Why I Fought to Save Three Bucks (and Why You Should Too)
Published on - August 7th, 2008 (by J.D. Roth) This guest post comes from Donna Freedman, a blogger at MSN Money’s Smart Spending blog. Donna is one of my favorite personal finance writers. This is a reprint (with permission) of one of her recent pieces.
On Friday I visited Office Depot for school backpacks at the killer price of $2.99. Along with other loss-leader school supplies, they’ll be donated to a local social services agency. At the checkout, I handed over a “20% off all backpacks” coupon from an Office Depot mailer. The cash register wouldn’t accept the coupon. “These are already on sale so the coupon won’t work,” the salesclerk said.
I noted, politely, that the coupon did not say “not good on sale-priced items.” The cashier tried again. No dice. “It’s not letting it go through,” she said, and waited. I got the distinct impression she wanted me to say, “Oh, that’s OK.” But I wasn’t going to say that, because my belief is that a store should honor its published offers.
She called a manager, who told me the coupon wasn’t intended for sale items. I again pointed out that nowhere on the coupon did it say that. This started off a 10-minute dance between manager and consumer over what would have been a $3 discount.
Before you write me off as an intractable miser, consider this: What happens when consumers do not insist that businesses keep their word?
All kinds of reasons
During our little discount minuet, the manager demanded to see the mailer from which I’d taken the ad, saying it would explain that the coupon was not good on sale items. I went out to my car and got the ad; it said no such thing.
The manager, whom I’ll call Nancy, tried several other tacks. She pored over the fine print in the store’s weekly ad — complaining it was hard to read because the doctor had dilated her eyes that morning — but nothing in the ad excluded coupons. She said that “corporate” never intended for coupons to be used with sale items, and that’s why the computer wouldn’t allow it — the computer is programmed by “corporate.”
If that’s the case, I suggested, then “not valid with sale items” ought to be written on the coupon.
She looked at it again, noting the phrase “we reserve the right to limit quantities.” I’d bought five, the limit noted in the weekly flier. Nancy said, “I’ll give you the coupon on one of them.” I replied that nowhere on the coupon does it say that it was good for just one item.
“It says ‘one-time use’, so I’ll let you have it for just the one.” I suggested that “one-time use” might actually mean that I couldn’t use the coupon again the next day.
Nancy said that when I signed up for the store rewards program, I would have gotten an e-mail explaining, among other things, why coupons couldn’t be used on sale items. I repeated, “Shouldn’t that be written on the coupon itself?”
A real headache
The manager said she’d send my “information” to corporate headquarters and have them explain why coupons can’t be used on sale items. First she asked for my driver’s license, which I would not have given, and then decided that just my rewards card would do. She wrote down the card number and told me that at $2.99, the store was losing money on the backpacks. Using a coupon made it worse.
I replied that I was familiar with the concept of a loss leader: you lose money on some items to get people into the store.
Finally the manager told the cashier to override the register and ring up the discount for all five backpacks. “I don’t want to spend any more time on this. I have a headache,” she said.
You and me both, Nancy. Confrontation is not easy for me. I simply wanted Office Depot to make good on its published promise.
Why you should care
Some of you are probably thinking, It’s only $3 — give it up, already. I don’t think that the amount matters. The company mailed me a flier full of discounts in the hope I would come to one of its stores. When I tried to use one of those discounts, employees decided that it shouldn’t apply to sales.
Suppose you saw a coupon good for 20% off all winter coats, but when you get to the store you’re told, “Oh, it’s not good on red coats.” Or imagine seeing a car ad, “20% off all Chevrolets,” but when you get to the dealership you’re told that it’s only good on four-door sedans.
There’s a term for this. It’s called bait and switch. Get the customer into the store and then change the terms.
What happened at Office Depot was not a bait and switch per se, but it still wasn’t good customer relations. Yes, I understand that the company is taking a hit pricing its backpacks at $2.99 and that an additional 60-cent discount hurts even more. But that’s a cost of doing business: Advertise something really cheaply and hope people buy enough other things to make the loss leader worthwhile.
Certainly any company is within its rights to limit coupon use on loss leaders. But if that’s what corporate wants, then corporate needs to be very clear, and it needs to do so on the coupon. I don’t want to rely on the personal interpretation of a cash register. Or a manager with a headache.
