No Excuses for Expired POS Sale Signage

Stein Mart has ranked high on shopper’s “favorite”  lists for years. Personally, I think it’s a better men’s store than women’s, which is why my husband and I typically shop there for him. (always together; alas, he is color-blind)

Recently, we were on a golf mission trip, starting at Dicks. Despite the BOGO sale on shirts, we left with only a desire to check out the more stylish shirt selection at Stein Mart.

The golf section was alive with prominent, but expired Sale signage, with extra 20% off coupons laid out on nicely stacked tables of new merchandise. Twenty minutes later we’re at the checkout line, only to be told the sale was over, and that the tiny print on the coupon said the 20% didn’t apply to the “fabulous finds” shirt we selected from the table with coupons placed directly next the shirt.

The register clerk said they hadn’t had time to remove all the POS. Nor had they posted any coupon-exempt “fabulous finds” signs on the golf shirts. But, clearly they had taken time to refold and re-stack all the table displays, given how neat the department was.

Honor all discounts on display or remove on time!
Honor all discounts on display or remove on time!

Is refusal to honor posted deals the first sin of retail?  Misleading the customer and not honoring all posted offer is, IMHO, the number one mistake in customer experience.  And the “we’re too busy or short-staffed” chatter at the register about outdated POS is not an acceptable excuse.

We bought the merchandise and promptly asked to see the store manager. I introduced myself and asked her to walk through my shopping experience with me, pointing out the mis-cues and lack of pertinent information I might have used to figure out that I’d be paying full price. I positioned myself as the giver of “free expert advice” on how to eliminate a misleading experience for her shoppers.  When she too gave me the short-staffed excuse, I pressed for a reason she was in the back room (unpacking new merchandise) instead of removing old the POS herself.

She wanted me to leave the store happy, and insisted  on giving us a refund of $16.00 ( 20% off). I let her know that what would make me happy enough to come back was for her to take immediate action to remove the misleading and outdated signage. I’d have gladly donated the $16.00 to cover her time.

Packaging Notes – Squeeze Only Once!

In every aspect of marketing, a good plan is essential but implementation is what makes all the difference.

Case in point. The upside down condiment bottle has worked pretty well for ketchup and salad dressings. So when we saw that same packaging on Heinz mustard at Harris Teeter, we assumed it would be just as functional. Wrong.

Many months later, when the bottle wasn’t full any longer, a squeeze of the package  revealed the major implementation fail. The flex of the ketchup bottle was missing! Try as we might, we could not restore the package to its original shape.

Frustrated, we threw it out, but not before @ShopperAnnie got the photo that proves the devil is always in the details.

No squeezing!
No squeezing!

 

The big mess at Macy’s shakes my faith.

Shopping is a visceral and emotional experience, fulfilling deep-set gathering and social needs. So returning a gift and choosing another should be at least somewhat satisfying, right?

Not so much. Last week at a big Macy’s store at upscale Somerset Mall in Troy, Michigan, my deep-seated sense of the pleasure from the art of shopping in real life got a big fat negative jolt. Now I realize things get busy and therefore messy in retail at the holidays, but never have I seen store departments look like they looked on this trip.

My friend and I browsed the crowded store on December 29th.  In coats, one entire wall of jackets was blocked by hundreds of returned coats piled on the floor. I asked why, was told “no room in the back” to put them. Really? The pile was up to my knees.  My visceral nerves were on edge already.

Then we cruised quickly through kids apparel, and although we are both grandmothers, we quickly decided the crowds and very messy fixtures were a huge deterrent to the joy we might have in finding something adorable for our precious ones.  This decision prompted an emotional response of resentment of the mess, since I’ve loved shopping baby clothes bargains for 16 months now. When pleasure shopping is spoiled, resentment will linger on.

The most appalling mess was in pajamas and intimates,  The piles of returns on the floors were bad enough, but the associates were engulfed by merchandise strewn all over the counters. Other fixtures laden with new inventory looked as if the department had been recently ransacked. By now, I was really on edge, but was stuck in a long line as my friend was buying something.

