Murray M.

Mr. Cornell, CEO Target Corp

Sometimes the Boss should be aware of what is happening in their stores.

My wife and I were in need of a Christmas tree in anticipation of a large gathering at our home this year. On November 29,2017 around 6:00PM it was recommended by our daughter and granddaughter that we visit the Chaska, MN Target Super Store, which we did.

In entering the store we asked an attendant where their Christmas tree section was and were directed to the back of the store.
Reaching the area we spent 10 or so minutes reviewing the available trees on display. Spotting a young girl in a red vest in the next isle I asked a question about a particular tree stand I saw. Her response was that she didnt work in that section and did not know. I asked if she could call over another person that could help. She said sure.
My wife and I continued browsing the area and after about 10-minutes I walked back up to that girl and asked if she had called someone. Her response: OK, Ill do that now and then announced on the stores PA system Customer needs help in section C [something]. A woman quickly came to our aid, was friendly and helpful. She answered our question and then proceeded to assist us with picking out a Christmas tree.
After some time in comparing trees, likes and dislikes we choose our tree only to discover from Cheri our helper that they were out of stock.
Being the tree that we wanted I asked if we could purchase the display tree. Her response was Im not sure but will find out.
Cheri moving just a few feet away gets on her store phone and asks We have a Christmas tree on display but out of stock can the customer purchase the display tree? A males voice replies We cannot sell our display trees.
I said to Cheri, I heard and asked if she could check with other stores if they had that particular tree (*******) in stock.
She did, coming back with The Minnetonka Store on Hwy 101 has them in stock. I then told my wife Lets just drive over to the Minnetonka store and buy it.
Walking away I just had this feeling and went back to Cheri asking if she would call the store and have one held for us.
A few minutes later she comes back and says Im so sorry, Minnetonka is out of stock on that model tree.
Now, how would I have felt after driving all that way to the Minnetonka store only to get this news?
At this point, I ask again to see the store manager. Cheri back on her phone connects with the store manager and says
The customer would like to see you. The managers response: What does he want? Cheri says: He wants to see you about the display tree.
Not long at all a Mr. Ma****ha shows up. No smile or happy greeting, just That particular Tree is out of stock in fact it has been discontinued and I cannot sell it to you today but if you come back a week before Christmas I can sell it to you for 30% off.
I politely responded to him: Youre telling me that you have a tree on display for sale that has been discontinued and out of stock but you cant sell the display tree to me until a week before Christmas? He responded Yes, its store policy.
I challenged his position with something like: Why would you have a tree on display that you cannot sell? That in having this tree on display, you will be wasting the time of other customers that are interested in that tree and having your employees running around trying to help your customers? Does this make sense to you? I am willing to pay you full price for this display tree w/out the additional 30% discount and you will relieve your customers and employees of a lot of frustration, now
Mr. M responded Im sorry, its store policy.
Extremely frustrated my wife and I calmly leave the store.

The next morning, hoping to get the attention of someone at Target Corporate I first go through Targets Guest Services-Store Experience help line. It didnt take me long to realize that I was be patronized by a very friendly Mr. Daniel that was repeating a script that he had obviously memorized.
Daniel insured me that the Regional Manager will be getting this information and will be in contact with me.
Escaping the Rabbit Hole; I thank him for his time ending the call.
I call back and ask for the supervisor of that same department.
A very nice lady after asking me to tell her my complaint tries to
Help me in finding that particular tree. Putting me on- hold she calls two stores.
[Went something like]
One store has one like it but not the same.
The other store has one.
I ask her to call that store that has one and ask them to physically put their hand on it before I drive to the store.
She gets back to me, Youre correct, they dont have it.
I thanked her for her attempts and we ended the call.

I have purchased computer display units (Computers, Printers etc.) from other Big Box Stores in the past without any issues.
You would think that purchasing a display Christmas Tree wouldnt be so difficult.
In my investigation of Christmas Trees I discover that the same vendor supplies both Target and Menards - Christmas Trees.
Not the same models but close.
The next morning we head out to our local Menards in Eden Prairie.
This store is huge but we are quickly directed to the Christmas Tree section.
Very similar to Targets layout of display trees we spend a good twenty-thirty minutes looking at trees and decide on one that is very close to the one we saw at Target.
Another customer also looking at trees comes up to us and she says: I just love that tree but they are out of stock. I need to pick one out for our office and wouldnt you know the one I like is out of stock.
I look at my wife and said: Ill be right back. Im sure she knew what I was about to do.
I walk up to the first person I find wearing a blue vest. Can you tell me if you would be able to sell a display Christmas Tree if you are out of stock? The employee responded with; You would need to talk to Building Supplies. Their counter is right over there.
Reaching the building supplies desk I ask: If you are out of stock on a particular Christmas Tree would you be willing to sell your display unit? He responded with: Gee, I dont know, show me the tree. We both walk over to the display area, I show him the tree, he pulls the tag off the tree, walks over to the racking were they keep their stocked items and sees that they are out of stock. He then instructs me to follow him to another customer service desk where he gets the attention of I assume is a manager, name tag says Matt and explains the situation to him. Matt looks at me and says: Do you have a bag to put this tree in, if not we can grab a bag for just $20.00.
He was so quick, I replied with a quick stutter, sure!
The three of us begin walking to the display area.
Reaching the display area the two employees immediately begin dismantling the Tree. My wife seeing whats happening is quick to grab a tree bag and revolving stand. The two gentlemen bag the tree, zip-it-up up and place it on top of our cart. Mission accomplished, you would think that we were done. NO! Matt says to my wife and I do you shop here often? I say: No we dont. Matt says: We have some phenomenal Specials going on right now, if you have a couple minutes follow me. In my head Im saying to myself you just got the display tree you wanted, sure Ill follow him.
Just two isles over Matt points out a special they have on Pork and Beef roasts for just $6.00/ea. They are delicious, my wife loves them, Matt says In our basket my wife places one beef roast. We continue on down next isle. Matt: Do you use KCups? Yes, we do. Matt: Look at this, an 80-count box for just $17.00. Recognizing the same brand I purchase at our local grocery store, 42-count for $18.95, in the basket it goes.
I look at my wife and say: This is silly, were going to end up buying everything this guy points out to us. I thank Matt for showing us the deals but let him know we need to go home.
Matt escorts us to the register area, gives the paperwork to the cashier on the Christmas Tree and waits for the other items to be processed and paid for. He then with a big smile Thanks us for shopping at Menards and wishes us a Happy Holiday Season. I reply with: Thank you so much Matt for your assistance and we will be back to look at more deals you have.
Happy Holidays to you too.
No, the Target Regional Manager never got back to me.