J.D.’s note: I’m proud of Donna for standing up for herself. It can seem ludicrous to fight bureaucracy for just a few bucks, but I make a point of doing it, too. (Read “I want my four dollars!” for a real-life example from the early days of Get Rich Slowly. I love that story.) Later today I’ll share another tale of fighting corporate madness. Photos by The Consumerist and mlcastle.
GRS is committed to helping our readers save and achieve your financial goals.Savings interest rates may be low, but that’s all the more reason to shop for the best rate.Find the highest savings interest rate from Ally Bank, Capital One 360, Everbank, and more.
This article is about Basics, Marketing, Real-Life, Shopping
Disclaimer: This content is not provided or commissioned by American Express. Opinions expressed here are author's alone, not those of American Express, and have not been reviewed, approved or otherwise endorsed by American Express. This site may be compensated through American Express Affiliate Program.
Discover is a paid advertiser of this site. Reasonable efforts are made to maintain accurate information. See the Discover online credit card application for full terms and conditions on offers and rewards.
SEARCH FOR RECENT ARTICLES
Ha! This reminds me so much of The Office episode where Micheal orders 8 pizzas and has a half off coupon. The delivery boy says it only works for up to 2 pizzas, but it doesn’t say that on the coupon! So they proceed to to hold the delivery boy against his will. Funny Stuff.
loading....
Good for her. Many of these stores have started using vague terms on coupons like “not valid on technology”. I’m not sure what technology really is. The man in line in front of me wanted to use a 20% off coupon on a graphing calculator which the store called technology. I’m not sure I call a TI84 technology (if I can buy it at a drug store is it really technology?).
The man seemed nice so I stepped up to help. I grabbed a cheap calculator off the shelf put it on the counter and asked the other cashier if I could use the 20% off coupon with this he said “yes” I pointed to the TI84 and asked about it he said “no, it’s technology” so I inquired about when a calculator becomes technology. I asked him to show me so I drug him back to the calculator section and kept pointing to calculators asking if they were technology or calculators? He was towing a line of graphing calculators are technology standard are office supplies. I found some really fancy $200 engineering or accounting calculator which I couldn’t make heads or tails of, he said calculator, I read the box which said “technology driven” or something similar on it. Clearly they wanted people to come in to try and get a Graphing calculator for school with a coupon and end up not using it and buying one because they were there. The employee eventually cut me a deal and said he would let me use the coupon with the TI84. I told him I didn’t want it but the guy up front did and he should get to use the coupon. You could tell this employee was a bit upset that I stepped in to win this battle for another customer. They gave him the 20% off and scowled at me. I won.
loading....
I stopped going to a particular grocery store because they refused to honor coupons I had printed on my computer, even though their corporate policy didn’t ban them. So the grocery store saved themselves a few dollars that day, but lost thousands over the long term. While I don’t think the customer is always right (sometimes they’re trying to get away with something they shouldn’t), in your case Office Depot wasted lots of time over $3 and potentially lost a long term customer. That’s a terrible corporate policy if they want people to actually come back to their store.
loading....
I love seeing others fight for every penny.
I find that I either am careful with my money or I am not. Being careful with large amounts but not paying attention to pennies and dollars just isn’t possible for me.
I have spent a significant portion of my adult life living in countries outside the United States and have been fortunate enough to be exempt from foreign taxes. In every country I lived in sales clerks regularly told me that they did not know how to ring up a sale without tax. Most of them never understood why I was willing to wait around for a manager to ring up the sale just to save a few cents (or yuan, or dollars, or whatever).
RDS
http://financialvalues.blogspot.com/
loading....
This is a very good example of why small things matter. Good job!!
loading....
This has everything to do with holding a business accountable to keeping their word. You were right to keep your ground and not give in!
loading....
Great story! I agree, it’s difficult to justify 10 minutes for a $3 savings, but your supporting argument changed my mind.
The thing is, these large companies seldom err on the side of the consumer. The consumer is expected to read the fine print, so the corporations should be held to the same standard. $3, in this case, is the difference of a disadvantaged kid having a backpack. $3 in the corporation’s hands is not even a drop in the bucket.
loading....
No thanks. This is a “battle” I will always skip. I can assure you that Office Depot is not trying to pull a fast one, because the last thing they need is a bunch of clogged up register lines. And remember that store-level employees WANT this stuff to work. The last thing they need is a difficult transaction like this. They want your coupon to work because it makes their lives easier. Of course anyone willing to make a scene will almost always get their way because the store manager cannot afford to make other customers angry because of their wait. And a good mananger knows that corporate will always say to give the customer what they wanted if the complaint reaches that stage.
