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Ask DSM Readers: Escalating an Issue Above a Store Manager

by Tara Kuczykowski on August 26, 2010 · 43 comments

complaintPhoto by zizzybaloobah

Every week I'll pose a question for you to share your experiences and tips. If you have a question that you'd like me to post, I'd love to hear from you!

Recently on the Deal Seeking Mom Forums, Dizzy Mom shared an experience she'd had when trying to redeem catalinas at her local store where a store manager was not only unresponsive but actually rude. If you've been couponing long, you may have encountered this same type of situation before, either with a manager who is disregarding the corporate policy or one who is actually rude to you. I know I have!

What do you do in situations like this? Do you escalate the issue above store management and complain to corporate? Do you take your business elsewhere? Have you ever gotten an issue like this resolved to your satisfaction?

Join the discussion -- add your two cents to previous Ask DSM Readers questions too!

{ 43 comments… read them below or add one }

1 Jena August 26, 2010 at 5:13 pm

I've done it a THOUSAND times...my best outcome though was when we had a bad experience for our honeymoon at a local Hilton...they told me they didn't offer 100% satisfaction to their customers, but after MONTHS of calling and writing, we ended up with a free hotel stay in a room that totally exceeded our expectations and what we had spent originally on the first room. They gave us a suite overlooking the beach and it was GORGEOUS.

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2 Patti August 26, 2010 at 5:25 pm

I have had these issues before. In fact I am in theproces of calling KMar Corporste offices to report a store manager. There is an item in their back to school ad I want for my niece. Itisn't online and the nearest KMart is 20 minutes away.
I called the store and aske to speak to someone in girls 7-16. After several attemps to reach someone and me being on hold for at least ten minutes, they offered the store manager. She came to the phone and bluntly asked what I wanted. I explained the item to her and the size I neede. Her comment was" that's a big department you want me to look in." I wanted to say and? She just st/stood there saying nothing. I replyed" thank you for nothing." and hung up. I do have her name and Corporate will hear me.
I'll let you know what happens.

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3 Tammy December 14, 2012 at 7:20 am

Kmart always has the rudest employees! I spent 20 years with my husband in the military transferring bases every few years and all kmarts that I experienced all have a unique strange subway odor and the rudest, meanest employees I have ever delt with. Never ever shop there anymore. I will go to Target or Walmart any time

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4 Jennifer August 26, 2010 at 5:30 pm

I've written letters to several companies (Ralph's, Walgreens, CVS, Rite Aid) and the responses I've received have always been lukewarm and generally involved "we're sorry about your experience, please call the store manager or go into the store to speak with him/her so as to relate your experience further". As if I would want to go back in to the store at which I had such a terrible experience in the first place..

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5 Erin August 26, 2010 at 5:32 pm

I guess I have been lucky, or don't call too much attention to myself with my couponing. I've never had a situation where I had to ask for a manager. I guess I figure it's not worth my time and sanity to fight over it. I don't think it is right for either the purchaser or the sales associate or the manager to be rude about it.

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6 Michele August 26, 2010 at 5:39 pm

I recently had a less than great experience at a Toys R Us. They advertised a Free set of Kooky pens with a Disney back to school purchase of X dollars (Can't remember the amount). But when I got to the register to pay, the sales clerk knew nothing about the offer or where to find the pens or even if they had the pens. She asked several other workers and none knew anything. They told me I was out of luck. I called the 800# and talked to a very nice lady who said she would request that corporate send me the pens. 10 - 12 days later, I got a call from someone in corporate who told me the offer was first come first serve and I was out of luck (I was in the store at 10am the first day of the sale). She said I should go back to the store and talk to a manager there. She was totally rude and didn't care they lost me as a customer or not. It was a complete waste of time.

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7 Lauren August 27, 2010 at 2:35 pm

Toys'R Us are the worst for this! I've had terrible experiences there, usually their incompetence on pre-orders of videos that they don't know how to handle at all, don't know how to give the promotional item/GC etc. I've emailed and all you get is a message back saying 'thank you' for your message and they appreciate feedback... No attempt to ever correct anything or make you want to shop there again ;)

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8 Twyla August 26, 2010 at 6:05 pm

I recently had a bad experiencen at Walgreens this week. My coupons did not right up right and I went to the return desk in photo. The manager was really rude and refulse to let me use a manufacturer coupon on B1G1. I could deal with it except he had such attitude and did not even speak to me once except to say mom you can only use one coupon. It is not allowed to use two manufactuer coupon. The sales clerk in the pharmacy are just awful in the West Avenue Walgreen in La crosse. I was once told by a pharmist that I should not be hard on the tecs becasue the drive in is a very stressful position and he was fed up with Walgrees too!
Fashion Bug is the other nasty place. I have went home crying because the Manager was so rude to me. But I guess this is typical for them. I did call the corporate office but I dont think they did anything.
I have decided that customer service is just not what it used to be.and the companies don't care.

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9 Meg August 27, 2010 at 2:22 pm

Twyla,

Walgreens recently posted their coupon policy online. You might want to print it and keep it with you. I have trouble at my Walgreens too.

http://www.walgreens.com/topic/help/generalhelp/coupon_policy_main.jsp?_requestid=37856

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10 Patricia January 25, 2011 at 10:32 am

Thank you for this link!

