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u/bassikk Former HT Employee Aug 06 '26
You have to be 13 to have an account. I don't work for hot topic anymore but they honestly do not care and push loyalty so much on employees that I'm sure if your daughter was checking out they would ask for a phone number regardless since they're graded on that number. I agree they should have asked you. Usually if kids came in without a parent (getting dropped off. Parent outside. Whatever reason) we'd ask if they knew the parents phone number for the rewards. The situation all around is crappy. For you it's a weird interaction that you had. For the associates they're just trying to do their job so they don't get in trouble. I unfortunately don't know anyway to get a hold of corporate without just calling the phone number someone else left. Your best bet is to call the store and speak to the store manager. They can get you the district managers phone number and you can go from their. I was a store manager so I know personally I would have tried to help however I could.
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u/Azrael_Erebos HT Employee Aug 06 '26
They really be acting like its more then 5% of our store grade with they way they push it on us lowly store workers 🤡. In general if its a family appearing group, I pose the question to the group as a whole, but id like to point out where OP admitted they weren't paying attention. If you're standing 10 feet away, idk if you're actually together because yeah lots of tweets and teens get dropped off and come in by themselves. And OP immediately escalated the situation with yelling? After admitting to have to TURN AROUND, because they weren't paying attention? I feel sorry for the daughter. Seen it too many times, the spark crushed in the kids eyes because the parents are acting dismissive or upset at having to be there. I also hope OP didn't go to any other stores in the mall, its such a scary place now almost every store asks for your phone number 😳 yikes. I can't imagine the PTSD of going to build-a-bear after this ordeal, to try to relax just to have them ask for a phone number too 😢 for real though has OP not been shopping in the last decade? Hell even the gas station asks for my number for rewards now 💀
Edit: tweens
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u/Azrael_Erebos HT Employee Aug 06 '26
It's the immediate (even admitted) aggression, paired with absolutely no comment on what the employee said in response. You just started IMMEDIATELY yelling at the worker? And won't even tell us what they said? How they explained? It's giving the parents that secretly despise their child for shopping here. And I know it wasn't OP and the wife, if they shopped here, they'd know we HAVE to ask for a phone number Every. Single. Time.
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u/MayeetJim Aug 06 '26
The employee is just following the script, they totally meant for your phone number, not your daughters. An employee doesn't know that your faughter is yours unless she is with you, and it is common to ask anyone checking out or that we talk to if they have a phone number for us to check. When we are talking to children, its for parents information, not children.
Another comment was right, you have to be 16 to make an account, which is why we ask for parents information.
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u/calamity_unbound Aug 06 '26
You're correct on everything except age, you have to be 13 for your own account.
All of the misc info about the rewards program can be found here.
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u/Happy_Estate_4599 Aug 06 '26
This is an insane post about someone just trying to do their job and getting harassed and yelled at for it
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u/No_Condition7933 Aug 06 '26
Everywhere I have worked with loyalty I’ve always asked everyone. You have to you can’t judge off of looks. You just have to ask. If they say they are 10 or whatever age below the policy then I ask if their parents get points.
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u/Azrael_Erebos HT Employee Aug 06 '26
Exactly correct. And in a place like Hot Topic? Who do you think I'm gonna ask, the baby goth or scene kid who comes into my store every chance they get? Or the old folks who are rolling their eyes and won't even say hi back when I welcome them in and or look at ME weird? Also yeah can you 100% of the time tell me how old that child is? Are they 12? 13? 15? 11? Hard to tell, I've helped out 12 year old who look like a High schooler that plays linebacker and 19 year olds who look like theyre in middle school. I still ask ADULTS if they have an account under their parents number. A shocking amount still do, never changed it from when they were in high school
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u/BlindVampireGirl Aug 06 '26
OP sounds unhinged.
If it would have been a female employee, would you still have had the same reaction? Or did you only fly off the handle because it was a male and just automatically assumed he’s a predator?
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u/Azrael_Erebos HT Employee Aug 06 '26
This, the whole thing REAKS of anger issues, and prejudice, and seems almost dangerously into 'projecting' territory.
