Question for sales assistants re stupid store targets etc

[JustanotherCHRISTMASuser01]

I was told today by somebody who used to work for New Look that whenever a customer returns an item even if it was an internet purchase it goes out of the stores sales targets. This has made me wonder what other daft things like this happens in your store?

I once took a top back to White Stuff that I had ordered online and the staff member had a real go at me complain that it comes out of their targets.

I rarely order clothes online but have recently and was surprised that most returns slips say the easiest way to return is in store. Last time I tried to return something to a New Look store that I had bought online they refused.

Doing a BORIS I believe it's called

Yes it does affect targets and in most stores at least the managers pay as a result. If you have too many as a manager it usually is seen as a mark against you when it comes to review. I never return to store from online orders having worked in retail.

Next must love me then. I order loads and return it to store usually because I've had to order 2 or 3 sizes.

I returned a few things to peacocks the other week (full disclosure 3 jackets and a pair of boots and a dress) she looked at the parcel and said I hope your joking and moaned the entire time. She was just plain rude about it I wonder whether it goes out of their store targets too

Retailer worker here! Returns affect our target and inturn if we miss target then miss out on bonus. The worst is when we have our sales, customers go to the large stores to get more options but return them to our smaller store as it's "handier" and "not as busy". Staff in the large stores get bonus and ones in the small store don't.

@PinkSparklyPussyCat
Online orders don't affect store target!

I did not know this. Is it all stores? Why do they say you can return to store if it’ll affect targets?

That’s really unfair.

If u go into a store and get offered one of their cards just take one. It all gets written down how many people they sign up. If they don’t sign up enough u get really told off.
I used to work for a very well known big craft store chain ....I got fed up with it. And left. I worked mostly evenings when it was quiet and I got fed up with being told off for not signing people up. Made me sick thinking about going into work.

I feel really bad now. My local M&S and Rackhams don't have much selection so I click and collect then return the unwanted items to the store. Do they at least get credit for the collection?

@whiteroseredrose At my company we only get money for collection if there "click and Collect" rather than an online order. We get hundreds and hundreds of parcels a day and we constantly get complaints about the queues for collecting parcels but we often have 5/6 people serving. The thousands of parcels we get delivered a week need to be collected :-/

These options shouldn't be allowed then. I tend to post things back as it suits me better but it always says their preferred method is returning things to store. I think I'd complain if I was treated the way some pps have been when returning goods.

I don't want a store card because it involves handing over my personal details, then they sell them on to companies for marketing purposes. I don't want lots of spam through my letter box, mainly for environmental reasons.

It's sad and unfortunate that store staff get into trouble for having to accept returns and give out cards, but it's not the responsibility of the customer to have to think about these issues.

Companies need to think about why people are turning away from their stores and remember that they're not automatically entitled to ever increasing profits provided by the cash cow public.

One of the reasons I love shopping online is because I always get a good service, no pressure, hassle or moaning. Proper customer service.

If companies are shit employers, then find ways of addressing this, rather than passing the pressure on to the customer.

What sort of targets are shop staff on to keep asking for your email? I did a £5 cash return to Dorothy Perkins and was asked if I wanted a back up receipt, hmm No? Might consider a second Spammy email address if it makes life easier.
I won't get store cards though i dont want the temptation or the foot print on my credit rating

We have a store card and set targets we have to reach (40% of all customers at the moment) most are under the impression we need lots of personal details, actually all we need is an email to send their voucher to.