The Good Customer

WHAT? :  Front & Company

WHY? : While their main business is clothing – new, samples, and consignment, Front also has an adjacent retail space that focuses on gifts. In this store, you will find cute stationary, home accessories, and kids stuff. The real gem here is their fabulous selection of greeting cards. This is not your neighbourhood Hallmark. Expect to find unique cards for every genre and occasion. Many of these cards are created by local/worldwide designers. A wonderful store for the discerning card shopper!

WHERE? : 3772 Main Street, Vancouver BC, V5V 3N7  Canada

www.frontandcompany.ca

Popularity: 1% [?]

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?” 

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. 

The TGC is appalled that Borders Bookstore in Westfield San Francisco Center would have such deplorable customer service.

30%off OR BuyOneGetOne Free???

Popularity: 1% [?]

Once upon a time I travelled to the land of Staples to make a photocopy. I decided to walk around to see if I needed to purchase anything. 20 minutes later I was standing in line to pay for my items. After the sales associate rang up my purchases I asked if I needed a key/card counter for the self service photocopier. I was told I needed to purchase a card for a minimum of $1.00 value.

ME: $1.00?? But I only want 1 copy.

CASHIER: You have to purchase a card.

ME: For $1.00?? How much is 1 copy?

CASHIER: 7 cents

ME: ….. soooo, I can’t just pay 7 cents for a copy?

CASHIER: (exsaperated) Nope. You need a card.

ME: (speechless)

CASHIER: You can use the card with the remaining value next time you copy.

ME: But I just want 1 copy!!!! There won’t be a next time!

CASHIER: Well it’s a gift card so you can use it towards your purchases.

ME: (thinking to myself) Why couldn’t she have been more clear sooner?

ME: So you’re telling me that in order to use your self-serve copiers, I need to buy a gift card worth at least $1.00? There is no other way for me to pay for a 7 cent copy?

CASHIER: Yes

At this point, I told her that I wanted a refund for my purchases… and then proceeded to buy a $1.00 gift card. I made my 1 copy. Carried all my items back to the check out…made the purchase, and gave her back the gift card (now worth $0.93 cents) to use towards that purchase.  HONESTLY!… it doesn’t have to be this difficult! I realize that this was not the cashiers’ fault. She was probably following protocol. But this experience was “painful”… like pulling a staple out of your finger. OUCH!

Popularity: 1% [?]