SHOPPERS FORCED TO TRAIN MYER STAFF

GUEST POST by Derek Jenkins

The story behind Tweet #6,588,831,751

Myer Bondi Junction : where 10% + 15% =>; 35%  (not)

by: Derek Jenkins (@OzDJ) http://twitter.com/OzDJ 

refers to: http://twitter.com/ozdj/status/6588831751 

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It was Saturday afternoon and we were wandering through the hampers and chocolates at Myer Bondi Junction. We spotted a "weekend special" sign which read, in part:

"Buy four or more(*) Food as a Gift items in a single transaction and get 35% off"
 ...and in very easy-to-read, not-so-fine print....

(*) Full priced items only. Excludes already discounted items"

"Fair enough!" I thought, and I loaded up our basket with approximately $120 worth of chocolates and other eligible foodstuffs (each individually marked at full price). We had all of the items run through the register, paid the bill and we started to wander off.

And then I checked the receipt. Ummm... $29.99 less 35% should equal $19.49 (not $22.49). And $14.98 less 35% should equal $9.74 (not $11.24).

Back to the register to get the mistake fixed.

Me: Hi - we just bought all of these items and they appear to have scanned at the wrong price.
Staffer#1: Oh. What is the problem?

Me: Well ;
Staffer#1: No, those products were already discounted - so you don't get the full 35% off.
Staffer#2: See, [points at a $5.99 chocolate billed at $5.39 less 15% = $4.58] But you're still getting a big discount.

Me: [producing the item] It is still full price on the sticker and nowhere on the display stand does it mention that they've been discounted.
Staffer#1: But, see, you still get 15% off the discounted price.

Me: I'm not happy with that. I'd like you to honour the price you're displaying over there [pointing] [another two staff arrive on the scene]
Staffer#3: Can you please show me?

[I gave Staffer#3 and Staffer#2 a tour of their department while Staffer#4 and Staffer#1 had a chat. I pointed out the full-priced items and the  "weekend special" signage about the less 35%.]

Me: Sorry, but can you please show me any sign/pricetag which says the items on the shelves are pre-discounted by 10% off the marked price?
[Staffer#3 then walked around for ~2mins looking for non-existent signage]
Staffer#3: You're right. There's nothing.

[Our posse heads back to the register]

Staffer#1 to Staffer#2: How did you go?
[Silence from Staffer#2]
Me: I just want you to charge me full price, according to the offer, and take the 35% off. I don't want you to discount a discount.
Staffer#2: But less 10% is the current price. I can't charge you the old price.
Staffer#1: [attempting to support Staffer#2] ...but you're not the first person to have asked about it today.
Me: !!!!!!!!!!!!!!!!! [Thinking: WTF?! This is a systemic issue and they know about it?!]

Me: Sorry, that's NOT on. What you're doing is an elementary breach of section 52 of the Trade Practices Act. The lack of signage/pricing is clearly likely to mislead or deceive.
Staffer#2: Really?
Me: Yeah, sorry mate, this stuff is my day job.

Staffer#2: [to Staffer#1, #2 and #4] I need to phone Dan.
[At this point Staffer#2 calls 'Dan', a supervisor or manager of some sort. Situation is explained, including the presence of an 'unhappy customer'.  Call ends within 30 seconds]

Staffer#2: [to Staffer#1] Just reverse out the entire sale and over-ride the price.
[Staffer#1 and Staffer#3 get to work on the fix. ~15mins later we've been re-billed and credited for the difference]

Staffer#1: Thanks for your patience.
Me: No problem, but you should really get that signage sorted out.
Staffer#1: I know. So many people have said the same thing.
Me: [sigh]

Abundantly Guilt-ridden

Darrell Lea, Bondi Junction.  A very impressive store that is clearly in the festive 'zone'.  My only minor gripe - they only stock coconut rough as a 'winter' line :( I am not sure I understand the logic of that ?? Not that there was any shortage of other sweet stuff to buy.  Not that I should have, but I did.  Guilt reigns supreme .... so I shared my sweets and halved my guilt :)

The Un-Riot

Riot! Art & Craft, Bondi Junction. Often, if not always, the 'un-glamourous' parts of retail are the most important.  Call it a hygiene factor if you will, but being in stock 4-5 weeks out from Christmas is pretty important.  This display was not good.  It was for goods you would normally use to decorate party outfits - go figure.

