The two companies will almost certainly work out some sort of pricing deal and make-up eventually, but in the meantime you'll have to buy your soda elsewhere. But does it matter? A retail consultant over at retailwire.com notes that Costco was never a huge discounter of soft drinks in the first place, so maybe it will be a good thing to free up shelf space for other deals.

"Costco stops carrying Coke drinks in price dispute" [Associated Press]
"Costco Stops Selling Coca-Cola" [RetailWire] (registration required)
(Photo: ChodHound)

Daynah called Ulta's customer service and tried to get a logical response from them. At the very least, she wanted to know whether that store manager's policies were official, as the store manager had said. But Ulta's customer service rep wasn't exactly the fullest lash on the eyelid, if you know what I mean:

After a series of prompts, I found myself talking to a real-live person to whom I began recounting my story. She listened, and I could hear her typing away as I spoke.

"The manager on duty said that it's against store policy to write anything down. Is that true?"

The representative replied, "You are not allowed to take photographs of any kind in Ulta stores."

"I wasn't taking photos; I was taking notes. Is there a policy against note-taking?"

"Our policy is that no photos are allowed to be taken in our stores or of our storefront"

"I didn't have a camera. I had print-outs from Ulta.com and a black pen."

This inane exchange continued, and it was as though I had encountered a glitch in the matrix: I kept telling her that I didn't have a camera, and she kept telling me that there were no photos allowed.

Finally someone Daynah worked with—not that CSR—gave her some contact info for the Ulta District Manager. Daynah sent her an email, and a few minutes later got back an apology and a gift certificate, along with a promise that this sort of unnecessary rule-making would be addressed "with the entire team tomorrow."

Daynah notes,

The whole experience reminded me that this is an industry that overall doesn't appreciate customers who want to make careful, informed decisions about what they buy, and prefers instead to keep itself cloaked under a shroud of secrecy and marketing nonsense.

Read the full story, along with the District Manager's email response, at Beauty Bunch Blog.

"Ultimate Showdown at Ulta, Part Two" [PaulaBegoun.com] (Thanks to Sandy!)
(Photo: Eli Hodapp)

The Center for Retail Research surveyed 1,069 large global retail companies, then identified trends in 41 different countries. In the United States,

Employee theft cost merchants about $18.7 billion in the period, shoplifting cost sellers $15 billion, and processing and other supply chain errors or fraud cost retailers about $6.8 billion.

CNN framed the story by repeating a scary sounding estimate that the cost of these crimes to consumers is about $435 per family over the past year. That sounds pretty crazy, but it also sounds like a threat, or an empty promise: "If you people wouldn't be such hooligans you could have cheaper things!"

Here's what I think is far more newsworthy: Employee theft, supply chain errors, and other fraud cost merchants $25.5 billion last year. Theft on the consumer side—and remember, some of that is performed by organized professional criminals—accounted for $15 billion. Yeah, it's still a huge number, but when your own employees are stealing costing you over one and a half times that, maybe you need to re-think your crime-stopping strategies.

"Store theft cost to your family: $435" [CNN]
(Photo: Gastev)

Daynah is the database coordinator and researcher for Beautypedia, a consumer advocacy website for makeup products. She is also, one might imagine, a real life wearer of makeup products. Over the weekend, she printed out some information sheets from Ulta's website and headed to a nearby physical location to compare the shades in person and make notes before buying them.

Today, in a blog entry on the Beautypedia website, she writes, "Given that the store's motto is 'Play, touch, test, learn and explore,' and given that my print-outs all came from Ulta.com, there was no conceivable reason for me to think that the following was about to unfold."

After being in the store for less than an hour, discretely taking notes, a floor manager approached me.

"Can I help you with anything?" she asked.

"I'm good," I replied and smiled.

She then came at me, quite close, and said, "You are not allowed to write anything down in our store. I have to ask you to leave."

I let out a small laugh; I was surprised, thinking that surely she misunderstood what I was doing. She pointed her finger at me and said, "Don't act surprised. You've been told this before."

Daynah had never been told that before, in fact, but the rest of the conversation slowly spiraled into a pit of stupidity as the manager, sensing that this customer was going to put up a fight, refused to see logic or reason.

Finally, Daynah just asked her point blank if she was being banned from the store.

When I asked if I was banned permanently, she said-and get this-as long as I put my print-outs and pen in my car, I was allowed back inside to make my purchase. So, like a scolded child, she watched me walk my papers to my car, and then come back in to be rung up. Had I not absolutely needed to make the purchases, I would have surely walked away and never returned. As a paying customer, I have never been so belittled, harassed and infuriated. Ever.

