Not a happy customer!!

[broadbill]

You mean a customer isn't worth $20 to you? What is that customer's potential worth over 5years, 10 years, 20 years? If you aren't looking at a customers value beyond today you are making a big mistake.

I think the idea is that a there is no potential in a customer that is willing to take the time out of their day to brow-beat a business for a $20 gift card, because of their own poor timing.

 

[Johnnyhitch1]

I used to work in retail and this is one reason i couldent take it anymore. I managed a CVS and would do on average 10-15 "price adjustments" a day. Working for a huge cooperation i could care less.

Whats even better was with CVS's 100% MONEY BACK GUARANTEE, people would return COMPLETLY empty bags of chedder popcorn, pretzles, crackers claiming they were stale or tasted "off"
Were then issued store credits for the FULL amount purchased for. These people acually had the nerve to go back and purchase the EXACT item that they returned not even 5 minutes before, because it tasted bad.......????

To each there own i guess. There are people out there who get $150 worth of groceries for $5-10 but just using "reward points" and coupons.....Seen a couple of them also.

Sorry for getting off topic just had to throw my hat into the retail argument

 

[BaltimoreBrau]

Complaining about price adjustment is one thing but this is not what happened here, NB did not lower the price of the burner and refuse to adjust it, this was a promotional gift card! He didn't buy during the promotional period, he doesn't get the card.

That being said I would also be agitated if I had bought it right before the promotion as well, but just have a homebrew and enjoy your kick-ass burner.

 

[Genuine]

wow.....

 

[MrSpiffy]

Any business that would lose a customer for $20 has not taken into account how much they will lose by not taking care of that customer.

Except people who get upset about $20 like this will probably do this repeatedly in the future. Is it worth the company's time, money, and effort to support someone who feels entitled to discounts and bonuses, just because other companies do it? If he ends up wasting hours of their time over the course of his buying stuff from them, while they run around trying to make him happy, they lose money on him by wasting time. They also lose out on profit each time they bother to give him a discount or free bonus item.

My company is in a service-oriented market, and we spend 80% of our time dealing with the bottom 20% of our customers and their whining about products, haggling on pricing, and pestering for free technical support (because "It's just once or twice a year!"). Imagine if we were able to use that other 80% of our time to focus on the customers that really do make us money!

You can make the case that they're losing out on his business. But they're really only missing out on hardship and financial loss from an entitled, selfish customer. Sounds to me like NB wins on this one.

I agree with the others. OP, you're not entitled to the gift card. You didn't buy during the promo. It's as simple as that. You asked if they would honor the promo anyway, and they said no. Why get so upset over $20? Obviously the $20 doesn't mean that much in the long run. If you're so broke that it does matter, why are you burning so much cash on an expensive burner, when something 1/3 of the price can do the job, too? Just let it go and enjoy the awesomeness that is the Blichmann Burner.

(Just ordered one, myself! Can't wait to try it out!!)

 

[pwkblue]

Look, if NB advertised a price adjust policy and they didn't honor it, sure, get mad. But they don't.

Just because Wal-Mart and Target price adjust doesn't mean smaller businesses have to do it too. The holiday season is rife with short term deals like this; they're designed to get people to the site to buy gifts so they'll spend more money on themselves. If NB had to honor sale prices a week before and a week after the sale ended, there'd be no point in running it. There will be more deals before the end of the year, and you're going to miss out because Northern Brewer didn't honor a policy THEY DON'T HAVE?

True, every store is free to set policy as they see fit. But to answer your "Why" Stores that run special sales honor that price before and after for a reasonable amount of time...SO THAT they can run sales in the future without killing sales volume. If you don't honor the price...next year sales volume will drop in the week prior to Black Friday as people "wait" just in case. Make the sale when you have a customer

 

[BigRedHopHead]

When I called there was no expectation to get the card. Thought I would at least ask and see what happened. I also chose NB to create a wishlist for my family and friends for the holidays. There is 2k worth of items there. Keeping my business for a 20$ gift card from which I would have spent at least another $100 on at your store seemed fair to me. I was advertising their business to my friends and family also by creating the wishlist. If my business and future buys are not worth the $20 gift card then I will find someone who does appreciate it and is willing to go the extra mile to keep their customers happy. Just got into brewing this year, and I willing be buyin much more in the future. Seems silly to me. However, according to many of you I am just a whinny little child who is looking for a freebie and pissed that I didn't get it.
I don't see it that way. I see it also thousands of dollars, current and future purchases that could keep a customer happy by working with them.

