Complaint Review: Stein Mart - Houston Texas

I currently am an employee at a Stein Mart store where I have worked for 3 years. This store is located in a very affluent low crime community in Florida and has a high sales volume. My personal observations and opinions are these: 1) Stein Mart's managers are generally undereducated and poorly trained in the aspects of their jobs that require effective human interaction such as supervisory responsibilities, communication with employees and customers, problem solving situations, and leadership skills. Therefore, most of them struggle when any situation calls for these skills. 2) Much of Stein Mart's loss prevention efforts focus on employees and not customers. Every employee is looked at as a thief waiting for the right opportunity to present her/himself. This attitude manifests itself by the proliferation of surveilance cameras in employee work areas: checking, double checking and triple checking of employee work; paranoia regarding access to company computers that often hinder employee's ability to work productively, and other items such as more restictions on employees than on customers, for holds on merchandise to be purchased by employees and returns allowed by employees. This attitude permeates management's interaction with employees through suspicious and accusatory behavior, and condescending approach to employees. Loss prevention attempts to curtail shoplifting by customers are often ignored by management. When customers set off alarm systems when leaving the store, they are often ignored. Only a manager's word is taken when witnessing a customer attempting to shoplift - employee witnessing in itself is irrelavent. LP personnel have told me of their frustrations and how their efforts have been fettered by Stein Mart "policy". This whole matter of how customers and employees are treated is caused by management's fear of lawsuits by customers, and the belief that employees are waiting for the opportunity to steal. It is an insult to everyone.

I have been involved with the Loss Prevention business for several years and several different retailers. I would like to say that the majority of companies do conduct extensive background checks and do not hire ex-cons. Also, most LP managers do not hire ex cops or active cops because they have a different agenda than the company. If they suspect a crime they will act on it, which is not in the best interest of the company usually. Because in order for the company to detain someone for a crime they must have solid proof. I've personally been involved in extensive training involving all aspects of Loss Prevention practices and it is possible that there are well qualified LP professionals. We do not make minimum wage and are not "security guards" I hate those stereotypes. The majority of LP do not carry weapons, sprays or anything like that. We investigate losses and try to resolve them as quickly as possible to add to the bottom line. This does include theft of customers and employees. We are trained to key in on customer "alert signals" that would indicate a potential theft situation. This does not include racial profiling. However, in my career I've got over 150+ shoplifters and I feel I have a good eye for customers that intend to steal. What you also must understand is that at Stein Mart, managers and most department leads are trained, and not extensively as LP, to provide customer service to deter theft. You may have been targeted by someone that was not necessarily in LP. His mistake was that he should not have said anything to you in the first place. It is rule #1 that you do not accuse anyone of theft, rather be in the area to provide customer service and be visible. This usually deters the dishonest customers and provides a positive experience for the honest customer by offering service. As being in LP, I have been targeted before in other retailers because I like to look around and see where their cameras are and their LP measures they are taking. This displays an "alert signal" by me looking around. I would expect to be watched and it doesn't bother me because I know how I am behaving. If you were targeted, maybe you were portraying one of these "alert signals" and you were not aware of it or even know what we look for. It could be as simple as, you may have cleaned out your purse that morning and when you went shopping it looks empty. Women with visibly large and empty purses can be an alert signal. Now, I'm sure there are some over-achievers out there and should not be in the position, but you can say the same about a lot of jobs. I've met some very rude and pushy cops also. I've seen cops breaking common traffic laws, when I report them I get the run around and eventually told that they are doing their job and I don't know what I'm talking about. I have to leave it at that because I can't expect all cops to be perfect. It would be nice but not realistic. Same goes for retail loss prevention, as managers we do everything in our power to hire and train but a few will slip through. Also, as stated before, LP is a different entity than the store, so the store manager would not have been able to terminate him at that time or punish him. I am disappointed, however, that the VP of loss prevention for Stein Mart did not try to resolve the situation and was short. I do agree, this is a problem when upper management does not show compassion for customer's issues. I feel that the store manager offering you a discount was to rectify the situation and that was in their power to do at that time. I would have been appreciative of this and taken it. A slap in the face would have been if the manager didn't offer you anything and told you to leave the store. I've been accused of lawsuits over and over and nobody ever as pursued it. In retail people tend to believe that they can walk over you. Customers yelling and screaming because they lost their receipt or did not get their return how they wanted it. We are human as well and do not appreciate being put in a situation and being called names or accused of being raciest or whatever. Most people do not see and understand the day to day things LP do. I've been spit on, have things thrown at me, cussed and screamed at, punched, kicked, bitten had a knife pulled on me... All with no protection that police have. All I can say is do not lump us all into a pile and start beating us up, this is not the norm for all LP. I'm sorry you had a bad experience, however, do what I do, stop shopping there! That is the best retaliation you can have, you know that you are not spending money there.