Other things that are now official Ulta policy, at least when this manager is on duty at the store in Seattle: you can't write down anything a salesperson tells you about a product, you can't use the testers unless you're a paying customer, and if you want to select a specific shade of makeup you have to ask a salesperson for help. Because at Ulta, beauty is not just hard, but top secret.

Update: Here's the conclusion to Daynah's story, where she got on the phone with an Ulta CSR and eventually a District Manager to discuss the so-called policy.

"Ultimate Showdown at Ulta, Part One" [Beautypedia] (Thanks to Amy!)
(Photo: foxyvoxy and anja_johnson)

Radio Shack owns a company called Kiosk Operations Inc., and last month they opened kiosks in "about 100 Target stores in Minnesota, California, Georgia, Illinois, New Jersey, Texas and Washington," according to the Minneapolis / St. Paul Business Journal. Sales have been good enough that now they're expanding to all 1,700 Targets before the end of next year.

A Target spokeswoman told the paper, "This provides added convenience for our guests. They can do their Target shopping trip, grab some groceries and address any cell phone needs they may have." And then she made "woop! woop!" noises and ran off while slapping the top of her head, while a Radio Shack employee asked the paper for its home phone number and address.

"Target taps RadioShack to run cell-phone depts." [Minneapolis / St. Paul Business Journal via mocoNews]

That's of course nothing to say for first-party software, as they will be installing all of the optional Microsoft software that you would otherwise have to download. This includes Windows Live Essentials, Bing 3D Maps, Security Essentials and the Zune client. Sure, it's not a completely crapware-free computer, but it's definitely a step in the right direction.

Of course, unless you live in Phoenix, AZ or Mission Viejo, CA you're going to have to travel quite a ways to get your hands on one.

"PC's Purchased From Microsoft Stores To be Bloatware-Free" [OhGizmo!]
(Photo: Dru Bloomfield)

"Best Buy Opens First 24-Hour Store" [RetailWire]
(Photo: Ben+Sam)

Reader Patti writes:

There's been a spike of stores in my area (Philadelphia) requesting to see and mark my receipt upon departure. As a consumer, I understand the concept. It is to deter shoplifting. But the entire process is at my inconvenience. Unless I am shopping at a store where the terms and conditions require that I show a receipt (such as Sam's), it is also reliant upon my cooperation that I should agree to prove that the items in my cart are truly my items and not a pile of stolen loot.

That being said, I'm normally cooperative. But it is becoming very cumbersome. Exit lines grow, security guards and/or employees can be surly, the principal action itself assumes I'm guilty and must prove my innocence, etc.

The final straw was when I last visited Home Depot. I was at the last exit door and was the ONLY customer in line at the ONLY register open in that section. I had a wheeled-cart full of 8' lumber. It was my only purchase. The "security guard" stood by and watched as my items were scanned and paid for. I then put the credit card and receipt in my pocket, and with both hands, started to lug the heavy lumber towards the exit. I honestly didn't think the guard would ever have to check my receipt since he had eyes on me and the transaction the entire time.

But this particular experience went beyond the normal receipt check. This guy was a complete bully - he invaded my personal space and loomed over me, blocking my path and physically intimidating me. He then growled "Receipt" and put his hand out. He tone was confrontational and I instantly felt threatened.

But being me, that just made me buckle down and grow defiant. I asked him - very politely - why he needed to see my receipt.

He took a step closer and said, "In case you stole something."

Now I was completely irate and indignant. But when I get irate, I don't get loud or confrontational. I just get stubborn and coldly polite. I advised the guard that if he felt I had stolen something, that he was free to call the police. But I was not showing him my receipt.

I then lugged my lumber around him and left. The entire time I was exiting the store, the guard followed behind me throwing insults at me.

I complained to management. But later, after I was home, I thought I should have returned every piece of lumber I just bought and THEN complain. But I didn't think about it until it was too late.

So my question is this: What should customers do when they feel that the receipt check process is 1) insulting, 2) unlawful, 3) threatening? What are the consumer rights to exit the store without challenge / confrontation?

With the number of stores now following this policy, I can't avoid the practice. But I'm on a mission to NEVER show my receipt again (unless I'm at Sam's, which has a policy that I agreed to follow). Once I pay for the items, they are mine and I don't have to validate my ownership to anyone. I'm tired of being the victim of other people's actions. If someone else stole from the store - the storebetter find a better way to monitor their activity than forcing honest consumers from going through the check-receipt gauntlet. And now I'm about to start a campaign to end this insulting and offensive practice. What should I know and do?

Patti did the right thing by trying to ignore the receipt checker, and when he got in her face, she was right to ask if he thought she had shoplifted.

