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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To think this is really bad customer service

37 replies

Nocabbageinmyeye · 18/02/2018 20:31

I will be as brief as I can but it's a bit long, sorry. I am Irish and living in Ireland (relevant)

On Tuesday I bought a jacket at a large international retailer, I paid with a One4All voucher (you know the type accepted across hundreds of different retail outlets). Anyway, when I was paying i asked if i could return it if not suitable and get the refund to the gift card, I was told no problem at all.

So today I went with my DC's to return the jacket. The girl that served me was so abrupt and rude, she told me she couldn't return to the card, I told her I was told i could, she said no, I said I would take a cash alternative, she said no, she was really rude and was raising her voice, I asked her not to raise her voice to me and I asked for a manager, she said she was one. After a few minutes she went to get a colleague, she asked the problem, I told her and I said that I was really not impressed with how I had been spoken to. The original assistant then pointed at me and really sternly/rudely says "You Irish I thought you were supposed to be friendly", I said my nationality was nothing to do with it, I asked where she was from and she said Croatia, I said if I started a sentence with "You Croatians" to her it wouldn't be accepted and that worked both ways. At this point I am getting upset, there are other people in the queue, the other girl issues me a refund card (not offered to me by other girl), I said I wanted their names on the receipt as I was calling customer services. I leave upset.

Go to car with kids and call customer service.

After the call I realised I left my original gift card in an envelope on the counter when I left, it has more money on it so dd (12) goes in to ask, she says "My mam was in a few minutes ago and left an envelope with gift card on the counter", rude assistant says nobody left anything and turns away, dd stays for a minute not sure what to do and the assistant turns back to her and says is she sure, dd said yes it's s One4All card and the assistant said "Oh yeah the rude lady I remember now" and took it out of a drawer.

I am so annoyed, I was never rude at any point, obviously there was more over and back and I won't bore you with anymore she said this and she said that but I was never rude, for a finish I told her she had no business in a customer facing role but that was it.

I am waiting on customer service to email me back so I can tell them what she said to dd. Aibu to think that's not on at all? The customer service lady said she would email me a reference number this afternoon but she hasn't, aibu to follow it up if she doesn't?

OP posts:
LondonHereICome · 18/02/2018 20:34

I don't know if yabu or not

In posts like this I always think I'd like to hear the other persons side

McTufty · 18/02/2018 20:36

YANBU about her saying that to your daughter, even if you had been rude. Not nice for a child to hear someone be mean about their mother.

DSHathawayGivesMeFannyGallops · 18/02/2018 20:41

Scandinavian retailer, 2 letter name by any chance? YANBU, the girl was very rude, her "Irish" comment was offensive and the way they spoke to your daughter was, too.

YABU to use a one4all card though, they're a pain in the ass to ring through on quite a few tills. The assistant may have been correct in saying she couldn't refund the card, but she should be able to offer credit. Unless it's the retailer I think it is, which has very strange rules and staff that apply them rigidly in some branches.

LikeARedBalloon · 18/02/2018 20:45

I'm guessing TK MAXX ... had similar problem with a oneforall card in there.

Original poster
Nocabbageinmyeye · 18/02/2018 21:02

No it's neither, the only reason I didn't say was I wanted to see if customer service replied before saying anything negative and naming them.

I actually would have been fine with a store card if original lady had offered it but she didn't. I would have been a bit miffed because I had been told it could go back on the One4All card but I would have be fine with it as it would have gotten spent eventually anyway.

I didn't realise they were a pain for the retailer as it was a gift

OP posts:
Original poster
Nocabbageinmyeye · 18/02/2018 21:05

I was offended at the Irish comment, it was the tone in which it was said too and the pointing finger, I didn't like it at all.

Dd was fine, annoyed but I had told her just to take the card and leave before she went in

OP posts:
buckeejit · 18/02/2018 21:09

That was rude. Even if you were rude she shouldn't have said that

LondonHereICome · 18/02/2018 21:13

The store was under no obligation to take back the jacket at all.... let alone give you cash/credit!

