The Bottom Line
November 8, 2011 Leave a comment
I have a bone to pick with supermarkets: their sales have gotten skeevy.
This weekend I got duped at Smart ‘N Final. I had, as I always do, kept a mental tally of my purchases as I roamed the store, adding a two-dollar bag of salad here and choosing not to add a three-and-a-half dollar jar of jelly there. (I could get it cheaper at Target, where I would inevitably be within the week.) By the time I made it to the register, I had estimated my total was a whopping ten dollars.
It rang up $13.49.
I didn’t realize it at the time, however, because the cashier, in her haste to clock out, had flung my entire order across the scanner at once before I’d even had a chance to locate the screen with my total on it. And I, still teeming with impatience from the seven minutes I’d spent behind a woman making FOUR SEPARATE TRANSACTIONS at the CVS next door, was grateful to have at least one of my purchases that morning expedited.
It wasn’t until I’d swiped my card, thanked the cashier, and bolted out the door with my ill-packed groceries that I registered my receipt was wrong.
“Wait a minute. $13.49? Wasn’t it supposed to be, like, ten bucks?”
It didn’t take long to find the culprit on my six-item receipt: my can of sliced olives had rung up twice.
“Ah-ha!” I cried, darting back into Smart ‘N Final in pursuit of frugal justice. “My olives rang up twice!”
My cashier, who I snagged just in the knick of time before clocking out, nodded hurriedly and mumbled, “Right, right,” as if she’d known and just forgotten. I was passed off to another cashier, handed $1.50 in cash (though I’d paid with credit), and never even had my bag of groceries thumbed through, “just to be sure.” Mission swiftly accomplished.
As I left the store for the second time, however, I ran the numbers again and still felt off. “$13.49…minus $1.49…Doesn’t that still put me two dollars over?”
With a closer look at my receipt, which now had a crude, unofficial-looking blue line scribbled through the duplicate olives, I realized that not only had I been double charged for the olives, but my bread, which was on sale for $1.99– which I had specifically gone to Smart ‘N Final for – had rung up twice as expensive.
I shrieked. “Four dollars for BREAD?!” Erroneous sale price or no, four dollars for a loaf of bread was an abomination. Restaurants give you this shit for free.
As I cursed myself for missing the error, and the cashier for committing it, I paced the patio just outside the store, weighing my lost two dollars against the pride I would have to sacrifice to get it back: was it really worth two dollars to admit that I had failed not once, but twice, to give my own receipt a proper once-over?
I decided that, no, it wasn’t, and left with my tail between my legs and my two dollars in the cash register. I reminded myself, as I sulked back across the parking lot to my car, that in the grand scheme of things, I had still come out ahead. Many were the cans of corn that had rung up incorrectly in my favor (or not at all).
But when I got home, I still couldn’t let it go, and so I pulled the circular I’d thumbed through earlier back out of the recycling bin: the sale dates were correct; wheat, which I had purchased, was, in fact, included in the “select varieties” of Sara Lee sandwich bread on sale; I hadn’t needed a coupon.
I was about to admit defeat, to accept blame for the two dollars I had woefully let slip away – “They didn’t scan the sale into the system, and I didn’t catch it.” – when I zeroed in on the culprit: 20 ounce packages of Sara Lee sandwich bread were on sale. And the bag I had bought was 16 ounces.
I fumed.
“YOU MEAN I PAID TWICE AS MUCH MONEY FOR LESS BREAD?! WHY WOULD THEY EVEN MAKE THEM IN TWO BARELY DIFFERENT SIZES?!”
But even in my fury, I knew. Why would they package bread in two unequal but indistinguishable quantities? So people like me would grab the wrong one and pay more. Duh.
I’ve run into this scenario before. You skim the flyer, you find something you like and buy it, only to discover, after you’ve already left the store, or when you’re already at the register, at which point you’re too lazy or too embarrassed to speak up, that the volume or brand or quantity of the item you’ve grabbed is actually ineligible for the sale.
