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Long Loud Silence

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Many people have been asking me why I haven't done a posting in a while. I could say I've been busy which is true but not the reason for silence. The real answer is I've been unhappy recently over a couple of other major thefts and my general inability to stop these things.

The first was another regular customer, whose name I don't know, who came in frequently to buy 25¢ comics from the bins. After a while I quit counting what he had and just asked him what he had counted up and took him at this word. He continued coming in, bringing his own bag and filling it up with cheap reads. We had talked about which comics were not part of the deal and he seemed fine with that.

One day he did his usual thing picking up 200 - 25¢ comics and I rang up his total. When he left was looking for some recent comics when I realized several boxes of new comics were nearly gone. They had been there the night before (I just filled them) and he had been the first and only person in the store. He did seem more in a hurry than usual and now I haven't seen him since. If they were nearly all new comics with a few cheap ones sprinkled on top, then I probably lost between four and five hundred dollars on that deal, just because I trust people too much. And this is the small theft....

I shipped books to Montreal for WorldCon at the beginning of August. Since Neil Gaiman was guest of honor I decided to just bring his books with me. I couldn't get firm prices from the broker which should have stopped me right there. I know it's expensive to get books into Canada but I wasn't sure how much it would be. It turned out to be a LOT. Between exorbitant shipping charges, broker fees, extra taxes that even the Canadian government can't explain and several other extras, it ate up more than any profit I might have made at the convention. But the real insult to injury was the return shipment.

Someone along the way stole books out of the shrinkwrapped pallet of sealed boxes (of course it arrived unshrinkwrapped and boxes re-taped) . About $2500 worth. They knew which ones to pick - first editions of Neil's Graveyard Book as well as the special Subterranean edition of the same title. They took 'em all. What can I do about it? Not much. Sue the shippers/broker? The expense and time wasted pursuing the case even should I win could not justify any compensation I might see. I've been stewing over it for a month but I think just writing about it should help me clear my mind and (ever-so-slightly) forget about it.

It just bothers me how much I've lost to shop-lifting, employee-theft, vandalism, robbery, carelessness with my stuff, etc. I can trace over $300,000.00 in losses and that's just the stuff I know about. It could easily be double that or more. Since whoever keeps track of such things has suggested that as much as 7% of retail items are stolen, It could exceed a million dollars in my 33 years in business. I've never made a profit of 7% of sales in any year yet.

So if anyone reading this has ever stolen anything from me, bring it back. I'm broke.

Greg

Comments

( 33 comments — Leave a comment )
[info]cakmpls wrote:
Sep. 19th, 2009 12:00 am (UTC)
I've never stolen anything from you. I've never shoplifted anything, not the smallest item. But I'm very, very sorry you have had this experience.

Maybe you should make a poster and put it up in the store, with a picture of your son and something like "If you shoplift from me, you are stealing his college education" and underneath that, some of the information you wrote here. It wouldn't stop "real" thieves, but I think that some people shoplift thinking, "Oh, it's just this one thing" or "He has insurance" or any one of a hundred other stupid excuses. Maybe put it right in front of them, what they're doing?

Again, I'm sorry this has happened!
[info]alicebentley wrote:
Sep. 19th, 2009 12:31 am (UTC)
Bummer on the shipment from Canada! What shipper did you use? Most of them have some sort of procedure for when this happens - although I'll admit that they are as likely to say "sucks to be you" as to be helpful.

Store theft goes in the same emotional bucket to me as pissy customers - it happened very seldom, but overwhelmed the 50 great transactions before it.

Sad to say, I haven't found that letting my customers know more about the problem helped any. Those who had decided to steal things still did, it just made the rest of the people uncomfortable. While I greatly miss working retail, that's one of several aspects I'm happy to have behind me.
[info]racebannon42 wrote:
Sep. 19th, 2009 01:00 am (UTC)
Dang,
Sorry to hear that.
[info]wombat_socho wrote:
Sep. 19th, 2009 01:06 am (UTC)
God, people suck.
(Deleted comment)
[info]wombat_socho wrote:
Sep. 20th, 2009 03:28 am (UTC)
But, oh, the few who aren't honest suck mightily.

