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

It would have to be an anonymous letter, posted from a non-local postbox. Can't be giving away any personal details.

I get they are trained to ask for emails but no thanks paper please should be the end of it! Far too pushy! Winds me up to when you return something and they ask name and address to give you the refund- you were happy to take my money without my address! Really gets my goat. I avoid new look tbh, next are much more polite

Although don't ask for a gift receipt with teenage dd who dobs you in.
But it was a gift, purchased by me for me!

Email addresses are worth more than most of the things sold in the shops that ask for them. A lot of money in selling data. I’d not give it out if I could help it.

Last week I bought some clothes from New Look, gave email for the receipt, walked out and straight in to Superdrug next door. The alarm went off so I checked and a security tag had been left on one of the new look jumpers. Went straight back in, must have been 1 minute later, different girl on the checkout and I explained I just bought this jumper, the girl said have you got a receipt? I said well it’s on email, hang on. I checked my inbox, nothing, checked spam, nothing, anyway she took it off but she was very suspicious. The email never did come through so if I need to take something back I’m screwed.

Would much rather have a paper receipt.

I’ve not shopped in NL for yonks. I tend to refuse to hand over my email address just for a receipt for a minor purchase. Recently I was asked if I’d like a receipt via a text message. I did agree to that.

My email receipt from dunelm didn’t arrive in my inbox. I went back in to ask for a paper receipt as it says you can’t return items without a receipt. She said she couldn’t do it without the manager and if I needed to return the item they’d look for the receipt then. Needless to say I’ve decided never to accept an email receipt again. Surely they can’t refuse as you might not have an email address.

Having just read the post above as well I wouldn’t be surprised if they were typing the address in wrong on purpose so that you don’t have a receipt at all

I've seen a general trend of rudeness (or being less customer-centric) across retail these days. I've worked many retail jobs over the years.

I think it might be a generational thing where they're lacking the quality in training, or generally don't care, around being there to provide a (pleasurable) service to customers.

Of course, these kinds of interactions also don't help against the increasing prevalence of self service checkouts where unnecessarily rude encounter at the till can be avoided entirely.

i don't think a doctor or a solicitor would bombard your inbox with special offers, sales and Black Friday deals.

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.

Gosh, it's terrifying that some can read the thread & this their takeaway. My cat has better comprehension skills...

I was told that New look are going totally digital and not going to give out paper receipts anymore. They got very annoyed with me when I told them no sorry I didn't want them tracking my purchases and my email was none of their business and requested my paper receipt!! I seen in a paper their shutting stores and from their attitude towards people it's no wonder, puts you off shopping with them.

YANBU @lanbro New Look are terrible for this. For this reason I have not shopped there in 6 years or so.

Feel free to elaborate on exactly what I'm missing?

Our New Look closed down and now I’ve remembered why I don’t miss it. While it’s understandable why companies are keen to reduce paper use (which is absolutely something to be encouraged), this non-flexible approach to dealing with customers is definitely becoming more common in the majority of larger shops. I have a huge fear that logical reasoning is not a skill that’s being learnt by a generation that has grown up with less face-to-face interaction (and therefore less ‘thinking on your feet’) than previous generations. Something is going wrong that’s for sure and none of us are benefiting from it.

😂 Most bonkers post on the thread. Well done! 👏

Yes, I've had similar from New Look. The staff are very persistent. I always tell them that I don't have a personal email address and they look at me like I'm an idiot. Fortunately, it's not one of my go to shops and certainly doesn't encourage me to return

I'm not sure Dunelm can insist on having your email.

Just say you haven't got an email, they can't argue with that.

No wonder they've got stores closing down. I predict over the next two or three years they'll all shut down ... They're not even that cheap or any good anymore. And the staff are rude, obnoxious, and frankly bloody ridiculous. Good riddance to them when they do go!

Just admit when your wrong lol

I shop at NL and experience this every time. If you want a physical receipt and they say the tills don’t print receipts any more you can politely remind them of their legal duty to provide you proof of purchase. They can do this, you will suggest helpfully, by writing out a receipt on company headed paper, including all the details and date of purchase and they sign and get it countersigned by the manager. Unsurprisingly the printer on the till tends to spark into life again at this point.

It’s data harvesting and on the borderline of meeting gdpr regulations. Unfortunately big companies get away with pressuring their poor staff to make you give in, and they assume customers either won’t know their statutory rights or feel uncomfortable about asserting them.

Its maybe changed but whenever I bought a TV in the past, I had to provide my details so TV licence folk could check up on me.

(Just Googled it and the law changed in 2013, guess my last TV purchased in a high street shop was before then!)

You're.

I'd have said what about ppl who don't have an email address.

https://www.thisismoney.co.uk/money/news/article-3962548/Why-shops-really-begging-email-address-claim-s-send-receipt-actually-just-want-sell-more.html

https://help-uk.newlook.com/hc/en-gb/articles/360018841831-Privacy