So if you take this tact you didn’t “win” because store management has no choice. You didn’t pull one over anyone. My personal preference is to make enough money that $3 is not a concern. Thanks.
loading....
The idea that the manager even attempted to thwart the use of the coupon is outrageous. These big box stores stand to lose a lot of credibility in a hurry with today’s blogosphere.
loading....
“My personal preference is to make enough money that $3 is not a concern. Thanks.”
Why do posts like this always get people like Kevin commenting on them?
loading....
I am glad she stood up for herself and using the coupon. Stores need to be more clear on their policies. I have found that many cashiers are very confused over how coupons work and stores need to do better about training them. I had a similar experience at Target over cheese coupons. It was a nightmare, but I stood my ground and they honored the coupons. Unfortunately most people give up immediately and of course that is what the stores are hoping we do.
loading....
I agree with Kevin #5 The world isn’t out to get all of us and screw us all out of our three dollars. No one who managed to get a coupon to work when the store claimed it wouldn’t isn’t changing lives. Websites like the Consumerist have bred an Us vs. Them attitude that is useful when a company is legitimately pulling a fast one (lowering product sizes, keeping prices) but has unfortunately led to the symptom of entitlement among millions of consumers everywhere. I would hesitate to argue that the customer is not always right. Besides, what a waste of time. I hope there weren’t 20 people behind you. And I hope you’re fighting just as hard for bigger changes, perhaps lobbying with your state representatives for stricter rules on commerce if you are really so concerned about the legal language on a coupon.
loading....
The clerk was right about what one time use means though, or at least that has always been my understanding of the term. They don’t need it for the next day because they take it away when you use it.
loading....
I’ve had this sort of thing happen to me on multiple occasions. I’ve also had the weird experience of a cashier ringing something else wrong, then they whine about fixing it.
Here’s the run-down:
I was buying kale, which is by the bunch. The cashier accidentally rung it up twice (I heard 2 beeps), and then they quickly shoved it in a bag. I said “excuse me, but I believe you just rung that up twice”. The guy said “that’s because there is 2 bunches”. I asked him to check the bag, he would see it was only one bunch (a large bunch, but a bunch nonetheless). He rolled his eyes, pulled it out, saw it was one bunch, let out this annoyed sigh, then shoved it back in the bag. After he deleted the 2nd entry on the receipt, he actually had the nerve to say, “Happy?!”
Yup, I’m happy, but you won’t be when the manager hears what just happened…
loading....
Good post. Reminds me of the Consumerist.
PS-I know it’s merely for illustration, but the picture you posted is one of Target. You should use one of an Office Depot or something more generic.
loading....
This is a great illustration of how much customer service has gone down hill in the last fifteen years or so. I worked the cashiers at Wal-Mart in the early ’90s, and our general store policy was that if a customer haggled over a couple of bucks, cheerfully let them have their way, keep them happy and coming back, and keep the line moving. That sort of thinking just doesn’t exist anymore, at least not in large chain retail.
loading....
Hurrah!
I did this for years at the grocery store. They were notorious for overcharging, or not recognizing sale prices. Not overtly I’m sure. They were probably just sloppy about updating their scanner-registers. It became a game for me, and an incentive to get my kids to behave well at the store. (We got double the item price refunded, and the kids could keep it.)
My hard work did pay off, over time I caught errors less often.
I did recently discover that to get double the difference I have to pay the bill, then go to customer service. If I catch the error on my handheld scanner before checking out I have to wait at the CS desk just as long but no refund.
loading....
Keep in mind the cashier is probably the lowest paid employee in the store… They wouldn’t be there if they didn’t NEED the job. The cashier is not out to screw you. They are just trying to get thru the day and keep thier job. Instead of tying up the cashier and manager (as well as other customers in line) send a letter to corporate. Outline the problem, be specific, and ask for a remedy.. You will probably get a coupon or gift card for more than the amount in question and you have let corporate know that we comsumers see this as a problem..
SAVE ON!!!
loading....
The manager should have just overrided the sale right away instead of arguing with you. Sheesh.
loading....
