Sunday, August 17, 2014

Fis-Cares? We'll find out!

Dear Fiskars Consumer Feedback Form:

I recently went to Walmart, and bought what this page of their site lists as a Fiskars Basic Pruner: http://www.walmart.com/ip/Fiskars-Basic-Pruner/23598073

It cuts fine, but has an annoying habit of self-locking when you are squeezing the handles together. Essentially, when you are holding the tool in the position I consider most natural (front blades curving upward, as shown in all images of the tool), and squeeze the handles together, the (very light) weight of the locking tab--driven by gravity--makes the tab drop down and lock the blades together, even when you don't want them to. There should be a mechanism that holds the locking tab in place and requires pushing it downward--not just allowing it to drop downward into the notch. This seems cheap and un-Fiskars-like.

I wanted to leave this feedback on Amazon, but they don't list this tool (#9686). In fact, I can't find it anywhere but Walmart.com, so it must be a "special" model for that chain's discriminating buyers. I am sharing this note on my consumer blog and hoping others will be aware before they purchase this pruner from Walmart. I am not satisfied with this tool, now that I see how it self-locks, but I doubt Walmart will take it back in used condition. I will be happy to share your response on my consumer blog, as well, if you have a response. Thanks.

--The eValue-ator

Tuesday, November 19, 2013

Sears in the Twilight

Watching TV last night, I was surprised to see an ad for Sears. Specifically, they were (pre-?) promoting their Black Friday "Doorbusters." In fact, I'm always surprised to see that Sears still bothers to advertise, given their ongoing losses and such extreme financial distress that they might spin off their auto centers and Lands’ End division.

Sears was extremely important to our middle-class, suburban-style farm family in the 1960s and 70s.

Late, unlamented Wards took some of our retail dollars, and JCPenney (whose name at the time still had periods, and spaces) had the nearest thing to a department store in the small town we shopped in, but for day-in/day-out acquisition of the material good life, Sears was king.

The local Sears store (never as posh as the sign shown here) was right downtown on old Main street, in a traditional and pretty narrow storefront that stocked nothing but boring (to a kid) appliances like fridges and dryers and water heaters (all of which we bought at one time or another). But it was also the place we went to pick up everything we'd ordered from the magical Sears catalog.

Yes, there were the seasonal catalogs--Spring and Summer, Fall and Winter, and the wonderful Christmas WishBook. But several times a month, smaller Sears catalogs filled with sales and special deals and items that weren't in the big catalogs also hit our mailbox.

For a kid like me, who loved reading about products and seeing what was new and comparing prices, the Sears catalogs were a taste of everything modern and exciting in a variety that our small local stores just couldn't stock: Clock radios, TVs, bicycles, power tools, watches, cameras, water skis, you name it--it was all there--Just a phone call away.

Mom would call the local Sears store and say "I'd like to place an order" and the clerks would take her catalog numbers and name and say, "You can come pick it up on Thursday!"

I think it usually took only 4 or 5 days, although occasionally something popular might take a week and a half, and we didn't mind waiting. The next time mom was in town for groceries, she'd stop at Sears, write a check, and stick the goods in the trunk.

I can picture the family car (an Oldsmobile) slowing down to turn into our farmyard after I'd been home from school a couple hours, anticipating Mom bringing home something I'd ordered--Like my first Instamatic camera, my waterproof divers' watch with glow-in-the-dark hands, or a darkroom kit--All purchased after long and serious consideration and months of dreaming in the pages of the Sears catalog.

When we would go to see relatives in a bigger Midwest city, the big Sears at their mall was a place of glamour. They had, it seemed, almost everything in the catalog in stock, even a candy counter where you could buy treats by the pound. You could buy LP records made by a Sears recording label (I have some from the 60s in my record collection). It was about the ultimate retail experience. My aunt and uncle, like us, bought nearly everything there--and without time-consuming waits.

Dad got most of his hand and power tools from Sears--occasionally Wards, which would ship them directly rather than have you pick them up--and even quite a few of our clothes came from Sears. I wouldn't say we never went to a clothing store (usually Penney's), but for a lot of things it was just easier to find what you wanted in the catalog and place an order (and in the 70s, that often meant polyester was involved!).

