Citypharma — Attraction in Paris

WORST SHOPPING EXPERIENCE. DO NOT GO WITHOUT CAUTION.

My best friend and I were traveling to Paris and originally wanted to visit City-Pharma for its wide range of skincare products. Instead, we were eyed by the security guard as soon as we came in. I felt so uncomfortable so we headed to the aisles and started putting items on our list into the basket. However, I realized I needed to come back later since I forgot my passport at home. Usually there’s two sales associates overseeing or helping French speaking customers for every aisle, but they were all busy so I tried to put as much back as I can with the security guard watching before leaving the basket by another tower of baskets. As soon as we tried to exit, the security guard gestured us to open our brown bag with Paris-Brests and a bottle of water. Somehow he pulled out an travel size Avene product (valued at 4€). We quickly asked for an English speaker and that we didn’t do it while the security guard made a scene of accusing us in French of shoplifting that caught the attention of every patron and staff around us. An older French woman decided to translate what she said and when we told her that we want to tell them we didn’t do it because we didn’t buy anything related to that product and we’re coming back later. In addition, it must’ve fallen when patrons were going through tight aisles or grabbing a neighboring item when my friend put our open paper bag down, the woman gave us a stern look and said that it was clearly in our bag and we stole it.

FINALLY an English speaking staff member was brought, listened to us without being so blatantly biased in her convictions and they gave us two options : they can check the security footage and it will clarify what happened. If we get caught, they’ll report us to the police. If we didn’t do anything, they let us go. The second option was buying it. We first asked them to look at the security footage so some staff ran off to access it. The security guard kept trying to gesture and articulate for us to buy it and that we stole it. That intimidated my best friend so she had rather purchase it instead. When that was translated, he rushed to have us expedited to the cashier.

Then he had the cashier ask for our passports! We asked why and the woman said it’s for purchases and I said it doesn’t make sense since we don’t have a vat refund request. The cashier translated what we said and the guard said we can’t leave unless we bought it so I brought out my paper copy of my passport. The guard tried to take it and memorize it, before the cashier translated he wanted to make a copy for their records.

I got upset and refused because I tried cooperating, but I’m within my rights to refuse because we didn’t do anything and I don’t feel comfortable sharing my personal information with a civilian who can share or misconstrue this whole predicament to law enforcement or customs. So I told him that I won’t share it unless there is evidence we had a crime and the police requested it. I inquired about the security footage and the cashier translated that they had “no access to the security camera footage”. So I said, “ there’s no reason for you to incriminate or further hold us. Not only that, but you’ve have no further contact with the employee who checked the security footage or any other staff for the timeframe thus far. How did you arrive to that conclusion? “ Then he told us to just pay and leave. My best friend paid and he motioned for us to get out immediately.

Listen, I’ve traveled all over the world and both my best friends and I have experienced all sorts of uncomfortable circumstances/microagressions because of our race (me being Chinese American and my friend being Hispanic American). I try to do my due diligence in avoiding crowded areas whenever possible, observing local laws and etiquette. I’ve never committed a crime in my entire life and the fact that the staff here would resort to infringing upon basic rights of an individual, intent to deceive with false information and verbal intimidation...

I recently had an extremely unpleasant and distressing experience at this Citypharma that I feel compelled to share with the community. While I understand the importance of security in public spaces, the incident involving a security guard this afternoon was nothing short of shocking and unprofessional.

During my visit, I approached the cashier to complete my purchase. As I was waiting patiently in line, I was rushed to cut in front of customers who haven’t completed their checkout. I declined politely saying I’ll let the customer in front of me finish first. Then security guard became instantly agitated , approached me and pointed his finger to my nose saying « he’s the one making the rules here » (his exact words) . I was so shocked by such complete lack of professionalism and respect « he didn’t even bother to say bonjour to me, and told me « it’s not necessary for him to say bonjour to me » ?! It is important to note that I was not causing any disturbances or engaging in any disruptive behavior, I only wanted to be polite and respected other customers!

The security guard, then went on to verbally assault me with a barrage of offensive and demeaning comments. He not only invaded my personal space but also used derogatory language that was both disrespectful and discriminatory. This behavior is inexcusable and has no place in any establishment that serves the public.

I approached the cashier and asked for assistance, hoping that someone in the store would intervene and address this shocking situation. Three lady cashiers were speechless and apologized to me, but that guard went on with his nonsense during the entire time I was at the cashier.

My experience at left me feeling humiliated, disrespected, and deeply disappointed in the lack of professionalism exhibited by the security guard. It is unacceptable for customers to be subjected to such treatment in any establishment.

I urge Citypharma to take serious review in response to this incident. Security personnel should be trained to de-escalate situations, ensure the safety of customers, and act in a respectful and professional manner at all times. Furthermore, the store management should provide proper customer service training to all employees to ensure that customers are treated with the courtesy and respect they deserve.

I sincerely hope that this review prompts Citypharma to address the issue promptly, ensure that their security personnel adhere to a higher standard of professionalism, and create a safe and welcoming environment for all customers. No one should ever have to endure the humiliation and discomfort that I experienced...

I read all the negative comments before I went there and here is my sharing (arrived at around 12pm on 28 Sep) -About the security at the entrance: He didn't check my bag (I had a small backpack) and he smiled at me to greet. -About the staff (in white coat): very polite and helpful. They came to ask me if I need help or if I'm looking for something. I don't speak French so they asked me in English again. The staff in black t-shirts were just filling the shelves so they didn't have much contact with customers, which was completely ok with me. -About the products: probably the cheapest in town. Total 3 floors. Almost can find everything there. Well organized too. BUT there's one thing I MUST COMPLAIN! The cashier on the 3Rd floor - a young guy with dark skin dark hair and glasses - He is NOT HELPFUL NOR FRIENDLY and he didn't do his job well! I needed the tax refund form. When I showed him my passport he was already impatient. He marked some products on my receipt - I didn't understand, thought those are excluded from tax refund (I bought feminine products). After I paid, he told me he can't do the tax refund because there's no network in the store?! I was completely lost - the amount I spent was not small, and on the receipt it says no exchange no refund - He just gave my passport and receipt back, and said you can come tomorrow to try. Then I asked him if I can try on the first floor coz there are cashiers too. HE SAID NO. Then HE LEFT. Seriously?! I waited at the counter until another lady came and said they couldn't print the form on the 3rd floor, and she suggested me to try it on the first floor. So I queued again on the first floor, and luckily the girl there was sooooo helpful! I asked her about the marks on my receipt- she checked every product I bought to make sure it can or cannot be tax refunded!! Turned out that guy marked more products as "cannot be refunded"! I would have lost my money due to his laziness! In the end I got my tax refund form on the first floor, very fast and smooth - as if the network problem only existed upstairs. A big thank you to the young lady! DEFINITELY AVOID that...