Column By Jon Johnson
So, I’m renovating a house in Safford, and after a few hours of labor, I decided to stop and get some refreshment on my way out of town.
I stopped at one of the many Speedway convenience stores on Highway 70, as I recalled they had a good selection of fountain drinks.
A huge sign greeted me upon arrival, boasting “.89 large fountain drinks,” and I believed I had found the right place.
After filling my cup, I brought it to the register only to be informed it would be nearly twice the advertised price because the store’s WiFi was down and none of the advertised deals would work.
I had already filled the drink and was at the counter to pay. While I suggested that the clerk honor the advertised price by simply entering that amount for the drink, she either was unable to do so or unwilling and reiterated that no deals would work, and it would be nearly twice as much.
I wonder how many customers found out that the hard way that day and were each skimmed out of a dollar or two. And how much extra did the store make by not honoring its advertised prices? Throughout the store, there were advertisements for food deals and other promotions. Yet none of those promotions advertised would be honored due to the store’s failed Wi-Fi.
Doesn’t it always seem to go in the store’s favor when mistakes like that occur? I have found discrepancies at nearly every grocery store, including Walmart, Safeway, Bashas’ (now Food Club), Dollar General, and Thriftee. Whenever a pricing mistake occurs, it has always been in the store’s favor. Of course, first you have to sign up for the store’s club, spend time scrolling through coupons, and digitally clip them, only to have something not work out correctly in the end.
Then, suppose you want to correct the situation. In that case, it becomes the customer’s responsibility to either wait in line for a more extended period, disrupting the flow of other customers and potentially drawing their ire, or to visit another cashier to review the transaction and resolve any issues, typically for only a couple of dollars. And at the same time, the store turns its attention to the customer and blames them for having to take the time to correct the store’s mistake. How many people shrug and feel it’s not worth the hassle, then leave without getting it cleared? How much does corporate America swindle its customers every day? The number is likely more than one would think.
Regarding my experience with the Coke problem, I’ve never worked the register at a convenience store/gas station, but I have worked in retail for several years and provided customer service at Walgreens during my youth. In those cases, I would make every effort to ensure the customer was made whole or received the advertised price; I would never have just shrugged and said, “Nothing I can do.” However, today, those in retail positions are often not equipped to resolve such situations or are unwilling to do so. Within a few years, those positions will likely be replaced by automation or cameras that automatically track purchases and charge customers upon leaving the establishment. Of course, those will likely bring a whole new set of problems to deal with, as we all know how challenging it can be to deal with AI over the phone.
