Iceland foods' supervisor tried to snatch my phone!

mrsad

hi everyone, Sorry this is a lengthy post but only reading a little context will give you the idea of the whole story.
me and my husband tried to return a surf box at Slough Iceland today, which was bought from Southall. We got the same box in cheaper price. The supervisor ill-treated us by lying and misbehaving.

1. When we took the box to the Slough store, the supervisor said he will not take it as it is not from there store. We said that all shops take returns from other shops (I personally work at Tesco so I know this is legal). and other Iceland in store takes everything back.

2. He then said take it to that store or back to southall. I said its too heavy. He said "I didn't ask you to bring it here".

3. We said we want to speak to you manager. he said he is the manager. We asked him is he the senior most person in the store? He said the manager Is not in and will be back tomorrow. so, he is the incharge.

4. He said later, he cannot take it as he will have to stop the till and do the return which will be problem. We said but you just said that you cannot take this, so what is the point of raising this point of the tills. We again asked for a senior. he said he will call the manager on his mobile.

5. During his call, me and husband were discussing with each other what kind of a supervisor is he who does not know returns policy. He went straight to my husband and aggressively finger pointed at him telling him to behave himself. (I took a pic of this by chance)

6. He stared arguing with my husband, harassing him that if my husband says him anything he will call the police, fingering at him and at that point I took out my mobile in self-defence in case he does something to my husband, like if he gets physical. As soon as he saw me taking out my phone, he came towards me and tried to snatch my phone out of my hand, threatening me that he will call the police. I had to literally step back and save myself and my mobile from him. There were people who told me they have seen him trying to snatch the mobile from me. I have video evidence to support my statement.

7. The supervisor started taking to someone on the phone and came back saying He will take the surf back but he will not give the complete amount as there is a 2 pounds voucher on it.
8. We said that you were saying earlier that this is not your store item, and now you are ready to take it back. We asked for a senior again.

9. After a while the manager of the store appeared. He said he was in a meeting. He told us very nicely that he will refund back the 8 pounds but not the 2 pounds of the voucher. We agreed to what he said as he was calm and patient.

10. Once the refund was done, we told him of what happened outside. He said he will take action.

NOW BASCIALLY WHAT IS MY CONSUMER RIGHT IN THIS SITUATION?

THANK YOU FOR READNG THIS....:mad::mad::mad:

powerful_Rogue

mrsad wrote: »

hi everyone, Sorry this is a lengthy post but only reading a little context will give you the idea of the whole story.
me and my husband tried to return a surf box at Slough Iceland today, which was bought from Southall. We got the same box in cheaper price. The supervisor ill-treated us by lying and misbehaving.

1. When we took the box to the Slough store, the supervisor said he will not take it as it is not from there store. We said that all shops take returns from other shops (I personally work at Tesco so I know this is legal). and other Iceland in store takes everything back.

2. He then said take it to that store or back to southall. I said its too heavy. He said "I didn't ask you to bring it here".

3. We said we want to speak to you manager. he said he is the manager. We asked him is he the senior most person in the store? He said the manager Is not in and will be back tomorrow. so, he is the incharge.

4. He said later, he cannot take it as he will have to stop the till and do the return which will be problem. We said but you just said that you cannot take this, so what is the point of raising this point of the tills. We again asked for a senior. he said he will call the manager on his mobile.

5. During his call, me and husband were discussing with each other what kind of a supervisor is he who does not know returns policy. He went straight to my husband and aggressively finger pointed at him telling him to behave himself. (I took a pic of this by chance)

6. He stared arguing with my husband, harassing him that if my husband says him anything he will call the police, fingering at him and at that point I took out my mobile in self-defence in case he does something to my husband, like if he gets physical. As soon as he saw me taking out my phone, he came towards me and tried to snatch my phone out of my hand, threatening me that he will call the police. I had to literally step back and save myself and my mobile from him. There were people who told me they have seen him trying to snatch the mobile from me. I have video evidence to support my statement.

