Not a happy customer!!

[inhousebrew]

intense debate. Don't care.

 

[MrNatural]

I don't think Charlie Wenzel needs to be worried - yet

 

[MrSpiffy]

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.

So, you're basically saying we should bend over for every customer because maybe there's potential for a huge sale? That's all fine and good, but usually you can tell a good (albeit, misguided in this case) customer by their words and actions. I'm sure this little old lady meant well, but had no idea what she was doing. Most customers trying to do stuff like the OP aren't going to be shuttling $10k+ of business toward you. They just complain when something doesn't go their way, huff off, and then complain on the internet to a bunch of people that they hope will empathize with their entitlement. I'd compare your experience with winning the lotto. Sure it happens, but hardly ever.

 

[Harvestsmiles]

Is this guy for real? No expectations means NO expectations... not a little expectations or no other expectations except... Don't buy something THEN decide to look at the warranty/return/price adjust policies... Could NB given you the card that you were NOT eligible for? Sure they could have, it's not their policy though. And for someone with NO expectations, why run off out the side of your neck? NB is a respectable company, much more respectable than you sir...

 

[Subsailor]

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, no expectation, why the disatisfaction? Your wishlist isn't a guarantee of business because if you found the same items cheaper elsewhere you would have purchased them elsewhere. I have wishlists at many online shops but I buy from whoever provides the lowest price with the lowest shipping.
Your complaint is empty IMHO.

 

[Bobby_M]

Do you call and demand shipping refunds when future advertisements offer free shipping?

I can understand asking, but getting angry when they say no says more about you than about NB.

I ran a very modest promotion over the black Friday weekend that included free shipping for that limited time for orders over $200 and had someone complain because they placed an order the week before.

Was I supposed to offer retroactive shipping refunds? If so, how far back?

It's also hard to come out with product improvements because so many people moan about buying the un-improved version a week, month or year ago.

Let's be adults and agree that when you buy something, it's under the assumption that you've seen what the market has to offer, you're comfortable with the price, terms, and value and therefore make the purchase. If that's not how you view the model of commerce, then as suggested a few times, I probably don't want the business.

 

[YNOT2K]

i think it was reasonable for the OP to ask for the gift card. most customers would not have done that, mainly because they would not have known about it (most customers don't follow up like the OP did).
i also think it is reasonable for NB to deny the request.
but...
NB could have looked at this as an opportunity to gain the confidence and future spending of a customer that they know has already spent money with them. remember, a $20 gift card is actually less than $10 in wholesale merchandise.
if i had been the rep at NB i would have agreed to the gift card.
what did NB have to lose? $10? if they deny the request what did they have to lose? unknown.
my .02

 

[broadbill]

i think it was reasonable for the OP to ask for the gift card. most customers would not have done that, mainly because they would not have known about it (most customers don't follow up like the OP did).
i also think it is reasonable for NB to deny the request.
but...
NB could have looked at this as an opportunity to gain the confidence and future spending of a customer that they know has already spent money with them. remember, a $20 gift card is actually less than $10 in wholesale merchandise.
if i had been the rep at NB i would have agreed to the gift card.
what did NB have to lose? $10? if they deny the request what did they have to lose? unknown.
my .02

Did NB deserve to have their name dragged through the mud on this forum by the OP, for not giving over the $20 GC? I don't think so. That is the issue here.

 

[GrogNerd]

read the fine print:

Offer valid 24 hours only.
Quantities are limited. Offer valid only online before December 6, 2012 at 11:59pm CST, or while supplies last.​

it's OK to ask, tho.

just don't get all butthurt if they say, "no," just quietly take your business somewhere else if you want

 

[JordanThomas]

I ran a very modest promotion over the black Friday weekend that included free shipping for that limited time for orders over $200 and had someone complain because they placed an order the week before.

Was I supposed to offer retroactive shipping refunds? If so, how far back?

It's also hard to come out with product improvements because so many people moan about buying the un-improved version a week, month or year ago.

