#MarketingFail for Jos A. Bank – Jos A. Bank $20 off Coupon
On July 18th, 2012 Jos. A Bank sent out an email to their email subscribers with a $20 off $20 coupon with an option to Forward to a Friend.
The coupon expires July 26th, 2012. Apparently they didn't think this promotion through and didn't realize how viral the coupon would be. They are now refusing to honor the coupon and customers are flooding their Facebook page with comments on horrible customer service and people refusing to shop there ever again. To make matters worse Jos A. Bank is not even responding to their fans on Facebook.
An even worse problem is the fact the mobile version of the coupon is still up.
I have seen more and more companies doing all kinds of crazy coupons and then turning around and reneging on the offer because they didn't think it through. I feel sorry for the store employees, some employees are saying consumers are screaming at them and making a scene in the store. This is just uncalled for. We as Americans have become spoiled little children who act 2 year olds when we don't get something.
Suggestions:
Jos. A Bank – Send out an apology and for goodness sakes reply to the people on your social sites. Take down the mobile version of your coupon. Ultimately maybe you should replace the offer with some different. I can understand how this offer could be financially detrimental but maybe you could offer something else? YOUR LOSING BUSINESS!
Consumers – Put your big girl panties on and deal with it. It's a coupon for goodness sakes. Don't yell at the employees, they are just doing what they are told, they didn't make the decision. Instead pick up the phone and call the 1-800# and let them know at corporate that your unhappy but PLEASE be civil about it. You have every right to be upset , especially if you wasted your gas but yelling and screaming isn't going to get you any where.
Brands – Don't be afraid to put offers out there to your fans, just think through them first. There are hundreds of coupon experts that you could consult with before you put an offer out. I have lots of brands who consult with me. Respond, don't ignore if you make a mistake.
I didn’t use it because I thought something like this would happen. I agree w/ you that people should never make a scene at the store.
I saw this and thought too good to be true so I researched and saw all this. Brita pulled a $10 rebate before because they didn’t put “while supplies last” on it, they lost a lot of business including mine.
Thanks so much for letting us know. I agree with all your comments. Love and follow your site!!