Loblaw is stepping up its anti-theft tactics by testing out receipt scanners at select grocery stores in Ontario and some shoppers are not impressed with the new devices.
As part of a pilot project, the giant grocery chain has installed receipt scanners at four stores in southern Ontario in an effort to combat a rise in theft.
“Organized retail crime across the entire industry is a very serious issue, and has only gotten worse. It’s having an impact on prices and safety. To protect customers and colleagues, we’re always looking at different ways to stop this theft. This pilot is a part of these efforts. It’s a small trial in four stores in southern Ontario to determine effectiveness,” Dave Bauer, director of media relations at Loblaw, told Now Toronto in an email statement on Wednesday.
Customers who go through self-checkout must use the device to scan their receipt’s barcode to prove they paid for their items, and then a metal gate will open letting them exit the store.
CBC reported it found the scanners in a Loblaw-owned Zehrs and two Superstore supermarkets in the province.
The new scanners come after the grocery chain received heat for asking customers for proof of payment upon exiting stores last year.
SHOPPERS REACT TO NEW SCANNERS
News of the scanners are being met with mixed reaction online.
A customer at a Zehrs in Woodstock, ON says the receipt scanner is at that location, and that they will no longer be shopping there due to the “terrible experience.”
“Scanner in Woodstock was only active for maybe 48 hours before they shut it down due to complaints. My husband bought nothing and was scolded to scan a receipt he didn’t even have. It was a terrible experience and now I’m buying groceries elsewhere. Good job, Zehrs Woodstock,” X user @philesian wrote on the platform.
Other users on X are calling the grocery chain out for making customers feel like thieves.
Meanwhile, some people say the scanners might be a good idea and that other retailers use similar devices.
Loblaw says it welcomes its customers’ feedback about the pilot program.
“We are working hard to balance a need for enhanced security while at the same time preserving a welcoming and convenient customer experience. We welcome our customers’ input and as always, appreciate their understanding,” Bauer said.
LOBLAW CAN’T FORCIBLY DETAIN WITHOUT PROPER REASON
Toronto business lawyer Jonathan Kleiman says Loblaw has the right to implement reasonable security measures to prevent theft, but these methods cannot infringe upon customers’ rights or violate privacy laws.
“If a customer declines to scan their receipt, Loblaw staff cannot forcibly detain or search the individual without proper justification. Customers who have paid for their items and have not engaged in any suspicious behavior have the right to leave the store without submitting to further screening,” Kleiman told Now Toronto in an email statement on Wednesday.
However, Kleiman says if a customer refuses to comply with the receipt scanning process Loblaw has the right to refuse future service or ban them from the store.
“The store may also have the right to investigate if they have reasonable grounds to suspect theft or other unlawful activity. This assumes this practice doesn’t somehow discriminate against some particular group,” he added.
Loblaw isn’t the only retailer to face issues with theft across the country.
In Dec. 2023, the Retail Council of Canada (RCC) cracked down on retail theft by launching a national theft blitz in order to raise awareness.
“Shoplifting has increased across all categories including food, apparel, and footwear merchandise. Escalating inflation and a growing re-sale market for stolen goods are some of the contributors. But there is also an alarming trend of repeat offenders and people using violence to commit their crimes, along with an increase in organized retail crime groups,” RCC said in a press release.
By signing up, I agree to receive emails from Now Toronto and to the Privacy Policy and Terms & Conditions.
