helphelp:
They should have had "Bags, phones and other valuables are kept at owner's risk"

I'm sure una go carry una bags go buy the ice cream.

12-5pm....una no get work

EgunMogaji:


My thoughts exactly.

UjSizzle:
It's a long read but bear with me.

On Sunday the 21st of January, I was at Coldstone creamery Admiralty way Lekki with my girlfriends between 12pm and 5pm. We were the only customers seated there when we went to get ice creams. Our bags were left on the chairs we occupied. When we got back, my bag was gone.

We alerted the staff to narrate the incident and told them we saw one of their staff heading towards our sitting area while we were getting ice cream. They found said staff but he denied taking any bag. Considering where the bag was kept, you’d have to be at our table to see it.
1. First he said he came to clean our table but saw a bag and concluded the customers were still around.
2. Then he changed his story saying he never came near our table but went to clean other tables. How could he have gone to clean already
clean, unoccupied tables? No other customers were using the sitting area.
3. Afterwards he said he came to pack the cups on the table, but we didn’t have any cups on the table prior to getting our ice creams.

I inquired about the security detail I always find in their shops and was told they only stay at the door. I know that’s not true.

Then we asked to see their CCTV footage. The stories became weird at this point.
1. First the lady in charge, Kera said the cameras cover only the cash point. Odd, I was staring at one that had a clear view of the stairs and our seats.
2. When we pointed that out she said they had no access to view footages and only the head office (at Saka, VI) could do that. She claimed to have called them and was told the IT unit weren't working on Sunday. I still don't understand how that works.
3. Shortly after another female staff (didn't get her name) came to apologise for the theft and assured us the video footage was being watched beginning when we came into the establishment. We asked if we could view it too and was told it was ‘confidential’. Even banks allow customers with grievances view their CCTV footage. So we told her to start at 2pm instead of 12pm.

Again, Kera who claimed the videos could only be viewed from the HQ came back and we asked her if she found anything. She asked who’d given us that information and we pointed to her colleague, who came back to deny what she said about the viewing. The whole thing became suspicious like these people were hiding something.

We told them the police would get involved and the story would be published online. It’s increasingly impossible to trust companies these days.
Kera pleaded we give her till Monday to give feedback on the video.

By 3pm on Monday she called me to say, “I’m sorry but the camera wasn't recording anything. We found out the memory crashed.”

It took them 7hrs (between 8am and 3pm) to ascertain the memory crashed and their CCTV wasn’t recording a thing on Sunday. Are they saying we can’t even be assured of customer safety in their premises; is that how little we mean to them? I wonder if the story would be the same if someone had robbed them.

My friend even sent a message to their Instagram account, saying if a response wasn’t given we’d make this issue public, and they promised to forward the case to their customer service unit and an agent will contact me. They requested for and received my number and email address on Monday 22/01/18 night and I still haven't been contacted.

I took the case to Maroko police station on Tuesday 23/01/18 and gave a statement. The manager of Admiralty branch was issued an invitation by the DPO. Someone named Chuks confirmed receipt of the IV, yet they never showed up.

My lawyer wrote to their head office on Wednesday detailing the issue, actions taken and further steps we’ll take. Still, we received no feedback from them. I've been informed they were advised not to comment on the matter at the branch. Classic.

Everything so far feels like an elaborate cover up by a company with something to hide. All we asked for was a view of their cctv footage to see what really happened. All we’ve got so far are suspicious stories. It's so disheartening that they have handled this case like it's nothing. I have valuable items I consider priceless in that tote bag and Coldstone Creamery (Eat N’ Go ltd) is behaving like it’s a non-issue. What’s stopping me from suspecting this might be a regular occurrence where customers mysteriously lose items and the company hides behind a liability clause?

It's been a very frustrating week, and still I've been the only thing holding back my friends from spilling this story online before now because I wanted a clean resolution. I've been very civil; going through the appropriate channels to get this resolved but the company has proven it prefers to play dirty by feeding us lies and frustrating our efforts. Perhaps I’ll learn to be more dramatic and cause a scene in the future.

