‘Limited Choices, High Prices, Rude Staff’
During today’s [June 8] Senate session, Minister of Economy, Trade and Industry Kim Wilson spoke about a consumer survey regarding shopping in Bermuda.
Respondents were asked what they don’t like about shopping in Bermuda; limited choices of goods was the main concern, followed by high prices, rude sales staff, unavailability of goods and poor quality items.
Consumers were also asked what was the main reason they choose not to shop at certain stores, 33.6% responded that rude staff or a lack of customer service was their reason, 27.3% said high prices, 7.8% said not honouring warrantees and 4.7% said poor quality items.
Minister Wilson’s full statement follows below:
Madam President, in 2010, the Department of Consumer Affairs commissioned researchers to conduct two retail surveys.
A consumer survey was carried out to determine consumer experience and knowledge of retail shopping in Bermuda. Later in the year Retail owners and managers were also surveyed to determine their experiences and concerns regarding shopping in Bermuda.
This was the first time that the Department of Consumer Affairs has surveyed retailers and the third time that they conducted a Consumer Study, the first being conducted in 2001 and the second in 2003.
Madam President, I would like to take this opportunity to share with my Senate colleagues the key findings of these surveys.The Consumer Survey of 2010 recorded significant increases in customer satisfaction over the results of the 2003 survey.
Three attributes – the quality of goods (98%), the handling of returns (98%), and the frequency of sales (96%) nearly met customer expectation levels.
Careful examination of the data shows, however, that the rise in index scores was largely attributed to a downgrading of importance of the attribute by the consumer. In other words, consumers lowered their expectations in 2010 compared to 2003.
In measuring shopping styles, the 2010 Consumer Survey indicated that a quarter (25.3%) of the respondents ‘always look for the lowest prices’, while just under one-quarter (23.3%) ‘purchase whatever they want no matter what the price’.
Only 4.5% of the respondents ‘shop impulsively’ and only 2.5% shop ‘according to the latest trends’. The survey also indicated that females were far more likely than males (71.7% compared to 28.3%) to shop for items on sale, while males were more likely than females to purchase whatever they want no matter what the price (54.3% compared to 45.7%).
Madam President, when consumers were asked what they liked most about shopping in Bermuda, 61.9% of the respondents cited ‘convenience’ as the main reason, followed by staff/personnel and availability of products.
When asked what they don’t like about shopping in Bermuda, limited choices of goods was the main concern, followed by high prices, rude sales staff, unavailability of goods and poor quality items.
Madam President, when asked about products that are difficult to find in Bermuda, clothing in general headed the list (19.2%) while shoes followed (15.4%). Women’s clothing, particularly for older women (13.6%) and household furnishings (10.5%) were the other items in double digits.
Consumers were also asked what was the main reason they choose not to shop at certain stores, 33.6% responded that rude staff or a lack of customer service was their reason, followed by high prices (27.3%), not honouring warrantees (7.8%) and poor quality items (4.7%).
When it came to complaints according to the survey one in five or 18.4% of local residents complained about a product or a service during the 12 month period compared to 25.4% in the 2003 Study.
The area of major complaint, as in the previous studies, was for faulty appliances, doubling in 2010 (56.1% compared to 28% 2003). Complaints about poor service, while remaining at number two on the list, declined by nearly half in 2010 to 12.2% from 22.4% in 2003. Out-of-date food was also a concern but less so in 2010 (9.8% compared to 19.6% in 2003).
Madam President, while in the 2003 Study, residents appeared to be cautious of internet shopping, that view no longer holds as the majority of residents now shop online. Collectively, residents spent approximately $29 million on the internet.
Madam President, regarding overseas shopping the survey recorded the following data;
- 85.3% of respondents shop overseas
- Out of these, nearly all (98.6%) shop while travelling, virtually the same as recorded in 2003 and 2001.
- Just 38.8% of consumers feel that generally overseas shopping is a better deal when customs duty, warrantee policies and the like are taken into consideration; and
- New airline luggage restrictions have caused only 1 in 5 persons, 21.4%, to reduce their overseas spending.
- Interestingly enough, Madam President, when the retailer owners and managers were surveyed they rated themselves higher in the provision of services then did consumers.
The Retailers Survey satisfaction index was similar in design to the index developed for the Consumer Survey. In order to understand satisfaction, two things were looked at – 1) the level of importance a retailer applies to a product or service, and 2) the degree to which a retailer or service provider feels that they meet that expectation.
As satisfaction ratings are subjective, a rating of importance will help to balance the satisfaction rating into a more meaningful measure of satisfaction.
With regards to shopping style, retailers were under the impression that their customers purchase whatever they want no matter what the price (38.8%). Consumers, on the other hand were more likely to say that they do not have a particular shopping style (25.8%) or more importantly, that they always look for the lowest prices (25.3%).
This divide was further compounded by retailers believing that only 3.9% of consumers shop for items when on sale when in fact 19% of consumers themselves stated that they shop this way.
Madam President, when retailers were asked ‘what items they have difficulty providing for customers’, nearly 8 in 10 retailers (79%) stated that there were no items that were difficult to provide for consumers.
Just over one-third of retailers (34.2%) stated that their customers complained about goods or policies within the preceding twelve months. This compares to the less than 1 in 5 (18.4%) of consumers who complained in the same period.
The major complaint received by retailers was for poor quality goods (42.3%) while consumers themselves were much less likely to make this complaint (4.9%). Consumers were more likely to complain about faulty products (56.1%)
Madam President, retailers were also asked if they felt that their prices were competitive when customs duties, freight and other charges incurred in getting goods to Bermuda were taken into account. Nearly 9 in 10 (89.3%) felt that they were. This compares to the nearly 4 in 10 (37.1%) of consumers who felt the same way when they were asked a similar question, less than half of the figure recorded for retailers.
In spite of the challenges faced by retailers, nearly two-thirds of them are either very optimistic or somewhat optimistic about the industry’s future. This demonstration of confidence in the sector indicates that retailers are willing to do all in their power to assist in its viability.
With that being said, Madam President, I take this opportunity to remind all Bermudians to support our economy and Shop Local.
Thank you Madam President.
This is terrible, but what I really really really HATE about all of this is that locals dont see it, when you shop overseas, you are KILLING the local economy which in turn is a dying cycle of the retail shops having less cash flow to be able to buy more goods etc etc……
Think about it, you earn $$ in Bermuda but spend it overseas, you are only helping overseas economy and killing our own………… UGH this makes me SOOOO mad!!!
