My complaint:
19082021
Please forward to Mr. Pat Tully manager in store also.
I bought a bag for my sister in law who has dementia in nutgrove, rathfarnham Dublin on Tuesday 17082021.
She was with me. She took it home but this morn she asked me to return it as it didn’t go with her outfit. I took it to blanchardstown but there was no receipt in the bag. I explained to the girl on the till and showed her the transaction on my card but she said she couldn’t do a refund without the receipt. She explained she could only do an exchange. I asked to see a manager given that I was doing it on behalf of a very vulnerable lady, I’m amazed that the company doesn’t sympathise with these people and facilitate them in a more compassionate way.
That’s my 1st complaint
2nd complaint is that when shauna ‘the manager’ spoke to me she gave me the same information as the nice girl on the till. But when I explained that the lady had dementia and was there any way to make an exception for these people. She told me in her words ‘That’s your problem’. In my view this ‘manager’ needs to train in customer service and management because clearly she didn’t have any sense of either when she was dealing with me.
Suggested solution:
1. Allow people especially vulnerable people to refunds without receipts. I don’t get this, even when I showed her the transaction on the phone.
2. Make shauna ‘the manager’ aware of her appalling social and person skills. Record this complaint as part of her reviews which I hope is company policy.
