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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To refuse to phone a customer and apologise when I didn't even serve her?

75 replies

b584 · 22/10/2014 16:58

Last friday, Huge Euromillions Jackpot, (even bigger now) Had a young girl in school uniform come to my till wanting a euromillions ticket, I ask for id as we follow the challenge 25 rules, We have 3 tills, all 3 being used, I was on the far end one.

She presented a student Nus discount card, I told her that it wasn't acceptable id so couldn't give her the lottery ticket, She made a fuss, saying that she was 17 and wouldn't have the Nus card if she was under 16 and that she had been served in the store before, I told her again that we need photo id and if she had been served before then she shouldn't have and it wasn't by me with that as id.

She went away very unhappy to her mum who was being served 2 tills away from me, It was very busy (school rush time) but I could still hear her slagging me off and she tried to use her Nus discount card on her mum's shopping which would have been fine on everything except the alcohol that her mum bought,

My colleague refused to accept the Nus card on the basis that the person named on the card didn't have sufficient id but still accepted the sale as she believed the wine puchased was not for the girl.

They were not happy and made a big commotion upon leaving about getting my name from my name badge so I expected a complaint but didn't worry as I had done nothing wrong,

As soon as it was quiet I called the supervisor to the tills and explained the situation and said we might get a call, All 3 of us on the tills had witnessed it and agreed I did the right thing in refusing the sale to the girl, Supervisor agreed,

The mother phoned about half an hour later to complain about me as she only had my name but made out that I was the one that served her alchohol and if she had been working for undercover for Trading Standards then I would have failed big time. Supervisor appologised on behalf of the store but the mother wants me to appologise personally and store wants me to as well as they don't want to lose a customer,

Aibu to refuse as I didn't serve her, Store manger accepts this but has told her that I will apologise in person so is putting pressure on me to do so.

OP posts:
Original poster
b584 · 22/10/2014 17:21

So glad you lot agree that I did nothing wrong and I shall be putting this to my manager when I am back in on Friday,

Supervisor and Manager both agree I did the right thing but don't want customer complaining higher up so want me to apologise so it will be forgotten.

OP posts:
WerkSupp · 22/10/2014 17:23

They are better off without a customer like this. I'd refuse.

Gileswithachainsaw · 22/10/2014 17:23

She has no case to complain.

You'd be apologising for following the law Confused

Are they going to send her a complementary scratchcard ??? No because she has no valid ID

Bramshott · 22/10/2014 17:24

Can't you just call and say "I'm calling from X shop, I was the person who was unable to sell your DD a lottery ticket the other day, and I've been asked to call to apologise"? The if she kicks off about the alcohol say "I'm sorry about that, but as you know, it wasn't me who served you, I was on the till your DD came to to buy a lottery ticket". And repeat ad infinitem....

Topseyt · 22/10/2014 17:25

I would not apologise, and would set out in writing to the supervisor and management exactly why I wasn't going to.

She could not provide ID that you were happy with, so you did not sell her the lottery ticket. You did what you had to do, and that is the bottom line.

If they want you to apologise for doing the right thing then they are being ridiculous. Hell would freeze over before I would do that.

They seem very hung up on the possibility that they might lose these two customers. That is retail business though, I should think. Customers come, customers go. Many will be satisfied, some will not and will look for something (or someone) to complain about. In my book, there is such a thing as a professiona/serial complainer troublemaker .

VinoTime · 22/10/2014 17:27

Your store manager wants you to apologise to this cretin for not only abiding by the store's rules, but by the law as well? Are you a member of your union? Raise the issue with them immediately and REFUSE to apologise, OP. This is absolutely disgraceful.

youareallbonkers An NUS card is not an accepted form of identification for age restricted products. It is not an official 'proof of age' card and they are incredibly easy to fake. Passports, driving licences, anything with a PASS logo, etc is acceptable. The OP is not allowed by law to sell to any customer who produces an NUS card as a form of ID. It isn't valid and it isn't legal. It has nothing to do with the OP having a 'list of approved items'. Are you under the impression that any of us working in a customer facing role selling age restricted products just make up the rules willy nilly? Do you have any idea what the consequences would have been for the OP had she been discovered pandering to this little brat? She would have certainly faced disciplinary action in my store. And for what? A £2 lottery ticket? I think not.

itiswhatitiswhatitis · 22/10/2014 17:27

Don't apologise, there is still no guarantee she won't complain to higher management and it will be an even bigger mess if you apologise for something you didn't do?

Your managers are idiots!

Original poster
b584 · 22/10/2014 17:32

I have worked there for 3 years now and know most regular customers as it is a local convienience store, I did not recognise these customers so they can't shop there that much,
To be fair my manager is brilliant and I have never had a complaint about me before but he says we have to do it for the shop, but I won't, he can get someone to phone pretending to be me if he guarantees it won't go on my record. I don't give a shit, as long as it doesn't come back to me.

