Do you need a carrier bag? Er.. yes. ~ Tesco-Complaint

Monday, October 05, 2009

Do you need a carrier bag? Er.. yes.

Dear Mr Leahy,

I write to you today as I'm rather concerned that after writing letters to your complaints address in Enfield I never seem to receive a reply? After a short search on the web I find this is not only common practice for Tesco, its actually rife!

I'm left with no option but to contact you directly, and also have started a blog on the web about it, with copies of all letters and e-mails due to be posted there!

The letters of complaint went as follows:

First letter, was asking, quite politely why the Tesco store in Broughton refuses to stock carrier bags? Severál times we've visited the store the do our shopping however there never seems to be any carrier bags. You're often confronted with a deadpan question of "do you want any bags" - well considering I've just spent £250 in your store of course I want carrier bags. If this had happened once, it wouldn't have riled me, however it happens time and time again! My response now is just to leave the shopping there and walk out of the store. I have asked staff time and time again why there aren't any carrier bags available, the response I've had on more than one occasion is: "The Welsh Assembly have made it illegal to give out new carrier bags" or "The Welsh assembly only let us give out so many bags per year" or "its more environmentally friendly" - The Welsh Assembly haven't yet put any restrictions on the provision of carrier bags, I practice as a solicitor in Wales and the last I knew the plan was still in consultation stage... Furthermore, you cannot argue on the basis of it being more environmentally friendly, if this were your real concern you'd be issuing sustainable, recylable paper bags, the same type they've been issuing in America for many years now!

The fact that your staff are willing to lie to a loyal customer is one thing, the fact that they feel you've got no right to ask for a carrier bag is one thing. After buying a basket full of shopping after work one evening, which totalled £46.51, and asking if I could have a carrier bag, the member of staff said "I haven't got any" after asking if she could ask for some more, or get some more she said "There's nothing I can do about it, I haven't got any" - so my response was to walk out of the store without the shopping and without having paid for it, hearing her grumble something under hear breath, which I shall not repeat!

Further to this, as stated before, your staff in the customer care address on your website simply do not reply to letters your customers have taken time to write and spent money to post, and same as I've said there are acres of coverage on the net, which makes this out to be quite common place!

Unless I receive a response, in a timely manner, I will stop shopping in Tesco stores. I've looked through my credit card statement from last year, and in total I spent: £12,272 in your stores. In a climate where your competitors are seeing their customer base increase whilst yours doesn't seem to be doing anything (hence giving away double club card points etc) it is of no surprise, perhaps their finding a better quality of service at places like: Sainsbury's; Waitrose; Morrison's and Asda.

I look forward to hearing from you, and this letter can be found on the internet.

Yours Sincerely,
Gareth Baines

67 comments:

Anonymous said...

Oh get a life it's a bloody carrier bag!!! Why don't you bring your own like most customers do and do your bit for the environment or an even better idea go shop somewhere else PLEASE!!!! It's not the checkout staffs fault they have no bags so don't take it out on them if you have a problem talk to the store manager they're the ones that approve the ordering!!

Ethel said...

Good job you don't live in mainland europe they haven't had carriers for years. Bring your own bags, buy a bag for life or use the empty boxes left at the tills in other words sort yourself out! Plastic carrier bags should be banned for ever, they don't decay and are a menace to the planet!! If this is all you have to worry about then you are very lucky indeed!!!

Anonymous said...

Tesco may be the biggest but is certainly not the best in terms of Customer Service. They seem to think that their unrivaled size is an excuse to throw the old saying "the customer is always right2 out the window. Thankfully rivals WITH better service such a Sainsbury's and Morrisons are gaining market share as people are starting to wise on that Tesco is not all it is cracked up to be.

Anonymous said...

All Tescos should supply a free means to help us with our shopping, free boxes and i dont mean silly little ones or free bags. What's wrong with the paper bags we used to use ? This rule isnt about being green, it's the supermarkets trying to save a few pence and the thicko greenies backing them. I've only chosen annonymous as i havent a google account.

Anonymous said...

your a faggot, there are other complaints on this site have some meaning but your just a snobby git. man up ya cunt

Anonymous said...

