Rules of Supply and Demand

When there's no demand for your product - put that shit on sale.



Oh and why is there empty space at the bottom? Half went over to an end cap (the beginning of an aisle) for 'special promotion'. Don't fool yourself - sparkling kool aid ain't selling.

You Want Feedback? I Think I Can Help.

Checked my Twitter feed (@ihateduanereade, come spread happiness with me) and stumbled upon this little nugget of joy:

DR_DuaneReade: Thanks for your message ... looking forward to working with you and addressing your challenges and def welcome your feedback ... thank you!

(Damn. I forgot that I have my feed on temporary auto-message, which sent our friend a little note from yours truly.)

Oh, Brian. Let me share the challenges me and the IHDR readers face. As for 'feedback'? You have this blog to play with.

1. This re-branding of Duane Reade, while very bright and shiny, doesn't cover up the fact there are systematic issues with your drugstores. The old 'lipstick on a pig' solution doesn't work.

2. The heart of this blog and the subject of 99% of the complaints about DR is your STAFF. They are not happy, therefore they treat us like assholes. It's like the classic abuse cycle. Pay them more, change their hours, give them incentives, whatever it takes. Don't just hire more staff, or fancy staff, like the skin care girl who stands there drinking her morning smoothie (yeah, I saw you in the Herald Square location). Hire managers who motivate, not intimidate.

Side note: I'm not excusing the idiot customer here, as there are some champion douchebags out there. However, customers don't make money off of the way they treat employees. Businesses make money off of giving, at least, satisfactory service for payment.

3. Your pharmacy. I can't even begin to get into this. Stop losing our prescriptions, hiring bored, inattentive staff to man the front counter, lying about policies (ex. how you can't transfer scripts between branches more than 3 times, but invite website users to do so for every medication via your website. I'm looking at you, 86th Street.), and how long it will take to get our prescriptions.

Also? Pick up your damn phone.

4. Your cashier line. I see with the new stores you have a nice little cattle corral, with which to coordinate your customers into one orderly line. But the other 80% of your stores still have a row of cashieR, who is unwilling to make eye contact with the very confused double line of people, and who most certainly won't make the effort to say 'hi folks - one line only, please.'

5. Where the hell is your manager? He's certainly not helping when morning rush hits and there are four employees rearranging cigarette boxes, while an angry mob gives up and discards their purchases in the candy shelves - in favor of making it to work on time and keeping jobs.

Yeah, I make it sound soooooo easy, don't I? Well, if you took some of your budget and applied it to staff training and layout efficiency programs, there wouldn't be a need for pretty, shiny colors...or thousands of laminated, earth-unfriendly, 'Duane Readers' that will only end up strewn across the sidewalk and stuck under the security guy's shoe.

Thanks, Brian, for 'working' with me. I'm sure we'll have some great conversations. Oh, and if marketing for Duane Reade doesn't pan out after the holiday season (because let's face it, this is only a 4th quarter push and most likely not a long term investment), maybe the old guy behind the photo counter will let you take over.

Duane Tries a Little 'That's What She Said'...Fails.

Click on image for larger version. Heh.

Update: Brian is BACK!

Remember this post, where we'd discovered that Duane Reade's Twitter feed was a bit lacking in skill, updates, life signs, customer service? The last time they'd posted was in late May and seemed a bit confused as how to handle the rush of customer DMs and @replies.


Well, "Brian's" back, ya'll!



@duane_reade started to show signs of life on October 28th and a new Twitter addy @dr_DuaneReade has been added. Both are run by poor Brian. I wouldn't want that job. Once people catch wind that you are available for comments and questions, it ain't gonna be pretty.

Anyone want to place bets on how long they will last? Will they follow 'IHDR' (@ihateduanereade - feel free to show your love)? More to come, my fellow victims.

UPDATE: We're being followed on Twitter by Brian himself. What should we ask?

Delish Taste Test: The Elegant Dinner Party

One of the perks of being friends with a snarky consumer blogger is they'll show up to a dinner party, armed with pharmacy-brand snack chips and beg you to try them.

Today's review is of Duane's Creamy Ranch Soy Crisps. I really wanted to review these on my own and not subject others to my ridiculous hobby. But every time I opened up the cabinet and saw the bag, I wrinkled my face (even more) and quickly grabbed something else. Remember that scene in Pee Wee's Big Adventure when there's a fire at the pet store and he keeps avoiding saving the snakes because of his complete disdain for the slimy things? Yeah, that.



Can someone tell me who the hell is their packager? I mean, I get the Statue of Liberty branding and even the phallus-shaped salt shaker on the baked chips, but a chick in a soy crisp skirt? Is she someone's niece who needed something for her portfolio? I'm totally picturing this poor girl sitting down at an agency with this moment of elegance: 'This is my commercial look. I'm giving a kind of hey-bite-my-skirt vibe.'

On to the testing. The victims today are all six of us dinner guests and hosts. I've told them before they partake that they should be honest and not feel compelled to hate them, as is trend with this blog.

