That is what I am getting at... The customer should not have to fight for it, they should be able to present what they have and based on that, either get it or not.... In my case, I feel I have a valid presentation, but again it is easy for any retailer to not agree and deny it.

Again, buyer beware... I feel I have tested their Price Gaurantee, and they failed. Oh well.

Edit: sorry I didn't answer your final question.... They don't think our sponsors that I gave as examples qualify... Our sponsors have storefronts, and did qaulify based on what they promote... Also, I gave the actual manufacturer as an example, which everyone who has storefronts is selling at the same price as them or for a few bucks more. For a store example Oceanic Corals sells it for $289, they are a storefront and online, but their storefront presence doesn't qualify?

I didn't say you were an idiot. I said you were incorrect. I'll try again:

I'm not trying to misquote you, merely highlighting the bolded portion. Big Al's retail outlet in Calgary is not ignoring any price guarantee that you've posted. It specifically states in the online agreement that those terms apply ONLY to the online stores and ONLY to sales at other online outlets.

My point is this: You've claimed that Big Al's is ignoring its Price Guarantee as found online. I'm telling you it doesn't apply to Big Al's in Calgary. Unfortunately, being limited to the online store, Big Al's has every right to refuse to uphold them.

Now, if they have a different IN STORE policy that was guaranteed to you (check the back of your receipt?) you may have an argument. Or find that pamphlet.

I gave the online page as reference, as they don't post the retail store policies on the corporate website. But in-store they do promote this also, but they state online sites don't qualify. Well I gave retailers that have storefronts, but that isn't good enough. Why? because they deal online also?

Edit: next will they hide behind things like the storefront has to be as big as them, they have to have at least as many staff as them... Sounds like they make up the rules depending on the circumstance.

One final thing before I go to bed, I think Big Al's handled the situation poorly. Given the importance of customer satisfaction in an age where you can sit at home and order the same thing for less (and much more conveniently), I think they've alienated the customer. And given the rather small population of hobbyists in Canada, I think good word of mouth and having happy customers is of utmost importance.

With that in mind, though, my point remains that they've done nothing wrong, nor - from the evidence provided - are they obligated to correct. As a private business, they are free to create the rules they run their business upon. Businesses can hide behind whatever rules they like - sometimes to their own detriment - but that doesn't mean they owe the consumer anything (which is why I avoid large chains in general).

The simple answer might be because the Calgary store is a franchise and is competing with the Big Al's Online store. I have no idea how Big Al's corporate structure works, but it's possible that the online retailer is another entity entirely and not affiliated with the Calgary location at all other than by name.

Mikey, well put and I do agree with most points.

Even though I don't agree with what happened to me, it is their business, and they can do what they wish... I just wanted to post this poor attempt to customer service and customer retention. They failed at both.

Edit: I am not going to give Big Al's credit for this, but the skimmer is working like a hot damn. So support the Canreef Sponsors, buy from them, they are cheaper.

Of coarse they have all these expenses to worry about. On-line stores have huge warehouses that they have to pay to have the goods shipped in, orders over $35 ship free from Big Al's so guess who's paying for the shipping, the warehouse doesn't come for free (lease, taxes, utilities), lots of warehouse people to pay salaries to, plus customer service reps and people doing the accounting/billing. They have all the expenses of a retail store but since it's on a much larger scale and don't have customer wandering around the warehouse it can be done more efficiently and they also don't have the live animals to deal with reducing costs further.

I wonder why the other LFSs that many of us frequent are so untouchable. I've had the same experience with EVERY LFS in Calgary - bar none. It is very disheartening to price something with JL, drive to a LFS only to be quoted 20% more. I've just accepted that buying locally means paying more. The sad part is that this also means that I avoid buying locally.

I know that there is loyalty pricing offered at the stores here in Calgary. I'd like the owners of these stores to read this and understand that this approach is counter productive. If I had been offered the best price from the start, I would have spent A LOT more money locally.

As an extreme example: when I looked for quotes for my new tank, our favorite store here in Calgary felt that it was appropriate to mark it up by $1200 and then had the balls to tell me that they were doing me a favor? All they were actually doing was brokering the deal with the builder. It's unfortunate all around, but I haven't been back to that store.

isn't it nice to actually get to bitch about non sponsoring lfs'?

Well, we expect that if one has a concern with one of our vendors, that they express their concerns and/or compliments in that vendor's forum. That's the purpose of the sponsors having forums.
For non-sponsoring vendors, please keep reviews accurate without name calling, and use reasonable judgement in your post. If you're upset about impulse shopping, try not to impulse post about it.
Also keep in mind that should you receive good service from a store, you mention that too.
We want to strive towards sharing knowledge within the community, but we want to ensure a respectful and mature approach to it.