The Tesco store in southgate road islington,has always got bags,but they are only the small ones,hence what would normaly fit into say 2 normal bags takes 10 of the small ones,so no green issue there,Any complaint to the manager is met with a blank stare,And as far as bringing your own bags dont you idiots realise that the prices they charge reflect the costs of the bags

Anonymous said...

Tesco are the devils disciples and treat customers like cunts. And you stupid hippie fuckers get a life a carrier bag ain't hurting the planet it's all made up bullshit. Bring on global warming because I'm freezing

Anonymous said...

I'm sick of people like you moaning about nothing all the time, get some real worries and give the checkout staff a break, they dont order the carrier bags.If you spend that much money every year why cant you invest in reusable bags and bring them back.

Anonymous said...

It's not possible to carry about aroud full time. I had the same problem at Tesco Wesbourne Bournmouth. No bags at the self service checkout. When I asked for one, a member of staff tossed a cruppled up small bag on the bench. The bag was too small for the goods. I dumped the goods on the customer service desk and left

Anonymous said...

Sourcing carrier bags can sometimes be problematic, at store level we try our best to get bags to the Customer, at peak times such as Christmas and Easter etc stores can run low of carrier bag supplies. To ensure that your store does not run out of bags you need to.

- Ensure counts are carried out by your stock controller.

- T5 Communicate Bag Usage and its cost. And how to work ‘smart’ to economise on bag usage.

- Promote our fantastic Green options as an alternative to bags.

Anonymous said...

Why are you complaining to Terry Leahy about carrier bags? The customer services people don't answer because its pathetic.

You spent £12,000 odd at Tesco last year? Thats a bit sad to be honest its roughly one full time member of staffs salary for the year. Stores don't always have carreir bags because they can be busier then they anticipate therefore not having them in stock.

Also you have to remember is that carrier bags are also used by dotcom for online orders (the average dotcom personal shopper does 12 peoples shopping in an hour and walks 10 miles per shift pushing it all) And non plastic ones are at the checkouts to buy when you reuse these bags you get clubcard points as well. Its practically a win win situation

Anonymous said...

IKEA hasnt done plastic bags for over 10 years now! its about time most retailers followed and did the same

Anonymous said...

I had a customer today who told me he spends £1000 per week at Tesco and that he is entitled to a bag. I had run out, as I was about to explain a few thoughts ran through my head £1000 per week?? Was he sure? Entitled to the bags...Tesco is a business and not run by the government, who said he was entitled, and lastly if and its a big IF he spends so much, why not bring your own bags??

Anonymous said...

I had a customer today who told me he spends £1000 per week at Tesco and that he is entitled to a bag. I had run out, as I was about to explain a few thoughts ran through my head £1000 per week?? Was he sure? Entitled to the bags...Tesco is a business and not run by the government, who said he was entitled, and lastly if and its a big IF he spends so much, why not bring your own bags??

Anonymous said...

I would love to have 12,ooo a year to spend but as a part time sales assistant I only make about half that much. Yet I can afford to buy some proper canvas shopping bags, so why can't you?
Don't take it out on the checkout staff, if they were high up enough in the company to have any say in the matter, do you honestly think they'd be on the tills taking the flak?

Anonymous said...

How pathetic! Take your own bags if you already know they havent got any or shop somewhere else. Poor till staff are prob on minimum wage and could do without arrogant idiots insisting on complaining about something beyond their control. £232 a week on shopping - you can afford a couple of reusable bags. I dread to think how many plastic ones you've taken without even thinking about it - maybe you should take them back to the store and then they would have plenty :)

Anonymous said...

nearly thirteen thousand pounds a yearon groceries alone?!

Now here's a man who doesn't work with his hands..

Perhaps he could use a Gucci-bag..

Anonymous said...

Gareth,

are you upset that these bags aren't sitting waiting for you or that you've got to actually say the word "Yes" when asked if you want any? You don't even have to say please, the staff are used to being treated like shit by arseholes like you so they won't mind.

get a life you stuck up wanker and send your daughter back to her room, I was enjoying her striptease on the webcam before you started hogging her snatch.

Anonymous said...

