Why was the lady in next so rude??

[Dippypippy1980]

I nipped up to next to collect a small item I had ordered - when he parcel arrived it was huge - clearly not the correct item. I laughed said there was a mistake and checked the name.etc.

The manager came over and was incredibly rude to me - so rude in fact I as close to walking out. I simply wanted to return the item.

I feel like I have missed something - she acted like I was trying to scam them. I had ordered a baseball cap, but hey sent a large hold-all bag. The bag was far more expensive, so surely if I was trying it on I would have taken the bag??? They scanned it and the tags were wrong, absolutely nothing to do with me.

I am still really puzzled by the whole episode. I know some people can be bad at customer service, but this lady seemed really angry with me? I was polite and friendly throughout - but at one point asked her is there was a problem.

Not really an AIBU - more a WTF. Is there a scam she thought I was guilty of??

Make a complaint.

What did she say?

Just complain. There is no need for rudeness, especially when you were collecting an order. How the hell would you be running a scam if you refused to take the bigger item? Some people just shouldn't be in customer facing roles.

She was having a bad day.
She'd rather be in the pub eating her roast.
She'd had a row with her bf.
She wanted the hold-all.

I had similar in next with a directory parcel. The lady shouted at me like I was thick. When I said I didn’t understand, she said the same retail jargon, but louder than before. She was thinking I was scamming her for some reason. Really weird.

I would contact Next and complain.

what did she say

I work for them & they are sticklers for customer service. We could never get away with behaving so poorly towards you. If you complete their online survey about your experience it will penalise them massively. Not just the individual but the whole team. They will receive no bonus if it brings their service score down low enough (1 complaint is easily enough to do this). We constantly have to be hitting 90%, anything less than 85% & we're all getting a *ollocking 😂

Yup, complain.

She is just a rude person clearly. Probably anoyefrged you create work for her.

I've had shoes mislabeled before by Next. When I went in to collect my order they'd got it completely wrong.

of course complain. Next is ridiculously expensive for what they are, their delivery fees are a joke. The least they could do is have some decent customer service.

In a situation like this, I'd certainly complain. Rude behaviour like that is inexcusable - it is not only ill-mannered, but can be upsetting and intimidating to some customers.

I usually try to put myself in another person's shoes before I complain, and ask myself if my attitude was bad - but it's obvious here that you have done nothing wrong. In fact, you were remarkably patient with her.

Definitely complain.

They are usually very polite in Next so I would maybe say she had a problem, possibly not a manager at all?

what did she say?

I've had to contact Next customer services previously to make a complaint about a very strange member of staff.

She was very abrupt. Asked what mu customer number wasn’t - when I said I did t know she made a huffing noise and rolled her eyes. She kept saying his isn’t your parcel, why do you have it. I explained it had just been brought out for me.

I said I order a different item - but same colour and sameness brand. It was almost as if she bought I had switched the labels - but there is no earthly logic to that. I just kept saying I wanted to return it, and she said it’s not even yours how do you expect us to return it. I 5em said I would phone next myself to get it sorted out. She then softened a little said she would return it.

Very boring story sorry - it was more her tone, the lady at next till kept raising her eyebrows and smiling at me. People in the queue stopped their conversations to watch. I was quite embarrassed- felt like I had done something wrong. But I don’t see how or why she would be suspicious - there is no way for me to gain out of the situation unless I took the bag - which I clearly did not want!!!!

I might complain tomorrow. It’s just so odd I don’t think I could explain it properly.

Sorry for the typos - on my phone in the car (not driving!!).

I 5em said I would phone next myself to get it sorted out. She then softened a little said she would return it.

I'll bet she did, the cow!

If you'd returned it with the explanation you've given here, she would have got her head in her hands to play with!

(As we say oop North)

Did you order a red baseball cap?

I had similar with John Lewis. I ordered some shoes and they sent the wrong size. The box was correct, but the wrong size was inside. I took them back and they were really rude and said I couldn't return it because I hadn't brought back the correct item.

They kept saying "but you've put the wrong shoes in the box". I was saying "I haven't put the wrong shoes in the box, you have, that's why I am returning them." They point blank refused to do it instore and in the end I had to post them back to them with a covering letter. They did refund in the end but they were pretty stroppy over it and not at all apologetic. I was a bit taken aback because I've never known JL to be like that - I can only assume they too thought I was pulling some kind of scam. But what? They were the same shoes, just a different size.

Did you manage to get sorted in the end up? Some people in retail lack basic people skills never mind customer skills!

It comes down to her having to work for no commision

I hope it’s sorted - will have to check online later.

Not red?