Patti answers her own question: you are not required to show a receipt unless you agreed to as a part of a membership contract (like at Sam's Club, Costco, or BJ's). In most places in the U.S., if a store employee has a reasonable suspicion that you are shoplifting, they have a right to detain you for a reasonable amount of time and in a reasonable manner. Reasonable is an important word here. In one case that is often used in Torts textbooks, a store employee confronted a man after he removed his own ascot from his jacket pocket and tied it around his neck as he was leaving. The man collapsed with chest pains, and later successfully sued the store for false imprisonment, arguing that it was both unreasonable to suspect him of shoplifting and unreasonable to grab his arm. You should read up on "shopkeeper's privilege" and whatever local or state statutes exist on the issue. Also check out this receipt checking incident.

If you don't want to show your receipt, just walk around the receipt checker and say "no thanks" if the person asks. If you are stopped, ask if you are being detained and if you are being suspected of shoplifting. If you are prevented from leaving the store, you'll want to call police and/or your lawyer.

Whatever you do, do not hit the receipt checker like these people did.

(Photo: dooleymtv)

Theaters will allow children to watch film clips of their own selection, participate in karaoke contests or chat live with Disney Channel stars via satellite. Computer chips embedded in packaging will activate hidden features. Walk by a "magic mirror" while holding a Princess tiara, for instance, and Cinderella might appear and say something to you.

It's your birthday? With the push of a button, eight 13-foot-tall Lucite trees will crackle with video-projected fireworks and sound. There will be a scent component; if a clip from Disney's coming "A Christmas Carol" is playing in the theater, the whole store might suddenly be made to smell like a Christmas tree.

The makeover happened only after much internal debate at the company. Indeed, some Disney board members fretted that the concept was so lavish that parents would try to use the stores as day care centers. Others worried that people would come for the entertainment but not buy anything.

"It's time to take risks," Mr. Fielding said he told them. "When consumers are ready to spend again, we will be ready."

The article says analysts estimate Disney will spend about a million dollars per store for the remodeling. We think it might be cheaper, and just as effective, if they simply build American Girl facades and hide the Disney stores inside.

"Disney's Retail Plan Is a Theme Park in Its Stores" [New York Times]
(Photo: indy138)

The company announced in a press release last week that it's signed a 6 year deal with Home Outfitters, a home goods retailer in Canada:

...under [the agreement] a special line of Linens 'N Things branded home goods will be produced and exclusively sold at Home Outfitters in Canada. The agreement, which includes a broad range of bed and bath, home decor as well as seasonal products, extends through 2016.

"Linens 'N Things(R) Signs License Agreement with Canada's Retail Giant Home Outfitters" [PR Newswire via RetailWire]
(Photo: Daquella manera)

Game Crazy's official statement on the matter: "Movie Gallery, Inc. is currently operating in an unprecedented consumer/retail environment. In order for us to continue to best serve our millions of customers across North America we're addressing underperforming stores and ensuring that there is sufficient [return on investment] associated with each of these stores going forward. The vast majority of our stores will be unaffected by these efforts."

"Game Crazy closing 200 locations in October" [Joystiq]

Similarly, Jenna received this e-mail coupon from online makeup store e.l.f. She wrote:

So I got this email which offers free shipping from 1:00pm to 3:00pm EST at Eyes Lips Face! Sweet! Except... I received it at 4:13pm EST.How was I supposed to take advantage of this deal, exactly?

Why send out useless coupons, internet merchants? Why?

Last night, our reader "w_mworker" said it was an official display campaign called "Family Fun Night":

There is also supposed to be board games and other family games next to the DVDs. (probably not noticed since they actually belong in the toy dept) The idea is one stop shopping for a cheap family night at home. By a board game, kid dvd and some snacks.

And guess what: today on Twitter, Walmart made an official announcement.

Walmart on Twitter (Thanks to m_worker and Travis!)

The defendant, 21-year-old Kenneth Applegate II, denied being the person who slipped a small video camera under the door in a pile of clothes, but co-workers found a video camera they recognized as his few days later, and on that camera's memory card was footage of the teen.

The teen included A&F in the lawsuit because she says Applegate the Deuce had been banned from the mall one month before the incident, and the store was therefore negligent in hiring him. Clearly he would be better suited for the all-sex-all-the-time branding of American Apparel.

"Teen sues after she was taped in dressing room" [WKRN] (Thanks to Christopher!)
(Photo: woodleywonderworks)

Speaking from experience, I suggest the ideal clothes shopping jaunt would involve a side door the general public doesn't use very much, a straight line directly to the clothes, a quiet employee who ignores you until you have a question, a nearby register, and a straight line out of the store. If you can't get the entire experience down to under 5 minutes, you (the retailer) are doing something wrong. Or you've installed strippers, which probably wasn't a good idea.

