Ethical question

[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 When I originally made my purchases, I had one those 'surprise discount' coupons - you could either have 15%, 35%, 50% - mine was 35%.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.

[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!