@Ellie – I agree that you received some very rude service. But the mistake was corrected. When I find myself in your position I try to bear in mind that cashiers and store clerks are human beings too. Maybe the cashier was sick that day. Maybe there was a fight with the spouse. Maybe his/her kids are having problems in school. The point is, not everything requires a talk with the manager. If they insisted on over-charging you, then yes, that requires a visit with the manager. Otherwise, sometimes the charitable thing to do is turn the other cheek and let it go. I’m 37 and I’ve never filed a complaint with a manager. It is almost never necessary.
loading....
This story really turned my stomach, perhaps because my mother has been in retail management for years.
Corporate really DOES control these decisions most of the time, and this kind of behavior on the manager’s part often results in disciplinary actions. While you saved a few bucks, you may have cost that woman her job for not adhering to corporate policy. Store managers at big box companies absolutely DO NOT have the power to make these kinds of decisions. While you might think you’re fighting “the man” or at least “Office Depot”, “Nancy” is really the only one you’re fighting.
Are these stores sloppy in their language? Sure. But I’ll bet that “Nancy” didn’t write that coupon, doesn’t work at Office Depot for the sheer satisfaction, and won’t appreciate the hassle of explaining this situation to her DM.
loading....
When I’m confronted by someone telling me that the store or company intended something other than what the coupon says, I simply point out that they’re not bound by what they intended to say, they’re bound by what they said.
It’s also worth noting that there will be times when the store manager simply won’t back down. If you leave the store unsatisfied, definitely file a complaint with corporate on the store’s web site. There are plenty of sources of advice on how to write an effective complaint letter, but the basics are that you should be polite, be factual, be reasonable, and clearly state what you are looking for as compensation for the problem.
If you leave the store without satisfaction (provided you’re not being unreasonable), it can be attributed to the ignorance or lack of customer focus of the store’s personnel. This is not a good thing, but it isn’t terribly unusual. Most of these people are there to get their eight bucks an hour and go home.
If you don’t get satisfaction from corporate, it means that a very highly paid person is making a decision to reduce the company’s revenue by alienating a customer. This is the kind of decision that tends to weed people out before they reach such a level in a large retail organization, and as such is very unusual.
loading....
I’ve actually had the OPPOSITE occur to me. I was purchasing some clothing and had a $10 off coupon. I hadn’t realized it was expired, but the cashier gave me the discount anyway.
About a week later I was making some purchases at Canadian Tire (big box store), and I knew my coupon expired the day before, but I thought I’d try it. The cashier said it was expired, but then asked if I had a few minutes. I said I did. She then went and found a coupon that was printed in the local paper for $10 off, photocopied it, and then allowed me to use it. That’s good customer service!!
loading....
In regards to what Kevin said, sometimes when you get to a cashier you might be the 100th, 200th or even 500th person they have dealt with that day you don’t know how rude those people before you have been, and sometimes it just adds up. It’s unfortunate and it doesn’t excuse rudeness, it is another thing to keep in mind though.
Also anyone who has never worked retail might be shocked at how many people treat cashiers as subhuman.
loading....
I agree that standing up for yourself was the right thing to do as you were correct. If the coupon did not say that it did not apply to sales items, then you should have been able to use it regardless of the fact that the register did not read it. Nevertheless, I diagree with your examples that you used. It is in no way the same as going to a store selling winter coats and then they tell you it does not apply to Red Coats only. Office Depot was making the argument that it did not apply to Sale Items because the item you were buying was already on sale, and to discount it more would be rediculous. Yes, they made the mistake so you were able to take advantage of that mistake, but in no way was is it the same as your example. Additionally, if a bunch of cars are on sale, and you can get 20% off, it would be a mistake on the part of the dealer to not mention that it does not apply to 4 door sedans. The example given by another person about the different types of calculators would fit your metaphore more accurately as you cannot say certain calculators are technology and others are not. This mishap with the coupon not saying it does not apply to items on sale was simply a mistake, not a bait and switch. Its OK to give a corporation the benefit of the doubt. Yes, the customer service was terrible and the manager did a terrible job, but Office Depot “the corporation” was not out to get you.
loading....
At 10 minutes into the conversation, you’ve tied up the manager + cashier for 20 billable minutes of wages. That alone, one would think, should surpass the $3 “loss” the company is trying to save.
I’ve done this back in the day with cold-calling telemarketers and a few times in person at stores, similar to this instance. Point out that the clock is ticking and while they are arguing with you, it costs the company money each minute they sit there and argue a petty fact with you. This usually really irritates them =)
loading....
