Sports Authority Needs to Honor Its Coupons, Even if it Costs Them a Penny

Posted Wednesday, November 25, 2009 · Comments View Comments

A new Sports Authority opened in our area. To celebrate their grand opening, they sent us a “Spend $100, get $25 off” coupon.

Our sons are embarking on basketball and wrestling season and needed new shoes and equipment, so my hubby took the boys on a trip to the new store.

When they hauled their $100 in merchandise to the cashier, the grand total came to $99.99.

“Sorry, we can’t accept your coupon. The total has to be $100,” said the cashier.

My husband offered to give them a penny to make up the difference – heck, he would have given them a quarter… maybe even a dollar!

No can do. “Your merchandise has to total $100,” insisted the cashier.

I understand that the employees at Sports Authority are mainly high school and college students who’ve been threatened that if they bend the rules, they’ll get fired. I get that.

And I understand that customers try to get away with buying $95 or $98 in merchandise and they complain if the cashier doesn’t accept the coupon. But $99.99?

I’ve also heard that retail stores have people called “managers” who have the authority to bend the rules just a teensy bit. Over things like, say, ONE PENNY.

So, you’re probably wondering what my husband did. Normally, he’d leave the store, never to return, just on principle. But in this case, we really needed the equipment that day.

So he bought a piece of gum for 15 cents, which brought his total purchase to $100.14.

Coupon accepted.

And my hubby and our sons left Sports Authority, never to return.

I would think that a new store that’s trying to create a customer base during a dismal economy would build a bit of wiggle room into its coupon policies.

Was it really worth losing what could have been an extremely loyal customer over one penny?

You tell me, Sports Authority.

P.S. Read the comments. Sports Authority, did, indeed tell me.

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Categories : Customer service

http://www.bloggingbistro.com/ Laura

Twitter: bloggingbistro
Hey all,

Here’s an addendum to my post:

The customer service manager for Sports Authority left a comment on my blog soon after this post went live, requesting that I call him (I have removed his comment because he probably didn’t want his phone number being broadcast to the world).

I just talked with him. He apologized on behalf of the store associate and said he’d be talking with the store manager to assure them that there is, indeed, some wiggle room with their coupons.

The customer service manager took steps to make it right, and I greatly appreciate that.

This case is a real-time demonstration of the power of social media. The customer service manager likely has a Google alert or some other method of tracking Internet mentions of Sports Authority. When he discovered a customer with a complaint (who was blabbing about it on her blog), he took immediate action to rectify the situation. That’s good customer service, and in my mind, it more than makes up for the sale’s associate’s oversight.

Thanks, Mike. Because of your quick action and considerate attitude, we will be returning to our local Sports Authority.
http://www.bloggingbistro.com Laura

Twitter: bloggingbistro
Hey all,

Here’s an addendum to my post:

The customer service manager for Sports Authority left a comment on my blog soon after this post went live, requesting that I call him (I have removed his comment because he probably didn’t want his phone number being broadcast to the world).

I just talked with him. He apologized on behalf of the store associate and said he’d be talking with the store manager to assure them that there is, indeed, some wiggle room with their coupons.

The customer service manager took steps to make it right, and I greatly appreciate that.

This case is a real-time demonstration of the power of social media. The customer service manager likely has a Google alert or some other method of tracking Internet mentions of Sports Authority. When he discovered a customer with a complaint (who was blabbing about it on her blog), he took immediate action to rectify the situation. That’s good customer service, and in my mind, it more than makes up for the sale’s associate’s oversight.

Thanks, Mike. Because of your quick action and considerate attitude, we will be returning to our local Sports Authority.
http://www.leesdykstuff.blogspot.com/ Lee

Wow! The Power and reach of the blogosphere. Great post. It caught my eye after stopping by due to the sports post. I being the sports guru..I mean a fan of sports, I had to read it. Turns out I’m glad I did. And kudos to Mike for making it right by apologizing. Seriously though a penny? I worked in retail for several yrs. winding my way through life. I so enjoyed it! Never a dull moment. But I can’t recall ever haggling over a mere penny or the likes. Customer is always right. At least according to Wally’s World. Even though that is not true in life, it is in a business sense. I hope that cashier learns a lesson from this.
Thanks Laura, I enjoy your blog.
regards, Lee
http://www.leesdykstuff.blogspot.com Lee

Wow! The Power and reach of the blogosphere. Great post. It caught my eye after stopping by due to the sports post. I being the sports guru..I mean a fan of sports, I had to read it. Turns out I’m glad I did. And kudos to Mike for making it right by apologizing. Seriously though a penny? I worked in retail for several yrs. winding my way through life. I so enjoyed it! Never a dull moment. But I can’t recall ever haggling over a mere penny or the likes. Customer is always right. At least according to Wally’s World. Even though that is not true in life, it is in a business sense. I hope that cashier learns a lesson from this.
Thanks Laura, I enjoy your blog.
regards, Lee