"Making guys feel at home shopping" [SFGate]
(Photo: quinn.anya)

Jonathan wrote to Consumerist:

So I've got a funny story for you. My wife placed an order last week
with Banana Republic for some clothes and received the order the end
of last week without a single hitch. No problems, right? Well this
week we received the weirdest package I've ever seen in my 25 years on
this earth. My wife got home today and found ANOTHER package from
Banana Republic. Since she didn't order anything, she just figured
they sent her another order by mistake. Now assuming these clothes
fit, I'm sure she would have considered this her lucky day. But when
she picked up the 4 lb box, she noticed it had a weird clicking noise
to it.

Here's what she found inside...

Yep, she was sent a 4 lb box of plastic security tags — plus the
mental tacks that attach the tag to the clothing. Score! She called BR
and they couldn't tell her why she received them. A future note for
BR: If you're going to send us a box with free stuff, please make sure
the contents are worth our while!

I guess she can be grateful that she received a completely absurd package, likely destined for her nearest Banana Republic store, instead of a box of free clothes and the ensuing moral dilemma.

They didn't even pick a cool Twitter handle, opting for "the_shack" since the "theshack" was already taken. Our advice: rename yourselves The Battery Closet or Gadget Wagon, advertise in Grit and Parade, and go for unapologetically retro instead of cutting edge. Then your high prices will just seem like some form of retail dementia instead of a rip off.

"The Shack Jumps the Shark" [Broadband @ The Big Money (Slate)]

1. Health insurance. It's too high, so to cut costs companies hire part timers. "It is difficult enough to train full-time people. Having them there part-time and having a huge turnover makes it all the more difficult."

2. Crazy pricing. Now that retailers engage in overhyped sales year-round, it's much more difficult to keep the right ratio of employees to customers. "When you have manic pricing, up one day, down the next, it wreaks havoc on customer service. When the sale is on, you don't have enough staff. When the sale is off, the staff stands around and complains about the slow business."

3. The lack of a merchant class. (We think that's what he's saying.) Most modern businesses don't pass down a tradition of how to value the customer relationship. Instead, impersonal corporate employees swoop in and make decisions that look good on paper, but ruin the ineffable sense of being appreciated that most customers long for:

When you walk into a store, and there is virtually no help, it's because someone figured out that the company could save X dollars if it cut back the labor budget by 7 percent. When you walk out disgusted and sales go down, the store blames it on the economy or brutal competition. Then the company reacts by having another sale which further erodes profit margins. This cycle eventually results in another failed store.

"Why Customer Service Is So Bad" [New York Times]
(Photo: mrmanc)

RELATED
"Radio Shacks Rebrands As 'The Shack'"
"Pizza Hut Tries To Avoid Blame For Its Pizza, Shortens Name To 'The Hut'"
(Photo: stevendamron)

Customized PCs! A giant "Digital Media Wall!" Media Center demos! An "answer bar." ...wait, that last one sounds kind of familiar.

It looks full of fun toys and shiny objects, like an Apple Store but... better. What's not to like? I mean, other than Windows. I don't like Windows very much.

This design will inevitably change by the time any actual stores open, but it's interesting to see what Microsoft intends to do with a retail space.

Leak: Inside the Microsoft Store With Wall-Sized Screens and the Answers Bar [Gizmodo]

(Photo: frankieleon)

I'm all about putting things together myself, but I draw the lines somewhere near light bulbs. Maybe by "some assembly" they mean that you need to screw in the bulbs yourself. Or this is just a Target-style reality slip on the part of Fry's.

The man, who was reportedly not a customer, grabbed a 3-foot copper lighting fixture weighing about 10 pounds and began smashing cardboard boxes that contained merchandise on Friday, May 15, said Mark Young, spokesman for the Bellingham Police Department.

The man held the lighting fixture above his head and moved toward an employee in a threatening manner, Young said. The employee got out of the way, and the man left the store

The police found him nearby with a box cutter in his pocket and feces on his shoe, although they don't specify if it was his own feces or some miscellaneous street feces. He was Tasered, then booked into jail "on suspicion of second-degree assault, third-degree theft [he left with the lighting fixture -Ed.] and malicious mischief."

Washington just passed a law that requires stores to let customers use the bathroom under certain circumstances, but it doesn't go into effect until July 26th. If only he'd been able to hold it until then. And been willing to buy that lighting fixture.

"Man arrested in vandalism of Bellingham store" [Bellingham Herald] (Thanks to Ryan!)
(Photo: scriptingnews)

She writes:

Speaking for REI, the incident that occurred between one of our customers and a security company servicing an ATM in our Seattle store was unfortunate. For those who may not be aware of the details, the situation between the two parties escalated to the point that the police were called by the ATM security officers and the customer was detained.