Recently I went to best buy with two coupons, one which was 12% with their rewards card and one which was 10% regardless. I bought two items, one more expensive than the other, but both were valid for either coupon.
Obviously I wanted the higher priced item to get the 12% off, so I specifically asked the cashier if it would work that way, because I’d buy the items one at a time if I needed. I was reassured, but it didn’t go through that way at all.
The lady at the customer service practically argued with me that there was nothing that could be done “the computer just applies the coupons randomly” (yeah right), and it took some time to get across the idea that I would have bought them one at a time if I had known. “There’s nothing I can do”. I suggested return them both and buy them again one at a time, which she eventually did.
loading....
In 1957, a woman bought a pair of jeans on sale for $8. When she found out the zipper was broken, she came back and asked for a refund or a replacement. The store refused. Then she stopped payment of the check that she had used to pay for the jeans, had the zipper repaired herself for $2, and offered to pay the store the difference of $6. The store refused her offer, demanded full payment of the original price of the jeans which was $13.98, and, when she refused, filed a criminal complaint for fraud against her — admittedly to make an example of her so other customers don’t stop payment on their checks.
She filed a lawsuit against the management of the store for malicious prosecution because she had not intended to defraud the store and they knew that. The trial court threw out her case immediately. She appealed it to a federal court — literally making a federal case out of an initial argument over $2! She won!! (She didn’t exactly win the $2.8 million in damages she was seeking — just the right to pursue her case as a legitimate case in trial court and so forth. So she probably settled with the management out of court for a tidy sum.)
The moral is sometimes it does pay to fight over a mere $2!
Here’s a link to the actual case if anyone is interested: http://bulk.resource.org/courts.gov/c/F2/591/591.F2d.242.78-1637.html
loading....
I totally agree that it’s worth saving the money, and we should all demand accountability but please please please take it easy on the young ones. I spent many years as a cashier, and at 16 years old working part time having a customer “prove a point” regarding something I had yet to fully understand was a really awful experience. Ask for a manager, remain calm, some of these kids are still learning and only repeating what they’ve been taught.
loading....
I work part-time at a moderate department store. Just a few days ago, a customer flew into a rage because the items she wanted to purchase were CLEARLY excluded on the coupons she had. She had such a fit, the next customer actually took several steps back. She ranted and raved about how “they give you this coupon just to get you in the store and then you can’t use it”. Yes, ma’am, every merchant uses coupons to get you into their store. They can be used, if you follow the rules. It is no different than driving down the right side of the road – that is a “rule” – you would have a bigger fit if someone broke that rule. My employer excludes certain items on ALL coupons – it is not their choice – it is in the selling agreement with the manufacturer.
In the situation with the calculator – the ad people need to be more careful and more specific. They seemed to be sloppy and assumed that the average customer knows what they know. BIG MISTAKE!
My employer expects us to follow the ‘spirit’ of their customer service motto – not the ‘letter’ – however, we cannot give away the store just because a 40 year old cannot read and wants to throw a tantrum. If I gave everyone what this woman wanted, I would not have a job.
loading....
I think part of the problem is that people tend to have bad reactions to coupons. I’m not sure why.
I was once using several coupons at a Walgreens to buy some makeup. The store had the makeup on sale (buy one, get one free), and I had some manufacturer’s coupons for the brand. Something like $2 off each item. The coupons were limited 1 per item, not one per customer or transaction. So I brought several coupons.
As I went to check out, the store manager told me repeatedly that I was committing “coupon fraud”. He said it wasn’t right for me to use the $2 off when I was getting one item for free. Basically, his argument was you can’t take $2 off of free (not true: it’s called -$2, or an overage). I told him he could either ring up the purchase, or refuse me service, but that I wasn’t committing fraud since there wasn’t anything on the coupon dictating “not applicable with other offers” or something similar. Fortunately he decided to ring up the purchase, but repeatedly called me a thief.
Of course, that experience has now left such a bad taste in my mouth that I doubt I’ll ever go back to Walgreens (this happened 6 months ago). I saved money, but I was mortified.
loading....
This is such a poor example of bait and switch…
And I agree with Kevin: it’s $3 – let it go girl…
loading....