Let's be adults and agree that when you buy something, it's under the assumption that you've seen what the market has to offer, you're comfortable with the price, terms, and value and therefore make the purchase. If that's not how you view the model of commerce, then as suggested a few times, I probably don't want the business.

Great perspective from a vendor. And frankly, if NB were to have given in to the OP, it's just a green light for him to do it each and every time a promo runs. Not the kind of customer you want, because when you add that $20 to the cost of your time to fix his complaint, that might be the difference between you making a profit, breaking even, or selling at a loss.

 

[jmendez29]

My take...

OP calls to ask about the gift card, gets denied, says "dammit, oh well" and moves on happily with his life. Maybe even saying thanks for looking into it for me. That's what should have happened.

Here's a thought... Buy another burner, wait a week or two and sell the first one for what it cost you and you still get what you want! But that takes effort, never mind.

You know, after reading this thread, I just went and bought about $150 worth of merchandise at NB. Why? Because I've never had bad customer service from them and I think they deserve my business as well as yours. And FYI, I know I can make some of those kits cheaper at the LHBS but I bought them anyway.

If anything, the OP has solidified my position with NB.

 

[mooshimanx]

To agree with the chorus a bit, this is not how economics work. Unfair complaint to me - I learned to brew with the little DVDs that Northern Brewers make and include with various kits.

 

[MrSpiffy]

My take...

OP calls to ask about the gift card, gets denied, says "dammit, oh well" and moves on happily with his life. Maybe even saying thanks for looking into it for me. That's what should have happened.

Here's a thought... Buy another burner, wait a week or two and sell the first one for what it cost you and you still get what you want! But that takes effort, never mind.

You know, after reading this thread, I just went and bought about $150 worth of merchandise at NB. Why? Because I've never had bad customer service from them and I think they deserve my business as well as yours. And FYI, I know I can make some of those kits cheaper at the LHBS but I bought them anyway.

If anything, the OP has solidified my position with NB.

Good man! What kits did you get?

 

[phillyhomebrew]

We would NEVER do something like that. Don't forget to support your LHBS.

This morning I see that Northern Brewer is offering 20$ gift cards if you buy a Blichman floor burner during a 24 hour sale. Well I just ordered a Blichman floor burner from them 7 days ago. I called them and asked them to honor me with the 20$ gift card, and was declined. They said it was too long ago to honor. Really?! A week is too long?
I then asked the customer service guy what if I order another one today and return the one I bought last week (which has shipped but hasn't arrived yet) I would still get the gift card then right? Of course he said yes, and I said then why not save us all the trouble and just honor the 20$ gift card? Was told they still can't do that.
I am very disappointed with Northen Brewer! Last time I make any purchases from this company.

 

[b-boy]

The vendor can act as they see fit and the consumer is always free to go elsewhere if he's unhappy. If a vendor pisses off enough people he goes out of business. If NB is comfortable losing a customer over $20 - fine. That call is up to NB.

Since I'm guessing only a few people would've called them about this (I probably wouldn't have called), I'd think it'd be easier to just give the customer the gift card. It creates a lot of 'good will' for only $20. There would probably be a post on here talking about how great it is to deal with NB.

I have a similar situation every year with DirecTV. They give away the NFL package to new subscribers but want to charge me, a 12+ year customer, for the same service. Is that fair? I don't think so.

I call them every year and complain, and I usually get something for my trouble - but never the whole package for free. I'm kinda happy, and they're kinda happy at the end of the phone call. I can always cancel and walk away, but I don't because I like football too much.

 

[sonofgrok]

It was obviously a good enough deal when you bought it that you... well... bought it. Now that it is a better deal, your original doesn't seem quite as awesome and you feel put out.

Just remember why you bought it in the first place.

Like many others on this thread I read it as whining "entitlements entitlements!"

And the no expectations post sounds like back pedaling. Your initial reaction implies complete expectation.

