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Old 06-04-2019, 11:17 AM   #1
Karbon
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Even flagship brick & mortars suffer customer service issues.

Preface: before I shit on retail workers (I used to be one), I understand this is probably a symptom of a larger economic and maybe cultural issues.

TL: DR at the bottom.

Sunday, June 2.

Long and short of it:

Wanted a jacket
Set on going to brick and mortar to help out the local economy. I would have waited for them to order if stock wasn't available. Just don't waste my time. Fuuck I hate it when that happens.

Called in for a very specific model of jacket. X colorway, x size, no perforations.

Sales associate over the phone: yes we have that!
Me: cool I'll be down there in a few to grab it.

20min later

At the store, sales assoc. has the jacket set aside.

I ask for maybe the 4th time, "....non perforated yes?" Before I can put on the jacket.

Sale assoc: uhhh, yeah... non perforated.

jacket: I'M MOTHERFUCKEN PERFORATED, SON. WHAT NOW BITCH?

Me: can you get me a perforated? I asked specifically for non perforated. I thought you had one in stock/in store, thats why I asked before I rolled up here.

Sales assoc. Oh gotta order this one from Italy, probably a few weeks.

Me: so I can't order this from RevZilla instead and have it here in a week?

Sale's assoc: ...

Crux of the story: train your employees better and maybe pay them more. Make it easier for me to throw money at you.

Bought the jacket online from RevZilla. Should be here within the week.
The local economy didn't get the money.

The end.

Tldr: asked for a jacket. Ready to spend. They didn't have the jacket even though they said they did.
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Last edited by Karbon; 06-04-2019 at 11:41 AM..
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Old 06-04-2019, 12:04 PM   #2
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Sucks. I'd be pissed.
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Old 06-04-2019, 12:12 PM   #3
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You said you would have waited for them to order it if they didn't have it in stock.... they offered to order it.... so why didn't you wait?

Serious question.

And for what it's worth, I don't even bother with brick and mortar stores. I can get the item, try it on, and ship it back from RevZilla usually faster than any local place can AND it's cheaper.

I'm all for "supporting a local economy", but I'm not going to pay MORE for less service and convenience. If brick and mortar stores want to stay relevant they need to provide SOMETHING of value that online stores don't. In today's world, the world of only stocking low budget garbage gear and poor customer service, they really don't.

The only thing I really pay for at a store now is tire changes. I used to get oil and filters but honestly Amazon is basically as fast (order thrusday, change my oil Saturday) and always cheaper. Even after tax.

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Old 06-04-2019, 12:35 PM   #4
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So the junior sales associate made a mistake. I wouldn't generalize the whole business over it.
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Old 06-04-2019, 12:39 PM   #5
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Quote:
Originally Posted by Hammerin'Hank View Post
You said you would have waited for them to order it if they didn't have it in stock.... they offered to order it.... so why didn't you wait?

Serious question.
Because they wasted his time. He asked if they had product X, in color Y, NON-PERFORATED. They confirmed. OP took 20-30 mins out of his life to drive down there only to find they fucked up. Simple mistake, but still waste of time. No need to waste even more, waiting several weeks when he can order from Revzilla and have it within the same week. Not to mention good customer service.
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Old 06-04-2019, 12:59 PM   #6
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Originally Posted by 295566 View Post
Because they wasted his time. He asked if they had product X, in color Y, NON-PERFORATED. They confirmed. OP took 20-30 mins out of his life to drive down there only to find they fucked up. Simple mistake, but still waste of time. No need to waste even more, waiting several weeks when he can order from Revzilla and have it within the same week. Not to mention good customer service.
shit, it'd take me 20-30 min just to gear up & walk to the garage where the bike is. i wouldnt be happy if they wasted an ~hour of my life either..
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Old 06-04-2019, 02:06 PM   #7
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Originally Posted by Hammerin'Hank View Post
You said you would have waited for them to order it if they didn't have it in stock.... they offered to order it.... so why didn't you wait?

Serious question.

And for what it's worth, I don't even bother with brick and mortar stores. I can get the item, try it on, and ship it back from RevZilla usually faster than any local place can AND it's cheaper.

I'm all for "supporting a local economy", but I'm not going to pay MORE for less service and convenience. If brick and mortar stores want to stay relevant they need to provide SOMETHING of value that online stores don't. In today's world, the world of only stocking low budget garbage gear and poor customer service, they really don't.

The only thing I really pay for at a store now is tire changes. I used to get oil and filters but honestly Amazon is basically as fast (order thrusday, change my oil Saturday) and always cheaper. Even after tax.
Few weeks from store vs 3 day shipping from a different online retailer.

I don't live in SF I'm not riding back up to pickup a jacket I can have delivered to my office in less time. Luckily I was in SF for an unrelated event. Imagine how shithouse it would have been if I rolled in from santa Cruz

This is a flagship (one of 2 in US iirc)store and effectively representative of their brand. They could have literally done a part number/SKU check to see if they had in on the floor or in stock.
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Old 06-04-2019, 02:11 PM   #8
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Oh I get it man. I don't either. It's like these B&M shops are TRYING to lose customers.
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Old 06-04-2019, 02:31 PM   #9
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So the junior sales associate made a mistake. I wouldn't generalize the whole business over it.
I'm trying not to, but lack of proper training of the Jrs may indicate a problem with sr overall/ management. It's a filterdown effect. Maybe I should have pulled the "talk to the manager" card but i think the writing was on the wall, and I could not get my time back.
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Old 06-04-2019, 02:44 PM   #10
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How do you know there was a lack of training? Like I said, the junior sale rep made a mistake. It happens.
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Old 06-04-2019, 02:53 PM   #11
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If this is the flagship store in SF I'm thinking of.. that location maybe less about moving product, and more of brand-image/ marketing thing.

It probably doesn't matter to them that you bought the jacket from Revzilla.. that's still a win for them. It's a corporate-owned store, and they are trying to increase visibility and grow the brand. Not to make money from that one specific location.

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Old 06-04-2019, 02:56 PM   #12
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How do you know there was a lack of training? Like I said, the junior sale rep made a mistake. It happens.
Well it's a lack of something. Maybe it's carelessness. Who knows. That's beside the point really. The result is a customer service issue. I would imagine an an employee of a flagship store should be trained or knowledgeable enough to know/see the difference between a perforated and nonperf jacket.
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Old 06-04-2019, 03:08 PM   #13
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Im pretty sure you're talking about the D store. I had a similar experience a few years back. I looked far and wide for a Guy Martin AGV corsa replica in my size. I called them beforehand and they confirmed they had the helmet and model in my size, except I rode from Sacramento to buy it. I got there, and the sales associate was really smug about it and basically admitted that its better to get me into the store with a little white lie to get me to try on other helmets because "it didnt sound like your heart was set on that exact model over the phone". I damn near punched the guy in the nose.
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Old 06-04-2019, 03:12 PM   #14
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Its about knowing your stock and being aware of the inventory on hand.
Whammy too hates unnecessary wastes of time.
Thou shalt not waste the Whammy's time.
So lets continue to flog this one
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Old 06-04-2019, 03:44 PM   #15
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lol I just listened to you talking about this on the M&M podcast this morning. Definitely a bummer, I have no spare time to waste going to and from stores and stuff like this is extremely annoying. I woulda been super pissed too.
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