I work on a checkout at Tesco. We are marked on whether we say all the right things and ask the right questions, which include "do you need any bags?". If we don't ASK you then we get marked down and bollocked for it.
And it's hardly our fault if the shop runs out of plastic bags. We ring your shopping through and that's it, we have no say in how many bags the shop orders, and trust me, lack of bags makes us even more miserable than you. Can you imagine having hundreds of people every day screaming at you because your shop didn't order enough bags?!
Get a grip, and start to bring your own bags like anyone else would do, instead of being an idiot and continuing to go somewhere you know doesn't have bags. It isn't your cashier's fault.

Anonymous said...

I work for DOT COM and the bags they do give out fall apart on a daily basis, its been really bad just lately so i think they have started using a different bag manufacturer?? or just made them thinner to same a couple pence/year or somethin, either way i have to deal with p!ssed off customers on a daily basis!!!
can you please dip into the £3 billion PROFIT you make per year and get carrier bags, GOOD carrier bags (or paper bags) in store NOW!

Anonymous said...

I am deeply upset with tesco's after what a store manager did to me later the store closed down 8 years ago.what a shock to learn what he had done to me --- what a way to find out what he had done.what a very unpleasant store manager to work for.such a horrible, horrible unpleasant store manager to know.

Anonymous said...

Embarassing

Anonymous said...

This store manager is a joke.

Anonymous said...

I am upset with tesco's not over carrier bags but over a store manager I used to work for a few years ago later the store closed down 8 years ago.What a shock to learn what he had done to me.Biggest shock of my life.I am still hurt and angry over what he had done to me.What a horrible, unpleasant store manager this person is.

Anonymous said...

i work on checkout at tesco bathgate...we are no longer allowed to have bags at end of till that customers can access easily,we are told we must ask if people want a bag.....people seem to think everything is the till operators fault,its not

Anonymous said...

I have worked for Tesco on Checkouts for 15 years and now feel I have wasted my life. I have always been on the customers side and argued on behalf of customers many times, but my complaints to managers fall on deaf ears. It is getting harder to please the managers and these days I can't seem to do anything right. I too have been "interviewed" by my manager for not sticking to the set script. E.C.O.H. Every Customer Offered Help. I have to Say Hello, make eye contact and smile. Offer bags, offer to pack bags, ask for clubcard, offer clubcard and say goodbye.

This is all very well but a lot of my customers are just buying their lunch and in a hurry to get back to work.

And a lot of my regular customers come to me because I know how they want to be served. I tailor my service to the individual. But Tesco doesn't want that. They want me to stick to the script in case "mystery shopper" is watching. If I fail to stick to the script I face disciplinary action and could lose my job. That is what Tesco thinks of its loyal employees.

Yet if Tesco fails by not having any bags to offer it is a different matter. They are not on the frontline having to pacify angry customers. I am. I used to enjoy my job, not anymore though.

Anonymous said...

Richard William Evans .... Why no appreciation?

Anonymous said...

Richard William Evans ...... Is a truly horrible person, a truly horrible person and he makes me ill.

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Anonymous said...

Richard William Evans .... Really is a trouble-maker.

Anonymous said...

Richard William Evans .... Really is a trouble-maker.

Stressed said...

How Tesco treats their employees that`s a very good question. According to their spots Every Little Helps they should be the most perfect company in the world. But I need to say NO!! I`ve been employed by Tesco since June 2010 and for whole this time every day I keep asking me the same question: Why in 21st Century in UK - country of law and equality such big employer as Tesco can rip their employees without punishment for that????????????? Someone should start talking, people can`t be afraid!!!


Simply, we need to start from the beginning when they give you contract to sign and you supposed to work 36.5 hours and during 9 hours shift you will have 1.5 hours break. That`s just in your dreams!! When you do 9 hours shift you just have a chance to have 0.5 hour break and just if you lucky enough because you have so many things to do and other people have priority before you.


But the most annoying and depressing thing is when you work and you don`t know how much you earn. So many people will ask why you don`t know?? But answer is simple you signed contract with hourly wages but since they finally started paying you they didn`t even bother to send your payslips. That`s might sound funny but believe me when you are in this situation nothing seems to be funny. Depressed employee tries to phone Personnel Manager and ask where our payslips are? She seems to be surprised we haven`t received them. She doesn`t even care about them and about our physical health. So many times I`ve heard "This is not my problem" or "I don`t have a time for this conversation".