 

[CreamyGoodness]

Y'know what happens to customer service employees who fail to follow sales protocols? Unemployment. I'm actually more annoyed by the OP's post than many (and more than I probably should be) because he is giving customer service a hard time for FOLLOWING THE PROTOCOL OF THE COMPANY. An alternative was offered. Maybe it seemed silly, but.... it was the protocol of the company. Again, I will reiterate, customer service employees get fired every day for bending to the will of loud, obnoxious, entitled, and greedy (yes, greedy) customers who demand you give them more than they are entitled to, or conduct business in a way that makes more sense to THEM. If the person at Northern Brewer was the owner, you were talking to the man or woman who knows the most about how their books are set up, and they are the one least likely to willingly botch them up.

Nothing is wrong with negotiating a deal, but to badmouth a company for not giving a $20 gift card that you weren't entitled to (and knew it) from the get-go? What a fart in a windstorm.

 

[WesleyS]

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.

My thoughts exactly.
If they have to extend the special offer to everyone who has purchased that item recently then where does it end. What if someone purchases one a couple days after the sale and then finds out about the gift card. Should NB have to give them a gift card too? What's the purpose of having a special deal or special pricing for a limited time if they have to honor it for those that purchased outside that limited time? That's really not fair to those that did purchase during the offer period. I think you are being very unreasonable and displaying an attitude of entitlement. I know it can be frustrating to miss out on a special offer, but really think about it and look at the situation from the viewpoint of NB, not just your own.
Owning my own business and interacting with customers has helped me to see things differently when dealing with businesses when I'm the customer.

 

[Rev2010]

Here's a thought... Buy another burner, wait a week or two and sell the first one for what it cost you and you still get what you want! But that takes effort, never mind.

What a ridiculous thing to suggest to the OP. So he sells the first burner for the cost he paid... well who is going to want to buy it from him at the cost NB sells it for when they won't have NB to go to if there is a problem with the unit and need to return it? Also, the shipping alone for a person (ie. non-business account) will cost significantly more on such a weighty item than it costs NB to ship it.

It's a $20 gift card, any suggestion for him to return it or order again and sell it is just silly. It wouldn't work and would cost more overall. He just needs to get over the fact that he didn't order when the promotion was in effect. If he wants to take his business elsewhere so be it let him. But I'm smelling a whole bunch of hypocrites in this thread everyone rudely insulting him as a baby, a whiner. I can guarantee many on here have not gone back to a place because their $8 cheeseburger was screwed up and they refused to replace it or something similiar. Cut the guy a break, he was upset and made the poor choice to rant on here where everyone *WILL* slaughter you for it. I'm sure he'll think twice next time to come and post on here upset about such a thing.


Rev.

 

[pwkblue]

I ran a very modest promotion over the black Friday weekend that included free shipping for that limited time for orders over $200 and had someone complain because they placed an order the week before.

Was I supposed to offer retroactive shipping refunds? If so, how far back?

It's also hard to come out with product improvements because so many people moan about buying the un-improved version a week, month or year ago.

Let's be adults and agree that when you buy something, it's under the assumption that you've seen what the market has to offer, you're comfortable with the price, terms, and value and therefore make the purchase. If that's not how you view the model of commerce, then as suggested a few times, I probably don't want the business.

it is your business, and you can choose to run it any way you wish. If only one customer called about the free shipping promotion....seems to me offering a credit vs. a future purchase would have been a wise spend to keep a proven customer happy....and since only 1 called, it would not have created a huge issue. A proven customer is way too valuable.

More importantly...it is your business...but if my employer caught me referring to customers the way you did in this post I would be fired. Every single customer, and potential customer is valuable.

Now, personally....I am a great customer, I have been a retailer and small business owner far too long to be a PIA customer. Funny because I was just cruising through your products a few days ago.

 

[mattd2]

As an owner of many retail stores, customers like the op are not valuable. They are looking to have a policy changed because they are special and are constantly looking for a way to eek a buck out. Rarely worth it.

I got half way through and then could read anymore of the same so decided to through my $0.02 in (sorry if this has been said already).