Buying items overseas barely works out to be cheaper, by the time it is landed with shipping charges and duty you pay pretty much the same price!
lol well according to the survey your last sentence is wrong…either”
it is cheaper to get the same item overseas
or
it is about the “same price” to get something overseas that you cant get here?? basically making it “cheaper” yet again..
remember people are getting taxed more and earning less… this is not the time to convince people to start spending simply because it will keep the shops that they dont want to go to anyway afloat..
small minded… its people like u that r killing bermuda. OPEN ur EYEZ
Some of the prices here are outrageous. For expensive items like computers, TVs, consoles, and apple products, you can get the product for less if you fly to new york, buy it there, fly back, and pay duty. It’s not the consumer’s job to keep stores afloat, if you own a store and you overcharge customers you will go out of business. That’s basic economics, not small mindedness of consumers.
To say it’s people like Scott that are killing Bermuda is small minded. Retailers need to remain competitive if they are to stay in business. Take a look at AS Coopers, they charge US prices on their products. Yeah they may have lower margins, but they get that they are competing with the whole world and not just other Bermuda stores. In the end, the current wave of recession will weed out the bad businesses and reward the good ones and I, for one, welcome it.
Not small minded, Just money savvy and keep my blood pressure down. The fact is, for what I like or choose to purchase they do not carry in Bermuda And if they do it’s way over priced. Not all stores but most. If the ones that are reasonable have what i need then of course i will purchase it here provided i get good service. If i don’t then i leave without pruchasing a thing.
The attitudes are disgusting. I would rather go without then have to deal with bad atttudes. I’m tired of going into a store and dealing with bad attitude, then when i call and file a formal complaint getting the same attitude from management. How dare I disturb a customer service rep with my queries. The economy in Bermuda get my contribution through me paying my bills and buying groceries. I feel that’s more then enough.
What do you suggest Sara with how to correct attitudes?
@Sara
You open your eyes.
Why would people pay more for items here that they can get for cheaper abroad? I recently purchased a 32GB iPad2. I paid $711 for it, add $158 for shipping and duty, thats $869. I happened to be in an electronics store in Bermuda when someone was purchasing a 16GB iPad 2, and you wanna know how much they paid? Over $900!!! So for half as much storage, they paid more than I did. Does that make sense to you?
I pretty much get everything from overseas, clothes, shoes, electronics, you name it and even with duty it’s cheaper than here. I also have stuff that no one in Bermuda will have unless they shop online or go away too which is another bonus. I can’t tell you how annoyed I would get when I would walk down the street and see three or four guys that all had on the same hat, shoes or shirt as me.
Until these retailers stop being so greedy, and have more to choose from, Bermudians will keep buying stuff overseas.
lol great way to support your own point of view sara
i’m really convinced now..
who cares if its cheaper? I am willing to pay more for good customer service rather than this suck-tooth rudeness bermudians give. If they dont want to be at their job, they should leave. These companies need to realize these rude bermudians who feel entitled are killing their business AND Bermuda economy.
sad sad……….
Bottom line is that THIS IS MY MONEY, I WILL SPEND IT WHERE I WANT!!!!! I agree, I will pay EXTRA for a decent shopping experience. I tried “Buying Bermuda” but learned quickly that it wasn’t worth the hassle. I buy EVERYTHING (except groceries) overseas and on-line. Why you may ask?? BECAUSE I CAN!! It’s my money and I will spend it where I want to. I don’t want to spend it here because these shops are unnecessarily overpriced, have beyond rude employees and the quality is garbage! Bermuda shops don’t deserve my hard earned money.
Plain and simple: it’s my money, don’t tell me how or where to spend it. You do not deserve my business. Shape up and maybe I’ll reconsider!
Welches, you couldn’t have said it any better, I’m not Bermudian, but I’m married to one, and have been here for many many years, the customer service here sucks the “Bermudians” feel/think because I’m Bermudian the job is and should be mines, regardless if I hate the job and don’t want to be there so they treat the customers like crap (now before everyone starts getting all crazy, I’m not talking about all Bermudians, there are some excellent sales people around that are Bermudians, it’s mostly the younger generation that have that I don’t care attitude, i’m just here for the paycheck
this is very true.. i have had a few good experiences that i consistently go to still..
marine locker!! will always go there
parcel post office (dont have a choice), but the ladies there are always friendly as hell, which surprises me considering its a post office
book store in brown n co… if they dont have it, they will order it for a charge.. thats fine, makes things easy…
its not always the price that drives me.. these three are always good experiences to go to..
Hmmmm.. I just imported a 32gb Ipad 2, with customs duty, shipping, I landed it for around $825( it’s $599 base price in the U.S) That EXACT same product is selling for $1249 at Audio/Visual, which represents a $400 difference So… in order to support local business, I’m supposed to pay an EXTRA $400 over what I can bring it in for myself? NEWFLASH: My first priority is to my own wallet as far as smart spending, not overpaying to a local retailer just to keep them afloat. If that’s small-minded, consider me guilty as charged.
I also purchased a 32GB iPad 2, but paid $869 total. I think it’s ridiculous that people like Sara are so outraged that Bermudians want to save money and be able to pay their bills and put food on the table by shopping overseas Lol.
I know for a fact what these places pay for their goods when they arrive here. Guess what? That $40,000 car you drive around in? *insert car company* only paid $10,000. That $4000 HDTV you like to watch the game on? *insert electronics store* paid $700.
And I’m supposed to feel bad for them? Please.
Precisely…. I mean a $400 difference? Hell, for that difference I can fly out to New Jersey, rent out a cheap hotel for a day, bring in the ipad, pay duty, and still come out a few dollars ahead. I mean hell, I could have likely purchased two 16gb wifi ipads, paid the duty and shipping on both, and come out in the same ballpark as what Audio/Visual is charging for ONE 32gb ipad!!!
People complain about not enough selection etc, well where are the shops supposed to get the cash flow to buy more items and keep stocked in items when people arent buying here?!?!?!?!?!?! THINK ABOUT IT, im tired of hearing people complain, it has to start somewhere…………………………
Greed has killed this industry and I do NOT buy into the belief we need to buy in BERMUDA. Price your merchandise so that I am not paying for you to have LUXURIES I to desire but can not afford to purchase here! Do not tell me about duty because even with it YOUR mark ups are OUTRAGEOUS!! I have always and will continune to import everything I can and SAVE so much in doing so!!
tell govt to stop charging duty on items that dont sell and you’ll have a good start at your price issues..
lovin that idea!
