Mijn Klacht:

On Friday the 27th of November 2015 around 13h30, I was doing my daily shopping at the Albert Hein branch in Hof van Spaland in Schiedam, as I have been doing nearly every day for the past ten years.

After checking out and paying for my purchases of that day, I was approached by the manager of your store, who told me the following:
“I do not want you to see you in my store again, give your ID card”
“I saw you putting something in your bag”.

I challenged him to look in my bag and show me the items I did not pay for. Unfortunately, he declined and kept on threatening of calling the Police if I do not hand him my ID card.

Of course, I was very astonished about this request and proceeded by asking him the reason for his request, to which he responded by accusing me of stealing items from the shop. I confronted him by challenging his false accusation, awkwardly, my request fell on deaf ears.

This manager, with the help of other employees of the store, proceeded in blocking my access to the exit of the store. By conscious of not wanting to make a big scandal in the middle of the store, I followed this manager to his office, where he, once more, asked for my ID card and threatened to call the Police if I do not give it to him.

My answer was very clear, I refuse to give my ID Card to anyone and please go ahead and call the Police as I do not have anything to worry about, all the shopping I have in my bag have been paid for and therefore, belong to me.

I, strongly, expressed the desire to leave the manager’s office as he does not have any proof that any of the items in my bag and/or my person have been stolen. This manager, once more, blocked my exit, with the help of other employees and started pushing me around which resulted in a bruised finger on my right hand.

When the Police arrived, I gave them my ID card and once more expressed my point of view and my strong response in which I confronted the manager, to prove that I stole any items, on the contrary this manager confirmed to the Police that all the items have been paid for and that there was no stealing and/or any inappropriate, behavior on my part, except that I was very agitated, a very understandable behavior and reaction to a false accusation and an unlawful detention from this manager. (According to one policeman)

This manager, could not, even, show the Police any video footage that I stole any items from the store or prove that any item in my possession or in my bag was NOT already paid for.

One policeman, looked at the manager with astonishment, and asked him the reason of his call to the Police when nothing has been stolen.
 
After few minutes later, this manager came up with a letter and asked me to sign it, to which, I categorically refused, even the Police confirmed that was my right to refuse as no official complaint was made and proceeded to give me back my ID card, and invited me to leave the premises with all my belongings.

On my way out, I was approached by another employee of this AH store, who informed me that this manager, just started his job this Hof van Spaland – Schiedam store, and that he has been looking all day for a scape goat, unfortunately I was the one.

I have been shopping at this AH Hof van Spaland – Schiedam store, for the last ten years, I am very well known by your staff, I have NEVER had any problems either with the staff or with any of my fellow shoppers, your staff, can confirm that, I am helpful, polite and considerate towards other shoppers especially the elderly, I lend a helping hand to your staff, especially when your store is crowded and all the cashiers are busy, I, even, exchange anecdotes with most of them.

I find the conduct and behavior of the manager of this AH Hof van Spaland – Schiedam store, extremely exaggerated and completely impolite not to mention unprofessional.

I am outraged, insulted and hurt by the false accusations of the manager of this AH Hof van Spaland – Schiedam store.

I demand an official and public apology from the manager of this AH Hof van Spaland – Schiedam store, as well as appropriate disciplinary sanctions against this manager and an unlimited access to this AH Hof van Spaland – Schiedam, of course, during opening hours, and appropriate and equally suitable compensation from Albert Hein, for the unprofessional behavior of its employees.

Gewenste Oplossing:

I demand an official and public apology from the manager of this AH Hof van Spaland – Schiedam store, as well as appropriate disciplinary sanctions against this manager and an unlimited access to this AH Hof van Spaland – Schiedam, of course, during opening hours, and appropriate and equally suitable compensation from Albert Hein, for the unprofessional behavior of its employees.