Latest / Omni Talk Retail / Publix Sued for Overcharging Customers – Pricing Error or Deception?

Transcript

Publix Sued for Overcharging Customers – Pricing Error or Deception? · Omni Talk Retail

• 0:00
  Talking
• 0:00
  about
• 0:00
  another
• 0:00
  battle
• 0:01
  between
• 0:02
  Florida
• 0:02
  shoppers
• 0:03
  at
• 0:03
  Publix
• 0:05
  and
• 0:05
  Publix.
• 0:06
  Publix
• 0:06
  is
• 0:06
  being
• 0:06
  sued
• 0:07
  for
• 0:07
  allegedly
• 0:08
  overcharging
• 0:09
  Chris
• 0:09
  for
• 0:09
  weighted
• 0:10
  items,
• 0:11
  According
• 0:11
  to
• 0:11
  Grocery
• 0:12
  Diet.
• 0:12
  Publix
• 0:12
  is
• 0:13
  facing
• 0:13
  a
• 0:13
  class
• 0:13
  action
• 0:14
  lawsuit
• 0:14
  alleging
• 0:14
  the
• 0:14
  grocer
• 0:15
  overcharged
• 0:16
  consumers
• 0:16
  for
• 0:17
  certain
• 0:17
  on
• 0:17
  sale
• 0:18
  foods
• 0:19
  sold
• 0:19
  by
• 0:19
  weight,
• 0:19
  such
• 0:20
  as
• 0:20
  meats,
• 0:20
  cheeses
• 0:20
  and
• 0:21
  deli
• 0:21
  items.
• 0:22
  The
• 0:22
  grocer's
• 0:22
  point
• 0:22
  of
• 0:22
  sale
• 0:23
  system
• 0:23
  allegedly
• 0:24
  altered
• 0:24
  the
• 0:24
  weights
• 0:24
  of
• 0:24
  sale
• 0:25
  items
• 0:25
  to
• 0:25
  way
• 0:26
  more
• 0:26
  than
• 0:26
  they
• 0:26
  actually
• 0:27
  did,
• 0:27
  according
• 0:27
  to
• 0:28
  the
• 0:28
  complaint
• 0:28
  filed
• 0:29
  February
• 0:29
  19th
• 0:30
  in
• 0:30
  the
• 0:30
  US
• 0:31
  District
• 0:31
  Court
• 0:31
  for
• 0:32
  the
• 0:32
  Southern
• 0:32
  District
• 0:32
  of
• 0:32
  Florida,
• 0:33
  by
• 0:33
  one
• 0:33
  of
• 0:34
  somebody,
• 0:35
  definitely
• 0:35
  a
• 0:35
  grandfather
• 0:36
  or
• 0:36
  grandmother
• 0:37
  of
• 0:37
  one
• 0:37
  of
• 0:37
  the
• 0:37
  listeners
• 0:38
  of
• 0:38
  this
• 0:38
  podcast.
• 0:39
  It
• 0:39
  could
• 0:40
  have
• 0:40
  been
• 0:40
  mine.
• 0:40
  I
• 0:40
  definitely
• 0:41
  can
• 0:41
  see
• 0:41
  them
• 0:42
  going
• 0:42
  and
• 0:42
  complaining
• 0:43
  about
• 0:43
  the
• 0:43
  weight
• 0:44
  and
• 0:44
  their
• 0:44
  receipt.
• 0:45
  So
• 0:45
  let's
• 0:45
  keep
• 0:46
  going
• 0:46
  into
• 0:46
  this.
• 0:47
  The
• 0:47
  complaint
• 0:48
  notes,
• 0:48
  for
• 0:49
  example,
• 0:49
  that
• 0:50
  the
• 0:50
  plaintiff
• 0:50
  purchased
• 0:51
  2.83
• 0:52
  pounds
• 0:52
  of
• 0:53
  pork
• 0:53
  tenderloin
• 0:54
  tenderloins
• 0:54
  that
• 0:54
  were
• 0:55
  $2
• 0:55
  off
• 0:55
  with
• 0:56
  a
• 0:56
  sale
• 0:56
  price
• 0:57
  of
• 0:57
  $4.99
• 0:57
  per
• 0:58
  pound.