Getting this kind of treatment from a favourite brand is extremely disappointing. You can do better than this.

UjSizzle:
It's a long read but bear with me.

On Sunday the 21st of January, I was at Coldstone creamery Admiralty way Lekki with my girlfriends between 12pm and 5pm. We were the only customers seated there when we went to get ice creams. Our bags were left on the chairs we occupied. When we got back, my bag was gone.

We alerted the staff to narrate the incident and told them we saw one of their staff heading towards our sitting area while we were getting ice cream. They found said staff but he denied taking any bag. Considering where the bag was kept, you’d have to be at our table to see it.
1. First he said he came to clean our table but saw a bag and concluded the customers were still around.
2. Then he changed his story saying he never came near our table but went to clean other tables. How could he have gone to clean already
clean, unoccupied tables? No other customers were using the sitting area.
3. Afterwards he said he came to pack the cups on the table, but we didn’t have any cups on the table prior to getting our ice creams.

I inquired about the security detail I always find in their shops and was told they only stay at the door. I know that’s not true.

Then we asked to see their CCTV footage. The stories became weird at this point.
1. First the lady in charge, Kera said the cameras cover only the cash point. Odd, I was staring at one that had a clear view of the stairs and our seats.
2. When we pointed that out she said they had no access to view footages and only the head office (at Saka, VI) could do that. She claimed to have called them and was told the IT unit weren't working on Sunday. I still don't understand how that works.
3. Shortly after another female staff (didn't get her name) came to apologise for the theft and assured us the video footage was being watched beginning when we came into the establishment. We asked if we could view it too and was told it was ‘confidential’. Even banks allow customers with grievances view their CCTV footage. So we told her to start at 2pm instead of 12pm.

Again, Kera who claimed the videos could only be viewed from the HQ came back and we asked her if she found anything. She asked who’d given us that information and we pointed to her colleague, who came back to deny what she said about the viewing. The whole thing became suspicious like these people were hiding something.

We told them the police would get involved and the story would be published online. It’s increasingly impossible to trust companies these days.
Kera pleaded we give her till Monday to give feedback on the video.

By 3pm on Monday she called me to say, “I’m sorry but the camera wasn't recording anything. We found out the memory crashed.”

It took them 7hrs (between 8am and 3pm) to ascertain the memory crashed and their CCTV wasn’t recording a thing on Sunday. Are they saying we can’t even be assured of customer safety in their premises; is that how little we mean to them? I wonder if the story would be the same if someone had robbed them.

My friend even sent a message to their Instagram account, saying if a response wasn’t given we’d make this issue public, and they promised to forward the case to their customer service unit and an agent will contact me. They requested for and received my number and email address on Monday 22/01/18 night and I still haven't been contacted.

I took the case to Maroko police station on Tuesday 23/01/18 and gave a statement. The manager of Admiralty branch was issued an invitation by the DPO. Someone named Chuks confirmed receipt of the IV, yet they never showed up.

My lawyer wrote to their head office on Wednesday detailing the issue, actions taken and further steps we’ll take. Still, we received no feedback from them. I've been informed they were advised not to comment on the matter at the branch. Classic.

Everything so far feels like an elaborate cover up by a company with something to hide. All we asked for was a view of their cctv footage to see what really happened. All we’ve got so far are suspicious stories. It's so disheartening that they have handled this case like it's nothing. I have valuable items I consider priceless in that tote bag and Coldstone Creamery (Eat N’ Go ltd) is behaving like it’s a non-issue. What’s stopping me from suspecting this might be a regular occurrence where customers mysteriously lose items and the company hides behind a liability clause?

It's been a very frustrating week, and still I've been the only thing holding back my friends from spilling this story online before now because I wanted a clean resolution. I've been very civil; going through the appropriate channels to get this resolved but the company has proven it prefers to play dirty by feeding us lies and frustrating our efforts. Perhaps I’ll learn to be more dramatic and cause a scene in the future.

Getting this kind of treatment from a favourite brand is extremely disappointing. You can do better than this.

helphelp:
They should have had "Bags, phones and other valuables are kept at owner's risk"

I'm sure una go carry una bags go buy the ice cream.