FYI
Customs has a policy now that certain retailers that qualify don’t have to pay duty on their goods for up to three months after it’s imported. And you know what? The prices are still high, because these business owners are too damn greedy So do some research before you try and blame the government
plus you get to enjoy a vacation whilst abroad so why would you not
shop there !!!!!! one example of a price difference – electric razor blades – $29 at CVS , $46 at ….. here !!!!
$29 AT CVS , PLUS STATE TAX (USUALLY 6-9%), PLUS DUTY 25%. AND IF YOU SNEAK THEM IN AND DONT PAY DUTY THAT IS FINE BUT REMEMBER RETAILERS DONT HAVE THAT LUXURY. THEY HAVE TO PAY. IF YOU ARE BEING TRUTHFUL WITH YOURSELF …HOW MUCH ARE YOU REALLY SAVING?
Ok, $29 * 9% = $31.61 * 25% = 39.51… still $10 cheaper. Case in point.
Plus plane ticket and hotel, will bump that price up mate.
which you’re paying for a holiday anyway… you’re assuming people fly overseas just to buy razors..
@ Positive Thoughts, remember retailers don’t pay the same price for goods as consumers, they get it cheaper, meaning Bermuda retailers ARE NOT paying $29 for those razors.
with store front rent high, poor business plans and greedy people… we wont see prices drop….
i will continue to buy overseas except for the small family owned grocery store i shop at.
plus, staff costs, overheads, etc etc etc etc etc etc…
I think i’m saving alot. There is no justification for charging double or more. Remember the shop owner is buying at cost, they then ship buy the container load which spreads the cost amongst all items in the container! Then duty. I’m sure there duty rate is not a solid 25%. It would depend on the product what duty is charged. They are not buying the razor for 29 they are buying for a lot less. Come on, we are not stupid. I understand over head and all of those things, but you can not sit there and say that this is what’s driving cost. Greed is driving cost. If you are paying 29 for razors first cost then i suggest you change where your purchasing your product cause your getting ripped off from the onset.
Totally agree!
We all KNOW that prices won’t be the same as US, duh! But what we DO know is you don’t buy the item for the same price we buy in the US so you are NOT paying duty on retail price of US. If razors are $29 in US for consumers, Bermuda retailers are paying much less for that. THEN, they are paying duty on COST of item, NOT what they are selling the product for. Shipping is almost negligible given they own the container already. So you see there are a lot of b.s. excuses that just aren’t cutting it anymore. Consumers are smarter now with the internet, they KNOW what things cost. SO if you are marking your items up over 200-300%, then people are going to buy it elsewhere plain and simple not rocket science. Your cost of doing business is of NO concern to a consumer, it is your problem. I suggest instead of remodeling your stores and throwing fancy parties, lower your prices a bit.
You’re absolutely right Sara , but it’s a knock on effect. Compounded by the computer age and on line shopping , credit card convenience ,etc . But how many locals really understand what they’re ultimately doing to local retail every time they press the ‘add to shopping cart’ button ? How many understand the trickle down effect that their overseas shopping sprees has affected their relatives in local retail ? How it ultimately affects our selection ?
In the end they get what they want but at what price to our economy ?
I just wish I could get my housing ,Cable/internet , electricity , gas , insurance , telephone and food at overseas prices. I never shop overseas for anything really.
How many businesses cared about this downturn when their registers were rining in sales on OVERPRICED merchandise????
ur pretty pathetic!
I try to be fair and spend a bit of money in both places. As there are some items that Bermuda stores do not stock.
I often listen to friends of mine when they talk about what they ordered online and what it cost them. Its like talking to a gambling addict about how much they spent vs how much they lost. I never feel like I get the whole truth.
The conversation usually goes something like this…look at this new mp3 (or whatever) that I got online. It cost $400 here in Bermuda and I got it for only $225. Then I ask..didn’t you pay for Zipx, or mailboxes services. Well….yes. And didn’t you pay for shipping within the US to get it from your supplier to Zipx / Mailboxes? Uh yes. And state tax?….Yes. And import duty at 22.25%? Yes I guess so. Oh and then there are the Government imposed and mandatory THF fees and customs clearance fees…you paid those to right? ZipX and Mailboxes charge a fee for an annual membership? Yes. Add these extras up….$18 state tax. $10 to ship from supplier to Zipx / Mailboxes….$55 approx for duty at 22.225% + wharfage. $50 for shipping to Bermuda which includes…THF and customs clearance fees. $225 + $18 + $10 + $55 + $50 + $358. For some reason they never tell the whole truth about what they pay? Id rather pay a bit extra and not have to worry about warranty.
firstly, they are a moron if they pay any state taxes… those are only supposed to apply if buying in the state… so take off 18
second, 22.25% of 225 is $50, not 55, so take off 5
third, again, for something of that cost, unless you are a moron you should be getting free shipping ((at least within the US) so take off 10
the membership fee is about 15 a year, so thats maybe a buck 25 extra…
so even assuming that your wharfage/airport handling is right (which i still think is higher then i’ve paid for larger, more expensive) you’re still lookin at something closer to 225+50+50… 325 vs 400 is 19% difference… for a color/size that you prob cant get here…
n dont get started on bermuda warrantees… i’ve sent more things away because i can have free RMA (just pay shipping), vs arguing with staff here about teh same thing…
lol have to agree about the warranty issues here i bought a brand new 8gb black nano and had issues with it 2 months later, they told me because it was under warranty it was covered. After 3 weeks they called to come and get it. I was away in school so my sister picked it up. They gave her a first generation refurbished black nano. Not what i paid for and the models are NOT the same.
…at the end of the day i can understand why the prices are high..and i can understand why selection is low… but that does not mean retailers can expect people to buy bermuda simply because they are here..
to all those that say buy bda, all you mention is that purchases overseas hurt our economy. You have a survey spoken in the house about rude staff, high prices and lack of choice, and yet every time this debate comes up, all you say is that prices are high because people buy overseas..
bermuda retailers need to realize that the customer is not here to service them…the retailer is there to service the customer…
my advice, drop the “we deserve your money” attitude, get polite and helpful staff, and work together to make things more affordable and accommodating. People tell you what they want, telling them they are wrong is just asinine.
