Answer: Several factors affect the initiative to replace the cart: 1) damage, 2) usability, 3) sales and 3) theft

• Damage sustained to the cart can be a number of things: vehicles striking the carts, customer misuse, and employee wear and tear as they are used to haul bulk items such as fixtures. When employees use the shopping cart to haul bulk items they cause broken spokes or wire to protrude thus exposing a safety hazard.
• Usability – wheels are usually the first to go with the other working parts secondary. Some old rustic looking carts have been seen in some goodwill’s.
• Sales – Studies by Britt Beemer of the American Research group show that customers with shopping carts will buy an average of 7.2 items compared with only 6.1 items purchased by customers without shopping carts. In addition, the uses of shopping carts will double the sales of hard to carry bulky items. Some Goodwill’s don’t replace damage, lost or stolen carts due to expense.

The decision to replace/remove or maintain the cart is a two fold answer: 1) should be done when LPS is conducting a “required” quarterly safety inspection when the above mentioned situations are noted (Checking for damaged wheels, handles, wire frame and missing or broken child restraint straps) 2) immediately replace/remove the cart when damaged. At times, minor expensed mechanical maintenance of the cart can be used as an alternative to replace; such in the case of broken wheels.

* Are the staff trained in cart safety?

+ Part of OSHA’s required regulation is to ensure a safe and secure environment in which to work and shop. The training should consist of 1) proper handling of a shopping cart, 2) part of an employee’s responsibility is to check for safety hazardous such as damaged carts, 3) horse play within the sales floor by customers/children, 4) stray shopping cart in the parking lot that may cause damage to a vehicle, etc.
+ Effective hazard management includes the following: a) Keeping adequate records of accidents and near misses; b) consulting with employees; c) observation of the way tasks are performed in the use and care of the cart; and d) investigating accidents to determine the cause(s).

* What steps are taken and what is the protocol for individual store managers who see carts and/or their straps are becoming unusable?

It’s not just the responsibility of the store manager – every employee should be trained to spot check and replace immediately or when there is an accident involving a customer. This has become a huge liability for retailers. If quarterly LPS inspections, employee awareness and management spot checks are conducted; there shouldn’t be any reason to have broken or missing straps.

* Is there a regular schedule that simply applies to all stores when it comes to cart and/’or cart strap replacement?

See aforementioned answers.

* Does Goodwill ever receive complaints about shopping cart issues? If so, how are those handled? Have there been any issues with injuries related to shopping carts?

In regard to Goodwill, we haven’t heard of such complaints. However, this is a problematic issue within the retail industry. That is why a majority of retailers and shopping centers owners have invoked the “Not responsible for damage to vehicle or personal injury caused by shopping carts” signs displayed in parking lots. If a complaint is filed a “member of management” should address the issue immediately. The manager should document the incident and advise the complainant that the matter will be forwarded to the insurance company for proper handling. If the situation or incident is of serious injury, the employee/management should handle the situation immediately by contacting emergency medical assistance. We want to make sure that we offer a safe culture for both customers and employees.

* What is the procedure and training for handling incidents in which a child is injured in a shopping cart?

1. Related injuries to children are common and can result in severe injury or even death. Most injuries result from falls or tip-over to the head and neck. According to the Academic Pediatric Association, injuries to children involving shopping carts usually occur with children younger than 5 years old.
2. Incidents involving children should be handled immediately and with the utmost care for the health and safety of the child(ren) by any employee within the store. Ultimately, a member of management should be the one to handle the entire situation. The customer should be given a point of reference to follow up on the child’s welfare within the next 24 hours to ensure health and safety. Future legal ramifications can be prevented when a store shows empathy and precaution.
3. All employees should be trained to be on the look out for the following situations to ensure the safety of children: a) children should not be left alone or unattended in a shopping cart, b) be allowed to stand up in a cart, c) be transported in the basket area, or ride on the outside of the cart, and d) no horseplay should be allowed.
4. Documentation as noted above should be maintained.
5. Signs should be provided in public places, such as entrance/exits to warn of the potential risks associated with the use of the shopping cart. Shopping carts should provide instructions within the seating area to show the proper use of securing the child in the cart along with the other warnings mentioned in number 3, and proper use of the cart.