It kept being said that it was only $3. No, it was only 60 cents. And your battle is with corporate not the kid who has nothing to go on other than what the register says. I as the cashier will give 60cents to people like you just to make you go away and make everybody elses life a little bit smoother, i.e. all those people in line behind you. karma will take that 60 cents from your grubby little hands soon enough anyways.
loading....
I’ve worked retail on and off for about 10 years, and yeah, Office Depot should have honored the coupon without question since it didn’t say anything about not being valid with sale items. I’m uneasy about the sort of things that people do with coupons, like Autumn #18 was describing, but mostly from the cashier’s point of view. Depending on the retailer, it’s entirely possible that a cashier could get into significant trouble doing some of those things.
loading....
Congratulations. You wasted your own 10 minutes, the 10 minutes of the register operator, the 10 minutes of the manager, and the 10 minutes of each person behind you in line…for $3. Victory! Don’t get me wrong, I agree that they shouldn’t have such undisclosed rules regarding their coupons, but three dollars? Seriously? You were willing to create a huge amount of stress (I’ve worked retail; dealing with customers like you is hugely stressful, even when they’re in the right) and waste 10 minutes of your time for three dollars?
“Oh, but it wasn’t just about $3! I won a battle against big bad mean old corporate America!”
Or, what’s more likely, is that big bad mean old corporate Office Depot never heard of and will never give a single damn about this incident, and you just wasted a bunch of people’s time and created a situation in which several people daydream of *harming* you, all for $3. I wouldn’t really call that a win.
I would have inquired as to why the coupon didn’t work the way it should have worked and then I would have dropped it, until I got home. At that point I would have written an e-mail or letter to Office Depot, informing them that their intentions for the coupon and what was actually printed on it were misaligned. They’re the ones that printed the coupon, they’re the ones that come up with secret rules such as “no coupons on sale items,” and they’re the ones that put such rules into the registers, so they should be the ones to get an earful.
I suggest that everyone here go read http://notalwaysright.com/ for a bit. I can assure you that those kinds of stories are not exaggerated. They happened to me just about everyday I worked retail. Now, the next time you walk up to a register and the employee seems a bit on edge, defensive, or maybe just a little upset with the world, maybe you can understand why.
loading....
Meanwhile, I’m the guy in line stuck behind you.
I just popped in to buy some pens.
It ended up taking over 20 minutes because of you.
I’m self-employed and bill my time at $100 an hour.
I’m glad you saved $3. You just cost me $30.
loading....
I definitely see Donna’s point of view and would want the 20% discount for myself as well. But I can also see Office Depot printing “not valid with sale items” on their coupons in the future as a result of this.
loading....
It concerns me that certain people can treat money so indifferently. When I was a poor college student, $3 was really the difference between me suffering from hunger symptoms for a day or having a decent day at school. $3 is a big deal for so many people, it’s water, it’s food, it’s transportation and it kills me that $3 can be so insignificant.
I’m no longer poor, but i know first hand what it’s like to be in that situation, where you’re actually counting your savings in dimes and happy to have “gourmet” ramen in your roach infested bachelor. I respect every single penny I come across. If I drop one on the street, I go back and pick it up.
So for those who fight for their $3, then go for it. I applaud you and I’d try to do the same.
loading....
While I understand the sentiment of the “move on, it’s only $3″ crowd, I completely disagree with them. I strongly believe that it’s important for consumers to stand up for their rights in cases like this. And it’s perfectly possible to do it, as Donna did, while being polite and not taking it out on the employees.
On the other hand, I do agree with many commenters that taking this too far can breed an Us vs. Them attitude that’s counter-productive. Be polite. Fight only for what is fair.
Melissa A. (#19) is right: the correct response from the manager — both from a customer service and a profitability standpoint — was to just give Donna the three dollars from the start and move on.
Beth (#30) points out a type of customer I hate: the one who thinks she is always right, even when she’s clearly wrong. These people make my blood boil because they waste everybody’s time. But Donna wasn’t one of those. Donna was right, and I’m happy she fought her little fight.
Finally, Uncle Midriff (#35) has a good point that sometimes it’s better to take the fight to where it really matters: in this case with “corporate”. The real problem there, though, is that it can be nigh impossible to fight the bureaucracy. I’ve tried it. It’s a nightmare.
loading....