 

[bluemoose]

However, according to many of you I am just a whinny little child who is looking for a freebie and pissed that I didn't get it. QUOTE]

Nailed it!

 

[libeerty]

When I called there was no expectation to get the card. Thought I would at least ask and see what happened. I also chose NB to create a wishlist for my family and friends for the holidays. There is 2k worth of items there. Keeping my business for a 20$ gift card from which I would have spent at least another $100 on at your store seemed fair to me. I was advertising their business to my friends and family also by creating the wishlist. If my business and future buys are not worth the $20 gift card then I will find someone who does appreciate it and is willing to go the extra mile to keep their customers happy. Just got into brewing this year, and I willing be buyin much more in the future. Seems silly to me. However, according to many of you I am just a whinny little child who is looking for a freebie and pissed that I didn't get it.
I don't see it that way. I see it also thousands of dollars, current and future purchases that could keep a customer happy by working with them.

Honestly, they probably didn't make this calculation because they gave you more credit than they should have.

 

[thughes]

When I called there was no expectation to get the card. Thought I would at least ask and see what happened. OK, so what's the big deal then?

"Give me $20 or I'll take my business elsewhere" Really?

 

[JordanThomas]

I can also guarantee you that if NB will not honor it, someone else will, and is more than happy to aquire that customer from NB for $20.

I'd like to see you convince ANY retailer to send me a $20 gift card for buying a Blichmann burner just because NB offered it and I bought it from them after the promo expired. When you do, send me the info.

And like another poster mentioned, NB doesn't have listed anywhere that they would honor something like this outside the period in which they advertised. It's $20.

Plus, this situation is HIGHLY unlikely to sway people away from using NB. They have a good reputation, especially within the community. If I heard someone complain about this and say that I shouldn't use the site, I'd laugh. Why? Because his point is that he doesn't like their policy. They don't have to offer it in the first place.

The OP just has a sense of entitlement to the $20, which is completely misplaced.

 

[phuff7129]

Except people who get upset about $20 like this will probably do this repeatedly in the future. Is it worth the company's time, money, and effort to support someone who feels entitled to discounts and bonuses, just because other companies do it? If he ends up wasting hours of their time over the course of his buying stuff from them, while they run around trying to make him happy, they lose money on him by wasting time. They also lose out on profit each time they bother to give him a discount or free bonus item.

My company is in a service-oriented market, and we spend 80% of our time dealing with the bottom 20% of our customers and their whining about products, haggling on pricing, and pestering for free technical support (because "It's just once or twice a year!"). Imagine if we were able to use that other 80% of our time to focus on the customers that really do make us money!

You can make the case that they're losing out on his business. But they're really only missing out on hardship and financial loss from an entitled, selfish customer. Sounds to me like NB wins on this one.

I agree with the others. OP, you're not entitled to the gift card. You didn't buy during the promo. It's as simple as that. You asked if they would honor the promo anyway, and they said no. Why get so upset over $20? Obviously the $20 doesn't mean that much in the long run. If you're so broke that it does matter, why are you burning so much cash on an expensive burner, when something 1/3 of the price can do the job, too? Just let it go and enjoy the awesomeness that is the Blichmann Burner.

(Just ordered one, myself! Can't wait to try it out!!)

I agree with you in some respects. I find that the number of customers trying to take advantage of me, or that are demanding is just a small percentage of my business. Maybe 5%. Rather than waste time on them I just take care of them so I can focus on the rest of my customers.

You never know what that customer's potential is. Even if you make no money on them but they tell a friend or a family member and they become a good customer that customer has made you money.

I had a customer walk into my store wanting to return an item she purchased at a competitors store. She was about 100 years old and obviously didn't know what she was talking about. I tried to make her understand that she didnt buy it from me but she wasn't budging. I asked her how much she paid for it as there was no receipt. She told me and I gave her the money. Her grandson was with her and he was so impressed with my service that he told his entire family and I did roughly $10,000 worth of business with them over the next year. I didn't even lose money on the old lady because I returned the item to the competitor she bought it from and got my money back.