My wifes contact solution $21 ,and only pennies differences across the Island . Same solution $8.73 inclusive of tax in Miami .Go figure .
For me and this whole issue, it really boils down to the item or items in question. For a shirt or pair of shoes, not so much. Electronics? Bingo.
A local retailer that I buy items from often offered a 2TB computer hard drive for a price well over double that of Amazon.com. After research, I can’t order the same drive since it’s been replaced by a new model which performs a lot better and the cost LANDED even with ZipX and duty is 30% cheaper. Expand this to cameras and such. Bermuda can’t win unless customer service steps up. I’d much rather deal with an electronic shopping cart than some of the storefront haggards that snarl at me when I walk into their shop on my limited lunch hour.
Deuces.
Has anyone really had issues with rude retail staff in Bermuda? I don’t hink I ever have, which is why I was surprised to find that point highlighted here. With that said, my shopping is mainly done online, but not because of price; rather, it is because of selection, particularly with regard to electronics, which Bermuda is often lacking!
Oh i have encountered rude retail staff in various businesses. I have been talked down to like i don’t understand by my ISP, cell company( i have a background in networking). I have had my mother call me about computer equipment and asked me to speak to the sales associate to make sure it is what she needs and been told by sales staff yes it does this, come to find out that it can’t and the product cannot be returned. On top of this i have had to wait for cashiers to finish txting whoever to have my purchases rung up.
consider yourself lucky to not have had a run-in with a moody and outright unpleasant cashier. they do exist. but it just might be the places that you choose to shop when you do shop on island that just happens to have well mannered employees. i can think of plenty of businesses where i’ve wanted to completely boycott due to poor service. but i’ve also been on the other side as a retail employee and i can say this… there are occassions where the customer is a total @$$ and they make it difficult for u to keep your cool. however, we, as the customer care provider are supposed to put out best foot forward no matter what. a crappy attitude never helps a bad situation.
Consider it a miracle that you have not. I have, even been subjected to a cashier sharing her bowels movements with the cashier behind. Talked right through me. And yes i filed a complaint and got an “Oh I’m sorry” I can count the times on one had that i have been treated well. And will go back to those places even if it’s a little pricey just to support them. But that’s about it. Sorry buy bermuda i don’t Buy it!
I’ve never had a problem with rude staff here. What I notice is that if a customer is rude to staff in Bermuda they dish it right back, whereas in the US they remain polite. Which is more professional but it doesn’t bother me if local staff stick up for themselves.
Anyway I bought a macbook pro online for $900 (refurbished), shipping to Bermuda was $50, duty was $225 for a total of $1,175. The same one in town was over $2000.
It doesn’t matter how much retailers beg us to shop Bermuda, if I cannot afford to then I wont do it. Also I bought a friend something for her wedding shower from Secrets for $50, it was $15 in the US!!
so agree. i gave it a try and went back online. if we are talking about electronics, it is almost double here. what i do is if i want to buy something, i check online and check the local stores, if the difference is reasonable i would buy the one available here.
oh i have no prob with sales staff dishing it back… no doubt some customers can be just as or more rude then the staff, and if so then have at it!!
but i think what people are talking about is a general unwillingness or inability to help the customer, leading to conflicts.. not so much being talked back to once after a confrontation develops
“Re-furbished” is not an “apples to apples” comparison. Detracts from this subject matter.
Hmmmm…Starting to sound like tourists, EVEN cruise tourists are looking better for Bermuda everyday huh???
I never Shop in Bermuda because of two reasons.
1. Never have stock. It’s like Bermuda Business Owners wait until items run out completely.
2. Customer Service. Is beyond pathetic.
Want to leave on a positive note !!
1. IF you shop at Sasch or Mambo , You are Guaranteed A Great, Customer Experience.
can anyone really afford to shop at Sasch or Mambo for everyday items? mind u if they can spend the cash on undies from vicki secrets they can do the same for items from gibbon’s company…but what’s the difference? QUALITY!
another thing to point out, retail is a closed catagory division. it can ONLY employee Bermudians or spouses of Bermudians. This sector creates lots of jobs for Bermuda. Plus for international business, who would come to a country where there is absolutly no shopping??? ridiculous…. c’mon guys, look at the bigger picture….
The bigger picture is that you don’t get to retain a job or have a successful business without the basics. Being Bermudian IS NOT ENOUGH. When the discerning customer can go overseas and get better service, why not? There’s a lot of commentary here about how consumer habits are killing retail, I suggest otherwise, that it’s the retailers who have killed the goose that laid the golden eggs!!! Retailers who don’t insist on their staff being polite above all and putting the customer first- they helped kill that goose. Retailers who gouge their customers- they helped kill that goose. Retailers who sell a product and then tell the customer to send it back to the factory themselves if something goes wrong- they helped kill that goose. Customers have choices now, and they are exercising those choices. On a positive note- the chocolatier on the corner of Reid and Queen- excellent product, excellent service. Pulp and Circumstance- same. Otto Wurz- exemplary, always. But when I walk into a store and the sales staff are too busy chatting, texting, etc. to notice I’m there, I walk back out. When I needed to return something that I purchased in error, still in its unopened package and I was told I couldn’t even exchange it for something else- I’m done. They do have a sign, but the little witch behind the register told me it would be fine if it was the wrong thing- same girl next day REFUSED pointing to the tattered sign that said ‘no returns’. By the way, it was a perhaps $40 cable anywhere else in the world and it was $150+ here, so really I got screwed twice. Never again…
So retailers, what will you do? Moan about how you need subsidies and BLAME everyone else? Look in the mirror. There are businesses that are apparently doing okay- maybe not great. Do you know why? Try shopping in some of the more successful establishments, then go to your own store and look around with your eyes honestly open. I bet you learn something. I get so damned mad with ‘buy Bermuda’- give me one reason why- to preserve a job that’s taken for granted? To maintain a shop owner in a style to which I’d like to become accustomed??? Give me a break and wake up.
Sara, I believe that you should raise the white flag, as you have lost this argument. I lived in the US up until 3 yrs ago. I would never buy something other than the necessities in Bermuda. Not only are the staff rude, and unprofessional, but they have this sense on entitlement which is beyond me. Just to see Bermuda under the plane provides me with a sense of relief.
drywall materials at Greymane…..lets just say $35 a sheet of 4×8 drywall. In the states and canada they are $5.00! l wont be buying bermuda anytime soon.
