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Don’t Discount The Customer’s Ability To Discount, Part 19

, , , , , | Right | October 8, 2021

I work in a popular store that sells luxe makeup, skincare, and hair products. This means we usually have high-end hair care electronic items in stock. They sell fairly frequently, and usually, people are willing to pay the $430 that it comes to with tax.

Two women come in saying that they have a 20%-off coupon and want to make sure they can buy a [Brand] product with it. We had a sale a few weeks ago, and some rewards members who hadn’t bought anything during the sale got emails with a code to use during that weekend, so I figure it is that. 

Customer: “So I can use my 20%-off coupon on this [Brand]?”

Me: “If it’s a coupon or code sent from us or that popped up in our app, of course. [Brand]s weren’t excluded in the spring sale.”

Customer: “Oh, no, it’s not a coupon for you guys. It’s a 20%-off coupon for [Other Store] but I called them and they said I could use it on [Brand]s.”

Me: “Okay, I can’t take other retailer coupons. We could do 15% off with our credit card, or I can get my manager and let you talk to them.”

Customer: “Yes, get the manager. I was told I could use my coupon to buy a [Brand].”

My manager comes out and I explain. She starts to say the same thing, and then the customer interrupts. 

Customer: “But the [Brand] is cheaper at [Other Store]. It should be [discounted price]!”

Manager: “I’ll go look into it. If we’re selling it for the wrong price, we’ll price-match, but we still can’t use the coupon.”

My manager goes into the back to look at the website and the coupon. While she’s back there, the two ladies grab a popular shampoo and conditioner; the regular size is $28 and minis are $14. My manager returns. 

Manager: “I checked online at [Other Store]. The price there still comes out to $430, so there isn’t anything to price-match. I also called the retailer to double-check about your coupon, and it actually can’t be used on [Brand]s there, either.”

Customer: “But I called and someone told me I could.”

Manager: “I’m sorry. Is there anything else we can help you with?”

Customer: “No, I’m ready to check out.”

I take her to the register and start ringing her out. 

Customer: “Wait, those shampoos are supposed to be $14 each.”

Me: “Sorry, but that’s the price for the minis. We only have the regular size in stock right now, which is $28 each.”

Customer: “I should only have to pay $14 since you guys are out of stock.”

Me: “I can’t do that for you. I can order the minis to be shipped to your house, if you’d like.”

Customer: “No, I’ll just get them. Are you sure you can’t give me my discount on my [Brand] since I’ve gone through so much trouble? It doesn’t look very good for your store that you won’t help a paying customer.”

Me: “I’m sorry, but like my manager said, there isn’t anything we can do to help you. The only discount we have available is 15% off with our credit card.”

She’s fed up and decides to stomp away, shouting:

Customer: “I don’t want a credit card!”

Related:
Don’t Discount The Customer’s Ability To Discount, Part 18
Don’t Discount The Customer’s Ability To Discount, Part 17
Don’t Discount The Customer’s Ability To Discount, Part 16
Don’t Discount The Customer’s Ability To Discount, Part 15
Don’t Discount The Customer’s Ability To Discount, Part 14