Cycling ornaments available at Crofton Bike Doctor
Simple clear signage is important in the retail setting. It eliminates surprises when the shoppers arrive at the cash wrap and it makes it easier for the sales associate. I didn’t have that experience recently and either did a few others that were shopping with me at Homestead Gardens. The sign said “Purchase 3 Ornaments and get the 4th Free”. When I got up to the register the person in front of me had ornaments but didn’t get the savings she expected. When she inquired the associate apologized but said only ornaments with loops on them qualified and those with clips did not. I quickly peered at my selection and confirmed that all of my ornaments had loops on them. I was up next and noticed that my sale didn’t have a free ornament on it. I was then informed that ornaments that were in boxes didn’t count towards the promotion. I like the person was given the option to set some of them a side but I didn’t. It made me think that this was a ploy by the Management to increase sales. So after I checked out I went to Customer Service and asked to speak to a Manager. In a few short moments Mary arrived and I expressed my concerns. She was friendly apologized and said she hears complaints all the time about the signage and if she could change the signage she would but that management wasn’t interested.
Nobody seems to win in this situation, the customer is upset, the sales associates get to deal with customers upset about the situation and upper management has rendered their floor managers powerless to address a customer service situation. The signs were simple and printed on paper so it is not a huge investment to replace them. A few days after this experience I was still irritated by this since the fix is so simple, I tweeted about this to Homestead and never heard from them. Apparently do they not only not listen to their managers but their customers too. I feel bad for their sales associates and managers who have to deal with this on a daily basis. Simple clear signage outlining the offer would solve all of this.