I ordered a product off of amazon and then saw it at gorhams the next weekend. After totaling everything, it was actually a few dollars cheaper at gorhams.
I do not bring anything in from Zipx anymore, they have worse customer service than the shops, and they are EXPENSIVE!
My suggestion….ship it to your po box and pick it up at the post office. This way, when you pay for shipping online, it includes all of your shipping. All you pay is your duty, which is much cheaper.
I worked at a local retailer a few years back when I was between jobs – I learned that their mark up was 70%. This was not on little cheap tourist items – but expensive items mainly electronic in nature. Is it really any wonder why people shop overseas?
Also, I don’t buy the claim that when people go overseas that the money is lost overseas vs someone shopping locally. Where do you think that retailers get their goods from? Yep, they buy them overseas.
One store my friend worked at while she was a student had a 300% mark-up. She told me not to tell anybody lol. They sell upscale paper products and picture frames, little knick knacks etc.
I wouldn’t buy anything that I can pay less for overseas and have it shipped here or bring it in myself and pay duty. A computer repair shop tried to charge my ace girl $600 for just replacing a laptop lcd screen that I found on Amazon for $100. That is robbery. Why support robbers? I know these guys have to make a profit after they get the part, pay duty and what not but taking somebody for almost $400 profit after duty and shipping for a 10 minute job with parts. Not! That’s very untidy!
With the cost of living going up I’m not worried about putting money in a retailers pocket as much as saving money for my family’s pockets.
companys use manufactors parts. there expensive. generic parts fine there cheaper but a lcd laptop screen for a $100 has to be second hand. and i wish doin the repair job actually takes 10 mins but it doesnt.
http://www.amazon.com/Glossy-Laptop-Screen-Presario-CQ60-615DX/dp/B004HH6IQC/ref=pd_sxp_grid_pt_0_1
they are cheap..
and yes, replacing a laptop screen is not a long job.. can indeed be done in 10 minutes, albeit more likely around 20
@ insanity. The screen was brand new. I do this for a living and 10 to 20 minutes is all it should take. go to Amazon and search for a dv2000 lcd. I just replaced one and got it for $83 including shipping.
All this “Buy Bermuda” comapign…Bermuda needs to convince me as a consumer, that they are worth having my money….just because you are the only option availalble locally does not mean I will accept extreme overpricing, rude staff and the hassle of finding somewhere to park!! Some Items you find in the States you find them here and you can buy 5 items for what you paid in Bermuda for 1!!! It’s rediculous and um NOT buying it!!!
One of the things that bugs me when I shop, other than not finding the item that I’m looking for, is that rarely does the sales assistant offer an alternative. They just say sorry we don’t have it. Full stop. End of story. No effort whatsoever to find a solution. But I guess those that find solutions are higher up in the retail food chain.
I say keep buying overseas and you will make, more and more Bermudians unemployed. The money you spend here stays in circulation and actually makes it’s way back to you. If people spent their money in other places then the place you are employed, you may become unemployed as well. What you think you are saving now, you will pay for later. Between Foreign workers sending money out and Locals shopping abroad, Our well is being drained rapidly. Very sad we are so short sighted and selfish.
It’s not selfish to demand better service! That’s the thing that we’re all missing here!!! WHY should a customer happily buy Bermuda to support that rude/disinterested/arrogant sales person??? That’s effectively what you’re advocating, but for years these retailers could ignore the complaints of paying customers, and now they have the nerve to complain when we’re buying overseas???? NO sympathy whatsoever. NONE. Our well of patience got drained by the retailers over the previous years…well, who do you think was short sighted and selfish now?
once again, as with all “buy bda” supporters, you fail to address to concerns of teh consumer..
its the same argument every single time… “you’re killing the economy and killing stores when you buy overseas”..
none of you have yet to address the costs, attitudes and selections without using the argment that “its because people dont shop here”…
address consumer concerns, and consumers will be more happy to spend their money here..
Local retail has to adapt to the changing needs of society. Simply saying we should buy locally will never work. I’m already working on my list of stuff for my July trip. Why on earth would I buy locally when there is so much more choice abroad? Clothes, car parts, some electrical. Bermuda has none of these in sufficient quantity. Just like the guy who used to fit horse shoes way back pre cars, retail will have to change. In addition, online isn’t going away.
i cant believe this, i work in the customer service industry and i have to agree on some points but others are unreasonable. bermuda is expensive no matter what. some prices are very high and others are quite reasonable. people dont factor that rent and employee wages come from that profit margin. in hamilton rent is no less than 5k a month. on the staff issue, Customers are rude! especially in this country and poorly paid staff generally equals poor customer service. sales staff are normally the lowest paying jobs in bermuda. most people are lucky to gross over $500 a week. employers expect too much for too little! i find customers thinking sales staff are psychologists and teachers. we dont care whats your personal problem of the day is and we are not paid to train you how to use the items you buy. the selection issue is a prob cause we live on a island in the middle of nowhere!!!! we dont produce many goods!
@Insanity, I agree they get paid minimal, But your attitude is a prime example. With out us customers, problematic or not, spending in the store you work in, Your employer won’t have money to pay your wage. And honey it’s not just the sales staff that gets paid crap . It’s most Bermudian workers working for Bermudian companies. I have picked up a phone and had a customer screaming onthe othr end. My job is to calm hat person down and help them , so by the time the hang up they feel important and that i took the time to do whatever i could to make them happy. Do I like it? Absulutely not, but I will never let the customer know that becuse if it wasn’t for them, I wouldn’t get the paycheck that I do! You are paid to do a job and that is to service whatever client that walks through your door or calls you on the phone. Word of advice, ignore the personal problem if you do not want to let the client talk themselves into a calmer state, use a form of distraction from that problem. Keep a smile on your face and continue to help that person. If it becomes overwheleming then ask your manager to come and help you. Food for thought customers tend to project what they are faced with as well. So if you have an attitude on the onset, then the customer will be aggitated because of it. The more friendly staff are, the more people will come into that store and maybe increase the possiblilty of success allowing the posibility of your employer paying you more.
i agree with you to a large extent. but $$$ equals quality. in all things. eg cheap food vs good food you pay for the quality
it’s the other way around for me, w/r/t customer service, i’m ALWAYS nice to the sales staff but it seems like I always get the most bored, not smiling, “don’t ask me questions” kind. it’s really frustrating to go into stores and you see these, there are exceptional services though, but rude customer service is undeniable on this island.
