SCENE: A modern day bookstore with in house coffee shop.
PLAYERS: TGC (The Good Customer); Cashier
ACT I: TCG walks into bookstore. Not shopping for anything in particular, she is just walking aimlessly through the aisles hoping that something interesting will catch her eye. In the SALE section, she finds a charming stationery set. She takes note of the sale stickers on the box. There are 2 stickers. One reads 30% off and the other BuyOneGetOneFree (BOGO). The assumption is that after being reduced to 30% off, the item was further reduced to BOGO (or 50%). She proceeds to find another set to take advantage of the BOGO offer. With her items in tow, she walks towards the checkout line to pay.
ACT II: TCG is now in the checkout line waiting patiently for her turn. Finally it is her turn and she approaches Cashier.
TGC: (smiling) “Hi, how are you?”
Cashier: Doesn’t respond and proceeds to ring up the items.
TGC: Collects items and says: “Thank you”
The TGC walks away from cashier and looks at her receipt. She has noticed something wrong with the receipt and walks back to the cashier.
TGC: Taking item out of shopping bag and presents it to the Cashier – “Excuse me, but isn’t this BuyOneGetOneFree?”
Cashier: “No. It says 30% here.” Points to 30% sticker.
TCG: Points to BOGO sticker. “But why is there a BOGO sticker here?”
Cashier: (nonchalantly) “I don’t know.”
TCG: (incredulously) “You don’t know?”Â
Cashier: “Nope.”
It’s a stand off! The TGC is visibly frustrated. Cashier offers no resolution or explanation. Cashier just stares at TGC indignantly.
TGC: “Well, can I talk to someone else about the sticker then?”
The Cashier sighs heavily. He picks up a phone and says: “Customer here has a item that has 2 stickers ….. uh huh”. Hangs up phone.
He takes the items and re scans them into the system. Cash register opens up. He takes some cash out and hands it over to TGC. Still not speaking, he hands the items back to TGC and dismisses her by calling for the next customer.
Although TGC did get receive the BOGO promotion, she is outraged! No explanation, no apology… nothing! “I don’t know”, doesn’t constitute as customer resolution. In fact the Cashier didn’t even care to deal with the issue until requested by the customer.Â
The TGC is appalled that Borders Bookstore in Westfield San Francisco Center would have such deplorable customer service.
30%off OR BuyOneGetOne Free???
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I saw an “on sale” sign and walked into a clothing shop. I found a shirt that I liked and saw that it was reduced to 30$, so I looked around the same area and picked one that I figured was in better condition than the rest. I went to the cashier and tried to pay, when she told me it was 60$. I looked at the tag and sure enough, it says 60$. So I grabbed another shirt with a 30$ tag on it, brought it to her with the 60$ shirt and tried to ask her in the most pleasant manner why one was 30$ and why the other one was 60$. She just gave a big sigh, rolled her eyes, shook her head and pointed to the 60$ tag. Maybe it was the language barrier, but when I repeated my question again, she called another clerk over and asked him to explain. His explanation was that the 60$ tag was the new price. So they reduced the item to 30$ and then raised it back up to 60$ during a sale? In the meantime, another customer behind me was shaking her head impatiently and saying, “Oh, come on.” I think that was very rude of the customer, I didn’t even take 5 minutes, and if you had to pay double the price of what you originally thought you were going to pay, wouldn’t you ask why too? I also think that the clerk had no idea what he was talking about, but just gave me some lame reason in order to move the line on. If they actually did raise the price, they should remove the cheaper price tag, it could be very misleading.