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

I had a similar issue with their awful customer service recently and will never buy a thing from there again. They are terrible.

I work in retail OP and while I usually side with staff, this situation I do think yanbu.

I have witnessed colleagues act similar, this is usually when customers go 'off script' - in your case, not wanting to give an email.
It takes them off autopilot and unfortunately you end up with a rude interaction. I've been caught out myself once but that was because the customer was accusing me of scamming them (I wasnt) instead of explaining the miscommunication I took it personally, and it ended up with him telling me to watch my back after shift ends.

Went off on a tangent there. What I mean is - the staff member should have just given you the paper receipt.

This is why I won't shop in New Look any more. After being spoken to like I was some sort of oddity for not wanting to give my email address out,I thought 'Enough'. I already get bombarded with emails from practically every company I've bought from over the last couple of years,I don't need any more,thanks.

It's a constant well of surprises that people are so persistent about extracting contact details, and assume an entitlement to that information simply because they've asked for it.

It wouldn't surprise me if they were under pressure from above for marketing purposes or were on a commission of some sort for selling these details on.

Same goes for hotels, but these days it simply isn't possible to book without divulging screeds of detailed personal info. Infuriating.

It does my head in, they can never spell my surname so I always have to spell it out to them and it would just save so much effort/hassle to give a paper receipt!! Sometimes you just aren't in the mood to talk

If the experience is as common as this, then there'll be a reason for it. And it won't be 'protecting the environment'.

@bostonchamps
That's really out of order on peacocks part then!
She said she couldn't do the exchange until gave details
I won't be going in there agin tbh as I think that was shitty of them and the items are shit quality anyway!🤣
I may also send an email to head office to complain 🤔

Tell them you don’t have an email you are a conspiracy theorist and you sleep in a tin house.

Works for me.

Horrible way to treat you i hope this makes it into the daily mail or wherever they write about mumsnet. She shouldn't have pushed it so far. I usually get in before they ask saying can I have a paper receipt with this please as I get hundred of emails it would get lost within them. Not lying it would and I also don't want spam. Never had someone question me repeatedly on it though how off putting. Are they getting commission now on who gets the most email receipts out I dont understand which she made such a big deal about it. How cheeky what you don't have an email? Id be really annoyed

Honestly I witnessed a staff member in NL tell the customer that it was a change in the law that email receipts will be the only option and that she was surprised she hadn't heard of it on the news.

Course I googled it and absolutely nothing about it. Staff member at till changed by the time I got there so I was half fuming I couldn't question her on it 😅 whatever you're doing New Look, you're doing it wrong.

Glad you are being pacific about it.

It's definitely relevant. Would the OP have thrown a tantrum over something as innocuous as an email address if it was her solicitor or doctor asking for one? Would she balls. She thought she would make a point of trying to show up the minimum wage kid behind the desk instead of simply saying "I don't have email" and ending the conversation there and then.

And they wonder why people don't want to go in to shops these days.

Do they get commission per email address I wonder?

I didn't throw a tantrum😂 do you just do everything that's asked of you without question? I had a boundary, she was rudely persistent, I stood my ground. I'm not going to lose any sleep over it but in the moment, it made me cross! And yes, I would question anybody who was asking me for something unnecessary and refusing to take mo as an answer

Ask for a gift receipt!

That would really piss me off - how rude of them.

On a separate note but going along with the receipt theme, I do not condone shoplifting but shops are making it easier to shoplift ad it makes me so angry:

Asking if you’d like a receipt/not issuing receipts
Self serve tills
A lack of security guards
Scanning your own shopping using a hand held device
Allowing customers to put shopping in a bag and walk around the store

That did make me 😂, don't give up the goat!

Why?
Don't you shop online at these places too?

I worked for them 20 years ago and it gave me retail PTSD. They played 'loveshack' on repeat.

No, I don't do everything that's asked with me without question. I also don't waste my time getting into trivial arguments with teenage sales assistants then going online to crow about it afterwards. Just hand over your email address like everybody else manages to, or say you don't have one. It's not hard.

It spoils my shopping experience as I can't be bothered to converse with people, including saying my email address out loud for all to hear.

Completely different situation, but in asda you put your mobile in to access the self scanner thingy. Some old creep behind me claimed he had made a note of it and 'can't wait to call me'. He didn't thank god. He was old enough to be my grandad.

Kind of ironic, might be better to post a letter.

I have had this moment in New Look too and it really annoyed me. The lad behind the till was really cocky about, I said I didn't have a email to give out. Mainly because unbeknown to him, there was somebody behind me waiting to pay who I really didn't want to overhear it as they would have passed it on to somebody I was avoiding. The TO then wouldn't drop it, I got comments such as it must be difficult for you to online shop if you don't have a email. I just said well I don't online shop. He then carried on to the point he was taking the piss out of me and being so cocky, not willing to drop it and give me a paper one. So I just responded, it's also difficult being under witness protection and being harassed by you as to why I don't have a email address to give out to you. He soon dropped it and went very quiet.

I really felt incomparable, to the point I haven't been back into that store in particular. You should be allowed to shop without being harassed for personal details.

I'm not sure if it still happens but years ago when the online receipt was a thing, the NL cashier told me they get a bonus or something like that based on successful online receipts over paper. Which might explain it but doesn't make it right.

Either way, lifes too short.