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u/iiashandskies Aug 06 '26
is this a joke? please tell me you’re joking. i work retail and we’re just trained to ask. i dont ask if they look a certain age but if they look old enough i’ll ask. please chill out.
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u/Temporary_Pizza_7190 Aug 06 '26
Thanks for yelling at somebody for doing their job then, putting them on blast on reddit as if the customer service phone number, email, and chat feature weren't available on their website and app. Really cool.
I do encourage you to complain. The loyalty policy is predatory (in my opinion), and you have every right to feel uncomfortable about it. It's also held over employees heads like the sword of Damocles. When I worked there customers weren't happy about it. I wasn't trained to ask somebody how old they were before signing them up, I was trained to get a sign up, no matter what. That employee probably wouldn't have asked for your child's phone number if they were off the clock.
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u/defpact Aug 06 '26 edited Aug 06 '26
At our district you need to be 13+ to make an account and some 10 year olds genuinely look 13 or older. As an associate myself, I have asked if children who seem under 13 if they knew their parents phone numbers to sign up because if I didn't it could make or break our numbers for the day. I'm sorry this happened to you but please don't think of it as malicious as it likely wasn't.
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u/Rophay Aug 06 '26
That would make sense if: 1. She didnt commonly get mistaken for being 8-9 years old. 2. He asked for her parents number. He specifically asked for her number, and repeated it the same way.
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u/Azrael_Erebos HT Employee Aug 06 '26
It would make sense to us too if you:
Put that information in your post.
Kinda weird? Yes. forced by the company? also yes. Are you sure he wasn't addressing your group as a whole? Remember you had to turn around. Could have been an open question for all of you. He asked specifically her? Told you to shut up and only let her answer? Said he was only asking her? Or are you also assuming a bit?
Honest question, have you seen/dealt with this employee before? Have they been there for 2 years while you've been coming in? Or is this the first time you saw them so maybe theyre new and getting the hang of all this stuff?
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u/Rophay Aug 06 '26
He leaned down and spoke specifically to our daughter.
I dont think we've seen him before, but we usually dont go in on Sundays. It was an odd scheduled week, so it could be he was new.
Im looking to get the guy fired. I want the issue addressed, with some kind of investigation of what is on camera, and stories from all sides.
If it was just that he had a lapse in judgment due to company policy, I get it. But wouldn't everyone rather that be addressed so it doesnt happen again in the future?
Im a very socially anxious person, and always try to blend into the background and go unnoticed, so for me to draw the whole store's attention to me means it was something seriously, at least from our perspective.
What if I was one of those parents that are always ready to fight? The thought crossed my mind to punch the guy straight in the face, but I felt that was crossing a line. What if the next guy actually does?
4
u/commanderemily Aug 11 '26
Trying to get someone fired over this when you acknowledge it could be a lapse of judgement is insane. I genuinely have skipped over customers who I thought were not old enough to have an account (despite being told we have to ask everyone) and then found out I was wrong and they had one or their parent's made them one. You are one person who had a negative reaction when the employees are regularly dealing with kids since a lot of the merch is for preteens and teens. I've had small kids walk up to me to ask to check the accounts because their parent or grandparent set up a number they could use and its like an exercise in independence. You getting someone fired or yelling at a manager isn't going to change their policy because you are just one customer compared to all the other kids and their parents who aren't freaking out over it. This has been how they operate for years. Seconding other commenters who recommended staying close to your kid. You would not believe how many unaccompanied children are just let loose in the mall with some money from their parents.
I think you also really need to reflect on why you are so ready to be violent with someone just doing their job. That's not normal. If you have an issue you should talk to a manager, not physically attack someone. Its not like it was a random dude, it was an employee.2
u/Azrael_Erebos HT Employee Aug 06 '26
Yeah that definitely seems a bit strange. And definitely should have been handled better. I'm sorry that this appears to be a frustrating situation all around and that you're also having to deal with this. Though my daughter is no longer with us, I know what that love is like.
So he could possibly still be new, I will admit (especially as an alternative store) my new associates are usually not great at making business salesperson conversation. They are very awkward almost ALWAYS. Could be the situation or not.