We've heard from people about what should or should not have happened at the store, which we've appreciated. The one thing that is clear from the discussion is that the outcome was a bad one for all involved. We regret that the matter couldn't be defused before the police became involved.

It's not our intent to ban the customer from the store, and he is welcome to visit our store and shop with us. We've appreciated people sharing their varied points of view so we can avoid situations like this in the future. One step we are taking is to discuss with the ATM security company ways to prevent the circumstances that led to this problem.

Libby Hutchinson, APR
Recreational Equipment Inc - REI
Director - Corporate Communications

On Shane's own blog, he's posted a follow up to provide more details on the story. He says,

I was not arrested for trespassing. That much is clear. I was not told to leave. I was told in no uncertain terms that I could not leave. The cops had me sign a card as I was being released that acknowledged that (someone at) REI requested that I be trespassed. That means if I go back to REI within a year I can be arrested for trespassing. Although…

The downtown Seattle REI general manager, Kara Stone, was quoted on Slog saying that I am "welcome to come into our store" and that REI did not request I be trespassed. According to the Slog story, the Seattle Police records show otherwise. I'm guessing that the REI security people told the cops to do it and that the general manager was unawares of it. Either way, I'm not racing back there anytime soon.

It's not clear (to me and others) if I was ‘arrested' or just ‘detained' or if the difference is just semantics. I never said in my post that I was arrested. I said that I was cuffed, taken out of the store by the cops, put in a police car and put into a holding cell for some time. Whether that was "arrested" or not, I'm not sure.

When I was released from the police station, it didn't seem like any charges were being pressed against me. But when I tried to get the police report, I was reminded that charges can be pressed after the fact. So as of now, nothing more has happened with the police. We'll see if that changes.

"What happened at REI. An Update." [I Am Shane Becker]

RELATED
"Loomis Rent-A-Cops Have Shopper Cuffed, Hauled Away Over ATM Photo"
(Photo: veganstraightedge)

"For once some advertising I actually like," Joshua noted. "Makes finding places easier." Especially if you shop in a helicopter.

Target, Alexandria, Virginia [Google Maps]

Here's just one reason why we think the Loomis guards should be fired, and not just reprimanded: the guard who saw Shane take the picture threatened him with physical harm if Shane didn't obey his commands. Here's the exchange between Shane and him:

Him - When you're done over here, come talk to me.

Me - No, thanks.

Him - Don't try to leave. I will tackle you.

Me - No, you won't.

Him - I'll call the cops.

Me - I can't stop you.

We think Officer Debra Pelich should apologize just for flat-out being an idiot. Check out her ludicrous "reasoning" below:

We go back and forth about why I took it and don't see it as a problem versus why they think it's somehow threatening their personal safety and their property's safety. They're trying to convince me to give my ID to the Loomis guys to write their report. I'm trying to convince them to go fuck themselves that I didn't do anything illegal or otherwise wrong and that Loomis doesn't have any jurisdiction to compel me to give them my ID. Round and round, over and over. Until…

Officer Debra Pelich (#5976):
"Remember 9/11? I saw pictures of those buildings. One time when I was in Florida I was wandering around taking pictures. A security team came up and told me it was a high security restricted area. I wasn't supposed to be taking pictures there. I explained that I didn't know that, was a police officer, showed them my ID and complied with them. We cleared it up and I left."

Me (totally baffled):
"Since you managed to pull the 9/11 card somehow, does that mean that everyone that took a picture of those buildings-"

That was when Officer GE Abed (#6270) spun me around and put handcuffs on me. They took me out the back door to the loading garage, put me in the back of Seattle Police car #805. We sat there for a few minutes then they took me down to Seattle Police Department West Precinct. I sat in a holding cell for about 30 minutes still in cuffs.

Shane noted that even though everyone was apparently deathly afraid of his super spy skillz, Officer Pelich made no move to hide the security code to the police station garage door when they pulled up—instead she keyed in the number in full view of Shane. Nice work there protecting your fellow officers from terrorists, Pelich.

Shane points out that with just a little bit of Google searching on the morning he posted his story, he came up with 33 different links to data—brochures, photographs, maps—about ATMs and ATM locations, all of it far more sensitive than the noisy 2MP photo he snapped from a distance with his iPhone. He also points out that they didn't ask him to delete the image; it seems like his "crime" was taking an image and then refusing to follow the orders of the Loomis guard and hand over his ID afterwards, even though the Loomis guards had no legal right to demand any information from Shane. What REI could have done was post a sign on premises stating no photography was allowed, or talked to Shane after the incident to explain that they don't allow photos on their property, but that wasn't what happened either. Instead, Shane was carted away in cuffs.

