should people know better?

regularsaver1

gyzmo wrote:

Quite right. The problems are poor training of staff and improper procedures and lack of knowledge of the law in this area.

But more than likely the shop staff ask for training, but where is the time to give that training in a busy shop?

changkra

hollydays wrote:

Some people believe if you cause enough fuss you will get your own way,but I think many stores are hardening their attitude.

You can't blame them though. They are after all just normal people like the rest of us and deserve to be spoken to politely and lets face it if you have a complaint you will always get allot further if you discuss the issues in a polite friendly manner than scream and shout. I know what i would do if someone had an attitude toward me, walk away until they're ready to speak nicely. Why should a Shop assistant/manager be spoken to like dirt, they don't deserve it. I was in stapels tonight and questioned the price of an ink cartridge for an Epsom printer as on the web site it was about £2 cheaper, the manager very nicely matched the price for me, courtesy always counts, i'm more than sure he woulodn't of matched the price if i'd demanded and started shouting i'm not paying that.

gyzmo

regularsaver1 wrote:

But more than likely the shop staff ask for training, but where is the time to give that training in a busy shop?

Probably before they are let loose on the shop floor. The law is clear and there are few excuses for failing to comply with it. If shops want to operate, they need to do so within the law. simple as that.

adouglasmhor

gyzmo wrote:

Probably before they are let loose on the shop floor. The law is clear and there are few excuses for failing to comply with it. If shops want to operate, they need to do so within the law. simple as that.

I have had an employee explain to me how the manager "is the law in here" when returning faulty goods. Consumer services at the local council did not agree and I got a refund. The manager also tried to hide when I demanded to speak to him.

Quackers

charlotte664 wrote:

I had one today (also, ironically in a "sports" shop!).

The man in front was adamant that the law stated that as he paid by credit card, he was legally entitled to a cash refund. (ha!!)

The manager scribbled a number on a piece of paper and told him to give the Trading Standards people a call and see what they suggest, whilst reminding him that there were only 9 days left under the companys exchange policy for him to come back.

The man left the shop yelling about everyone being a bunch of a-holes and theiving b'stewards. He was adamant his solicitor would be in-touch.

I had to explain the rules to my kids while I laughed my head off (after he left though!)

:rotfl: That happens to me sometimes. Unfortunately.

I've had members of the public throw their returned products at me before.

Somehow they think that will get them a refund.

It doesn't - It just gets them removed from the store by security.

gyzmo

There is common theme running here - two wrongs making a right.

It is wrong for a seller to break the law. It is equally wrong for a buyer to abuse staff (or anyone else). Neither action justifies the other, and any continuing debate as to "the nasty customer deserves it" or "I'm gonna sue that bloody shop" will not serve any purpose at all.

There are rights and wrongs on both sides. What is needed is for a reasoned discussion to discuss how different parties feel and how problems arinsing from taht can be addressed. the consumer is at a natural disadvantage in terms of contracting with a trader. Lets start there.

Quackers

gyzmo wrote:

There is common theme running here - two wrongs making a right.

It is wrong for a seller to break the law. It is equally wrong for a buyer to abuse staff (or anyone else). Neither action justifies the other, and any continuing debate as to "the nasty customer deserves it" or "I'm gonna sue that bloody shop" will not serve any purpose at all.
.

Definately.

There has to be give and take from a stores point of view too. The policy is there for stores to follow but they are flexible and it is sometimes well worth stetching that policy to retain customer loyalty and to show that as a retailer we care about the customer and their needs.

It is only when a customer is abusive towards me that I will not flex an inch. I have no problem when they are a bit annoyed - sometimes they are well within their rights to be annoyed if they have a faulty product and they have had to make a special journey etc - I will often knock £5 off an exchange as an apology without being asked and explain its a goodwill gesture as they shouldn't have had to return to the store unnecessarily.