I was employed by SteinMart in a managerial capacity some years ago and I will agree with you that there are some serious flaws on the executive level and the loss prevention employee lacked tact and/or class. Remember, however, that loss prevention employees are hired and trained to uphold security in the stores and not to deliver customer service to you. Some tips for future shopping trips anywhere: Don't be suprised if you are suspected while you are rummaging around in your purse or bag as you leave a store without purchases. It will never serve you to become defensive or hotheaded. Don't offer to let anyone search your purse or bag. Calmly record all names and titles of those employees who have "wronged" you and then file a WRITTEN complaint to corporate office. NEVER accuse someone of racism just because they were of another race than you and happened to embarrass you. This shows zero character.

I'm a new employee of Stein Mart and I myself have been offended by Stein Mart. I'm a well dressed for work white girl that trys to do the best I can at my job even though I am just part time. I've been there only a short time, but I was stopped on my way out of work, not only for a routine purse check, but they also expected me to empty my purse, then (worst of all) they looked DISAPPOINTED that no store merchandise was in my bag. Clearly the woman doing the inspection fully expected to find store merchandise in my bag and was clearly surprised (and SAD!!!!) when she found nothing. So I know exactly how offended and hurt you feel. I just wanted to reassure you that they even treat the white employees the very same way and I even dress very well for work, always. I hope you do not waste time and money in the courts, I don't think their treatment of customers AND employees will change no matter what you do. Best thing you can do is to take your shopping dollars elsewhere. Even though I have a 25% discount in the Stein Mart where I work, I no longer buy anything from them. I think to speak with your wallet, and your feet, by shopping elsewhere is the best thing you can do. By the way there is a criminal background check of all new hires for an 8 year period of time. I truly think Stein Mart OVER ENFORCES the belief in all staff that 99% of all customers are shoplifters. They actually train us that customers that prefer no assistence when you ask them should be watched. Personally when I shop, I tell sales people to go away because they bug me and try to push me to buy stuff I don't want. So, my normal behavior of wishing not to be disturbed while shopping by pushy sales staff would be an automatic red flag to be watched. I think this is over zealous sales staff training for shop lifting. Since this is their staff training and has been for a long time, I doubt there is much you can do about it. Again I'm sorry for what you experienced, I know how you feel.

First I would like to say sorry about your father!! Second of all I would like to say SteinMart just plain is the worst place!! I quit after a month.. Managers changed constantly!! LP's are very bossy and think they are heros!! What you should have done is just walk out!! Ignore the baboon who tried to stop you!! If he then touched you and stopped you using force, you could sue crazy!! I have seen it first hand how they treat customers !! it is not nice! LP's think they own stein mart!! Steinmart does not even check their employees for background checks. They hire criminals, they hire young kids who do not care about their lives, etc... the first rebuttal told you that opening your purse and asked if he wanted to check was rude.. Well how in the world is someone suppose to feel when you are being antagonized by a LP? It is unfair treatment no matter who you are! You telling them that you are going to contact your attorney got them scared believe it or not! My two friends are lawyers, and if you need someone to contact, I can give you information! Do not get taken advantage of, but as far as needing a lawyer in this case it might be dead! I feel your agony!! Believe me SteinMart has lost alot of business b/c of theft. We had one black lady who brought her own little gun to take the security tags off! The same lady took tags off another item and put it on a more expensive item.. LOL it was funny I hate steinmart.. Noneducated managers usually runs a company downhill

