Warning: Long Rant Ahead....
As some of you may remember, I recently found myself in need of a new TV. A bit inopportune being that the wife just recently returned to work after a year's absence. Not an insurmountable problem though as there are plenty of bargains to be found from the national chains these days. Well... let's review.
Found the perfect TV. One of the most popular name brands with excellent reviews. Bargain priced to boot at only $199! Only catch, it was not available online and the nearest store stocking it was a fair distance away.
Since it was from a well known national chain, I figured I'd reach out to them and see if I could either have it delivered or transferred a location nearer my home. Well, they pretty much said no and that I'd have to pick it up there.
Inconvenient, but fine. So I asked to pay for it online and then I'd go and pick it up. Much to my surprise, they said no to this simple request as well, saying it must also be purchased in store. Well now I'm getting a little suspicious and wondering if this is just some kind of bait and switch thing. Couldn't be I reasoned, not from such a huge national chain....
So after confirming availability online, the wife and I make the long trip to complete the purchase. Surprise, surprise, no one in the TV department knows anything about it. Now I'm really thinking bait and switch, but then, other than the cable TV sales snipers roaming about, no one tried to sell us anything else in that TV's place.
So I contact customer service, which I find out is now out-sourced in another country. I tell them my experience thus far and ask them in lieu of that, if they'd reconsider allowing me to pay online and delivering the TV. No problem the individual tells me in broken English and immediately offers me a 15% discount on a refurbished, yet much higher priced version of the same TV. At this point, it's sounding more and more like a scam as not only is there bait, we now have the potential switch.
Still, I can't reconcile a large national chain like this having to resort to such tactics, so I pursue it further. More emails, exchanged with different individuals. More pat answers, more emails, more this, that and the other.
The next day I get an email from customer care, supposedly from a senior rep apologizing for all I've been through thus far and says, yes they'd be happy to have me pay online and they'd be happy to deliver the set to me free of charge. Plus, give me an additional 10% off for my trouble. Even provided me a link to do just that. Small problem, that link took me to the same brand TV, but one with a much smaller screen size. Rather subtle really. Almost didn't even catch it. Now I'm thinking, Gee, a double switch.
So, naturally I call them out on it and relay my suspicions about the whole bait and switch thing. They ignored that and proceeded to offer me a 20% discount on any other TV, just not the one I wanted. Could this be a triple switch? Well now I'm getting mad and starting to think they never had this TV, at least at that price, in the first place.
Two days later, they're still giving me one song and dance after another, now saying the TV I want is out of stock. When I pointed out that the TV was in fact still being advertised and there very own store inventory checker does indeed confirm availability in at least 2 locations, they came up with in stock at stores is not the same as in stock for delivery. As if store to store and store to warehouse transfers never take place. Had I not been in retail a good portion of my working life I may have fell for it, but having been in the business myself, that's just ridiculous.
Still trying to wrap my head around how in this day and age dubious sales tactics like this still exist. Oh BTW, just checked and the TV in question is still being advertised....
