How to kill a shopping centre

WANT to turn your bustling shopping centre into a ghost town? Here’s a very simple way to make a lot of customers furious in record time.

RETAILERS are revolting and customers are abandoning this once-bustling shopping centre, which has been reduced to a ghost town after controversial changes to its paid parking and a series of store closures.

The Courier-Mail has been reporting this week on the saga of Indooroopilly Shopping Centre, southwest of Brisbane’s CBD, where a dramatic fall in foot traffic since October has led to crisis talks among more than 80 retailers.

A growing number of stores have shut down after the issues with the buggy and complicated new parking system — combined with rental and advertising squabbles — “devastated sales”, the Courier-Mail reports.

• RETAILERS HAVE HAD ENOUGH OF SHOPPING CENTRE DRAMAS

• LEAKED LETTER TO TENANTS AHEAD OF CRISIS MEETING

• CENTRE ‘WORKING WITH RETAILERS’ FOLLOWING REVOLT

Prior to a secret meeting last night, the centre’s management warned retailers against speaking to the media or risk generating “negative sentiment” towards the centre that could potentially “harm the trading performance of each and every retailer”.

A number of retailers including Koko Black, Dick Smith, Earthborn, Adorne, The Tear Bar, Laura Ashley and Stitch & Co have closed this year, but the centre said five new stores would open in coming months.

One retailer told the Courier-Mail: “People aren’t shopping anywhere like they used to, everyone’s figures are down. The parking dramas caused people to stay away because it was too much hassle and it’s never recovered from that ... midweek it’s a ghost town.”

Home wares retailer accused of "doing a runner" after shutting its doors https://t.co/4t0x6121x2 pic.twitter.com/7ZYyEsqmRd

— Jacinda Tutty (@JacindaTutty) March 7, 2016

Before the changes, customers could park for free. Under the new system customers get three hours free parking before being charged, with fees ranging from $2 up to the maximum daily rate of $20 for visits over seven hours.

In addition to the fees, the parking system has been plagued with complaints of long delays, a buggy system and confusing layout. The changes haven’t gone down well.

“Your new parking charges are stopping me and many other customers visiting during the week, hence why the centre is now empty as we’re going elsewhere,” Chris Ginn wrote the centre’s Facebook page.

“As a result, I’ve been going to other shopping centres for lunch, etc. You may be in it for money, but without thinking about shoppers, your retailers are losing money and so the centre will lose out in the long term.

“Either get rid of paid parking or make it free for about five hours!”

Glenn Kent wrote: “Who designed your carpark and carpark signage? The same people that design Ikea’s shop layout?”

Heaps of customers have had parking issues since December.

Others complained that the automated system sometimes malfunctions, leaving visitors unable to exit. “I was stuck in your shopping centre due to a power outage just to the gates and the gates not being able to manually open,” wrote Emily Lowes. “A big flaw — frustrating.”

Ewan McLeod called for vehicle clearance heights to be better displayed. “Very annoying when a vehicle turns in only to find they have no clearance and there is a queue of cars behind and the vehicle has nowhere to go!” he wrote.

The licence plate recognition system has also been beset with issues.

Customers who make multiple visits on the same day have reported a glitch in the system not registering they have left, leading to them being charged for the entire time.

Others reported being charged for times they weren’t even there. “Obviously something wrong with the numberplate recognition,” wrote Deanna Delaney.

“Just got slugged for parking. Was still in bed at 6:56 this morning and it’s not even 11:40 yet as per the receipt that was issued.”

A number of stores have been closing their doors. Picture: Tara Croser

In a statement to news.com.au, a spokeswoman for Indooroopilly Shopping Centre said the success of the centre “relies on the success of its retailers”.

“Centre Management is committed to working with retailers to help grow their business and encourages retailers to engage on issues they may have with the centre or its management,” she said.

“Indooroopilly Shopping Centre is working cooperatively with all retailers to understand their concerns and we will be proactively addressing them.”

The spokeswoman said the centre had “invested significantly in extensive marketing, advertising and event programs since completion of the redevelopment”.

She said the centre’s total turnover was up 16 per cent in the last 12 months, and that January and February were “traditionally quieter months”.

“The ticketless parking system implemented last year has eased congestion and has stopped commuters parking in the centre car park to access off-site facilities,” she said.

“We now have concise data which indicates the system has substantially improved the car park efficiency, with each car park being utilised by an average of four customers per day.”

She added that since December, more than 1.6 million vehicles had entered the car park “with 99.95 per cent of customers experiencing no issues”.

[e-mail]