Our company also has a website. Our website sometimes offers sales and prices that our stores never
match for many reasons, the most obvious of which being that once you add on the crazy cost of shipping (which is, disgustingly, often up to 25-50% of the stuff you're buying) the item pretty much costs the same as it does in store if not more.
Tons of people get angry about this and i have no comment on the policy's fairness one way or the other but this lady was making a scene.
She was one of those mothers who was pointing to the kid and told me i was ruining
his day/birthday/holiday/LIFE and how could i live with myself.
I offered her the only thing i could which was 10% off for "guest satisfaction" but she decided she'd rather yell at me.
I explained to her that the website can charge outrageous shipping costs which is why they can provide better sales and that when you buy things from a store the cost of shipping is smaller per item and included in the overall price she went nuts
"You mean when we buy something in here," she waved her arms wildly behind her toward the shelves of merchandise "we're paying SHIPPING????????!!!!???"
I had one of those long pause WTF moments.
"We'll yes, the product has to be shipped to the store location. But since our shipments come regularly and are in bulk the cost is minimal."
"THIS IS UNBELIEVABLE!!!!!!! YOU CHARGE US FOR SHIPPING!!???"
--and she stormed off.
Good thing I didn't tell her about all those other hidden
costs like the costs for materials or assembly.