Macys3 Macys Messmacys2

 

I know retailers have procedures and processes for managing the future status of returned merchandise, and this does take time, but never in my shopping life have I seen this kind of poor handling of returned merchandise. Or should I say mishandling of the shopper. I felt that I didn’t want to touch one thing in this department. These images will be seen by my mind’s eye for a long time, and while it will be a while before I visit another Macy’s, one thing I did learn is this:

If you don’t know what your loved one really wants for Christmas, go with a gift card. Then perhaps post-holiday shopping can return to a bit less chaos.

A new view on spending in December!

This is the first year I’ve used up all my healthcare pre-tax savings account. To be completely transparent, it was gone in August. And now it’s December. And I’m still spending!

I’m spending on healthcare this month like it was all I wanted for Christmas!

One might surmise that I’m not feeling well, or that I have some disease, but that’s not it. I’ve spent most of my money on wellness procedures to get some nagging aches and pains under control. And that worked. (insert smiley face here).

The new view on December spending is frankly this: I’ve met my deductible and can finally tap into my insurance.

Now I get why all the docs are so jammed in December. And I’m glad I had appointments booked in advance.

On my spending list this month is some shoulder therapy, which has helped my golf swing and is also prep work for a January trip that includes white water rafting and zip-line fun in Costa Rica. Today I go to pick out and pay for new glasses, that’s always an expensive treat given I’m now up to three layers of vision in the lenses!

And Monday the hubby and I are both off to the lab to prove to our interinst that our “number” are better and our health efforts have been worth it.

Too bad, Walmart, Target and the mall stores. Too bad Amazon Prime.  Our gift budgets are gone. But we’re making the best choices we can, given what our premiums and deductibles will be come January. Taking the long view has changed our December spending, but we are feeling like Santa came early!

Falling out of like with online shopping

DEAR OVERSTOCK.COM

Two weeks ago, I ordered an outdoor rug for my back deck from you.  I was so pleased to find the selection you offerred, and did a bit of exploring on your site to determine the size and style I wanted. I love that my chosen rug was a good price, the shipping date was very reasonable, and in less than three days the rug was on the deck, under the new table. Imagine how happy I was to have my neighbors over for dinner, collecting compliments on my style of outdoor entertaining.

So, why oh why, Overstock, do you continue to show up in my Facebook feed as a sponsored post with views and ads of all the other rugs I looked at but did not order???

Come on now, you know I bought one of the 5 styles I was looking at. Why do you now haunt (read as annoy) me with the other 4?

This the is most shopper-annoying part of technology.

It makes me want to delete my Overstock.com account. Instead of helping me, you are interrupting my life while I am trying to enjoy what I bought from you already.

WHEN WILL YOU LISTEN??

I;m falling out of like with you.

 

Bye, Bye Kiwi

Kiwi, you’ve been replaced by a banana. A peel of a banana, no less!

I recently read (in the AARP magazine, OMG did I just admit that?) that you can use a banana peel (the inside part) to polish leather shoes. Smear it on and buff it out after one minute with a soft cloth. A weird smell, banana on leather, but not as toxic as a whiff of chemical-laden polish out of that metal container.

As a marketer of consumer brands I feel somewhat guilty when I find a sure-fire organic no-cost solution to a problem. In this case, it means I will stop buying shoe polish, at least in brown.

As a consumer it’s frankly odd to rub banana peels on your $200 boots. But my last date with Kiwi ended badly when the color of an expensive and favorite pair of Ralph Lauren loafers turned into a blotchy mess of brown awfulness.

My boots look amazing, so do the ten year old Paul Green loafers I still love after all these years.  Oh what one banana peel can do!

And guess what else? The banana itself was a tasty treat in my greek yogurt smoothie! Now all I need is a white fruit option for my golf shoes!

We are judging this man by his shoes!!

Meet Matt.

Matt’s looking all buttoned up this morning!