Sue because you were embarrassed? Huh? The security person was rude by any stretch of the imagination. But, it seems you did escalate the situation. If the nasty guy would not help you, you should have gone to the customer service area - I'm sure they could have found the manager. Since you were going to complain about this guy why shouldn't he be there when you talk to the manager? This situation sounds like it was very poorly handled by both sides BUT the manager was going to give you 50% off anything you wanted in the store to placate you and you call that a slap in the face. And what do you want to do? Sue because there was a scene and you became embarassed. They did not detain you. You offered to show your purse. They were rude. You finally did talk to the manager. Maybe loud words were exchanged. You were embarrassed. The manager offered 50% off any item in the store. Doesn't sound like too strong a court case.

It makes me sad when people have a bad experience at our store. What makes it worse is when the wrong people are put to blame. Yes, I agree that security person was rude. However, security people are not in the business of being polite. They are not trained in customer service, like the manager or the associates. It sounds like the manager was at least attempting to compensate you for your bad experience. I know it felt like you were being bought, but honestly, the manager isn't going to fire or reprimand that man right there. They dont have that power, the LP people are completely separate. The store managers dont have control over the security people, and that is for good internal control reasons. I dont know if you were profiled or discriminated against. But I do know that the security people are the ones to be held accountable. And for the record, you shouldn't name names when you make a complaint over the internet so publicly. Customer advocacy is about holding the company responsible, not smearing individuals. That can be grounds for a lawsuit from them. I have worked for this company for a year now, and I know that above all else they pride themselves on customer service. I have known them to buy flowers and give gift certificates (not just discounts) for customers that felt that they were mistreated. One more thing, when you ask how a black man could help you with ladies clothing I can't help but wonder about your allegations of discrimination. I know it's not as common, but men can work in women's clothing and be quite good at it. The fact that he was black should not have anything to do with whether or not he could help you with clothing. I think before you make such a heavy accusation of racism, you should verify that other people were indeed profiled in that manner. Again, I'm sorry for your experience and I hope that particular person who caused you grief is punished if guilty.

this should be unacceptable. However, i truly believe things happen for a reason and unfortunately it happened to you. but there is a positive side to this, if you pursue your complaint legally. you may the very person who could pave the way for changes in the training and management procedures for this store. it takes people with your personality to facilitate change but we must proceed in the right way; that is, take a moment to get rid of the angry, calm yourself and proceed your request for change. it is not about compensation, 50% discount and so forth. it is about customer service, principle,dignity, integrity and human rights. we can no longer be bribed or silenced. most changes come about when the system is challenged. we can not accept such responses as the one that was given to you by the "Fraud Chick". maybe 50% was good enough for this person and some people can be silenced with a 10% discount because this is how we value life, ourselves and "stuff". people with this type personality(fruad chick) are just beneficiaries of life. they contribute nothing to change or society. they enjoy those things that others have fought and died for. think of those people in history who have fought and died so that we can enter in the front door of stein mart. finally, be about change in a positive, professional, non-threatening manner. speak softly but with firm conviction. forgive those like "Fraud Chick", who basically just exist and reap the benefits. moreover, remember that change comes about with time. the goal of large companies is to give you the run-around in hopes that you will get fatigued and forget about it. most people do just that, give up because it consumes too much of there time. be patient, watch your approach when verbalizing complaints and pursue your interest. be weary of advice from anyone who labels themself as "fraud chick".

Stein Mart Rude & Unprofessional, racist unfair customer treatment employees *REBUTTAL (#7130)

They filed the following rebuttal to the above Rebuttal filed against my Rip-Off Report:

Their email: [email protected]
Their name: rncasemanager98

Their relationship to the company: Origional Complaintant

Rebuttal:
Let me clarify a few issues:

1. This is not about what I want to hear-it is about unfair treatment! I entered Stein Mart with one agenda to buy a funeral dress nothing more.

