Horrible retail experience and question for those in retail

[Newyearkiss]

I took something back to a well-known high street store yesterday, and the young girl behind the counter had to call her manager over. There was a slight query on my return and her manager was totally hostile, to the point that I actually walked out of the shop shaking after (eventually) getting a refund. I don’t know if she was running on the adrenaline of the sales and was taking a ‘no-nonsense from customers’ approach (it was heaving in there and had a jumble sale in January type vibe), but I don’t think anyone has ever made me feel so awful. I was mortified as well in front of this young girl. The manager was just so abrasive and aggressive. I’m normally quite able to hold my own but she totally blindsided me.

I was actually thinking I might put in a complaint although I signed my name on the returns receipt. Does anyone know what happens to those bits of paper at the end of each day? I would prefer this woman not to be able to access my name and potentially trace me online.

When she finally put the bar code in it came up as the sale price so she said she would only refund it for that. Given that it was only £4 difference I couldn’t be bothered to argue at that point but I’m sure she was on shaky ground with that..you either refund something in full or you don’t refund it at all.

Not true, I'm sorry @Newyearkiss . Prices on goods in stores, change a lot. Without a readable receipt, the staff can only refund the 'current' price shown on the till. They have no idea what you ACTUALLY paid originally and no way of checking that it was 100% the higher price. Yes, it might be possible to check what sale prices were-but the item might have been originally sold at a different price, for other reasons.

It is standard practice for Stores to only refund the current sale price, for items when you change your mind and no longer want them. After all, they do not have to give you a refund or exchange at all. It is NOT a legal requirement and while most stores do it, they don't have to do it at all, so are free to make their own policies on how these are handled.

Rules for purchasing online or for faulty items are different as these rules are legal requirements, but for items bought in person from a shop, and you have simply changed your mind - or the person who was gifted it didn't like it, then the store has no obligation at all to do anything at all!

And that made you shake? Really? She sound rushed and harassed, it was not her fault the receipt was faded. I doubt she’ll stalk you.

Complain if you want to, but based on that, I think the recipient of the email will roll their eyes and send back an email saying more staff training is bro g given and never mention it to the assistant.

To be fair its not a job for a softie I think people working in that kind of job need to have a little edge.

But the OP has answered it about an hour and a half before your post! Reread!

So now we know and quite honestly OP sound like the one in the wrong.

Totally depends on your return surely? If it's clearly 100% new, sealed, tags on etc etc they wouldn't even bat an eyelid.

What's the context?

I very rarely get rudeness from retail staff either. Then again I'm always polite to retail staff as I've worked in retail and know what a shitty job it is. Our return receipts went to head office, not sure how often.
She won't track you down. she probably doesn't even remember you. You sound slightly paranoid. Why do you think she would want or have the time or energy to track you down?

Refunding the sale price is standard procedure and has been for decades. You weren’t entitled to a refund anyway. You were very rude to the manager.

I think that everyone should have to do a retail job at some point in their life like National service so you understand how rude and unpleasant the general public can be.

I had a receipt like that when I returned something to Asda. The man in customer services said it happens when the ink needs replacing so not my fault. Could still just make out the item number and date. No problem returning but there was an announcement over the tannoy asking me to go to CS. I assumed it was something to do with the item I returned. Got to checkout realised I must have left my debit card at CS.

Tbf reading your second post I think you’re overthink it OP. But I do get it, I’m never, ever rude (worked on an IT service desk during covid and yeah, if you can not be rude whilst doing that then I self proclaim myself a saint!) but the older I get I feel I “match” people’s energy and I did have a really rude, abrupt and abrasive woman in the post office tell me I needed to send my letter special delivery, that I could send it cheaper but it wasn’t as secure a service. You’d think I wanted to send diamonds in a paper bag with a second class stamp on the front, I wondered if they earned commission at the post office 😂

Sounds fine to me. I think you are massively over reacting, esp suggesting she'll track you down somehow which is an unreasonable fear and suggests you have anxiety issues.

She’s not going to track you down. You were just one of many rude customers she had that day.

You’re way overthinking. Fair enough she was arsey so you’re not going to be exactly thrilled about that, you could complain if it makes you feel better and no one could really blame you, but the bit about her potentially seeing your name and tracking you down is indicative of a deeper problem you need to face.
She’s a shop worker, she’ll be counting down til clock-off time and will be glad to get out of there without giving you a second thought. You’re not going to be added to some ‘shit list’ whereby she tracks you down on social media, then real life so that one day you’ll come home, house in darkness, only to switch the light on and find her sat in your kitchen puffing on a cigarette, and smugly say to you, ‘maybe you’ll think twice about giving me lip in my place of work!’ ok Im exaggerating, but still.

When you put in a complaint they’ll ask for all your details and we can usually see at least the name of the person complaining when head office forwards it to us. Different policies will be in place in different companies so there’s no one answer to this question unfortunately.

I’m sure she was on shaky ground with that..you either refund something in full or you don’t refund it at all.

Depends entirely on their refunds / returns policy and your reason for wanting to return the item.

I was thinking about this thread when I popped into town this morning. I went into several different shops, and in every single one the staff were polite and friendly. It was busy, but not overly busy.

as I've worked in retail and know what a shitty job it is

So have I and so has DD @Stressedoutmummyof3 . Customers in pharmacies are some of the worst, so I am extra polite when I visit the pharmacy.

I think he had you on. They don’t use ink. It’s heat.

Dons anorak
It's thermal transfer.
Runs away and hides.

Sorry I don’t get what you are saying? I know it’s thermal?

I am being pedantic and facetious.
Please ignore me.

Sorry, reading your update I think this is you rather than her. You seem like the Catherine Tate character who screams at things like the toaster going.

Try not to take things so personally, and definitely don't take on guilt that is unwarranted.

😂 no worries. Sarcasm/jokes don’t always read well and I’m quite literal. I’d have probably got it in real life!

I suspect she'd had a long day of people trying to scam the shop with old receipts, pretend receipts, stuff they'd worn on nye and brought back dirty etc etcvetc. Retail is horrid this time of year and as manage she's probably judged or penalised if the store allows dodgy returns. I'd try and put it behind you, she was rude but she's not threatened you or said anything concerning, she's just been rude. It's not nice but doesn't sound like you need to be worried about her finding you or anything!!

Yes this...my daughter worked in a well known chain whilst in sixth form and the policy was "no receipt no refund" and the amount of abuse she got for just doing her job and saying she couldn't help without one, was unbelievable.

Firstly, legally you’re not entitled to a refund bought from a shop unless an item is faulty, so by her agreeing to a refund she was actually doing you a favour. It sounds like you’ve had the item a while hence her only agreeing to a partial refund. You chose one of the busiest times of the year to claim a refund of an item you’ve had a while, and wonder why the manager may have been less than delighted at your request. At this time of year, many shops won’t even process refunds during the new year sales period!

What on Earth has a tannoy announcement due to leaving your card got to do with the OP?!