Who is on your List ?

Rebel Sport, Bondi Junction.  I thought this was an innovative approach from this sports retailer.  They have certainly lifted their game for Christmas.

Gifts that Come Alive

Australian Geographic, Bondi Junction.  I was quite impressed with the idea behind this execution - it shows imagination, a key value for this brand, and one which should appeal to their customers.

Impressive and impactful

Dior, Myer, Bondi Junction.  Impressive presentation at the front of the store sets the tone for the cosmetics department.

Deadly Sin at Christmas

Target, Bondi Junction.  Without overstating it, it is NOT a good look when you are out of stock at any time, yet alone Christmas (last Sunday afternoon).  You cannot make sales without stock, and it really annoys time-poor shoppers.  #FAIL

A Rebels' Christmas

Rebel Sport, Bondi Junction.Impressive thinking and creativity behind their Christmas decorations.  The imagery on the bollards neatly integrates Christmas and summer sports (Southern Hemisphere).

Mrs Claus gets Marked Down

Target, Bondi.  I was amused to see how many people stopped to have a look at this product, placed cleverly at the entrance to the fitting rooms.  Perhaps it was the 'hotspot' lighting, or perhaps it was blokes trying to persuade their partners .. .there weren't many takers.... either way, it looks like Mrs Claus has been marked down this season :)

Dandelion Dreaming

Bed Bath 'n Table, Bondi Junction.  This surprising combination of stripes and dandelions works because of the ephemeral and soft nature of the image.  

Christmas Meringue for tea ?

Wheel and Barrow, Bondi Junction.  Effective use of a graphic and colour to create an attractive product-based seasonal window.

Splash the Colours of Summer

Bondi.  A simple colourful example of using an on-street window to store stock in a way that also makes a brand statement.  Summer is here !

A Retail Nightmare

Target, Bondi Junction.   The footwear department last Sunday afternoon - looks like a bomb has hit it.  I thought they must be re-merchandising but couldn't see a staff member anywhere. Perhaps messy kids or messy parents or both ?   Looks a bit like my office desk :P  

The Not-So Fine Print

Target, Bondi Junction.  Not a good look, running out of toner/ink - or is it a limited time only offer ? ;)

Looking after Rudolph

Plenty, Bondi Junction.  Cute looking quirky product this Christmas. For the reindeer in your life :)

Be careful of what you wish for ?

Myer, Bondi Junction.  One the challenges for retailers at this time of the year is how to execute their Christmas campaigns in-store.  I think the basic idea behind this Myer campaign is sound, with a great graphic.  However, the translation of the idea into the other elements and the in-store execution has, in my view, let them down.  They are only likely to look more tacky as the weeks go by.

Dreams

Pandora, Bondi Junction.  The dreamy quality of the lighting and the behind counter graphic have added another dimension to this otherwise functional, but stylish store.  

Wood for Christmas ?

Country Road, Bondi Junction.  Ok, so I took it perhaps too literally, but seriously, what does wood have to do with Christmas ?  If they want to say 'natural' are there not other better ways of doing it ?   Maybe they recycled some of the wooden hangers they had in their windows recently.....

Gauche ?

Louis Vuitton, Bondi Junction.  Gauche or stylish ?  Personally I think LV are 'off-brand' with this - it looks too crude to be associated with a premium luxury brand.  What do you think ? Comments below please ..

Shockingly boring

Newsagents, Bondi Junction.  This is 'jaw-droppingly' poor.  Not only is the display totally boring at a time when other stores are putting their best Christmas foot forward, but this is on one of the busiest walkways in one of the busiest malls in the country.  They appear to have suffered from an imagination failure.  Diaries - even black ones- don't have to be boring !