Retailers have been questioned lately about their shoplifting policy and how employees should handle the situation.
Bath & Body Works goes into some detail but the root of it is that an employee shouldn’t intervene, must report the theft to asset protection the same day, and should only call mall security or police if personal safety or the safety of others is at risk.
Shoplifting Happens
A look at recent news articles shows that Bath & Body Works is the victim of shoplifters. Reports show thefts aren’t small heists with some ranging between $700 to $1,600 from stores.
Some shoplifters make a living off of stealing from various retailers including Bath & Body Works. Police found $6,000 of items including some from the bath boutique in one woman’s home.
Some employees are concerned that the company’s shoplifting policy doesn’t deter crime. They say they understand the policy and agree with the reasoning behind it, yet that the store should have more deterrent action to prevent shoplifting in the first place.
Bath & Body Works Shoplifting Policy
The Bath & Body Works shoplifting policy is divided into two sections. One is more of a pro-active deterrent response listed under “dos” while the second part is what happens if an employee sees or suspects shoplifting, which primarily is listed under “don’ts.”
Deterring Shoplifting
One key component is to greet and acknowledge all customers entering and exiting the store. This lets customers know, as well as potential shoplifters, that you are aware of their actions. Employees are to treat all customers equally, meaning they aren’t to target suspected shoplifters.
Employees are to use headsets to communicate to other employees any customer needs and move throughout the store to serve all customers. This also provides less chance for people to secretly stash merchandise.
They are to get a store official, called an SLT member if they feel a situation is escalating to the point of danger.
Handling Shoplifting Incidents
The policy lists some things the employee must do in the case of shoplifting along with a long list of things they aren’t allowed to do.
Prohibited actions involve approaching, detaining, or following a customer suspected of shoplifting. Employees aren’t to accuse someone of shoplifting, try to detain them, or target profile them based on federal protection characteristics.
They are told not to leave the store to follow a suspected shoplifter or write down a license plate or vehicle description.
They aren’t to take any photos or video of customers, suspected shoplifters, vehicles, or license plates and can’t use code words to describe a customer to an associate.
The part that appears to be confusing to both employees and customers is the instructions about reporting the incident. The Bath and Body Works policy states an employee can’t tell mall security to make an arrest or detain a customer or do a store walk-through related to shoplifting.
They are also instructed not to notify mall security, police, another retailer, or another Bath & Body Work store about suspicious people in the store.
Finally, employees can’t notify the police, provide information or sign a complaint without first going to asset protection.
So, what can employees do? According to the company policy, they are to allow the shoplifter to leave and then report the theft the day to asset protection.
They do that through a computer program called AP Reporting on Ginghem Gateway.
They are also instructed to call mall security, the police, and the EOC in situations where the safety of themselves or others is at risk.
It’s important to note that employees aren’t instructed to avoid calling the police or mall security but are told that they must go through the protocol of first notifying an SLT member, then asset protection before doing so.
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The Reasoning Behind the Policy
While Bath & Body Works officials haven’t publicly discussed its reasons for the policy but those familiar with retailer’s store policies state they revolve around safety and liability.
Trying to stop a shoplifter or even video recording them could end in legal action against the company by the shoplifter or others injured in the event.
Some hypothetical scenarios that demonstrate the reasoning include one of a shoplifter running from a clerk outside the store and knocking over a woman, injuring her. It could be that the shoplifter runs into the street in the chase and gets hit by a car. Both of these cases could end with a lawsuit against Bath & Body Works as well as the clerk.
A likely scenario could be that a shoplifter turns around and shoots the clerk chasing them or trying to get a video of the car or tag. In some places, videoing anyone’s car or tag is illegal and could set up the company for a lawsuit.
Clerks are to use good judgment and notice when a shoplifting situation starts to turn dangerous. They are to notify an SLT member if they feel an incident is escalating so there is a protocol for situations that are posing a physical threat.
Retailers today are taking the view that it’s safer, and sometimes cheaper, to report the financial loss of items than to risk someone being injured trying to stop a shoplifter.
However, the company does work with police to arrest and catch criminals participating in this type of crime.
Things Get Done
Bath & Body Works does proceed with all legal actions in pursuing shoplifters. Those in asset protection take the reports, look at the video from store cameras and turn over the report and evidence to the police.
In many cases, these are repeat shoplifters with some being involved in an organized theft ring. Police take the reports from Bath & Body Works and similar retailers and build a case.
Some of the cases are part of a larger theft effort, including stolen Bath & Body Works items from cargo containers. Many times, the shoplifters are arrested.
Two women in Houston were charged with felony theft in May 2023 while another woman in Michigan was caught with $1,600 of Bath & Body Works candles in April.
Police in North Carolina are looking for four women after they allegedly stole candles and body washes in January.
In that incident, a clerk grabbed one of the bags with the merchandise in an attempt to stop the women as they tried to leave the store without paying for the items. The store clerk was struck by the suspected shoplifter.
Store Safety Measures in Place
While many claims on social media that Bath & Body Works lacks cameras, the job search company Indeed states there are cameras throughout the store. Another precaution is to check bags at the end of a shift.
A blog by a self-proclaimed shoplifter states that Bath & Body Works cameras aren’t actively monitored at all stores and that most employees are at the counters while a greeter is at the door.
Safety First
The policy was put in place to keep employees, customers, onlookers, and even the shoplifter safe. These situations can escalate and that can lead to injuries or even death, depending on the situation.
The Bath & Body Works shoplifting policy doesn’t instruct employees to do anything. They are mandated to report all thefts to asset protection, who then will gather the evidence and turn it over to the proper authorities.
Mall security and police can then proceed with their own investigations that could result in arrests.
Reference Sources
https://investors.bbwinc.com/static-files/b720103f-3051-463b-b9f2-780323778d9e