+1, people commenting on the contrary to what I am trying to explain are not realizing this, thanks for this point of view. In my opinion, I don't think online or local should be a factor... If they sell the same product, and they carry it as stock, who then cares if it is online or not. Things to consider as the retailer and customer is the cost of shipping. This is why I was accounting a cost for overhead and shipping, even though the selling price would most likely already have a padding for some of this stuff.

I am a believer that price things fairly. You may not make the big cash on each product, but then do the volume. It is funny you stated this, because if I didn't already have a business, I would seriously consider opening up a LFS in the South of Calgary, and if I did, watch out.... But it isn't happening, at least for now. Anyone want to buy an internet/hosting biz? HEHE

Will you price match? :mrgreen:

Aquattro,

There is no reason for poking at me for impulse buying... That isn't what this thread is about, so why keep changing what this thread is about.

CUSTOMER SERVICE, OR LACK OF
PRICE PROTECTION GAURANTEE, AGAIN OR LACK OF
OVER PRICING, OR PRICE GOUGING

Sorry, but I feel you are out of line. I know you are a moderator, but please use some judement yourself.

That is the problem with all forums, it is too easy to take a fragment and run with it, twist it to your purpose. It is too easy to attack because we are all hiding behind a computer screen.

Basically in my case, with all that is posted, you should get what I am trying to say. Sorry if it may be fragmented, but it is all there. Overall it isn't the money, I really don't care. I have money, lots of it, so again I REALLY DON'T CARE! But what I do care about is the principals of life, being treated fairly. And with my case with Big Al's, they promote certain things, I felt comfortable based on what policies they promote. But when called upon to use these policies, it fails miserably. SO IT IS THE PRINCIPLE OF THINGS, and telling others of this is my right. You are correct about promoting good service, and I do that also. It does work both ways.

I understand what you're saying, and I agree, customer service is lacking and as a manager of a store I would have made it right for you. But, this store is not willing to do that, and as a consumer you need to shop elsewhere. It's that simple.
If service and pricing are priorities in your purchasing plans, you need to investigate beforehand, which you did not.
Big Al's service has been discussed for years, and everyone knows they're more expensive. so in my mind, the mistake was yours for making the purchase. It was an impulse buy that you regret, and aren't willing to take the blame for.
It's also been stated many times in this thread that people have been happy with their experience at this store, especially certain staff. So buyer beware is a bit out of line. I think it's more like "Impulse Buyers Beware" because if you make a mistake, the store won't correct it for you.

HEHE, yes I would... This is what I believe Price Matching Criteria would be. Do remember I ran retail stores, and this is what I had based things on in the past.
- If it is an advertised sale price, is it in stock and ready for sell... Remember you can advertise/quote any price, but if they don't have stock, they are not prepared to sell it to you.
-If it isn't advertised, but ticketed in the store or online. Check online to see price, or call the location. Also verify that if I come down now/order now online, is it in stock. If so, price match, or even beat.

The big thing I would consider when matching/beating an online price, is the shipping. If the online presence includes shipping then you match or beat the online price. If the customer has to pay shipping, then the retailer should be able to remove that from the matching price, as this is a legitmate cost to him to bring in product. The retailer would even benefit, remember this, shipping for him would be cheaper, as he is bringing in bulk, not just one. So the shipping cost is divided into the number of units, it would almost always workout cheaper then.

I hope this makes sense, very basic... Easy to understand, and works for all parties. Also remember, I am not just making this up... It is what I use to do at Visions, Soundsaround... I have family at FutureShop/Best Buy and they have the same approach.

Point taken, and I agree.

I don't think buyer beware is out of line... I am stating with all these posts, that don't put any validness in their pricing gaurantee that they promote in store. So BEWARE!!! If you find it cheaper, have fun trying to collect. Again it has nothing to do with impulse buying, so I don't accept that...

Let me throw it at you differently. Say I am happy with the price I paid, but lets say the price went down $100 after one month. Let's say, the online Big Al's website was cheaper by that amount. Let's say the manufacturer also was cheaper, and lets take it further and say Oceanic Coral had it in stock and also dropped it by $100. If Big Al's didn't honor the price gaurantee, then how is my current situation any different to say a month down the road. It really isn't.

This is probably one of the most ridiculous things I've ever read. Buying online is almost always cheaper than purchasing locally. You purchase locally for convenience, service and to support local buisness. The service you received sounds more than fair, they did more than they had to by giving you a credit. If you want ma and pa service then shop at a ma and pa store.