So please can someone tell me why hard-working employees are treated like that?? We do have right to get our payslips because it`s illegal behaviour not getting them. I saw on your website someone complained about P45 and missing payments. I know this fight must be hard for this person but apart from him there is so many other people who try to fight and try to implement our rights but unsuccessfully. So maybe you can help us???


If you have any questions please don`t hesitate to ask.
Best regards
Depressed

Anonymous said...

Graeme Baines,
Do you have any idea at all what checkout assistants have to put up with each and every day with cocks like you? Just to put you in the picture, we are trained on how we have to greet customers. It is out of our hands to change these practices. We have to say hello, make eye contact and smile. No problems with that even though we are mostly responded to with a grunt or no response at all. We are told to ask the customer if they would like carrier bags. Most customers bring there own bags these days. If you would like bags, a simple "yes" will suffice. We regard a "yes please" as a bonus. We will then ask you if you need any help with your packing. At this point we await the inevitable "no I've done it loads of times" or "do I look like I can't pack a bag?" ho ho ho sooo funny, like I've never heard that one before. But we smile anyway. So we scan your shopping and then we'll ask you if you have a clubcard. If we're lucky we get one handed to us, if not it gets thrown in front of us at which point we will scan it and endeavour to HAND it back to you in the hope that you may learn some good manners from us. We will then tell you how much your shopping bill is, receive the money from you and give you your change and wish you good day. Sometimes we even get a reply.
So Graeme, that's the job from this side of the checkout and it is by no means halfway to explaining the abuse and ignorance we have to put up with and all with a smile to boot.
It's NOT a cashiers job to make sure there are enough carrier bags in the store. It's NOT the cashiers job to ensure you've read the smallprint on your vouchers so you don't bring the wrong item to the checkout for your money off. And it certainly ISN'T our job to be shouted at and abused by the likes of you all day long.
Try the job for yourself. I would just love to stand beside you and see how you get on.
Until then, stop coming to Tesco if you don't like it. Take your £12,000 (???) elsewhere and find something meaningfull to whinge about. IT'S ONLY A BAG FFS!!!!!

(No google account)

Anonymous said...

Take the bags with you. You wasteful selfish person. I assume you knew that you would be buying more than one item when going into the store.

Anonymous said...

Go and shop somewhere else, you rude pathetic person. I love the way you think that the poor cashier, and indeed Tesco care about you leaving your shopping; in reality I'm sure they thought it was hilarious how insane you were. Bring your own bags and don't be so wasteful.

Anonymous said...

Hi Gareth, i totally agree with you, theres saveing the planet!, but there is also streesful shopping to do after a long day at the office!!. Yes,why do we get scrutinized by being asked if we need carrier bags for our shopping we need to carry home, lets face it, what if we needed to walk home with it?!!!. I find this so irritating too, my local co-op only give you tiny bags measuring about the size of a fruit and veg bag, the ones you put your apples or carrots in!!. I totally sympathize with you, its totally bazaar;and why should we all have to buy bags when we have just paid a massive food bill!!. Hope you find a more desant supermarket.(Carrier bags).

Anonymous said...

Do as I do.....buy your weekly/monthly shopping, then before handing over your card ask for sufficient carrier bags. to pack your purchases.

If none are forthcoming; LEAVE IT ALL ON THE COUNTER AND WALK OUT!

Simples!!

Anonymous said...

Hi

As Tesco are making millions out of their loyal customers I'd like to see them provide sustainable bags that we could reuse, without charge!!!!

Now there's a thought!

Anonymous said...

It does not pay to be loyal to work for Tesco's as I did a few years ago later the store closed down more than 8 years ago by Tesco's.What a shock to learn what this particular store manager did to me and it is the biggest shock of my life.To do this to me is down right awful after I had been so loyal and devoted in my work as a cleaner/janitor.I have been so hurt and devastated because of it and my faith in store manager's in Tesco's have been destroyed.Not to mention all the hard work I done for this person and it has crushed my confidence in Tesco's.What a let down because of Tesco's.I feel sick with hurt and humiliated because of it.They say Every Little Helps, not in my opinion it does'nt.I have been hurt and destroyed because of Tesco's and that is a fact.Since 1993 (more than 18 years ago) I have always worked in shops as a cleaner or janitor but my character has gone because of this particular store manager.What hurts me more also is the fact that this particular store manager has no appreciation - none whatsoever.I am left with this horrendous hurt that will not fade or go away and neither will it ease.I have suffered because of it.

