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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To expect to be able to make a purchase at closing time.

760 replies

NK493efc93X1277dd3d6d4 · 23/07/2017 01:27

I was in Laura Ashley today just before closing looking to buy a picture, The assistant showed me the display item which was still marked up at full price and then went over to the tills to check the sale price for me.

Yes I'd like to buy it I replied - only to be told that sorry you can't do that today as the tills are closed now. I checked my phone, bang on 6pm, closing time. I queried this as I have never come across this before. I have been in plenty of shops that advise customers to go to the tills at closing time, but none who refuse to make a sale on the dot of closing.

I said as much to the assistant who looked apologetic and consulted senior assistant. The tills close themselves down at 6pm she advised me. if you want to buy it you'll have to come back in the morning. Don't worry the sale is on until Monday.

Is it unreasonable to expect to complete a purchase when I am already in the shop at closing time?

OP posts:
Ragwort · 25/07/2017 08:56

Plenty of shops are closing - it's pretty obvious that those who offer a poor customer experience will be the ones that close - not of course the only reason, but it is one of the reasons. Why would you go to a shop where people are unhelpful? And yes, I work in retail - but personally I like my customers and very, very rarely encounter any difficult ones.

Rufustherenegadereindeer1 · 25/07/2017 08:59

why would you go to a shop where people are unhelpful? And yes, I work in retail - but personally I like my customers and very, very rarely encounter any difficult ones.

Absolutely agree but in this case the SA was not being unhelpful and no one on this thread has said they wouldn't help a customer finish an on the dot transaction

A couple of SA have vented on what is supposed to be an anonymous forum about the occasional annoying customer and a number of other posters have extrapolated that out

WhatToDoAboutThis2017 · 25/07/2017 09:00

I like my job and my customers too. I don't like the attitude some people have about anyone who works in retail, which then spills over into how they treat retail staff and how they expect everyone to bend over backwards for them.

ChardonnaysPrettySister · 25/07/2017 09:03

Those if you who speak with so much annoyance and contempt for people who shop last minute in supermarkets, has it never occurred to you that they might be on a tight budget and depend on the end of the day mark downs?

Also, Hmm for the statement that customers aren't integral to shops.

WhatToDoAboutThis2017 · 25/07/2017 09:23

Those if you who speak with so much annoyance and contempt for people who shop last minute in supermarkets, has it never occurred to you that they might be on a tight budget and depend on the end of the day mark downs?

Laura Ashley does not do end of day mark downs so that is irrelevant here.

Also, hmm for the statement that customers aren't integral to shops.

That one customer I alluded to isn't, all by herself, integral to shops.

ChardonnaysPrettySister · 25/07/2017 09:26

There were plenty of posts deriding last minutes customers in supermarkets.

reuset · 25/07/2017 09:36

Ignore coconuttella, she had a couple of angry, disproportionate, rants last night Grin

ginnystonic · 25/07/2017 09:40

Refusing to serve somebody after the shop has closed is not bad service.

Rufustherenegadereindeer1 · 25/07/2017 09:47

although I appreciate that chardonnay is referring to people deriding customers last minute shopping and i know she is not talking about me

I think again that most people have no problem with a last minute, ie 5.59, run for a carton of milk

A few posters are certainly very unhappy with those that load up a full trolley at that time

I suppose it depends on your definition of last minute,

LaurieMarlow · 25/07/2017 09:49

I've only read the first couple of pages, but I'm absolutely gobsmacked at this thread.

OP, you aren't being unreasonable at all and I'm staggered at the attitudes of those who couldn't be arsed serving a customer who entered a shop while it was still open, with some time to spare.

If you let a customer in, you damn well serve them (unless they literally want to be there hours). That's good service. The 'uh oh, computer says no, I can't stay a minute past my contracted hours' is shit service, don't kid yourself.

I work in an industry where a client might ask me to do something that requires staying hours after my contracted times, picking up work in the evening, working the weekend. This is normal practice for many of us. Without clients we have no business, so while i don't exactly relish it, I have to do it.

So, of course many of us are appalled that retail staff wouldn't stay a minute or two extra. And if that's your attitude, please don't be surprised when internet shopping makes you surplus to requirements.

