Drop It Like It's Hot

I've been raving about my experiences at Publix for weeks and my friend Wendi finally decided to see what all the fuss was about. I wish I could say her experience was a good one, but they were out of everything she went there for in the first place. :(  My advice to her does not just apply to Publix, but any store that irritates you and makes you want to (in the words of Snoop Dogg) "drop it like it's hot."

If you go in a store, especially one you're visiting for the first time and they are out of things you want, ask customer service if they write rain checks that honor the sale price. If they do, make sure you find out how long the rain checks are in effect. If a company's "customer service" department is just that, they really want to see you enjoy your visit to their establishment, because they want you to recommend them to your friends. If your first visit (or any visit, for that matter) is frustrating, they know you'll go somewhere else for future purchases. Granted, if you're talking to Miss Hot-Trudy-16-year-old who's there for gum discounts and to make money for her next nail appointment, you're not going to get anywhere-- ask for the manager! If you don't do it while you're there, call back and talk to the manager, specifically the store (not shift) manager. Tell them about your experience and how that was your first (and potentially last) trip. Who knows, you might get a gift card. At the very least, you'll let them know how you feel about it.

Until recently, I hadn't set foot in a particular major retailer for a couple of years, because of a similar experience. We received a portable DVD player one Christmas and wanted to upgrade it-- not return it for cash, but actually spend more money in their stores. Unopened and with receipt (that was more than 90 days, but less than 120 days old) in-hand, we first talked to Hot-Trudy (see above description), then asked for the manager. Once the manager couldn't get us anywhere (and she honestly tried), she called the corporate office. Obviously, when a corporation doesn't give a rat's patoot about their customer service, their corporation is just too big... or too lucrative. I wrote letters to the corporate office people and the customer service department vowing I'd never return and fired them off, angrily, I might add.

Financial Guy, who worked for a large automobile company at the time said, "You'll never get a personal response from them. They have a department that sends out form letters." I hate to admit when he's right, but he was. The letter I got back said they hoped my future visits were enjoyable... HELLO!! I said I wasn't coming back!

Several years have passed and I have (reluctantly) been back in their stores. I did a complete boycott for two years and still only go when I absolutely must.  The point is, it's your money, and your money is your voice in retail. If companies want your moolah, they have to listen to your complaints and try to do right by you, if they want to earn your business in the future, so make your voice (and your money) heard!