Rudeness in the store Prism Lappeenranta
Review of the Prism store in Lappeenranta, Puhakankatu 9-11, positioning itself as a hypermarket for the whole family. The essence of what happened: on March 18, my wife and two children (5 and 3 years old) and I made purchases in this store, since we arrived from St. Petersburg and the range of goods is larger and more diverse than the Russian analogues of this network, we stayed there for more than 4 hours right up to closing. And having paid for all the purchases at the checkout, having packed the packages in tax-free packages, we headed out, but a group of security guards (four men and one woman) blocked the road for us, and stopped the grocery cart with his foot !! ! one of them, when asked what was the matter, answered (hissed) in broken Russian that we had big problems ...and demanded to follow them surrounded by this group, they brought us with small children to a room (1.5x1.5 sq. .
) without windows with a video camera on the ceiling, with a low bench (where we were all seated) and a table at which the very one who stopped us sat down, they showed us a diaper in a bag, they brought a nibbled cake and brought children's sneakers, demanded in a rude form from his wife a bag for inspection, to legitimate indignation, what all this means, they said that you are not in Russia and that now they will call the police, all the time repeating that we have big problems. Not finding anything in the bag, they began to accuse us of stealing in the bread department (there are such transparent cabinets where buns are sold by weight) nearby on the table, openly!! ! (without a price) there was a basket with a cupcake cut into slices, there were a few pieces left (5-6 pcs. ) The children and I took a piece to try and immediately took it out of the locker into bags and weighed the same whole ones. We were absolutely sure that this was for testing, since we had never seen a cupcake cut into slices for sale anywhere!!!
They began to explain to us that this was not for testing, it was for sale and that it was considered a serious crime in Finland, to my request to go to the place of the "crime" in the trading floor and show the absence of a price tag, they refused, referring to the fact that the trading floor was already closed.
The guard spoke Russian and English very poorly, wrote down everything in the protocol and spoke to us mixed in Finnish and English, hissed at us all the time (my wife was crying and I naturally tried to say something in our defense) and talked about the police and what do you need here not Russia, we asked to call us a Russian speaker for mutual understanding, a girl came with information, once again they showed us children's sneakers, which we measured and walked in them in the shoe department, the rest of the cake, which we took from lunch at the hotel, they sold the same only a larger size and a diaper that my wife changed right in the store and put it on the floor due to the fact that the nearest trash cans are behind the cash registers outside and she decided to pick it up and throw it out later, but she just didn’t have time because the supermarket was announced to be closed and we hurried to the checkout.
Since this trial took place in a very aggressive form, lasted more than two hours and all this was seen by small children who already had to sleep and eat, we offered to pay a fine and let us go, we were categorically refused and ordered to sit, keep quiet and wait for the police, when trying to get out of the enclosed space, two people blocked my exit and began to threaten me with a gas canister (in a tiny room with no windows!! ! with children!!! ).
The police officers who arrived calmly listened to the guard and us, but refused to watch with us the scene of the "crime" and the recording from the surveillance cameras, they told the guard something, he crumpled and threw the protocol into the bucket, and the policeman calmly explained to us that he could cancel our visas right now , but offered to pay a fine in the store and according to the protocol, in total we were charged: in the store - for the left diaper - 20 euros, for trying on and not buying two pairs of sneakers - 40 euros and for tried muffins - 5 euros, total - 65 euros , in the police car they issued a fine for another 72 euros.
The next day I paid the police fine in the bank with a commission of 78 euros, returned the sneakers to the store!! ! without a single question, they returned the money, wrote a complaint to the name of the director (which, as they explained to me, will be in a week)
P. S. This evening we made purchases worth about 600 euros. The toilet is paid by token at the other end of the supermarket in the Hesburger restaurant.
In addition to children, I also measured and did not buy several pairs of sneakers. As we were told, we were followed for four hours. When I wrote a complaint, the same security guard (in civilian clothes) approached me, I explained to him that I was writing a complaint against him, in excess of official authority, lack of respect for customers, inability to professionally perform their duties - to distinguish respectable buyers from criminals and thieves. In the store, accepting the complaint, they promised to translate it into Finnish and hand it over personally to the director, I'm going to appeal the police decision to impose a fine and file a statement with the prosecutor's office - abuse of authority by the store's security and boorish behavior.
I would like to hear a comment on the situation from the management of the Prism chain of stores.