7. The supervisor started taking to someone on the phone and came back saying He will take the surf back but he will not give the complete amount as there is a 2 pounds voucher on it.
8. We said that you were saying earlier that this is not your store item, and now you are ready to take it back. We asked for a senior again.

9. After a while the manager of the store appeared. He said he was in a meeting. He told us very nicely that he will refund back the 8 pounds but not the 2 pounds of the voucher. We agreed to what he said as he was calm and patient.

10. Once the refund was done, we told him of what happened outside. He said he will take action.

NOW BASCIALLY WHAT IS MY CONSUMER RIGHT IN THIS SITUATION?

THANK YOU FOR READNG THIS....:mad::mad::mad:

Depending on the the Iceland refund policy, £8 back and a £2 gift voucher.

You was offered £8, minus the £2 voucher which you accepted. Consumer rights completed.

Are you seeking compensation?

mrsad

powerful_Rogue wrote: »

Are you seeking compensation?

NO, I am seeking advice on what is my right on making a video in self defence against an aggressive worker and can the employee jump towards me and try snatching my phone? Telling me he will call the police.

Rainbowgirl84

Iceland's policy is not to accept returns for change of mind.:-

http://help.iceland.co.uk/knowledgebase/articles/178391-can-i-return-a-product

alanq

Consumer Rights
There is no legal right to a refund for an item bought in store unless it is faulty or incorrectly described. However, a retailer may choose to offer one. If you can find a written exchange policy then it should be bound by that. It is no good pointing out what other retailers / stores do.

Iceland's return policy states
"We don't accept returns on items that have been bought in error or if you have changed your mind."
http://help.iceland.co.uk/knowledgebase/articles/178391-can-i-return-a-product

If that is only intended to apply to online purchases I think that it is wrong. For non-perishable items it is my understanding that a business is obliged to refund for items bought online without the customer having to specify a reason. Its terms and conditions may however require goods to be returned at the customer's expense.

Other Rights
What more do you want? The manager has said he will deal with it. Unless you are alleging that the supervisor went beyond rudeness and you wish to allege assault there is not much else to be done. I have no legal training but a shop is private property so perhaps the staff member may be within his rights to attempt to prevent himself being filmed without his permission.

Fosterdog

mrsad wrote: »

hi everyone, Sorry this is a lengthy post but only reading a little context will give you the idea of the whole story.
me and my husband tried to return a surf box at Slough Iceland today, which was bought from Southall. We got the same box in cheaper price. The supervisor ill-treated us by lying and misbehaving.

1. When we took the box to the Slough store, the supervisor said he will not take it as it is not from there store. We said that all shops take returns from other shops (I personally work at Tesco so I know this is legal). and other Iceland in store takes everything back. You have no legal right to this, any change of mind return policy is above and beyond your legal rights and purely dependent on each individual business whether or not the offer this. Iceland do not offer this

2. He then said take it to that store or back to southall. I said its too heavy. He said "I didn't ask you to bring it here". while maybe not as polite as you want, what he said is true. It's not his fault that you have tried to return an item you are not entitled to return and also chose to return it to a different store to the one you bought it in

3. We said we want to speak to you manager. he said he is the manager. We asked him is he the senior most person in the store? He said the manager Is not in and will be back tomorrow. so, he is the in-charge. this is a perfectly normal way to run a shop, the senior manager cannot be at the shop for every trading hour, that is what other managers are there for to help run the shop especially when the most senior manager is not available for whatever reason. You also don't have a legal right to speak to any manager let alone the most senior manager just because you want to.