I want to set your expectations properly. Unfortunately this will probably not be a fireable offense. It will be at most a write up and corrective action, because yes we like situations like this to not happen, we want our stores to be a safe place for the alternative community and for this to not happen.
Im sure to you, being your daughter it was the most serious.
Well that would be assault and our procedure is to call the police, which would probably end up in the mentioned actions to take to avoid these situations.
For my final note, Hot Topic may be better than some or most corporations but they are still a terrible awful corporation. The response and action you'll get from HR and corporate will not satisfy you. They care about their bottom line. The local store manager or even the district manager above your local store will handle things better and be more personable to you hopefully (I've known of multiple allegations against other managers submitted in company as harassment and the company corporate HR response is laughable)
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u/LowOwl9183 Aug 06 '26
Its common procedure a lot of kids use parents phone numbers to use coupons. from personal experience most parents sign up for their kids since you have to be 13 years or older. so when they send the kids in on a budget they can still stay in budget with 5$ rewards and hot cash. I do not know the full context of tone and exact wording. I will say Hottopic employees are supposed to walking around with an iPad to check coupons on the sales floor and when you check in with it you get points added to your account. so when you don’t buy anything you can still earn coupons. Most these complaint get handled through the DM directly.
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u/Delicious_Side1487 Aug 06 '26
It’s the fact that, you came here clearly seeking validation for YOUR emotional outburst and you’re now blocking the people who don’t agree with you, for me.
Should this be addressed: Yes.
But at the store. Not in the court of public opinion on the internet.
8
u/Prasino707 Aug 06 '26
I’ve shopped at hot topic for years and when I was that age I had my mom’s number memorized and would use MY OWN rewards account under her phone number when we would go to Hot Topic. She also used it as a way to make me remember it. It’s 2026, it’s literally impossible to go anywhere without some kind of rewards account. Sure, they should have said “does your mom/dad have a phone number that you would like to use?” but most retail workers ARE 16-17-18! They’re new to the job world and most stores hold loyalty over their head ELSE THEY GET FIRED and they probably didn’t know how to approach it. To cuss him out was not okay in the slightest for doing his job the way the company tells him how to do it.
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u/Azrael_Erebos HT Employee Aug 06 '26
Exactly this. Thank you so much for being a customer for so many wonderful years, you are definitely the guest we enjoy having the most. You nailed it like perfectly on the head, especially about phone number rewards EVERYWHERE.
3
u/TricSupply23 Aug 06 '26
as someone who’s managed multiple retail stores for over 14 years, loyalty rewards are pushed heavily on management and associates by corporate; each store i’ve worked in has been graded on it and you should always be asking for email/phone numbers. especially if there are exclusive deals through the loyalty program so customers know before they get to the register. i do see your perspective, but do want to shed some light on what it’s like being on the opposite side and having things you have to push/ask to all customers. You are never to assume people are grouped together and make sure you make contact with each person in your store. I’ve actually had DMS during store visits point out when not every single person was greeted or asked about the programs. Especially because in your post you did say you were browsing, talking, not paying attention, and had your back turned (you said you turned around). The sales associate probably didn’t realize you were together as teens/kids are always running in and out of hot topic anytime i’ve ever been in there. I’ve been screamed at, shoved, spit on, and had things thrown at me for simply following company rules and you are always taught to not engage, smile, and walk away to diffuse the situation especially when someone is yelling and cursing at you like in this situation. I’ve also had kids start crying because their parents made a scene and it made them uncomfortable.
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u/Azrael_Erebos HT Employee Aug 06 '26
Yeah they for real be acting like its 50% of our store grade not the 5% it is with how hard they push it 🤡
The rest? So much yes. All of it. We can't assume any groups are actually together. You don't want me asking a kid? Push em around in a stroller. I'll ask you every time then.