Remember, you can take photos of pretty much any damned thing you want in public (military and national security areas are the exception), including children, buildings, airports, and police officers. Private properties can set their own rules about what kind of photography is allowed, but can't confiscate your film without a court order. If they try to or threaten you with arrest, they're more likely to be breaking the law than you are.

Bert Krages, an attorney who wrote a concise summary of rights called The Photographer's Rights (from which we pulled out the info in the above paragraph), points out that most public photo altercations are started by security officers or employees who don't know the law and who just assume that taking photos is somehow illegal. He suggests if a rent-a-cop becomes "pushy, combative, or unreasonably hostile," call the police. But who do you call when the police are also dumb and easily frightened, and more likely to protect private businesses instead of private citizens?

If you know of a good attorney in Seattle who can help his cause, please let Shane know at twitter.com/veganstraightedge

"Of ATMs, iPhones… and 9/11?" [I Am Shane Becker] (Thanks to Aaron!)
(Photo: veganstraightedge)

RELATED
The Photographer's Rights [Krages]

He wrote:

Hey guys, I was shopping at a local grocery store (the UGO in Knoxville, TN) that sells odds and ends, scratch and dent stuff (think a Big Lots for grocery items) and I came across this table of new in bag Circuit City red polos. I am told that the company bought them for $0.25 a shirt, and they are selling them for $1.00 a shirt. I also found a few of the XXL shirts with a Generation C logo on a sleeve. They have like 8 cases of these things in different sizes, men and women's styles.

So, dear readers: What would you do with these shirts?

"Coupon Nazis Strike Again at Checkout Counter" [Reality Bites Back]
(Photo: markomni)

URBANCAMOUFLAGE [Official Site] (Thanks to c-side!)

Underhill says that most American consumers fall into one of these three categories:

• Those "who are in immediate danger of being downwardly mobile." Regardless of current socioeconomic level, layoffs and other financial emergencies have caused them to stop spending entirely.
• Those who aren't in danger now but know someone who is, and who have stopped spending out of extreme caution and a sense of needing to be more financially responsible. "It's fundamentally healthy over the long term, but it's painful over the short term."
• Those who "have very real piles of money" but who have "learned that conspicuous consumption is bad manners," and/or who have adopted the idea that financial responsibility is a moral issue.

Other highlights from the interview:

• Retail stores are getting messier, because people are picking up items, carrying them around, and then taking them out of their cart at the last minute.
• Reading labels is a more popular activity: "It used to be that label reading was linked to income and education. And now that's linked to literacy. Everyone is doing it."
• The concept of buying used seems to be increasing in popularity.
• "We have reached the apogee of the big box," and going bigger now "is actually starting to be counterproductive." Underhill says retailers are going to have to learn to edit. We find this interesting because he also points out that consumers have greater pricing transparency than ever before thanks to web access via mobile phones. How does a retailer compete on choice and pricing without bloating up their inventory?
• "I think, as a culture, we are over-stored. All store chains would be healthier if they were smaller."

Read the full interview at Time.com.

"How Consumers Shop Differently Today" [Time]
(Photo: Intangible Arts)

The company also has seen rising delinquencies in its credit-card business, another source of trouble. The credit card business dragged down fourth-quarter results with a one-time, pre-tax loss of $135 million.

So, what do you think, is Target too expensive?

Target 4Q profit falls 41 percent amid downturn [AP](Thanks, j!)
(Photo:intangiblearts)

From This Week In Consumer Electronics:

In addition to Ritz Camera stores, the chain owns Wolf Camera, Kits Cameras, Inkleys and the Camera Shops, as well as the Boater's World chain. The company's lenders had ordered it to boost reserves, and the company's boating chain had been hampered by previously rising gas prices, Ritz said in an affidavit. The chain also said it was pinched by a reduction in photo finishing revenues.

Update: A reader, Karl, writes in to point out that Ritz Interactive, the online component of Ritz, is not included in the bankruptcy and will operate as usual. On their press release they say, "We will continue to work with them as a distributor, but we source through multiple distributors, so we have other options."

"Ritz Camera Files Ch. 11" [TWICE] (Thanks to Klay!)

RELATED
All of our Ritz Camera posts
(Photo: goosmurf)

Reuters says that despite the economic downturn sales of video game systems have "remained robust," a trend that GameStop's CEO says has to do with the value of video gaming as apposed to other forms of entertainment.

"Consumers will continue to spend money on video game software as they see video game as really inexpensive entertainment," that they can play for months, GameStop Chief Executive Dan DeMatteo told Reuters in an interview.

GameStop's shares are up 11.4% and its earnings per share are expected to rise 18-22% this year — despite the grim economic outlook.

