How did shopper experience differ between Robinsons and other stores?

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Shopper Experience Varied Significantly Between Robinsons and Other Retailers During Black Friday Sales

Shoppers at Robinsons department store faced substantial queues and extended waiting times during the Black Friday sale, a stark contrast to the more subdued crowds observed at Takashimaya and Tangs. At Robinsons, payment queues often lasted between 45 minutes to an hour, with snaking lines observed throughout the five-storey outlet, particularly in the home furnishing section. This intense customer activity was driven by discounts reaching up to 90 per cent, prompting some shoppers to extend their store hours significantly, with Robinsons operating from 7am to 1am the following day.
Extended Queues and Hours at Robinsons

The Black Friday sale at Robinsons The Heeren saw shoppers enduring significant waiting periods. For instance, one customer, Astrid Broderick, spent approximately S$2,000 and had to queue for an hour to complete her payment and an additional hour to sign up for a free delivery service. Such long waits were common, with one point observing about 40 people waiting to pay in the home furnishing department alone. To accommodate the influx, Robinsons extended its operating hours to 7am until 1am the next day, indicating a high volume of customer traffic driven by deep discounts.
Subdued Crowds at Takashimaya and Tangs

In contrast, other major retailers like Takashimaya and Tangs experienced considerably fewer crowds. While Robinsons offered discounts of up to 90 per cent, Takashimaya's promotions reached up to 30 per cent. Tangs provided a 12 per cent rebate for its loyalty program members. These comparatively lower discount rates likely contributed to the more muted customer presence observed at these stores, where shoppers did not face the same level of queuing or extended waiting times reported at Robinsons.
Motivations for Shopping Despite Queues

Despite the lengthy queues, many shoppers at Robinsons felt the savings justified the wait. Customers reported significant discounts, with one individual purchasing Bang and Olufsen earphones at a 40 per cent discount, down from S$349 to S$209. Another shopper secured bedsheets, originally costing over S$1,000 for a set, at S$250, a 75 per cent reduction. The prospect of such substantial savings, with potential to save thousands of dollars, motivated some individuals to take leave from work specifically to take advantage of the Black Friday sales at Robinsons.

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How did shopper experience differ between Robinsons and other stores?

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