robert B.
1/5
Sad day at my very first experience at The Rock Shop.
They lost a potential life-long customer over either an odd policy (that isn't stated anywhere) or 2 guys on a power trip.
I spent a couple hundred bucks at a different shop earlier in the day who recommended I visit The Rock Shop based on the type of records I collect; so I drove 30 minutes out of my way to check 'em out.
When I got there, I spent about 2 hours digging through all of the Buy 2 Get 1 free bins, hoping to find some fun stuff to add to my collection. Also, dug around the rest of the store like any record collector would do...
I had assumed that the less expensive record of the "Buy 2 Get 1 Free" bin deal would be the cheapest, which is pretty customary.
Well, I ended up getting 18 bin records total (not including a couple of regular titles I was going to purchase). Prices ranging from $10 - $2 each.
I collated them by price in descending order, in hopes that common sense would prevail and I could get every 3rd record free(based on if I only bought 3, the least expensive record of the 3 would be free.)
Well, to my surprise they said that only the 6 cheapest records ($2/$3) would be free because it's one transaction, so I simply asked if it was possible to do it the other way (every 3rd [lowest priced of the 3] record free) so they wouldn't have to make 6 separate transactions(really trying to make it easier on them as I had plenty of time to kill, as I was going to head to their other location after I left).
The employees stood firm on their "one transaction" policy so far as to tell me that I would have to come back the next day in order to do what I was trying to do - and the day after that etc... esentially telling me I could only shop there once per day.
This seems extremely odd to me.
You are in business to sell records, gain new customers, make a profit, and make people happy.
So, in theory, if I stopped in The Rock Shop on my lunch break and found 3 "bin" records to buy, I am not able to come back after work (the same day) and buy 3 or more "bin" records?
I asked them if that is posted anywhere and if they just made that up, to which they said no.
Your policies should not be A. Against common sense and B. Against customer service.
I understand WHY they would want to make it a single transaction. I also understand that they would want to maximize their profit by taking off the cheapest amount of records in said transaction...
All I was asking them to do was what made the most sense from a customer service perspective.
Purposefully alienating your clients due to a "policy" and essentially telling them they can only purchase things once per day at their store is just asinine.
At the end of the day, the employees chose to stand behind a silly policy or have their power trip for the day and lose a $100+ sale, lose a customer, lose my referrals, and gain this review.
...all over about a measly $13.
That does not make good business sense.
At the end of the day, I probably would have just paid the difference (although that pretty much defeats the purpose of the deal because essentially I would have just paid in full for all of the records I was getting for "free") but both of these employees dug their heels in and refused to use common sense, so it because a principle issue for me.
I'm a very rational, objectionable person. The 2 behind the counter today were not.
It is unfortunate when a supposed policy gets in the way of common sense and doing the right thing for your clients.
