After a rash of brazen thefts at Paper Stores around Massachusetts and New England, the CEO of the one hundred-store Paper Store chain, Tom Anderson, invited the Massachusetts Secretary of Economic Development, Yvonne Hao, to visit the Paper Store at Acton Plaza on Massachusetts Ave. He also asked Acton’s local legislators and Acton Economic Development Director Julie Pierce to join the April 5 meeting. Pierce, State Senator Jamie Eldridge, and Simon Cataldo’s legislative aide, Kyle Stapleton, attended, as did members of the Paper Store leadership: Operations Manager Rachel Jacobs and Vice President of Stores Sara Carbonier.
Jacobs said the meeting is part of the company’s effort to bring “all of this to light as an appeal to our legal system to take these shoplifting cases more seriously.”
The string of larcenies are a step up from shoplifting, Anderson said. He said it appears to be the work of an organized retail crime (ORC) ring, with methodical behavior, often using rental cars and conducting simultaneous or similar thefts at multiple stores. The thieves fill large coats or bags, or an empty baby carriage, and are out of the store within two or three minutes. “This is a different level of shoplifting or theft,” Eldridge acknowledged. Anderson said the company is working with the FBI, though they have been assisted by the Acton police. “Acton is actually one of the more responsible police departments,” Jacobs commented. She later added, “We always find working with the Acton Police Department to be a pleasure. They take each case seriously and tend to do a lot of follow up with us to make sure we are taking all the proper steps when a theft occurs. They make us feel like a priority even though we know they have other things that need their attention.”
Anderson said he has spent a substantial amount of money on loss prevention. They have had to add custom fixtures, install heavy duty tables and locks, camera systems, door locks, and spend extra payroll for additional staff to mitigate theft. Insurance has not proven helpful, as the losses tend to be less than the deductibles. This year, the “shrink rate,” or missing inventory, is 10%, compared to the company’s typical 2%. “The losses will affect what the corporation does in 2025 and 2026,” Anderson said. He said the company tries not to pass the increased costs to the customer. He would like to see the state support stores like this with money for loss prevention. Acton’s Julie Pierce talked to Secretary Hao about incentive programs or grants to help businesses with resiliency.
“It’s got to be terrible for employee morale,” Secretary Hao said. Jacobs agreed. “It’s scary for the young employee, it’s scary for her parents.” Anderson said there are a lot of long-time local employees in their stores and the biggest priority of the company is the safety of the employees. Jacobs added that shopping at the store is a pleasant experience. “And we want to keep it that way. We just need a little bit of help.” She said later, “We are worried about the safety of our employees and customers first and foremost. These crime rings make our employees feel helpless and violated; store associates feel caught between wanting to protect their store and protecting themselves. We pride ourselves on creating a warm and welcoming environment for all who enter our stores and it saddens us that these ORC rings are impinging on our customers’ and employees’ right to feel safe and secure.”
When the favored product of the thieves — Stanley drinking cups and Bogg Bags — were secured with anti-theft devices, the thieves started taking jewelry, sometimes taking an entire rack. Anderson said the business prides itself on staying up-to-date with the latest trends. Secretary Hao was very familiar with the products, as her teenage children shop there. Anderson said, ironically, that he wished non-customers knew as well as the thieves that this is the place to find the hot new products.
Jacobs said that when a product is behind glass or cabled to a shelf, it deters customers. “’If it’s not going to be accessible, I’m not going to bother.’” Secretary Hao said that these brick and mortar stores are needed for employees, for communities, to keep a vibrant area where people will be drawn to shop and go to restaurants.
Anderson said that when the company builds new stores, they hire local contractors, plumbers, and electricians. This year, they are investing $10 million dollars in growth. They have seven signature stores–larger stores with special designs, including children’s departments and play areas–and are adding four more this coming year. The closest signature store to Acton is in Burlington, and the first one was in Bellingham. Secretary Hao concurred that focusing on improvements such as new lighting and merchandising pays off. She cited her past experience as COO of Gymboree. Anderson said, “You are bringing in new customers.” Jacobs said Paper Stores’ recent addition of ear piercing — and visits by Santa and the Easter Bunny — have worked well to bring new customers.
Secretary Hao said that her department is planning the celebration of 250 years, in 2025 and 2026. “We are big into swag,” she said, and offered to get a kiosk for Paper Stores with some of the t-shirts, hats, and sweatshirts.
Senator Eldridge said, “It’s great that you are a family-run, community business.” He added that he is proud that the Paper Stores chain started locally, in Maynard in 1964. Afterward, Eldridge said, “I found it a very informative and concerning visit.”
Anderson is the son of the founder, Robert Anderson. Five members of the family work for the company now. Anderson said the company wanted to “build things you can only get here,” so they have created their own brands. He pointed to “Mia and Tess,” products named after the founder’s granddaughters.
After the tour, Secretary Hao said the situation is “very concerning. We are generally a really safe state. You can’t have strong communities if you don’t have a strong economy.” She said she will work across the governor’s cabinet, with Public Safety and the Attorney General, to support the stores suffering these losses.
Franny Osman edits and sometimes writes for the Acton Exchange.