One day after a superb in-store of Alejandro Escovedo (if you don't have any of his music, you should), I stopped by Decatur CD. I went there to pick up an album that I had spotted in the "new" LP bin while attending the in-store performance. The album of desire was the Black Keys - Brothers "limited edition" 2x180g LP cut at 45RPM. I read an article about this being an elusive item, and thought it would make a perfect addition to my "new" record collection; after all, it's a killer recording.
The only problem is that I mistook the BLACK album cover, which was for a "special edition" (read, photo-book & cd), with the WHITE album cover of the "limited edition" 45's. While checking out I mentioned that I couldn't believe that they had this edition when e-bay was selling them for twice the retail-cost. I went on, discussing how I was re-building my vinyl collection, and appreciating local record retailers. The tall, lanky, swooping haired, screen-door of emotions clerk barely responded with "yeah".
Then again who could blame him....no matter how many customers are standing in line to pay for their new treasures, the clerks ("screen-door" & "bearded guy, who hogs the listening station while surfing the net all day long") are still inclined to hand-write each and every inventory item leaving the store, PRIOR to adding the individual purchase prices to the register, which isn't integrated with the credit-card machine. Meanwhile, there's a GINORMOUS state-of-the-art iMac sitting across the way from the good-guys'esque "numbers" game going on in front of me. Poor business model.
I shop "local" outfits, rather than the mega-marts of WalMart & BestBuy so that I can keep the "mom & pop" bick&mortar stores afloat. I don't mind paying the additional $, over the much subsidized (read, appliance mfg'er paid weekly-flyer that assists with media discounts) mega-marts that can shave up to $5 off the retail cost of a new cd. I would like to think that I'm keeping the independent record stores afloat by my loyalty of business, but I need to have a connection in order to keep the relationship afloat. Like any relationship - I need communication.
I called the store within 20mins of leaving with my purchase. I called and informed the clerk of my predicament, who I later realized was Warren, expecting to hear a "no problem, swing back by and I'll take care of it for you". Instead I heard, "what do you want me to do? I don't have a shrink-wrapper, I can't sell that as a new item - it's yours, you bought it". I went into my spiel of how I'm a loyal customer, and all I would expect is a store credit, of which I would purchase twice the amount in goods. They could re-sell the item, albeit used at a discounted price. They would gain a profit, either way - by keeping a loyal customer happy. Instead, I was hung up on. That could not have been Warren....could it.
All of that occurred on a Saturday - I stopped by Decatur CD in-person the following Monday, with the BLACK (cd) album & receipt in tote, thinking I could reason with Warren. Obviously, I had spoken with one of the exuberant (yes, that's a joke) sales clerk "kids" when I was hung up on. I asked to speak to Warren and began to explain my situation - he stopped me and said "yes, I talked to you on Saturday"....what the? Seriously, YOU (owner of a "mom & pop" brick&mortar indie record store) told me the literal equivalent of "go jump in a lake", and preceded to hang up on a loyal customer? That was You??
Warren & I didn't see eye-to-eye on my predicament. The "album" was clearly located in the "vinyl" section of new arrivals, next to a couple of dvds and cd box-sets that were clearly marked. The packaging, same sized "editions" of the Brothers album in both BLACK (cd) & WHITE (2xlp) covers without any discernible medium markings, of the album is to blame for this incident; along with my ignorance and the poor placement of the item. Needless to say, I left the store with my $40 picture-cd in hand and all of my future business.
Understandably & Ultimately - the mixup was my fault for not being an informed customer, and making assumptions. Although, I thought that my passion for independent record stores, and the revitalization of vinyl, would lead to a more conducive business environment when regarding such mixups. I was wrong. Warren & Decatur CD was wrong.
In the end - I lost....I lost, yet another store that I enjoyed shopping in. Only this time, the doors to the store remain open.
Do yourself a favor - if you live in the Atlanta area, go to Criminal Records. Eric & the staff there are exceptional - I have never been let down by their customer service. It's not a machine we're fighting, it's an attitude.
Happy Record Store Day - 2011!
-Damon read more