The joys of dealing with retailers

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dejadeadnz

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#275762 8-Sep-2020 11:34

Is it just me that finds dealing with many retailers incredibly frustrating?

Case number 1 - IKEA parallel importer

All we wanted was one more shelf inserts for our Kallax shelving. It's a tiny item. It took them 5 days to pack an in-stock item into a bag and send it (we know from past experience that their stock tracking on the website is up-to-date). By the 4th day, my wife sent a polite 1 line e-mail asking for an update. Staff member comes back with a giant diatribe about social distancing and how tough they were having it that was both consistently horribly written and full of "Poor us! How dare you!"s. And the e-mail reply was sent 24 hours after dispatch of the item. And we still don't have it 3 business days later. "Thanks" too to PBT.

Case number 2 - Peak Design

Item ordered 7 days ago. Not a peep apart from a confirmation e-mail. I send an e-mail to them (to their credit they responded within hours) and they advised that their Aus warehouse was on the move and orders from a huge date range can't be posted until the move is completed today. Okay, ordering directly from them was about 30% cheaper plus the item wasn't urgent, so I will forgive that. But how about an automated courtesy e-mail advising people of this and giving them the opportunity to cancel if the timeframes won't work?

Case number 3 - Noel Leeming and Amazon

So I bought basically the most expensive ebook reader there is (Kindle Oasis). Its form factor is such that it's pretty hard to safely carry it around outside of one's home without a case. NL (and every other retailer) that sell Kindles will happily stock Amazon cases for the "lower" end models. But god no if you want to buy one for the Oasis anywhere in NZ. Let's see: how likely are people who are willing to pay premium prices for a device to buy accessories to protect them?

You just can't buy anything connected with the Oasis from Amazon, apart from a few pretty low end third party cases, in which case I might as well buy from Ebay or Aliexpress.

Case number 4 - numerous small retailers that just think obeying the law is optional

Many health food/supplement online retailers consistently advertise certain products as being "on sale" at the same price. Case law and ComCom guidelines are crystal clear: when you constantly sell something at X price, it's not a sale.

To be fair, there are the occasional bright spots. Recently JB Hifi cancelled my order and refunded no questions asked after the IPad that I ordered for my parents was no longer needed after the old boy found the "lost" item. I ordered a flight sim yoke and they told me it would take 2 weeks to be in stock 5 hours after my order and gave me the option to cancel, which I took and ordered from Mightyape (ack!). If my recent experience is anything to go by, retailers in general will have to excuse me if I have no interest in hearing their sob stories -- in general, there's consistently no product knowledge, bad service, and these people mostly act like customers are a hassle.

Hammerer

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#2560186 8-Sep-2020 11:56

I sympathise with your frustrations but I lowered my expectations at the start of the Covid-19 season. There are so many inconveniences and minor difficulties for retail staff that I'm currently giving them the benefit of the doubt. A lot of people are seriously disturbed and anxious about this so it would be no surprise to receive a diatribe.

On the other hand, I've joined consumer.org.nz to add some weight to their campaigns and other efforts. Instead of complaining, I'll put some money where it does make a difference.

On the positive side, I've been having a dream run with local retailers: they're happy to see me; I get better greetings and service; they're offering to get products in that they don't normally sell; they have had a lot of the right products at a good price; and no problems with any of the products I have bought. Thanks to Warehouse Stationery, Noel Leemings, The Warehouse, PB Tech and Harvey Norman.

Online retailers have also been great: JB-Hifi and Harvey Norman. I got the kitchen appliance set I wanted half-price.

MikeB4

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#2560187 8-Sep-2020 11:58

I often get the impression that sales are second on their mind and service god know where that is in their thinking. There is often lack of knowledge, lack of interest and lack of urgency in how they do business. However a much chastised retailer in NZ namely Harvey Norman I have experienced very little issues with. I know I am in a minority with that one.

My real pet hate are those retailers that advertise products, often on special that they don't have *cough* Noel Leemings or those that do not even have it in the country *cough* Freedom Furniture.