The customer is always right in the case where if that customer told anyone else the "raw" deal they got at your store would mean that that person would be less likely to shop with you.
It does not apply when if the person told someone what happened and the likely response (as said in this thread a few times) is "man what an ass, that's pretty rude" and does not affect the other persons desire to shop with the store (or could be positive since they want to actually get in on the deal when they are actually valid to)

As the above said some customers are not that bigger loss

 

[daksin]

You know, after reading this thread, I just went and bought about $150 worth of merchandise at NB.

I like your style. Shopping now.

In someone elses words "For every dollar you don't spend at Northern Brewer over this trifling nonsense, I'm going to spend three."

 

[TNGabe]

Well gosh, this thread didn't go the way the OP expected at all, did it?

Sure is quality entertainment.

 

[mattd2]

I ran a very modest promotion over the black Friday weekend that included free shipping for that limited time for orders over $200 and had someone complain because they placed an order the week before.

Was I supposed to offer retroactive shipping refunds? If so, how far back?

It's also hard to come out with product improvements because so many people moan about buying the un-improved version a week, month or year ago.

Let's be adults and agree that when you buy something, it's under the assumption that you've seen what the market has to offer, you're comfortable with the price, terms, and value and therefore make the purchase. If that's not how you view the model of commerce, then as suggested a few times, I probably don't want the business.

Hahahaha, the worst part of that is it was a Black Friday deal, can you be anymore predictable when you will be offering a sale/deal than Black Friday. Really if they were that desperate to get a deal they should have waited for the predictable sale!

 

[Willie3]

I think where the OP went wrong was mentioning NB as the source. Tough to beat the #1 On-line HB Supplier, especially on an HB forum. Another game of David and Goliath, only this time Goliath squashed David.


WW

 

[Bobby_M]

it is your business, and you can choose to run it any way you wish. If only one customer called about the free shipping promotion....seems to me offering a credit vs. a future purchase would have been a wise spend to keep a proven customer happy....and since only 1 called, it would not have created a huge issue. A proven customer is way too valuable.

More importantly...it is your business...but if my employer caught me referring to customers the way you did in this post I would be fired. Every single customer, and potential customer is valuable.

Now, personally....I am a great customer, I have been a retailer and small business owner far too long to be a PIA customer. Funny because I was just cruising through your products a few days ago.

If you ask 99.9% of my previous customers, I doubt you'll find many who are unhappy. I'm a straight up guy who's honest but realistic. I don't pander to people for the sake of sales. Maybe I'm not cutout for "real" business. I respect every one of my customers when they act decently and realize that there are real people on the other end of the line. If you want to treat a small vendor like Walmart, this isn't the place to do it. Granted, NB is pretty big as far as homebrew companies go, but the concepts are the same.

 

[Willie3]

Hey what if NB did honer the card and the OP went and posted that news? Well then... quite a different story, right?

 

[Hamsterbite]

I got half way through and then could read anymore of the same so decided to through my $0.02 in (sorry if this has been said already).

The customer is always right in the case where if that customer told anyone else the "raw" deal they got at your store would mean that that person would be less likely to shop with you.
It does not apply when if the person told someone what happened and the likely response (as said in this thread a few times) is "man what an ass, that's pretty rude" and does not affect the other persons desire to shop with the store (or could be positive since they want to actually get in on the deal when they are actually valid to)

As the above said some customers are not that bigger loss

Um? So who's side are you on again?

 

[daksin]

Hey what if NB did honer the card and the OP went and posted that news? Well then... quite a different story, right?

The response would be a couple of folks saying "Wow, that was nice, they didn't have to do that" and that would be the end of it.

I would say OP has been sufficiently shamed seeing as how he hasn't posted in 50 replies. Don't think we've convinced him, though. Not much hope for that, I'm afraid.

 

[Willie3]

The response would be a couple of folks saying "Wow, that was nice, they didn't have to do that" and that would be the end of it..

I also think that many who have read it would think "and that is why I shop at NB." Possibly driven more people to the site tonight.

Who am I kidding...it probably drove people to the site anyway.... see yall later, I need to get me a burner...LOL!