Insanity, none of what you said is the problem of the shopper. Sorry but that’s the way it is.
no its the problem of the sales staff and it affects the shoppers
How on earth can you logically convince someone to buy something they simply can not afford? At the end of the day, the message seems to be fallen on deaf ears. This means two things HAVE to happen in order for a change to occur. And no fancy parties or renovations will change anything.
Take it seriously
1) lower prices/have more sales(I mean real sales, not 20% off full retail price which makes the item still unaffordable to most)
2) certain retailers need to be honest with themselves and decide if their business is viable anymore. If it’s not viable(which is unfortunate) it may be time to close up shop as oppose to going further into debt.
The biggest mistake I have seen in Bermuda over this recession is the lack of attention to the basics of supply in demand. Bermuda is NOT exempt from the basics of supply and demand. If their is NO demand, then you MUST get rid of the supply in other ways(lowering prices). I am not saying this to be rude or sarcastic. I truly see the denial all around us. It is the same no matter where you go in the world. If their is no demand for your product, business will suffer.
I don’t mind buying local if available, I have time to pay airfare, hotel, car rental, food, misc charges ect to say I’m going away to shop. However what gets to me is the attitude of too many of the assistants on this island, mind you i did not say all. I do purchasing so I understand the economics of getting goods to your door here, so much to think of shipping and handling, duty, utilities, salaries,taxes yes TAXES ect. Prices for the most part will not be on par with the overseas prices, If we could just train some of these people. Yeah i know it takes more than just training, we have to have a major shift in values and attitudes.
i agree…some sort of customer service training requirement when hiring new workers is needed. i can think of a few places that actually encourage their employees to take some of these courses (yes they are courses) in order to have a better employee/buyer relationship. if they can train them to use a new operating system they can train them to treat people better too. as for rude customers – this training will show them what to do in those types of scenerios…really u can’t please everyone.
Some things here are overpriced and some are not. I bought 3 windows, 3 frames and a door from Baptiste Builders. It cost $2400, $2100 with discount. Prior to buying them I checked with a popular New Jersey window and door supplier. It would have cost me $2900 landed. So even before Baptiste discount it would have been cheaper to buy here locally.
Not everything here is overpriced.
THIS MESSAGE BROUGHT TO YOU BY BAPTISTE BUIDLERS SUPPLY.
No dude…. true story…
lol…but its true, so I always do a price comparison. For small things its not worth shipping but for my laptop, I saved $900
Hmmm. If I really need something and its urgent I do buy the product here otherwise when I am away for vacation I purchase other things and have them shipped.
I find it astonishing that I can purchase clothing for my children at Walmart or target for $3.99 and come home to Bermuda and purchase the same brand at a local store ranging in prices from $20-39 bucks that is ridiculous any way you cut it. I have also learnt that items 6 mnths or older I am not required to pay duty on so I have the items shipped to a friend and then here it’s sad but thats the way it is. I have to think about making sure Mr. Belco, Ms. BTC etc… get whats owed to them at the end of each month.
My new answer to this topic is I do buy Bermuda… I buy groceries don’t I?
All i have to say is… i saw a comforter in Target for $80 and the same comforter in Gibbons Co for $400….windshield wipers on E-Bay $18 in town for $250 (you get the drift)…We can all agree that the cost of living on this island is high and its getting harder and harder for Bermudians to keep up with the cost of living…..so generally speaking, is it fair to say that we cannot afford to “Buy Bermuda”?
Why would anyone ever buy anything here that you can get abroad for far lass than you would pay here?
When you buy abroad your business is appreciated, online retailers have great return policies and you get zero attitude and a polite rapport with the person you deal.
When you buy in Bermuda your business, a lot of times, seems most unappreciated with the attitude of a lot of owners / sales staff being “Where else you gonna go get it?!”, retailers have extremely POOR return policies, you get an abundance of spiteful attitude the moment you walk in the door and a rapport with most staff and store owners is pretty much non-existent.
Retailers have themselves to blame for years of price gouging and poor workmanship and attitude.
What makes me laugh is that the prices are forceably being lowered all around but not Bermuda! Wouldn’t you think any dollar is better than no dollar. Sales items aren’t really sales items or they jack up the other non sales items.
Don’t even get me started on customer service. I don’t want to wait for my items to come in from shopping online so I check to see if local shops have it first. If I come into your shop and you’re acting like I am disturbing you,you don’t immediately ask if I need help instead chatting with your co-worker, I will walk out. At first I thought it was the young workers, o no, the older workers are just as bad. Either retire or change. I think every customer service company needs to seriously take a look at these not so alarming reports and start having Saturday morning sessions on customer service. I have worked customer service in the past and these were the things taught before we were able to serve customers. I can walk into any shop abroad and they are practically begging for my money. Don’t get it twisted I don’t shop often but when a need for something arises I check Bermuda first.
It’s because they don’t think supply and demand is important, but supply and demand IS what controls prices. Prices have to make logical sense. At the end of the day they HAVE to accept less profit, THAT IS WHAT the rest of us are dealing with. Taking home less money=less profit to our pockets so why is retail any different?
I, like many expats, make most of my purchases off-island. I’ve never taken a shopping trip, but I get off the rock enough for other things that I can tie them together and so it truly is cheaper. Sometimes massively so, sometimes not. A few years ago I was in the market for a macbook… prices in BDA were such that I could have flown to NY, bought one, paid state sales tax, and duty, and flown back and come out ahead… I would have lost money once cab rides were figured in.
There’s a bit of an axiom to life that most of us have figured out… don’t sh%t where you sleep. For me, it goes beyond the rude service and no selection, what incentive do I have to “buy Bermuda”? I frequently pay more for products and services I believe in – but when the government, most of the population, and the retail employees make it abundantly clear that they’d rather I just disappeared (but continued to pay insane rent)… why do I care?
And to those who are denying it, yes Bermuda service is really that bad. In the “real world” (as opposed to “another world”) people are shocked when they have a bad experience and things do not go smoothly – in Bermuda, I’ve found it’s quite the opposite and I’m shocked with things actually go well.
Spot on Franklin.
In Bermuda it’s the norm to have a bad experience and for things not go smoothly. You expect it.
When you get friendly service it’s a pleasant surprise and entices you to return.