2. All businesses train employees to hover near customers-well it is odd that the times I require assistance in a store I have to search for a clerk. The Stein Mart incident is the first and only time such a violation has occurred. I have lived in various parts of the USA and this has not ever occurred before.

3. How is a short black man going to assist, a 43 yr old 6'0 woman in finding a dress? A female employee assigned to the ladies department could have been of welcomed assistance.

4. And I do disagree the manner in which I was dressed does have allot to do with this. I have returned to Stein Mart (another store) following a work day dressed in business attire and not given a second look and also was not approached by any employees. I picked up merchandise from different departments and carried it around the store.

4. My behavior escalated the situation? When I ask to speak with the manager and Mr. Isugizo did not assist me, and does not even respond to my request. What ever happened to customer service? I am a Medical professional, employed in the claims industry and if client asks to speak with my supervisor I graciously supply the name and phone number.

5. I offered to allow the security officer and manager to go thru my purse to prove my issue.......I DID NOT TAKE ANY MERCHANDISE. If they were so hell bent on remaining with me then by my all means then go thru my purse.

6. The offer of the 50% discount was a slap in the face. Not an offer to diffuse the situation, more like shut me up and make me go away. So Stein Mart can continue to treat others this way..

7. Threaten with a lawsuit, yes I did. The absurdity of this entire situation, was again unnecessary unprofessional and humiliating. If I behaved in such a manner, I would face professional reprimand.

8. Draw the line in the sand-it was drawn by Stein Mart by allowing this type of unprofessional and unjust customer treatment to occur.

9. Using names I was under the impression ripoffreport.com is to inform others and prevent this type of unfair treatment to continue. How else will the public be informed if names are not used. Isn't this what consumer advocacy is about?

10. I should drop this issue. Ok then the next person who goes into the Meyer land stein mart store with the agenda of buying merchandise and is unfairly harassed and embarrassed should just go away quietly?? I do not understand how dropping this issue will solve anything.

11. Cause more grief to myself, not hardly Stein mart has already has.

12. Detain myself and allow this incident to go unreported. I was brought up with dignity and principals and the belief to treat others fairly.

13. And yes I have contact some television reporters/consumer advocate groups in the local Houston area.

::::::::::::::::::
EDitor's Comments to both the above REBUTTALS

I have to side with the victim of Stein Mart. All too often across the country these big department stores hire inexpensive and either untrained or poorly-trained security guards, who often have criminal records, which include charges ranging from fraud, rape, assaults, theft and much more. The department stores standards are much lower than the Airports security around the country, for instance, we all know now that has been a sham for a long long time, which contributed to the tragic events of September 1, 2001.

These security guards, (not all of them, but many of them), are out of control and want-to-be cops. The company that hires them seek minimum wage employees with little or no training because it increases their profit margin. Many of them are even ex-cops, who have been fired for misbehavior, most commonly for being over-zealous. These big department stores are cutting corners supposedly to give consumers better prices, but more likely, to give themselves a better bottom line.

Nationwide, there are reports of brutality by these type of security guards working at a majority of the big department stores. Consequently, there are many lawsuits as a result.

Clearly, I see that the victim is due some sort of compensation, at minimum $2,500 to $5,000. By the victim presuming this, she is doing Stein Mart a favor. This security guard seems like a potential "Big Lawsuit," waiting to happen. Stein Mart, and other chain stores like them, need to start paying the security guards more money and have more stringent hiring standards for them.

NOTICE TO VICTIMS of parking lot assaults, thefts of your car or robbery. ...YOU MAY BE DUE COMPENSATION TOO!

Consumers are also being victimized by being ripped off in the parking lots of many of these big department stores across the country. Little or no security there! ..Why is that? Every time a customer gets their car broken into or stolen in the parking lot of one of these big stores, the store manager knows about it, and does little or nothing.