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11 Jan August 26, 2010 at 6:11 pm

It seems that in the last year or so that I have had no luck in dealing with store managers. In fact I have found them to be downright rude, as many of you have also stated. Years ago I never had this kind of experience but I believe as the retail stores make staffing cuts and work their "managers" to death in the current economic environment, this trend will continue. It seems that "policies" vary depending upon the manager on duty at the time--despite the corporate policy that I tend to carry with me in my coupon binder. What gets me is that I usually can visit another location of the same store later in the day and complete my transaction without any of the problems I encountered at the first location! Luckily I live in an big city and have multiple shopping options so for the general day to day things I don't bother contacting the corporate offices.

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12 Sarah H.H. August 26, 2010 at 6:16 pm

I have had a gift certificate that Olive Garden refused to honor. Apparently a cashier didn't swipe it right when my husband's grandmother bought it as a gift for us. The server said it would not be honored. I asked for the manager. The manager said it would not be honored without a receipt. I said "it's unreasonable to require a receipt for a gift certificate." He said "what do you want me to do, write this meal off. Do you want to steal this from our restaurant?" Oh reaaaalllllly!!!! That did it for me, and at any rate, the scene started getting the attention of the other patrons as well, and it really sounds bad to hear a fellow customer saying "*insert his name here* you are accusing me of stealing for using a gift certificate!?" They ended up honoring it.

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13 Terri August 26, 2010 at 6:20 pm

I'm so glad that you're covering this because I've had NIGHTMARE experiences with our Walgreens stores, to the point that I no longer shop at two of our three local stores. Why? Because two of their managers from these stores happened to be in one of the stores while I was shopping. Their lack of couponing knowledge was appalling, but when they both accused me of stealing (by virtue of using my coupons to get an item for free) in front of the entire store, that was all I was going to take! I complained first to the District Office, and through several months of communication, I was able to get formal letters of apology from the managers and coupon training from their district offices to ALL the staff of ALL of their local stores. Forget about getting anywhere with their corporate headquarters, however. Walgreens is family owned and by their own admission, they don't care whether you shop there or not. So customer service at a corporate level is non-existent. Not opinion. Fact. And I have the letters to prove it.

Some of our Rite Aid store managers tolerate us openly but despise us secretly. When there's a major issue, I ALWAYS take it above them. Sometimes it makes a difference, sometimes not. It really depends on whether you talk to someone who understands couponing and the benefit it brings to their stores. So many of them think that just because we get an item for free in the end, that they're the ones giving it to us. They forget that they're getting paid for every coupon we present, and then some since they also get something like an 8 cent bonus for each one presented.

So by complaining, you may not always change the outcome of a specific situation, but oftentimes you can change attitudes, policies, or inspire education. If you've got the time, it's definitely worth doing.

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14 amy August 26, 2010 at 6:25 pm

You find more bees with honey than vinegar. The best way to get back at these jerks, since you probably won't get what you want anyway is to continue to shop at their store using tons of coupon matchups. At Target, its always great for that, and make sure you do the get a $5 gift card deal in conjunction with the coupons so it drops below zero and you have to call he or she over. After a while, they will get really sick of you and just do what you want. After all, its all about customer service. Isn't it. I used to work at Target years back and corporate doesn't do anything. They only back up the employees. Ultimately, the manager can do whatever they want, and when they tell you its corporate policy, HOGWASH! They are using that as their goto excuse to say no to you politely. Kill 'em with honey, girls! Oh, well, guys, you can do it, too! Oh, and I visit your website daily and love it to pieces. You are awesome!

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15 Jennifer August 26, 2010 at 9:06 pm

Our Target has told me on MANY occasions you can not use coupons w/ the $5 gift cards so I 've just stop trying. I have a friend who shops at the same Target and gets them everytime no problem! I've tried calling customer service, very hard to explain to someone who is obviously not even in this country!

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16 Shelley August 26, 2010 at 11:36 pm

I use coupons all the time in conjunction with the $5 Target gc deals and have never had a problem. I never knew that it wasn't okay to do so.

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17 Dizzy Mommy August 27, 2010 at 11:26 am

I always use coupons with the $5 giftcard.... its perfectly allowed I was even told that by a regional manager last year at Christmas time. But as always YMMV.

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18 Shannon August 28, 2010 at 11:29 am

You can definately use coupons with the giftcard. I work at Target and there is nothing in the coupon policy that prohibits use of coupons with a giftcard. Our coupon policy is very simple. You can use one target coupon and one manufacturer coupon per item. The coupons that require a purchase of more than one item like a b1g1 manufacturer you can only use one manufacturer on both items but still use a target on each.

