her initial post), and second to blame her for the guard’s obnoxious behavior. She didn’t steal anything. It’s not her responsibility to prove her innocence to a plainclothes guard who’s screaming at her, or to explain to him where she put something back on a shelf. If he wasn’t watching her closely enough to know whether or not she had purloined protein powder in her purse when she left the store, then he should not have chased her down outside the store.
I’m glad the manager apologized and intends to take this up with the company they contract with.
September 22, 2014 at 2:11 am #813872
singularnameParticipantI miss the true health food stores of the Seventies and Eighties, where the place smelled sort of like fresh sawdust or cardboard, color was only on the vegetables, you had to work a few hours every few months to buy there, the liquids section was a tad sticky, meat was not an option, …
September 22, 2014 at 2:47 am #813873
CaitlinRMemberThanks anonyme, Infrequent Commenter, ellenater, SG, kayo, trickycoolj, and waterworld for the kind words and for believing my (TRUE!) story! I appreciate the good vibes, too, SG :)
I am happy with the outcome and hope that PCC and the “loss prevention officer” learn from the experience and change the ways things are done. It was a frightening, insulting, and humiliating experience and I would hate for it to happen to someone else.
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