Ethical question

[e.e.cummings]

I went to Banana Republic today and bought a bunch of clothes (I had a 35% discount coupon that applied for only today). Later this evening, I noticed that I was not charged for an item that amounted to about $130 plus tax - there were also some in-store discounts that applied, so I figured all of these discounts together made it a pretty good deal, and I thought nothing of the total when I was at the cash.

I am pretty honest person. I have hit a person's car with my car door when it swept by the wind and left a note; I have various times told cashiers when they have under-charged me or gave me too much change (when I was paying attention); I manage a petty cash at work - from the occasional sale of samples within the department- that is virtually unaccountable, but I would never dream of taking five cents from it. I do believe what comes around goes around.

So why does it even cross my mind to stay mum about this? I first thought, cool, I spend so much money there, I finally got something free! But I would feel bad wearing that jacket knowing that I didn't pay for it. I got it because one of those young girls on cash was not paying attention. So I should call them tomorrow and tell the manager. They are all young girls there - I can hear it now, most will probably think I am crazy to be that honest. I guess this also puts the cashier in a bit of hot water, letting expensive merchandise slip through their fingers like that. Ticks me off that it is a place that is not close, it's a pain to drive there. They should give me a bit of an extra discount for being willing to drive all the way back and be honest about it!

The hungry constantly-strapped university student that I was 25 years ago probably would have kept it and thought it was a gift dropped in my lap. Not saying that I would have automatically kept it, but rightly or wrongly I probably would have thought longer about it.

What would you do? Have you ever had a similar situation?

[divingbiker]

I'd call and tell the manager and see if they can do the billing over the phone. I wouldn't be willing to drive a long way to correct their mistake.

[Owlie]

I am a broke recent graduate, and I'd still feel guilty about something that expensive!

I'd call.

[e.e.cummings]

I think it is a given that I'll call. And when I stop to think about it, my husband resigned from his job recently so he can develop a business idea, I am the sole breadwinner, so I guess whether or not I have lots of money is not a factor. It's just the right thing to do.

[speedster]

You know, I actually find your honesty refreshing... I know most people would brag and gloat that they got something free without any guilt... but you want to actually go back and return it! Wow, that's cool! :)

Yeah, definitely give them a call and let them know that they didn't charge you for an item, but from my experiences, they certainly won't make you go through the hassle of coming back to the store to return it unless you REALLY REALLY REALLY INSIST upon it lol. They'll probably just thank you for the honesty and ask you to keep the item! And I'm sure that would make you feel much much better! :)

[speedster]

Btw, if you don't mind me asking, where did you get the 35% off discount?? I could really use one of those! :)

[Bike Chick]

I would definitely call and speak to the manager. I don't think I would enjoy wearing the jacket if I didn't and would feel so guilty I'd probably donate it to charity to alleviate my guilt. I would not drive back to the store though since it was their mistake. I'm curious to hear what they have to say.

[Skierchickie]

It seems pretty clear to me. Always listen to your gut. You were prepared to pay for the item when you looked at the amount on the tag, so the cost being tacked on later shouldn't really make a difference. Whether it's a large amount or a small amount shouldn't really matter - temptation can be strong, but this seems pretty black & white to me. Whether a group of young girls at the store think you're crazy or not seems pretty irrelevant.

I'm sure they'd save you a trip and take your credit card info over the phone. Hopefully they'll offer you a discount for your trouble, but maybe not.

Kudos for being honest - too many people wouldn't be, and would be proud of themselves for "winning". It's a sad fact.

[uforgot]

Call. You won't enjoy wearing it anyway if you feel guilty. I had a similar situation. My school reimbursed me for 3 graduate hours, but taking the class was a grant and didn't cost me anything. So there I was with a $225 check, reimbursement for something I didn't pay for in the first place. My principal told me to just be quiet and keep it, but I couldn't. I took the check to the superintendent and told him that I didn't pay for the class. He told me to keep the check. I earned the money by gaining the credit hours which benefit my students. They only reimburse $75 per hour and it doesn't matter how much it cost me. I took the check and bought a bike rack and hitch for my car with a cleared conscience.

[Tuckervill]

I once took home one of those small electric sanders with the pointy thing on the end--worth about $20--for free. I didn't notice until I got home and looked at the receipt and it wasn't on there. I considered taking it back, but like you, it was a long way and it was only $20 and it wasn't my error to begin with. It looked to me like she scanned the thing and it apparently didn't go through, but she didn't notice, and neither could I.

This was about 5 years ago. I don't feel guilty about it at all.

However, every time I use the sander, I think about how I got it for free. It would be so much worse for me if it were a $130 jacket! I would feel a twinge every time I wore it--I might not even get around to wearing it, which really would be a shame if I really liked it.

I know you're going to call, so when you do, make sure you come to the defense of the cashier and ask the manager to treat them fairly.