I really loved the blue running shoes with white stripes--clearly a Nike knock-off--that I got from the Sears catalog around 1978 or so. But it was one of the last clothing items I recall getting from Sears, because by then I was in high school and we preferred to go to one of the real malls that had sprung up in our mostly rural state, even if it was a couple hours away, with far more stores than Sears to choose from.

Now, Sears struggles for life, and with the many online and brick-and-mortar choices available to me in a big city, its passing will have little impact on my family’s daily life.

A former Kmart near us became a Sears "Grand" a few years ago. As a “Grand,” it had a food “pantry” section and drugstore departments, very similar to the Kmart it replaced. Despite being near a busy intersection, it was nearly always empty, which I actually liked because I could stop by on the way home from work and get in and out quickly for commodity items like shampoo or batteries. No lines, no crowding.

They later converted it back to Kmart, but it remained empty and lasted only about a year before closing for good. (You know things are bad when your Kmart division is outselling your Sears division, though you have to wonder about the skill of their retail managers at reading local sales and economic data to arrive at such frequent and costly brand-flipping decisions.)

I have seen some stories about how the land and buildings that make up what remains of the Sears retail chain are actually worth more than whole value of the brand itself. Their Craftsman and Kenmore brands are still worth something, but I see that they're starting to sell Craftsman at True Value (and Kmart) and clearly preparing for a day when the whole thing winds down.


I have good memories of Sears, but its time has clearly passed. My teenagers have zero connection to the Sears brand, despite being in one a few times. My parents’ Sears religion has been converted to our family’s retail faith in Amazon/Target/Walmart.

Saturday, October 5, 2013

The Damp Reality

Dear United States Postal Service:

We have a persistent issue receiving magazines in our mailbox that have a wet, wrinkly, and pages-stuck-together spot on the front or back. It has been a recurring issue all summer, and occurred again today. We suspect that the wetness and deterioration comes from a carrier's perspiration or perhaps a dripping water bottle in his or her bag of mail. In any case, it is icky and degrades the quality (and sometimes readability) of our magazines. I will be sharing this letter with readers of my consumer-affairs blog online, and will be happy to share your response with them, as well.

Sincerely,

The eValue-ator

Response (two days later):

Dear [eValue-ator]:

We will act immediately to ensure that your mail, your carrier’s performance, and service in general receive more care and attention. We must catch mistakes like the ones you brought to our attention before they happen. We are truly disappointed that we did not provide you with good service. We will make extended efforts to improve upon our performance, as we value your business and would like to keep you as a satisfied customer.

Thank you for the opportunity to address this matter with you.


[local city name] Post Office

Thanks, post office. We'll be alert to damp mail from now on and let you know.


Tuesday, August 27, 2013

Eddie Bauer, the Response

It took several weeks, but Eddie Bauer headquarters finally responded to my criticism of their hyper-aggressive retail sales staff. I'm proud to have my comments shared with their "leadership team" and sincerely hope that some heads will get banged together over their foolish, heavy-handed, utterly repellant customer stalking. Perhaps it's time for a re-visit, unless of course this email was written with "AutoResponder 7.0 software" and the corporation is so bureaucratic that it takes weeks for leadership to actually read and react.

"Dear [eValue-ator]:

Thank you for contacting Eddie Bauer regarding your recent experience in our store. I am pleased to hear that you have been such an ambassador of the Eddie Bauer brand for many years. However, it is always an immediate concern to hear when a customer is disappointed in our service. I genuinely apologize for any dissatisfaction you experienced during your visit.

We do ask our sale associates to follow five requirements that include greeting the customer and asking questions to ascertain the customer's needs to help them find what they are looking for. Certainly, your indication that you were simply browsing and did not need further help should have clearly defined your needs.

At Eddie Bauer, we strive to develop a sales staff that is attentive and enhances the selling experience by listening to the customer. Assistance should be offered but not forced. From your description, it certainly sounds as though we failed to listen to your needs and respond appropriately.

