GEORGE TOWN: With shopping trolleys constantly going missing, top retailers here have increased monitoring and on-ground assistance.
Sunshine Wholesale Mart in Farlim, Air Itam opened for business in October 2024. But already, 20 trolleys have gone missing, said its marketing and communications manager Bryan Wong.
“So far, I think we have managed to keep the number low. The other Sunshine outlets, however, are fully under control.
“Strictly no trolleys can be taken out of the premises,” he said.
Wong said they strike a balance between security measures and customer-friendly services.
“Security personnel assist customers in unloading their purchases while staff members return trolleys to designated areas. We also carry out continuous monitoring around the premises.
“Each trolley costs about RM1,500, so any missing unit contributes directly to operational losses.”
Wong said the measures taken not only help reduce trolley loss but also serve as value-added service to enhance customer convenience.
At Gama Supermarket and Departmental Store in Jalan Datuk Keramat here, assistant general manager Neoh Kean Bin said the issue has persisted for years.
“It is not frequent, but it is still a long-standing issue,” he said.
He said the challenge is compounded by multiple entry and exit points, making it easier for customers to move trolleys beyond store boundaries.
Neoh said the supermarket’s security and customer service teams are always monitoring and strengthening security measures, particularly during peak shopping hours and festive periods.
He said besides trolleys, smaller shopping baskets were taken too, but most of them are either returned or retrieved by staff outside the supermarket.
Neoh said customers are allowed to take the trolleys to the carpark to unload their items but they have to make sure they return the trolleys.
Sunway Malls branding and communications senior director Darren Chear said trolley theft for scrap value is not a significant concern for them.
“Most are cases of trolley abandonment, with trolleys not returned to designated areas after usage,” he said.
Chear said the responsibility of providing shopping trolleys lies with the supermarkets and is part of customer service.
“Hence, there is no cost outlay for the mall,” he said.
“To address the non-return of trolleys, preventive practices focus on three areas: visible reminders, frequent collection and increased enforcement.”
Chear said supermarkets deploy staff to regularly scan surrounding areas to ensure the successful retrieval of trolleys.
“Supermarket staff also monitor car parks, pickup spots and other areas,” he said.
