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AIBU?

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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:
xRobin · 23/01/2025 20:35

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

I’m 32 and pregnant. I recently went into store and asked if they hold a maternity section in the store to be met by a young 20 something who literally said “urgh, no, that’s all online”.
She said urgh! As in, gross!
I just stood there in shock 😂 NL staff are b*tches and I’ll die on that hill.

Gagaandgag · 23/01/2025 20:35

Don’t just vote with feet - email head office!!

Itiswhysofew · 23/01/2025 20:35

YANBU. Write a complaint. She wasn't slow to be rude to you, so why shouldn't you bring it to their attention.

namechangetheworld · 23/01/2025 20:36

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

To who, the minimum wage worker on the tills?

Yeah, that'll show em.

Axelotl · 23/01/2025 20:36

That would annoy Me!

White Stuff gave me the rage because they would always ask for my postcode at the till. I would say no, but the asking annoyed me. It just felt very intrusive when I'm just trying to buy something.
That branch has shut now so..

ScholesPanda · 23/01/2025 20:37

Sounds awful, well done for standing your ground.

I disagree that you shouldn't complain because it's minimum wage. I have done mw jobs, and I've campaigned to see the mw increased. I still expect people to actually do their jobs to the best of their ability and treat paying customers, like err...paying customers.

Knowitall69 · 23/01/2025 20:37

This reply has been deleted

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Jammy135 · 23/01/2025 20:38

I also created an email address specifically for receipts. It's literally reciepts4name@provider hahahaha. I never look at it it's just there so I don't share any of my details

WillimNot · 23/01/2025 20:38

Complain to head office. In my retail days we'd have been sacked for behaviour like that

I had the same in New Look, popped in to buy something for DD. They asked me for my email to send the receipt to. I said no thank you. Girl looked at me like I'd said I'd like to punch her. Says "no, you have to give me your email address". I again said, no, thank you. It's my data and I'm. Ot under any obligation to provide it. If I need a receipt, please print one.

She rolled her eyes at me and printed one. Not been there since.

Fabulastic · 23/01/2025 20:38

I never go to New Look but I am a fan of email receipts as I then have a record of purchases so it wouldn't bother me at all.

PiastriThePastry · 23/01/2025 20:40

I’d say it’s a bit of both really. It is shit customer service and I get so annoyed with constantly being asked for an email address when I just want a paper receipt (if that to be honest!) but equally it probably is just some young woman doing her job and getting annoyed that she has to keep having the same conversation over and over… and not really getting the tone / attitude right.

PuppyMonkey · 23/01/2025 20:41

All right @Knowitall69. BTW you don’t need that many exclamation marks and an ellipsis is generally just three dots like this…

MyUmberSeal · 23/01/2025 20:44

This reply has been deleted

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Your username is apt.

mashingwachine · 23/01/2025 20:44

I am autistic and I really struggle with giving my information to people, be it name, address, phone number or email. It's not for privacy reasons I just feel very uncomfortable saying these things to people. I wish I was able to explain it more but I actively avoid shopping in places that require that kind of interaction.

MJconfessions · 23/01/2025 20:44

I used to work there and I’m sure that email receipts are one of their KPIs like the manager likely forces the staff to push digital receipts so she certainly isn’t going to entertain complaints about it. Ultimately for every 1 of you that complains, 100s of customers just go along with it, which makes her stats look great

2025willbemytime · 23/01/2025 20:45

PuppyMonkey · 23/01/2025 20:41

All right @Knowitall69. BTW you don’t need that many exclamation marks and an ellipsis is generally just three dots like this…

Told you off and didn't even get it right...

Eminybob · 23/01/2025 20:45

Same happened to me last year. I made a thread about it.
The staff member told me they "don't do paper receipts". Blatantly lied to my face then had to sheepishly pull a receipt out from under the counter when I was persistent I wanted one.

Terrible customer service. I do feel for the staff thought, they clearly have targets to meet and have been trained this way.

mandarinchocolate · 23/01/2025 20:46

@Knowitall69
If you're going to comment on grammar it is better to be correct in what you write...
(FYI it's 3 dots...)

Mittens67 · 23/01/2025 20:47

I often think how customer service has gone drastically gone downhill when reading frequent threads started by retail staff moaning about customers.
Manners on both sides cost nothing and rudeness should not be tolerated from either but I do think there is a victim mentality amongst some shop workers which almost looks for offence as an excuse to flounce off.

Deeperthantheocean · 23/01/2025 20:47

Something new I've learnt today! Not been in NL for a while but used to go quite often. The cashiers have been trained to push for e mails I guess, as back in the day I did for certain extra products. People just want to buy their item and go, like they did then, not feel pressured. 😒

Brickiscool · 23/01/2025 20:47

New look near me says their till no longer prints receipts so it's email or nothing.

I have a separate email address for receipts now

ohyesido · 23/01/2025 20:48

I've had a New Look manager behave like this too. Unfortunately some people don't understand the difference between assertiveness and plain rude hostility

Doggymummar · 23/01/2025 20:48

I heard the assistant in Robert Dyas being like this with a lady who must have been mid seventies, the lady was getting really upset. I stepped forward and said please give her a till receipt. Which she did.

PuppyMonkey · 23/01/2025 20:50

Yes I got told the till “couldn’t do a paper receipt,” but then eventually they gave me a paper receipt. It’s a miracle, I tell you.Grin

peachystormy · 23/01/2025 20:50

She was a cheeky cow and I would be raging aswell. If it was me
I would email head office

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