It really is just about wanting to exceed all of your customers expectations. If that is your focus then yes, some of your customers would take advantage of that but most just keep coming back because they appreciate it. People will even pay more money for it.

I personally prefer to deal with businesses that care about me as a customer, not one that is willing to sell me to another retailer for $20. I have done alot of business with NB but I found another business that is much more willing to earn my business so guess where I go for my brewing needs? I can assure you that will cost NB alot more than $20.

 

[stratslinger]

When I called there was no expectation to get the card. Thought I would at least ask and see what happened. I also chose NB to create a wishlist for my family and friends for the holidays. There is 2k worth of items there. Keeping my business for a 20$ gift card from which I would have spent at least another $100 on at your store seemed fair to me. I was advertising their business to my friends and family also by creating the wishlist. If my business and future buys are not worth the $20 gift card then I will find someone who does appreciate it and is willing to go the extra mile to keep their customers happy. Just got into brewing this year, and I willing be buyin much more in the future. Seems silly to me. However, according to many of you I am just a whinny little child who is looking for a freebie and pissed that I didn't get it.
I don't see it that way. I see it also thousands of dollars, current and future purchases that could keep a customer happy by working with them.

This doesn't add up, man.

If you called with no expectation to get the card, and didn't get the card, then why are you so pissed off that you didn't get the card? Sounds like you got what you expected, so you should just carry on as you were. But you're not. Instead, you're here, bitching to the world about how NB did you wrong.

This is why everyone is responding with the opinion that you're reacting like a whiny, entitled brat: Because you're reacting like a whiny, entitled brat.

 

[zeg]

On the internet price is king but if you can find a retailer that will compete on price and offer exceptional service, then you have found a great business. We do not have to accept "It is not our policy" from retailers. We have way too many choices on where to spend our money. We should demand better and kudos to the OP for saying so!

Your kudos are misplaced. Sure, it's nice if they'll retroactively lower their price, but it's not something that's fair to expect. I strongly disagree that expecting to be held to the deal you accepted when you made a purchase amounts to "low expectations."

You don't have to like their policy, and it's fine to shop around. But it's shortsighted to let something like this dominate your evaluation of the retailer. In the end, by reinforcing the "Price is king" idea, it will lead to worse and worse service for everyone.

Be reasonable in your expectations and in your evaluation of the exchange.
If you were otherwise treated well, got a good product at a reasonable price, and it was delivered on time in good condition, did that really all amount to nothing compared to the travesty of being held to the price you agreed to? I doubt it. Is there another retailer who will match or exceed the service you just received in every way that is important to you? Maybe---in that case, of course you go with them.

 

[broadbill]

When I called there was no expectation to get the card. Thought I would at least ask and see what happened. I also chose NB to create a wishlist for my family and friends for the holidays. There is 2k worth of items there. Keeping my business for a 20$ gift card from which I would have spent at least another $100 on at your store seemed fair to me. I was advertising their business to my friends and family also by creating the wishlist. If my business and future buys are not worth the $20 gift card then I will find someone who does appreciate it and is willing to go the extra mile to keep their customers happy. Just got into brewing this year, and I willing be buyin much more in the future. Seems silly to me. However, according to many of you I am just a whinny little child who is looking for a freebie and pissed that I didn't get it.
I don't see it that way. I see it also thousands of dollars, current and future purchases that could keep a customer happy by working with them.

So you had no expectations on getting that $20 card, but when they said "No" you got butt-hurt over it enough it to post a whiny review on this forum?

Not buying it.

 

[JordanThomas]

This doesn't add up, man.

If you called with no expectation to get the card, and didn't get the card, then why are you so pissed off that you didn't get the card? Sounds like you got what you expected, so you should just carry on as you were. But you're not. Instead, you're here, bitching to the world about how NB did you wrong.

This is why everyone is responding with the opinion that you're reacting like a whiny, entitled brat: Because you're reacting like a whiny, entitled brat.

THIS!

