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Original poster

Horrible interaction in New Look

333 replies

lanbro · 23/01/2025 20:12

Just bought something in New Look, interaction at the till as follows:

Till operator: what's your email for your receipt?
Me: no thanks, I'd like a paper copy please
TO: it's a digital receipt
Me: I know, but I'd prefer a paper copy please
TO: what, you don't have an email address?!
Me: of course, but I'd like a paper copy
TO: fine, it'll take a minute. Why don't you want to give me your email?
Me: I get 100s of spam emails, I don't need anymore thanks
TO: OK, no need to get angry!
Me: I'm not angry but I'm cross that you're being so persistent when I said I didn't want to (may have sounded louder than intended)
TO: don't speak to me like that! That's it I've had enough, don't talk to me!

I said fine, I'd talk to the manager, who happened to just approach the till area. Clearly backed her staff up, unsurprisingly, TO denied the part of the conversation where she'd incredulously enquired about me even having an email, and tried to withhold my paper receipt. I just stated to please give me my receipt but I was furious! Customer service non existent. I understand why they want to send receipts but me saying no should have been accepted surely, and not pushed on me, in a snotty manner

Both TO and manager late teens/early 20s, probably working for NW on not much above so I wouldn't take it further but it's really annoyed me!

YABU she was just trying to do her job
YANBU Terrible customer service

OP posts:
Herewego25 · 23/01/2025 20:15

I had it in New Look too so it must be their training. She spoke to me like I was a naughty child, and how I better not lose my paper receipt.

2025willbemytime · 23/01/2025 20:17

I've not set foot in NL since I heard a staff member being rude to a customer then spiteful about her when she left. I gave them my thoughts and left.

grafittiartist · 23/01/2025 20:19

Oh I know. They have to ask.
I refuse, but I feel really bad doing it- they are clearly made to do it.

FoxtonFoxton · 23/01/2025 20:20

How weird! I've been asked and have also declined, but I've never had it pushed beyond the no. Would really put me off shopping there again.

Cattreesea · 23/01/2025 20:20

I never buy anything from them.

Email their head office and lodge a complaint.

Original poster
lanbro · 23/01/2025 20:21

grafittiartist · 23/01/2025 20:19

Oh I know. They have to ask.
I refuse, but I feel really bad doing it- they are clearly made to do it.

Loads of places ask things that they're obviously meant to, but don't then have a go at you when you say no. I've worked in retail, I know what it's like, and I also know, that no the customer is not always right...but you're not meant to be rude when people say no!

OP posts:
Original poster
lanbro · 23/01/2025 20:22

Cattreesea · 23/01/2025 20:20

I never buy anything from them.

Email their head office and lodge a complaint.

I'll just vote with my feet, it's rare enough that I go in, and plenty of other places to buy similar for my dc

OP posts:
Nigellasrockyroad · 23/01/2025 20:23

They’re introducing this is in Dunelm too. Signs everywhere saying they are going paper free. I’ve always been offered a receipt without asking. Must be my middle aged/ don’t mess with me/ resting bitch face 😀
I do feel sorry for the staff though. Having to promote something that isn’t popular.

Rocksaltrita · 23/01/2025 20:24

She was wrong to be so rude and to accuse you of being angry when you stood your ground! They’re always pushy in there and like to warn you what might happen if you happen to lose the paper receipt. I always reply with a pithy comment about not bothering to return something so cheap even if there was an issue… Yep, petty!

bellsend · 23/01/2025 20:24

I hate this about NL. Never had a problem saying ‘just a paper receipt please’ though.

annoying and frustrating but I’d just forget about it

PuppyMonkey · 23/01/2025 20:24

I had this in New Look a month or two ago. I said I didn’t want to give my email and she said they were no longer giving paper receipts due to “the environment.” Bullshit. I just kept repeating “no” and she eventually gave me a paper receipt but was really huffing and puffing and said next time, I wouldn’t be able to have one.

Haven’t stepped foot in the shop since so job done New Look. Grin

user1485155939 · 23/01/2025 20:24

Had exactly the same in New Look, avoid it now because they were so insistent and then rude when I said no 🙄

Shubbypubby · 23/01/2025 20:25

You've posted this before not so long ago.

gamerchick · 23/01/2025 20:26

I hate the extra time than needed at the till in general. My hackles go up at being asked for my postcode. Just take money and give me a receipt ffs .

Happyher · 23/01/2025 20:29

My email address is basically my name so I don’t like giving it out in public, it’s up to each of us to decide who we give our personal email to.

Treacletreacle · 23/01/2025 20:30

Zara wanted a mobile number. I was like no thanks i have a paper receipt. Email address was bad enough but now fishing for mobile numbers too.

SaulHudsonDavidJones · 23/01/2025 20:30

It's infuriating. I refused to give my email, asked them for a paper receipt and was told that till didn't do paper receipts. So I left without a receipt, knowing I'd be buggered if I had an issue with the item. Honestly, it's made me choose to not shop in New Look again.

Winterskyfall · 23/01/2025 20:30

I would email New Look with all the details.

Puppylucky · 23/01/2025 20:30

It's not just New Look either. I returned an item to Hobbs the other week and they asked for my email as (an unnecessary) part of the returns process. When I told the lady serving me that I preferred not to share my details, the manager butted in telling me that I "had to".
I responded that I didn't have to do anything, he sulked off, and my refund went through but it was a really unpleasant experience.

devildeepbluesea · 23/01/2025 20:31

Pisses me right off this email receipt bollocks. I just keep repeating - no thanks, I’ll have a paper one.

Pandimoanymum · 23/01/2025 20:32

Rocksaltrita · 23/01/2025 20:24

She was wrong to be so rude and to accuse you of being angry when you stood your ground! They’re always pushy in there and like to warn you what might happen if you happen to lose the paper receipt. I always reply with a pithy comment about not bothering to return something so cheap even if there was an issue… Yep, petty!

Gosh, it’s almost as if paper receipts never existed for decades before email/t’interweb and people managed all the time to not lose their paper receipts. Though I’m very old and I remember the pre-Internet days; a lot of the assistants probably don’t.

namechangetheworld · 23/01/2025 20:33

lanbro · 23/01/2025 20:21

Loads of places ask things that they're obviously meant to, but don't then have a go at you when you say no. I've worked in retail, I know what it's like, and I also know, that no the customer is not always right...but you're not meant to be rude when people say no!

Show quote history

At what point did she 'have a go at you'? Sounds like you raised your voice over something trivial and she reacted accordingly to be honest.

They're told to discourage paper receipts by management. That's what she did.

RedRiverShore5 · 23/01/2025 20:34

A lot of their shops are closing, hopefully they won't be around much longer, ours closed, dreadful shop

Embroideryemma · 23/01/2025 20:34

It’s it illegal for them not to provide a receipt? I thought it was part of the VAT rules that they have to.

Potsofpetals · 23/01/2025 20:35

I’ve set up an email address for receipts with a rude address about their practices. I don’t give a shit if they think I’m childish. It sends the right message