I appreciate the time you took out of your schedule to write us regarding your shopping experience. We take great interest in our customer’s feedback on the products and experiences on which our brand was built.

It is our practice to share customer comments with the leadership team responsible for your experience. We can only hope that you will remain a loyal customer and allow us another opportunity to extend to you the premier level of satisfaction our company demands.

Sincerely,
[name of responder]
Office of the President

Eddie Bauer"

Monday, August 5, 2013

High-Guilt Sweetener Drama

High-fructose corn syrup (HFCS) has spent several years becoming the villain of health reformers and public-health do-gooders, taking the blame as an almost unstoppable force behind climbing levels of obesity, diabetes, and the other public health "epidemics." In fact, many health advocates say that HFCS is the latest tool of big, evil food companies (and/or the medical/industrial complex) trying to KILL us all! BAN IT NOW!

A new story in Scientific American ("Is Sugar Really Toxic?") reinforces what I have always believed: There is nothing inherently harmful about consuming modest amounts of HFCS, or any other sugar, as part of a balanced diet.

HFCS is a miracle of science, a cheap sweetener that brings pleasure and variety to our diet. Our family loves a good salad, a serving of freshly steamed broccoli, or a slice of whole-wheat toast. But we also enjoy an occasional can of ice-cold soda, scoop of Sherbet, or bowl of Super Sugar Crisp (now the absurdly renamed "Golden Crisp.")--all infused with HFCS. 

Jog on, food-control nannies--we're going to continue to eat modest portions of what tastes good, and let the joyless extremists vacillate between public denunciations of supposedly evil foods and the secret binges that feed the guilt they attempt to inflict on everyone else. (And by the way, our kids have far fewer cavities than my spouse and I, who grew up in an era before HFCS existed.)

Sunday, July 28, 2013

Eddie Bauer:
Exploring New Frontiers in Live Harassment

 Dear Eddie Bauer, Inc.:

Yours is one of only a handful of companies that I have felt some enduring connection with and loyalty to as an adult consumer for the past 25 years. It is one of the few companies, along with Apple and John Deere, that I would consider a personal “lifestyle brand” encapsulating my values and aspirations. If my recent experience in your local store is any sign of things to come, our relationship may be coming to an end.

I have long embraced the Eddie Bauer ethos of adventure, outdoor living, and classic American style. I was delighted when your company started producing home furniture and textiles (which graced our own home) in the 90s. I was particularly impressed by your brief experiment of selling upscale clothing under “AKA Eddie Bauer” brand, and still count the high-quality garments I bought there among the most treasured in my portfolio.

It was difficult to watch the decline of your brand in the marketplace, to witness the elimination of lines like furniture and “AKA” and to see the once-expansive Eddie Bauer presence in our local mall shrink to a fraction of its former glory.

Admittedly, I have shifted much of my shopping to online, including the shopping I do with your brand. But today, I happened to go to the mall with my adult daughter, and the colorful backpacks in the window caught our attention, so we went in.

The first clerk who approached us gave the standard opening pitch about the current sale items and the usual promise to help. We thanked her and said we were just looking. We had browsed for only about a minute when she stood in front of us again as if she had something to say, and asked again if she could help. We again said, “No, thanks” and moseyed along.

Another minute passed, and we were intercepted by a second clerk who repeated the special sale items (“gear”), gave us her name, and again insisted we locate her if we had any questions. Again, we said thanks, but we’re just looking. Another minute passed by, and she reappeared as we browsed the clearance rack, and she gave us a long pitch for how a jacket I was looking at had been tested by real mountain climbers. We attempted to ignore her, and when she finally walked away, my daughter said, “Let’s get out of here.” And although I wanted to browse some more, I had to agree the environment was distinctly hard-sell, and we got out while we could.

I don’t know which customer-experience genius at headquarters came up with this new push to be in the customer’s face every sixty seconds, but this short-sighted decision to corner, harass, and push customers into buying at regular, short intervals has turned me off to the Eddie Bauer retail store experience forever.

