'I felt like a criminal after shop scan mistake'

‘I felt like a criminal after shop scan mistake’

Chris Shaw said repeated basket checks after an honest scanning mistake left him feeling singled out as supermarkets step up security measures to tackle shoplifting.

One customer said repeated basket checks in store left him feeling embarrassed, paranoid and as though he was being treated like a criminal.

Chris Shaw said he was repeatedly selected for rescans after forgetting to scan a packet of tissues while using Sainsbury's SmartShop service at a store in Leamington Spa.

Although staff reassured him at the time that the mistake had been resolved, Shaw said he was repeatedly stopped for checks in the months that followed.

"I thought I was going crazy," he said.

"Does the guy on the security desk at the front of the store also take an interest in me? Are members of staff looking out for me around the store?"

The experience left him feeling as though the supermarket viewed him as a criminal, Shaw said, despite it being a genuine mistake.

SmartShop lets customers scan their shopping as they go, using a handset or smartphone.

After raising the issue with the company, the 36-year-old, from Stratford-upon-Avon, said he was told customer behaviour could be used to identify higher-risk shoppers for additional checks.

Sainsbury's said rescans were based on a range of factors, not customers' personal information, and did not imply wrongdoing.

Shaw contacted Sainsbury's after being selected for a series of SmartShop rescans.

Shaw said the checks began in September 2025 after he used the firm's self-scanning service and accidentally failed to scan a pack of tissues.

While the issue appeared to be resolved at the time, he said he was subsequently called for a series of basket checks.

"You could argue it's almost the same odds as winning the lottery to have you checked that many times," he said.

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When store managers could not explain why it was happening, Shaw said he contacted Sainsbury's head office.

"I've not done anything to deserve this treatment other than making a genuine mistake," he said.

"This whole thing has sort of snowballed in my mind."

Retailers are increasing security measures as they tackle rising levels of shoplifting.

He said being told customer behaviour could influence checks was "a small weight off my shoulders".

"Okay, I'm not going mad - they are actually checking me specifically," he said.

He added that the issue had since been resolved and he could now "shop in peace".

A Sainsbury's spokesperson said: "Customers can use SmartShop to scan and bag items as they go, helping them save time and keep track of spending.

"As set out in the terms and conditions, occasionally a colleague may carry out a basket rescan to check that nothing has been double-scanned or hasn't scanned properly.

"Rescans are not based on a customer's personal information or imply any wrongdoing."