OK, fellow boaters, I'd like to get your opinion on something. We patronized a local sailing store over the weekend and purchased an item that was clearly marked $23.95 (displayed behind the counter, not found in some dark corner.) When it was rung up at the register, we were charged $28.00. When questioned, the salesperson simply said, "Oh, the price went up." If you were the consumer, what would you have done? Happily paid the inflated price? Expected to pay the marked price? Or not made the purchase at all? Would you shop in this store again? I'm curious to see how others would view this. Thanks!
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Walk and don't look back
The price went up? When? Between the time you asked for it and the time the cashier's fingers started working the register? I don't think so! Unless the item was one that was so hard to find that only this particular store had it -- or you so desperately needed it at that very moment -- I'd tell 'em to keep the item, and head for the exit. Then you'd just have to decide whether to make a big stink to store management about this bit of flim-flammery. Shop elsewhere, and think twice about whether you want this store to have your business in the future.
The price went up? When? Between the time you asked for it and the time the cashier's fingers started working the register? I don't think so! Unless the item was one that was so hard to find that only this particular store had it -- or you so desperately needed it at that very moment -- I'd tell 'em to keep the item, and head for the exit. Then you'd just have to decide whether to make a big stink to store management about this bit of flim-flammery. Shop elsewhere, and think twice about whether you want this store to have your business in the future.
Walk and don't look back
The price went up? When? Between the time you asked for it and the time the cashier's fingers started working the register? I don't think so! Unless the item was one that was so hard to find that only this particular store had it -- or you so desperately needed it at that very moment -- I'd tell 'em to keep the item, and head for the exit. Then you'd just have to decide whether to make a big stink to store management about this bit of flim-flammery. Shop elsewhere, and think twice about whether you want this store to have your business in the future.
The price went up? When? Between the time you asked for it and the time the cashier's fingers started working the register? I don't think so! Unless the item was one that was so hard to find that only this particular store had it -- or you so desperately needed it at that very moment -- I'd tell 'em to keep the item, and head for the exit. Then you'd just have to decide whether to make a big stink to store management about this bit of flim-flammery. Shop elsewhere, and think twice about whether you want this store to have your business in the future.
Walk and don't look back?
Pete, you must have been really upset to post twice! I agree with the sentiment, especially as there are 2 WMs within easy driving disance of Mystic. I was at Defender with a friend who bought a replacement head and the amount was more than the display showed. He pointed it out, the sales person noted that the quoted price was for the their big sale, which had ended 2 weeks prior, and sold it for the sale price, which any self-respecting outfit would do,PLUS I believe it is the law. I liked the no-hassle, WE messed up attitude. I also have good service at WM (so far). Walking depends upon available choices and you might just have gotten a boob. Money is always negotiable, especially when you CAN vote with your feet. Bill Coxe, O28 kukulcán, New London, CT
Pete, you must have been really upset to post twice! I agree with the sentiment, especially as there are 2 WMs within easy driving disance of Mystic. I was at Defender with a friend who bought a replacement head and the amount was more than the display showed. He pointed it out, the sales person noted that the quoted price was for the their big sale, which had ended 2 weeks prior, and sold it for the sale price, which any self-respecting outfit would do,PLUS I believe it is the law. I liked the no-hassle, WE messed up attitude. I also have good service at WM (so far). Walking depends upon available choices and you might just have gotten a boob. Money is always negotiable, especially when you CAN vote with your feet. Bill Coxe, O28 kukulcán, New London, CT
Surprising
I agree with the others, and I am surprised that a local boating store (fighting to be competitive with the West Marines of the world) would be so dismissive of something that was obviously their fault. I would be very careful shopping there in the future. On the flip side, my wife just bought me a new handheld VHF for my birthday at a West Marine far from our home. When I went to fill out the manufacturer's rebate slip that the store had given to her, I notice that it had expired some two weeks prior. I called the West Marine store and manager immediately performed a mea culpa and said to come on it and he would give me cash to make up the difference. I informed him that since we live over two hours from this store, that wasn't going to happen. He offered to call any West Marine or BoatUS near me and ask them to honor his promise, and the local BoatUS store was happy to do so. They even put the credit on a different credit card because I didn't have the one my wife had used. Now that's service.
