A bitter complaint (and what we said about it)
We recently received the following anonymous email via our web site and as it is a subject rather dear to our hearts (good value for money), we felt it was important to share the complaint and our reply. By Kate
Dear Green & Blue,
For somebody who supports and favours independent producers/retailers etc, I am quite frankly appalled at the pricing of your wines. I can sympathise that you buy from the small, interesting producers, and try to offer them the best price you can, however what I can't sympathise with is quite blatant and horrendous overpricing.
I have noted in the past when shopping from your now obsolete branch in Clapham & on occasions from your now only branch in Dulwich, that your prices are somewhat more marked-up, than you would find from say other small independent merchants. However, I understand that you have overheads forcing your prices up; local wealthy residents you feel can pinch more from, a trainee Sommelier you like to fly across the globe, and also, fund the lovely little advertising scheme you have in-store, so that it caters to the poncey local residents. But, what I cannot understand, is the level of overpricing.
I have just purchased a bottle, I won't name it - but, I have found it available to buy both on-line & in-store cheaper, in fact so much cheaper, that I can buy it for HALF the price you sell it for in-store. I am so furious at wasting money like that, only to fund your stupid, wasteful, capitalist business.
It does not amaze me that your branch in Clapham closed, I don't think I'm straying from the path of truth when I say it could more than likely down to the ridiculous pricing of the wines, retail, and corkage price also.
Here's to the last remaining "branch" closing, and a new, better, more reasonable merchant opening in place.
That was the last time I'll be buying from your business with prices as such as that.
Good day.
Aside from neglecting to share his or her name, this customer pulls no punches!
In reply, I said:
Thank you for taking the time to email your comments on Green & Blue pricing.
You have not identified the wine you bought so it is difficult to respond specifically in that regard, but I am surprised to hear that you have found any wine from another independent wine merchant at half the price you paid here.
We are a retailer of wine and not an agent. That means that we have to buy from those who are agents in the UK
. Some agents offer a service selling wine direct to the public but they do so exclusively by mail order. This means that customers must buy at least a case and do not get the opportunity to either taste the wine before buying or have the benefit of speaking to someone about the wine before they do so. If you choose to buy this way you will pay less, but many drinkers either want only a single bottle or feel that coming into a shop and talking to a sales person is an integral part of their enjoyment of wine.
It should also be noted, if you’re doing website pricing, that some agents display ex-vat prices as they sell almost exclusively to trade outlets like us.
We do regular price checks and find that many of our wines are in fact less than you would pay other independent retailers. We also sell all our wines at shop price in the bar on Monday, Tuesday and Wednesday nights, while our bar mark-up is typically far below that which is customary for many bars.
We are still a small business and don't make huge profits. In any event, we do believe that business should be about more than just profit which is why we operate the scheme to train young people from South Africa
Everything we do is done on a shoe-string budget, including all the in-store advertising which is designed and made by us on our own PC and printer, so I am pleased it apparently looks so professional.
I am more than happy to investigate this particular case if you send me details of what you bought and if there is indeed another independent merchant (not an agent) selling exactly the same wine for half the price you paid from us, we will not only refund you the difference but give you another bottle of wine as a gesture of thanks for pointing this out to us.
Yours sincerely Kate Thal
P.S. The Clapham branch closed because we were unable to expand it by renting the adjacent premises. We are currently negotiating to open a new, larger shop in a different location.
* The aggrieved writer has yet to contact me to claim a free bottle of wine.
It does not amaze me that your branch in Clapham closed, I don't think I'm straying from the path of truth when I say it could more than likely down to the ridiculous pricing of the wines, retail, and corkage price also.
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