......I feel it only right and proper that with the increasing evidence that despite showing no physical signs of having suffered a heinous blow to the head or other physical injury you are presenting with an apparently retail specific form of amnesia I remind you kindly of a few points.
Christmas: Christmas is a time of
good will to
all men, I believe that this term is a generic one and was intended to refer to
all of mankind, the consequence of this is that it includes womankind. Because I am smaller and less of a physical threat to you it does not automatically invite you to choose me to take your life's frustrations out on. I assure you, it is not my fault your offspring stayed out too late last night against your wishes and inhibiting your sleep and then came home drunk at age fifteen, that your dog was sick on your newly laid carpet or that your wife suddenly suffered a 'headache' when you least wished her too. It does not mean you may use me as a verbal punch bag, poke me, prod me, throw things at me or spit in my face in your anger that your chosen item for purchase it out of stock or has in some other way displeased you!
Opening times: Please note, our changes to opening times are clearly displayed on the doors and counters over the festive period. We are not feeling blessed at working throughout this time so please don't moan so incessently that our hours are shorter than the norm and I might at this point make a polite request that you cease to call us before we have opened, or after we have closed, only to be told such and persist in expecting us to carry on serving you regardless.
We too have homes to go to.N.B. Please resist the temptation to use the general enquiry line as your own personal shopper, how about considering the possibility that if you got off your fat rump and came to select your own goods it may help in the post Christmas pud excess weight issue!
Refunds: Yes, our refund policy is clearly stated in bright colurs on the reverse of your receipt...which incidentally we
did give you, you subsequently lost it, that is not our responsibility. It states that you may have a no quibble refund or exchange (your choice) within 28 days of purchase,
if the goods are returned to us in resaleable condition and
with your receipt....that applies to
you too. There is not a special dispensation clause for you because the dog ate it, it's 'somehwere' but you can't find it, your husband/mother/auntie/son has it, you have been away on darkest Africa for six months or you 'forgot' to return the item for two years. No we can't re-sell it in that annhilated condition and no the next customer doesn't want it second hand!
Don't give me the old hogwash about 'I must refund you because it is an own brand product therefore you must have purchased it with us'....live in the real world please, do you have any idea how many people pick something off the shelf and then walk directly to customer sevices for a refund? It's the oldest form of retail theft in the book and whilst I am sure you would
never do that sir and I would
never suggest such a thing, thives don't these days wear a stripey jumper and carry a bag on their shoulder marked 'swag'.
N.B. The law does not entitle you to a refund in any other instance than that of faulty goods or those not fit for the purpose. We will however offer you a no questions, full refund if you adhere to the above conditions, this is however a goodwill gesture, not a legal obligation.... don't try to fight me on this one, I know the law on the subject I promise you. Threats carry no weight, trading standards don't scare me and I will happily get the manager to speak to you sir/madam, he is
more than welcome to deal with your nastiness and he knows retail law just as I do.....oh and he's bigger than me so your intimidation tactics won't wash there either.
Abuse: Abuse in any form won't win you your battle, I have learnt over many years to tolerate being shouted at, insulted, threatened and physically man handled, I will not shout back, I will not insult you back, I will still smile at you..... I have had the psychology lessons. I can make you feel much smaller than even me and remain the epitome of manners. If you are polite to me I will help all I can, if you are rude I have already closed my mind to you and you can go to hell, no deal. My job description requires that I tolerate your ill mannered behaviour but at the point you resort to oscene language or physically threaten or touch me I can ask you to leave, if you don't I can have you removed forcibly.
Tills: If you find yourself in a queue I will do all that I can to alleviate the problem quickly but I only have nine till lanes...... once they are all mannned I cannot invent more, much as I may like to.
EPOS: EPOS system breakdowns are
not my fault, I don't rig my tills in the morning to break down purely to annoy you and if your bank declines your card payment I cannot access your bank account and fix it for you. You might like to consider that you are over your overdraft limit rather than blame me.
Closing time: When I make an announcement over the tannoy that we are closed it means just that....we are closed! I have already given you warning of this for the last half an hour at five minute increments and at high volume, don't tell me you didn't hear it, I am infamous for my loud voice even without the electronic enhancement. Closing time is not the moment at which to choose to place a complicated order and on a Sunday it is a legal requirement that we close on time, we are not trying our best to ruin your day intentionally.
And finally a question that has long confounded all of us in retail: What in God's name posesses or motivates you to be queuing at the door at 8am in the snow on a bank holiday? Do you
really have nothing better to do?
*This post is also reproduced here.