Karen

[e.e.cummings]

Btw, if you don't mind me asking, where did you get the 35% off discount?? I could really use one of those! :)

A few weeks ago, when I was shopping at BR, they gave me a little 'surprise' discount coupon leaflet - you would either get 15%, 35% or 50% - mine was 35% for just June 5, and the following Saturday, off anything in the store. Very cool!

On another day, I also received a booklet of coupons for 40% off one regular priced item for four consective Wednesdays.

Last weekend they have 25% off everything in the store for just that weekend! They have been having a lot of promotions lately.

On top of that, I normally am requested to fill out a survey after each purchase - once I fill out the survey, I get 20% off one item.

If you check on their website, they normally identify when they will have sales - sometimes they are very quick to come and go.

Those discounts certainly draw me back into the store!

[BleeckerSt_Girl]

What if the cashier gets fired for not charging for an expensive item?
I'm sure they keep track of who was on that register at the time of sale noted on your receipt. Somebody's going to get in trouble for sure. ...Just another aspect to consider.

[divingbiker]

What if the cashier gets fired for not charging for an expensive item?
I'm sure they keep track of who was on that register at the time of sale noted on your receipt. Somebody's going to get in trouble for sure. ...Just another aspect to consider.

Well, if she/he keeps giving away clothing for free, they probably would rather not have her as an employee, and it would be a good lesson for the cashier.

[e.e.cummings]

Okay, so I called and talked to the manager earlier today. She took my receipt information (all of the numbers on top of the bill - transaction number, all that stuff) and she said she would call me back. Have not heard back yet. Funny, I thought it would have been pretty straight forward - I say I have something that I was not charged for, I tell her what is, give her the info, give her my charge card number and authorize the amount, it's done. We'll see.

[e.e.cummings]

I just received a call from the manager. She said it was actually her who did the transaction! She told me that she really thrown by the fact that I actually called back and that she wanted to show her appreciation. When I originally made my purchases, I had one those 'surprise discount' coupons - you could either have 15%, 35%, 50% - mine was 35%. Well, she said she would revise my entire bill, but this time at 50% off everything (I bought quite a bit). The difference was $19.00! Good karma...

[lunacycles]

I think one's conscience is one's best friend. If it doesn't feel right, pay attention. Seems you did so and it worked out better than you even imagined. Well done!

[Pyannyplayer]

I'm glad you called. To think of it another way - what if you had been overcharged? Say that $130 jacket had been rung up twice? Would anyone let that go? Probably not. A mistake is just that - a mistake. Besides, in my book if you take something without paying for it, it's stealing.

When this has happened to me, either scenario, they are very nice and often I get a coupon, extra discount, whatever, and I keep my clear conscience.

My two cents.

Lorie

[speedster]

I just received a call from the manager. She said it was actually her who did the transaction! She told me that she really thrown by the fact that I actually called back and that she wanted to show her appreciation. When I originally made my purchases, I had one those 'surprise discount' coupons - you could either have 15%, 35%, 50% - mine was 35%. Well, she said she would revise my entire bill, but this time at 50% off everything (I bought quite a bit). The difference was $19.00! Good karma...

hahaha... that is awesome!! I seriously can't believe you got the same person again!! But i'm really glad it all worked out ANDD you got an even sweeter deal with 50% off!! good stuff!!! :) :)

[Bike Chick]

See??? You did the right thing. Pretty awesome outcome. I think you're always better off listening to your gut.

[e.e.cummings]

I threw some of that karma back today - I wrote a note and sent it off the Banana Republic. I mentioned how much I enjoyed shopping at their stores, and mentioned by name the manager at that store location, saying that she in particular made the past weekend's shopping experience much more pleasant - and that I found her sales approach exceptional and very professional. Did not go into details about exactly why - don't need to get her into hot water for letting me walk out the door with expensive merchandise!

[Possegal]

When I was a dirt-poor grad student I went through the bank drive-thru to cash a $30 check. They handed me the envelope, I tossed it on the seat and drove on thru. A block later I thought, that was really thick, did they give me 30 ones? I looked at it and saw no, they gave me 30 $10 bills! I drove back there so fast I'm surprised I didn't get a ticket. It was like I thought the police would come after me for robbing the bank or something. :) The teller was shocked, she had realized it, it was her last day working at the bank and she shouldn't have been working the drive-thru but they were short people. It was quite funny actually. The next time there, the regular drive-thru woman just said - I hear you had some excitement last week. :)

Your situation worked out so well, with the added coupon and everything. My bank didn't add any money to my account or anything. :) ha ha ha

I love that you sent a nice note about the manager. I think that is such a great thing to do and hopefully she'll get some recognition by the store management.

[Miranda]

I threw some of that karma back today - I wrote a note and sent it off the Banana Republic. I mentioned how much I enjoyed shopping at their stores, and mentioned by name the manager at that store location, saying that she in particular made the past weekend's shopping experience much more pleasant - and that I found her sales approach exceptional and very professional. Did not go into details about exactly why - don't need to get her into hot water for letting me walk out the door with expensive merchandise!


yea... that was my thought... ok, if the coupon gets X % discount... and as a store employee, you normal receive X % discount... and you add those two together... then the bill comes out less if re-rung... hmm... then customer is happy... manager fixes own mistake... hmm... lol

it's good you called and got some resolve... you did your part

[uforgot]

If I have exceptionally great customer service, I always try to send an email or a note. We tend to complain loud and clear when there is a problem, but the enthusiastic replies make me think that they receive very few positive communications.

