Initial Business Response /* (1000, 5, 2017/04/11) */
Contact Name and Title:[redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
The Kipper snacks that the customer is complaining about are not $2.99 they are $1.49 with a $1.99 value price. The Price that the...
customer saw was for Caviar that we had previously sold out. I am happy that the issue of the price being in the wrong place was brought to my attention especially since this was done by an employee who we just hired. This is a good learning tool for them.
As for where Grocery Outlet get their price comparisons from, they use standard box stores for price comparisons such as [redacted] etc. [redacted] and [redacted] are harder companies to compete with and we do not always beat their pricing. Most stores have a High/Low pricing method where they will lower the price of certain items to draw customers in then raise the price up the next week. Our company maintains low pricing all the time, our buyers are constantly comparing prices to other stores and if we are not able to offer a great deal for our customers we do not buy the item. This is why our inventory is never the same as a standard grocery store.
We have a no tolerance freshness policy as for our product being dated. Our store has a manager that is here 24 hours a week just to work on dates and I am sure there are dates she misses but we are quick to take care of any dated items and get them off our floor when we find past dated items. We also donate items to the Reno Gospel mission food bank so nothing goes to waste.
We also have a 100% money back guarantee return policy on anything in the store. If for what ever reason any customer was unsatisfied we are more then happy returning the item.
We are not like other grocery stores and also not corporate america. Yes we do have a big brother so to speak who is Grocery Outlet INC, but we are all independently run and operated. My family live here in this community and contribute to the local schools, food bank, and donate to many causes.
If this customer wanted to get their complaints answered and wanted to have a better understanding of how our business works all he had to do was come in and ask for the owner, my husband and myself work 6 days a week. We even sometimes bring our kids in with us so that we can raise our own children and not put them in child care. We are a very close family at Reno Grocery Outlet and work as a team to make a fun and relaxing environment in our store.
I am more than happy to answer any further questions or concerns this customer may have. Any opportunity to educate anyone about our business is welcome. Any complaint or concern about how we run our store is also welcome so that we can fix any problems that we may have and use them as training tools for all our employees.
Initial Consumer Rebuttal /* (3000, 7, 2017/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had gone to [redacted] and purchased kipper snacks there for 1.28 and brought them back to grocery outlet and showed the manager and told him that he was selling his kippers for over twice the price. And his response was that pricing comes down from corporate and asked me: What do you want me to do say I'm sorry ?. I walked back in the store a few days later and the price was the same 2.99 and it was not labeled Caviar. So basically everything else that they said doesn't mean a damn thing.
Final Business Response /* (4000, 9, 2017/04/17) */
I am not sure what this customer is looking at. As soon as I received the complaint in the mail the $2.99 Caviar sign was replaced with the kipper sign that says $1.49 with a $1.99 value. Unless this customer came into my store before the issue was brought to my attention it is fixed. I personally saw the change and have pictures of the item with the $1.49 price. The sign for $2.99 also clearly says Season Black Caplin Caviar above the price. Which I also still physically have in my office. As for my manager response to this customer, he is right that corporate does set the pricing for all product in my store. But that is irrelevant due to the fact that the wrong sign was in the wrong place. I have also NEVER received kippers in my store for any other price than $1.49. As I stated in my first response that the customer felt did not mean "a damn thing" I am always willing to personally talk to anyone about any concern or questions regarding my store. I do not have anything to hide and am not some conspiracy towards the working American Public, especially since I am apart of that public. I am trying to resolve this issue but this customer does not seem to want a resolution, he just seems to want to complain. Since he is unsatisfied with my response what would satisfy him.
Final Consumer Response /* (4200, 11, 2017/04/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It seems it has come to a battles of wills, I'm truly blind, I can not read, and therefore probably didn't see the price or the name of the product, I probably wasn't even in a grocery outlet store it was probably [redacted]. So what I'm about to say doesn't matter at all , but here it is: In over a decade of shopping at grocery Outlet. I have watched it go from a store that received goods form other stores based on expiration that would be sold at half or less than half price for quick sale. and believe me the expiration date is more than just a guide line
this is why larger stores get off there old inventory so they can keep rotating new stock and keep their merchandise fresh, selling close to expiration stock to Grocery Outlet, thus creating a quick sale store for people are willing to take a chance to try and save some money. Only through the years the deals started to disappear. Grocery Outlet was never meant to compete with anyone, after all who would pay full retail for something
that they can get fresh at other store for less ??
