PetSmart Kingston - Did Not Honour Scanning Code of Practice

by Doggone Mad in Kingston

I was recently shopping in PetSmart and found a harness on sale for one of my five dogs.  When i came to ring out the price did not scan correctly (regular 22.99  on sale for 15.99) so I informed the cashier.  With 3 people waiting in line she and I returned to the spot I got it and I was in fact correct about the price.  The people still waiting in line(growing impatient by now I’m sure) had to wait for the assistant manager to open the till.  They rang in the sale price with no mention of the retail code.  When I mentioned the code of conduct they not only made me feel like and idiot stating that it’s only some places that do that, but they also ensured that everyone in the line behind me knew it.  After having spent thousands of dollars over time with 5 dogs worth of food and pet supplies to buy I can assure anyone that Petsmart is not the place I plan to spend one more cent.

25 Responses to “PetSmart Kingston - Did Not Honour Scanning Code of Practice”

  1. 0

    Jenn says...

    PetSmart does not adhere to the scanning code of practice. Only certain retailers do, and even then you get the item free to a MAXIMUM of $10.00. If the retailer practices this policy, it is usually posted on the doors.

  2. 0

    Megan says...

    The Scanning Code of Practice is used EVERYWHERE, that would really ‘P’ me off!

    I have only ever at one store been automatically given the up to $10 value- The Superstore in London, Ontario on Oxford at Gammage St. It scanned the wrong price and once I brought the ticket of the shelf listed price not only did she change it but she credited me $10 on my bill!

    All cashiers should be aware of this!

  3. 0

    Megan says...

    I guess I was wrong, there are a few major retailers who do not practice the SCOP (including Zellers). Maybe we should just not shop at retail outlets that do not honour it, as it shouldn’t be our responsibility to make sure items scan at the right price.

    The worst store for this is The Bay, they always have signs up for 30% off this, and $15% off that, etc. and it NEVER scans up at the registers! Beware of this!

  4. 0

    francine says...

    “The Scanning Code of Practice is used EVERYWHERE”

    NO, its not.

    People like YOU are the problem in stores. the code is VOLUNTARY, few if any specialty stores have adopted it.

  5. 0

    Jenn says...

    I agree francine! I used to work at a store that did NOT adhere to the Code. BUT, if a price came up wrong, we would (after verification of course) change the price ASAP. If we did not have time to verify, we’d just change it anyway (unless the difference was significant).

    I got SO tired of the amount of times that people threatened to sue us because we didn’t adhere to the SCOP and it was “the law”. It is NOT the law, and not all retailers have to adhere to it. It is simply to attract customers who want free stuff. I would rather a retailed happily correct the price then have to double check, ask a manager, and then take $10 off my purchase.

  6. 0

    Donna says...

    Whoa Francine–if you are a customer service rep/cashier, etc., you are in the wrong business. Understandably customers get upset when they see a price indicated on an item and it shows up as something else at the cash register. That does NOT happen to be the customer’s fault. I hope Jenn is the one I run into if that ever happens to me! And I do not go into stores looking for wrong prices–neither do most other people–who’s got time for that?? So lighten up and give the customer the benefit of the doubt. If your business is that firm with a pricing policy–post it–I dare you!! Also, that is why I avoid specialty stores–they usually have poor return policies as well.

  7. 0

    Janine says...

    You clearly have never worked in retail. You would be AMAZED at what people will say and do to a cashier that they view as less of a person.

  8. 0

    Janine says...

    PS I just read that post and it sounds like Im being mad at you Donna which is not the case…I totally agree with YOU and I was meaning to be funny….next time I will add a ” lol ” or a smily face :)

  9. 0

    Tafari Mama says...

    I had a negative experience at toys r us (dufferin mall-toronto). The price of a little chair came up as $.001, and I told them the price was 0.98 (on sale). The assistant manager had to come and deal with it. When I told him about SCOP he was VERY RUDE to me and told me to either buyit or not (didn’t even want to go check the sale price on the shelf), and that if something comes up as $.001, then it had to be taken off the shelf (???).
    We are buying stuff from the store owned by very rich people. Not the cashiers or managers who are not earning so much$$$-why do they fight it as if they owned the store themselves?

  10. 0

    Gen says...

    I find it intersting as there is a key word missing from the title of this post. “The Scanner Price Accuracy …Voluntary… Code” Yes, its Voluntary. Not all stores volunteer to practice the code, however they do give you the price that you saw it at. At times you could be talking out of a cats bum and they will give you the price.

