Are we using the recession as an excuse for lousy service.

[luvsJack]

It seems to me that we are wanting a bit of it all.

We know that there is a recession and that all business is hurting. BUT, we don't want them to raise their prices because then we can't keep it in our budget. Ok, prices stay the same so the business has to cut costs. Oh, no! don't lay off any employees or cut any hours because then we don't have enough people to wait on us. And don't do silly things like use cheaper bags or stop giving out free pens or hangers or whatever because then we call it bad service.

So, do we really expect businesses to stay in business and not make any money but not to cut costs?

If Macy's is not raising prices to make up the difference, just be happy and do without the hanger.

 

[shellybaxter]

Nope, I didn't buy the coat because for $200 I expect a wooden hanger. I wasn't about to buy a coat that they stuff in a shopping bag. I shop at Bloomings, Macys and mid range/high end stores because I expect them to go the extra little bit for customer service.
Walmart or kohl's not so much. Yep, I'm the type that will spend the extra buck for the extra service.

Hi,
I don't mind paying for extra service either - but I think we are becoming the miniority. Would you have spent $250 for the coat if it came with the hanger? The more people who want lower prices sans the extra service, the less service will be available.

 

[CowboyCO]

Not buying a coat because they wouldn't give you a ahanger when the price was great and so was the coat? That's stepping over dollars to pick up pennies. You can get a pack of wooden hangers at Wal_mart for CHEAP.

Customer service isn't giving stuff away for free. It's being helpful, courteous, friendly and keeping the store staffed with people who will do this this.

One PP said that Macy's could afford it. REALLY? In August, Macy's reported a drop in sales of 11%. They LOST $88 million dollars in the second quarter alone.

I would say it is prudent to look at cutting costs without reducing customer service... But that's just my opinion.

 

[sunnyday123]

Nope, I didn't buy the coat because for $200 I expect a wooden hanger. I wasn't about to buy a coat that they stuff in a shopping bag. I shop at Bloomings, Macys and mid range/high end stores because I expect them to go the extra little bit for customer service.
Walmart or kohl's not so much. Yep, I'm the type that will spend the extra buck for the extra service.

Not giving you a hanger is not bad customer service. I tend to buy things ( especially coats) that I know will last a long time, but I certainly wouldn't have refused a coat I've looked for/needed for three years because of a hanger. I wouldn't have gone 3 years without a coat either, but thats a moot point. Maybe you should start hitting Wal-Mart & Kohl's if you've gone that long without a coat. Lowering your expectations and or demands and buying a coat someone "stuffs into a bag" isn't the end of the world.

 

[eliza61]

Hi,
I don't mind paying for extra service either - but I think we are becoming the miniority. Would you have spent $250 for the coat if it came with the hanger? The more people who want lower prices sans the extra service, the less service will be available.

Maybe?

I guess for me it's sort of a line in the sand type of thing.
You know how people here (on the dis) will vent about how Disney just keeps raising prices for less and less. What's the standard reply?

Because they can and they know we will keep coming back...

So I think I'm now at the point were this is becoming a little unacceptable to me.
I'm becoming more of a social shopper. I'm starting to not accept the standard "I'm going to give you less because its a recession" excuse. I don't shop at walmart no matter how low their prices are becasue I don't like how they treat their employees (I was one, I know).

Sure a coat hanger is a little thing but I think it might have been the proverable "straw that broke the camels back" for me. You use to give me great customer service when I purchased suits, dress and coats. So I guess I'm just started to voice my displeasure with my dollars.

 

[S. C.]

Out of curiosity, how much of a savings was the coat? What was the regular price?

 

[eliza61]

Not giving you a hanger is not bad customer service. I tend to buy things ( especially coats) that I know will last a long time, but I certainly wouldn't have refused a coat I've looked for/needed for three years because of a hanger. I wouldn't have gone 3 years without a coat either, but thats a moot point. Maybe you should start hitting Wal-Mart & Kohl's if you've gone that long without a coat. Lowering your expectations and or demands and buying a coat someone "stuffs into a bag" isn't the end of the world.

That's just it. I went that long because I didn't want the crappy stuff that I think that the sell in Walmart. I waited because I'm wanted a coat that I really liked, not just some thing to get me through the winter.
I do have a winter coat that's a little long in the tooth so no I'm not Tiny tim shivering in the snow.

I'll wait a long time to get some thing that's great quality and I love vs. some thing that's just cheap.

It was a choice to wait, by no means a necessity.
Sorry if that was unclear.

 

[eliza61]

Out of curiosity, how much of a savings was the coat? What was the regular price?

Regular price was $425.00, it was on sale for 40% off. I liked it because it was red (my favorite color) and it was a bit nicer than a snow coat which I have tons of.

 

[Eeyore'sthebest]

Sorry Macy's did this to you. I just recently purchased 3 suits there and they all came with the hangers. Someone said that you need to hang them in the car and that's correct. You don't drop that kind of money only to fold stuff up and put them in the bag.

