Last week I was in Nashville, Tennessee. Sitting in the airport I realized I forgot my cell phone charger. One of my first stops in Nashville was the new mall/plaza in Mt. Juliet. Naturally, Tennessee doesn't have Alltel, so I went to Best Buy -- no compatible charger. I went to Verizon since they just bought Alltel -- no compatible charger. So I went to Target. I ran in and found a charger for my old Kyocera phone that charged in the car. Hooray! Jumped in my car; plugged it in and went on my way. Hmmmmm. The phone wasn't charging. At my next stop I played with it and found that there was a short in the wire. By now, I was on the west side of Nashville and went to the White Bridge Road Target. I ran in and told Elsa at customer service that I wanted an even exchange. She processed the return; kept the broken charger AND my receipt and said I should head back and get another one. I asked to have my receipt or something so in case she was on break, I had some proof. She said not to worry. I ran back to the electronics department. The young kid there asked if he could help and I told him what I needed. He handed me the package and I took off for customer service without looking closely at the package. Of course, Elsa was on break, but another young kid, did whatever needed to be done and sent me on my way.
Out in the car, I rip open the package and realize that this is NOT a car charger but an AC charger for the correct phone. I was still in the parking lot, so I headed back into the store. The same kid, Marcello, was there. I said I just wanted to do an even exchange because the guy in electronics gave me the wrong package and I was too rushed to check it. He said he couldn't return the item for 24 hours. I said I didn't want to return anything, just wanted an even exchange. He said no. I wasn't even mean or rude or anything (yet) and simply asked for the manager.
He called over a young woman and said, "Please take care of this woman and get her out of my face." Yes, he actually said that in front of me. That about sent me over the edge. She said it was a company policy not to process more than two returns in 24 hours. I explained the situation. She didn't care. So I asked for her name and for the general store manager.
She refused to give me her name (the store manager did tell me it was Condra). The manager, Byron, listened intently to my explanation. He apologized profusely and from his body langugage, Marcello was going to receive a lecture when I left.
Byron said he would find a way to get me the exchange, but I said since he was sincerely apologetic (at least he acted that way), I would follow store policy. I bought the right charger.
24 hours later, before I went to the airport, I visited the intial Target store and returned the wrong charger and expained my story. The employees at the Mt. Juliet store were flabergasted and the policy and the attitudes of the employees at the other store.
I have the store number and all the names and plan to contact Target headquarters. "Get her out of my face." I don't think so. Well, actually, I think that's exactly what I will do. I plan to skip Target shopping for quite some time after that experience.
Sunday, February 8, 2009
Wednesday, January 14, 2009
Love the values at Kohl's ... but not the cashier's authority level
I just got home from shopping at Kohl's. Kohl's is one of my favorite stores. It's not that trendy. It's not extremely high quality. It's nothing fancy. But I can always find something new there -- from jewelry to clothes to housewares. And, it's always a great value ... especially when you use their credit card with their special savings coupons. I just got my newest coupon -- 30% off (usually coupons are 15% off; they must miss me so they sent me a 30% coupon. It worked!)
I went specifically to get something for my daughter and son-in-law for their upcoming wedding anniversary, but I can't tell you what in case they are reading this. Of course, while I was there I found other stuff on clearance -- a couple kitchen chair cushions, a couple shirts and some cute shoes.
The shoes were a pair of green plaid Keds -- simple flats for casual wear. They listed for $39.99, but were on clearance for $8.99. Add on the 30% and $6.30 isn't a bad deal.
Checking out was the hard part. The shoes did not ring up. The cashier said it was a wrong UPC. No matter what she tried to enter, she couldn't get it to ring up. She called the shoe department and we waited ... and waited. She gave me that look that said -- do you really want these bad enough to wait. It wasn't that I cared about the shoes that much, but I wanted to see how the Kohl's employees would handle the problem. We waited some more. I said, it was the last pair, it was on clearance, inventory probably didn't matter on this item and there must be a way to ring up a generic item since it was now a low-cost, out of inventory item.
No, of course the cashier can't do that. So we waited some more. Another employee came by and she asked him to open the other register so all the people waiting in line could be helped. While he was ringing up people he said she should call someone else. She saw this other guy (who turned out to be the assistant manager) at the other entry registry. So we waited some more. Finally, she saw him finishing up over there and called him over. But she didn't tell him there was a problem so he seemed to take his time.
When he got there, he simply pushed in a few numbers and viola, I had my inexpensive shoes. You would think that:
I went specifically to get something for my daughter and son-in-law for their upcoming wedding anniversary, but I can't tell you what in case they are reading this. Of course, while I was there I found other stuff on clearance -- a couple kitchen chair cushions, a couple shirts and some cute shoes.
The shoes were a pair of green plaid Keds -- simple flats for casual wear. They listed for $39.99, but were on clearance for $8.99. Add on the 30% and $6.30 isn't a bad deal.
