Wednesday, November 19, 2008
Target Makes Mistakes, Mis-Treats Customers and Infuritates Many Who Ordered Britax Marathon Carseats
OH the DRAMA. As if I did not have enough drama in my own personal life, I am now fighting an uphill battle with Target. I am one to get fired up when I am wronged, and this time I am beyong fuming mad. Like many Target shoppers this week, I ordered the Britax Marathon Carseat in the sale color, Granite Grey. Target.com often marks down merchandise and offers free shipping so I was totally on board with the offer to get a great product at a sale price. Assuming they were clearancing this color or were overstocked with inventory on it, I took advantage of the clearance price of $42.99 with free shipping. There was another style being clearanced- called COWMOOFLAGE, which is this black and white bold cow print, but it was marked $59.99 and I did not justify the extra bucks for the so called premium fabric. I knew this Granite seat was a bargain so in addition to ordering one for Charlotte, I also ordered two more for Jeff's cousin Heather who delivered twin girls on October 13th. This would be the ultimate baby gift considering these carseats work from Birth to 4 years and are hightly rated and usually priced at $279.99 a pop. Yippee, I was so excited. Giving generous gifts and saving money on items we NEED & MUST HAVE is a total high. This a photo of the order I placed, I have edited my billing and shipping info to protect any shred of privacy I may still have-(as if!) Please double click the image to see all the fine print about my purchase. This is my confirmation of the transaction- crystal clear, right? Written confirmation of the done deal!
Imagine my disappointment when two days later Target randomly cancelled the order. Apparently they made a pricing mistake. I saved all the e-mails about this fiasco and I will continue to hound the powers at be for some real justice. This is the email explanation that I received:
Greetings from Target.com.
Due to an unexpected error, the following item(s) you have ordered
were incorrectly priced at the time of your order.
Britax Marathon Convertible Car Seat - Granite
We're sorry, but we are unable to offer this item for the incorrect
price. The correct price is $279.99. We have canceled your order for
this item. If you would like to order this item at the correct price,
please visit Target.com to check for availability.
Despite our best efforts, a small number of items on our site are
occasionally mis-priced. We do, however, verify prices as part of our
shipping procedures. If we discover that an item's correct price is
higher than our stated price, we will either contact you for
instructions before shipping or cancel your order and notify you of
the cancellation. This pricing policy is posted in the Help section
Again, we're sorry for any inconvenience this may have caused
you. Thank you for being our valued guest.
Guest Service Department
I called and filed a formal complaint with the Target Guest Relations Department, and I asked for a quote for the "story" I am writing. WHOA....All of a sudden I was no longer just an irritated customer, I was potentially going to write about this- ahhh, I was transferred to a senior specialist who then transferred me to media relations, where my call was placed on hold then disconnected. I pressed on for this and two for that before I was told that Guest Relations does not have the authority to transfer calls to the media department. The experience was going from bad to worse. I just wanted a formal statement from Target about how this happened, how it was handled- or not handled correctly, how they will make it right with their customers, and how this situation can be turned into a positive. I am still waiting for the answers from them, and after thinking it through they need to do damage control NOW to avoid the shopping Target boycott by angry patrons.
This kind of customer service for VALUED GUESTS is flat out unacceptable, especially in such a fragile retail environment. Can you believe that just weeks before the biggest retail shopping season, in a recession, Target wants to piss off the very individuals that buy gifts and toys? C'mon, what is wrong with them?
While this pricing mistake is bound to happen ocassionally I find this particular situation hard to believe since the item was listed at $42.99 for 3 days before the error was supposedly "discovered." So, how did this customer service issue get resolved? Quite simply it DID NOT GET RESOLVED AT ALL. Instead of offering a good will coupon for a future car seat purchase, or a discount on the Britax Marathons, or even a small gift card to use on an instore purchase, Target is just pretending the transaction did not happen at all. No accountability, No sense of a Make Good or genuine concern that they disappointed their loyal shoppers. From a business standpoint Target has a lot to learn!
I have decided to post all the details about the issue and let the readers decide. I documented the entire Target experience and I know this is a public relations nightmare for them, but in all fairness, when you shit on your customers what do you expect? I am now outing myself as a DE-VALUED TARGET GUEST, or DE-VALUED FORMER TARGET GUEST!
If you ordered one of these amazing and bogus deals from Target please leave a comment here and voice your disgust. I know that my measily little blog is more of a personal vent but I plan to seek some kind of tangible apology for my readers and myself. Target has messed with the wrong Valued Guest!
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