And I just came from Kohls and they asked me if I wanted to keep the hangars on the pirate t-shirts we just purchased. Umm, no but thanks for the offer. And yes, I was quite polite to the sales clerk.

 

[Boxley]

So, you needed a coat, went to the store, found one, and didn't get one because of a hanger? a hanger You were lucky to find a piece of clothing that wasn't raised up in prices, yet you put the coat away over a hanger. Why not just buy a set of hangers that wouldn't cost more then ten bucks? That way next time big, bad Macy's doesn't give you a hanger, you would already have one. When a person goes into a store, they deserve a clean, well lit enviroment, good wares and a decent amount of customer service with their staff, a hanger is not a base requirement. You got a really got a really good sale,(40% off is great) for a good coat in a great color yet it wasn't good enough because there wasn't a hanger attached to this? You had that coat for a steal! Hopefully someone who needs the coat more will appreciate it.

To me, the situation was like cutting your nose to spite your face.

 

[DVC Sadie]

Yup, it's not about the hanger, it's the principal of service.

Exactly! It has everything to do with the principal of the situation.

If more people stood up for the principal of things then the companies could *not* get away with it.

eliza, did you look at Nordstroms to see if they have the same coat or was it a Macy's house brand?

What would reallly tee me off about this situation (if I was in it) would be the fact that I had searched for 3 years and now because of the principal of it I would still have to search. That would be my dilemma.

 

[AKL_Megs]

Nope, I didn't buy the coat because for $200 I expect a wooden hanger. I wasn't about to buy a coat that they stuff in a shopping bag. I shop at Bloomings, Macys and mid range/high end stores because I expect them to go the extra little bit for customer service.
Walmart or kohl's not so much. Yep, I'm the type that will spend the extra buck for the extra service.

Regular price was $425.00, it was on sale for 40% off. I liked it because it was red (my favorite color) and it was a bit nicer than a snow coat which I have tons of.

So this was a coat that they expect to, on a normal day, sell for $425. Totally should come with the hanger. NO WAY would I buy a nice coat like that (based on your description, I am picturing a long, red, wool pea coat) and not demand a hanger to get it home in, if not the wooden hanger, than some other black plastic contouring hanger.

So basically, they expect to shove it in a bag and have you dry clean the wrinkles out? This whole thing is just absurd.

 

[disneystacy]

Maybe?

I guess for me it's sort of a line in the sand type of thing.
You know how people here (on the dis) will vent about how Disney just keeps raising prices for less and less. What's the standard reply?

Because they can and they know we will keep coming back...

So I think I'm now at the point were this is becoming a little unacceptable to me.
I'm becoming more of a social shopper. I'm starting to not accept the standard "I'm going to give you less because its a recession" excuse. I don't shop at walmart no matter how low their prices are becasue I don't like how they treat their employees (I was one, I know).

Sure a coat hanger is a little thing but I think it might have been the proverable "straw that broke the camels back" for me. You use to give me great customer service when I purchased suits, dress and coats. So I guess I'm just started to voice my displeasure with my dollars.

Customer service is not giving out free stuff. I'll say it again, you were buying a coat, not a hanger and coat unless the tag said so. I have been in retail and one christmas the company I worked for was cutting back and sent us no boxes to give out for free. Those things are courtesies and the first to go when the company needs to save money.
I find it odd it took 3 years to find a coat. I think you had a little buyers remorse and was looking for a excuse NOT to make the purchase and now you console yourself on the fact that it was Macy's fault because they wouldn't give you the hanger.

 

[NikitaZee]

Exactly! It has everything to do with the principal of the situation.

If more people stood up for the principal of things then the companies could *not* get away with it.

Great point. Don't be fooled into thinking it's all just about coat hangers. The places we do business with need our business. As consumers we don't have many options - taking our business elsewhere is one of them. Although I probably would have bought the coat anyway, I applaud the OP for taking action when I would have just gone home and complained about it. In the end Macy's didn't get her money and that's the only thing that will work in the long run.

 

[MaryAnnDVC]

I must be really easy to please...I would have gone home and hung it up on one of the wooden hangers I already had.

One less hanger is one less piece of junk I have coming into my house.

I agree. And I'm kind of particular about my hangers...they need to match. I hate when they don't match.

I applaud Macy's for trying to keep costs in line for the consumer on their merchandise. If that means recycling hangers, but I get a reasonable price on the coat, then so be it.

If it means somebody gets to keep their job because they are no longer giving away cheap hangers, then I applaud Macy's.

It IS a bad economy.

I'm big into recycling. Kills me to have all those hangers given out unnecessarily, just so people can toss them when they get home.

I can't imagine you and some other posters actually WEARING a coat out in public if you think that it would've gotten so ruined on a trip home from the store in a bag.

 

[sunnyday123]

Great point. Don't be fooled into thinking it's all just about coat hangers. The places we do business with need our business. As consumers we don't have many options - taking our business elsewhere is one of them. Although I probably would have bought the coat anyway, I applaud the OP for taking action when I would have just gone home and complained about it. In the end Macy's didn't get her money and that's the only thing that will work in the long run.

