Retail 101: How to Lose Customers
February 3rd 2011 21:02
There’s a particular book shop I like to have a browse, although I seldom buy from, after a nasty experience I had there several years ago. Even though the store rectified the issue, memories linger. So why go back? Well, because they are one of the few book stores in Sydney – possibly all of Australia – that carry hardcover editions of Erin Hunter’s books, particularly her cat ones.
With delight, I spotted the hardcover edition of Fading Echoes. I picked it up and started flicking through the pages when I noticed something falling on the floor. I reached down to pick it up and discovered a sticker of Leopardstar, one of the book’s characters. I also noticed this book was not just any old hardcover but a signed first edition, first printing.
It’s not every day one stumbles across such a volume so I decided to buy it. I decided to also grab a boxed set of paperback manga novels by the same author.
Armed with my purchases, I went to the counter. I gave the man behind the counter $60.
“You’re short,” he said. “You owe me $4. The total cost is $64.”
I checked the prices. “They’re $30 each so the total is $60.”
“I’m going to check our records as it is scanning at the higher price.”
What is this? I thought. Legally, I’m entitled to purchase it for the price that it is marked with.
A moment later he said he would give it to me for the lower price as “this book has been marked with an old price.”
Given that it was a new release, I found that hard to believe. I took my purchases and left.
Outside, I opened up the boxed set, which had been shrink wrapped. Unfortunately, the shrink wrap had covered a hole at the top of the box, due to it being underneath just where the shrink wrap was sealed together. I decided to ask for a refund.
I went back to the same counter and explained the problem.
“So what do you want me to do about it? I can give you a five dollar discount. It’s just a hole on the box. The books aren’t damaged,” he said, acting as if he didn’t want to give me a refund. What annoyed me was the store had signs saying they had a no-questions-asked refund or exchange policy. Since the boxed set was damaged, I was entitled to a refund.
I thought about it for a moment; I already had the novels but I wanted a boxed set to display.
“I can give you a credit note. You can use it any time at this store,” he said.
Stuff this, I thought. I then pointed the sign out to him. “It says I can return this within a specified time, no questions asked. So I would like a refund.”
I finally got my $30 back. If it wasn’t for the fact the other book was a signed first edition, I would have asked for a refund on that as well, given the man’s attitude.
When I told fellow book collector and boxed set lover Fred what happened, he said, “It was sold as a boxed set so you are entitled to a refund if the box is damaged. It doesn’t matter if the books aren’t damaged. I’m surprised they didn’t break open the set and sell the books separately. Then they would have made more money.”
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