No kidding. 20% of the people causing 80% of the problems again.
[info]mle292 wrote:
Sep. 19th, 2009 01:12 am (UTC)
That really sucks and I'm very sorry to hear it.

We will be coming by soon to spend money, but that's probably no consolation because we do that sort of regularly anyway.
[info]kylecassidy wrote:
Sep. 19th, 2009 03:59 pm (UTC)
this is heartbreaking -- someone does something for love and gets used because they are too kind. i hope it doesn't permanently affect your outlook. i do think that most people are basically good.

perhaps there's some insurance claim you can make on the things stolen in the post -- after all, you're paying outrageous shipping fees, some of that ought to be insurance.

so sad.
[info]thren wrote:
Sep. 19th, 2009 09:22 pm (UTC)
Agreed. If there were that many fees to Canada, make sure to read over everything and find out what insurance you have. It might be worth it to make a few calls to pursue it, at least so far as to figure out what your chances of seeing some return is. This is the second theft I've read today and both unfortunate. Too often the kindness one shows others is returned with this sort of behaviour. I'm in the hole over $1k myself due to such kindnesses. It stings in a different sort of way.
[info]lil_fluffy_cat wrote:
Sep. 19th, 2009 09:17 pm (UTC)
This reminds me of the time I went to give ID on a check in a needlework store and the owner refused it with a smile. "Oh honey," she told me, "people who do needlework don't steal."

The store is no longer there.

I hate that some people take advantage of others, that they see trust as an opportunity, not to bond, but to destroy. I am so sorry this happened to you.
[info]jmartinlibrarian.wordpress.com wrote:
Sep. 19th, 2009 09:21 pm (UTC)
Ugh. So sorry.
Wow. Your post breaks my heart. It sounds like these thieves have stolen more than money. Bit by bit, they've stolen your faith in the goodwill of man.

Perhaps, karma will catch up to these unscrupulous folks. I hope it does. And I wish you good fortune at DreamHaven. May your loss be rewarded back ten fold.
[info]peyoteshort wrote:
Sep. 19th, 2009 09:37 pm (UTC)
Sin and Retribution
I have no ethics because, well, I'm a cartoon. However, the stupidity of trading a bag of new comics for a good source of 25-cent comics is a sin against self interest.

You can't sue the shipping company, but you can post your experience with them, naming names. When people google that company, one hopes that post is on the first page.
[info]melissa_mifeng wrote:
Sep. 19th, 2009 09:46 pm (UTC)
People who steal books should lose their eyes. Never understood people who steal anyhow.

My folks owned a mom n pop grocery in the small town that I am from. People still come up to me to tell that they used to steal from the store "when I was a kid."

I'm not sure if this is supposed to make me like them...or what.

I'm sorry people are such jerks.
(Anonymous) wrote:
Sep. 19th, 2009 09:51 pm (UTC)
shop theft
Greg I feel your pain! I have worked in retail on and off for much of my working life and in the last 9 years with my own shop.The single stand out horrifying truth is that most theft is done by regular customers. Yep the ones who come in all the the time, taking your time often, while they download, kill half an hour, whatever. People just don't realise how hard it is to just keep the doors open sometimes, financially and emotionally.

On the up side I had an item returned once with a note from the mother saying the child had been punished (not my big concern) and how sorry she was. Trouble is she probably never came back because of embarrassment, even although the parcel and note were anonymous.

Karma catches up with them in the end (even although that doesn't wash with with your bank manager.)

