"Customer service handles refunds": Why hassle a customer over NIS 15?

Or from Givatayim simply wanted to buy fresh orange juice at the Rebar stand in the Azrieli Mall in his city. He placed an order using the digital kiosk, paid NIS 15, and waited for his name to be called when the juice was ready.

However, one of the employees approached him and apologized, explaining that there were no oranges at the stand at the moment. He asked Or if he would like a different product instead. Or declined and requested a refund. At this point, according to Or, began "a lengthy chain of foolishness at best, or appalling service at worst."

The stand's employees told Or they did not have the authority to issue a refund. Or then asked them to speak with their manager. The employees started whispering among themselves, and one of them asked another if he knew how to assemble the orange juicing machine. At this stage, one of the staff members approached Or and told him there were oranges at the stand and that his juice would be ready in ten minutes if he waited.

Or realized the employees had simply not set up the machine at the beginning of their shift. He said he had no intention of waiting ten minutes and insisted they call their manager to process the refund. According to Or, it seemed like the employees were afraid to contact their manager and tried to persuade him to wait a bit longer so they could assemble the machine and prepare his juice. Or insisted they call the manager, who ultimately reiterated what her employees had said: Or would need to contact customer service to get his money back.

Instead of receiving an immediate refund due to the lack of supply or the technical issue at the juice stand, Or was forced to reach out to the chain’s customer service himself to recover his money. "It’s truly absurd," Or told Walla! in a conversation. "This is a product I didn’t receive, and in the end, I have to go through all this trouble to get my refund." Eventually, Or received his refund from customer service and was even given a voucher for a future purchase at the chain.

What does the law say? According to Attorney Hadas Jacobson, CEO of the New Consumer Advocacy Association, consumer protection regulations cover various violations, including deception, exploitation, overcharging, price display and product labeling, warranties, failure to provide required information and documents, and transaction cancellations. "However," Jacobson adds, "there’s no regulation in the law that requires businesses to be nice."

She explains, "The situation described (and unfortunately familiar to many) is unpleasant for the consumer and should serve as a red flag for the business regarding service training. But the regulations allow for transaction cancellations and refunds within seven days. While this usually applies to cases of remorse and not lack of supply, there are often technical challenges in processing refunds on-site. The policy is to handle such matters systematically through customer service. Even in cases of claims in small claims courts, the consumer must prove a significant chain of hassles caused by the service provider, severe disappointment with a product, or a distressing event."

In response to Walla!’s inquiry, Rebar stated: "All branches of the chain operate via self-service kiosks or an app, with payment processed through credit cards. We make every effort to ensure a high-quality service experience and to provide our customers with the products they ordered. If a question or issue arises, it is reviewed and handled by customer service, including issuing refunds in accordance with regulations and the law. We operate with full transparency and ensure that all inquiries are addressed thoroughly and promptly."

Regarding allegations about employee conduct with their manager, they said: "Our employees are an integral part of the chain's success, and we take every complaint or claim raised on this matter seriously. The issue is currently being reviewed with the branch’s staff. We prioritize providing a supportive and respectful work environment for all our employees."