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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:
Meowstro · 23/07/2017 03:08

YABU. It's likely to be to ensure staff don't over run their contracted hours or are only paid for those contracted hours. You being in the shop bang on closing time shouldn't impact the company and it's staff, if they do it for you they'd have to do it for everyone and no one would get out on time - as you've said, there are usually queues at closing time which is unfair on staff.

If it was anything like the time I went to Costa on a Sunday and they cleaned then turned off the blenders and most of their machines at 4.15pm for a 5pm close which resulted in my order being wrong, then I'd be inclined to agree with you.

NoLoveofMine · 23/07/2017 03:08

So disappointed this wasn't about the pub.

FormerlyFrikadela01 · 23/07/2017 03:13

I would never go in a shop close to closing time unless I knew what I needed, and I'm talking running into the corner shop for milk type scenario.
I've worked retail, last minute shoppers are a pain in the arse. I worked in a supermarket whose tills automatically shut off and could only be over ridden by the store manager so we never serve after closing time. I also worked in a pound shop and got so sick of serving people 5,10,15 minutes after closing that I started sticking to my guns and shutting my till off dead on 5pm. Thankfully my manager was supportive.

Original poster
NK493efc93X1277dd3d6d4 · 23/07/2017 03:13

But this should not be about staff. The company policy should surely be to have staff available to conclude purchases for customers in the shop. Either shut the doors 15 mins earlier or pay the staff for 15 mins more. My complaint is about turning of the tills at the same time as they close the doors. The staff hourly rate really shouldn't come into the transaction.

OP posts:
Meowstro · 23/07/2017 03:15

VelvetSpoon Perhaps different policies with pay in different shops? Or, staff may have shifts that cover an hour or two past closing in some of them? In one of my jobs (not retail but office based) it was up to you to ensure you left at the end of your contracted hours - time in lieu and overtime was to be kept at a minimum which meant either planning to leave bang on closing or staying and not being paid for it unless previously agreed. I guess some places have issues with staff taking the piss with things like that/suspect their staff will but others are more generous.

winglesspegasus · 23/07/2017 03:21

our computers shut down tills at2 minutes after closing time
if one is being used it will funtion til transaction is complete.

only bookkeepers pc and manual override for doors.
did this so we wouldnt have to put up with inconsiderate people.
it takes 1-3 hours to clean, close,cashout and set sales for next day.

eleanor1989 · 23/07/2017 03:21

Most shops iv worked in or I visit now do not allow anyone in ten minutes before closing for this reason. To be honest, I've worked in places where we say "the tills automatically close at so and so time, but they never actually did. It's just easier than arguing with a customer that hung around till closing time and is now making you work unpaid. If you are in a cue or already being served though then we would still process your sale. As long as you have decided what you want and are not still deciding or adding to the sale

eleanor1989 · 23/07/2017 03:21

This reply has been deleted

Message withdrawn at poster's request.

FlyingFox95 · 23/07/2017 03:28

Can't be bothered reading through all of this so here's my take

You are being unreasonable. You taking 6 years to get to check out is no one else's issue. If you're incapable of completing your own purchase before the shop closes go earlier.

Meowstro · 23/07/2017 03:29

Sorry, reread your OP and if the tills close themselves down, that's the way the cookie crumbles. I still think even if it's a lie (although I'm sure I've heard of this mentioned before), staff shouldn't have to stay behind for you or any other customer. I've never been at a checkout at closing time (15 minutes before, maybe), you should plan accordingly.

AngeloftheSouth84 · 23/07/2017 03:32

Most other shops cajole customers to pay at closing time.
Can you not cajole yourself? Do you really need to be cajoled?

FlyingFox95 · 23/07/2017 03:39

The staff shouldn't have to stay late because you can't manage your time effectively.

Guepe · 23/07/2017 03:45

I agree that it's unusual for a store's tills to shut down immediately at closing time, but I'd be happy for it to become the norm.

We try to avoid shopping in stores close to closing time, and won't go to a restaurant that is due to close in anything less than an hour, out if consideration for the staff.

KoalaDownUnder · 23/07/2017 03:53

YANBU. This thread is bonkers.

They should have an announcement at 10 to 5 advising all customers to finalise their purchases. Then I'd agree with them.