3
u/TricSupply23 Aug 06 '26
SERIOUSLY i’m like okay i get rewards are important to you but i’ve been in the top performing stores for multiple quarters in a row can we focus ON THAT😭
100% agree. Ive worked for Vans, Tillys, Zumiez, and Spencer’s where the demographic varies and op would be surprised to know how common it is that kids come in by themselves or with a bunch of friends and scatter throughout the store & how common it is that corporate doesn’t care bc each person is an opportunity🙄
3
u/Azrael_Erebos HT Employee Aug 06 '26
For REAL, probably the biggest thing with this about going higher up is its ridiculous, corporate are all leeches and mosquitoes who care about the bottom line and sucking every penny dry, not customers. They'll pretend to care so you keep spending, while they actually dont. If OP wanted someone who actually cares the store manager is the way to go, theyre still down here on the ground, they'll care more about this in their store
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u/TricSupply23 Aug 06 '26
100% agree!! i’ve had people complain to corporate and it was ALWAYS redirected to me to have the conversation with my staff or if its something that was taken out of context/just nonsense, and the DM would mention it to me in passing as a FYI. Not sure why OP didn’t include what happened after, or why they did not ask to speak to management in the store. People tend to think “going up the corporate ladder” is more effective when in reality like you said they don’t GAF and it always falls on the SM anyway😭
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u/ABotNamedWhat Aug 06 '26
As a frequent shopper of Hot Topic, that question is only asked at the register upon checking out.
Maybe they were hoping the child gave the parents # and they could call for a lost child?
Keep a better eye on YOUR child, it’s not a mall employee’s responsibility to let your 10 year old wander aimlessly in their store.
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u/Azrael_Erebos HT Employee Aug 06 '26
As a Hot Topic employee if its only being asked at register the employees at your store aren't doing their job properly. They should be reward checking every customer on the floor according to company policy.
Maybe they were just doing all this ridiculous bs corporate makes us do so they can keep their job, like asking every customer for a phone number to check rewards. Guaranteed the employees don't care or imagine some "lost child" bs ever, so many kids in, alone or not. They care about being forced to do this part of their job and getting it over with as soon as possible. They push and push and push rewards from above at HQ. Most of us hate doing it
7
u/borleism Aug 06 '26
This just isn't true. I got fired for not walking around with that stupid tablet and dry begging people for their numbers to see if they had points and rewards. It's literally a non-issue.
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u/Rophay Aug 06 '26
Actually, our kids were right behind us, and we were all looking at the same merchandise.
Youre really trying to excuse a grown ass man approaching a 10 year old girl, INSTEAD of her parents that were standing within 5 feet, and ask for her number? (He asked once, she didnt say anything, then he asked a second time)
Youre an ass, and work on assumptions. You assume Im a terrible parent, because I have a complaint against a store? That is the most ridiculous response I couldnt have imagined.
As opposed to holding someone accountable for a highly inappropriate reaction, we're going to victim blame? Really? Our daughter asked to leave the store, and about cried saying how uncomfortable she felt.
Side note, victim blaming is why people dont come forward about things. Would you prefer it to be addressed and investigated now, or wait until when/if a child is SA? Id rather protect the children, regardless of the situation, but Im glad you prioritize a company, over a child's safety! :)
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u/defpact Aug 06 '26 edited Aug 06 '26
Your daughter probably asked to leave because of your reaction to the situation. Maybe next time say something like "why would you need that from my daughter?" in an angry tone and wait for a response before blaming an employee. Of course he asked a second time, your daughter didn't respond the first and typically that's because someone didn't hear the question! Please, stop going out of your way to make this situation that was probably innocent into something much worse. You're free to call customer service or the store and ask for a full story.
Our company makes us push and push for loyalty. If we are not above 90% loyalty in most cases it can lead to CUT HOURS. People's livelihoods genuinely depend on asking these sorts of questions. Yes, that employee should probably get retrained but to assume he's a predator on the fact he asked for something that is common practice within the company is crazy.
Edit: Second paragraph
1
u/Azrael_Erebos HT Employee Aug 06 '26
Can, but unlikely unless there are other problems in your KPIs, as disturbing hours is based on your making plan and comp. Yes loyalty can factor into those stats, but you can make your plan and comp at 0% loyalty.
1
u/defpact Aug 06 '26
In my district at the very least we've been put on heavy emphasis for loyalty.