A sinking feeling commences. The nauseating sensation that you have failed washes over you, followed closely by that of being cheated. “I never would have even come here if I’d known it was only the double rolls of toilet paper on sale!”
And I’ve noticed it popping up more and more. “Four ounce varieties only.” “With a $25 minimum purchase.” Or my favorite: “Must buy 10.” Really? Ten?
It’s not the little asterisk, the “catch” of the deal, that I have a problem with so much. I get it that “buy one get one half off” benefits the store more than “25% off each” because then the store sell two items. They move the inventory. And I completely understand when some-but-not-all of the Pepsi products go on sale, because sometimes Pepsi wants to push a flavor that’s not doing well. Or sometimes the pre-packaged organic carrots (but not the regular carrots) are about to expire and the store wants to unload them.
My problem is that these asterisks have become so convoluted, strategic and misleading that they’re downright insulting. There’s a difference between negotiating a deal that benefits the seller and the buyer (“Okay, I’ll give you 30% off, but you have to buy three of them.”) and one that’s just trying to trick the customer into paying full price (“Oh, you wanted the three cheese frozen pizza? Yeah…It’s only the seven cheese frozen pizza that’s on sale. Sorry.”)
Marketing slight of hand is bad business, and I’m sick of it.
I am a savvy shopper. I read the ads closely and check the shelf tags, and I am usually very careful to make sure that the product I grabbed wasn’t just a close-but-no-cigar reject dumped there by somebody else mislead by the deal before me. So when I get scammed, I take it personally. 20 and 16 ounce packages of bread? Give me a break. Since when has anyone ever shopped for bread in a denomination other than “loaf?”
A few months ago, I was outsmarted by Vons, and I’ve had a sour taste in my mouth towards them ever since. For a while, I’d been purchasing their pre-made salads, which all came at a discount when you bought two or more. (About $3 each for the little ones and about $4.50 each for the big ones.) One morning, I bought two of the little salads and they rang up at $4 each.
“Those are supposed to be $2.99,” I said.
To which the cashier replied, “You have to buy three.”
Really? All of a sudden, huh?
Not helping matters was that in the same transaction, my Thomas’ English Muffins had also rung up unexpectedly at full price. (Turned out every flavor except ”regular” was on sale.)
Obviously my life is not going to be upended over $3.50, but $3.50 seems like a petty victory on the store’s part when you consider how it tainted my relationship with them. I have always perceived Vons as a slightly more expensive, slightly less extensive grocery store. I’m not entirely sure why. Maybe it’s the dark lighting.
But now that I’ve gotten the ‘ole bait-and-switch from them, I’m even less likely to shop there. Now I only really go if it’s the only store on my way to or from work, or if I know before I leave the house that the majority of the groceries I want will be on sale (which they usually aren’t).
I get that we are in aggressive economic times, and that the cost of groceries is high – especially in Los Angeles. Sales will be sparser and less impressive and will come with more caveats. I can’t remember the last time I was invited to buy one – just one – case of soda at a discount. Now “must by four” is the standard.
I also get that Vons probably and Smart ‘N Final most definitely don’t care about my $15 – $30 a week grocery bill. They are, I’m sure, more concerned with that family of six.
But with so many grocery chains in Southern California to choose from – Ralphs, Vons, Jons, Albertsons, Trader Joe’s, Whole Foods, Food 4 Less, Smart ‘N Final, Costco and now even Target – shouldn’t these stores think twice about misleading their customers? I mean, there is literally another option across the street most of the time.
It’s all about the bottom line for the grocery stores, but for me, the bottom line is customer satisfaction. Did I get what I want? Did I get it at a good price? Did I feel good about the purchase, or did I feel coerced into it? Will I come back?
With more people pinching pennies these days, and more companies combating it by nickel-and-diming us, I’d rather spend what little change I have at a place that makes me feel good about handing over my money to them. At least the airlines tell you up front how they’re screwing you.
Grocers take note: a penny saved is a penny earned, but a penny swindled is a customer lost.