OP posts:
frostyfingers · 22/10/2014 17:34

If the manager is so keen then they can apologise on behalf of the store - absolutely no reason why you should apologise, and even if you had served them I'm not sure you should either. Cheeky woman, she's after a freebie no doubt.

crazykat · 22/10/2014 17:35

NUS cards do have your photo on or at least mine does. They don't have date of birth on them and you don't have to prove your date of birth when applying for one. You just fill in the form online and add a digital photo and put the name of the institution you're registered as a student in.

It isn't a valid photo id for age restricted products as the DOB isn't verified like it is for driving licence, passport etc.

You have nothing to apologise for. However your colleague who accepted the NUS card for the student discount when there was alcohol in the shopping could be in a lot of trouble as it would be seen as selling alcohol to a minor.

I don't blame anyone for refusing to sell alcohol if you don't have id due to the possible fine and losing your job even if it is annoying when I forget my id, I should e flattered as I'm 26 and have four kids but its frustrating at times.

TooExtraImmatureCheddar · 22/10/2014 17:36

Wait, what about the colleague who did sell the alcohol to the mum? Why isn't he in trouble? You can't prove that the drink was for the mother or for the girl, who was allegedly only 17, so why did he go ahead with the sale? I've been refused drink lots of times because although I had ID, a friend with me didn't. Rule for one, rule for all.

Is it the selling of alcohol she wants an apology for? When she got the alcohol she wanted? Bonkers. You didn't sell the drink, so no way should you apologise for that! And you followed the rules about the lottery ticket, so your manager should be backing you up!

whois · 22/10/2014 17:39

Fuck that.

Put in an email to store manager and also your area manager what happened. Say you don't feel you have anything to apologies, you refused the sale as per the law and dealt politely with her at all times. State you did not serve her alcohol as CCTV will back up. Done.

tinylttletrotters · 22/10/2014 17:41

Your supervisor was so wrong to agree to you ringing - they are in the wrong

You should not be apologising .

The supervisor should have done their job and told the customer that the till staff were correct

End of

LurkingHusband · 22/10/2014 17:43

Little confused here. Did the mother pay for the shopping with the alcohol in it ? Was she buying it for herself, or her daughter ? Is she aware it is an offence to purchase alcohol for minors ?

Topseyt · 22/10/2014 17:47

An apology from you could also be construed by the customer as your tacit acceptance of liability for the illegal sale of age-restricted merchandise.

If your supervisor wants you to put yourself in that potentially risky position then he/she is talking through their arse.

DesperatelySeekingSedatives · 22/10/2014 17:47

Madness! YANBU do not apologise for doing your job! The law is very clear- no I.D, no sale. an NUS card is NOT valid I.D and far as I know never has been.

The store "don't want to lose a customer" Hmm at that. better to lose one arsey foolish customer than their license to sell age restricted products surely? or huge fines for yourself, your manager and your store had you sold the lottery ticket and been caught.

Original poster
b584 · 22/10/2014 17:49

The colleague who served the mum the alchohol had allready approved the sale as the mum was on her own whilst the girl was at my till, We didn't know they were together untill I refused the lottery ticket and the girl went to her mum, moaned about me and then offered the Nus card to use on her mum's shopping,

She should have taken the bottle of wine out and refused to sell it but she didn't. Not my problem, They were more annoyed by my refusal to sell the girl the lottery ticket than by getting the discount which is why they made a big point out of getting my name and not my colleague's.

OP posts:
Adayinthelife · 22/10/2014 17:50

Don't apologise Op - there's no way you should apologise for someone else's mistake!

WerkSupp · 22/10/2014 17:52

They wanted to use the NUS card for a discount, too? This bitch sounds like a cheeky chancer! The colleague should have removed the alcohol from the purchase if they wanted to use the NUS card.

There is no way on Earth I'd apologise to this twat face.

HowlCapone · 22/10/2014 17:52

You just need to phrase your apology carefully.

I'm sorry you feel the service you received from me on X day was not up to our usual high standards.

JustShakeitoff · 22/10/2014 17:54

This reply has been deleted

Message withdrawn at poster's request.

TheRealMaryMillington · 22/10/2014 17:58

Do NOT apologise
Write this down and get your colleagues to witness it
What would you be apologising about anyway, selling alcohol to somebody clearly old enough to buy it? [cynical] and not selling a lottery ticket to someone who couldn't prove their age?

BuckskinnedAstronaut · 22/10/2014 17:58

You could call her and apologise specifically that she is upset that you didn't sell her daughter a lottery ticket. Then you have (a) called her, and (b) apologised, as requested.

If she kicks off about the alcohol thing you can politely say "I understand that you are upset, but I didn't serve you or sell you alcohol that day; I was on the other till."

Sallyingforth · 22/10/2014 17:59

You just need to phrase your apology carefully

No. If she tries to apologise and it isn't what the bitch customer wants to hear it will end up as an argument and just make the situation worse.

OP you have done nothing wrong, more than that you have behaved correctly under pressure. Well done!

messyisthenewtidy · 22/10/2014 18:00

Do not apologise under any circumstances. You will then be admitting culpability which could then be held against you. Write down everything that happened and take it to your boss's boss.