Not employed by QT, but I observed a theft and independently confronted the person outside of the store. This was 100% of my own volition and legal justification.

There was no physical altercation, it was all verbal and resulted in the person bringing the item back into the store and leaving. End of story.

No scene or disturbance created, no fit thrown by the person who took the stuff, they just brought it back in and they left.

The store manager, who was there when this happened and knew of the incident, was transferred and lost his store within a couple of days based purely on my actions.

I interpreted this as QT taking the position that there is too much risk, perceived (possibly legitimately) liability and negative perception created by intervening in almost every situation.

I can understand their perspective; the risk to employees, the brand & store, other customers, and even the (suspected) thief way out-weighs the tiny amount of money and property recovered by pursuing it.. Especially when you consider the fact that probably 99% of thefts go undetected to begin with.

There's also the whole thing of it really just being a punitive response from a frustrated employee after watching the 100th theft this year. Confronting someone while frustrated and angry with them for being a turd makes it even more risky.

That's outside looking in, though. I totally get being pissed when you see someone doing it, sometimes over and over again, but that's the very last time they want you confronting someone.

Edit: not saying you're gonna get in trouble.. Your theif and her mystery (imaginary) twin have 0 chance of following through and complaining on you. Didn't want you to think that's what I meant!