Your high-pressure “constant contact” approach may work with other people, but we are not the type of people you can sweet-talk or bully into buying. In fact, the only circumstance under which we might buy is if we are free to explore on our own and determine which items meet our needs without anyone shadowing us, almost acting is if they think we’re shoplifting. (My daughter, back from a year of study in Europe, said it almost felt as if she was back in Morocco with smarmy street vendors and obnoxious storekeepers pressuring the Americans to buy. Way to turn off not just late-middle-age men, but the next generation of your buyers at the same time!)

I realize your brand went through bankruptcy and changed owners a few years ago, and your new management may now be manically obsessed with increasing revenue per store to avoid repeating the financial problems of your past. However, your decision to harass customers with a hard-sell approach is foolish and will ultimately result in more shoppers being driven online and missing out on the experience of touching and trying on items that only live shopping can achieve. When a customer says, “I’m just looking,” don’t forget that they’re also looking for a reason to never darken your doorway again.

I am posting this letter on my consumer-affairs blog for anyone searching for your brand to find. I will be happy to post your response, as well. The final chapter of this story is up to you.

Sincerely,


The eValue-ator

Monday, May 13, 2013

Returns aren't a Treat



My wife was recently in your store and considered a nearly ten-dollar bag of something that included chocolate, pecans, and caramel. She thought I might like them, but wasn’t sure. She asked the clerk, “Can I return these if my husband doesn’t want this variety?” The clerk specifically said, “Sure, no problem.”

When she returned to the store the next day with her receipt and the unopened bag (since I decided I didn’t need a big bag of candy) and requested a refund, the clerk gave her a line about how “we can only give you store credit.”

When my wife pointed out that the previous day’s clerk (who was sheepishly standing behind the one she was now talking to) had implied that a refund would be “no problem,” the new clerk said, “Well, we don’t normally allow returns for cash, but I’ll make an exception in this case.”

What exactly is the return policy on unopened, receipt-provided items? I suppose the selling clerk was technically correct in saying, “Sure, no problem,” but since she failed to add “for store credit only,” we—like most consumers—assumed "return" would equal a no-questions-asked refund.

Please, get your staff straightened out on this matter, post your policy, and stop guilt-tripping customers who are making day-by-day, moment-by-moment decisions on whether to ever come back in your store again!

Your new stores are as attractive as anything in the retailing business. It’s time to make sure your staff lives up to the quality that the buildings themselves project.

I am sharing this letter on my consumer-affairs blog and will post your response, as well.

The eValue-ator

Dear [eValue-ator]:

We apologize for the poor service you and your wife received when visiting our retail store. The return policy for our Russell Stover Retail stores, as printed on our receipt is:

Russell Stover Candies proudly guarantees the quality of our products. If you’re not completely satisfied with your purchase, you may return it along with the original sales receipt to receive in-store credit in the amount of the original purchase price. Returns without the original sales receipt will be issued in-store credit in the amount of the lowest current sale price. See posted policy in store for further details.

We understand the policy, which should have been posted at the register, was not in sight and it should have been. When we remodeled the store, we failed to re-post the sign. We are correcting this matter to avoid misunderstandings in the future. We understand the problem with your experience was that our employee mistakenly gave the impression that the candy could be returned for credit if you were not satisfied. We are sorry for this misinformation and we are working with the employees to make sure they are communicating our policy correctly to customers in the future.

We appreciate the time you took to let us know of your experience, and we are sending a check to cover your expense. We hope you continue to be one of our valued customers and please feel free to contact us with any further comments or concerns.

Sincerely,
Russell Stover Candies Customer Care Team


Acknowledging that their staff misled a buyer is a start. But they don't even attempt to justify their "store credit only [even with a receipt, unopened merchandise, and the next day]" return policy, which is extremely rare among retailers.

Also, I'm not sure why sending a check is necessary (and I'm not sure what amount it's going to be), since we actually did get the refund from the clerk, as I stated.

These are nice stores, and it's a company with a proud history. I hope they succeed. Give them a try.

But make sure you know what you want! I think their "store credit only even on receipt-accompanied, unopened, quickly returned merchandise" policy represents short-term thinking that I believe will, in the end, cost them more customer loyalty than it adds to the bottom line.