When a children's store practices tough love

Some stores must be really, really sick of people stealing their shopping carts. So sick that they put the cart before the horse's customer's safety... or maybe just don't think how anti-theft devices can put customers at risk.

A case in point is an incident my significant other, Ray, termed "The Great Magnetic Shopping Cart Caper". It occurred in Babies'R'Us parking lot in Austin. Here is the email he sent to Babies-R-Us Management.

I would like to humbly express my intense displeasure at the experience of "discovery" I had with the "new" shopping cart system you have deployed at store # 7047, on November 25, 2011 at 2:35 in the afternoon. I began by having a pleasant shopping experience. On this day (the day after Thanksgiving) I parked my car right next to the Babies-R-Us, in the giant, parking area shared with Babies'R-Us's neighbor "Bed Bath and Beyond". I bought $164.51 worth of merchandise in the store, one of the items being a heavy metal "superyard" play-yard enclosure for my 5 month old son. I was able to fit this box perfectly fine in the shopping cart. The shopping cart rolled fine and smooth with my happily purchased merchandise in the store and out the door.

I was happily pushing along my Babies-R-Us shopping cart (full of merchandise) out into the beginning of the parking lot, weaving through the busy high traffic area, where there are cars moving in both directions. You have to get through this narrow car path to get to the parking rows on the other side.

To my sudden and almost fatal surprise, halfway there my cart suddenly locked up, and due to my decent momentum (I'm a man) and being caught off-guard I almost turned over the whole shopping cart and its entire contents on to the pavement.

Very luckily for me, the cars in front and behind me were paying attention and not fiddling with their cell phones, because they screeched their brakes and avoided running into me.

Aerial photograph of Babies'R'Us and Bed, Bath & Beyond parking lot where the incident occurred. Click for a bigger version.

Embarrassingly, I tried moving the cart back-and-forth, side-to-side to get it to move again. Nothing budged. I tried looking down into the wheels, thinking that possibly a rock/piece-of-tape/etc got caught up in the wheel or something.... I found nothing that would explain the wheels not moving.

Since I realized I was blocking all the traffic of the other customers in their cars trying to get my Babies-R-Us cart to move, I resorted to picking up all of my merchandise, including the heavy metal-based item (again, I'm a strong man) and put them down on the nearest curb.

I tried one last time to move the cart - seeing no motion, I drug the empty cart (leaving a big black skid mark from the locked wheel) over to the Babies-R-Us storefront sidewalk.

AND THEN I NOTICED a small sign INSIDE the cart (which was blocked from my reading from the merchandise I purchased), which states that the cart has a new "feature" that will lock the wheel up when trying to go beyond certain lines on the sides of the Babies-R-Us building.

(1) That would have been good to know BEFORE I parked my car, especially since after realizing the smaller area WITHIN the "painted cart-stop lines" out of the whole shopping center's shared parking area was totally full of cars, I would have not shopped at Babies-R-Us that day, and driven on.

(2) Imagine if I wasn't just "some guy" alone with a bunch of paid-for merchandise, trying to push it to my car? Imagine I was instead a mom, cart loaded full of merchandise AND a kid or baby, and the wheel unexpectedly locked on her while she was moving along? Imagine her cart falling over with a baby in it. Imagine a nearby car preoccupied on their phone while a family pushing a Babies-R-Us cart suddenly locked up in front of the car?

I THINK YOU'LL AGREE that the SAFETY of your customers is MORE IMPORTANT than the "prevention of shopping carts moving off too far".

The store immediately neighboring the Babies-R-Us, "Bed Bath and Beyond" had one of their store associates retrieving their carts. He saw my dilemma unfold, and he was so kind as to bring me a "Bed Bath and Beyond" shopping cart in which I put my Babies-R-Us merchandise, an "old-fashioned" cart that pushed... all the way to my car in the parking lot.

After I got the stuff in my car, I walked back into the Babies-R-Us store, and I went to the Customer Service desk.

I tried asking if I could speak with the store manager to explain my experience, but I was told by the associates there that the store manager wasn't available. I told the experience to them. They suggested I describe the complaint online.

I hope my time and effort in trying to help you listen to the safety of your customers does get read, and this letter is not in vain,

<name>

Hoping to remain a happy Babies-R-Us customer

So there you are. I guess the children's store is showing by example how to practice "tough love". After all, setting consequences is a common parenting advice. Only in this case it is, step outside the line, get a jolt of reality. No matter if it sends you under the wheels of oncoming car.

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UPDATE: A few days after submitting his feedback via Babies'R'Us website, Ray got a canned response from Babies'R'Us customer service, saying that to get help with his problem, he has to write a (paper) letter and mail it to corporate headquarters. The customer service representative did not acknowledge his problem, and did not forward it to supervisors, or to anyone who could have done anything about it.

How wishlists are like orthodox rituals

First, I'll grumble about Amazon.com wishlists a bit. There should be a way to group items with AND, OR, and NOT operators. For example, I want bag A, or bag B, or bag C, all of which look very similar, but not all three. But in addition to those bags I also might like a wallet, which is assigned an equally high priority in my list. So my wishlist clause would be (Bag A OR Bag B OR Bag C) AND (Wallet D OR Wallet E).