4. He said later, he cannot take it as he will have to stop the till and do the return which will be problem. We said but you just said that you cannot take this, so what is the point of raising this point of the tills. We again asked for a senior. he said he will call the manager on his mobile. at this point it sounds like he is just desperate to get rid of a really poor customer causing a scene in his shop around other customers

5. During his call, me and husband were discussing with each other what kind of a supervisor is he who does not know returns policy. He went straight to my husband and aggressively finger pointed at him telling him to behave himself. (I took a pic of this by chance) im not saying he didn't point his finger but there were two of you ganging up on one person and not accepting his perfectly legal response. He knew the returns policy perfectly well it is you who has no clue. He possibly felt threatened by the two of you there refusing to accept his answer and refusing to leave

6. He stared arguing with my husband, harassing him that if my husband says him anything he will call the police, fingering at him and at that point I took out my mobile in self-defence in case he does something to my husband, like if he gets physical. As soon as he saw me taking out my phone, he came towards me and tried to snatch my phone out of my hand, threatening me that he will call the police. I had to literally step back and save myself and my mobile from him. There were people who told me they have seen him trying to snatch the mobile from me. I have video evidence to support my statement. As above, it sounds more like he is the one who felt threatened. Why on earth did you not just leave the shop at this point or before? Even if you called head office to complain later, you had the option to freely walk away at any point but he had to threaten to call the police on you.

7. The supervisor started taking to someone on the phone and came back saying He will take the surf back but he will not give the complete amount as there is a 2 pounds voucher on it. so he is desperate to get rid of you at this point and willing to go against the company policy to offer you something just to get you out of his shop
8. We said that you were saying earlier that this is not your store item, and now you are ready to take it back. We asked for a senior again. as above, despairation caused by your lack of understanding and refusal to leave

9. After a while the manager of the store appeared. He said he was in a meeting. He told us very nicely that he will refund back the 8 pounds but not the 2 pounds of the voucher. We agreed to what he said as he was calm and patient. And he may well have been in a meeting out the back, or on a conference call, on his luch, on the loo or just playing solitaire on his computer, it is completely irrelevant as you had no right to demand he came out. He only offered the same as the other manager

10. Once the refund was done, we told him of what happened outside. He said he will take action. his action is likely to tell his other manager how much he feels sorry for him having to deal with a nightmare customer and they will all be having a good laugh at your expense behind your back. For several years to come you will be the laughing stock every time they remember "that customer with the surf"

NOW BASCIALLY WHAT IS MY CONSUMER RIGHT IN THIS SITUATION?
Your rights were to be refused a refund as they do not allow change of mind returns

THANK YOU FOR READNG THIS....:mad::mad::mad:

I've put my comments in red, you may want to do some research on consumer rights before returning to work if you really do work in Tesco. And if you really work there you will know how bad some customers can be, causing scenes, making ridiculous demands and being gossiped about later in the staff room. You have just become one of those customers. Congratulations now you can stop being :mad::mad::mad: at the poor staff in that shop and be :mad::mad::mad: at yourself for not knowing the law and not accepting what you were told.

powerful_Rogue

mrsad wrote: »

NO, I am seeking advice on what is my right on making a video in self defence against an aggressive worker and can the employee jump towards me and try snatching my phone? Telling me he will call the police.

He has every right to call the police if he so wishes. Whether he would and whether they would attend is a different matter.

The manager also has the right to ask you to not to film within the store and revoke your access. If he asked you to leave and you refused to do so, he could then use reasonable force to remove you from the premises.

Let's have a look at the footage you have taken.............

naedanger

mrsad wrote: »

NO, I am seeking advice on what is my right on making a video in self defence against an aggressive worker and can the employee jump towards me and try snatching my phone? Telling me he will call the police.

These are not really consumer rights questions.

I believe any retailer can demand, if they wish, that you stop filming on their premises. If you refuse they are entitled to ask you to leave and if you refuse to do that they are entitled to use no more than reasonable force to eject you from their property or call the police and ask them to remove you.

And I think the above would still be the case even if you had a valid complaint about some element of their service.

sjbrun

Did you ask permission before you started filming?

How would you feel if someone filmed you at work.

Maybe you should go back and apologise, you basically bullied them into getting what you wanted when you had no right to return it.

bris

Well it wasn't self defence, you stoked the fire with your abusive attitude towards him and you have no right to start filming anyone without their permission.


You are the customers from hell, they didn't have to take it back, when he said no that should have been the end of it, instead you harassed and bullied him.

waamo

If you had been arrested, which you could well have been, you would have been entitled to free legal representation. That's a criminal right not a consumer one though.