naby64
Drama Llama
Posts: 6,327 
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Post by naby64 on Nov 12, 2023 20:39:42 GMT
I have been an SG shopper for a long while. It got sporadic in the past couple of years. I have slowed down any paper crafting almost to the point of getting rid of some of my stuff.
Well, during church this morning I checked email. Hmmmm, what's this? They are changing their rewards program and it seems effective immediately. Now, I only had 549 points so I'm not losing anything but I know people that have been affected in large numbers.
I am just rubbed wrong there was no notice on the change. Send an email out on a Sunday morning when a lot of ladies are in church and can do nothing about it just doesn't send me good vibes. And how about, deciding this needs to be done first of the year and to give notice now.
Anyway, thoughts? If any?
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Post by boymom5 on Nov 12, 2023 21:04:54 GMT
While I can understand the frustration that was felt by some customers, I can also understand the ladies of Scrapbook Generations POV. They are running a business who has been quite generous over the years and if this decision is one that is needed to help them stay afloat, then I’m all for it. Using points for 20% off is still an incentive for many. I’ve enjoyed their contribution to the hobby and the events they put on over the years and do hope that they can succeed through this rough time.
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jediannie
Pearl Clutcher
Posts: 3,066
Jun 30, 2014 3:19:06 GMT
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Post by jediannie on Nov 12, 2023 21:14:23 GMT
I just looked again at the email and there should have been more notice, like saying "starting Dec 1" or something like that instead of "going forward". I understand they have to adapt to the new retail climate but giving people more of a heads up would have been nice. I don't have any points since I haven't ordered from them in years so this is just my general retail hot take (as someone who worked in a large corporate retail setting in the past). You piss of the customers and they will leave you high and dry.
I do like that they're going to start doing preorders for a lot of items. That's a good way to not have so much inventory on hand and like they said, they can see what the demand will be for all the new lines coming out.
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Post by Linda on Nov 12, 2023 21:19:18 GMT
I haven't received the email - possibly because I wasn't sitting on points - but I agree with boymom5 - they're a small business that has and continues to be generous with the scrapbook community - free sketches, free events - and with their customers - free kit weekends, bank-it etc... - and if this is the business decision they needed to make to continue in business, then I'm sure they've thought long and hard about it and I hope they continue in business for years to come. |
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jediannie
Pearl Clutcher
Posts: 3,066
Jun 30, 2014 3:19:06 GMT
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Post by jediannie on Nov 12, 2023 21:23:17 GMT
they're a small business that has and continues to be generous with the scrapbook community - free sketches, free events - and with their customers - free kit weekends, bank-it etc... - and if this is the business decision they needed to make to continue in business, then I'm sure they've thought long and hard about it and I hope they continue in business for years to come. They can do whatever they want with their business, that is true and also they have been generous with freebies and such. However, a heads up to their customers would have been nice. |
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Post by groovy on Nov 13, 2023 0:11:38 GMT
Most retailers give some notice before changing a rewards program to allow their customers to take advantage of the rewards they’ve earned. It’s just best practice.
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Post by riversong1963 on Nov 13, 2023 11:37:28 GMT
I think it's just plain good business to give a little heads-up so that their loyal customers can redeem the points they've earned and have been saving up. After all, if it weren't for them, they wouldn't have a business. And they have some very loyal customers (not me, because I was turned off a long time ago - long story for another time).
ETA: It's good that the points haven't been lost, but the explanation could have been presented more professionally.
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joyfulnana
Pearl Clutcher
Posts: 3,030
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Post by joyfulnana on Nov 13, 2023 13:07:01 GMT
I could be wrong, but the way I read the email, any rewards you already have can still be used, but going forward, rewards will be under the new program. Some notice ahead of time would have been nice, but as has been said, they have to do what's necessary to keep going.
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Deleted
Posts: 0
Nov 2, 2024 10:24:39 GMT
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Post by Deleted on Nov 13, 2023 13:49:37 GMT
Thanks for giving me the opportunity to clarify the change. If a person had 549 reward points on Saturday morning, she still had 549 points on Sunday after the rewards plan was changed. If a person had 5490 points on Saturday, she still had 5490 points on Sunday.
No points were taken from a single account. No one lost a single point.
The change was to the way the points are redeemed. Instead of rewards being used for dollar amounts off a purchase (the highest choice was $20), points are now redeemed for 20% off a purchase. Since a person chooses what order to use rewards points on, if the order is $100 for example, the person would still get $20 off. So while the redeem choice has changed, the reward itself can potentially be the same. If the order was $150, for example, the person would be getting a reward of $30 off the order.