Rufustherenegadereindeer1 · 25/07/2017 09:51

I'm staggered at the attitudes of those who couldn't be arsed serving a customer who entered a shop while it was still open, with some time to spare

Would be interested in seeing these posts as i dont remember seeing anyone say that they would refuse to serve a customer in the middle of a transaction or if they came in before closing...lots of posts though so i may have missed them

oblada · 25/07/2017 09:52

Oh and yes now that I think of it it's the same in my job: I deal with clients via the phone principally and a client may call 1 minute before I am due to leave, I will still deal with that query even if it takes 30minutes or more, that's just part of the job! It can be stressful if for some reason I need to get off on time but it's just how it is and I wouldn't deride clients calling at that time, they call when they can/want and really I need them so that I can make a living :)

reuset · 25/07/2017 09:54

I've never worked in retail, but I wouldn't go into a shop in the last couple of minutes I think it's inconsiderate. And on a more practical note, and depending on shop policy, there's a very good chance you might not get served on closing.

OP was not dashing in for milk, or other essential, but a huge metre wide wooden plaque, needing price checking, locating, and not easily carried by one person. Who would attempt that! To me that's a shopping trip to be conducted when you have more time.

reuset · 25/07/2017 10:00

And on a less serious note, and as an art lover, the OP gets a yabu for having such hideous taste. Grin. Though I still think she's leg pulling about the monstrous plaque.

Missolford33 · 25/07/2017 10:02

Unless you've actually worked in retail you don't have a clue. I enjoy my job and I enjoy the majority of customers I serve, many as I don't work in a large chain comapany are regular customers. I am happy and willing to help anyone but unfortunately you get the ones that come in thinking you should wait for them to take their time and do what they like when your trying to close up to the point you practically have to throw them out or they wouldn't leave! No exaggeration.. could actually write a book about the things customers expect from you that is not actually your job so if you manage to keep smiling and be polite whilst explaining to a customer why you cannot just give them it for the price they'd like it at then your doing well.

Alicia555 · 25/07/2017 10:04

I used to work for a big high street retailer, the store manager would tell us to "give as good as we get" from customers and it didn't matter how rude we were because customers would always come back as we were the cheapest! Fyi the shop is still going strong!

LaurieMarlow · 25/07/2017 10:14

I worked in retail for many years. I've also worked in different industries. The demands on my time, patience, resilience are infinitely greater in what I do now than they were in retail.

Whatever someone up thread said about no customers, no job is spot on. Internet shopping continues to grow.

urkidding · 25/07/2017 10:22

You are not being unreasonable. Their IT system is flawed. Closing time should be 5.30 to give last customers time to pay, or tills should be open until 6.30. The system is out of sync with the staff. The staff should be paid until 6.30. This is a retail company which should examine its operations to succeed in a competitive sector.

urkidding · 25/07/2017 10:22

You are not being unreasonable. Their IT system is flawed. Closing time should be 5.30 to give last customers time to pay, or tills should be open until 6.30. The system is out of sync with the staff. The staff should be paid until 6.30. This is a retail company which should examine its operations to succeed in a competitive sector.

urkidding · 25/07/2017 10:22

You are not being unreasonable. Their IT system is flawed. Closing time should be 5.30 to give last customers time to pay, or tills should be open until 6.30. The system is out of sync with the staff. The staff should be paid until 6.30. This is a retail company which should examine its operations to succeed in a competitive sector.

LaurieMarlow · 25/07/2017 10:23

My store closes at nine on a Friday. When the clock strikes nine, as far as I'm concerned, you stop being a customer and start being a trespasser.

Dear God, I've just seen this. If anyone in any other industry had this attitude, they'd be out of a job so fucking quick you wouldn't believe.

Rufustherenegadereindeer1 · 25/07/2017 10:27

well obviously Laurie

But i will put money on the fact that that poster takes pride in their job and never gives the customer as much as a sniff that they are annoyed with them

Cos thats good customer service

gandalf456 · 25/07/2017 10:29

Internet shopping doesn't necessarily kill jobs, it just changes them. They still need someone to pick and pack stuff and respond to emails

Rufustherenegadereindeer1 · 25/07/2017 10:34

gandalf

Agreed, most shops on the high street are being killed off by their internet presence (cos they are greedy and stupid)

MsLexicon · 25/07/2017 10:38

Some charming replies attacking the OP. If I was the OP I would be asking Laura Ashley not Mrs Grumpybum of Trolltown