Checking out was the hard part. The shoes did not ring up. The cashier said it was a wrong UPC. No matter what she tried to enter, she couldn't get it to ring up. She called the shoe department and we waited ... and waited. She gave me that look that said -- do you really want these bad enough to wait. It wasn't that I cared about the shoes that much, but I wanted to see how the Kohl's employees would handle the problem. We waited some more. I said, it was the last pair, it was on clearance, inventory probably didn't matter on this item and there must be a way to ring up a generic item since it was now a low-cost, out of inventory item.
No, of course the cashier can't do that. So we waited some more. Another employee came by and she asked him to open the other register so all the people waiting in line could be helped. While he was ringing up people he said she should call someone else. She saw this other guy (who turned out to be the assistant manager) at the other entry registry. So we waited some more. Finally, she saw him finishing up over there and called him over. But she didn't tell him there was a problem so he seemed to take his time.
When he got there, he simply pushed in a few numbers and viola, I had my inexpensive shoes. You would think that:
- the shoe department would have called back quickly
- the assistant manager would have been there quickly
- someone could have given the secret code over the phone
or even, how about this:
- the cashier know the number or be able to make a decision to help the customer immediately.
Just a thought. I'll still go to Kohl's for the values, but my respect for the company has definitely lowered. Why can't companies think like customers and do what's right?
Friday, January 9, 2009
The art of buying a new car
Yesterday, I test drove a couple new cars. You would think that since the auto industry is in a world of hurt, the dealers would do everything in their power to exceed customer expectations.
I've done my on-line research. I'm looking for a small car, nothing fancy (no vanity issues here), just to tool around town in. My criteria:
1. comfortable seats and headrest
2. center armrest (1 and 2 are the most important because of back issues)
3. decent gas mileage
4. automatic headlights (I guess I could learn to turn of/off lights again, but I haven't had to do that for 10 years or so, why start now)
I don't think I'm too demanding. So, how did it go?
1. Chevy Aveo - no center armrest. No sale.
2. Pontiac Vibe - I asked for a test drive. Took quite a while to find someone to help me. He wanted to ask all kinds of questions about style, color, etc. I said didn't matter at this point, just want to drive. Finally, he picked a silver Vibe parked right out front. Turned the key -- the car didn't start. He said the problem was it was too cold. Not buying it -- it was 45 degrees at the time. So, he started the process to find another car to drive. Took over 10 minutes while he searched -- even though they had 30 Vibes on the lot. Another employee told me not to worry about the car not starting, it happens because they don't drive them regularly. People -- a car not starting is NOT a good way to show how reliable it is. It certainly doesn't make me want to buy. I did test drive the car. There are automatic headlights - 1 point. But the seat, headrest and arm rest were only so-so. That's what I told the salesperson who then tried to talk me into a Pontiac Torrent. Did he not hear -- small car. I asked for his business card. It took him another 5 minutes to go somewhere before he could give me a business card. I thanked him and left.
Now in reality, I could buy the Vibe for about $15k. It is kind of cute and does meet the basic criteria. I'll keep it on my list -- for now, but would probably go to a different dealer.
3. Honda Fit - no center armrest. Salesman Mark tried to talk me into a Civic. I'm really thinking about the Vibe/Fit/hatchback kind of look, but I did sit in the Civic. He did NOT offer a test drive. OK, but not on the list.
4. Volkwagen Rabbit - Cute car. Does have a comfortable seat/headrest. Does have a center armrest which is moveable. The armrest is not as good as I would like, but is doable. Gas mileage is less than the Vibe. Price is about $5k or so more expensive. Ride is nice. Heated seats - nice extra. NO auto headlights (well, they do come on automatically, but you have to turn off the interior lights at night every time).
Is it worth $5000 dollars more? Not sure.
You know what. My old truck with the auto headlights, great armrest and so-so seats runs just fine for now. Guess I'll just keep thinking about buying a new car and not really taking any action.
I've done my on-line research. I'm looking for a small car, nothing fancy (no vanity issues here), just to tool around town in. My criteria:
1. comfortable seats and headrest
2. center armrest (1 and 2 are the most important because of back issues)
3. decent gas mileage
4. automatic headlights (I guess I could learn to turn of/off lights again, but I haven't had to do that for 10 years or so, why start now)
I don't think I'm too demanding. So, how did it go?
1. Chevy Aveo - no center armrest. No sale.
2. Pontiac Vibe - I asked for a test drive. Took quite a while to find someone to help me. He wanted to ask all kinds of questions about style, color, etc. I said didn't matter at this point, just want to drive. Finally, he picked a silver Vibe parked right out front. Turned the key -- the car didn't start. He said the problem was it was too cold. Not buying it -- it was 45 degrees at the time. So, he started the process to find another car to drive. Took over 10 minutes while he searched -- even though they had 30 Vibes on the lot. Another employee told me not to worry about the car not starting, it happens because they don't drive them regularly. People -- a car not starting is NOT a good way to show how reliable it is. It certainly doesn't make me want to buy. I did test drive the car. There are automatic headlights - 1 point. But the seat, headrest and arm rest were only so-so. That's what I told the salesperson who then tried to talk me into a Pontiac Torrent. Did he not hear -- small car. I asked for his business card. It took him another 5 minutes to go somewhere before he could give me a business card. I thanked him and left.