WEIGHT WATCHERS ARE YOU LISTENING? If you could find a leader in my area that had fairly decent grammar and didn't wear me out with tidbits about her family, I WOULD SEND YOU A NICE EMAIL FOR ONCE.

Okay, I feel better.:o

[sfa]

That is so very cool how they handled it!

Last fall I ordered a gift for my BIL from Amazon. It was some travel shaving soap he wanted, but instead of sending me one like I ordered, they sent me one CASE of the things (12 packages). Amazon also seemed very surprised that I called to let them know their mistake and told me just to keep the extras. So my BIL got a couple of packages for Christmas, my husband got a couple as well, and the rest went to a homeless shelter. I wish the mistake had been made with something *I* wanted!

Sarah

[Biciclista]

hey, that's neat!

[GLC1968]

I threw some of that karma back today - I wrote a note and sent it off the Banana Republic. I mentioned how much I enjoyed shopping at their stores, and mentioned by name the manager at that store location, saying that she in particular made the past weekend's shopping experience much more pleasant - and that I found her sales approach exceptional and very professional. Did not go into details about exactly why - don't need to get her into hot water for letting me walk out the door with expensive merchandise!

This is awesome. Thank you for doing this!

I spent years in retail management with The Gap (owns BR) and I was reading this thread with baited breath to see how the manager would handle it. She did exactly what I would have expected and I'm pleased to see it. 1) she took the info and did her own investigation before committing to anything. 2) she corrected the sale to ensure that her inventory was accurate and 3) she rewarded the honest customer by doing something that was well within her authority and still a benefit to you.

You could have explained the whole situation in your letter and she would not have gotten in trouble at all. And by writing a letter - you will get her recognition from her district manager which is awesome as I'm sure BR still greatly values customer feedback. I can tell you with all honesty - people rarely write with GOOD stories but they ALWAYS write with bad ones.

Also - just to rest easy, there is no way a cashier would get fired for this. They would probably get written up, but unless they continued to make the same mistakes, they would not be fired. At least, not from a company like Gap/BR.

[Bike Chick]

The note was a very nice touch. I'm glad this worked out so well for everyone involved.

[e.e.cummings]

GLC1968, it is really interested to hear from someone involved in their management! I was really torn about whether I should describe the incident in detail, not sure how management would view that. I am happy to hear that they take an 'open' view!

Also, I wondered,once the note is received, what is the likelihood that she will actually hear about it?

[GLC1968]

GLC1968, it is really interested to hear from someone involved in their management! I was really torn about whether I should describe the incident in detail, not sure how management would view that. I am happy to hear that they take an 'open' view!

Also, I wondered,once the note is received, what is the likelihood that she will actually hear about it?

Assuming that it went to the right person, she will definitely hear about it. Like I said - good letters in retail are so few and far between that they are always shared with the person or store that is involved. Speaking from experience, one good letter (or compliment) goes a LONG way towards making up for the lousy pay, hours and treatment that most retailers have to deal with on a day to day basis. :)

(Again, this is for good companies like Gap/BR or Polo Ralph Lauren....I can't speak for smaller retailers or private owners).

[lisathew8lifter]

i agree with whoever said your honesty was refreshing. i am a regular shopper at BR and would say that 75% of my wardrobe is from there. i would have to call and tell them because i would do the same if they overcharged. i was excited to see the outcome and am happy that it worked out mutually! it does pay to be honest!

[shellyagal]

I am a regular online frugal shopper and mostly use cash back portals like Bing, ShopAtHome, AAfter Search and Ebates.

[e.e.cummings]

I'm going back this weekend! I would like to see her in person to thank her, but also I have another one of those 35% discount coupons that works for tomorrow only. lisathew8lifter, my wardrobe is approaching that 75% mark of being made up of Banana Republic too! I just love it - I like the way they merchandise, it is my style, love the change rooms, lots of sales, my kind of place...

[indysteel]

I love how this turned out. Your letter, e.e., was a classy touch. Kudos!

[e.e.cummings]

I love how this turned out. Your letter, e.e., was a classy touch. Kudos!

Thanks for the nice words! And I have to say, I really like your quote...

[blackhillsbiker]

Last Christmas I ordered 2 balaclavas from Sierra Trading Post. I got 2 shipments of 2 balaclavas (only charged once). I was going to send them back but I was afraid we'd get a credit for something we hadn't paid for, so I called them. They weren't sure what to do with the call. Finally a manager got on the line. He said they never had to deal with people reporting an over-shipment, and to keep the extra ones. Merry Christmas!

Deb