Terrible behaviour from pick and pay

Worst customer service Ive ever seen. I was a shopper at the store and noticed a couple was charged for theft, when it seemed like the cashier also forgot to see that the trolley had a big microwave in it... They did not even give the customer a chance to pay for the item.. They made it such a big thing and locked the customer up. So my opinion if the customer wanted to ***** he wouldnt so casually walk to security at door and hand the slip, besides what kind of customer service is that. The wife said that the cashiers were changing tills, she had to wait, den the cashier sent the packer to get a pack of cigarettes for the client. And in that time yhere must have been a misunderstanding, however irrespective if it was a mistake, a customer should not be treated so badly, I fet so sorry for this couple, and the store was so busy, the poor customer was willing to pay if it was a mistake by them or the cashier, and furthermore how is this theft when the item was so visible in the trolley and not like it was hidden, besides the microwave never left the store. This kind of behaviour from the security and management is unacceptable, how many times pick and pay has done things but people must just overlook. The managers really are not helpful. So this is a call out to the public, please be very careful with items in your trolley because if a misunderstanding or mistakes happen, you will get arrested.