Now in reality, I could buy the Vibe for about $15k. It is kind of cute and does meet the basic criteria. I'll keep it on my list -- for now, but would probably go to a different dealer.
3. Honda Fit - no center armrest. Salesman Mark tried to talk me into a Civic. I'm really thinking about the Vibe/Fit/hatchback kind of look, but I did sit in the Civic. He did NOT offer a test drive. OK, but not on the list.
4. Volkwagen Rabbit - Cute car. Does have a comfortable seat/headrest. Does have a center armrest which is moveable. The armrest is not as good as I would like, but is doable. Gas mileage is less than the Vibe. Price is about $5k or so more expensive. Ride is nice. Heated seats - nice extra. NO auto headlights (well, they do come on automatically, but you have to turn off the interior lights at night every time).
Is it worth $5000 dollars more? Not sure.
You know what. My old truck with the auto headlights, great armrest and so-so seats runs just fine for now. Guess I'll just keep thinking about buying a new car and not really taking any action.
Tuesday, December 30, 2008
Happy Holidays!
Not much has been going on in my world. Two of my husband's three sons came up from Atlanta to visit us. They arrived the day after Christmas, so we had our big turkey dinner on Saturday. One son went home on Sunday because he had to work on Monday. The younger son is still here. Will go home at the end of the week. I am getting my fill of violent video games and heavy metal music. The son lives for junk food and sweets. He's in for a eye-opener here. Yesterday, I served as the sous chef and I had him make the pizza -- homemade crust and toppings. Today, he is making spaghetti. Not a lot of junk food this week.
I usually take down my Christmas tree right after Christmas, but I like this tree so much, it is still up. I hand crocheted snow flakes for the tree and used gold beaded garland and white lights. It's a great tree. This year we spent extra money and bought a high quality artificial tree from WeBeChristmas. The tree is beautiful and the customer service/shipping was great. I know -- it's not green to go artificial, but I figure the tree will be good for at least 10 years which means the price was way less than a real tree and I won't send plastic to the dump for a very long time. I'll probably take the tree down on New Year's Day.
I usually take down my Christmas tree right after Christmas, but I like this tree so much, it is still up. I hand crocheted snow flakes for the tree and used gold beaded garland and white lights. It's a great tree. This year we spent extra money and bought a high quality artificial tree from WeBeChristmas. The tree is beautiful and the customer service/shipping was great. I know -- it's not green to go artificial, but I figure the tree will be good for at least 10 years which means the price was way less than a real tree and I won't send plastic to the dump for a very long time. I'll probably take the tree down on New Year's Day.
Tuesday, December 9, 2008
Points to Kroger
Kroger is not normally my favorite grocery store. They are overpriced. But, Kroger is the only local story where I can find Dasani water in the big bottles - the kind my husband drinks. Last Friday, I went to Kroger. While there, I saw a package of Christmas tree ornament hangers (those cheap wires) for $.59. I needed some and decided to just pick them up at Kroger instead of making a separate trip to Walmart.
Later on Friday, in middle of decorating the tree, I opened the package and noticed that there was a price tag on the back that said $2.49. And the price tag was for garland. No way! I checked the store receipt and sure enough, Kroger charged me $2.49.
Now, it's not the $2.00; it's the principle. This morning, I stopped by Kroger anticipating an argument. I had already used the hooks. I just wanted the $1.99 price difference. To my surprise, the woman at the customer care counter, said, "No problem. It was our mistake. Someone put the wrong tag on the package." She proceeded to refund me $2.66 (the total price plus tax). I said, "I'm only owed the price difference." She said, "No, because of our mistake, you were forced to make an extra trip back here."
Very cool. That's exceeding customer expectations and that's a good thing. Think about it. To Kroger it was a piddly $2.00. To me, it was much more. I was prepared to complain, tell others about my experience and never shop there again. I'm impressed.
Later on Friday, in middle of decorating the tree, I opened the package and noticed that there was a price tag on the back that said $2.49. And the price tag was for garland. No way! I checked the store receipt and sure enough, Kroger charged me $2.49.
Now, it's not the $2.00; it's the principle. This morning, I stopped by Kroger anticipating an argument. I had already used the hooks. I just wanted the $1.99 price difference. To my surprise, the woman at the customer care counter, said, "No problem. It was our mistake. Someone put the wrong tag on the package." She proceeded to refund me $2.66 (the total price plus tax). I said, "I'm only owed the price difference." She said, "No, because of our mistake, you were forced to make an extra trip back here."
Very cool. That's exceeding customer expectations and that's a good thing. Think about it. To Kroger it was a piddly $2.00. To me, it was much more. I was prepared to complain, tell others about my experience and never shop there again. I'm impressed.
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