• 0:58
  Publix
• 0:59
  point
• 0:59
  of
• 0:59
  sale
• 0:59
  system
• 1:00
  showed
• 1:00
  that
• 1:00
  the
• 1:00
  item
• 1:01
  weighed
• 1:02
  3.96
• 1:03
  pounds
• 1:04
  with
• 1:04
  the
• 1:04
  499
• 1:05
  sale
• 1:05
  price,
• 1:06
  resulting
• 1:06
  in
• 1:06
  the
• 1:06
  plaintiff
• 1:07
  being
• 1:07
  charged
• 1:07
  $19.78,
• 1:10
  a
• 1:10
  40%
• 1:11
  overcharge
• 1:12
  or
• 1:12
  $5.66
• 1:14
  more,
• 1:15
  $5.66
• 1:17
  more
• 1:17
  than
• 1:17
  the
• 1:17
  advertised
• 1:18
  price.
• 1:18
  The
• 1:19
  lawsuit
• 1:19
  also
• 1:19
  alleges
• 1:20
  that
• 1:20
  Publix
• 1:20
  regularly
• 1:21
  displays
• 1:22
  signs
• 1:22
  for
• 1:22
  expired
• 1:23
  sales
• 1:23
  and
• 1:23
  stores
• 1:23
  and
• 1:24
  displays
• 1:24
  incorrect
• 1:25
  pricing
• 1:25
  per
• 1:26
  unit
• 1:27
  shelf
• 1:27
  stickers
• 1:28
  for
• 1:28
  baby
• 1:28
  formula.
• 1:29
  Chris,
• 1:29
  as
• 1:30
  a
• 1:30
  former
• 1:30
  store
• 1:30
  manager,
• 1:31
  what's
• 1:31
  your
• 1:31
  assessment
• 1:32
  of
• 1:32
  the
• 1:32
  lawsuit
• 1:33
  Publix
• 1:33
  faces
• 1:34
  over
• 1:35
  its
• 1:35
  pricing
• 1:36
  practices?
• 1:37
  Wow.
• 1:38
  Well,
• 1:39
  I
• 1:39
  kind
• 1:39
  of
• 1:39
  use
• 1:40
  this
• 1:40
  expression
• 1:40
  already
• 1:41
  once
• 1:41
  in
• 1:41
  this
• 1:41
  podcast,
• 1:41
  but
• 1:42
  I'm
• 1:42
  going
• 1:42
  to
• 1:42
  go
• 1:42
  back
• 1:42
  to
• 1:42
  the.
• 1:42
  Well,
• 1:43
  and
• 1:43
  there's
• 1:43
  a
• 1:43
  lot
• 1:43
  of
• 1:43
  meat
• 1:44
  on
• 1:44
  this
• 1:44
  bone.
• 1:44
  Figurative
• 1:45
  and
• 1:45
  literally.
• 1:46
  Yes.
• 1:47
  You
• 1:47
  know,
• 1:47
  first,
• 1:48
  first
• 1:48
  we
• 1:49
  have
• 1:49
  to.
• 1:49
  First
• 1:49
  you
• 1:49
  have
• 1:49
  to
• 1:49
  ask
• 1:49
  a
• 1:50
  question
• 1:50
  like
• 1:50
  is
• 1:50
  publics
• 1:51
  being
• 1:52
  deliberately
• 1:52
  misleading
• 1:53
  here
• 1:53
  or
• 1:53
  is
• 1:54
  it
• 1:54
  a
• 1:54
  function
• 1:54
  of
• 1:54
  their
• 1:54
  process?
• 1:55
  Yeah,
• 1:56
  my,
• 1:56
  my
• 1:57
  hope
• 1:57
  is
• 1:57
  that
• 1:57
  it's
• 1:57
  definitely
• 1:57
  the
• 1:58
  latter.
• 1:58
  Because
• 1:58
  if
• 1:58
  it's
• 1:58
  not,
• 1:59
  if
• 1:59
  it's
• 1:59
  the
• 1:59
  former,
• 1:59
  like,
• 2:00
  whoa,
• 2:01
  look
• 2:01
  out,
• 2:01
  we've
• 2:02
  got
• 2:02
  a
• 2:02
  big
• 2:02
  story
• 2:02
  here.
• 2:03
  But,
• 2:03
  but
• 2:04
  I
• 2:04
  think
• 2:04
  you
• 2:04
  have
• 2:04
  to
• 2:04
  assume
• 2:04
  there's
• 2:05
  a
• 2:05
  gap
• 2:05
  in
• 2:05
  the
• 2:05
  process.
