Online Deal or Steal?

As a bargain hunter, I feel compelled to share my thoughts on an article by MSN money, When that Online Deal becomes a Steal. I am one person...one shopper. But there are millions of people out there who make purchases on the internet every single day. It's time for online businesses to step it up a notch. Match what you are doing in your Brick & Mortar (B&M) stores. In fact, use the internet to make it better.

As a consumer, I want businesses to know that I feel that standing behind the listed price, whether online or at a B&M store is a sign of good customer service. If you think there is any doubt whatsoever that you will not be able to follow through with an offer, don't even list it. If there are restrictions on your coupon, they better be clearly marked or stated. Frequent technical glitches? Time for a new program/programmer. Maybe proof-readers. Another thing that would greatly reduce people trying to take advantage of special offers is real time inventory. If I buy something off of your site, reduce your inventory by 1. This way when folks come to take advantage of a popular item, when it's sold out, consumers know right away and no one will have to get the dreaded "cancelled order." If you are frustrated with people using multiple e-mail addresses to take advantage of offers, link each e-mail address to one and only one household address. Instead of being upset with the consumer, check your own systems first. Correct the glitches on your end and learn from mistakes. If the deal is out there, people will find and use it, and more importantly, SHARE IT.

Some companies that should take a lesson from this.

MyPublisher: You offered rewards for referral. We referred people. You took away the rewards offered after we'd already done what you asked of us. You LOST BUSINESS over it. You should have stood by what you offered.

ModernMom: Offered a selection of sponsor gifts upon paying for Club membership, clearly stating on the page the value of the gifts. Then strangely enough, when members didn't receive the promised gifts, they wanted to cancel membership. You should have been smart enough to refund those unhappy customers right away instead of promising to ship the gifts out knowing damn well that you didn't have the inventory to back them up. You LOST MEMBERS over it.

Sears: Offered a deal online for Mickey Mouse TVs and didn't follow through. Cancelled some orders while some people were allowed to pick up the deal. INCONSISTENT.

The following is my own personal list of DON'T GO TO companies, clearly lacking in the customer service department. I can think of numerous other occasions where prices clearly showing online and even after order confirmation were later cancelled. I've also had bad experiences with many of these companies just having my e-mails returned. Spiegel, Avon, Breck's, Brylane Home, HSN, VistaPrint.

I will give kudos to the following companies, and they come with my highest recommendations. They stood by their offers and will have my repeat business. DO SHOP here and you will be pleased with the customer service. Bluefly, No Nonsense, Shutterfly, Dale & Thomas, JCPenney, One Step Ahead.

Please feel free to share your customer service stories here, or devote a blog to it. I want to hear the good, the bad and the ugly. We as consumers make more of an impact when we come together.