I used to write quite often about bad service in South Africa, yet quickly realised that I would have to hire a team of people to keep up to date with just my experiences as South African service is so bad.
Over the last few weeks many experiences have got me “up in arms” but I overlooked them, including an unpleasant incident at Nu Metro Canal Walk recently.
But this mornings Kauai incident has spurred me to blog action.
After a heated game of tennis at the Virgin Point, (I’m currently nursing a swollen ankle), we headed to Kauai to enjoy some breakfast.
We ordered 2 smoothies and 2 bowls of Power Oats - the one with banana, nuts, maple syrup - I had the power oats, and at R13.95 thought it was AMAZING value for money, as it tasted so good.
In the space of 3 minutes this was the experience:
1. Handed a card to pay and was told that the machine wasn’t working. No apology! “The machine isn’t working” - no problem, I had some cash on me (luckily)
2. We had one of those coupons from Mens Health where you buy one smoothie from Kauai and get one free (Thanks Mens Health!) - we asked for our stickers (you know where you fill the card with 10 stickers and get a smoothie free - Jade always has one of them with her) - we were told we were getting a free smoothie and couldn’t have stickers - No apology! I mentioned the card didn’t mention anything about not getting a sticker. Another shrug. No stickers!
And now came the part that prompted me to action…Â
3. I used a R100 note to pay, and in my mind worked out that I should get back about R54. I got R50 back. So I asked why they had short changed me?
The cashier (Kauai - if you want her name, just ask - I decided it’s not right to mention her name), pulled out the 2 slips (as she had some reason for ringing up the smoothies and power oats separately) and showed me the smoothie was R17.95 and the Power Oats were R15.95 each…
Hang on!!!!! The HUGE board in the background showing the options and prices showed the Power Oats at R13.95. I explained to the cashier that we had taken the cheaper option - NOT the R15.95 option.
Her answer? “The board is WRONG. Look in the menu. You’ll see the prices have gone up!”
But the board says R13.95. Isn’t the customer always right? Have you been charging EVERYONE an extra R2 and not telling them? Now that I’ve pointed that the board says R13.95 aren’t you going to charge me that price?
NO!!!!
Kauai - Your smoothies are great, your food delicious but for R2 you have let me down considerably!Â
9 responses so far ↓
1 Darren // Jan 28, 2008 at 11:58 am
Hi Eric
Excellent point on the hidden value that people just don’t see - how a measly R2 is worth so much more! Pity that so many businesses make cost cutting decisions in the same way - looking at the Rand value they’re gaining and not the “x-value” they’re losing in the process.
Also, with companies going on about the cost of attracting new clients being so high, you’d think R2 to retain a customer would be considered dirt cheap.
So I guess you’ll be dining somewhere else next time you’re nursing your tennis injuries?
2 Eric // Jan 28, 2008 at 2:29 pm
Hi Darren,
Got a reply from Kauai this morning…
“Dear Eric
Thank you fort taking the time to contact us. I do apologise about any
inconvenience caused. I have contacted the store & they should have
corrected the menu panel with the price increase some months ago. I will be informing the general manager & regional manager to take action immediately as the store managers actions are not up to standard.
Do you have a contact number that I can contact you on?
Thanking you
Deborah van Veyeren
Customer Services”
3 Darren // Jan 28, 2008 at 2:51 pm
Glad to see you got a response, although its a pity it is not aimed at you as customer, and as far as I can see, doesn’t in any way entice you back. When I read it, the reply just states that their prices are now more expensive ["corrected the menu panel"] and that their stores need improvement [everyone can improve at something, so this is not news].
Where’s the “thanks so much - we’re sorry you had to pay more. please find 5 vouchers for free smoothies plus a “Kuaia’s got my number” cap and t-shirt enclosed. can’t wait to see you back!” Hmmm, perhaps like most businesses, customer services is just a complaints department in disguise, which is a great pity and a sad waste of an amazing opportunity to generate goodwill, even if only on one blog - you never know who might read it.
4 Eric Edelstein » you asked // Jan 28, 2008 at 5:36 pm
[...] Question for Kauai - Do you want to negatively affect your brand for only R2? [...]
5 Molo // Jan 29, 2008 at 8:59 am
Had a similar experience driving down from JHB this weekend. Picking up 4 red bulls (its a long drive) at the Shell station there for a special of R55 for four. Paying them they charged me R76 for them. Frown. And I only found out because I thought I might pay by card. I tell them about the stickers all over the fridge stating R55. Lady Frowns. Managers comes out, looking disturbed. Looks at me. Listens. Says: “R55 was in December Special”. Nothing more. I Look at him. Not sure whether he’s aware of the fact it’s almost Feb. He’s not bothered. I take the R21 more expensive 4 Red Bulls and leave. I have another 1000km to ponder..
6 SG // Jan 29, 2008 at 2:43 pm
Although I think the power of the consumer should actually rule the marketplace, I don’t think Kauai did anything wrong other than neglect to update the board, and inconveniently have the Card machine not working, (WHICH MAY NOT HAVE BEEN THEIR FAULT!). Also it’s standard practice that you can’t take at advantage of two promotions on one product at the same time. You queried the price, that you were charged, they pointed out the prices had changed. At this point you had the right to cancel your order now knowing the real price. At worst they could be accused of negligent management.
The real power of the consumer is to take their money elsewhere.
7 Jacques Marneweck // Jan 29, 2008 at 7:40 pm
Reminds me of the occasion I stopped off to get some Cappuccino Cake slices from one of the Limnos stores which I really enjoy. Paid for three slices and a take away cappuccino. Discovered that the manager conned me out of one slice when I paid for three.
So I’m sticking to getting coffee at Seattle again. Eric have you tired Sumo for health food? I’ve been a couple of times and prefer the food their to the food at Kauai.
8 Eric // Jan 29, 2008 at 10:37 pm
@Jacques have eaten at Sumo a few times. they’re part of the Vida group if memory serves me right. Like that you can order a coffee from Vida next door
9 When you’re your own worst marketing nightmare « Ant’s World // Feb 2, 2008 at 10:47 am
[...] Eric Edelstein wrote about a great breakfast he had at Kauai, but which left a bad taste in his mouth because their menu boards hadn’t been updated. He was charged R2 more than the price on display. [...]
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