Best wishes
Karen
[info]alittlelessobscure.blogspot.com wrote:
Sep. 19th, 2009 10:07 pm (UTC)
Sir...
... I life has obviously been hard for you recently, but due to your open manner, honesty, your trusting nature (and a tweet from Neil Gaiman) be sure that you have gained another customer.

just as soon is I stop being broke too.
[info]talekyn wrote:
Sep. 19th, 2009 10:07 pm (UTC)
Greg, I'm very sorry to hear about this. I've only been to Minneapolis twice. Both times I visited your store (once at the old location, and just a month or so ago at the new) and each time I find some long-sought-after book (this time, it was Philip Jose Farmer's "A Feast Unknown") and other good buys. I would hate, if work sends me back to Minneapolis again, to discover your store was no longer there because of people who find that rather than enjoying a good thing they need to take advantage of it until it's gone.

Thanks for having such a great store!

I hope writing about these experiences at least helped release a little of your tension. I know writing about work aggravations usually helps me!

(Anonymous) wrote:
Sep. 19th, 2009 10:16 pm (UTC)
small claims court?
I think that if you physically signed a contract with the shipping company while you were in Minnesota, then you could sue them in a Minnesota small claims court, and there would only be filing fees as there are no attorneys at that level. Just be sure you can prove your case.

Maybe if you're lucky it'd attract the attention of one of the TV judge shows.
[info]syrimne wrote:
Sep. 19th, 2009 10:18 pm (UTC)
Just really sorry this happened to you. Your post is heartbreaking...I would only reiterate what others have said in that while I'm sure it's a minority of folks, it still sucks horribly. I'm always kind of shocked when I see or hear of people doing things like this. I can't relate to the mentality behind it at all, so I sort of fear it, I suppose. They seem borderline sociopathic to be so self-centered.

Hopefully this posting will generate more business for you.
[info]rosefox wrote:
Sep. 19th, 2009 10:23 pm (UTC)
Here via various links. I'm really sorry to hear about this.

I once shipped a big box of rare books from California to New York, and it arrived torn open and re-taped, with half the contents gone. I submitted a claim to the shipper--a photo of the box, a list of what was missing, and receipts to show how much I'd paid for the books--and after they looked for the books in their lost & found, they simply sent me a check. It was close to a thousand dollars and really only took a little haranguing; no threat of legal action necessary. I'd still rather have the books, of course, but at least it wasn't a total loss. I really recommend pursuing a claim with the shipper/broker, not in court but through their ordinary channels for property lost or damaged in shipping. They have insurance to cover just this situation. Make them use it.

Best of luck stopping the thefts in your store.
[info]jolest wrote:
Sep. 20th, 2009 06:14 am (UTC)
I would ditto what rosefox said. (Not the part about having books stolen in shipping, but the part encouraging you to just make a claim with the shipper.) This kind of thing happens... If they've been around for a while (and want to stay in business long-term) they pretty-much must have a "normal operations" procedure for handling it without pissing off a customer.
[info]snwleop wrote:
Sep. 19th, 2009 10:30 pm (UTC)
I hate people are hurting your business so much, it really sucks for the rest of us who love your store
[info]mysterypoet66 wrote:
Sep. 19th, 2009 10:38 pm (UTC)
I'm so very sorry that you had this experience. I think that very few people realise how difficult it is for independent, non-franchise stores of any kind to stay open and competitive these days. Even without thievery, the bix box stores and chains eat away at the market. Theft simply makes it harder. I sincerely hope you're able to resolve the shipping theft, at least. The customer theft may be more difficult to pursue, but perhaps the universe will balance the scales somehow. In the meantime, know that you're filling a niche that is very appreciated.
[info]spastasmagoria wrote:
Sep. 20th, 2009 02:23 am (UTC)
man. people SUCK.
[info]apostle_of_eris wrote:
Sep. 20th, 2009 02:32 am (UTC)
shit
sorry
*sigh*
[info]spacedlaw wrote:
Sep. 20th, 2009 06:40 am (UTC)
That completely sucks, Greg.
(Anonymous) wrote:
Sep. 20th, 2009 11:32 am (UTC)
You should put a large, disapproving-looking poster of Mr Gaiman, being his best scary self, in a rather conspicuous place in the store. Hopefully his soulful gaze will give any would-be shoplifters the conscience-induced willies, and set them running with the fear of karmaic retribution in them.

