Not long ago a new liquor store opened up in my area. It’s right off a main road that I drive all the time so the location is pretty convenient. And since they sent out a promotional flier with a coupon on it, I figured it would be a good idea to stop in and check things out.
The store wasn’t huge but it had a decent selection and the prices were comparable to those at the store where I usually shop, so I figured I’d be making a lot of trips to this new store.
I grabbed a 12-pack of Guinness out of the fridge and made my way to the register. I handed the cashier my coupon and when she scanned it the register made a funny beeping sound.
The cashier shrugged her shoulders and said, “It says price below cost, let me ask the manager to override.”
Now the manager was sitting about 10 feet behind her so I could hear every word of the conversation. To make a long story short, the price with the coupon would drop the price below their cost level so the manager was refusing to honor the coupon. Here’s out it played out.
Manager – “See if it will ring up for 5% off.”
Cashier – “Nope. Same message about price below cost.”
Manager – “Sorry. Nothing I can do.”
Me – “You’re the store manager right? I’m sure you can do an override.”
Manager – “Look, I can’t sell it to you below cost. ”
Me – “But it’s YOUR coupon. Why did you send it out if you had no intention of honoring it?”
Manager – “I’m trying to run a business here.”
Me – “I don’t have time for this. Just ring it up at the regular price so I can go.”
Cashier – “I’m really sorry. Here, keep your coupon for next time.”
Me – “Don’t worry, I won’t be back.”
As I made my way out of the store, beer in hand, I could see the miserable jerk of a manager seething. But you know what…screw him.
Seriously, all I was trying to buy this time was a 12-pack of beer which cost $16. So even if he gave me the 10% discount it would have cost him a measly $1.60. He would have had a happy customer who would have come back often to spend more money and pad his profits.
Instead he pissed off a customer and lost a whole lot of business. I’ll never set foot in that store again.
What do you think? Am I crazy or should the manager have handled the situation better?
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{ 17 comments… read them below or add one }
Wow, the manager blew it big time. I would even write to the owners of the store letting them know that the $1.60 they ‘saved’ by not honoring the coupon will surely translate into lost sales above and beyond that.
Penny wise, pound foolish!
Money Beagle´s last [type] ..Shopping Tip- A Legal Way To Get Around Costco Coupon Limits
First, wow, coupons for beer? Hell yeah! Coupons for alcohol are actually illegal in my state…weird.
Second, that manager is a moron, I don’t blame you one bit. With that said, I’m guessing the reason he couldn’t sell it to you for under cost is because in many states it is illegal to sell alcohol for less than cost. Same thing with giving it away…bars here “give away” a drink, but usually require you pay a penny for it.
At the very minimum, there had to be a very serious gap in communication, and he should have made the laws clear to you. Otherwise, they should have given you the deal, alcohol is a commodity, and for you to stop in their store (when probably 9345034409 other places sell Guinness) is something they should value. Unfortunately, workers don’t always quite understand the whole “business” and “customer service” concept.
JT McGee´s last [type] ..Solving the Retirement Crisis- A Tax Proposal
I thought they were obligated to honor their promotion. If it is advertised and I believe a coupon is considered advertising , they must honor it. Supermarkets routinely sell products at a loss, they are called loss leaders to get into the store. The theory is you will buy something else or do your shopping there. The store makes it up in the overall sale. Their coupon should have required a minimum purchase! The manager should be fired because he was a poor problem solver. Is the store still in business?
krantcents´s last [type] ..Bringing Up Financially Smart Children
you still bought the 12pk? I would have left it there. That initial coupon is all about losing money to build a customer base!
Well being the fact that for 10% he could have made a happy repeat customer it’s definitely his loss. Sometimes you have to spend a little money to make a lot of money.
Mike, That is why so many businesses go OUT of business in the first year.
The owners have no vision and big picture thought.
I would have done the same thing!
Dr Dean´s last [type] ..Buffett Speaks- Are YOU Listening
What he should have done is given you something for free….or sold it at cost just to keep you.
Evan´s last [type] ..The Your E-Book Sucks Net Worth Update
Mike, the manager screwed up, if I were you I would’ve been pissed too. Actually, I probably would have written a blog post about it too! (In fact, I just did with a similar bad experience i had at hh gregg).
Incidentally, yesterday, I had the exact opposite experience at Goodyear. My coolant fluid light had come on a month ago and I’d been putting it off, but wanted to do it before a coming road-trip. They took care of it super quick and when I asked how much, they said don’t worry about it! I was shocked, I don’t think I’ve ever had a mechanic do anything for free and the dealership would have at least charged me $20 or $30 bucks. Anyway, that little gesture made me a customer for life!
Car Negotiation Coach´s last [type] ..Best TV Prices – Not at hhgregg
What an idiot. Stores lose money from coupons all the time. He was pulling the bait and switch, and failed miserably.
Everyday Tips´s last [type] ..Do You Know What Today Is It’s My Blogiversary…Blogiversary
You are way nicer than me – I wouldn’t have bought anything at all! He screwed up BIG TIME!
Yea, I know…but I wanted the beer!
What a moron! That guy is a terrible manager. At worst, he should have taken the 1.60 out of his pocket to get your repeat business!
Barb Friedberg´s last [type] ..BOOST FINANCIAL LITERACY March Contest
Not a good way to celebrate a grand opening. I’m like you, I never give second chances anymore because in the past I’ve been equally disappointed when I gave the person the benefit of the doubt.
Hit with your wallet. Never shop there again.
Moneycone´s last [type] ..Had You Bought Apple Shares Instead Of Apple Products…
I thought they were obligated to honor their promotion. that manager sounded like a moron. Of course he could have overide it, he was just being lazy. Bet ya if you looked like Meagan Fox he would have broke his neck to help you.
Sonya´s last [type] ..More Homeowners Underwater With Mortgages
Storemarkets usually sell products at a loss, they are called loss leaders to get into the store. The theory is you will buy something else or do your shopping there.
At the very minimum, there had to be a very serious gap in communication, and by this way he can loose a customer. The manager should communicate with the customer till the customer get satisfied
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