A moan and a warning about Burtons

zebidee1

On Xmas Eve I was still running about daft trying to pick up presents for folk. I saw a t-shirt in Burtons that I thought would do for someone but before I bought it, I asked if I could have a refund if it just wasn't liked (as I know it's up to store discretion whether they refund on that basis). Girl said no problem so I bought it.

Turned out the person had bought the same t-shirt 2 days before so I took it back for a refund.

Girl on the desk looked at the t-shirt and the receipt and told me it was the wrong receipt (remember the wording). I said it couldn't be as it was the only receipt I had, I had only bought one thing and hadn't shopped in Burtons before that in months so it's not as if it could have got mixed up with another one. She said no, it was the wrong receipt even although it had the correct price. The bloke next to her took the t-shirt and receipt off her, checked the t-shirt code again and said the same thing....it's the wrong receipt. I said it wasn't, it was the one they gave me. He said it definately was wrong. That was the 4th time they'd told me it was the wrong receipt and so I asked him if he was accusing me of lying. I was embarrassed by this point as there was a queue behind me and he made me feel like I was trying to pull some kind of a fast one. I'm a middle aged, very unhip, Mother of 3...I'm no cocky teenager or wideboy yob. (Sorry to all cocky teenagers and wideboy yobs everywhere. ) He said he wasn't saying that but that I had an attitude. I couldn't believe it, I pointed out he kept telling me I was giving them the wrong receipt and I knew it was the right one so what did he expect, I was obviously going to keep repeating myself as it was the receipt they gave me.

(He mentioned the attitude thing because I asked him if he was accusing me of lying btw...not because I yelled or was rude or anything like that. I genuinely got the impression the bloke thought I was doing something dodgy somehow...he didn't come across as someone who was trying to be helpful to the customer.....that's why I asked him if he thought I was lying.)

He then messed about on another till and said the code on the t-shirt didn't match the receipt. I asked how this could have happened and he said he didn't know. He then asked what the argument was as he was going to refund me (this was the first he'd mentioned refunding me), I told him there wasn't any argument and I was only asking how this could have happened. I also asked what would have happened if he hadn't found some other code he used on the till....he said I just wouldn't have got a refund. It was almost like he was doing me a favour somehow by agreeing to refund and I should shut up and not be asking about things.

His brusque manner made me feel uncomfortable and I did develop an attitude after the way he dealt with me. I left the shop with my refund and my temper rising.

I'm really angry at the way a coding error can be made like this and the belief is that the customer has got the receipts mixed up or is somehow at it. It was only a cheap t-shirt so I wouldn't have suffered if they didn't refund me....but it's not right that the situation can happen in the first place.

What happened to the customer is always right? Or at least given the benefit of the doubt in situations like this? Especially when the item is returned as new, still tagged, in original bag with receipt and in less than a week. I did nothing wrong but was made to feel I had. I think I'm even more shocked that I wouldn't have got a refund at all if another code hadn't have been found that he could use to process the refund under.

Thankfully all this happened just before we were about to buy 2 jackets, some jeans and a couple of zipper tops. We dont come by our money easily and we decided it's best not to spend it in Burtons after all.

At the end of the day, it's not a situation that's going to upset my life, and I know store staff normally do a sterling job (I used to work in a shoe shop myself) but it's not right that things like this happen and a completely innocent customer leaves feeling embarrassed, aggrieved and disgruntled.

So...I suggest you all check the item label code matches the receipt if you shop in Burtons....especially if you're spending a large amount. I wont have to......because I wont be back, lol.

shelley_crow

Write to or email head office, point out everything you have said and if possible the names of the people you spoke to. If there was a coding error then that's not your problem, it's theirs. I used to work in retail (not there though) and if there was a problem with a code, some places scan something that's the same price just to get the sale. It's disgusting how you were spoken to, and if they spoke like that to you then i'm sure it must be something they do regularly. I'd go for a refund and maybe some complimentary vouchers for the trouble they have caused you. x

zebidee1

Thanks shelley. I'm really not looking for anything extra....I just wish they had been nicer about it all, it wouldn't have been hard for them.

Edit...actually, to be fair...although the girl told me twice the receipt was wrong, she seemed to be more confused than antagonistic. It was really the bloke who came across unpleasantly.

mrcow

tbh I would have gone straight back in there afterwards and told him exactly what you've just written. Some people can be very rude to customers for no reason. They need to be told imo, as the next person they are rude/dismissive to may not be as strong as you.

zebidee1

Looks like it's not just Burtons this happens...I've just read another thread where it's happened to 2 other people, only in Primark this time.