TLDR: Target advertises a toy sale to lure in potential
buyers, but excludes toys placed specifically by the signs such as LEGOs. To make matters worst, at this particular target there is an actual sale/deal on LEGOs that is not shared voluntarily and has to be requested to be honored. Further, when brought to the attention of management, the opportunity to deliver a positive customer experience was totally lost.
Review:
If it were an option I would give zero stars. I have seen a lot of unfair and sneaky business practices, but this Target (Factoria) takes the cake.
Today, I was in the store shopping for some last minute Christmas items and my wife suggested we take advantage of a widely advertised toy sale. The sale clearly indicated $10 of if you spend $50 and $25 off if you spend $100. It was a toys and games deal that was literally plastered all over the toys and games section.
We decided to purchase a $130 LEGO set in anticipation of receiving $25 back. After arriving at the register, to our surprise, we were told that the fine print excluded LEGOs. Although we were bummed we still purchased the set. We wanted to show the Asst Manager Emily the point of confusion and she agreed the signs were misleading. Further she agreed the fine print on the sale sign was minuscule and at an unnatural height for an adult to see or read. We appreciated her candor and were about to be on our way when we noticed another smaller sign actually indicating that LEGOs were included in a separate deal warranting $10 off of $50 in the form of a gift card!! This is where things get interesting.
When we went to the front to receive our $10 Gift card, customer service at first didn't believe us, and then told us that we were mistaken!! When we showed them a picture of the sign plastered on the shelf, they were completely unfamiliar with the deal and needed extra help to provide the gift card. The person called to assist became flustered and just gave us $10 out of the cash register instead of the aforementioned gift card. To make matters worse, when we asked to speak to Emily to inquire as to why no one told us about the gift card or why the system didn't flag it automatically during the transaction, she refused to come back and instead sent the store manager, Nik.
I took the time to recount the issue quickly to Nik and explained that I not only thought the sale signs were intentionally misleading, but that when inquiring about the sale, everyone was dismissive and said LEGOs were not included, yet no one on his staff knew about the LEGO gift card (including the asst store manager). I told Nik that this presented a dishonest image and resulted in a poor customer experience. I also pointed out that if there was a flaw in the system, it is possible multiple families were not awarded the $10 gift card they were entitled to. I told Nik that we still purchased the gIft, but wanted this brought to his attention so that he could rectify the situation.
Nik became increasingly dismissive and visibly frustrated. It was clear he did not wish to discuss the matter any longer and asked me what did I want him to do. I explained that it was his store and he should devise the solution. He then called our conversation "cyclical" and although he was not verbally disrespectful, his face became visibly angry.
It's at this time that I informed him that I would notify corporate and would no longer shop at the store. He did not care and made no effort to keep my business. I went to customer service and returned the over $300 worth of merchandise I had purchased and will not return.
The issue with confusion over a sale is forgivable and understandable, but being dismissed by management and the poor customer experience is not. Target (thanks to Nik and Emily) has lost a customer for life. read more