This is a tricky issue. In the light of so much anecdotal evidence of poor quality control, I can’t imagine anyone not wanting to check the rings of a potential purchase. And with so much perceived variation of leather quality, I don’t think many customers would want to just look at some kind of display model; they would want to see the actual model they wish to buy. Tricky situation, for sure.
I don't know, whether this caused the price increases. 50% margin in that business should be about normal, maybe even 70%. Retailers take a significant risk and stock, which is why they get those kind of margins like in jewellry, watches and other luxury items. However I wonder how customer loyalty rates are? How many customers are ignorant about competition that uses the same ring dimensions and measurements? How many do feel, that they don't have a choice when buying an additional ring binder? How many people are not aware that they can print, cut and punch sheets and buy instead Filofax inserts without even thinking?
Yes, I think you should be able to check out the item you want to buy in person, especially for items you are going to be touching and handling daily. That’s the whole point of an analogue planner. Better that than have to come back to complain, return or exchange. The only new Filofax I have purchased was online and it arrived with very rusty rings. I returned it and have not bought a new one since.
Very interesting video, I’ve never thought much about this “issue” before. Here in the Southeastern US, it’s fairly common practice to open packages (that aren’t taped shut at least) to inspect goods before purchasing. From personal experience, even salespeople will often open something to help you get a better look haha.
I think this is more of an issue that the sellers should be considering. Simply because, as you stated, if something's locked away the customer is less likely to consider buying it. If a business wants to keep its door open then they'll have to pay attention to what the customer does and doesn't like and adjust their sale strategy accordingly. As a consumer you can give off signals by either buying or not buying, so if you don't like how a business handles its sales, you don't buy there. I think online stores have a bigger problem here as people can't physically touch the items, but I supposed they try to get around that by taking very detailed product photo's and having models posing with said products 'in use' to give an idea to customers what it would be like to hold it.
The John Lewis set up is ideal I think. As an autistic person, I really value touch and smell and unless the returns mechanism is perfect, I’d be hesitant to buy new without that.
