pricing Archives • Using Time Wisely

Photograph Credit: Flickr (James Brooks)

No matter where I shop, I always check the receipt for pricing discrepancies. My mom taught me to live frugally, and she always checks the receipts.

Following in her footsteps, I usually check the receipt before leaving the store. However, there are times when I have my hands full and need to take a look at another time.

Last week in part 1, I shared how I address pricing discrepancies before leaving the store. This week, I will continue with addressing pricing discrepancies after leaving the store.

To illustrate how I handle these pricing errors, I will share two examples: one when I found the error after leaving the store, and the other when I addressed the issue at the store and had to contact the corporate office.

Finding the Error after Leaving the Store

On one of my trips to Papa Murphy’s Pizza, our family’s favorite pizza place, I paid, picked up our order, and left. I had used a coupon and assumed I received the standard 2 for $6 deal on the side items. When I entered the receipt into my spreadsheet, I noticed that I was over charged for the sides.

Addressing the Error

After identifying the error, I called Papa Murphy’s Pizza and spoke to an assistant manager. Upon explaining my order, she apologized and gave me two options:

1. Refund the difference, or

2. Give a free side item.

Choosing the Solution

The savings snob within me weighed the options – the refund of $1.98 or the free side valued at $3.99. I chose the free side item – the better savings. Though I have not picked up the free side yet, I know that this Papa Murphy’s Pizza location appreciates my business and cares enough about me as a customer to correct this error.

By addressing the pricing discrepancy, I became a more loyal customer to Papa Murphy’s Pizza by their response to the error.

Addressing the Pricing Discrepancies after Leaving the Store

Before I share the next example, I want to say that I love CVS. My CVS store is awesome, and any problem I catch gets solved immediately and professionally which is why I shop at my CVS.

On the day of this incident, I stopped at another CVS. I had a short list and a few minutes between appointments, so this CVS example is not a typical experience for me.

On that morning, I shopped with my list, coupons, and Extra Bucks. The girls and I gathered the items and checked out. The employee requested all my coupons at once. I indicated that I may not need to use all my Extra Bucks, but he took them all anyway.

Addressing the Problem at the Store

I had the coupons in order, and he rearranged them taking the Extra Bucks off before the manufacturer coupons. As he ended the transaction, he rounded down a manufacturer’s coupon resulting in a total of $0.

Instead of being excited, I was upset. I had lost almost $2 in savings because he took the Extra Bucks (store credit) before the manufacturer’s coupons. I immediately addressed this discrepancy which he agreed to void and re-ring.

But when he re-rang the merchandise and took the coupons and all the Extra Bucks, the remaining balance was over $1. I indicated that something was wrong and referred to the previous transaction. By this time he did not care. I was not happy, so I asked to speak to the manager. Well, he was the manager, so I left.

Addressing the Problem with the Corporate Office

After cooling down since my blood was boiling over the incident, I went home and contacted customer service via telephone. I explained the incident, and my complaint escalated to the district manager. Within a day, the district manager called me back. He was extremely polite and apologetic.

Realizing that I was a loyal CVS customer, the district manager asked me to return to that store (which I. did. not. want. to. do.), where the store manager would apologize and give me a $10 CVS gift card for the lack of customer service.

Accepting the Offered Solution

After a few hours of stalling, I went back. The store manager was the same manager. Staying calm, I told him that I was there on the district manager’s request. Though I did not get an apology, I received a $10 gift card which I used at my favorite CVS store.

By addressing the pricing discrepancy, I received a gift card, but that CVS lost my business permanently.

Whether you find the pricing error later or address the error after attempting a resolution, you can get the issue solved after leaving the store. Sometimes employees have a bad day and make mistakes.

Give the store the opportunity to correct the error. But in those situations where even the manager refuses to help, keep moving up the chain of command until you reach an acceptable resolution.

In using time wisely addressing a $2-3 pricing difference was time well-spent. In stretching your dollars, check your receipt for pricing errors. When you find them, address pricing discrepancies while staying firm, kind, and professional. Happy savings!

Question: How do you handle pricing discrepancies?

Photograph Credit: Flickr (James Brooks)

As you check your receipt from a purchase, does your face change when you find a discrepancy? Obviously mine does.

My son enjoys watching my face as I scan receipts after a transaction. He likes to forecast whether we will leave the store or head to customer service. 🙂

In part 1 of this short series, I will share how I address pricing discrepancies before leaving the store.

Next week, I will share how I handle these issues when I discover the discrepancy after leaving the store.

Using this five-step plan makes this process relaxed without aggravating or aggressively attacking the customer service representative.

STEP ONE: Identify the Problem

If you notice that you paid more than you calculated, then find where the error occurred before heading to customer service. Were all your coupons deducted? Did the item ring up incorrectly? Did you get the wrong item?

Going to customer service stating, “My total was incorrect; It should have been $50, not $70” does not help the customer service representative solve the issue.

On the other hand, going to the representative stating, “These frozen vegetables are in the weekly advertisement as buy one, get one free, but they rang up full price,” will point the employee to the problem to solve. Knowing where the error occurred helps the representative solve the issue.

STEP TWO: Greet the Customer Service Representative

This employee is at work. He or she has family and friends. This person probably had nothing to do with your problem. By beginning your conversation with a friendly, soft-spoken, non-confrontational greeting will set the atmosphere for solving the problem. Kindness goes a long way, and there is no need to get nasty or furious.

STEP THREE: Wait for a Solution

Present your problem and wait. Giving the representative time to think, check the weekly sales advertisement, or call a manager will aid in his or her response. Stepping back to let them work gives you both space to assess the issue.

STEP FOUR: Listen to the Solution

Allow the representative to give you the solution or the options before responding. If you need an option clarified, then repeat what you understand and ask any questions.

STEP FIVE: Choose a Solution

If you agree with a solution offered by the representative, then take it. If you disagree, then ask to speak to a manager. If you do not get the solution you want, then you still have these options:

1. Leave the store

2. Ask for the district manager’s contact information

3. Request the company’s corporate customer service number

When you notice and address a pricing discrepancy, identify the problem, kindly greet the customer service representative, wait for a solution, listen to the solution, and choose a solution. Throughout the process, be kind, direct, and professional.

You may or may not solve the problem at that time. If the problem gets solved, then thank the representative and leave. If not, then you have more options. You can leave and address your concerns with a district manager or the corporate office. Whatever the outcome, be polite and firm and continue stretching your dollars while using time wisely.

Question: Do you find customer service representatives helpful with your concerns?

How to Address Pricing Discrepancies – Part 2 of 2