Agree with Franklin… I’ve gotten so many bad experiences in both the shops and restaurants here from local staff, that I actually am amazed when some-one is genuinely warm and friendly, gives great service, and at least acts like they’re happy you’re there paying their salary by supporting the business.
yup.. never really thought of it that way, but it is true..
in the states you hear about horrendous customer service incidents… here, people get chatty about an amazing experience…
that is definitely a bit backwards..
I don’t see why this is a suprise to some..Bermuda has “outpriced” itself many years ago..EVERYTHING on this island is expensive plain and simple there is no way anyone can deny that or make up an excuse as to why this is so..Groceries are exspensive..I feel that this should not be so..every afternoon travelling on the Middle Road from Hamilton to Rockaway I pass at least 4 grocery stores and not one day of the week do I ever see the parking lots empty..So I should never hear the grocery store owners complaining about anything..Some grocery stores seem to charge whatever THEY like for a product I say this simply because how can you justify a product costing $1.75 in one store and the same product $2.25 in another if the product comes from the same wholesaler? Eyewear is another example of inflated prices. You can go to Pearl Vision and places like that and get your perscription filled there, buy one get one free and pay far less for those two pair there than you would for one pair here. Most business buy their items in bulk so therefore they save money that way but they do not pass those savings on to the consumer. I will hop on a plane in a heartbeat and shop till I drop..why? outside of beause I can, the fact remains that I get “more bang” for my buck” plain and simple!!!! last time I was abroad I brought two flat screen TV’s as I was able to get a deal. What I paid for BOTH TV’s a certain establishment in town was charging MORE money for one than what I paid for the both of them together! Another case I brought a simple sun dress for $19.99 whilst in Hamilton my husband said, “Look honey a dress like yours!”, out of curiosity we went in to look at what they were charging and lo and behold, I kid you not the exact same dress was marked at $80.00!! in most cases it boils down to GREED!!!! Very seldom do I shop here!! Only if I am in desperate need! But like a previous comment stated I too contribute to the economy in my own way because I spend $250-$300 per week on groceries!!!!!
Some places offer fair prices and others are a total rip off. If you purchase certain magazines on a regular basis it’s possible to save far more than half getting a subscription.
I’d rather buy locally if I can, but many big name places mark up products 100% which means buying overseas despite the trouble works out cheaper despite not purchasing the product wholesale. Landed a few items for $750 which sold for $1000 in one place and $1300 in another.
A little while back I wished to purchase an expensive ($5000 product) from a retailer and it was terrible how I had to call, email every 3 weeks being dragged on for months before I finally gave up and ordered myself. I landed the product for the same price as they nornally sell the product for.
On the other side some companies have given great service and pricing and I use them without fail. I want to ensure they do well and continue offering the products I enjoy for prices which I find fair.
BTW, what the hell is the point of doing this survey if all we get are excuses? These are the problems, either FIX THEM or except the consequences! The people have spoken, you can’t escape the reality any longer!
As a Bermudian living in the US and have experienced both sides of making purchases, I can say there is a little mark-up in Bermuda but not by much. Some items are excessive especially the items you need on a “daily” basis. Lotions, shaving items, cereal, milk, eggs, etc..you get the idea. All the true necessities…
I had a recent sales experience at a local storfe. I bought some shirts and shorts for my grandson. I bought 2 shirts and 2 pairs shorts at full price, and one pair of shorts from the sales rack. I asked the sales assistant if they could be exchanged if they did not fit, she said yes, I said even the sales priced shorts – yes. When I discovered the sales priced shorts did not fit I went back to exchange them. I picked up a pair of shorts at full price and went to the counter to make the exchange. No, I was told you can only exchange sales items for other sales items. But there was no other shorts on the sale rack, sorry you cannot exchange the sales item for the full price item. But I’ll be paying more – sorry can’t do that. In exasperation I said ‘Don’t you want to make more money???’ she finally gave in and let me pay the extra to exchange them! What sort of policy is that?????
Retail in Bermuda is dead. If I’m that desperate to buy something here I go to Gibbons Co. Some of their stuff is cheap and they are one of the few stores who actually bring in new items constantly. You go to a store here and they will have the same clothes sitting there for months on end, obviously no one wants to buy it.
In regards to what Sara was stating I think you are totally wrong. These stores had YEARS to get it right. Bring in things people actually WANT, stay on top of trends, more selection etc. They still haven’t changed so it’s no surprise that people would rather shop overseas. You can’t up and go and get whatever you want in Bermuda, rude staff, incompetent service, and the list goes on. Cheap prices, huge selection, good customer service, competent customer service, online shopping, refund no questions asked. Sorry it’s just so much better overseas compared to here. Bermuda needs to get with the times, it’s 2011. I can get whatever I need online and have it shipped here instead of going 5 different places in Bermuda and them still not having what I want.
Shopping in Bermy just don’t make any sense!
I hear a lot of you talking but you are not saving money buying overseas because of duty ,taxes , plane tickets etc…etc..
But Let me tell you
when i go on a shopping trip i get to enjoy myself overseas and get a Sh#T load of goodies at the same time!!
nobody goes shopping overseas and buys one thing, then yes you won’t be saving munch if you do that.
but what i bring back for me and my family after spending 1000 dollars I would never get in Bermuda in a million years!!!
Face Bermuda is just way to expensive, the mark ups are ludicrous!!
I saw a nice shirt in a Bermy store for 65 dollars, saw that same shirt in NYC for 8 dollars!!! and this is what we overseas shoppers are talking about!! Buy Bermuda No Thanks
Dont forget about the dollar stores….I stock up on toiletries and OTC medication annually. I saw a bottle of liquid Tylenol PM for $17 here and $5 in MD.
Preach. They talk about plane tickets, hotels etc but that’s apart of the trip. Most of us enjoy that-going away and shopping.
I’m sorry to trot out again with my soap-box but……………
First of all, there is no excuse for rudeness from anyone serving you…in a retail or any service environment. One contributor above talked of staff “dissing” a rude customer back….so true…seen it happen. Experienced it as a customer myself when I’ve got upset at something I feel is not right. The results of the survey are good….and retailers should read well and digest. Every service-provider in the world can do better and the best are the companies who listen to their customers.
But prices are the main gist of complaints in this column. (We compare our prices with the USA. No one mentions Europe, but I digress for now).