Yesterday some stranger took his bag off the train on the way to Newark Airport. As any traveler knows, Newark Airport can barely feed a traveler well, let alone replace everything Matt needed to complete his business trip to the Mosaic office in Chicago.

So Matt, while enduring the inevitable flight delay out of Newark, figured out a plan that would prevent him from wearing shorts and a t-shirt for three days. He called four Target stores in Chicagoland, and found one that stays open until 11:00 PM.

Landing at O’Hare, Matt jumps in a cab, arriving at Target only 15 minutes before it closes. Like the game show where one races through the store on a stop-watch, Matt tosses in the cart boxers, socks, shoes, jeans, two oxford shirts, travel sized shampoo, facewash, toothpaste…you get the picture.

This morning, he realized he forgot to buy a bag to take it all home. We think Target should donate a duffel bag!  Frankly, this group of shopper marketers are duly impressed with Matt’s initiative. So impressed that we are about to vote his $256 tab as “shopper research”. Plus, the women in the room love his new shoes!

You can always judge a man by his shoes!

Best Buy Trains Shoppers to Distrust Pricing

DID YOU KNOW….

…that 86% of consumers are somewhat or highly likely to move their business to another retail brand when they encounter inconsistent pricing across channels?

It’s true, and here’s the source: 2011 Shopper Preference Study, RetailTouchPoints Whitepaper, August 2011

One would think that major retailers would know this. Best Buy obviously doesn’t know, or doesn’t care. It’s no wonder the press is all over the stories of their imminent demise.

All I can say is this. Good thing I did my pre-store homework, researching for a portable phone to replace one that no longer works. On the Best Buy website, I put one in the cart, but decided to visit the store since I was going to drive by it anyway on another errand.

The online price – $24.99 – either shipped or for store pick up. The in-store price – $34.99

I expressed my STUNNED reaction to the $10 upcharge to the sales guy, who offered to price match. Then, I followed him around to not one, but two in-store terminals so he could verify the online price. He then walked me to the register with a price adjustment slip, but when I checked out,  I had to wait even longer for a manager to come over and approve the transaction price.

NOT GOOD.

When I asked the cash wrap guy why, in today’s age of transparent information, there could be a ten dollar discrepancy on a $25 item, he just shrugged and said  “that’s a good question” as if he could have cared less.

VERY BAD.

I think Best Buy has the power and knowledge to fix this problem. I also think ShopperAnnie is not unique in saying she might be done with Best Buy if they don’t.

Resurgence of Independence

Make no mistake. Not all guys follow a female lead. Case in point. Three year old boy in ScoobyDoo costume takes 2 candies from the bowl immediately after 5 year old sister says “just take one, Mom said.” To which he replied, “I am my own Mom.”

We told the mom she should Beware. 🙂

My Missoni Mistake

I’m no rookie when it comes to shopping. This morning, while commenting on shopper behavior on the RetailWire site where I’m an “expert panelist” I made the decision to switch my planned grocery trip to Target (not Meijer) and go check out the Missoni apparel scene. The discussion topic was about the shopper quest for a trophy purchase, and I used the Missoni collection at Target as an example.

Before heading out, I browsed the collection on Target.com, noting a few sweaters I might consider as my personal trophy purchase.  The “out of stock” notices on much of the apparel online should have been my first clue.

Indeed, only one day after the launch,  every rack of Missoni at my local Target was already re-stocked with Merona, Xhiliration and Mossimo items. Even the kids area and the accessories areas were bare. The only Missoni item left in the entire store was a plastic headband, hardly the statement piece I thought I might acquire.

Target got an $86.00 basket ring from my journey for a fashion find. The closest thing to fashion in the cart, however, was Maybeline mascara.

Savvy shopper that I am,  I tracked down an “in-the-know” associate who gave me the story ( it ALL sold out in 30 minutes, she reported) AND whispered to me the date that the store will have more Missoni. That date is not advertised and will remain my dirtly little secret until I rectify that mistake and get my trophy Missoni sweater.

I can’t remember the last time a retail event made me note my calendar, set an alarm alert and will get me in the store the minute they unlock the door.