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Guest Services "The Sign Says" guest price disputes (demands) during COVID-19 crisis

Joined
Apr 30, 2019
Messages
776
Have you found any reduction from the Karens who make unreasonable demands that we change the price because supposedly "The Sign Says" it's much cheaper even though it's a different item, perhaps with similar-looking packaging? This is different than "price match requests" with dot-com or other competitors, though those can be a PIA as well. I know we have leeway to "make it right" particularly if it's a fairly reasonable request, but now that there are long lines I suspect some who abuse our "make it right" policies are just a bit embarrassed to hold up other guests. What's your experience?
 

Planosss

User friendly.
Joined
Apr 30, 2017
Messages
3,183
In my state, all the Karens are lawyers. Here’s the law,

“If there is a discrepancy between the price listed on the shelf or item and the price that it rings up at, the consumer must be offered one of two corrections:
  • If the item costs more than $10 and rings up higher than the advertised price, $10 must be deducted from the lowest advertised price.
  • If the item costs less than $10 and rings up higher than the advertised price the item should be given as free”
 
Joined
Apr 30, 2019
Messages
776
  • Thread Starter Thread Starter
  • #5
In my state, all the Karens are lawyers. Here’s the law,
“If there is a discrepancy between the price listed on the shelf or item and the price that it rings up at, the consumer must be offered one of two corrections:
  • If the item costs more than $10 and rings up higher than the advertised price, $10 must be deducted from the lowest advertised price.
  • If the item costs less than $10 and rings up higher than the advertised price the item should be given as free”
Not the law in our state. To be honest, too many guests are willing to fib, exaggerate or flat-out lie. They are looking at the wrong tag, wrong shelf, or wrong item. They are looking at an adjacent item with an almost identical-looking box but it's the next model up: i.e. a good medium-priced vacuum Model Z-1 ($149.99 shelf price), and that vacuum with Pet Remediation features, vacuum Model Z-2 ($249.99 shelf price). Visually the box packaging is very similar until you look in the lower right-hand area where the premium Pet Remediation stuff is mentioned, and if you don't have the boxes side-by-side this isn't easy. Compound this if Model Z-1 is out of stock, and the Z-2 box is close enough to the empty Z-1 space.

Making matters worse is that the new POS system makes it very difficult to find price history, and the last upgrades on the old POS system, the "price inquiry" function frequently no longer displays past promotional pricing. Finally, because of lack of staffing and the difficulty of getting somebody in another section on walkie to go check the signage particularly if there's an outdated sale promotion sign, these disputes can be very time-consuming.

Very few guests in my experience actually are rude on this, but frequently the complaining guests are wrong. Too many of the guests who fight the worst about alleged incorrect prices this are NOT frequent shoppers at Target. Again, the biggest problem is with bigger-ticket items like I showed above. If it's a bottle of pasta sauce ringing up at $4.49 and they are insisting it's $2.49, they probably grabbed the wrong size, so for me it's not as much of an ethical problem to go ahead and adjust price per the guest's request.

A century ago, some owner of a now-bankrupt and closed department store coined the phrase, "The Customer Is Always Right". As mentioned, that store is now out of business. Two better ways to get across this point is, "The Customer Is the Lifeblood of Our Business" or "The Customer Is Our Priority". The ultimate truth is The Customer Is Always the Customer. At some point in any line of business, the customer doesn't have the unrestricted right to "name their own price" on merchandise. They don't have the unrestricted right to return unwanted merchandise. They don't own the business, they don't pay the business' daily overhead, the business' daily payroll, or the business' merchandise and service suppliers. They are welcome and invited to shop at the business but there are policies in place, as well as laws against things like shoplifting or harassing employees.
 

Amanda Cantwell

Service Advocate
Joined
Mar 27, 2017
Messages
5,333
We should be able to the past two weeks pricing and promotional history for all items as well as guest price challenges (like if there were 5 GPCs in the past day, sign is probably wrong)
 

starmaster1000

Master NCR Torture Device Operator
Joined
May 31, 2018
Messages
1,050
Had a Guest try to price match to Wally World yesterday. Some high-end vacuum. Shows me her phone. $239.99 vs. our website at $249.99 and our shelf price of $299.99.

Couldn't find it on the price match app. Explained about UPCs and stuff. She wasn't having it. I told her I'd happily make it $249.99 to match T.com which I know was $10 more than what she expected and she said no.

Lol aaite then. It's 9:07 PM anyway. You came in at 8:58 PM. I have no remorse in losing that sale. 😘✌
 

Amanda Cantwell

Service Advocate
Joined
Mar 27, 2017
Messages
5,333
Had a Guest try to price match to Wally World yesterday. Some high-end vacuum. Shows me her phone. $239.99 vs. our website at $249.99 and our shelf price of $299.99.

Couldn't find it on the price match app. Explained about UPCs and stuff. She wasn't having it. I told her I'd happily make it $249.99 to match T.com which I know was $10 more than what she expected and she said no.

Lol aaite then. It's 9:07 PM anyway. You came in at 8:58 PM. I have no remorse in losing that sale. 😘✌
Yeah especially price match guests who walk out it’s like lol ma’am someone is going to probably walk in here tomorrow and buy it at full price so your sale is not special
 
Joined
Jan 27, 2020
Messages
157
Yeah especially price match guests who walk out it’s like lol ma’am someone is going to probably walk in here tomorrow and buy it at full price so your sale is not special
Yuuuup , ill work with a guest to get them the lowest price but usually the ones i end up rejecting are the wallyworld marketplace ones.
 
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