Work The System; Don’t Be A Jerk
January 26th, 2010I love to get a good deal. There are few things more pleasing than knowing that you were able to negotiate to a place where both you and the seller were comfortable with the agreement. And despite what some may have you believe, a company really does want you as a customer; this is the case now more than ever. So take your business elsewhere is you are unhappy, try and be reasonable, try to get a great deal if you can. But don’t be a jerk about it.
I recently had an experience with an online retailer that I have recently taken quite a liking to. Martin & Osa is part of the American Eagle company. You know kind of like Abercrombie and Hollister or Gap and Banana Republic (Old Navy too!).
Anyway, they have a really great site that I like quite a bit. It is easy to navigate and includes many great subtleties that I won’t go into here but that I appreciate as a web analyst and novice usability analyst. The other thing I like is that they have free shipping on orders over $100, they include clearance items in there % 0ff promotions, and they have free returns (you may have had to purchase over $100 to get that, I’m not sure).
On New Year’s Day they ran a 20% off and Free Shipping (no min) promotion. Like I said I really like some of their stuff so I loaded up on around $100 worth of stuff. It arrived a few days ago and literally the same day then ran a 30% off promotion. I checked online and they were still in stock of each item that I ordered. I kind of felt ripped off. Sure I was happy with the 20% off but then to contact me again with 30% off within a week. On the same stuff? It just rubbed me the wrong way.
So I placed another order with them with the exact same items in the order and a few extra that I decided I could get with 30% off. The plan was to just return all of the other stuff I purchased since I was getting the same stuff but with an extra 10% off. But, being in the e-commerce business I know how much returns cost and shipping. So I didn’t want to be a jerk and take advantage of their policies.
I called up their 24 hour number (excellent job M&O!) and asked if I could just get the credit on the stuff I bought earlier and then cancel the whole new order. Sadly, they cannot price match to a promotional price. This probably makes sense in most cases because people wear the stuff they purchased (and take off tags) so they can’t return it anyway. Since I just got my stuff I could still return it. I was also a little sad (but understood) why they could not price match my full price shirt I bought at retail (and linked to my online acct. via email) that was just send to clearance for a $30 price reduction. They could match it in store, but not over the phone. Oh well.
What I must say is that during this whole experience I valued his honesty. He flat out told me to return the other stuff and keep the new order. He answered each question without hesitation and was very clear in his answers. Way to go Christian! You did a great job.
So the moral of the story is always try and get a good deal (like getting 30% off instead of 20%) but also be reasonable. It didn’t work this time, but sometimes all you have to do is ask. Oh and by the way, my second order was actually twice the size of my first order with 30% instead of 20% so I don’t think M&O did too badly in the whole thing.
Do you love to get a great deal?
This has been a Thought From The Cake Scraps.
1 Comment | 
Brand, Marketing, Non-Web Analytics | 
Permalink
Posted by thecakescraps