False Advertising and Belittling In-Store Experience

I wanted to use the Oops Coverage to purchase new shades, as my original Oakleys’s frame had cracked and broken, and the adverti*****t attached to the receipt said I can bring my one in and get a new pair at less 50%.

The attendant looked visibly disappointed.

She says I can only make use of this benefit once. It cannot not be repeated again in my lifetime.

This isn’t stated anywhere on the receipt, but I agree, no problem.

Then she says it cannot be claimed without the original receipt, and it must be within one year of purchase.

No problem again. I give her the documents, all within one year of purchase, together with the original shades in their original holder.

The attendant looks at my receipt. Oh! I see you purchased the original shades at 30% discount, she says. The 50% applies only to the value of the original shades AFTER discount, she says, not the full value of the old shades.

That’s fine, I say.

Also, I can’t buy the shades I have chosen today because the new shades have to be at least as expensive or more expensive than the shades originally purchased BEFORE the original discount.

Here’s a problem.

The original shades were not on offer anymore, so I’d spent twenty minutes selecting an alternative pair from the limited selection available, which fit me perfectly - a rare find, given their limited range. These shades were perfect for me, I explained. I didn’t want to reselect other shades.

Another attendant steps in. She explains: it’s fine, you can take the cheaper shades, but the 50% must be app**** in full to the new shades, and you cannot be “given change” for any of it.

I hadn’t requested any refund of any change. There was no change involved. I would actually be paying in, not refunding. Nonetheless, at this point, as a discerning shopper of some elite brands, I was starting to be offended by this treatment. I never asked for any refund for any “change”. I don’t care about “change” when shopping in a brand-oriented store for a premium product. What matters to me quality, design, comfort, service etc.

I was seriously surprised at this belittling remark. I sensed the outright effort to discourage me away from using the advertised offer, and towards purchasing more expensive shades instead.

And another thing, the attendant explains. I cannot keep the original pair I purchased. They must be traded in. Unless you would like to purchase the replacement at full value, she said with a big smile.

Disgusted beyond expression by the obvious attempt to upsell and to block me from buying my desired product, I decided to leave the store immediately without purchasing anything, and to never set foot in any SH store again.

Back home, I unsubscribed from their email newsletter.

Before I deleted all their emails from my inbox, I checked the latest special offer Dated 20th June 2020. “50% off,” written big. Checking the T’s and C’s, true as anything, there were a whole string of conditions not mentioned in the ad, titled “Specifics” - eg, you have to buy TWO pairs, ONLY the second pair is discounted, the second pair must be CHEAPER than the first, and on and on, reducing the value of the benefit to 25% of your total purchase, when you do the math.

Why post misinformative ads for offers and then discourage / belittle clients who make use of them?

My in-store experience went from excitement to belittlement to horror.

My new shades go-to spot will not be in any way affiliated with this retail chain, I will make a point of that.