OP: If you are no longer using Northern Brewer over this, who will you order from in the future if, say, a shiny new 10gallon Blichmann brew kettle goes on sale for $40 less than anywhere else? Is your pride worth spending the extra $40?

 

[Joeywhat]

Crap like this is why I NEVER do sales at my business. It's not worth the hassle, too many people get greedy and want more more MORE. They missed out by a week and if you don't give them a couple bucks back they'll go tell the internet how awful you are and how much your business sucks.

Good grief.

 

[phuff7129]

I'd like to see you convince ANY retailer to send me a $20 gift card for buying a Blichmann burner just because NB offered it and I bought it from them after the promo expired. When you do, send me the info.

And like another poster mentioned, NB doesn't have listed anywhere that they would honor something like this outside the period in which they advertised. It's $20.

Plus, this situation is HIGHLY unlikely to sway people away from using NB. They have a good reputation, especially within the community. If I heard someone complain about this and say that I shouldn't use the site, I'd laugh. Why? Because his point is that he doesn't like their policy. They don't have to offer it in the first place.

The OP just has a sense of entitlement to the $20, which is completely misplaced.

Look, the OP"s expectation was that he just bought the burner a week ago, and he thought it would be fair to get the $20 gift card because it was just a week ago. Plus, NB said that he could return the burner, and then purchase another one, and get the $20 gift card. It's like NB is a dog trainer, and the customer is a dog, and NB is saying "jump through the hoop boy" and I'll give you $20. As a consumer, I am insulted by that. Why should the OP settle just because he has higher expectations of who he does business with than you do. If I were him, i would return the burner on principle, and find a business that doesn't treat their customers like circus dogs.

 

[Soup4you2]

Seriously? over $20??

I received mine about 3 weeks ago, and i could honestly care less about a $20 gift card.. the fact is that you ordered it before the promotion, not their fault..

Just be happy you received a beautiful and exceptionally made piece of equipment. You paid what you expected, nothing more.

 

[zeg]

I personally prefer to deal with businesses that care about me as a customer, not one that is willing to sell me to another retailer for $20. I have done alot of business with NB but I found another business that is much more willing to earn my business so guess where I go for my brewing needs? I can assure you that will cost NB alot more than $20.

I agree that it's important that businesses take care of their customers. However, if you mean that you would ditch a business that had otherwise done a good job of that because they wouldn't give you $20 when you asked for it, you didn't really care about being taken care of, you just wanted to save a buck.

If there's more to it, then fine, and I don't mean to interpret your post as saying this is why you abandoned NB. But I didn't see any complaint from the OP other than "They wouldn't give me $20."

 

[scottland]

Sorry OP, but this is an ethics issue. Last week, you were happy to pay the price you paid for the burner. The sale was made. You are not entitled to a gift card because the product went on sale a week later. At the time you purchased the product, you felt it was worth the cost you paid for it. End of story.

Have some ethics.

 

[MrNatural]

This doesn't add up, man.

If you called with no expectation to get the card, and didn't get the card, then why are you so pissed off that you didn't get the card? Sounds like you got what you expected, so you should just carry on as you were. But you're not. Instead, you're here, bitching to the world about how NB did you wrong.

This is why everyone is responding with the opinion that you're reacting like a whiny, entitled brat: Because you're reacting like a whiny, entitled brat.

Sorry OP, but this is an ethics issue. Last week, you were happy to pay the price you paid for the burner. The sale was made. You are not entitled to a gift card because the product went on sale a week later. At the time you purchased the product, you felt it was worth the cost you paid for it. End of story.

Have some ethics.

Gotta love the internet. Dude's first ever post here was.............................yesterday.

 

[osagedr]

Look, the OP"s expectation was that he just bought the burner a week ago, and he thought it would be fair to get the $20 gift card because it was just a week ago. Plus, NB said that he could return the burner, and then purchase another one, and get the $20 gift card. It's like NB is a dog trainer, and the customer is a dog, and NB is saying "jump through the hoop boy" and I'll give you $20. As a consumer, I am insulted by that. Why should the OP settle just because he has higher expectations of who he does business with than you do. If I were him, i would return the burner on principle, and find a business that doesn't treat their customers like circus dogs.