These department store have a responsibility to you as an invitee to the premises, you are being welcomed on to the business property, you expect that the premises would be safe for you and your family. If and when you become a victim like this, file a Rip-off Report and call the local police department to see if there have been many thefts at that location. If so, you should be able to collect compensation from the property or business owner for not properly securing your safety as an invitee to the premises. What your own insurance will not cover the business property should compensate, and a lot more! If you have no theft insurance on your car, they should cover it all. I personally have mediated such claims successfully against K-Mart and other property management companies. Look for my soon-to-be released Do-it-yourself guide, which provides a step-by-step procedure on how you can negotiate your own settlement also.

[email protected]

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They filed the following rebuttal to the above Rip-Off Report:

Their email: [email protected]
Their name: The Fraud Chick

Their relationship to the company: Consumer Suggestion

Rebuttal:

I hardly know where to begin. First of all let me express my sympathy for your father. That's a very unhappy situation.

Now let me address the Stein Mart situation. You're angry because an employee of Stein Mart didn't use much class in telling you why he preferred to stick around. Let me tell you a fact: all businesses train employees to hover near customers in case they need assistance and as a theft deterrence. You skin color and the way you dress had nothing to do with it. That employee probably needs retraining in customer etiquette.

But really, you must realize that your behavior escalated the situation. Why did you offer to let him search your purse? That was rude as well. Why did it matter that he hovered when you spoke with manager? There wasn 't anything you were going to tell the manager he didn't know. Were you going to ask the manager to fire him for poor tact?

The manager offered you the 50% discount to diffuse the situation that you had inflamed. It wasn't offered as a reward for your good behavior. You should have graciously accepted the discount and left. But instead you threaten everyone with a lawsuit.

Well now you've drawn the line in the sand--so file your lawsuit. I don't know what happened that would be actionable. You were not detained by the store rather you detained yourself. You created the scene where you say
you were embarrassed. But take care. Even though the clerk was an A-1 tactless baboon it doesn't mean he deserves all that you are doing. The general public, or reasonable man, may translate your behavior as harassment and that's actionable.

In my humble opinion you should drop it. Let it go. You had your best chance the day you were in the store. What you want now is revenge, OK, so go get it. Write a page to the editor of your local newspaper. Don't name names as you did in your complaint to The Rip Off Report. If that's not enough then you could seek the advice of an attorney. Anyone can sue
for anything. If the attorney asks for a retainer then walk away, the case is not good.

I know this is not what you want to hear. But I really think you could cause more grief to yourself on the current path.

Good Luck
The Fraud Chick

They filed the following rebuttal to the above Rip-Off Report:

Their email: [email protected]
Their name: The Fraud Chick

Their relationship to the company: Consumer Suggestion

Rebuttal:

I hardly know where to begin. First of all let me express my sympathy for your father. That's a very unhappy situation.

Now let me address the Stein Mart situation. You're angry because an employee of Stein Mart didn't use much class in telling you why he preferred to stick around. Let me tell you a fact: all businesses train employees to hover near customers in case they need assistance and as a theft deterrence. You skin color and the way you dress had nothing to do with it. That employee probably needs retraining in customer etiquette.

But really, you must realize that your behavior escalated the situation. Why did you offer to let him search your purse? That was rude as well. Why did it matter that he hovered when you spoke with manager? There wasn 't anything you were going to tell the manager he didn't know. Were you going to ask the manager to fire him for poor tact?

The manager offered you the 50% discount to diffuse the situation that you had inflamed. It wasn't offered as a reward for your good behavior. You should have graciously accepted the discount and left. But instead you threaten everyone with a lawsuit.

Well now you've drawn the line in the sand--so file your lawsuit. I don't know what happened that would be actionable. You were not detained by the store rather you detained yourself. You created the scene where you say
you were embarrassed. But take care. Even though the clerk was an A-1 tactless baboon it doesn't mean he deserves all that you are doing. The general public, or reasonable man, may translate your behavior as harassment and that's actionable.

In my humble opinion you should drop it. Let it go. You had your best chance the day you were in the store. What you want now is revenge, OK, so go get it. Write a page to the editor of your local newspaper. Don't name names as you did in your complaint to The Rip Off Report. If that's not enough then you could seek the advice of an attorney. Anyone can sue
for anything. If the attorney asks for a retainer then walk away, the case is not good.