I cannot count the number of times I have had to FIGHT for a few cents, but I know it makes a difference in my pocket each & every time I insist that the company stick to their word. We are meant to stick to ours, when we use our debit card to pay them or write a check assuming we have enough money in the account to cover it. When we don’t hold up our end of the bargain we get slapped with fees & nasty phone calls & letters because we have to stick to our word. It’s only fair they do the same. So often, sales associates don’t seem to realize how one bad episode with an honest consumer can turn that consumer from the store, not forever perhaps, but for a while. I always appreciate someone going the extra mile to see it from a CONSUMER’S point of view & NOT CORPORATE’S POINT OF VIEW!
loading....
The problem for me is corporations. There is such a disconnect with people because corporations are run soley for profit. That is why I think people see this a such a triumph.
A separate issue is paying low wages for these jobs, no job security, etc. Corporate thinking eliminates the person and focuses on the costs.
Don’t shop at a corporate store. Patronize those few shops left where you can talk to the actual owner, or their manager, in the store.
loading....
#36 Matt: This is when you need to be a more mindful consumer & ask someone to open a new register so that you can go on your merry way while others are trying to make sure the “Big Guy” sticks to his word. Obviously, you don’t know the value of $3.00 to those of us who don’t make $100.00 an hour. And why are you billing someone while you’re buying pens?
loading....
Retailers send out fliers and catalogs with misprints all the time. Let’s put them all out of business by holding them to their error and make them sell me a $300 item for $49. Yeah!
Sometimes you should consider what it’s like when the shoe is on the other foot.
loading....
Rock on Donna Freedman! It’s nice to know that there are other people who care about a few dollars.
If I didn’t look over my utility bills and credit card statements, and then take a couple hours a month making phone calls to fix errors – I would be out $50 to $100 per month.
Every little bit adds up.
loading....
I have regularly had to fight with my local grocery store and (chain) drug store for not having their sale prices in the scanners.
For example, “Kraft Pudding (various flavors)” will be on sale, and the sign is in the are of all the puddings — but when I check out, the butterscotch flavor doesn’t ring up with the rest of them on sale.
Also, the drug store recently changed its “buy one get one” policy from the (standard) that you can buy one at half price to “you have to pay full price for the first one and then zero for the next” and so on. This was never marked or noted anywhere, and I’ve never seen any other store ever do that. There are, however, signs for it now with “BOGO” items, a few weeks later.
loading....
Reminds me of my fight with McDonalds’ whose $1 large drinks only if you don’t order it with a value meal then its $1.49!!
loading....
I had similar incident recently when a fast food coupon I had didn’t ring through correctly. The entire meal should have been for $3.00, but it rang up at $3.58. Yes, I argued over the 58¢. The young man at the register wasn’t able to override the coupon, so I asked for the manager. She looked at the coupon and decided that yes, indeed, the register was scanning it incorrectly. She gave me my 58¢.
Was it worth it? Yes, I think so. The small amount, in and of itself, wouldn’t make or break me, but it would determine whether or not I returned to that place of business.
Also, instead of looking at it as “just 58¢”, I look at it as a percentage. I would have ended up paying nearly 20% more for the meal if I hadn’t argued my case. I don’t know about the rest of you, but I think a 20% upcharge is pretty hefty. If I’d been buying a $100 item, I certainly would have argued it if they’d tried to charge me $120.
loading....
You know, I would probably PAY $3 not to have to fight with people for half an hour to get my way over something so small. And I don’t have $3 to spare.
loading....
The consumer was getting a great deal on backpacks, and was going beyond greedy to expect more. Just because the legalese wasn’t printed on the coupon doesn’t mean that the consumer was right to expect to get the discount. People like this consumer are make this such a litigious society. And this WAS NOT Bait and Switch, and to even use that phrase in this example totally overplays the consumer’s hand in this.
However, the manager should have immediately applied the 20% discount. There are some consumers who you can make happy only by making them feel as though they got away with something.
loading....
“Meanwhile, I’m the guy in line stuck behind you. I just popped in to buy some pens.
It ended up taking over 20 minutes because of you. I’m self-employed and bill my time at $100 an hour. I’m glad you saved $3. You just cost me $30.”
If you are performing a legitimate opportunity cost analysis to shopping for pens, and you are actually turning down available work at a rate of $100/hr, then you are a fool for going to Office Depot in the first place. A fool. You should have ordered your pens from Amazon in the first place, in less than 5 minutes, and stayed in the office to keep billing hours. More likely those extra hours weren’t actually available, so in this case, your “my time is worth X!” argument is hogwash.
loading....