A Sainsbury’s store in Dulwich has suspended its use of AI face scanning technology after a customer was mistakenly identified as a shoplifter and asked to leave the premises. The customer, Matt Arnold, 46, described feeling “embarrassed,” “mortified,” “humiliated,” and “powerless” after being confronted by store managers based on the AI’s alert.
Arnold recounted the incident, explaining: “They simply told me they would be walking me out. I stood my ground and said I would be walking myself out to maintain some dignity. Eventually, they agreed and my colleague returned shortly after to complete the purchase.”
He criticised the staff’s reaction, saying there was no hesitation or consideration of his behaviour, which he believed did not align with that of a typical shoplifter. “It was as if they were blindly following the machine’s order,” he stated.
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Arnold expressed concern about the wider implications of such technology, particularly for vulnerable individuals who may be unfairly targeted. “Anyone could be falsely accused, and that includes people with mental health issues like anxiety. The impact on younger or less confident people could be devastating,” he explained.
He called on Sainsbury’s and other firms using the Facewatch system to suspend its use until they can ensure its accuracy. “While the company has halted the system at the Dulwich store, the technology operates centrally, so similar issues could arise elsewhere,” Arnold said.
In response, a Sainsbury’s spokesperson stated: “We have reached out to Mr Arnold to apologise for his experience at our Dulwich store. This incident was due to human error rather than a fault with the facial recognition technology. Customers can be reassured that the Facewatch system has a 99.98% accuracy rate, and every match is reviewed by a trained manager before action is taken.”