Im sure nearly every colleague has followed the returns policy ‘no receipt or nectar card - no refund’, and 99% of the time, the customer demands a manager and they override it…
Anyway, a couple of months ago a new GM/Clothing manager joined out store, and last week he came down to checkouts with a sheet of paper he printed out, and made it extremely clear that we MUST follow this policy (no receipt/nectar, no refund) as he said he was loosing too much money on his department, and if any customer disagrees we need to call him down where he will tell the customer no.
So today a customer came in and wanted a refund, we said no, following his ‘very strict instructions’. The customer wanted a manager, so we called him down…I’m sure you know what happened next.
Honestly, it frustrates me. What is the point of these rules, 1. Posted on the website, but 2. Multiple sings placed on the customer service desk stating the returns policy.
All it does is humiliate colleagues. 🤦♂️🤦♂️🤦♂️
But if we don’t follow this policy, what happens?? We get in trouble!! It’s corrupt!