This is a topic for a whole new thread but Telcos/ISPs in my mind are the worst, don't tell my wife I wrote that she works for one.

Here is a crazy notion, lets give peace a chance.

dejadeadnz

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#2560190 8-Sep-2020 12:10

Interestingly I've also consistently found HN's service before, during and after sale to be excellent and that's across all departments. PBTech has also hugely upped their game -- the odd staff members still have terrible attitudes but overall they are now quite efficient, effective and reasonably priced (but their "sales" remain mostly BS).

Niche areas of retailing is often very mixed. No pricing competition; service range from very good to absolutely terrible. I am into photography and of the four main photgraphy stores in Auckland (Photo Warehouse, Auckland Camera Centre, Photogear and Progear), I'd only categorise the last two as being consistently good. ACC is very dependent on who you run into. Heavens help anyone who shops at PW -- pushy sales, ludicrous prices, and general unhelpfulness abound.

xpd

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#2560298 8-Sep-2020 13:35

#3 - I've always found it the other way round in the case (no pun intended) of mobile phones. I've never purchased a high-end phone, always been budget or mid-range, yet think you can find a retailer selling a case for these phones? Either impossible or they charge 1/3 the price of the phone.

Example, I have a Huawei P10Lite - purchased shortly after it was released from Noel Leeming. Yet they had no accessories for it. Searched high and low for a decent case from a reputable retailer - the only place I found that had one, was the Spark store in Rotorua. Took about 30mins to finally get a sales rep to give me the price on it, was $70. I passed on it....

Ended up finding a decent branded case from Mightyape (by some miracle they had one and only one in stock) for $40.

So it seems, buy a cheap ebook reader if you want accessories, and buy a high-end phone if you want accessories. Anything else, tough luck.

XPD / Gavin

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dejadeadnz

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#2560345 8-Sep-2020 15:02

One thing I should say is that there's only so much understanding that I am prepared to give retailers because of Covid or whatever other standard excuses that they come up with now. They need to run their own contingency plans and this is an environment where everyone at work is or should be stepping up for their own/their organisation's survival. Up your game or get lost.

Scott3

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#2560394 8-Sep-2020 16:06

Oxford languages offered the following for "On Sale"

on sale

phrase of sale

offered for purchase.

"the November issue is on sale now"
NORTH AMERICAN

offered for purchase at a reduced price.

"the crash put stocks on sale by slashing prices"

Unless you take the north american meaning, On sale, simply means the items are offered for purchase.

NZ consumer law uses the term "Special".

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Handle9

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#2560398 8-Sep-2020 16:12

MikeB4:

This is a topic for a whole new thread but Telcos/ISPs in my mind are the worst, don't tell my wife I wrote that she works for one.

They really aren't - it just seems like that sometimes. Compared to truly abominable telcos offshore they are very good.

In NZ they sell mass market commodities at relatively slim margins so it's not always going to be smooth sailing.

When you pay twice the price for a tenth of the service you start missing NZ telcos.

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#2560401 8-Sep-2020 16:14

Scott3:

Oxford languages offered the following for "On Sale"

on sale phrase of sale

offered for purchase. "the November issue is on sale now"
NORTH AMERICAN offered for purchase at a reduced price. "the crash put stocks on sale by slashing prices"

Unless you take the north american meaning, On sale, simply means the items are offered for purchase.

NZ consumer law uses the term "Special".

If a retailer is weasel enough to make that sort of nonsense excuse they deserve anything they get.

I think we all know what advertising On Sale means in retail.

Ruphus

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#2560405 8-Sep-2020 16:17

@dejadeadnz, can you please record the next encounter you have with a retailer where they're trying to skip out on their obligations under the CGA?

Retailer: I'm sorry, but why do you think you know more about the CGA then us?

Dejadeadnz: sigh...

dejadeadnz

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#2560415 8-Sep-2020 16:29

Scott3:

NZ consumer law uses the term "Special".

