Photo: RNZ / Marika Khabazi
PAK'nSAVE Henderson has apologised to a customer for being wrongly suspected of shoplifting.
In a Facebook post on Tuesday, the store said a customer, CJ, had been approached by staff in a way that caused her public embarrassment, distress, and a deep sense of humiliation on 5 April.
"We fully acknowledge that this incident should never have happened.
"The way the situation was handled - both in the moment and in the way her complaint was managed afterward - fell well below the standard we expect of ourselves.
"The accusation made against CJ was completely unfounded, and we extend our heartfelt and unreserved apology for the harm caused."
PAK'nSAVE Henderson said it took full responsibility, and while it had a duty to address retail crime, it must never come at the expense of respect, dignity, and fairness.
"In this case, we got it wrong - and the consequences were unacceptable."
The store said it was urgently reviewing its training, protocols, and escalation procedures to ensure no other customer is subjected to the same kind of treatment.
"Accountability starts with us, and meaningful change will follow.
"To CJ - we are truly sorry for what you went through. You deserved better."
RNZ have contacted Foodstuffs for comment.