I agree with the others, and I am surprised that a local boating store (fighting to be competitive with the West Marines of the world) would be so dismissive of something that was obviously their fault. I would be very careful shopping there in the future. On the flip side, my wife just bought me a new handheld VHF for my birthday at a West Marine far from our home. When I went to fill out the manufacturer's rebate slip that the store had given to her, I notice that it had expired some two weeks prior. I called the West Marine store and manager immediately performed a mea culpa and said to come on it and he would give me cash to make up the difference. I informed him that since we live over two hours from this store, that wasn't going to happen. He offered to call any West Marine or BoatUS near me and ask them to honor his promise, and the local BoatUS store was happy to do so. They even put the credit on a different credit card because I didn't have the one my wife had used. Now that's service.
Depends on where you live
If you lived in TX they would have been required to give you the item for free. Check local laws...there were laws set up when bar-code scanning came into being to protect consumers from this kind of thing. Griffin s/v Brighid's Crossing
If you lived in TX they would have been required to give you the item for free. Check local laws...there were laws set up when bar-code scanning came into being to protect consumers from this kind of thing. Griffin s/v Brighid's Crossing
Tell The Manager...
Let the manager know what happened...my guess is you will get an immediate credit/refund. A good store manager will realize that while he may have (inadvertantly through a clueless clerk) made a few extra dollars on this one sale, he will lose all future sales from you...and from your boating friends!
Let the manager know what happened...my guess is you will get an immediate credit/refund. A good store manager will realize that while he may have (inadvertantly through a clueless clerk) made a few extra dollars on this one sale, he will lose all future sales from you...and from your boating friends!
- Jan 22, 2008
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oh look its on the internet
What bad publicity for that store, what name did you say that store was???... perhaps you should show how many views this thread has had. Perhaps the manager could point that out to the employee. DOLT! (not you ...HIM!)
What bad publicity for that store, what name did you say that store was???... perhaps you should show how many views this thread has had. Perhaps the manager could point that out to the employee. DOLT! (not you ...HIM!)
So far, everyone agrees; update
Interesting responses -- glad it wasn't just me who had an issue with this. I actually emailed the company and promptly heard back from the president. Initially his response was that $28.00 was the new (2004) catalog price and so we WERE charged the 'correct' amount, even though the package was clearly labeled $23.95. Of course, even if the manufacturer affected a price increase, this existing inventory cost them the lower wholesale price, so that extra four bucks wasn't offsetting their increased costs -- it was pure profit. I asked him if it would be acceptable to him, then, if he bought steaks at the grocery store marked $8.95 on the package but was charged $13.95 at the register because of a new mad cow scare that made beef scarce ... or if the gas station billboard listed regular unleaded at 1.795 but he paid 1.855 at the pump because the guy who changed the signs was running late and hadn't changed them yet ... or if a new pair of Nike running shoes was marked $89.95 on the box but he was charged $109.95 at the register because "the price went up." He must be a different kind of consumer than most if he didn't have a problem with this, because I would find myself a new grocery store, gas station and sporting goods store, pronto! I believe I made my point, and he then did offer us a $4.00 refund and thanked me for bringing it to his attention so they can hopefully prevent this from happening in the future. But he did mention the oddest thing ... about a sign at their register ... which apparently is a 'disclaimer' that covers just this sort of thing (to be continued).
Interesting responses -- glad it wasn't just me who had an issue with this. I actually emailed the company and promptly heard back from the president. Initially his response was that $28.00 was the new (2004) catalog price and so we WERE charged the 'correct' amount, even though the package was clearly labeled $23.95. Of course, even if the manufacturer affected a price increase, this existing inventory cost them the lower wholesale price, so that extra four bucks wasn't offsetting their increased costs -- it was pure profit. I asked him if it would be acceptable to him, then, if he bought steaks at the grocery store marked $8.95 on the package but was charged $13.95 at the register because of a new mad cow scare that made beef scarce ... or if the gas station billboard listed regular unleaded at 1.795 but he paid 1.855 at the pump because the guy who changed the signs was running late and hadn't changed them yet ... or if a new pair of Nike running shoes was marked $89.95 on the box but he was charged $109.95 at the register because "the price went up." He must be a different kind of consumer than most if he didn't have a problem with this, because I would find myself a new grocery store, gas station and sporting goods store, pronto! I believe I made my point, and he then did offer us a $4.00 refund and thanked me for bringing it to his attention so they can hopefully prevent this from happening in the future. But he did mention the oddest thing ... about a sign at their register ... which apparently is a 'disclaimer' that covers just this sort of thing (to be continued).
