Merchants Offer Customers Coupons and Deals, and Then Take Them Back

Hey, where did our coupon code go? Today, customers are seeking value from their favorite merchants, at a time when merchants cannot deliver that value. Our coupon codes and deals are being evicted. Why is this happening and what can we do about it?

Merchants know that satisfied, long-time customers give them stability. However, merchants are barely able to keep up with the increasing costs of doing business, while customers demand higher value. Customers want coupons, savings, deals, and value, but merchants are not able to comply. Some merchants reward their customers with cash back or coupon codes, but lately the same merchants that have long offered a coupon code or other deals, have taken them back. Here are a couple of examples.

Skinstore has a skin club where members join and enjoy 10% off every purchase. The checkout process will ask for your club member coupon code. This coupon was invaluable. This store has always been one of my favorites.

However, the club members no longer enjoy using the discount coupon at checkout. I contacted Skinstore to find out why the club coupon does not work on the checkout system anymore. Their response was that all coupon codes have been deactivated from the website, but they want us to take advantage of the current promotions they are running. In addition, they remind me of the 115% price protection, guaranteeing they will offer the cheaper price and give 115% back from the difference of cost elsewhere.

This price protection alone can be a hassle or time-consuming project. It requires research and other data that needs gathering. This idea alone can inhibit spending.

On the promotions they offer, one gives 20% off a product if you choose to have it automatically shipped to you. This promotion will only last a short time, and then the customer pays full price again. This may prevent coupon codes, like club membership codes (if they reinstate them) working for automatic shipments. It is better not to sign up with the automatic shipments in this case.

Another promotion offers a new payment system called Bill Me Later, which has a proven record of accomplishment for increasing sales and the bottom line for merchants. With Bill Me Later, Skinstore will surely see new clients, but what will happen to the long-standing customers? Because their bottom line will increase with the new payment option, they may not recognize the impact of their business decisions for long standing customers.

Ebags, another online merchant, has offered free shipping with a minimum of a $35 purchase. Not anymore. The minimum is $50 required for free shipping now. This seemed to have gone in effect around the time that the reward points were established. Their sister company 6pm offered rewards too. However, the points from 6pm have transferred over to the ebags site, as they are not participating in that anymore.

What does this mean for us? It means that when we have a problem, question, request, or compliment for a merchant, we need to contact them. It is better to write one for the corporate office, making sure it has arrived. Many merchants do not respond to email, unless with a "template" answer. This template email seems designed to take away the need to really read what the customer says, and respond personally.

Maybe it is time to ask them to take you back as a customer. Ask them to bring back a certain feature or a certain offering. If we take a stand on getting what we have always gotten, we are sure to have our favorite merchants listen and care. In the meantime, it may be best to take business elsewhere, or try out their promotions or new ways of doing business.

Skinstore, like other great merchants, do care what customers want, and do care about their customers enough to ask for your business. Businesses frequently suffer growing pains, and sometimes it takes a trial and error for them to grasp the results and learn from them. This may take some time. I wouldn't give up on them or any other merchant that tries their best, but it may be time to peek elsewhere for a while.

As of this writing, the terms from the above merchants may change, but the idea of this piece will stand in effect. Customers can team up with their favorite merchants, help them improve, route for them, and maybe, just maybe, grow with them.