In the OP's situation, it's just poor service.

And some people on this thread really, really shouldn't work in retail if they're so begrudging. I'm far from the thinking the customer is always right, but some of you are acting like the shop is doing them a favour by existing! Hmm

faithinthesound · 23/07/2017 03:55

I am the soul of customer service and will bend over backwards for customers. During our opening hours.

Once we're closed, and you're still dragging your heels, you've demonstrated that you have no regard for me as a person, so I don't see that we should have any regard for you.

And for the record, my store DOES have a 15 minute, a ten minute, and a five minute announcement. It's funny how customers can ignore all three of them and keep on shopping, and act like closing time crept up on them. We can do everything right and there will STILL be customers ready to take advantage of the fact that we can't leave until they do.

ortensia · 23/07/2017 04:01

It's kind of rude to expect to pay once the store is closed. If ever I have to dash into a shop in the last half hour or so before closing then I really do rush, and I keep an eye on the time.
Most dept stores do make announcements, asking you to make any final purchases then to make way to the tills, the final one being 'the store is now closed'

KoalaDownUnder · 23/07/2017 04:04

Once we're closed, and you're still dragging your heels, you've demonstrated that you have no regard for me as a person, so I don't see that we should have any regard for you.

That's completely ridiculous. I have clients who won't sod off out of my office even once their appointment is over, or who call me out of hours. It doesn't mean they 'have no regard for me as a person', it just means they see me as a means to an end. Which, frankly, why wouldn't they? It's a business relationship, they're not my mum.

It's up to me to put boundaries in place. Just like it's up to retail outlets to tell their customers when the tills are closing, BEFORE it happens. If the customer is still demanding, I agree with you. But not in the OP's case!

KoalaDownUnder · 23/07/2017 04:06

Working retail is shit, I'm not denying it. I just think OP is copping it on behalf of all the bad customers out there!

ortensia · 23/07/2017 04:07

OP should have kept an eye on the time when shopping so last minute, rather than presuming she'd be able to pay at closing. It's quite inconsiderate.

Longdistance · 23/07/2017 04:11

Oh god, you're one of them aren't you? Pain in the arse customers who come in last minute, and makes the likes of us workers work later, and get home late 🙄

YABU massively. It's people like you that have made me late picking up my dc from school/childcare 😡

elfinpre · 23/07/2017 04:45

The OP was a bit late coming in, but was only still there at 6 because of the store's pricing error. When I worked in a shop we'd have certainly made sure that the customer could make that purchase. They sound rather jobsworth.

Bricks and mortar shops need to offer something different from online shopping. Going the extra mile with customer service should be one of those things. However, most retailers have cut corners so much and pay staff so little that instead of excellence it breeds indifference and beligerence.

Meowstro · 23/07/2017 04:50

KoalaDownUnder Hmm I, for one, am an adult and don't need a count down. If you know a shop is closing soon, keep an eye on that. Also, OP doesn't mention whether there was a warning about closing or time of arrival, so may well have been aware.

It's on par with parents who turn up late at the school gates, get pissy about the gates being locked and try to blame their child's lateness on that. Take some responsibility for your own basic timekeeping.

Pengggwn · 23/07/2017 04:56

This reply has been deleted

Message withdrawn at poster's request.

Mummyoflittledragon · 23/07/2017 05:05

Most other shops cajole customers to pay at closing time. Presumably they pay their staff to conduct transactions at that time.

So you make a habit of this. Even better. Christ on a bike. You take exception to Laura Ashley. I take exception to customers like you. I used to work in retail. I frequently worked past the time I was paid til: 6.15. And the shop closed at 6. We had to tidy, hoover and mop the floor before we left, which was never before 6.30. There was no bloody overtime and the pay was crap so the likes of you made me work 15 mins extra for free. Inform yourself before making such ridiculous statements.

mohuzivajehi · 23/07/2017 05:07

The shop has every right to program the tills to shut down at 6. What was bloody inconsiderate was then not to have an automated tannoy announcement at 5:50, 5:55 and 5:58 to say "please make your final purchases now, the tills will switch off and staff will be unable to serve you in 10/5/2 minutes" - and the staff member doing the price query should have warned you too.