I truly believe the you should be able to list what other stores sell the same products for less, instead of just stating "ELSEWHERE" $100.00 Grocery Outlet $ 99 cents. You can fool all of the people some of the time and perhaps some of the people all of the time, but you will never fool me again
Initial Business Response /* (1000, 5, 2017/04/11) */
Contact Name and Title:[redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
The Kipper snacks that the customer is complaining about are not $2.99 they are $1.49 with a $1.99 value price. The Price that the...
customer saw was for Caviar that we had previously sold out. I am happy that the issue of the price being in the wrong place was brought to my attention especially since this was done by an employee who we just hired. This is a good learning tool for them.
As for where Grocery Outlet get their price comparisons from, they use standard box stores for price comparisons such as [redacted] etc. [redacted] and [redacted] are harder companies to compete with and we do not always beat their pricing. Most stores have a High/Low pricing method where they will lower the price of certain items to draw customers in then raise the price up the next week. Our company maintains low pricing all the time, our buyers are constantly comparing prices to other stores and if we are not able to offer a great deal for our customers we do not buy the item. This is why our inventory is never the same as a standard grocery store.
We have a no tolerance freshness policy as for our product being dated. Our store has a manager that is here 24 hours a week just to work on dates and I am sure there are dates she misses but we are quick to take care of any dated items and get them off our floor when we find past dated items. We also donate items to the Reno Gospel mission food bank so nothing goes to waste.
We also have a 100% money back guarantee return policy on anything in the store. If for what ever reason any customer was unsatisfied we are more then happy returning the item.
We are not like other grocery stores and also not corporate america. Yes we do have a big brother so to speak who is Grocery Outlet INC, but we are all independently run and operated. My family live here in this community and contribute to the local schools, food bank, and donate to many causes.
If this customer wanted to get their complaints answered and wanted to have a better understanding of how our business works all he had to do was come in and ask for the owner, my husband and myself work 6 days a week. We even sometimes bring our kids in with us so that we can raise our own children and not put them in child care. We are a very close family at Reno Grocery Outlet and work as a team to make a fun and relaxing environment in our store.
I am more than happy to answer any further questions or concerns this customer may have. Any opportunity to educate anyone about our business is welcome. Any complaint or concern about how we run our store is also welcome so that we can fix any problems that we may have and use them as training tools for all our employees.
Initial Consumer Rebuttal /* (3000, 7, 2017/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had gone to [redacted] and purchased kipper snacks there for 1.28 and brought them back to grocery outlet and showed the manager and told him that he was selling his kippers for over twice the price. And his response was that pricing comes down from corporate and asked me: What do you want me to do say I'm sorry ?. I walked back in the store a few days later and the price was the same 2.99 and it was not labeled Caviar. So basically everything else that they said doesn't mean a damn thing.
Final Business Response /* (4000, 9, 2017/04/17) */
I am not sure what this customer is looking at. As soon as I received the complaint in the mail the $2.99 Caviar sign was replaced with the kipper sign that says $1.49 with a $1.99 value. Unless this customer came into my store before the issue was brought to my attention it is fixed. I personally saw the change and have pictures of the item with the $1.49 price. The sign for $2.99 also clearly says Season Black Caplin Caviar above the price. Which I also still physically have in my office. As for my manager response to this customer, he is right that corporate does set the pricing for all product in my store. But that is irrelevant due to the fact that the wrong sign was in the wrong place. I have also NEVER received kippers in my store for any other price than $1.49. As I stated in my first response that the customer felt did not mean "a damn thing" I am always willing to personally talk to anyone about any concern or questions regarding my store. I do not have anything to hide and am not some conspiracy towards the working American Public, especially since I am apart of that public. I am trying to resolve this issue but this customer does not seem to want a resolution, he just seems to want to complain. Since he is unsatisfied with my response what would satisfy him.
Final Consumer Response /* (4200, 11, 2017/04/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It seems it has come to a battles of wills, I'm truly blind, I can not read, and therefore probably didn't see the price or the name of the product, I probably wasn't even in a grocery outlet store it was probably [redacted]. So what I'm about to say doesn't matter at all , but here it is: In over a decade of shopping at grocery Outlet. I have watched it go from a store that received goods form other stores based on expiration that would be sold at half or less than half price for quick sale. and believe me the expiration date is more than just a guide line
this is why larger stores get off there old inventory so they can keep rotating new stock and keep their merchandise fresh, selling close to expiration stock to Grocery Outlet, thus creating a quick sale store for people are willing to take a chance to try and save some money. Only through the years the deals started to disappear. Grocery Outlet was never meant to compete with anyone, after all who would pay full retail for something
that they can get fresh at other store for less ??
I truly believe the you should be able to list what other stores sell the same products for less, instead of just stating "ELSEWHERE" $100.00 Grocery Outlet $ 99 cents. You can fool all of the people some of the time and perhaps some of the people all of the time, but you will never fool me again