Their reactions were interesting.

Mike: (sniffs bag) Smells like peanuts at my grandparents' house.

Ernio: There IS a weird cardboard smell...I'm very afraid.

Joe: (turning the crisp over) Now, where does the 'creamy' part come in? I'm not tasting any ranch here. I have to have another to figure this out. Oh wait, there's an herb.

Claire: (scrunched up face)

Greg: Not bad. I'm not a big rice cake fan, but this is ok, they all taste like cardboard.

Claire: My mouth was sealed shut.

Mike: This tastes like off-brand puffed rice cereal with salt and ranch flavoring. Made my body hair fall out.

Joe: (checks bag) Maybe they're already expired?

We tried them again, this time dipping them into actual ranch dressing. While I believe anything that serves as a vehicle for cream-based dip gets an automatic pass, this was definitely pushing it.

Final vote: Duane Reade 1, IHDR 5

Star rating for the hell of it: 1 star out of a possible 5.

This Just In: Lady Liberty Peddles Spicy Cajun Trail Mix

Is Duane Reade violating a UPC code rule by stretching it out into a Statue of Liberty shape? I'm assuming not, though I wouldn't put it past them. But I can guarantee they're in violation of my taste bud laws.

IHDR reader Scott writes:

I don't know if this counts as a horrible retail experience or just as horrible plagiarism. The new packaging for DR house-branded items uses a Universal Product Code as a design element ...

Well, it seems that there is a standard UPC use (here via Wikipedia), but when have we seen Duane Reade follow any standards?

Dimensions

UPC-A Bar code symbols can be printed at various densities to accommodate variety of printing and scanning processes. The significant dimensional parameter is called X-dimension, the ideal width of single module element. The X-dimension has to be constant in UPC-A symbol. The width of each bar (dark bar) and space (light bar) is determined by multiplying the X-dimension by the module width of each dark bar or light bar (1,2,3, or 4).

The X-dimension for the UPC-A at the nominal size is 0.33 mm (0.013 in.). UPC-A can be reduced or magnified in the range of 80% to 200%.

Nominal symbol height for UPC-A is 25.9 mm (1.0 in.).

Quiet zone (light margin)

The minimum Quiet Zone width required by the UPC-A bar code symbol is 9 x X-dimension on both the left and right sides. UPC-E requires 9 X-dimension units on the left side and 7 on the right. (Source; UPC Symbol Specification Manual).

Barcode text

Exactly 12 digits must be printed below the UPC-A barcode.

Yep, I don't know what the hell they're saying either. Best I can surmise: there's a standard, though there's a little bit of breathing room when it comes to sizing. I don't see a 'Statue of Liberty' clause here, so maybe they've found a loophole.

(Thanks, Scott, for the head's up)

This Just In: Pharmacy Woes

Poor Kayan. Trying to get a prescription at the DR only to be met with harassment and hours of waiting. Sound familiar?

I am a long time Duane Reade customer, but today was the first time I left a prescription at the pharmacy to be filled. Though there were several people working, it took quite a few minutes to get the attention of an employee. The clerk took the prescription, asked how it would be paid for, told me that the cost would be $105.00 and that I should come back in one hour. When I asked why a simple prescription which involved placing 5 packets in a bag and making a bill would take such a long time, the clerk said that the processing and the customer volume (the place was nearly empty) would take time.

I returned 1 1/2 hours later to find there were no employees at the 'pick up' line, though several walked about in the pharmacy and one was browsing the aisles and talking to people while drinking a Dunkin Donuts Iced coffee.

I attracted the attention of an employee and asked where I should stand to pick up a prescription. I was told they was only one line open (mostly for people purchasing tissues and laxatives and such). The employee drinking the coffee returned, I asked for my prescription and was told "You have to wait! All these people have been waiting a long time! It's that way everyplace, you just have to wait!" I asked for the prescription back and said I would have it filled somewhere else, to which the employee replied,"Why do you want to do that? Just wait like everyone else! It is already ready but you have to wait for it!". I repeated my request for the prescription order, and left amid angry mutterings from other customers, "Why don't you wait?!?" I have waited over 3 1/2 hours!.

I went to another pharmacy a block away on 181 St., was told to come back in 20 minutes, and was given the identical product for which I was charged $54.00! I will never use a Duane Reade Pharmacy again.

I'd have to agree (surprised?). 3 1/2 hours of repeated requests for updates, assistance, and the damn prescription is just not worth it. And, for the record, this letter was sent to Duane Reade via their website. No response yet (still surprised?)

What do you guys think?

(Thanks to Kayan for the head's up)

How Duane Reade Sets Up Their Displays

with Post-Its! Pink ones!

There were a few of these around the 86th / Lex location. This one says:

Pampers
Cruisers

tie in DR baby wipes

Popcorn end cap
to vitamin water

::puts on Beatnik beret:: that is some hep poetry, Duane.