    If you still are not satisfied with the store, then cancel your order and leave… Write to there company, do something about it!

    I am a avide costumer and once a retail worker. The code was not fallowed at the my store of employment. I learned about the code 2 months after I starting working at the store. No, I did not learn about the code in trainning. I was told about it when I called my supervisor… (Sad, really.)

    With all that said, I stand by writting to the company. The stores do not seem to care, however head office does. I have informed head office about the lack of trainning and now its the first thing you learn. Never know what can be done if we the consumer’s do not jump there chain of command at times.

  11. 0

    Donna says...

    Janine–you are very incorrect. I have worked in retail, banking, and places where I interacted with customers/clients for many years. I at no time felt that I was being treated as less than human!! I do not know where understand and empathy for fellow human beings has gone–but I do know it goes a lot further than “I don’t care” when you are dealing with people. If you are in retail, you have an obligation to be familiar with your company’s policies. If you have frequent questions about a particular policy, why don’t you post it in plain view so customers can see before they buy. I also think the retail businesses can empower their staff to make financial decisions up to a certain amount of money. However, attitude comes before empowerment. If you come into work with a chip on your shoulder, eventually some of it will be shifted to your customers. If you don’t like your job–get another one where you don’t have to deal with people. It’s not the customer’s fault that you don’t like what you are doing.

  12. 0

    francie says...

    ” If you have frequent questions about a particular policy, why don’t you post it in plain view so customers can see before they buy.”

    WHAT are you talking about? Petsmart does not follow the VOLUNTARY scanning code, there is no policy to place a sign for. Stores that do follow the policy dispaly the sign.

    he problem here was a custoemr that does not understand the VOLUNTARY code, and felt entitled to something they were not. the store did NOTHING wrong. There is nothign to complain about here!!

  13. 0

    Donna says...

    “When I mentioned the code of conduct they not only made me feel like and idiot stating that it’s only some places that do that, but they also ensured that everyone in the line behind me knew it.” NO PROBLEM??? Once again it’s the ATTITUDE of the clerk–the response should have been given in a factual manner explaining that their company does not subscribe to that policy and apologizing for any inconvenience. By centering the customer out and making her feel conspicuous, they have lost a customer!! Who wins???? If some stores subscribe to the policy and some don’t, how is a customer supposed to know if she doesn’t ask? I know you don’t get this, nor do you care because the chip on your shoulder is so big, all you see is the cashier point of view. Well, good luck with that one–I am guessing that you may be seeing a lot more of the other side when someone gets tired of the attitude and says BYE BYE!!

  14. 0

    elaine says...

    Extra Foods, you have to tell them and then remind them of the code. Canadian Tire, had to tell them about the code (the sticker was on the front door and beside every cash register)-they had no idea, they called a manager who didn’t know about it & I had to actually explain it to them and have them read their actual policy. I have worked in retail for 20 years (way before scanners)and sorry, if the price comes up incorrectly for those stores who volunteer to the SCOP, you should not have to explain yourself and feel as though you are the criminal. Whomever at store level punched in the wrong price or didn’t take off the sale tag on the shelve. Stores practicing this code should be aware of what that sticker on their actual doors and registers mean. Head offices should really train their managers and staff better. Gone are the days of excellent customer service. I have walked into Reitmans several times without an acknowledgement, in fact most stores employees chat to each other than actually helping customers, great customer service just doesn’t exist the way it used to, maybe no one really cares anymore.

  15. 0

    chickendog says...

    I worked as a Petsmart manager for many years and though I would nearly always change a price where it was wrong (and about half the time it was the customers mistake, ie. looking at the price for an item beside the product, etc.).

    At least half the time the store was not at fault and I’d politely explain this to the customer - that they were mistaken BUT it was no problem this time and I’d give them the item at the price THEY thought it was supposed to be (rather than the correct one) which made them happy.

    When it came to fixing/changing prices for customers I’d pretty much always do it in their favour (unless they were being stupid and expected a $400 aquarium for 99 cents or something).

    One glaring exception to this was anyone who tried to get bitchy with me and start causing a scene over the code of scanning thing and expect their stuff for free, etc. For them I would ALWAYS insist they pay the correct price, changing the amount ONLY when the mistake was clear and obviously the store’s fault. They would get NOTHING changed if the mistake was on their part.

  16. 0

    chickendog says...

