Shopping in Italy

I have to laugh at myself for waiting this long to talk about my favorite hobby…shopping! Obviously, I was too busy shopping to actually talk about it.

Be aware that there are some marked differences in buying products and services in Italy and in the States. For one thing, the brand names rarely have anything to do with what the product is or what it does. Not even the Italians can give you a reason for the product having such an odd name. However, there are many products that do the same thing, and it’s trial and error that will lead you to your favorite. Keep in mind that the “error” products are nonrefundable!

In the States, when you buy something that you’re not satisfied with or it’s broken or damaged, you usually get a refund. You can then go to a different store that carries the product that you want to buy. That’s rarely the case in Italy. I’ll give you some real-life examples:

I bought a steam iron. I get it home and it sputters and leaks. I take it back the next day. The store manager takes it to the back, plugs it in, and finds out that the iron is indeed faulty. I am given store credit. No refund.

I bought a blouse and found that a button fell off in the bag and one of the seams wasn’t closed. I took it back and the clerk took my blouse down the street to a seamstress, had the button sewn on and the seam repaired.

I bought a figurine as a gift, then before giving it to my friend, I found out that she didn’t care for that color. I knew the owner and I had purchased the item just the day before. I couldn’t find the receipt, but didn’t think it was a problem. Yep, it’s a problem. Due to how carefully the government regulates taxes, they had to have the receipt or no credit or exchange! I dug through every purse and bag. Found it!

Before I forget, some of the stores that sell appliances and electronic items will automatically give you a two-year warranty on the items they sell. This is even if the product company doesn’t offer a warranty. However, you must keep the receipt and the box. Hopefully, you have an attic or storage area.

I had my shoes repaired and returned to pick them up. I slapped down my BancoMat card (same as a debit card) and was told that they only accepted cash. One of two things could be the issue (or both): Taxes to the businesses are so high that some of them don’t pay all of their taxes, hence you receive no receipt. The other reason could be the cost of having a credit card machine. So, I have learned to always ask, first, which payment methods are accepted before I buy or hire someone for a service.

And, depending on the situation, you can always ask if they have a “cash price”. It’s not my place to judge or monitor what they do or don’t do regarding paying taxes. However, the difference can be up to 20% off, if you pay cash. Not always.

Storekeepers, workers, and vendors are mighty jealous! Every morning, the local farmers set up their umbrellas and display their fresh produce. As they get to know you, they expect you to buy from them, rather than the other vendors. You are their customer! You’ll even see the vendors giving their competition little looks of pride, if you decide to buy from them. I have learned to buy a little bit from each vendor.

They’re all happy and you are a customer and friend to all. They will even make sure that they set aside your favorite produce, if you come regularly!

Poor service? It’s not typical to receive poor service. However, you might not think you’re getting the best service if you’re standing in line with your money out and ready to pay and go. Italians are very relational. Their personal relationship with Lorenzo or AnnaRita is more important than getting your money for whatever you’re buying. Many of the clerks and store owners have been in this city for years. Their grandparents ran the store, then their parents, and now they’re at the helm. They know everything about everyone and may very well discuss it all, before they get to you. At first, it can be annoying. We Americans are used to fast service. We come from a nation of successful entrepreneurs who made their fortunes on rocket-fast service. That is NOT the Italian way, and they are not going to change just for lil’ ol’ you. In time, you will become that very important customer and friend, with whom they will have a relationship. “How are the kids?” “Did you find a plumber? I can send my Uncle Marco over.” “We just in a fresh shipment of that goat cheese that you love. Would you like me to run back and grab some for you?”

Complaint Department? Good luck with that (I am laughing heartily).

Example: You’re not getting the best service from Filippo. You ask to speak to the manager. Filippo calls to the back office. Up walks Filippo’s uncle Vitto. He listens to you intently, slaps Filippo alongside the head, gives you an extra piece of fruit and heads to the back of the store. In a few years, Francesca isn’t giving you the best service, so you talk to the manager, Filippo, her father. Yes, Italy is slowly changing, especially in the larger cities, which have become more Americanized. So, you have to decide whether you want to live in an Americanized Italy or the more authentic regions which are less populated and where very few speak English. In the end, shopping in Italy is a window into Italy as a whole: relationships and family are most important.   

Lee Ryan