Anonymous said...

Get over it.

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Anonymous said...

can someone re-train these ignorant staff at the cigarette counters, especially in poole, dorset

i stood there the other day over 5 minutes while this ignorant woman was tidying some crap and saw me and no acknowledgement whatsoever - just made me wait
many other times you can literally stand there looking at them waiting to be served while they chat with their mate behind the counter
bloody disgusting, arrogant old women
what happened to the customer is always right etc
i remember working on a high street store/office and yes you have paperwork but when a customer walks in - you drop everything to serve them and go back to the paperwork afterwards

re-train these crap staff or lose even more customers

Anonymous said...

haha sorry just love the other comments and I agree ffs just take your own bag you tool!

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Anonymous said...

I bet he drives a 4x4 too

Anonymous said...

Paper bags are not more sustainable than plastic bags, believe it or not they use more energy to produce then the plastic ones.

The best bet: Bring your own bag and use it again and again (more than 16 times minimum or it will be less efficient than using a plastic bag once).

Sainsbury's carriers are 50% recycled. I'm not sure about Tesco (and I should having designed their packaging for nearly 9 years!*). They should be biodegradable but aren't. You can recycle plastic bags but it's better to bring your own.

* 9 looooooooong years, I'm no fan of Tesco.

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Anonymous said...

over 12000 a year!? what size is your belly!!!!?
This is the problem, YOU!
You are the problem that countless independent shops have gone bust, you supported tesco and put everyone else out of business, the old saying, you caused it and made your bed with them, so lie in it, I am a small independent and give out carrier bags for 40p worth of potatoes, basically hahah to you, stop supporting tesco then and all major money sharks for that matter!
have a good day

Anonymous said...

Just to let you know, paper bags are not necessarily more environmentally friendly. They damage in rain and it takes more trucks on the road to transport paper bags. Get your facts right.

Anonymous said...

I visited Tescos Express on Walsgrave Rd in Coventry 6 weeks ago. A security guard who introduced himself as Amit asked me for my number. I politely told him I have a husband. Now everytime I visit the store this particular person gives me horrible dirty looks in which I find scary and uncomfortable. I've made a complaint about this member of staff but got no responds.
Last night I was talking to a friend of mine about this person and unsurprisingly he's done the same to her.
What happened to respect for women in this country?
What can I do about this?

Anonymous said...

I visited Tescos Express on Walsgrave Rd in Coventry 6 weeks ago. A security guard who introduced himself as Amit asked me for my number. I politely told him I have a husband. Now everytime I visit the store this particular person gives me horrible dirty looks in which I find scary and uncomfortable. I've made a complaint about this member of staff but got no responds.
Last night I was talking to a friend of mine about this person and unsurprisingly he's done the same to her.
What happened to respect for women in this country?
What can I do about this?

Anonymous said...

right i work for tesco, i appreciate the frustration, do you have any idea how frustrating it is to be a checkout staff member and not have the materials to do your job properly and to get people like you complaining at them every 5 minutes, WE CANT DO ANYTHING ABOUT IT, but seriously grow the fuck up.
there are huge restrictions on bag usage for stores and guess what,
theres some upity dick at head office that controls and monitors all the stores and their requests for plastic bag stocks, he has this big ass banhammer button where if your store is over its suggested bag usage levels for the month he cancels all the requests the stores put in for more bags, but like the plethora of other people have said, man up and get your own bags Mr Moneybags

Anonymous said...

I left my laptop hung on a trolly once and it was taken in by a member of staff and returned to me. I gave him £100 for his honesty. Not all customers are bad and not everyone working at Tesco is aggressive and hostile. Tesco is making too much money and not improving the lives of their staff. Management is clearly flawed. I read some of the staff comments here (and after my own experience in the store yesterday) I choose now to shop elsewhere - after years of loyalty. It's all about choices really.

Anonymous said...