I’m not here to argue with anyone. I just wanted to make sure that the change was understood correctly. No points were taken away. All points can still be redeemed for a reward. The redemption choice has changed from $5, $10, $15, or $20 off an order to 20% off an order.
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Post by KelleeM on Nov 13, 2023 18:05:58 GMT
I didn’t notice an email but I ordered two digital books on Wednesday and was thrilled to see I had points I could redeem for $5 off of my purchase. I am so glad I bought those books because they helped tremendously while I was at a crop last weekend and had a ton of 4x6 photos to scrap.
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Post by mom on Nov 13, 2023 21:43:39 GMT
I didn’t notice an email but I ordered two digital books on Wednesday and was thrilled to see I had points I could redeem for $5 off of my purchase. I am so glad I bought those books because they helped tremendously while I was at a crop last weekend and had a ton of 4x6 photos to scrap. Can you link the books you got? Thank you! |
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Post by KelleeM on Nov 13, 2023 22:36:24 GMT
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Post by mom on Nov 13, 2023 22:56:27 GMT
Thank you! I am always looking for great sketches for 4x6 photos. |
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Post by guzismom on Nov 13, 2023 23:12:19 GMT
SG can keep their points; I'll be shopping elsewhere from now on. For me, it's less about the points and more about SG's response to people questioning the change on FB; they were rude and unprofessional. Of course, it was taken down.
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live2scrap
Shy Member
Posts: 26
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Post by live2scrap on Nov 13, 2023 23:31:56 GMT
SG can keep their points; I'll be shopping elsewhere from now on. For me, it's less about the points and more about SG's response to people questioning the change on FB; they were rude and unprofessional. Of course, it was taken down. I didn't really care about the change to their reward's system. It was their responses to comments that they then deleted. Well actually they deleted the whole post. I was very disappointed in how they handled the situation. A little humility goes a long way. |
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Post by riversong1963 on Nov 13, 2023 23:46:22 GMT
Clarification is appreciated. Rudeness isn't.
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hrod
Shy Member
Posts: 33
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Post by hrod on Nov 13, 2023 23:46:47 GMT
SG can keep their points; I'll be shopping elsewhere from now on. For me, it's less about the points and more about SG's response to people questioning the change on FB; they were rude and unprofessional. Of course, it was taken down. I agree. Calling out any customers and revealing their private purchase information in a public forum is atrocious customer service. |
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live2scrap
Shy Member
Posts: 26
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Post by live2scrap on Nov 13, 2023 23:49:16 GMT
SG can keep their points; I'll be shopping elsewhere from now on. For me, it's less about the points and more about SG's response to people questioning the change on FB; they were rude and unprofessional. Of course, it was taken down. I agree. Calling out any customers and revealing their private purchase information in a public forum is atrocious customer service. I was shocked by this! |
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Post by revirdsuba99 on Nov 14, 2023 0:20:07 GMT
SG can keep their points; I'll be shopping elsewhere from now on. For me, it's less about the points and more about SG's response to people questioning the change on FB; they were rude and unprofessional. Of course, it was taken down. I agree. Calling out any customers and revealing their private purchase information in a public forum is atrocious customer service. Wow, that is really bad... |
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Ohno
Junior Member
Posts: 82
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Post by Ohno on Nov 14, 2023 0:34:58 GMT
They have lost many longtime, loyal customers, which could have been prevented with some lead time, and courtesy. It is reminiscent of Donna Downey’s refusal of a refund to a cancer patient or Stacy Julian’s “So there!” The person responding rudely to customer concerns over replacement of actual cash rewards for a percentage off would have done well to count to 100 before hitting Post. And, then rather than owning their words and apologizing for rudeness, they deleted everything, hoping that scrappers are stupid.