People like that are scum. I am so sorry for how it has hurt you - it is a betrayal of both your business, and your trust - but it is also a betrayal of the author, the publishers, and the industry. What kind of fan and book-lover would harm the people who provide them such a service - the priceless gift of a few hours' escapism in a fantabulous, well-written story? Such action is practically biting the hand that feeds.

If you want the book that badly, reward the creators and providers who allowed you to have it. Anyone who resorts to such callous thievery is a hypocrite and a cretin.
[info]lunggwai wrote:
Sep. 20th, 2009 03:03 pm (UTC)
I don't know you, just linked over from NG's twitter, but I'll echo some of the other people who've suggested you inquire with the shipper and Canadian brokers and/or receivers. If you entrusted your property to a third party and your property was stolen while in possession of that third party, "sorry, we're not responsible" is generally an untenable position for the third party to take.

Good luck.
[info]zombiecat80 wrote:
Sep. 20th, 2009 04:31 pm (UTC)
First, I'm so sorry to hear how badly you've been ripped off. A shipping company has detachment from the person they're stealing from (or, more specifically, their employees are stealing; now the shipping company is being stolen from as well when they have to pay out), but a regular coming in and ripping you off face to face? That burns.

In my 15 years in retail, and as manager of a small, independent record store I've learned quite a few things. People (who are already inclined to steal) will steal when they think they can get away with it. As a shop owner, you have to make it as hard for them to do that as possible. You don't want to make your customers uncomfortable, but they should know that you're keeping an eye on them in some way. Security cameras are great for this. We have several in our store, and they've been invaluable in catching several thieves nasty enough to try. You may already have cameras in your store, in which case, I would post a picture of the customer in question for all to see in case they recognize him. You can't accuse him of stealing of course (unless you want more legal issues), but you can find out if anyone knows him.

I hope you can recoup some of you losses somehow, as well as your faith in humanity. It's important that we, in retail, keep some of that so we don't end up scaring off the good ones who do come in.
[info]xxxbipolarxxx wrote:
Sep. 20th, 2009 04:34 pm (UTC)
I just was emailed this post and it's heartbreaking. I'm terribly sorry and don't understand how people can do these types of things... It's troubling and alarming. I hope things turn around for you soon.
[info]stephenhsegal wrote:
Sep. 20th, 2009 05:31 pm (UTC)
Greg, I am so sorry to hear this. As you said, Canadian customs was bad enough without adding wholesale theft to the mix. Just... gaaaaaah.
[info]tracelina wrote:
Sep. 21st, 2009 03:01 pm (UTC)
This is just plain awful. I'm a Minnesotan transplant to the East Coast who followed Neil Gaiman's tweet about your recent thefts. I really hope you're able to recoup some of your losses through the shipping company.

In terms of recouping some of the other funds, though, I'm willing to bet there are folks out there who would happily contribute to a PayPal fund in support of your store--especially if Neil tweeted about it--or who'd buy t-shirts to help raise money, etc. Pandemonium Books & Games did this a couple of years ago and it kept them from going under.

Again, I'm really sorry this has happened to you. It's hard enough being an independent bookstore owner in this market & economy...best of luck.
[info]mrbillybones wrote:
Sep. 21st, 2009 10:41 pm (UTC)
Hello Greg,
I'm going to give you some of my books. If someone steals them, it won't cost you a thing. If you can sell them, you'll be a bit less broke.
Best,
BB
[info]mrwednesday7 wrote:
Sep. 22nd, 2009 11:24 am (UTC)
Hi Greg,

As a bookseller I know what you are feeling. As a mail order customer of yours I'll try and buy something, by way of assistance.

Best wishes,

James.
[info]serendipoz wrote:
Oct. 19th, 2009 02:40 pm (UTC)
OH Greg, I'm sorry, very sorry. I'll come by and look sometime soon.

Joyce
( 33 comments — Leave a comment )

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