• 2:06
  There's
• 2:06
  some
• 2:06
  gap
• 2:06
  in
• 2:07
  the
• 2:07
  process
• 2:07
  of
• 2:07
  tagging
• 2:08
  me
• 2:08
  and
• 2:08
  other
• 2:08
  fresh
• 2:09
  goods
• 2:09
  on
• 2:09
  markdown.
• 2:10
  My
• 2:10
  hunch
• 2:10
  is
• 2:10
  whoever
• 2:11
  was
• 2:11
  tagging
• 2:11
  it,
• 2:11
  like
• 2:11
  just
• 2:12
  reprinted
• 2:12
  the
• 2:12
  sticker
• 2:13
  from
• 2:13
  the
• 2:13
  previous
• 2:13
  one
• 2:14
  he
• 2:14
  tagged.
• 2:14
  He
• 2:14
  or
• 2:14
  she
• 2:14
  tagged
• 2:15
  and
• 2:15
  slapped
• 2:15
  it
• 2:15
  on.
• 2:16
  On
• 2:16
  this,
• 2:16
  this
• 2:16
  pork
• 2:17
  tenderloin.
• 2:18
  This
• 2:18
  aforementioned
• 2:19
  pork
• 2:19
  tenderloin,
• 2:19
  which
• 2:20
  is
• 2:20
  a
• 2:20
  fun
• 2:20
  phrase
• 2:20
  to
• 2:20
  say.
• 2:21
  Um,
• 2:22
  you
• 2:22
  know,
• 2:22
  so
• 2:22
  these
• 2:23
  processes
• 2:23
  are
• 2:23
  oftentimes
• 2:24
  in
• 2:24
  the
• 2:24
  fresh
• 2:24
  meat
• 2:25
  Fresh
• 2:25
  meats
• 2:25
  and
• 2:25
  produce
• 2:26
  areas
• 2:26
  are
• 2:26
  oftentimes
• 2:27
  manual,
• 2:27
  so.
• 2:28
  So
• 2:28
  I
• 2:28
  can
• 2:28
  see
• 2:28
  why
• 2:29
  there's
• 2:29
  errors.
• 2:29
  But
• 2:29
  a
• 2:29
  customer
• 2:30
  should
• 2:30
  never
• 2:30
  be
• 2:30
  charged
• 2:30
  40%
• 2:31
  more
• 2:31
  than
• 2:31
  they
• 2:32
  expect.
• 2:32
  That's
• 2:33
  not
• 2:33
  something
• 2:33
  you
• 2:33
  want
• 2:33
  as
• 2:33
  a
• 2:34
  retailer.
• 2:34
  So
• 2:35
  the
• 2:35
  other
• 2:35
  part
• 2:35
  about
• 2:35
  the
• 2:35
  expired
• 2:36
  signs,
• 2:36
  I
• 2:36
  mean,
• 2:36
  I've
• 2:37
  been
• 2:37
  railing
• 2:37
  against
• 2:38
  that
• 2:38
  for
• 2:38
  years.
• 2:39
  I
• 2:39
  mean,
• 2:39
  it's
• 2:39
  happening.
• 2:40
  It
• 2:40
  happens
• 2:40
  to
• 2:41
  every
• 2:41
  retailer
• 2:41
  out
• 2:42
  there.
• 2:42
  Yeah,
• 2:43
  we
• 2:43
  talked
• 2:43
  about
• 2:43
  it
• 2:43
  on
• 2:44
  our
• 2:44
  podcast
• 2:44
  with
• 2:44
  Revionics
• 2:45
  to
• 2:45
  some
• 2:45
  degree.
• 2:46
  And
• 2:46
  it's
• 2:47
  one
• 2:47
  of
• 2:47
  the
• 2:47
  reasons
• 2:47
  I
• 2:47
  like
• 2:47
  electronic
• 2:48
  shelf
• 2:48
  labels,
• 2:49
  because
• 2:49
  in
• 2:49
  theory,
• 2:50
  they
• 2:50
  should
• 2:50
  always
• 2:50
  update
• 2:51
  to
• 2:51
  the
• 2:51
  most
• 2:51
  current
• 2:52
  price
• 2:52
  so
• 2:52
  you
• 2:52
  never
• 2:52
  have
• 2:52
  an
• 2:53
  old,
• 2:53
  outdated
• 2:53
  promo
• 2:54
  sign
• 2:54
  on
• 2:54
  a
• 2:54
  product
• 2:55
  that
• 2:55
  they're
• 2:55
  not
• 2:55
  getting
• 2:55
  credit
• 2:56
  for
• 2:56
  at
• 2:56
  the
• 2:56
  register.
