I understand that coupons can’t apply to every little thing. I get it.
But what I hate is when stores offer the coupon as “X off of any order!” when in fact, there are so many orders that aren’t okay.
This is an actual set of restrictions for a “20% Off Any Order” Office Max coupon:
“Valid online only. Limit one per customer. Coupons are non-transferable. Cannot be combined with any other offers or coupon codes. Not valid on purchases of printers, computers, monitors, televisions, digital cameras, lens accessories, camcorders, MP3 players, digital photo frames, GPS systems and accessories, eReaders, eReader accessories, video game consoles, video game accessories, projectors and accessories, fax machines, tablets, iPad accessories, shredders, shredder supplies, cash registers, typewriters and supplies, copiers, scanners, HP products, networking hardware, hard drives, headphones and clearance items. This offer is not valid for customers placing orders on OfficeMaxSolutions.com, maxbuyer.officemax.com, OfficeMaxCommercial.com or Government.OfficeMax.com. Coupon does not include tax and shipping. Online coupon offers cannot be used for OfficeMax ImPress® Print & Document Services, Ctrlcenter® services or any other service powered by a third party website.”
Seriously?! That is SO far from “any order” that… uh… it’s Sarah Palin and the “any order” is Russia. (Much funnier if you’re from Alaska and know you can’t see Russia from your front porch. And it if it were four years ago. Moving on.)
If you don’t want to discount everything, fine. That’s okay. Customers understand. They grouse, but they know you’re not going to give them $20 off a $100 gift card to your own store.
You know what actually pisses customers off? Getting their hopes up and then being told the stuff they want isn’t included.
We understand you can’t discount everything. We expect that store GCs and clearance is going to be off limits. It’s the rest of the laundry list that flabbergasts me.
More importantly, it sows badwill, and it makes customers distrust you overall.
The basic rule here is: Just don’t use the word “any” when you really means “some.”
Yes, “20% off some orders” isn’t nearly as exciting. But I’m sure you have excellent marketing teams, so just set them to work.
And finally, I feel the need to ask: Shredders? Really?
GPS, MP3 players, copiers — that stuff I can kind of wrap my head around.
But shredders?! Do you really think that many people are thinking, “Oh, good, a sale! Now I can get that shredder I’ve had my eye on!”
What makes shredders so integral that your business can’t spare a few discounted ones?
Do you really think there will be a run on them?
That the hordes will descend on your store like locusts and clear out the shredders section? And that your shareholders will be left standing in the ruins of your last, closed store bewailing, “If only we hadn’t discounted the shredders!”?
Seriously, OfficeMax, work on those coupon restrictions.
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{ 5 comments… read them below or add one }
I totally agree with you on this one…I have seen this so many time, Toys-R-Us is another one, I have read the terms to some of their coupons and offers and thought that it would have saved them effort and ink if they had just printed what WAS included!
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LOL!!!! I knew there was some reason I didn't shop at Office Max.
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Abigail Reply:
September 24th, 2012 at 3:37 pm
Because you wanted a shredder?
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Abigail Reply:
September 24th, 2012 at 3:37 pm
Because you wanted a shredder?
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Another good one for this is Macy's. I immediately toss the twenty gazillion coupons they send me each month because when I used to try and use them they were NEVER good for whatever I was purchasing. I have older eyes that have a hard time reading all that fine print so just stopped shopping at Macy's. Not worth the hassel.
And what exactly is a "shredder supply"?
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Abigail Reply:
September 25th, 2012 at 9:05 am
Oooh, Macy's! I forgot about them! Luckily, I've always been able to skirt those restrictions (back when we actually shopped there, which is to say back when we actually shopped for clothes). Ulta is like that too, though those restrictions keep me honest! (No pretty Smashbox/Bare Minerals stuff! Just wait for the shampoo or sunblock you use to be on sale!)
As for shredder supplies… I assume they mean blades?
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Abigail Reply:
September 25th, 2012 at 9:05 am
Oooh, Macy's! I forgot about them! Luckily, I've always been able to skirt those restrictions (back when we actually shopped there, which is to say back when we actually shopped for clothes). Ulta is like that too, though those restrictions keep me honest! (No pretty Smashbox/Bare Minerals stuff! Just wait for the shampoo or sunblock you use to be on sale!)
As for shredder supplies… I assume they mean blades?
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My local chain craft store does this! They will put a 50% off coupon in their Sunday ad. But they put everything worth buying on sale for 10-20% off, making the coupon worthless.
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Abigail Reply:
September 25th, 2012 at 9:06 am
Oh, yeah! I forgot that Joann's and Michael's like to do that, too. Though I just wait until the item isn't listed and pounce. And bring Tim with me so we can each get one. And, when possible, a competitor's coupon (which both honor) for each of us. So we can get four at a time.
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Abigail Reply:
September 25th, 2012 at 9:06 am
Oh, yeah! I forgot that Joann's and Michael's like to do that, too. Though I just wait until the item isn't listed and pounce. And bring Tim with me so we can each get one. And, when possible, a competitor's coupon (which both honor) for each of us. So we can get four at a time.
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Look at it this way, you know there are going to be exclusions. Even in ads where the store claims everything is on sale you know that's not really the case. Would you rather have the coupon you quoted say "some exclusions apply. See store (or website) for details? I would rather know going in that I can't get such and such with a coupon.
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Abigail Reply:
September 25th, 2012 at 10:02 pm
Pamela, I understand that exclusions apply. And, yes, it's good to know going in that the item you want (cough, cough, shredders!) isn't on sale. But it's just a tad ridiculous to have that many exclusions. Or rename the sales so that it's a tad more accurate.
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Abigail Reply:
September 25th, 2012 at 10:02 pm
Pamela, I understand that exclusions apply. And, yes, it's good to know going in that the item you want (cough, cough, shredders!) isn't on sale. But it's just a tad ridiculous to have that many exclusions. Or rename the sales so that it's a tad more accurate.
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