My wife had been telling me how uncomfortable her office chair has been for a while.  So we went to the local office supply store, determined to find a chair she really liked and resolve the situation once and for all.
After 30 minutes or so, she made her decision. One of the first things the associate asked was if we would like to take the display model.
“It’s already assembled, and it only costs $7.99 extra.”
My wife almost did a double take and replied “Excuse me repeat that again” – this was not looking good – to which the associate promptly did. My wife gave me a look that said, “Seriously?” then promptly proceeded to tell the associate a firm NO. Go get us a new one.
Alas! 10 minutes later, the associate returned with not so good news. Apparently, they couldn’t find one in the store room even though the computers said they had 3 in stock, then proceeded to sell us the display model again, “…for only $7.99 extra and you don’t have to assemble it.”
Somebody had trained this associate well on the $7.99 already assembled upsell. But I knew my wife will never go for that. You see, she was too polite to way what’s on her mind, that the display unit was a USED item. She later whispered to me, “Haven’t display units always been sold at a discount? But the new ploy is I have to pay more instead of getting a discount?” On top of all that, to her this was a sneaky way to make more out of a sale. An upsell. Small one compared to the price of the chair but an upsell nonetheless.
On the other hand, I can also see how an chair requiring assembly may be intimidating to someone who may be assembly challenged or simply can’t be bothered with it. In that case $7.99 is a small price to pay – used chair or not.
For my wife, the thought of paying extra (even though she could well afford it) for something ‘used’ is too much of a deal breaker and we were ready to walk out the door when the manager got involved.
In the end, and they did locate the stock. Surprise! My wife got her new comfortable chair and I was the lucky guy who got to assemble it for her.
How do you feel about “already-assembled” upsells? Would you have sprung for it?
Image by Brett Jordan
No I’m afraid I too don’t think used furniture is worth more either. They should have done something more honest and said, “Here is your new chair from stock and for only $7.99 we’ll assemble it for you.” Boom – sold.
Unfortunately this is becoming more the norm. And even more unfortunate and sad is that many people are buying into the scam. Yes, it is a scam. Too many are now relying of convenience and the need for quick solutions to get what they want or need. Kudos to your wife for not playing into their hands and increasing the likelihood of this type of marketing being successful. Kudos to you for blogging about it and making it known to the world. Exposure of the cockroach helps eradicate the infestation.
Yikes! I’m with your wife, @NeosCreations & @Ed Roach ! Unless I’m going for an antique or “used” look, I want new. When we went shopping for a new washing machine, we went to some major retailers, and had some pretty disappointing customer service. They didn’t offer cash discounts (would actually prefer we pay credit), carried very few models in-stock, and wouldn’t even let us buy the floor models (really surprised by this). Our washing machine had gone kaput, and as a family of 6, we couldn’t wait for a new washing machine to arrive & be delivered. And can you imagine me taking 4 little kids to the laundromat? Thankfully, the good people of Lowe’s came through. Excellent customer service, had what was on the floor in-stock, and would have sold us the floor model (if they didn’t have it in-stock). They’ve received our loyalty for life.
@Ed Roach Had they made that offer I would have taken it. Funnie thing is after having to wait almost 30 minutes for them to locate the chair from stock,they should have offered that as a bribe for poor service.
@NeosCreations When the majority of customers allow these type of things to happen and do not question it then it becomes the norm.If customers demand quality service then a business will either provide it or close the doors.I already had a distain for them and only shop there for convenience.I am quite sure I will not go back any time soon.
@bellafaith@NeosCreations@Ed Roach I was working out of town and only had one day to fix or replace my refrigerator.After several repair shops gave the typical run around I to went to Lowe`s and got a new one..Customers will not always do what you think they will and it is usually best not to try and manipulate them.Quality service goes a long way .
Ok…what I want to know is will she hire you out for assembly work? I have a few projects you could take care of! *pats the 8ft. box to her new assembly-needed desk*
@Kit Singleton She says sure,but there will be a hidden processing fee.Plus my tip.
I love Ikeas marketing/branding, little does everyone know their ready to assemble furniture is made in China not Sweden or wherever Ikea is from.