12-5pm....una no get work

EgunMogaji:


Well, butter no be monkey food.

Yes, I asked for the ensuing black eye that I’ll surely get. Look, I’m even holding my hands behind my back

MisterMr:
I'm sorry but, why would you leave your personal belongings unattended in a public space? Especially when there's a group of you that could watch the other's bags.

Blame Coldstone's as much as you want, and yes they have some responsibility, but don't forget your own role in this. Seriously.

helphelp:
They should have had "Bags, phones and other valuables are kept at owner's risk"

I'm sure una go carry una bags go buy the ice cream.

12-5pm....una no get work

bisi16:


Mumu didn't read the whole text to remember it was a Sunday. Your urge to bash block your brain abi? Na so una dey take fail essay exam. Something wey dey first sentence. Sorry for you!

You set you follow for the Mumu United FC.

Papiikush:
You are not new to the typical Nigerian justice system. If you want to be heard, you go online!

To be honest sis, Dropping statements at the police station is just a waste of time because the Nigerian police officers are criminals who will cover up any story if brided.

At this moment, just forget about the CCTV footage because it has already been altered or worse, deleted. It Would have been better if you had a recording of the whole scenario on your phone (arguments and brouhaha after discovering your missing items)

You would have conquered flawlessly by uploading on YouTube... Trust me, once it gets to nairaland, it will go viral all over Twitter and IG

Learn your lesson never to drop your possessions at public places. We learn everyday ma'am. Sorry for your loss.

MisterMr:
I'm sorry but, why would you leave your personal belongings unattended in a public space? Especially when there's a group of you that could watch the other's bags.

Blame Coldstone's as much as you want, and yes they have some responsibility, but don't forget your own role in this. Seriously.

UjSizzle:
It's a long read but bear with me.

On Sunday the 21st of January, I was at Coldstone creamery Admiralty way Lekki with my girlfriends between 12pm and 5pm. We were the only customers seated there when we went to get ice creams. Our bags were left on the chairs we occupied. When we got back, my bag was gone.

We alerted the staff to narrate the incident and told them we saw one of their staff heading towards our sitting area while we were getting ice cream. They found said staff but he denied taking any bag. Considering where the bag was kept, you’d have to be at our table to see it.
1. First he said he came to clean our table but saw a bag and concluded the customers were still around.
2. Then he changed his story saying he never came near our table but went to clean other tables. How could he have gone to clean already
clean, unoccupied tables? No other customers were using the sitting area.
3. Afterwards he said he came to pack the cups on the table, but we didn’t have any cups on the table prior to getting our ice creams.

I inquired about the security detail I always find in their shops and was told they only stay at the door. I know that’s not true.

Then we asked to see their CCTV footage. The stories became weird at this point.
1. First the lady in charge, Kera said the cameras cover only the cash point. Odd, I was staring at one that had a clear view of the stairs and our seats.
2. When we pointed that out she said they had no access to view footages and only the head office (at Saka, VI) could do that. She claimed to have called them and was told the IT unit weren't working on Sunday. I still don't understand how that works.
3. Shortly after another female staff (didn't get her name) came to apologise for the theft and assured us the video footage was being watched beginning when we came into the establishment. We asked if we could view it too and was told it was ‘confidential’. Even banks allow customers with grievances view their CCTV footage. So we told her to start at 2pm instead of 12pm.

Again, Kera who claimed the videos could only be viewed from the HQ came back and we asked her if she found anything. She asked who’d given us that information and we pointed to her colleague, who came back to deny what she said about the viewing. The whole thing became suspicious like these people were hiding something.

We told them the police would get involved and the story would be published online. It’s increasingly impossible to trust companies these days.
Kera pleaded we give her till Monday to give feedback on the video.

By 3pm on Monday she called me to say, “I’m sorry but the camera wasn't recording anything. We found out the memory crashed.”

It took them 7hrs (between 8am and 3pm) to ascertain the memory crashed and their CCTV wasn’t recording a thing on Sunday. Are they saying we can’t even be assured of customer safety in their premises; is that how little we mean to them? I wonder if the story would be the same if someone had robbed them.

