Thieving staff is all-round unpleasant. Alan and Heather Dunn, who run Open All Hours in the Cumbrian town of Keswick, faced this nasty situation last autumn. Alan says: “In September last year we had a member of staff stealing Scratchcards (a lot). We had him arrested.
“Unsure of what to do with Camelot, we contacted their customer helpline and were told to empty the stand of all Scratchcards and replenish it with new batches.
The Scratchcards we took out had been activated therefore we had paid Camelot for them. They sat in my cupboard waiting to be told what to do with them, which they never did.
“Forward to January this year and finally got my Camelot rep to call and we did a detailed return of all the individual games and they were returned to Camelot.”
Then he adds that 10 calls and emails to his rep and three calls to Camelot’s credit controller got him nowhere near seeing a credit. And he ends: “Incidentally it must be a Camelot policy NEVER to return calls to customers.”
Ouch and ouch.
I got in touch with Camelot. A spokeswoman replied: “It seems there was some misunderstanding in terms of the advice Mr Dunn was given immediately following his reporting of the theft to us.
“Mr Dunn should have been told to remove only the packs of Scratchcards from sale that had been affected/marked as stolen. This is because, in cases of theft, it is the responsibility of the retailer to make a claim for compensation through the courts. They may also be able to make a claim for any losses through their business insurance. In this case, the outcome was a formal police caution and so there was no trial - leaving only the insurance option open to Mr Dunn.
“However, as it appears that Mr Dunn was advised to remove all Scratchcards from sale and subsequently returned unaffected ones to us, we will be crediting his account to the value of £523.
“We’re also sorry to hear of Mr Dunn’s dissatisfaction with the customer service he received and have passed on his comments to the relevant team.”
A Result and a Result.