Shame on the store!!
Mmmm.. I beleive that in Maryland, Virginia and D.C. (if not elsewhere) the item must be sold at the lowest price advertised by the merchant. If the item was marked $23.95, then that is the advertised price. Displaying a sign at the register does not abrogate this. Notice that at inventory time when large retail chains adjust prices, clerks are busy slapping new prices on items not point to signs at the checkout counter. If they miss repricing an item, you get it at the old price (if it's lower). The store where you purchased the item misadvertised the price and committed fraud by charging you a higher price. (Some comercial lawyer jump in here.) In any event, what happened to the customer is always (almost) right??
Mmmm.. I beleive that in Maryland, Virginia and D.C. (if not elsewhere) the item must be sold at the lowest price advertised by the merchant. If the item was marked $23.95, then that is the advertised price. Displaying a sign at the register does not abrogate this. Notice that at inventory time when large retail chains adjust prices, clerks are busy slapping new prices on items not point to signs at the checkout counter. If they miss repricing an item, you get it at the old price (if it's lower). The store where you purchased the item misadvertised the price and committed fraud by charging you a higher price. (Some comercial lawyer jump in here.) In any event, what happened to the customer is always (almost) right??
The 'disclaimer' sign at the register
Direct quote from the response: "You are correct, the packaging does say $23.95. Our salesperson should have brought this to you boyfriend's attention, apologetically explained the reason, correct the price tag and direct his attention to the sign posted on the register counter informing people that some items may slip through our system during price changes marked with last years price and to check the receipt, our catalog or web page. The notice is the catchall for anything that sneaks through during our weeks of system wide repricing." So there you have it -- how odd that such a sign is even required, though, isn't it? Still, in the president's opinion, the salesperson shouldn't have sold it at the marked price, but rather he should have corrected the price tag to the HIGHER one and pointed to the sign! My response was "Bottom line, the merchandise should be properly priced and sold as priced. If this happens on a regular basis, or often enough that it requires a disclaimer, there should be a NEON sign on the front door indicating that the price may not be the price -- so buyer beware." So we agreed to disagree on their pricing policy, and while I appreciated his prompt and cordial replies, this isn't a store that will receive my future business. I just wanted to hear from my fellow boaters on whether I was out of touch with the realities of the retail boating industry. I've been selling to retailers for almost 20 years so I think I know a few things about business in general, but I thought maybe there were special 'rules' in the marine world where prices are like crab cakes -- prevailing 'market price.' Thanks everyone! (Let me know what you think about this disclaimer sign at the register, too.)
Direct quote from the response: "You are correct, the packaging does say $23.95. Our salesperson should have brought this to you boyfriend's attention, apologetically explained the reason, correct the price tag and direct his attention to the sign posted on the register counter informing people that some items may slip through our system during price changes marked with last years price and to check the receipt, our catalog or web page. The notice is the catchall for anything that sneaks through during our weeks of system wide repricing." So there you have it -- how odd that such a sign is even required, though, isn't it? Still, in the president's opinion, the salesperson shouldn't have sold it at the marked price, but rather he should have corrected the price tag to the HIGHER one and pointed to the sign! My response was "Bottom line, the merchandise should be properly priced and sold as priced. If this happens on a regular basis, or often enough that it requires a disclaimer, there should be a NEON sign on the front door indicating that the price may not be the price -- so buyer beware." So we agreed to disagree on their pricing policy, and while I appreciated his prompt and cordial replies, this isn't a store that will receive my future business. I just wanted to hear from my fellow boaters on whether I was out of touch with the realities of the retail boating industry. I've been selling to retailers for almost 20 years so I think I know a few things about business in general, but I thought maybe there were special 'rules' in the marine world where prices are like crab cakes -- prevailing 'market price.' Thanks everyone! (Let me know what you think about this disclaimer sign at the register, too.)