    I think people have to be very careful when they bring up the scanning code if the store deos not adhere to it - it can DEFINITELY backfire as it did for people who tried to threaten me with it.

  17. 0

    francine says...

    There are people here who think they are entitled to anything, and practically expect store staff to bend down and kiss their feet. Stores should just tell them to leave and not come back.

    Like the one on the forum who mixed up zellers with london Drugs had had a fit at the zellers staff for not letting her run a scam to get pile of stuff free stacking coupons. Where do these people come from?

  18. 0

    paige says...

    I agree with Francine. As someone who works in the retail industry… customers expect the employees to BOW DOWN at their feet. They still believe they are NEVER wrong, when it happens way too often. Yes granted there are still a few sweet, loving customers out there… the rude ones are all too many.

    Also as someone working at a return desk… people wonder why price in stores go up. Well look at what you’re returning! ‘Oops I opened the package, and didn’t realize it was the wrong one because i didn’t READ the outside’. or, ‘Ah i thought it was something different’. REALLY… we can’t sell that anymore… and therefore it is a loss. And therefore we are losing out on a product, and because there are so many of you out there doing this… our prices are going up.

    Retail has definitely made me lose faith in much of our humanity. Sad to say.

  19. 0

    paige says...

    and lastly… people do not realize… MISTAKES HAPPEN. To all you who ‘demand’ the SCOP. Well, go ahead, but again watch the prices you are paying for products just rise and rise and rise. And we have you to thank!

  20. 0

    Shauna Rempel says...

    Hi there, I’m doing a story for the Star about the Scanner Price Accuracy Voluntary Code and would love to discuss this further with any of you. Am looking especially at consumers from the GTA and would need to use your last names. I can be reached at Am hoping to do this in the next day or so.
    Thanks very much, Shauna

  21. 0

    Tiredii says...

    I can’t believe what I am reading from people who work in retail.
    Scanners have made things so much easier to checkout and have save the retail industry a lot of cost. Gone are the days (not so many years ago) when every item on the shelf had to be stickered with the price and restickered when on sale. the cashier would have to manually enter price of each item on the register.

    Now prices are entered once at a single source (host computer) and magically show up when an item is scanned, not too difficult.
    The problem for consumers is that they have to remember what the price of everthing in their cart was listed on the shelf. I am surprised how many times the price at the till is wrong. I am not so surprised that it happens less frequently at stores that adhere to the SCOP

    If I point out a price error (mistakes happen) there is an incentive to the retailer to correct error if it is going to cost him. Charging more than advertised is considered fraud, honest mistake or not.

    I, like most of the customers you have had to deal with, are not looking to get stuff for free but are looking for honest pricing practices. Too many times I have faced the attitude of the likes of Paige and Francine when I ask if the store adheres to the scanning code. Yet why is it that many times I have bought items that have been posted on sale for a few days and it scans at regular price. Am I the first to buy item or the first to notice, or maybe the store didn’t bother to change because the only penalty is to give the correct price to those who notice.

  22. 0

    Darlene Bonner says...

    I remember a few years ago I saw a diamond bracelet at Charm Diamond I wanted and the price on it was a reasonably good. When the cashier rang it up, she told me it was the wrong price. I said well, that is the price on it and that is what I was paying. She not only refused to sell it to me, the district manager explained they did not need my business. I was more than appalled and it reconfirmed to me why I have always dealt at Peoples Jewellers “GREAT CUSTOMER SERVICE”.

    I bet I spend $5000. a year on jewelry for gifts and myself. To this day I have not stepped back into the store.

  23. 0

    Jenn says...

    I work at Toys R Us and I inform customers of SCOP when an item scans incorrectly. I tell the customer that when the manager comes, just tell them “I’d like to SCOP it” and it always works out well.
    And then when the manager is gone I tell them to go home and google ‘SCOP’ so they are informed.
    I’m not going to lie though, I have never allowed a manager to hear me be the one to mention SCOP because I think I would actually get in “trouble”.

  24. 0

    Jenn says...

    Oh! and Darlene Bonner, my mom and sister were out shopping looking at rings when they saw a beautiful one for $199. My sister chose that ring and when the lady rung it up they discovered it was for $999. My mom refused to pay that and asked for a manager immediately. The manager gave the ring for the $199 and the sales lady was pissed! I forget what store that was at, but could you imagine! I’m jealous LOL.

  25. 0

    zelda says...

    Wow! This is Incredible work!

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