My friend even sent a message to their Instagram account, saying if a response wasn’t given we’d make this issue public, and they promised to forward the case to their customer service unit and an agent will contact me. They requested for and received my number and email address on Monday 22/01/18 night and I still haven't been contacted.

I took the case to Maroko police station on Tuesday 23/01/18 and gave a statement. The manager of Admiralty branch was issued an invitation by the DPO. Someone named Chuks confirmed receipt of the IV, yet they never showed up.

My lawyer wrote to their head office on Wednesday detailing the issue, actions taken and further steps we’ll take. Still, we received no feedback from them. I've been informed they were advised not to comment on the matter at the branch. Classic.

Everything so far feels like an elaborate cover up by a company with something to hide. All we asked for was a view of their cctv footage to see what really happened. All we’ve got so far are suspicious stories. It's so disheartening that they have handled this case like it's nothing. I have valuable items I consider priceless in that tote bag and Coldstone Creamery (Eat N’ Go ltd) is behaving like it’s a non-issue. What’s stopping me from suspecting this might be a regular occurrence where customers mysteriously lose items and the company hides behind a liability clause?

It's been a very frustrating week, and still I've been the only thing holding back my friends from spilling this story online before now because I wanted a clean resolution. I've been very civil; going through the appropriate channels to get this resolved but the company has proven it prefers to play dirty by feeding us lies and frustrating our efforts. Perhaps I’ll learn to be more dramatic and cause a scene in the future.

Getting this kind of treatment from a favourite brand is extremely disappointing. You can do better than this.

EgunMogaji:
Cold Stone (not a fan as they don’t make Rocky Road flavor) is in the business of selling ice cream and not in the business of bag watching.

It’s a shame to watch their brand get sullied in such a callous manner through no fault of theirs.

laudate:


Their staff stole a customer's bag, right under the nose of their CCTV camera and you say it wasn't their fault?

EgunMogaji:
What concrete and irrefutable evidence, real not imagined, do you have that what you typed occurred?

Let’s try to be reasonable here.

EgunMogaji:


Cold Stone (not a fan as they don’t make Rocky Road flavor) is in the business of selling ice cream and not in the business of bag watching.

It’s a shame to watch their brand get sullied in such a callous manner through no fault of theirs.

oyb:


Actually within the Nigerian environment, there is every possibility that staff are stealing customers goods. Theres a story on fp about some bank worker aiding a gang of identity thieves.

On the regular, we have caught employees of cleaning agencies and security guards stealing. The question is is it just one rogue worker, or is it organized?

Also, unfortunately the op approached this the civilised way. In Nigeria, the thing to do is make a scene. The bigger your scene, the more likely the item will mysteriously reappear.

laudate:


It is clearly stated in the OP's story, kindly read it again. Unless you want us to believe that the OP's bag, developed wings and flew away?

bobogii2008:


Between 12pm-5 pm??! R u people that jobless

EgunMogaji:


I know that the possibility of this occurring is there in Nigeria, just as it is over here in the US too.

One should be able to go to a store without having their good stolen but not in Nigeria (I know this and I don't even live there full time) BUT one should take prudent care to protect one's possessions.

If I am 100% sure that my goods were lifted in that store and there were only employees in the area then there is no way that I am leaving without my stuff.

As someone that is carefully maturing several brand names, I would hate for them to be tarnished without no fault of mine.

EgunMogaji:


Maybe so but at least I’m not an inconsequential toad like una.

bisi16:

You just proved your skull is filled with saw dust.

helphelp:
They should have had "Bags, phones and other valuables are kept at owner's risk"

I'm sure una go carry una bags go buy the ice cream.

12-5pm....una no get work

rednuth:
jeez!!! this shit is happening in many companies.. If na correct lagos person, scream the hell out n crowd go full, scatter dose table n show dem pepper. dem no born dem make d bag no show when dem see craze

jaybee3:


I honestly don’t want to believe you can be this daft

Beremx:
where in lord's name have you been? Happy new year sir.

jaybee3:

Happy New Year madam-d-madam....
Been lurking in the background