Do you KNOW how much money I have spent in your store and your sister store, Babies ‘R Us, since early 2003? Thousands and thousands of dollars, I tell you.
Do you KNOW how much money I would have spent in your store during the next–oh, say, six or eight years or so?
I’m not sure, but you’ll never know, either. Because of ten lousy dollars. Ten dollars, Toys ‘R Us. Because ten dollars is NOTHING to you, but it’s important to me.
I dutifully took the marketing bait this week, as I held onto the TRU flyer that came in my mailbox a few days ago:
This weekend ONLY! Friday night and Saturday morning ONLY! A sale. A sale that featured a $19.98 digital camera for only $9.99.
I thought that would be a perfect gift for our six year old daughter, who is obsessed with taking pictures but is not allowed to use my digital camera after she dropped and broke a camera of mine.
At $10, she can give it a try. If she is careful and enjoys photography, we may upgrade next year for a nicer camera. Heck, we may have even purchased it at TRU.
Today, the sale ran from 7 a.m. until 1 p.m. It was 10:30 a.m. and I made a special trip to TRU for this camera.
OK–never mind that I didn’t have time really for this today because I’m still up against my writing deadline. Never mind that I had to wander the store trying to figure out where the camera may be. Never mind that I really lost a good half hour of my life that I’ll never get back.
(All of those particulars have nothing to do with TRU, but I throw them in here to show just how annoying this whole scenario was. I didn’t have time for this nonsense today.)
I finally landed in the electronics department. Armed with the flyer, I approached the sales clerk.
“Excuse me? Can you tell me where I can find this camera?”
She looked at it. “Let me look in the back and check the computer.”
She was gone a long time. A very long time.
“Ma’am? We are sold out.”
“Oh.” I waited for a consolation offer. None.
So I piped up, “May I get a raincheck?”
“We don’t do rainchecks.” Um, OK.
“Well, may I have a comparable product for the sale price then?” I thought that was a reasonable request. Most stores (home goods, big box, electronics) will price-match and honor competitors’ ads. I was in their store. I would buy from them. In. Their. Store. Hey, even Kroger substitutes brands to honor a coupon!
“Hmmm. I’m not sure. I think you’d have to do it with a product that is that same original price.”
“Oh, sure. That’s fine. I’d just like a comparable product.”
“Well, let me check with my manager and make sure.”
“OK.” I was confident the manager would agree. Heck, maybe they’d even throw in some Spongebob stickers or a Dora lollipop for my inconvenience.
The clerk returns.
“She said, ‘no’.”
Stunned, I said, “OK.”
And I marched right out of Toys ‘R Us, determined to never return.
Uh, you know, we are only a few weeks into the Christmas shopping season. You know that I have options, TRU. So many options. And I’m confident I’ll be able to get a great deal on a digital camera on Black Friday or Cyber Monday or later.
And I have a blog. I am a mom. With lots of friends who have kids who play with toys and wear clothes and watch videos.
See, TRU, here’s the thing. Your keeping $10 just cost you thousands. Because had you honored my request, I would have bought a carrying case to go with the camera. And a huge chunk of my kids’ Christmas presents this year and next and the next. And birthday gifts and swimming pool toys.
And I would have blogged about how awesome you were to all my mom friends.
Not so much, Toys ‘R Us. Not so much.