I’ve found retail prices have come down by comparison over the past years. For the most part store clerks’ attitudes have improved. Not all, and not in all stores, and that needs to change. But what about in your organisation? Honestly. No problems there? (If the service is bad in a store do the employer a favour, call them). There are occasions when you see something here (the T Shirt at $65 vs. $8 in NY) but by and large I feel that the prices are fair given the cost of doing business.
No one can compete with the likes of Wal-Mart……why do all retailers worldwide hate them opening up in their areas? There are other discount stores as well, with buying power and access to a huge market. In Bermuda there is a market of just 65,000 souls which is not enough to allow the economics that feed discount stores. You’ve heard of location, location, location? That’s really volume, volume, volume.
Consider store rent paid in Bermuda, especially in Hamilton, compared to the US.
Consider that in Bermuda retailers (and others) fund TWO pension plans, (one a percentage of payroll, one a set amount ), a payroll tax of about 5% depending on the payroll size, and medical/dental insurance. Retailers in the USA pay how much by comparison? Do they even pay health insurance.(Dental insurance? You have got to be kidding)….remember that up to now over 20 million Americans have had NO health insurance and I’m sure some of those 20 million are employed, some in retail. Check, for example, Wikipedia CIA World Factbook on Infant Mortality. Bermuda is listed favourably as #2 whilst the US is #46. Think about that for a moment.
Consider the fact that duty (our version of a sales tax) has to be paid up front before the item can come off the dock. (Someone above did mention replacing Customs Duty with a sales tax…. not a bad idea…although there are many many issues there too). Paying duty up front means that the retailer pays tax on the item (income for the public purse to oay for something) even if it does not sell for one reason or another (stolen, damaged).
I’ll pause here to mention California. It’s broke. Voters demand that the state government provide all the services but then start Ballot Initiatives to reduce their taxes. (Google the words “California Ballot Initiatives” and see how many hits you get). My point is…if we want the pensions, the duty, the wages….. the piper has to be paid. As in California if you want to reduce payroll tax, duty, pensions, health insurance payment requirements all funded by ourselves and businesses (retailers included)….go for it. It will indeed lower retail prices…….forget your health plan and your personal pension though.
Back to the cost of doing (retail) business in Bermuda
Consider the fact that the charge to move a shipping container from the US is around $3,000. How many bags of Huggies diapers can one get into a container?
Consider that the retailer knows that they have to carry as wide selection as possible and therefore needs to warehouse what is not on the sales floor. The rent for that warehousing compared to rent in the USA? Consider that the travel time from the US supplier to Bermuda in about 3 weeks so for the most part so there is no such thing here as last minute delivery. There’s no getting around the need for warehousing. (One week to process the order and deliver to a US address. One week to containerize and get on a ship to Bermuda, one week, give or take, to process the cumbersome Customs paperwork, pay duty, arrange delivery to the retailer). Sure it can be FedEx’d in or air shipped in, but that does something nasty to the price.
Consider what a community of 65,000 in the middle of Nowhere USA has on offer on their Main Street. Do folks have to travel out of their small town to the big mall, built between several similarly sized towns, to get a better selection at lower prices? Compared to a small town of 65,000 anywhere in the world I wager that there is a better choice here. And we are how many miles from the nearest “proper” town?
Consider now your own business, the job you do. What do you charge or what is your salary compared to the same type of business/work in the USA? Clerical workers. Lawyers, building contractors at how-much-a-square-foot? Doctors, dentists, accountants? Civil Servants?
My guess is that the retailer is under a lot more pressure to keep their prices down than any of the service providers above who for the most part have to carry little inventory, if any…..and cannot be “bought” on-line.
In many cases the retailer in Bermuda is actually making less profit on an item than their opposite number in the USA even though in Bermuda the price tag is higher.
We all compare our prices in Bermuda to the US. Have any of us travelled to Europe and seen the prices there? Why are they not as cheap as America?
Some of us have travelled to the Far East. Prices are sure cheap there. But I wonder what the accountants, the blue collar workers, the doctors, civil servants are earning there? I wonder what their health coverage and pension benefits are? But what do we care? It sure is cheap to shop.
Do we really wonder why none of the retailers have any brains at all. They doddle along not listening not caring, oblivious of Economics 101, just charging whatever they feel like, without any care or worry. Why are they not as bright as we are in our own businesses/professions?
Why don’t you just write a book!!!! Good greif!!! Your supposed to leave comment not your biography.
You offer some good points that can all be contradcited with better solutions by a smart and caring business owner who would like to bring people in the door enabling the the consumerand shop owner to benefit.
I will use your container example…Yes a container costs 3000. Fill it to the brim and that cost is spread for each bit of merchandise in it. You put 1000 items in it and it would cost you roughly 3$ per item to ship. So, the store owner has purchased this item at cost plus shipping. This should bring it just below retail cost of the USA. So even with duty (not to mention some items are duty free eg books) and a bit of mark up, it should not cost the consumer 200-300% more then US retail….
I just got back from Europe, not true that items in Europe are more expensive. American items shipped to Europe will still cost slightly less then what you pay in Bermuda even after the conversion from the Euro to the dollar. Yes I did go to an “American store” and compared pricing and that store was a little room. So unless you were shopping at very high end stores or Harrods, That statement is not correct.
That all being said , If you offered remarkable customer service then you would be surprised how much people are willing to pay for that little bit extra attention and caring. So when I ask, do you have this in size X, don’t cut your eye and suck you tell and tell me “Eveything is out” and walk away. If sales persons took the time and helped me or even made a slight effort to check the wharehouse or the back room to just make sure, I would come back….but you didn’t so….
Thank you. Finally some that understands. Dont forget the dozens of raffles, event sponsorships, concerts, etc…that bermuda business support. that all costs money
u just gave me a headache for all the digressions.
what is your point again?
Sorry all!
My point is that the retailer in the US does not have the cost that retailers in Bda have to bear. Health Insurance, contributions to Private Pensions etc etc. Someone, the customer, has to pay for that. If you are happy buying in the US from a clerk who has no health insurance, no private pension, poor salary…go for it! We in Bermuda are trying to be more responsible.
The prices in Bermuda are not high because the retailers are dumb.Those who do not understand why prices for everything in Bermuda are high do not understand economics.
I could write a book…but I can see my fan base is probably non-existent
…hence the various thoughts. Perhaps if one took the time to read and digest merely another point of view…….most of the 88 responses above are all the same…and how many lines of type did that take up?
Last…I promise….When will people understand that the amount of money they earn has a direct impact on the price of the goods or services their company provides.