• 2:57
  But
• 2:57
  with
• 2:57
  that
• 2:57
  said,
• 2:58
  electronic
• 2:59
  shelf
• 2:59
  labels
• 2:59
  don't
• 3:00
  solve
• 3:00
  the
• 3:00
  problem
• 3:00
  that's
• 3:01
  discussed
• 3:01
  here
• 3:01
  with
• 3:01
  fresh
• 3:02
  Meat.
• 3:02
  That's
• 3:03
  likely
• 3:03
  still
• 3:03
  a
• 3:03
  process
• 3:04
  problem,
• 3:04
  pure
• 3:05
  and
• 3:05
  simple.
• 3:06
  And
• 3:07
  so,
• 3:07
  you
• 3:07
  know,
• 3:07
  Publix
• 3:08
  has
• 3:08
  to
• 3:08
  dig
• 3:08
  in
• 3:09
  and
• 3:09
  understand
• 3:09
  where's
• 3:09
  the
• 3:09
  gaps
• 3:10
  and
• 3:10
  how
• 3:10
  do
• 3:10
  you
• 3:10
  improve
• 3:10
  it.
• 3:11
  And
• 3:11
  there
• 3:11
  are
• 3:12
  solutions
• 3:12
  out
• 3:12
  there
• 3:13
  that
• 3:13
  can
• 3:13
  help
• 3:14
  with
• 3:14
  this.
• 3:14
  I
• 3:14
  think
• 3:14
  it's
• 3:14
  just
• 3:15
  figuring
• 3:15
  out
• 3:15
  what
• 3:15
  are
• 3:15
  the
• 3:15
  right
• 3:16
  ones
• 3:16
  that
• 3:17
  can
• 3:18
  help
• 3:18
  you
• 3:19
  eliminate
• 3:19
  these
• 3:20
  problem
• 3:20
  areas
• 3:21
  of
• 3:21
  the
• 3:21
  process
• 3:22
  that
• 3:22
  can
• 3:22
  ensure
• 3:23
  price
• 3:23
  transparency
• 3:24
  for
• 3:24
  the
• 3:24
  consumers
• 3:25
  and
• 3:26
  for
• 3:26
  the
• 3:26
  retailer,
• 3:27
  and
• 3:27
  then
• 3:28
  maybe
• 3:28
  even
• 3:28
  free
• 3:29
  up
• 3:29
  the
• 3:30
  process
• 3:31
  part
• 3:31
  of
• 3:31
  what
• 3:31
  people
• 3:32
  are
• 3:32
  having
• 3:32
  to
• 3:33
  accomplish
• 3:33
  in
• 3:34
  one
• 3:34
  day
• 3:34
  so
• 3:34
  that
• 3:35
  these
• 3:35
  types
• 3:35
  of
• 3:35
  things
• 3:36
  aren't
• 3:36
  happening.
• 3:37
  You
• 3:37
  know,
• 3:37
  it
• 3:37
  just
• 3:37
  shows
• 3:38
  you
• 3:38
  that
• 3:38
  why
• 3:38
  there's
• 3:39
  so
• 3:39
  much
• 3:39
  energy
• 3:39
  around
• 3:40
  fresh
• 3:41
  food.
• 3:41
  Because
• 3:41
  if
• 3:41
  you
• 3:41
  can
• 3:42
  combine,
• 3:42
  like
• 3:42
  we
• 3:43
  said,
• 3:43
  like
• 3:43
  Bennett,
• 3:43
  we
• 3:43
  talked
• 3:44
  about
• 3:44
  Bennett,
• 3:44
  combine
• 3:45
  the
• 3:45
  processes,
• 3:46
  the
• 3:46
  technology
• 3:47
  and
• 3:47
  the
• 3:47
  people
• 3:48
  to
• 3:48
  figure
• 3:48
  this
• 3:48
  out.
• 3:49
  There's
• 3:49
  a
• 3:49
  lot
• 3:49
  of
• 3:49
  money
• 3:50
  to
• 3:50
  be
• 3:50
  found
• 3:50
  here
• 3:51
  and
• 3:52
  better
• 3:52
  customer
• 3:52
  service
• 3:53
  and
• 3:53
  better
• 3:53
  customer
• 3:53
  experience
• 3:54
  at
• 3:54
  the
• 3:54
  end
• 3:54
  of
• 3:54
  the
• 3:54
  day
• 3:55
  as
• 3:55
  well,
• 3:55
  right?