Attorney General's Office
I would kindly ask for a copy of their disclaimer so that I could mail a copy to the State Attorney General's office...Heck, if you are in Annapolis, just walk it down the street! I wounder what they would say about that? PS...Please tell us the name of the store so we can all avoid it in the future! Griffin s/v Brighid's Crossing Erie Islands
I would kindly ask for a copy of their disclaimer so that I could mail a copy to the State Attorney General's office...Heck, if you are in Annapolis, just walk it down the street! I wounder what they would say about that? PS...Please tell us the name of the store so we can all avoid it in the future! Griffin s/v Brighid's Crossing Erie Islands
What's a local sailing store
I hate getting ripped off. I'd love the chance to get ripped off at a local sailing store. Much less being able to snub one and go to another. We have a Boater's World now but it ain't much of a sailing store. Mike
I hate getting ripped off. I'd love the chance to get ripped off at a local sailing store. Much less being able to snub one and go to another. We have a Boater's World now but it ain't much of a sailing store. Mike
I'll Tell You Who It ISN'T
For those who have asked me to name this store, I purposefully was vague because I didn't post it with an axe to grind or with a vendetta against their business. I spoke my mind, the president did finally offer a $4.00 refund (which I declined) and I still disagree with their policy. Maybe he'll realize how a consumer perceives this (he surely will when I send him the link) or maybe he just thinks I'm a pain in the behind. But for those of you who know the Maryland area and assume the business is based out of Annapolis, which it is, I want to clarify that this DID NOT happen at Fawcett's or Bacon's. We've done business with both stores and have always been satisfied. We have also been treated very well at the West Marine on Rt. 10 & Ordinance Road. There are plenty of good businesses out there doing right by their customers.
For those who have asked me to name this store, I purposefully was vague because I didn't post it with an axe to grind or with a vendetta against their business. I spoke my mind, the president did finally offer a $4.00 refund (which I declined) and I still disagree with their policy. Maybe he'll realize how a consumer perceives this (he surely will when I send him the link) or maybe he just thinks I'm a pain in the behind. But for those of you who know the Maryland area and assume the business is based out of Annapolis, which it is, I want to clarify that this DID NOT happen at Fawcett's or Bacon's. We've done business with both stores and have always been satisfied. We have also been treated very well at the West Marine on Rt. 10 & Ordinance Road. There are plenty of good businesses out there doing right by their customers.
Michigan Law
I'm sure glad I live in Michigan, state law provides that any item marked with a price must be sold at that price. I don't know Maryland law but it may be worth checking into.
I'm sure glad I live in Michigan, state law provides that any item marked with a price must be sold at that price. I don't know Maryland law but it may be worth checking into.
Not where I work!
At the store where I presently work, a sort-of combination Home, Auto, and hardware place, if an item is marked wrong and thus a higher price is charged, the customer has the right to pay the "wrong" price. So, if an item were marked $23.95 but the price had been raised to $28.00, and you pointed that out...you would have payed the $23.95 price. True, the customer has to "ask" for this...but we will honor the "wrong" price within reason. I bought an item a few weeks ago at a local WEST MARINE store and when it scanned at a higher price than what was marked on the shelf, I was able to point that out and got it for the shelf price. I might not continue to shop at a store that cherged me $28 for an item clearly marked $23.95!
At the store where I presently work, a sort-of combination Home, Auto, and hardware place, if an item is marked wrong and thus a higher price is charged, the customer has the right to pay the "wrong" price. So, if an item were marked $23.95 but the price had been raised to $28.00, and you pointed that out...you would have payed the $23.95 price. True, the customer has to "ask" for this...but we will honor the "wrong" price within reason. I bought an item a few weeks ago at a local WEST MARINE store and when it scanned at a higher price than what was marked on the shelf, I was able to point that out and got it for the shelf price. I might not continue to shop at a store that cherged me $28 for an item clearly marked $23.95!
BBB
As a member of the Maryland Community, I would refer the company with their happy "Disclaimer" notice to the Better Business Bureau. Its worth it enough to file a complaint, if anything to warn others about the shady practice. Whats keeping them from hiking the price on every item in the store when they need the money, and using the "disclaimer" to hide behind? I'd also make mention of it to the annapolis chamber of commerce as well IF they are a member (which may highly be unlikely). I may sound a little harsh, but if everyone stays quiet, and just "lets it go", they'll feel as if they can get away with it, and who knows where it will go from there.
As a member of the Maryland Community, I would refer the company with their happy "Disclaimer" notice to the Better Business Bureau. Its worth it enough to file a complaint, if anything to warn others about the shady practice. Whats keeping them from hiking the price on every item in the store when they need the money, and using the "disclaimer" to hide behind? I'd also make mention of it to the annapolis chamber of commerce as well IF they are a member (which may highly be unlikely). I may sound a little harsh, but if everyone stays quiet, and just "lets it go", they'll feel as if they can get away with it, and who knows where it will go from there.
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