He can do that, and NB will be better off without him. They have a huge base of loyal customers based upon years of oustanding prices and service. NB's gonna be just fine without him, you, and anyone else who figures they're too special to play within the rules.

 

[JordanThomas]

Look, the OP"s expectation was that he just bought the burner a week ago, and he thought it would be fair to get the $20 gift card because it was just a week ago. Plus, NB said that he could return the burner, and then purchase another one, and get the $20 gift card. It's like NB is a dog trainer, and the customer is a dog, and NB is saying "jump through the hoop boy" and I'll give you $20. As a consumer, I am insulted by that. Why should the OP settle just because he has higher expectations of who he does business with than you do. If I were him, i would return the burner on principle, and find a business that doesn't treat their customers like circus dogs.

And you would have every right to do that. Personally, I would find it a complete waste of time to be without a burner for a week just to stick it to the man (who, by the way, fulfilled every expecation that the customer had in the first place).

The Northern Brewer rep was telling the OP the truth. But, the rep probably also assumed that no sane consumer would do that. Why waste your time?

 

[scottland]

Gotta love the internet. Dude's first ever post here was.............................yesterday.

At least if someone stumbles across this thread, they'll see that the community agreed Norther Brewer didn't do anything wrong.

Because yes, looking back on it, there's a strong chance he/she is trolling.

 

[pwkblue]

Get over it...and would it hurt to be nice!

Clearly many of you are loyal customers....but WHY attack the OP. You may feel he is wrong...and Northern Brewer didn't do anything wrong...why not just state that....WHY attack the OP over and over again?

All you have really done is show yourselves to be angry and obnoxious....and probably drive people away from this site.

 

[JordanThomas]

Get over it...and would it hurt to be nice!

Clearly many of you are loyal customers....but WHY attack the OP. You may feel he is wrong...and Northern Brewer didn't do anything wrong...why not just state that....WHY attack the OP over and over again?

All you have really done is show yourselves to be angry and obnoxious....and probably drive people away from this site.

Not remotely true. A few select posters called him whiny and a baby, but only after a few responses painted the picture a little clearer. Most of us posted pretty concise opinions on why we thought the OP was wrong, and didn't belittle or attack at all.

 

[Homercidal]

Look, the OP"s expectation was that he just bought the burner a week ago, and he thought it would be fair to get the $20 gift card because it was just a week ago. Plus, NB said that he could return the burner, and then purchase another one, and get the $20 gift card. It's like NB is a dog trainer, and the customer is a dog, and NB is saying "jump through the hoop boy" and I'll give you $20. As a consumer, I am insulted by that. Why should the OP settle just because he has higher expectations of who he does business with than you do. If I were him, i would return the burner on principle, and find a business that doesn't treat their customers like circus dogs.

Or you could look at it this way:

NB says no we won't give you the gift card because you didn't buy during the promotional period. But we can't stop you from returning your burner and buying a new one.

NOT letting him return his burner would have been poor service.

And anyway, if I read this right, the OP was a satisfied customer right up until he discovered that he missed the promotion by only 1 week. Did the burner lose some quality at that point? Did he end up paying more than he agreed to when he bought it?

No. He's just disappointed that he missed the promo and wanted to bash a highly respected retailer in order to do some damage to them because HE MISSED OUT.

It's not like I have a dog in this fight. I'm just trying to tell it like I see it. The fact of the matter is that there are PLENTY of other online homebrew stores who he could have bought the burner from and who would love to have him buy stuff from them in the future. I'm sure he knows this too.

So why come on here and rip them for not doing anything wrong? He's spiteful.

 

[bombcar]

He's hoping to take the $20 out of NB in some other way. But this only makes me want to order FROM them.

 

[m_stodd]

I always have 100% awesome customer service from NB. Just last weekend I bought some grain, then when I got home realized they charged me for more than 2x the amount of grain. I emailed and Jeremy King said to stop back in, we'll solve it, no problem. I bought some more grain and stuffs yesterday and got it all squared away.

Stop being an entitled customer, they don't owe you anything more than what you buy from them. In my email, I even said that I should have doubled checked my receipt in store, and would understand if it's too late to get a refund.

If I tweet at NB for having awesome customer service, will that put the world back in balance?