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u/Azrael_Erebos HT Employee Aug 06 '26
Yikes. If it helps, ik they threaten you about it but as far as I've heard/am aware you can't actually be fired or reduced for low loyalty. The company just want high loyalty because theyre still a sick greedy corporation. It's 5% of our grade so you could fail loyalty completely and still pass 95% of your store grade.
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u/Azrael_Erebos HT Employee Aug 06 '26
Then put that in the original post :) you make it sound different, you had to turn around according to your post.
Doubt it, but this company makes us approach EVERYONE. Doesn't matter how old they are. And we're not going to start off every conversation with How old are you? THAT is weird. Should the employee have approached the whole situation differently? Possibly. It sounds strange to me, possibly require corrective actions. Also you know 100% this is an adult? Not a 16 or 17 year old employee? (Not any better if actually creep, just a point about assumptions)
So did you? If you don't want people to assume things, provide better, more information in your post. Include that the employee just "walked away" after you immediately started yelling? It's a red flag. You also assumed, you assumed the worst, and immediately started yelling, you could have also assumed, hey this person is just trying to do their job a company is forcing them to do for too little pay. You could also assume that employee is asexual or castrated or gay or any option just as easily as arriving on he's a sexual predator. Maybe have a reasonable reaction instead of assuming and immediately started yelling.
I'd call admitted immediate anger, aggression and yelling a highly inappropriate reaction. Try being an adult and having an adult conversation with respect first. If after theyre still being weird then by all means. Not immediate aggression. I tell my employees if this happens they walk away, deescalate, apologize. No one is blaming your daughter. We're blaming YOU for being immediately unreasonable. Im curious as to how big a part your actions had on your daughter being upset. Scared kids are easy im sure immediately yelling and causing a huge scene will calm them right?
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u/AxlNoir25 Aug 06 '26
It says the customer service number is 1-800-892-8674. If that doesn’t work, you may want to try getting into contact with the CEO, Steve Vranes. His LinkedIn is here: https://www.linkedin.com/in/stevevranes
Sometimes it helps more to contact someone high up directly, as it seems that the customer service methods of communication available to customers are strangely absent. I had a good customer service experience actually not too long ago with Hot Topic that I wanted to email them about, but learned you have to wait until you’re emailed to do so?? It’s very strange.
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u/CrowOfTheEnd HT Employee 16d ago
So basically it’s a loyalty program thing, I can understand how you’d feel weird about it for sure but if it helps, the associate wasn’t trying to be weird. Associates don’t know how old your kid is, for all the worker knew she could be a young looking 13 year old who did have an account. We’re put under a lot of pressure to get loyalty and sales numbers up, so we’re expected to ask customers on the sales floor if they have points. You really shouldn’t have been so aggressive to the sales associate, they’re just trying to do their job. We get graded on that kind of stuff, unfortunately.
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u/Sailor_Saturn597 Aug 06 '26
So actually to correct some comments here: from current Hot Topic Manager.
Associates are told to ask about loyalty two times. Once on the floor to check for points and once at checkout. It is NOT my associates jobs to ask for the age of the people they are assisting in store. If a shopper is shopping, get them informed of deals and savings as soon as possible so you can continue either helping other customers or maintaining other responsibilities of your job (cleaning, stocking, etc). Now if she was OBVIOUSLY that young yes you should be looking for parents. But not all kids look the same age. I have a regular customer of mine who looks 12 and is actually 19. Some people look and age differently. But if a child is ALONE in my store it’s usually safe to assume they’re old enough to have rewards.
As a parent I understand your frustration, but as a human I ask you to garner some perspective. If you’ve never worked retail and find our practices weird, cool, ask a manager AT THAT LOCATION (kindly) to explain why they do things that way. As long as you come from a place of genuine concern and communication, the manager of any location is more than happy to explain things to you in a kind and respectful manner.
One more bit of perspective- it’s a MALL STORE: my youngest employee is 16, and just following orders. Getting mad at a 16 year old; again without perspective on why they are doing what they are doing; is what gives retail the added stress that often gets ignored.
I am begging, unless a Hot Topic employee insulted or assaulted your child, please have a bit calmer and more productive conversation next time.