Eli El-Skaf
map-marker Tripoli, North

Double Charged at a Grocery Store and Physically assaulted

On my last trip to Lebanon, on December 1, 2013 at about 3:00 pm myself and my brother-in-law and 2 children went to shop at my favorite store Spinneys. We went to buy Glenfiddich single malt scotch whiskey, Arak (a middle eastern liquor) and some cookies for the kids. We stood in line to pay for our purchases and while we were waiting, one of the Spinneys’ employees approached me and asked for my four bottles of whiskey but not the two bottles of Arak. He took them to the customer service section and after scanning them brought them back to me while I was still in the lineup. When it was my turn to pay, a new employee (cashier) scanned everything including the four whiskey bottles. He asked how would you like to pay? I said I would like to pay by MasterCard. Before I entered my pin number my brother-in-law asked why the bill was so much? The cashier responded that was the scanned price. My brother-in-law asked how much are you charging him for the bottle of whiskey. The cashier pulled a whiskey bottle out of the bag and scanned it in front of us. The price came to 90,000 Lebanese pounds. I immediately said how can you charge me that when just a few days ago I paid 45,000 LBP which was the price marked on the shelf. I asked him to scan the two bottles of Arak, which he did; they were 34,000 LBP each, exactly as it was marked on the shelf. I asked him how this could be? The cashier said the price probably went up because of the holiday. I said if that is the case then cancel the transaction. We walked away from the store. I told my brother-in-law let’s go to Bou Khalil another grocery store a mile away from Spinney’s. We went there and we were right, they were selling Glenfiddich Whisky for 45,000 LBP. Spinneys had always been one of my favorite shopping stores and I was confused by what had happened. So the next day on December 2, 2013 at around 4:00 pm, alone, I went back to Spinneys. I went to the liquor section and confirmed by the tags on the shelf, that the Glenfiddich single malt scotch whiskey was 45,000 LBP so I picked up two bottles and went to pay for them. While I was waiting in line, I once again, like the day before, was approached by one of the Spinneys’ employees who asked for the two bottles of whiskey. After what had happened the previous day, I said to him I would rather stay in line here and pay for them instead of having you take them to customer service and bring them back to me at double the price. The employee put his head down, smiled and walked away. When it was my turn to pay for my items, it was the same cashier as the day before. He looked at me and said I remember you. When he scanned the bottles they scanned at 45,000 LBP each (31.00 US. each) he was surprised and said he would go to the liquor section to check the price himself. I went with him and showed him the price tag on the shelf. He picked up two more bottles to scan. The price again came to 45,000 LBP. He then apologized for what I had to go through the previous day. I paid 62.00 US using my Sears Financial MasterCard for the two bottles of whiskey. I took my bag to leave the store and was followed by a porter to my car and as I was putting my bag in my back seat, the porter also placed a bag in my car. I immediately noticed the bag did not belong to me. I said hang on one second, what are you putting in my car. It looks like you are putting something that does not belong to me. He said I grabbed everything off the end of the cashier’s counter. As he was telling me this, I saw one of the Spinneys’ employees approach me and asked if I had a receipt for my purchase. I said of course I do and showed it him. I was trying to explain to him that the Porter had mistakenly put the extra bag in my car, which the Porter was confirming when without my consent the Spinneys’ employee took all the bags out of my car and snatched the receipt from my hand and said to follow him. On the way to the store the Porter apologized profusely about the mistake he had made. When we were inside, a store supervisor took the porter aside and whispered something into his ear. The Porter then left. As I was patiently waiting I asked the Manager how long it was going to take for him to look into this matter because I had to go. He said they were looking for the Porter. I continued to wait and the Porter did not show up. I again spoke to the Manager and said I had to go because the car I was using was borrowed and I needed to return it soon. He said there was nothing they could do until they found the Porter. I said you’ve got my receipt in your hand let me take my two bottles and leave. I approached the Manager to get my receipt when one of the Security Guards with out any warning, punched me in the face. I was shocked and confused when the other Security Guard grabbed my hands from behind leaving me completely exposed for the first Guard to strike me again. The guards were trying to make it appear as though I was trying to assault the Manager, which I was not. I immediately realized that I was in danger and that it was best for me to get out of the store. Luckily I managed to get out but without my two bottles or my receipt, so I told them that I was going to get the police. I was shocked by their treatment because I had been a customer of theirs since the store opening in 2002. It was the primary shopping store that I had used on all my trips to Lebanon. I started heading to the police station. When I arrived I explained the situation to several police officers. They said there was nothing they could do and that I should go back to the store and try to resolve my issue directly with Spinneys. Because of the possible danger, I did not feel safe to return to the store. The next day I went on line and found Spinneys Customer Service. I contacted a person named Sahar and explained the situation I also told her I would be leaving the country in a few days. She was supportive and understanding, apologizing on everyone’s behalf. I asked her how she was going to handle the situation and she said she would have to contact someone higher up then her. Several hours later she contacted me and said you paid for the two bottles and you can go to the store to pick them up. I told her that I did not feel safe in the store and would rather have the money refunded on my MasterCard. She insisted that I go back to the store for the two bottles and that was all she could do for me since I was leaving the country in a few days. She said that by the time I returned they will have completed their investigation and would have an answer for me. I left the country for several weeks and when I returned I contacted Sahar again. She again insisted that I should return to the store and get my two bottles. I said I couldn’t do that all I wanted was a refund. It appeared to me that Spinneys was not taking any responsibility for the physical assault that happened and my suspicion was that they just wanted to cover the incident up. On January 10, 2014 I contacted Sears Financial MasterCard while I was in Toronto and I explained to them that I made a purchase and did not get what I paid for. I gave them all of the Spinneys contact info including Sahar’s direct number and asked them if they could secure a refund for the purchase I never received. They said they would issue me a temporary credit till they hear from the merchant. On March 5, 2014 I received a phone call from Sears Financial MasterCard telling me that they had forwarded my request to Spinneys and Sahar. Sahar’s response was that they had no proof that I had returned the bottles and they refused to issue a refund. I was shocked and disappointed to hear this coming from a store that I had shopped at for many years. I'm formally requesting a refund of $62.00 US as well as an investigation into my assault which should result in action against the individuals who assaulted me. Thank you.
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Loss:
$62
6 comments
Guest

That's very Uncivilized

Guest

Sounds like the staff members act like gangsters, I think I will take my business elsewhere

Guest

Such a large grocery chain should be ashamed of themselves for treating clients in such a disgraceful manner.

Guest

I've heard other horror stories about Spinney's, and I'm definitely advising all my friends to avoid them.

Guest

that was very bad and difficult situation.

I hope Spinneys make something to give better customer services...

Guest

Spinneys is becoming one of the worst grocery stores. Especially the one in tripoli. Shameeeee

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