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jediannie
Pearl Clutcher
Posts: 3,066
Jun 30, 2014 3:19:06 GMT
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Post by jediannie on Nov 14, 2023 0:38:02 GMT
I agree. Calling out any customers and revealing their private purchase information in a public forum is atrocious customer service. What? That's awful! |
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hrod
Shy Member
Posts: 33
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Post by hrod on Nov 14, 2023 0:39:18 GMT
I agree. Calling out any customers and revealing their private purchase information in a public forum is atrocious customer service. What? That's awful! Yeah. In the comments of the original post that was then subsequently deleted. |
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lokismom
Full Member
Posts: 291
Aug 22, 2023 13:00:18 GMT
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Post by lokismom on Nov 14, 2023 0:46:23 GMT
SG can keep their points; I'll be shopping elsewhere from now on. For me, it's less about the points and more about SG's response to people questioning the change on FB; they were rude and unprofessional. Of course, it was taken down. I agree. Calling out any customers and revealing their private purchase information in a public forum is atrocious customer service. And that was the moment I knew I would never make another purchase from them. |
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Elsabelle
Pearl Clutcher
Posts: 3,682
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Post by Elsabelle on Nov 14, 2023 1:32:12 GMT
SG can keep their points; I'll be shopping elsewhere from now on. For me, it's less about the points and more about SG's response to people questioning the change on FB; they were rude and unprofessional. Of course, it was taken down. I agree. Calling out any customers and revealing their private purchase information in a public forum is atrocious customer service. What? I missed this. Can someone tell me and anyone else who missed it what happened and what was posted? |
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naby64
Drama Llama
Posts: 6,327
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Post by naby64 on Nov 14, 2023 1:44:59 GMT
I agree. Calling out any customers and revealing their private purchase information in a public forum is atrocious customer service. What? I missed this. Can someone tell me and anyone else who missed it what happened and what was posted? The email went out early morning yesterday that SG would be changing their reward system. Instead of it being $5, $10, $15, etc., it would be a flat 20%. Someone correct me if I'm wrong but it used to be dollar for dollar with points. Anyway, what was really rubbing people was it was effective immediately. Some folks had been saving points for a large purchase. Like a rainy day fund. A couple of folks that I know personally commented on their FB post. One stated it was all of a sudden and usually stores give a heads up. The owner came back that it was a "change immediately or close the store" situation. A bit later 2 others questioned the email and one was answered rudely. The other was answered with her personal shopping info questioned and she was told "she hadn't made a purchase since xyz". When in fact, she had made a couple of purchases. Albeit, small ones. Screen shots were made of these comments. We noticed shortly after that the FB post was deleted. Several things have been suggested for crops, possible events, doing this or that. All met with crickets. Or brushed off. Fine, it is their business. But when that business could possibly be failing, per their own words, maybe some of these things mentioned could have been listened to. Look, I know all these ladies. I've met them and hugged their necks. Been to several crops when they've been there. Went to one We Create. This has rubbed several people the wrong way and will influence future shopping to different places. |
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Deleted
Posts: 0
Nov 2, 2024 10:24:39 GMT
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Post by Deleted on Nov 14, 2023 1:53:28 GMT
Customer service isn’t always easy, because when you have a family business, you have personal emotions bubbling up in any interaction you do. When it’s on social media, it’s especially important to get it right. In a moment which was not typical of us, we responded in a way that was not right. That is why I personally took down the original post on Facebook.
For what it’s worth, and I get it if it isn’t worth much, I apologize. We messed up. I don't know how to say it any prettier than that. I'm very sorry.
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Post by quinmm14 on Nov 14, 2023 2:24:46 GMT
Thank you! I am always looking for great sketches for 4x6 photos. I love SG for their sketches, I can't think of the last time I made a page without using one of their sketches. And I'm pretty sure I own dang near every single one they've ever created, lol. I pretty much shop only with SG for my scrap supplies, I love the little kits that I get with my $25 order each month. I especially love the Bank it program. I'm not mad about the change,  I'm still going to keep ordering and I like that they're going to do more preorders. ETA: I didn't read all the comments before I responded, but I don't do FB so I miss all that stuff... |
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jediannie
Pearl Clutcher
Posts: 3,066
Jun 30, 2014 3:19:06 GMT
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Post by jediannie on Nov 14, 2023 2:40:18 GMT
@rush2scrap - thank you for apologizing and acknowledging that mistakes were made. I appreciate it even though I have no skin in the game.  |
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Post by Linda on Nov 14, 2023 3:12:05 GMT
@rush2scrap - thank you for apologizing and acknowledging that mistakes were made. I appreciate it even though I have no skin in the game. I also appreciate it. We all make mistakes - thank you @rush2scrap for acknowledging and apologising |
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Elsabelle
Pearl Clutcher
Posts: 3,682
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Post by Elsabelle on Nov 14, 2023 3:15:16 GMT
Thanks for explaining, naby64. What a tough situation. |
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I'm still going to keep ordering and I like that they're going to do more preorders. 