Overthinking much? Maybe that's why I'm the least fun person to get gifts for. Knowing how to want the right kind of presents is an art I have never mastered. By right kind I mean the kind that easily lend themselves to dropping hints. Isn't that how Miss Manners claims it should be done? A lady gushes about the beauty of a particular object, and her significant other, family or friends are make note of that. That's how they get ideas for what to get her for birthdays and holidays.

And of course, the items should be in the right price range for the significant other, family, etc.

But what if the items you truly crave are so specific that a mere hint would not suffice -- the exact make and model is needed? What if, indeed, dropping a mere hint could lead to a gift-giving disaster, where the giver spends a chunk of cash on a product that differs from your object of desire in small, crucial detail? What if it's an iPad when you wanted an Android tablet? Or it has a touchscreen keyboard when you need a physical one?

In a world of increasing customization, where advertising industry pushes products "as unique as you are", it's getting harder to be satisfied by things that were supposed to please everyone in a certain demographic category: perfume, a journal with handcrafted covers, a DVD of a popular movie. I myself have been guilty of wanting rather idiosyncratic products: a wallet that would double as a handbag and a waistpack; an MP3 player that would record radio programs AND play audiobooks. Those things do exist but they are not easy to find. And if they lack one of these functions, I'd rather not have them at all than let them rot in the back of the closet.

So I made up a wishlist. Amazon.com makes it so easy. Not only it sells everything under the Sun, but if another online store has an item Amazon doesn't sell, you can still add it to your Amazon wishlist via a Firefox extension. (I haven't installed it and can't vouch for how it works.) Great -- you made it easy on your nearest-and-dearest. But how is it different from them handing you a wad of cash and telling you to go buy what you want? There is no surprise in it -- and in my old-fashioned notions, surprise is a key element of gift-giving. Perhaps technology that lets you have your wishes fulfilled so precisely could also help you restore the element of surprise. Maybe wishlists could have some kind of "random" feature, that would let the gift-giver pick a random element from category A, B, or C. But isn't this just building a layer of meaningless ritual to soften the ruthless practicality of the transaction? Isn't it akin to Orthodox Jews keeping hallway lights on all night on Sabbath, because they're not allowed to operate light switches? Or programming elevators to stop on every floor, because they're not allowed to push buttons? Or connecting two houses with a string so they could bring something to a neighbor's house, because then the two houses are considered to be "under one roof? (Is carrying stuff on Sabbath permitted under the same roof, but not outside? It boggles the mind too much to even seek logic in this.) Similarly with wishlists -- once they destroy the spirit of gift-giving, trying to reintroduce it would be just as artificial.

As they say on Twitter, #firstworldproblems.

TechOnWeb -- frUAdulent, or just clueless?

I've been shopping for a new ultraportable laptop for a while now. There is a particular laptop I think is really neat, but it's not available at the local stores. So I've been trying to order it online. The first place I ordered it from told me they are out of stock (even though their website said it was in stock) and didn't know when they were going to have them, so I canceled my order. Then I placed an order for the same laptop on TechOnWeb.com. You would think a store with a motto "where geeks go shopping" would know what they are doing.

I thought I was a geek. It turned out I'm a frUAd

The next day I got an email from their fruad (sic!) department. Yes, their representative misspelled the name of his department in his signature line! Anyway, the email said I needed to call their customer service to confirm my order. It was "a security measure that we take to ensure your online purchase is secure". I called, spoke with a customer service rep, answered the questions he asked me. The rep told me my laptop will ship the next day.

A week has passed and I haven't got any notice that the laptop has shipped. I logged into my account at TechOnWeb.com website to check the status of my order. It said "canceled". I called them to ask why was my order canceled (and why didn't they inform me by email or phone call? That's just rude.) The customer service lady said, my order was flagged as fraudulent and won't be processed. I was very surprised. I told her I had called the customer service as soon as they told me to do so, and answered all their questions; what was the problem? She couldn't answer that, only said that my order was sent up to the fraud department supervisor to investigate, and they determined my order was fraudulent. Period. I asked, what do I need to do to prove that I am who I say I am? She said, nothing can be done at this point, we won't process your order. That's it.

I asked to speak to the supervisor; she said sure, and "transferred" me; I've long guessed that by "transfer" customer service reps mean hang up. The call was disconnected -- this has happened to me many times when calling customer service.

All this gave me a creepy feeling if, perchance, TechOnWeb was some kind of scam outfit that pretends to be an online store but is actually out to de"fruad" its customers. Come to think about it, during the "security measure" phone call they had asked me several kinds of information which may make it easier for someone to steal my identity. I checked the status of the credit card I gave them, and I didn't see any suspicious activity on it. Of course, that doesn't mean anything in itself. Anyway, I don't seriously think they are a scam; most likely just rude and clueless. Some place for geeks to shop, indeed.