GameStop has plans to open 400 new stores this year, worldwide, as other retailers struggle to stay afloat. Part of GameStop's secret to profitability is its trade-in program — in which gamers "sell" games for a fraction of the cost — and a fraction of the price at which the games can be resold. Something to think about when you go to "trade in" your used games.

UPDATE 2-GameStop sees growth despite economic slowdown [Reuters]
(Photo:Marike79)

In early January I found out that I could receive a corporate discount from AT&T. I'd had an iPhone since 2007, but used it with a GoPhone SIM, because I found the $60/month charges a bit outrageous for someone who never talks on the phone. They used to have an Unlimited Medianet plan for GoPhone for $20/month, and I rarely paid more than $30/month on service. When they yanked away that plan in November, I found myself jonesing for data, and fell right into their hands.

I went into the AT&T store on January 2, aware that I'd have to sign a 2-year contract if I signed up for a post-paid plan. I asked the man at the counter twice to please verify my corporate discount, and he twice assured me it would be 19%. He definitely saw that it was an iPhone 2G.

Instead of showing me a contract, as I expected, he simply printed a short receipt that indicated he had activated service and applied my GoPhone balance to the account. As far as I remember, nothing was signed.

This week, I finally received my first full bill; no corporate discount. I emailed customer support, and was shown a line in the contract stating that "There are no equipment or monthly service discounts available with the purchase of an iPhone." [See the contract terms here.] I wrote back asking if my early termination fee could be waived, since I was given false information at the store. I was told no, but that I could upgrade to the iPhone 3G to receive the discount.

I replied that I was flummoxed that there are no repercussions for an AT&T representative using false information to lock in a sale, and that I'd write Consumerist to see if I'm being way off-base in expecting some sort of good faith offer to make up for what, at best, was miscommunication, and, at worst, consciously reeling in an unsuspecting sucker.

Mark adds, "This is one of those situations where I'm not sure what I expect from the company, and whether or not it's completely my fault for being a less than astute customer." It's a valid question—how much should the company try to resolve a problem that's at least partially the customer's fault? In this case, however, we don't think it's your fault at all.

When you're at the AT&T store, you're relying on their representative to take care of the activation side of things. You expect them to give you accurate information. In fact, you have to do this—you don't have access to their system or customer account records during the transaction, and if all they provide is a receipt, some verbal promises, and a "you're good to go" message, it's hard to see how you would have been able to identify and protect yourself from this issue.

What's more interesting to us, though, is that you didn't purchase an iPhone at the time you activated the service. We therefore don't see how their fine print applies, which specifically states there's no discount with the purchase of an iPhone.

Try calling their executive line to explain your case. Even if they refuse to approve a corporate discount, we would hope they understand that the confusion wasn't your fault and that the ETF should be waived.

She writes:

Today I visited the Garden State Plaza Urban Outfitters on a whim, and decided to try on some clothes. The attendant set me up in a room, and then about ten minutes later knocked on my door, ostensibly to find out whether the room was occupied. I announced my presence, and he knocked again. I announced my presence again, and he swung the door wide open, revealing me topless to the changing area.

He stood there for a period of time that necessitated my grabbing some item of clothing to cover myself, then he apologized and closed the door. I would have chalked it up to an honest, albeit creepy mistake, but he began laughing with his coworker about how he "does that all the time."

Miriam, understandably disturbed by the experience, quickly left the store. When she had calmed down a little and called her husband for moral support, she returned to make a formal complaint.

An employee with a walkie talkie instructed me to chase said manager to the back of the store, back to where the surrounding people had seen me half naked. I chose to go home and find out how to do an EECB to let the company know that perhaps they should use some sort of marker on the door to denote an occupant, and instruct the attendants that it's not their personal Last Night's Party back there.

I'm asking you guys, who would be the best person to contact about this?

Despite this completely inappropriate employee, we were pleasantly surprised to see that Urban Outfitters actually publicly lists the email addresses of its officers and board of directors. Go here, Miriam, for all the contact info you should need.

For EECB help, click here.

(Photo: InfoMofo)

Stores like J. Crew and Costco are revising their return and price adjustment policies to accommodate customers who ask, and electronics retailers are cutting prices to stay competitive with other stores, so if you're doing any post-holiday shopping, be sure to ask about a lower price. What's more, we wrote recently that the best time to haggle is the end of the month. The end of the year is better still.

For a primer on haggling, check out an earlier link we posted to Consumer Reports's "Tightwad" Tod Marks teaching NBC's Matt Lauer how to haggle. And check out the rest of our stories on haggling.

Has the stagnant economy inspired you to negotiate prices? Are you an experienced haggler? Let us know your experiences in the comments.

