Horrible interaction in New Look

[lanbro]

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

Another shop to avoid! Not that I shopped there anyway.

Do shops want customers these days? Customer service is an all time low.

New Look clearly have a very tough policy for their staff - I would imagine any staff member who isn't at 100% email capture rate will be constantly monitored.

I've had all sorts of weird reasons from them about why I can't have a paper receipt. I still ask for one each time but I can see the staff are gutted.

Capturing customer details is clearly much more important to them than customer service. They will have knowingly made this choice - they will know what their staff are doing/saying to get the info but their spend per customer signed up will have worked out at more than customers potentially lost.

I gave up expecting good service in most places a long time ago. I was in fat face today and there a staff member really enthusiastically interacting with customers and being really helpful. Customers clearly knew her and were in to spend with her. It highlighted to me how long it's been since I saw that.

The incentive is 'not getting the sack.' The workers will have targets they have to hit, and face potential disciplinary action if they don't achieve them.

New Look are on my boycott list after I bought a couple of pairs of boots in similar styles for DD to try on at home as she couldn’t come to the shops. It turned out that none were suitable so I returned them for a refund and was denied one because they had been in the sale when I bought them. I expressed surprise at this as it wasn’t advertised anywhere on the big Sale signs, nor had I been told by the cashier at the point of purchase - had I been I would have left the boots as I always intended to bring at least one pair back.

I expressed mild irritation at having to exchange the boots for something that I didn’t particularly want and was told snottily by the cashier that the information re sale items and exchange only was on the receipt. The fact that I would only get a receipt AFTER I’d bought the items which was absolutely no use to me was completely lost on her.

My DD works for NL and yes, they're pressured to get emails off people. Sometimes they claim that a till is email receipt only, but it's a load of bollox. DD refuses to work the tills for this reason, as she's not a pushy person.

Disappointed that Dunelm is going down this route. Thing is they can't insist on it. For example, my 88yo mum shops there and she can't even turn on a computer, let alone work out emails or use a smartphone, and people are entitled to a receipt for their purchases.

Me too, I just say "Oh, I don't use email at all". But I am middle aged so am just about able to pass that off as plausible if unlikely. I wonder if younger folk can say it and not be pushed further?

It's the thermal paper they're printed on, if you hairdryer the back of them it all reappears but in white on black!

Tell her to do the resting bitch face. It works every time 😀
But seriously. Print her out a card saying she will not give out her email address or phone number.

They want your email address to spam you with their crappy ‘offers’. I’ve always refused. Another one is Mountain Warehouse.

This is very bad, they are using this bs technique to see how many emails and postcodes she took and that is part of her career progression review. The girls at the till are nervous and need your email and postcode, you don't want to give them and is just what , why and

I don't mind Mountain warehouse. I love their clothes and always give them one simple old email which is now filled with 5000 offers

Asking is fine. To persistently ask during the course of the transaction is not acceptable. No, should mean no, regardless of the circumstances. I don't like digital receipts either, as it's nothing more than a ploy to send junk mail, under the disguise of a receipt.

Funnily I was in New Look for the first time in about three years today. My niece had dispatched me to get her a scrunchie. I had this too. I alleged that I couldn't remember my email address. She suggested that I open my email app on my phone.
I alleged that I didn't have my phone with me. She looked agitated. Eventually a paper reciept appeared.

I do like the idea of a specific email account for reciepts. I'd be tempted to call it something like "phishingspam".

I don’t mind email receipts, but if your email address isn’t straightforward it’s a faff for staff to record them correctly. It’s easy to accidentally put .com instead of .uk or to spell things incorrectly. I therefore lack the trust in relying on staff to get it right, when they’re wanting to attend to the till queue or get rid of you asap and deal with their other admin.

Till roll costs money and they don't want to spend it that's the top and bottom of it all

Yanbu to want a paper reciept yabu to be furious, raising your voice and being rude to a teenage minimum wage worker

I was asked pre Covid for my email address for my receipt and I gave it. The assistant took my email address and then gave me a paper copy? After that tons of junk mail.

It drives me nuts. I’ve started saying I don’t have an email address. Luckily I’ve not had no one query this.

Several years ago I bought MrG a very nice hat, online, from a Scottish "country clothing" company which shall be nameless. I have only recently got myself removed from their postal mailing list! After a couple of years I rang them up and was very politely assured that I'd now been taken off the list. They continued to arrive. I rang them up again a couple of months ago and was told whoops, somehow they had two accounts for me on their system (despite the fact that I'd only ever made one purchase) and only one had been deleted from the mailing list. Allegedly this is now fixed, but I really question it.

I have a similar problem with Hotter Shoes. How many bloody catalogues can one shoe-shop send out in a year? I don't even shop online with them. Next time I go in, I shall give them a change of address.

My husband has had that in NL too! He was shopping with DD and he didn’t give them his email and they acted like he was being really unreasonable, like printing one out was a huge inconvenience

[email protected] ought to do the trick.

I would say can they ensure my data is protected? Do they know the GDPR policy? Can I have a copy of it so I can read through it completely before passing on my data.

For many people there is no benefit from having an electronic receipt.
In fairness, when I’ve been in NL staff have always been helpful and happy to give a paper receipt.

I have had this so many times in new look and the last time it’s been very agressive asking. I avoid it now

As I posted earlier Hobbs tried the same thing with me on a return. It's not true.

I can't quote your post about the data privacy policy having to be visible @InfoSecInTheCity but that is really useful info. I will use that when I need.

Years ago someone tried to push a storecard on me in Debenhams, I said "What's the APR?" He wa gobsmacked, had no idea. I know they were told to push storecards (store specific credit cards - do shops even still do this?) but at least know the APR if you are pushing credit on people!

I know retail staff are incentivised/punished and I sympathise but I'm still not giving my email address to all and sundry.

I was told I could definitely not have a paper receipt at New Look Reading. After I’d paid for an item. I left without a receipt as it was a small item dd wanted but j absolutely won’t shop there again. No loss to them I’m sure. They obviously don’t need to attract customers.