On my way home from work yesterday, I decided to stop at Best Buy to pick up a GPS for the sister’s birthday. The unit I had in mind was the Garmin Nuvi 200, which is on sale for $149 this week.
http://tinyurl.com/5qc3c8
As a frequent Best Buy shopper, I am a member of their “Reward Zone” and receive periodic emails which contain coupons for product discount. To augment the sale above, I had a coupon for $50 off any Garmin GPS.
http://tinyurl.com/5lbffy
The following is a quick narrative of the headaches I encountered yesterday in attempting to purchase said GPS.
The Richmond, VA BB on Broad Street kept me and a line of customers in their car department waiting for over 30 minutes until I ultimately went and fetched the store manager. (Previously, I’d attempted to get help from the home audio specialist who was standing, with his mouth ajar, and staring at all of the customers in the car section. Apparently these guys are so isolated and untrained that they can't even consider crossing over to another section of the same store in the name of customer service, even if their presence is limited only to summoning another representative who can assist the customers.)
Upon retrieving store management and still more waiting (the manager helped me last, probably because I had the gall to pull her out of her office to help customers), she pulled one of the last gray Nuvi's out of the glass case in which they are stored.
Taking me and the Nuvi to the front of the store without even a word of friendly conversation, she promptly tossed the GPS on the counter with a comment to the cashier to "be sure to tell this man about the warrantee."
I may be old-fashioned, but when I worked retail we were told to always address the customer about possible sales, but I digress.
Well, the cashier, Amaad, proceeded to ring up the GPS, took my rewards zone card and then choked when I handed him the email coupon. Amaad turned to his cohort, lead cashier Kevin, to ask about "internet coupons" and was promptly told that "those don't apply because the coupon says 'no sale prices'".
Immediately, I asked Amaad and Kevin to read the coupon a bit closer, as "sales prices" are not mentioned on the coupon anywhere -- and they're not. Look for yourself. It clearly says "no special offers" and "no other coupons."
To this Kevin simply replied, "Ok. No special offers then. A sale price is a special offer."
"No, Kevin. A price is a price. A special offer is a rebate or some other giveaway. Seriously, Kevin, these things are 'on sale' every single week -- heck, absolutely everything in your entire store is 'on sale.'" I responded.
"Sorry. It won't work. The computers won't even take the coupon" Kevin replied.
"Ok. Prove it then. If it the computer won't take the coupon, I'll promise to buy the GPS at the current price and walk out the door a happy customer. If it does take the coupon, then that must mean the coupon can be applied to 'on sale' items and that reduced price should stand. Just try it."
"Fine." Kevin responded as Amaad swiped the coupon across the laser scanner.
As you can guess, the coupon scanned properly. There was an initial dialog on the check out register reminding the cashier to check my reward zone card (which is required for the deal) but when this message was cleared, the price had been reduced by $50. Fortunately, I saw this reduction in the 2 seconds during which the lower price was visible -- unfortunately, Amaad and Kevin weren't having it and probably weren't enjoying the fact that they'd be proven wrong either.
Amaad had noticeably blanched at the sight of the new price and very quickly pressed two keys on his keyboard to void the coupon and set the price back. I believe he hoped to do so before I'd noticed. Well, too bad. He was too slow, and I have very good eye sight.
"I saw that, Amaad. The price said $107.59 after tax." I said.
"Doesn't matter. You can't apply the coupon to a sale item. End of discussion. Would you like to speak with a manager?" Kevin responded. Amaad nodded.
"Clearly it did apply the coupon, Kevin -- I saw that much before you cleared it from your screen and you two did as well -- and I would like to speak with a manager, actually. She was just here a minute ago." I said.
Without batting an eye, Kevin responded, "Well, she's too busy for this. And I'm telling you that it won't work and that's the end of it."
"Really? You're not going to radio the manager? I'm asking to speak with her."
"Once again, sir, she's too busy for this. The sale price is $150 and the coupon won't work. Period. That's all there is to it."
"Ok. Then I'm not interested. I'll be taking your sales flier across the street to your competitor for a price match plus 10% off, and I'll also be filing a complaint with your management. But, obviously, Kevin, this has gone a bit beyond just the coupon as you are now actively refusing to find a manager to resolve this issue. Now, I'll think twice before coming back to your store."
"Do what you want, sir."
"Ok."
And with that, I picked up my things and left. No sense to making a further scene -- as it was, a dozen or so other customers were also watching these events unfold and, no doubt, were also forming their own negative opinions of the store and its employees. Now I’ve posted the narrative here.
I just don't understand why the cashiers feel they need to rewrite the rule book as they see fit. The “rules” are left to the corporate pricing and marketing folks who *program* the registers at a national level -- if they don't want a coupon to apply, they'll block it. When I worked for CC corporate, this was done and I'm sure BB can do the same.
Moreover, I don't understand why a reasonable and polite request to speak with management was rebuffed without even a thought to fulfilling the request. That much, I have a serious problem with. To me, it almost appeared that Kevin and Amaad had a bad situation going for them; that it wasn't going to end in their favor and they were afraid of being embarrassed in front of management -- as a result, they sought to quickly sweep it all under the carpet and prevent management from knowing about their little embarrassing snafu by shooing me out the door.
Ultimately, that's Best Buy's loss as I'll seriously think twice about going back to Best Buy after this. I buy a lot of DVDs and I buy a lot of electronics, and to be perfectly honest, I'll be very happy to give my business to their Richmond-based competitor. At least then, I'll be benefiting some local employees. The more Best Buy performs in this manner, the more people will consider switching.
I won't presume to think that my absence from their store or that this blog-space will have any noticeable effect on their bottom line, but for every voice added, the sound of discontentment will grow louder.
Labels: "Consumer Abuse"