It's a HANGER for pete's sakes!! The clerk didn't berate her, or throw things, or hit her with the hanger....she didn't get a HANGER with her purchase!!

Without doing the math, if the coat was originally $425 and she was getting it for $200, that's more than 40%, and with that savings, could've bought a hanger or two.

 

[AKL_Megs]

Great point. Don't be fooled into thinking it's all just about coat hangers. The places we do business with need our business. As consumers we don't have many options - taking our business elsewhere is one of them. Although I probably would have bought the coat anyway, I applaud the OP for taking action when I would have just gone home and complained about it. In the end Macy's didn't get her money and that's the only thing that will work in the long run.

I can't imagine you and some other posters actually WEARING a coat out in public if you think that it would've gotten so ruined on a trip home from the store in a bag.

You are so absolutely right! LOL! I guess for me, it's more of, I am here at your business spending $250 on a coat. I would like SOME sort of hanger to transport my purchase home, so it is clean and fresh for the first time I choose to wear it (out into that dark, dirty world! )

For me, it isn't about the hanger, but more, them not caring that I am dropping almost the amount I would for a standard washing machine, and I can't even have a hanger to get it home with. But like I said, I would have still bought the coat...

 

[NikitaZee]

It's a HANGER for pete's sakes!! The clerk didn't berate her, or throw things, or hit her with the hanger....she didn't get a HANGER with her purchase!!

Without doing the math, if the coat was originally $425 and she was getting it for $200, that's more than 40%, and with that savings, could've bought a hanger or two.

Why should she have to? If I go to a jeweler and spend $200 on a gold necklace, I expect it to be in a box. If I spend good money on a nice coat, I expect to be able to bring it home without having to iron it or bring it to a dry cleaner to get the wrinkles out. Like I said, it's not just about a hanger. Companies everywhere are finding ways to nickel and dime us to death - and at some point we all will have enough of it. The OP sees it happening at Macy's and chooses to get her coat elsewhere. She never said she was berated or abused - she said that she feels customer service is declining.

 

[S. C.]

Why should she have to? If I go to a jeweler and spend $200 on a gold necklace, I expect it to be in a box. If I spend good money on a nice coat, I expect to be able to bring it home without having to iron it or bring it to a dry cleaner to get the wrinkles out. Like I said, it's not just about a hanger. Companies everywhere are finding ways to nickel and dime us to death - and at some point we all will have enough of it. The OP sees it happening at Macy's and chooses to get her coat elsewhere. She never said she was berated or abused - she said that she feels customer service is declining.

I'm glad OP did what she felt she had to do. But in my pocket a savings of $200 on a coat could of bought a few REALLY NICE hangers. I'm sure the clerk folded it nicely and didn't just stuff it into the bag, with careful handling I would think it would of made it home safely and clean with very few wrinkles. I would rather have the $200 savings but that's just me.

 

[bicker]

I try to explain that he is losing a $200 coat sale for a $10 hanger, along with any potential good feelings I may have had about the store.

I think the math, though, factors in that that won't happen with the vast majority of consumers, and so the net-result for the retailer is positive. There are a lot of aspects of cost versus service quality that end up with anecdotal instances such as yours but in the longer-range view is still a better approach for retailers.

What killed service in this country was the general attitude of the mass-market consumer, who now care so much more maniacally about getting a good price that they drive all motivation to provide better customer service out of the market.

Another major contributor to this is the American investor, who punishes companies that fail to put forward genuine and conscientious attention to the best financial interests of the owners of the company. Every dollar invested now needs to compete with every other possible use for that dollar, including investing it in something else that is more investor-focused. Unlike with mass-market consumers, there is real damage done to a company when investors feel short-changed: They withhold their confidence and their money, and that not only makes it more difficult for a company to raise capital, but is also increases the interest companies have to pay just to cover operating expenses. By contrast, consumers just jump from one cost-cutting retailer to another cost-cutting retailer, each one gaining from the system as much as it loses.

So, my question is are we accepting lousy service and lousy quality because its a recession?

I think the "acceptance" aspect of this, on the part of consumers, goes back a long way. Southwest, for example, introduced the ideal of living without a reserved seat, and living with the impact of other cost-reductions, in return for lower fares, many years ago, and perhaps single-handedly destroyed the business model for full-service domestic airline service. Birthed in the 1970s, the low-cost air travel phenomenon sky-rocketed after the airline industry was deregulated in 1978. These time-frames generally coincide with the phenomenon's ascendancy in other consumer-facing business sectors.

I notice it here on the Dis. Whenever some one vents about bad food quality or a rise in prices at the world, we (I do it too) say "well it's a bad economy, every one's cutting back.

While the recession definitely tilts the balance toward cost-cutting, I think it is important to recognize that it just moves us from a mode whereby the trend is moving slowly in that direction to a mode whereby the trend is moving fast in that direction: The recession just changed things from slow cost-cutting versus fast cost-cutting, not service improvement versus cost-cutting.