I've got news for you: whether something is misleading and deceptive pursuant to the Fair Trading Act doesn't just depend upon the dictionary meaning of words. There's a massive line of Court of Appeal authorities that detail how what matters is the overall impression that the statements would create in the minds of a reasonable consumer. When they say "on sale"/"sale" or similar words, along with using banners/effects that denote there's something special going on, the impression that such dishonest retailers are trying to create is that this is an unusual price at which the item ordinarily is not available to be bought at. And if you sell something at the same frigging price all the time, then $x blatantly is not special in any way.

Ruphus:

@dejadeadnz, can you please record the next encounter you have with a retailer where they're trying to skip out on their obligations under the CGA?

Retailer: I'm sorry, but why do you think you know more about the CGA then us?

I've never really had anyone try this trick on me. What I've typically seen is just outright bluster and BS "Gotta ask my manager!" tricks of delay, defend and deny. If you are persistent enough or are willing to credibly threaten DT proceedings, retailers always back down in my experience. The issue is that people shouldn't have to resort to this to uphold their rights. I've said it before on here: staff members who intentionally make misleading claims that are contrary to the CGA should be criminally prosecuted. Senior managers/directors of deplorable companies like Vodafone (which has suffered the most FTA-related prosecutions and fines in NZ history) should be throw into the slammer for their companies' behaviour. But the Comcom is mostly weak as weasel when it comes to enforcement. Every complaint I have made to them have been upheld and all they do is send a warning letter to the retailer. Big whoop.

ojo

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#2560517 8-Sep-2020 21:09

xpd:

#3 - I've always found it the other way round in the case (no pun intended) of mobile phones. I've never purchased a high-end phone, always been budget or mid-range, yet think you can find a retailer selling a case for these phones? Either impossible or they charge 1/3 the price of the phone.

Example, I have a Huawei P10Lite - purchased shortly after it was released from Noel Leeming. Yet they had no accessories for it. Searched high and low for a decent case from a reputable retailer - the only place I found that had one, was the Spark store in Rotorua. Took about 30mins to finally get a sales rep to give me the price on it, was $70. I passed on it....

Ended up finding a decent branded case from Mightyape (by some miracle they had one and only one in stock) for $40.

So it seems, buy a cheap ebook reader if you want accessories, and buy a high-end phone if you want accessories. Anything else, tough luck.

Just go straight to Ali Express next time, any non large store selling a case here will likely have purchased it from there anyway.

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dejadeadnz

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#2560532 8-Sep-2020 21:31

Speaking of retailers' foibles, here's another:

Case number 5 - Barkers

Special "My Brain Got Flushed Down the Crapper!" award for deliberately running an Auckland stores-only 30% off sales as an omnichannel retailer during a worldwide pandemic right after the recent level 3 lockdown. If that's not a dick move, I don't know what is. And every person in my personal circle that has ordered online from them have complained about the absolutely abject delivery service by their chosen courier company, NZ Couriers. When you complain, they will tell you the same BS that they are following up with NZC blah blah but years later they still use the same company.

After the recent Auckland stores-only sales stunt, I won't ever buy from them again.

neb

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#2561398 9-Sep-2020 21:53

dejadeadnz:
Many health food/supplement online retailers consistently advertise certain products as being "on sale" at the same price. Case law and ComCom guidelines are crystal clear: when you constantly sell something at X price, it's not a sale.

I am shocked, shocked to find that certified snake oil peddlers aren't being honest about when items are on sale. What's the world coming to?

dejadeadnz

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#2561402 9-Sep-2020 22:10

neb:
dejadeadnz:

Many health food/supplement online retailers consistently advertise certain products as being "on sale" at the same price. Case law and ComCom guidelines are crystal clear: when you constantly sell something at X price, it's not a sale.

I am shocked, shocked to find that certified snake oil peddlers aren't being honest about when items are on sale. What's the world coming to?

I don't just mean peddlers of pure crap but things like gluten free food for people who actually need them.