No, money can't be put back on those pita cards. They are lazy gifts which cause nothing but agro at the tills

buckeejit · 18/02/2018 21:14

London, it's not OP's fault if the cards are rubbish-the card creators should make them better & it's unlikely the OP bought it herself

Uhuhhoney · 18/02/2018 21:17

Ah sounds like Zara

FuckingHateRain · 18/02/2018 21:18

With rudeness like this, record it instantly on your phone for evidence
Yanbu

TakemedowntoPotatoCity · 18/02/2018 21:22

I've ever heard of these one 4 all cards. Just googled them and still don't get it. What's the point of them?

Hownow39 · 18/02/2018 21:22

LondonHereICome

*The store was under no obligation to take back the jacket at all.... let alone give you cash/credit!

No, money can't be put back on those pita cards. They are lazy gifts which cause nothing but agro at the tills*

Well they actually are lol

FuckingHateRain · 18/02/2018 21:25

No, money can't be put back on those pita cards. They are lazy gifts which cause nothing but agro at the tills

What you on about? Gift cards are currency!

TakemedowntoPotatoCity · 18/02/2018 21:27

Seems easier to just use, oh, I don't know, that stuff called money

eosmum · 18/02/2018 21:29

Love to know where you were. I'd avoid. Those cards are great, loads of places accept them. they are no more a lazy gift than any voucher is. But I would always assume that the shop cannot add back on to them, and would only give their own store card on a return. The problem is you were told one thing on purchase and another on returning.

Original poster
Nocabbageinmyeye · 18/02/2018 21:32

Yes TakemedowntoPotatoCity money would be easier but it was a gift, gift vouchers are pretty common gifts and these are accepted in hundreds of places so in theory they should actually be a good gift

Londonhereicome to be fair I asked in the store if it could be returned and refunded to the card so it would be fair to assume I could do both

The store in question is actually usually pretty good at customer service in my experience, well I certainly have had no problems before today

OP posts:
Ssssurvey · 18/02/2018 21:33

OP already said that she checked at the point of purchase whether the item could be returned and was assured it could, so regardless of whether the card is a pita the store had already provided the wrong information and should have been apologetic.

Original poster
Nocabbageinmyeye · 18/02/2018 21:36

Just to be clear, the gift voucher thing was a pain to be told one thing and another happen, as I say I would have taken a store card had original lady offered, but I don't make these cards, had no idea they were a pain for the retailer and I think pointing at me and saying "You Irish" is offensive, then calling me rude to dd, when I wasn't, well that must have made her feel very big!

OP posts:
TheLegendOfBeans · 18/02/2018 21:41

YANBU OP. If someone said "You Scots" to me when they were obviously pissed off at you - reprimanding you even - I'd be tempted to dentally rearrange them.

LondonHereICome · 18/02/2018 21:42

hownow no they aren't. Unless faulty no store is obligated to take anything back

LondonHereICome · 18/02/2018 21:43

haterain what 'I'm on about' is there's no faculty to reload the one4all ( post office) cards. None. You can't add anything back onto them once used.

e1y1 · 18/02/2018 21:48

YANBU at all; even though a customer should never be rude to an assistant, (I’m not sayin you were OP), store assistants are there to serve the customer and should always be courteous even if they can’t do what they’re being asked,.

I’m never rude to a service rep/assistant for doing their job/following process, but if they themselves are rude, then all bets are off.

So definitely complain, you aren’t unreasonable and have received disgusting service.

DuchessofStBridget · 18/02/2018 21:57

Bloody hell, you can tell you're on AIBU when people are criticizing the OP for recieving and using a gift card. Hmm

Retailers aren't obliged to accept non-faulty returns by law, but they are generally expected to abide by their own returns policy. Even if the original cashier misinformed the OP, the second cashier could have handled it a lot better by the sounds of it.

(FWIW, I'm a cashier as well.)

HolyShmoly · 18/02/2018 21:58

Hard to know about some of this but You Irish I thought you were supposed to be friendly is offensive and not acceptable. Neither is denying that you left the gift card there. If your daughter had just taken that answer and walked away what was she going to do with it?

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