Then I don't know what LFS you deal with (actually I probably do, but won't mention any other names here, tired of being beat up by you all). I have spent probably close to $20K on fish stuff over the years (mostly locally) and find my LFS are generally inline with online presences. If you don't see that, then you need to find new LFS's... Any LFS that isn't inline, will usually match prices like JL to get the business... At least for me they do.

I can recommend one in Calgary if you need it... An no, it isn't Big Al's... And before you all bash me on this statement. Shame on me, I should of just ordered it from him. Oh well.

Boy I can see why sponsors like Oceanic Corals left.... comments, attitudes and ignorance like this makes me want to bash my head against a brick wall...

I think I am done here, take my experience as you wish all, have fun... If you choose to buy from Big Al's, again I say DO SO AT YOUR OWN RISK.

Are you joking? The only comments, attitudes and ignorance that are out of line here are your own. WOW!

No comment. We have a difference of opinion.

If your LFS is so great why didn't you purchase the skimmer from them??

K, why you asking this... didn't I already state, shame on me... You just trying to get another post added, or you really trying to be this way. Sorry if I am coming on strong here, but REALLY!!!

It is like I stated prior, it is too easy to pick and choose what you want to read and reply to, in order to fit your needs.

Mods, I think it is time to lock this thread, I myself am very tired and beat up here. Thanks all, really appreciate it!!!

I'm just curious, I think that perhaps you purchased it from there because it was convenient or perhaps other stores don't stock it. In either case a store in a more convenient location with more stock will clearly have more overhead and therefore higher prices. So yes shame on you, not for buying the skimmer, for raising this ridiculous complaint and attack on one of our local businesses.

One thing I do like about Big Al's is that they have a point system, its kind of neat to have a membership and I like that one day I might get something back. I also like how if you know what you are looking for you can just pick it up and head to the cash. Its nice that they have lots of staff on hand rather than having to wait. I find Big Al's is like the best buy of aquarium stores everyone has had good and bad expreiences.

I'm more of a fan of Calgary's smaller stores, I love that they remember me and will ask things like "Did you ever get that R/O unit working?" When the smaller guys build that customer relationship its hard not to come back. They look after me and in return i keep coming back. Its nice when someone will actually not sell you a product because its not right for you. I'm sure the fish and coral are also happier beause of it.

Actually if you want to whole story, I went in to get the Hydor 1000 they had. I have one already and wanted a second unit. But what they had wasn't complete. The price on that was what I paid before, and is inline with the market. So I took a trip to get one skimmer, but couldn't get it. In the past the Big Al's online website has had reasonable, and I would say in-line pricing with most other online or LFS pricing. And I knew the price of the SWC unit on the website. And when I couldn't get the Hydor, I asked if the SWC on the shelf was the same price as online. In the past the store was usually 30-40% higher than their website and others. So because it was the same price, and they told me it would out perform my hyder... Kent even called edmonton, and that is what they said from experience, I bought it.

It wasn't until that evening I found out that that product was inflated. So I tested their price protections and it doesn't work. In finding out this, I researched and found legitamite retailers that have product and will sell to me. So I tried to present everything to Big Als, but they denied the price protection. Again, I am not worried about the money, just want others to make sure they don't get ripped. Money may not be a big deal for me, but it may be to you and others, just trying to help.

Oh well, life goes on.

SWEET JESUS!!! To all involved lets call this an agreement to disagree, a draw, someone blink and lets go on to something else....

Have s good day :^)

Wow that all sounds like pretty good service to me. Did you know that good staff costs money? I'm not sure if you're aware of this but when a business has extra expenses like staff it adds to their overhead.

I'm pretty sure it is about the money, there really isn't anything else to complain about.

You know what we should do? Open a business with the best location, most stock, best service and lowest prices. Man what a break through, we're going to be rich! :lol:

Actually, I run a business, and have done so for many years. Before running my own business, I ran other multi-million dollar companies with 30-40 staff, millions of dollars in stock (electronics). So yes, I know what it takes.

I can tell you this, at no time have I ever over charged for a product based on my overhead... I will always base pricing on current market rates, or what other retailers are selling for. If you can't sell it and make money on it, without gouging, then don't sell it and find other products. And if you offer price protection, then stand by it, or don't offer it at all.

Plain and simple.

Well, I think this has played out enough, and we're not going to get everyone on board to one way of thinking.
Lots of good and bad brought up about this store, so with a "buyer beware" warning for any and all retail purchases, we'll call it a day.