I had a similar experience at Tescos today they made me fill up the plastic bag to the brim before giving me another. Result one exploded as I was loading it in the car boot and another whilst unloading the car. The massive conditioner bottle busted on my drive spilling all over.
Why should I bring my own bags? I do not always carry them with me.I like to hear from all the Namby Pamby, on about environment etc. How many of you go shopping for clothes or anything else and carry your own scruffy reusable bags?
Like go to John Lewis buy a designer top for few hundred quid and politely decline their nice new green bag and use your dirty scruffy bag. Hypocrites.

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Anonymous said...

Kevin Williams - Tesco Deputy Manager. Pure evil. Ruthless. Vincictive. Spitefull. No empathy. One-track minded. Very bad case of "little man syndrome". - Everything needed to make a sucessful Tesco manager.

AVOID AT ALL COSTS- THIS GUY WILL DESTROY YOU IF HE DOESNT LIKE THE LOOK OF YOU.

An evil company run by evil heartless people. Burn in hell the lot of ya! DOWN WITH TESCO, UP WITH SAINSBURYS!!!

Anonymous said...

I think some people have missed the point here !!!!!

Tescos staff should not lie and should strive to go that extra mile for customers who spend thousands in their stores but it would seem that the staff at my local tescos are compulsive liars too!!!

and by the way my local store is King Cross Halifax avoid at all cost.

Anonymous said...

@Anonymous 4:03 PM, June 23, 2013 -- Go the extra mile? Who have you been talking to? Store Manager Richard William Evans at some point. He is the person who says these words. "Go The Extra Mile". Believe me, as I did for him some years ago (when I worked for him at a Tesco store) before Tesco's Head Office closed the store down 11 years ago. What a shock to learn what he had done to me some time after the store closed down. Biggest shock of my life. I have been hurt and destroyed because of this particular store manager. I have suffered immense hurt and devastation and ruin because of this person. Tesco's motto is Every Little Helps! Oh by the way, Tesco's staff DO lie as I have experienced myself when I worked for Tesco's especially security guards. My life has been ruined and destroyed because of Tesco's. Believe me.

Diana said...

are we just chatting about bags here which i really think its out of order .you shop there you should be entitle to bags ,anyway as i always get my shopping home delivered its very awkward when they forget bags because i have a dog and some of them are scared of my dog they have to leave it all by the door, then half hour later i am still putting my shopping away .Anyway how about this my shopping was ment to come between 12-2 i get a text that morning he should be there at 12-1pm okay i waited in at 1-15pm i called the Tesco to see where he was they said diana your shopping is in the slot between 12-2pm, i said okay but i got a text to say between 12-1pm o you dont really take notice of that do you i said yes i do she said i wouldnt as everyone gets one as its a automatic devices that sends them out automatic i said thats misleading to me and all the rest of the customers she i said i know , i said and what you going to do about it she said there aint nowt i can do aye i said ,anyway my credit was going so i said goodbye . so then i waited, after 2-15 i had to call again the lady said hes up the road having a chat with customers aye can you repeat that again at this time i was really frustrated.At 3-22pm he finally arrived i questioned him as i told him what the lady said to me he then said no no thats not right the other man let them down okay i said thats okay your here now then we said by .Soon after i looked through my shopping and it seemed they forgot 2 items then on top of that hardly no bags not all the items there and not only that i got 4 donuts priced at 28p each so how come on reciept i was charged 70p each for 1 donut, now im not being funny but customers please look at the price after as on the internet it tells you something different ,as i have worked out as i said to my fella i have never looked at the reciept as i thought it would have the same price anyway for all the calls i had made and the inconveience of it all and they had forgot two items i got a 6pound voucher and my delivery charge and £1-68 p back from being over charged 4 donuts and thats it so apart from me being such a loyal customer and a regular one too this is all i got back from tesco which is a insult towards me personally but hay everyday they loose how many customers and thats just for taking the micheal out of their
loyal customers. Diana from READING

Anonymous said...

Supply some bloody bags for god sake. If you go shopping youdont want to piss about having to think about bringing your own bags. The stores make more than enough profit to be able to supply bags and they are so thin and shitty now regardless, so the stores are saving even more on purchasing them. All those people who are saying most people bring their own, erm I dont think they do...... its not unreasonable to expect a bag to put your purchases in when you go shopping.

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