I know this is not what you want to hear. But I really think you could cause more grief to yourself on the current path.

Good Luck
The Fraud Chick

They filed the following rebuttal to the above Rip-Off Report:

Their email: [email protected]
Their name: The Fraud Chick

Their relationship to the company: Consumer Suggestion

Rebuttal:

I hardly know where to begin. First of all let me express my sympathy for your father. That's a very unhappy situation.

Now let me address the Stein Mart situation. You're angry because an employee of Stein Mart didn't use much class in telling you why he preferred to stick around. Let me tell you a fact: all businesses train employees to hover near customers in case they need assistance and as a theft deterrence. You skin color and the way you dress had nothing to do with it. That employee probably needs retraining in customer etiquette.

But really, you must realize that your behavior escalated the situation. Why did you offer to let him search your purse? That was rude as well. Why did it matter that he hovered when you spoke with manager? There wasn 't anything you were going to tell the manager he didn't know. Were you going to ask the manager to fire him for poor tact?

The manager offered you the 50% discount to diffuse the situation that you had inflamed. It wasn't offered as a reward for your good behavior. You should have graciously accepted the discount and left. But instead you threaten everyone with a lawsuit.

Well now you've drawn the line in the sand--so file your lawsuit. I don't know what happened that would be actionable. You were not detained by the store rather you detained yourself. You created the scene where you say
you were embarrassed. But take care. Even though the clerk was an A-1 tactless baboon it doesn't mean he deserves all that you are doing. The general public, or reasonable man, may translate your behavior as harassment and that's actionable.

In my humble opinion you should drop it. Let it go. You had your best chance the day you were in the store. What you want now is revenge, OK, so go get it. Write a page to the editor of your local newspaper. Don't name names as you did in your complaint to The Rip Off Report. If that's not enough then you could seek the advice of an attorney. Anyone can sue
for anything. If the attorney asks for a retainer then walk away, the case is not good.

I know this is not what you want to hear. But I really think you could cause more grief to yourself on the current path.

Good Luck
The Fraud Chick

They filed the following rebuttal to the above Rip-Off Report:

Their email: [email protected]
Their name: The Fraud Chick

Their relationship to the company: Consumer Suggestion

Rebuttal:

I hardly know where to begin. First of all let me express my sympathy for your father. That's a very unhappy situation.

Now let me address the Stein Mart situation. You're angry because an employee of Stein Mart didn't use much class in telling you why he preferred to stick around. Let me tell you a fact: all businesses train employees to hover near customers in case they need assistance and as a theft deterrence. You skin color and the way you dress had nothing to do with it. That employee probably needs retraining in customer etiquette.

But really, you must realize that your behavior escalated the situation. Why did you offer to let him search your purse? That was rude as well. Why did it matter that he hovered when you spoke with manager? There wasn 't anything you were going to tell the manager he didn't know. Were you going to ask the manager to fire him for poor tact?

The manager offered you the 50% discount to diffuse the situation that you had inflamed. It wasn't offered as a reward for your good behavior. You should have graciously accepted the discount and left. But instead you threaten everyone with a lawsuit.

Well now you've drawn the line in the sand--so file your lawsuit. I don't know what happened that would be actionable. You were not detained by the store rather you detained yourself. You created the scene where you say
you were embarrassed. But take care. Even though the clerk was an A-1 tactless baboon it doesn't mean he deserves all that you are doing. The general public, or reasonable man, may translate your behavior as harassment and that's actionable.

In my humble opinion you should drop it. Let it go. You had your best chance the day you were in the store. What you want now is revenge, OK, so go get it. Write a page to the editor of your local newspaper. Don't name names as you did in your complaint to The Rip Off Report. If that's not enough then you could seek the advice of an attorney. Anyone can sue
for anything. If the attorney asks for a retainer then walk away, the case is not good.

I know this is not what you want to hear. But I really think you could cause more grief to yourself on the current path.

Good Luck
The Fraud Chick