Hein Gericke...Loyalty Points and Sales.

[Lonewolf]

Just a minor point but something that'll save you money so that has to be a good thing.
I was very fortunate yesterday that my wife suggested we go to Hein Gericke at Leeds and buy me some bike gear (if I wanted to) ::)   as an early Birthday pressie as they have a sale on. Apparantly she wasn't winding me up either. I ended up buying some gear, a jacket and pants and got my discount under their current promotion. I then produced my Members Card and asked for the loyalty points to be added. The salesman stated that unfortunately it was one or the other, you couldn't get the discount and the points. I pointed out that that was not what it said on their web site, long story short is that they stuck to their guns and said discount or points. I went for the discount.
This morning however I telephoned Hein Gericke's head office at Harrogate and explained the situation to them. They clarified and confirmed the situation by saying that customers are still entitled to the loyalty points on what they actually pay not on what the original cost of the items were. Which makes perefct sense to me, remember I hadn't been given any points. So HG HQ allocated the missing points, (3800) to my card and sorted the matter out with no fuss whatsoever.
Just something to bear in mind should this get repeated at any other branches. Knowledge is power as Reg Holdsworth used to say.  ;D

[Barry7]

Well done Lonewolf, I am planning a little shopping trip to HG soon so I will watch out for the error.

Happy Birthday soon!

[Lonewolf]

Many thanks. Grab a bargain while you can.

[cpettifer]

I've had strange issues with HG staff before in the past with promotions. They don't seem very knowledgable about their own promotions or what can and can't be used. They once told me I couldn't use two gift cards to buy something. What a load of tosh that was... They have lovely clean shops and a good ranger of stuff, but their staff don't do much to endear me to them. Well, not at the Cheltenham branch anyway. The Slough branch were always more helpful when I worked down that way.

[Lonewolf]

Have to agree with you there. Sometimes its like they make it up as they go along. But they do sell some decent gear and they do have some attractive sales and promotions on from time to time.

[cpettifer]

...some attractive sales and promotions on from time to time.

I first read this as "attractive sales assistants". Oops.

[Lonewolf]

I first read this as "attractive sales assistants". Oops.

Well it's funny you should say that, I don't go all the way to Leeds just for the fun of it.  ;)

[Kwikasfuki]

Ninety percent of my biking gear has been bought form HG. That is slowly changing as I've realised the customer service is shite at times. On the Scuhberth C3, the chin guard has broke and I asked HG to get a price for a replacement. The next day they phone and quote £10 but I have to come in to the store and pay before they will order.

Fast forward to Saturday when I'm at the store and ready to place the order. The staff member realises he'd quoted the cost price and calls over the store manager. In front of me, they start discussing what price they should charge. Finally turns to me and says that'll be 25 quid. I politely declined.

They didn't realise that they shouldn't have discussed the markup infront of the customer, and that it would be good customer service to sell at the quoted price and put it down to experience.

Brand loyalty to HG is changing ...

[Ziderman]

Once you buy something there they ask if Ok to send you e mails with latest offers on...that's good too. Very very good stuff too.