(Photo: Getty)

Sean writes:

1) The e-mail I sent to customer service did nothing. They replied that they could do nothing.

2) The store manager called me back the next day to tell me the district manager had given approval to have the store contact the original purchaser, explain the mistake, and ask if they could recharge his card. Once this was completed, they would issue me a gift card for the original amount. She did "apologize for all he craziness" at the store the night of the incident.

3) About a week later I received a call from the district manager asking if everything had been resolved. I said I hadn't heard any updates. He told me that everything had been taken care of (the original purchaser's card had been re-charged) and that my gift card was waiting at the store. I could either pick it up, or they could mail it to me. I asked him to mail it to me.

4) A few days later I received the gift card in the mail. I called the number on the card to check the balance, and it said it couldn't because the card wasn't active. This concerned me, but I thought it could be due to the circumstances it was issued, etc.

5) A few days later, I went to the store to use my gift card. I first stopped at the customer service desk to have them check the balance on the card. They said it wasn't active, and asked if I'd already used it. I said no and that it was a long story, and they went to get the manager. She came out a few moments later (it was the same manager from the night of the original incident) and issued me a new card, which I used immediately.

So, in the end, it all turned out. I was a bit surprised that they didn't offer me anything for the trouble or at least a more sincere apology. But, I guess I should just be happy that they took responsibility and corrected the mistake.

In the future, I'll be much more explicit when making exchanges or returns as to what I want before I hand over the product. And, even though I don't think I should have to, I'll no longer assume the clerk will understand that I'm not the original purchaser if I'm using a gift receipt.

PREVIOUSLY: Circuit City Credits Wrong Card For $130 Return, Sends You Away With Nothing
(Photo: qnr - Gone for a while)

The New York Times says that DisplaySearch, a market research firm, says that so-called "Black Friday" prices "could go as low as $400 for a 32-inch LCD, and $600 for a 42-inch plasma set — about $200 off current prices."

From the NYT:

Many retailers are cutting costs because they expect a lighter selling season. Best Buy announced that it would hire 16,000 to 20,000 seasonal employees, a hefty drop from last year’s 26,000 seasonal hires.

Best Buy’s comparable-store sales in September dropped 2 percent from the year before. “We’ll see less traffic,” Brian Dunn, Best Buy’s president, said. “We’ll grow our share by offering the right solution, product and service. We’re not looking to get every dime out of you. If a customer just wants the lowest price on a TV set, we’ll give it to them with a smile.”

And to increase the likelihood that customers will pull out their wallets, several manufacturers, including Panasonic and Sharp, are working with retailers to offer extended financing with either same-as-cash interest or deferred payment plans.

Some believe that bundling items, like a flat-screen TV with a Blu-ray player or an audio system, will provide that extra value that will push consumers to buy.

Best Buy will offer a bundle “targeted to middle America,” Mr. Dunn said.

Hefty Discounts Could Arrive on Big-Screen TVs, but Buyers May Be Resistant [NYT]
(Photo: Clean Wal-Mart )

Sean writes:

I returned a product [yesterday] to the Appleton, WI Circuit City with a gift receipt. The clerk accepted the returned product, but mistakenly credited the original purchaser's credit card (I am not the original purchaser) for the return. After informing me of this, I told her that I did not purchase this product, it was given to me (thus, the gift receipt) and that I intended to return it for store credit so I could purchase a different product. I was told that since the return had been processed and credited to the original purchaser's credit card, nothing could be done. I was advised to contact the original purchaser and try to collect the money myself.

After much debate with the clerk, the supervisor, and the operations manager, I was told there was nothing that could be done, and the only option I had was to go back to the person who bought it, and ask for the money. This is unacceptable.

I entered the store in possession of a product (my property, I was the owner). I gave the product and gift receipt to the clerk to process a return. The clerk accepted my return and gave my money (the monetary value of the product - the original purchase price) to the wrong person (someone other than me). I left the store without my property or the monetary value of the property.

I would like either my property (the original product - a Logitech Harmony remote control) returned to me or store credit (gift card) for the orignal purchase price (approximately $130) of the product.

That's the letter Sean sent to Circuit City's customer service department, although Seans says he has yet to hear back from them. He adds, "What can I do? Isn't this illegal? They accept my returned product and mistakenly give the money to someone else, and then refuse to give me either the product or the money (store credit)? Isn't this theft of some sort? Should I contact the police?"

What do you guys think? Will the police take his report seriously? This certainly sounds like the definition of theft to us.

In the meantime, Sean, you may want to send that same letter to these Circuit City executive email addresses. What happened to you sounds to us like a fireable offense for that supervisor, and you need to make sure your story reaches the people who can see to it that you're compensated.

(Photo: Getty Images)