There were two customers that I had the other day. I firmly believe they were abusing this scanright policy. Four cans of Red Bull they were buying. Each for $2.99. They say it should be for $1.79 (Or whatever, I can't remember exact amount) and that it should be free. I walked them back to the mini fridge they got them from, and the price tag clearly said $2.99 for those cans.
Only a few spaces to the left were the smaller cans that were for $1.79. You'd have to be blind to mistake these two. They still disagreed. So I didn't want to argue with them and thought maybe they'd listen to a CSM who happened to be close by. CSM comes over, asks what the price was supposed to be, and makes all the cans $1.79, plus one free for $0.
30 minutes later those same customers came by with another item that wasn't the right price and demanded it should be free. Heh, guess I had no choice but to give it to them for free. They know they struck gold. After all, the customer is right. After they left, I went back to where that product was and, just as I thought, there was nothing wrong with the price. But hey, what is a person supposed to do when the CSM won't even defend that price. As the customers left, they said to me "y'all need to fix them signs."
A few weeks ago, this same CSM, gave a free salad bar container of food to a customer who didn't want it after she found out how ridiculously overpriced the salad bar is. She asked me what they do with the salad bar stuff if someone doesn't want it, and I told them that we throw it away, which she thought was sad and wanted to speak to a manager about it. CSM came over and just gave it to her for free.
If that's how it is, then I think I'm done caring about prices. I guess Kroger is willing to give away stuff to avoid arguing with customers. Let's see how many in the future will start demanding that their items be free. Should be interesting.
That definitely should not happen, especially if you took the customer to the item and it was clearly marked correctly. Doesn't matter how much he wants it for free. This is just creating a culture of self-entitled arrogant thieves. That can't be good for anybody. I'm not a front end, so don't take my words as a policy, haha.
Uhhhhh, up by me at least, the only people I know of who can give any type of freebie or price reduction is store management (meaning the Core 5 peeps who run the store.) My Store Director argued with a guy up front who wanted a good chicken for free, because it was the wrong price. They told him he could have it reduced at sale price or not all all. They went back and forth til SD firmly put their foot down and said "reduced price, or nothing at all. There is no free option here. Take it or leave it." Guy refused, so they handed it to a co manager nearby and told them to take it back. At my store, that CSM would be fired.
-- Edited by UC151 on Friday 6th of April 2018 09:29:27 AM
What if a dept head says 'No more free items for that customer UNLESS the price SHOWS ××× and it rings up for xxx NOT cheaper? Your deli depot lost money due to the CSM.
Smh... customers take this 'Make it Right Program and milk it dry...and csm's and managers will back them up....customers know this.
If I were Sept head ringing up items the customer MAY have gotten a SMALL discount to make the happy but thats it
We try to ignore it as best we can due to customer abuse.
We've had a lot of problems with customers rearranging items and displays and moving signs in order to get things for free or cheap.
Some customers also take pictures of signs and prices and show them to us weeks later, pretending we had wrong prices out.
Except, our scanning coordinator is incompetent, and we can't really find anyone to work overnights, and our courtesy clerks like to just scatter go-backs down the aisles, and so do our ghetto customers, so we really do have a lot of old tags out and stuff in the wrong spot. In fact, night crew and GM actually put a lot of stuff in the wrong spot to avoid penalties for too many holes on the shelf.
If the claimed price is close, usually I'll just change it. I don't want to argue about a nickel. If they start demanding free stuff, I'll send someone to check or call for a manager just because it pisses me off. If the price is marked on the item and it comes up wrong, I used to follow policy and give it to them for free, or the price as marked and the $5 credit, but I don't really do that anymore. More than a few times, I've had customers that were already angry about incorrect prices go apoplectic because they thought I was charging them an extra $5. The other problem is that now our meat management is also incompetent and half of our meat is mispriced. Seriously. And that's if it scans at all.
