A Whanganui supermarket has apologised after telling a customer who spent more than $1000 on groceries she was required to give personal details in relation to the transaction.
Taysha Williams alleged she was asked for private information by Pak’nSave staff without explanation – and told she could not leave the supermarket without doing so.
Williams said she and her children went grocery shopping at Pak’nSave Whanganui on March 1, spending more than $1000.
“I was asked to give my details but with no explanation for why and, if I didn’t, I was not allowed to leave,” she wrote on social media.
Williams claimed she had paid by eftpos and had a receipt.
“I asked again why they needed my details and if they could show me the policy [with] the reason behind their request.”
Williams claimed over the course of 30 minutes, she spoke to five different supermarket workers – including three supervisors – who looked through files for any mention of the policy.
“Not one of them could find anything or tell me why I needed to give my details,” she wrote.
“While all of this is happening, my children standing there confused and annoyed, I am feeling like I’m being accused of stealing.
“Embarrassment for being singled out of all the customers in the store.”
Williams alleged she was then approached by a sixth member of staff who told her she had to hand over her details “because of fraud or in case someone was to report your card stolen, because it’s not very often we’ve come across this”.
She said she would have no problem handing over these details – provided someone could point her to the store’s policy as requiring it.
Williams claimed she was told again she couldn’t leave the store, but that the staffmember “didn’t know” what would happen if she did.
Williams said she and her children then “walked out” and later lodged a complaint.
‘We didn’t explain this properly’ – Pak’nSave
In a statement posted to social media today, an unnamed spokesperson said Pak’nSave Whanganui acknowledged Williams’ experience “and take this opportunity to provide some clarity”.
“Under tax legislation introduced in 2023, businesses are required to collect certain details for purchases over $1000 to ensure compliance with tax rules. Unfortunately, in this instance, we didn’t explain this properly, and we sincerely regret the frustration and confusion caused.
“We’ve reached out to the person affected directly as we want to apologise and make things right.
“We’re reviewing what happened and taking steps to ensure our team is better prepared to communicate clearly and respectfully in the future. We appreciate the feedback and remain committed to providing a positive experience for all our customers.”
Despite the supermarket’s statement, Williams claimed she was yet to be contacted directly in response to her complaint.
“I see the post on social media from Pak’nSave Whanganui, but I would like this matter to be resolved in a professional manner,” she wrote. “I would have liked the incident on Saturday night to be dealt with in that way also.”
rnz.co.nz
