Popular U.K. retailer Marks & Spencer (also referred to as M&S) has been dealing with a drastic increase in shoplifting. As a result, they’ve devised a multi-pronged approach to deter thieves, catch those who steal, and help the store recoup its losses.
Marks & Spencer’s shoplifting policies include a mix of preventative measures, such as staff training, security personnel, surveillance technology, and even limits on high-value items.
This article paints a general picture of the measures Marks & Spencer employs against shoplifting using anecdotal evidence.
This does not represent the store’s formal policy, which is not available online. This information does not constitute legal advice. Consult a lawyer if you are accused of shoplifting.
Preventative Measures and Staff Training
Marks & Spencer invests in training its employees how to spot potential shoplifters to prevent retail theft.
For starters, the staff is instructed to watch customers, especially those who display signs of associated with shoplifting, such as appearing nervous or spending an excessive amount of time in one area of the store.
Employees are also encouraged to monitor customers who are carrying large bags or wearing clothing that can be used to hide stolen goods.
By training staff to recognize potential shoplifters, the company aims to diffuse suspicious situations before they become crimes.
One way they do this is by encouraging employees to approach customers exhibiting suspicious behavior and offer assistance, which stops potential shoplifters in their tracks.
The Use of Surveillance and Security Personnel
Marks & Spencer also employs professional security personnel in their stores to discourage shoplifting and to intervene when necessary so it’s not entirely up to customer service staff.
These officers are typically in plain clothes so they blend in with customers and can observe any suspicious activities.
While security guards are not authorized to use violence, a tragic incident in 2020 resulted in the death of a homeless man who was fatally punched in the head by a security guard while attempting to steal meat.
The prosecutor revealed to the jury that M&S security guards are only allowed to detain an accused thief under citizen’s arrest and use force as self-defense.
The company also uses surveillance technology like CCTV cameras. These tools provide real-time monitoring of the store floor to help identify potential shoplifters.
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Limits on High-Value Items
According to the British Retail Consortium’s annual Crime Survey, there were eight million shoplifting incidents in 2021-2022, which cost retailers almost £1 billion. And in the first half of 2022, the U.K. saw an 18% increase in retail theft.
Marks & Spencer was not spared. After seeing a large uptick in the theft of high-value items, such as steaks, from their Food Halls, the company instituted a controversial policy that limited the number of these items on their shelves at any given time. In some locations, there may only be one prime cut of beef on the shelf.
The store faced backlash and reputational damage as a result of this policy. Customers who were shopping for parties or large families complained about the inconvenience.
Others claimed that the policy treated all customers as potential thieves, causing M&S to reverse course in favor of leaving it up to individual stores to balance their stocking and theft-prevention needs.
What Happens to Shoplifters at Marks & Spencer?
In cases when someone is caught shoplifting, Marks & Spencer operates under a civil recovery scheme. This means that the company may seek to recover the value of the goods stolen, and additional security and legal fees.
It’s unclear to what extent the store can force a customer to pay for an item without getting the police involved.
Looking at online chats from legal forums reveals first-hand accounts from people caught shoplifting from Marks & Spencer.
This provides some insight into store policies. However, it’s important to note that individual stores may handle suspected theft incidents differently.
What Happens to First-time Shoplifters?
A first-time offender was detained by a plainclothes security guard and made to sign a form stating they would not return to M&S.
They were also informed they would be contacted for the collection of fees. Despite the security guard claiming to have called the police, no police arrived, and the individual was released without paying for the items they attempted to steal.
Will Marks & Spencer Call the Police on Shoplifters?
Multiple news stories indicate that M&S calls the police if shoplifters leave the store with items. In one instance, the police contacted an individual after they were caught shoplifting at M&S, indicating that police involvement can occur even if they were not called to the scene of the alleged crime.
Speaking to a lawyer is the best course of action for anyone unsure of their rights.
Does Marks & Spencer Make Shoplifters Pay for Stolen Goods?
When a shoplifter got caught stealing goods worth £113.00. They were asked if they wanted to pay for the goods, which they did.
Despite this, they were banned from all M&S stores for life, and the security took a picture of them and their driver’s license.
The individual paid for the stolen goods, yet they were still banned, demonstrating the strict approach M&S can take in some situations.
Do People Go to Jail If They Shoplift from Marks & Spencer?
In 2021, Samantha O’Grady stole £135-worth of jeans and meat from a M&S and was sentenced to 16 weeks in jail for the crime.
However, she was already out on bail from a previous shoplifting incident, so it’s likely her criminal record played a significant role in her punishment.
Can Shoplifters Be Banned from the Store?
Several news stories indicate the M&S has and will continue to ban some shoplifters from their stores for life.
Many of these cases involve serious crimes, such as multiple shoplifting attempts or the theft of goods worth large amounts of money. However, some message board stories indicate that M&S stores have also told first-time offenders never to return.
What Happens to People to Mistakenly Shoplift?
Lastly, a single mom with four children was accused of shoplifting at M&S when items were found at the bottom of her child’s stroller, under the children’s coats.
Despite offering to pay for the items, the security guard did not allow it and gave her a Retail Loss Prevention (RPL) letter.
These experiences show the varying nature of the responses and potential consequences of shoplifting at M&S.
Responses can range from being banned from stores, to police involvement, to civil recovery claims, which can occur even if the person pays for the stolen goods or claims it was a mistake.
Reviewing and Revising Shoplifting Policies
The rise in shoplifting incidents comes amidst a cost-of-living crisis, with food inflation reaching a 45-year high, according to the U.K.’s Office for National Statistics (ONS). Economic conditions directly influence crime rates, with more individuals potentially resorting to shoplifting when under financial stress.
Marks and Spencer continually reviews and revises their shoplifting policies to respond to changing trends in theft and retail crime.
For instance, the limit on steak purchases was a reactive policy designed to curb theft of these high-value items. However, after listening to customer feedback, the company made the decision to reverse this policy.
Summary
Marks & Spencer’s approach to shoplifting blends prevention, detection, and recovery. While shoplifting can have serious consequences, from prosecution to store bans to civil recovery claims, the company’s primary aim is to deter theft.
The retailer has also shown a willingness to revise some of their anti-theft policies based on customer feedback.
Reference Sources
https://www.igd.com/articles/article-viewer/t/food-inflation-reaches-45-year-high/i/30739