A horrified mum claims she was called a 'c**t' three times after complaining to New Look about a missing refund.
Yvonne Redmond had already tried to contact the high street clothing giant online and by phone when she sent a WhatsApp message about a refund on her £15 jeans order.
The stunned 39-year-old claimed she had to "do a double take" after receiving an automated reply that greeted her with: "Hi c**t".
She responded with her details and quizzed the agent why she had been addressed with such an explicit slur, but then had the vile swear word was said to be fired at her in another two responses.
New Look claim the automated responses generate the name using the customer's WhatsApp profile name and said the offensive word "did not originate from their customer care team".
The customer service team suggested someone must have changed her display name as a "joke", but Yvonne claimed that was impossible.
She sent New Look a screenshot to prove her profile name was correct. WhatsApp said it was "unlikely" Yvonne's profile name was changed on her end as this would be visible to her and all her contacts and they found no evidence her account was hacked.
The disgruntled shopper, from Sheffield, South Yorkshire, claims: "I was mortified. First they taken my money for an order they said they couldn't honour, now they swear at me for trying to find out why.
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"Usually I would think it was funny. Once is a mistake, but three times?
"It's concerning that there's someone there that could be changing people's names to all kinds of things, also the fact they're taking money that doesn't belong to them.
"I had my six-year-old daughter sat beside me at the time and she saw it."
Yvonne feared it was 'too good to be true' when she snapped up three pairs of jeans online for £15 last week.
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Soon enough she discovered the site was affected by a reported 'system issue' and the store wasn't honouring the sale.
Mum-of-six Yvonne received an email confirming her order had been cancelled by New Look – but was frustrated to later discover the money was still taken.
Yvonne has since been refunded for the jeans.
She claims: "I'd placed an order with New Look because they had a deal on that, to be honest, was too good to be true.
"Someone is obviously doing that (replying using the term) thinking they're funny."
A New Look spokesperson said: "When customers get in touch with us on WhatsApp, an automatic response is generated using the customer WhatsApp profile name, which our systems do not permit us to override.
"We have reviewed all customer enquiries, including this one, over the time period in question, and can confirm this was indeed the case with all enquiries we received.
"Our customer care team have spoken to the customer about her concerns to reassure her that the offensive term could not and did not originate from our customer care team."
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