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Case 248 - Customers must have a box when buying shoes

Issue

When buying some shoes the enquirer refused the shoe box offered by the assistant. However, the assistant told them that "their health and safety man says we have to make the customers have a box". Enquirer feels they probably want rid of their boxes to avoid excess waste.

Panel decision

This is a clear case of the health and safety excuse being trotted out to cover up a desire to get customers to take the shoes in boxes to avoid the shop having to dispose of the boxes themselves. This is not a health and safety issue but poor communication and poor customer service.

2014-03-17