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19 Colleen August 26, 2010 at 6:58 pm

I used to be a manager for a major department store. Whoever said these stores are working their managers to death is right! My store would cut staffing every 6 months or so. I had all of the women's clothing and had 3 people most of the time to run it! Their job was to ring up customers, clean the fitting rooms(and we all know how women shop-that alone took the person and hour to do!), plus they had to keep everything straight! Yeah right!!! Guess who the work fell to when the associates couldn't do it all? The managers. Another thought is unless someone is rude to me, I'm always nice. My policy in dealing with upset customers was you were more likely to get what you want if you weren't screaming at me :)

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20 Michelle August 26, 2010 at 7:08 pm

I recently went to kiddie kandids inside babies r us to get my little girls first portraits. I went there because they send me a coupon for 40% off regular prices. I didn't want to spend a lot so when I got to the store I asked what I could use the coupon for. There were two girls there at the time and the one said that I could use it on anything including the portrait packages. She took my pictures and then went to lunch while the other girl helped me pick out which pictures I wanted and then rang up the pictures. As soon as I broke out the coupon she said I couldn't use it on the portrait package. I read the coupon and it clearly said it could be...but she pointed to the bottom that said other restrictions apply. What other restrictions!?!?! I told her the first girl had said I could use the coupon and her response was..."she's new". During this time the first girl came back and the two of them argued over who was right. The whole time I had a very frustrated 5 month old baby crying and wanting to go home. When I came back to pick up my pics I told the manager how frustrating it was that I was told one thing first and then when it was time to pay I was told something else. She just shrugged her and handed me a 20% off coupon for next time. It was the same coupon that they hand out to everyone. I refused the coupon...I will never go back!

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21 Leanne August 30, 2010 at 8:17 pm

This reminds me of an experience I had at a WalMart portrait studio. I sat and waited while the girl working told me that she had an appointment ahead of me. Thirty minutes went by and noone showed up, so I said this was ridiculous, that the person was late and therefore foreited their appointment time. Well, she then told me it was her friend who had the appointment and proceeded to call and remind her to come in and when the friend said she would be there soon, she still refused to do my son's pictures because her friend was "on the way." I complained big time to corporate and got an apology letter and coupon for completely free pictures which I never used because the same girl was always there. They closed down the studio a few weeks later, no surprise there!

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22 Kim August 26, 2010 at 7:09 pm

I almost always go to the corporate level. The only exception seems to be Walgreens. I frequently have had issues using coupons and I have only been doing it 4 months. I usually bring a copy of the coupon policy with me to the store, if I can find it online. Walgreens for the most part has the WORST customer service when it comes to coupons. I have not called for them. My suggestion is that if you find a Walgreens that works well for you, go to that one and make sure to thank them repeatedly! I have only had 1 bad experience at Rite Aid when I was told "they have ways of tracking You People". Once I did have a deal that didn't work out but I called corporate (because the problem was above the store level) and received a $5 gift card. Target has been a little harder to deal with and I ended up speaking with a 2nd level customer service rep (don't be afraid to go above the supervisor to the next level) before I got the issue resolved. Safeway is okay depending on your checker (but you will be helped on the corporate level in need be) and Albertson's seems to be okay as well.

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23 Lauralee Hensley August 26, 2010 at 8:22 pm

I really think corporate would want to know, because if they've had problems with this employee, even though in a managerial position before, they may need to follow through with more than just a warning. Management of any store needs to be aware of the corporate policies regarding coupons, refunds, reward/earned credits back etc., if they aren't then the word of mouth not only hurts that particular store in sales, but that trickles up to corporate too.
Let them know, but be diplomatic about it. Don't put in your letter that the
manager needs fired. Don't put in your letter the manager was rude, rather
put the manager made you feel such and such a way when he/she said such and such to you and that their eye contact wasn't there, or they raised their voice to you or made such an such a gesture with their hands. By what you write you are allowing Corporate to decide if that would have made a corporate member feel like the manager was rude or out of line.
You can suggest that you feel (don't demand, rather suggest) the store employees, including the manager at the said location need an in service
over the corporate policies regarding coupon use, coupon stacking, etc...
Ask in your letter for corporate to please keep you informed in the follow
through of your concerns.
Then if this gets you nowhere, become the squeeky wheel that they'll
have to oil to get it to shut up. I had to be the squeeky wheel about a
medical bill that I had paid at time of service that a Doctor's billing company
was trying to rebill me for. Going higher up in this case the hospital the
Doctor's office was located in is what helped me. I used their public relations
administrator to get the situation finally rectified after I had sent the
billing company via return receipt requested copies of my payment proof.

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24 Ashli W August 26, 2010 at 8:29 pm

I've been lucky with couponing except for the occasional policy change. Okay I can deal with that. I have, however, had issues with one year product warrantees in store. I bought a satellite radio for my husband's birthday which stopped working within the first year. We returned to Best Buy for resolution only to be greated by a rude manager who at first said our only way to solve the problem was to send it back to the manufacturer (shipping costs out of our pocket). After some arguing with receipt in hand, he offered at best a "refurbished" model which would take a 4-6 weeks to have delivered. I was furious, but calm and polite which annoyed me even more. So we went to the car and called the Best Buy customer service line. The Rep told us the manager was flat out wrong, so she called the store and required that the manager replace the product with a newer, fancier model since the one we had was discontinued. It does sometimes help to go to someone with a higher authority.

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25 Brandy August 26, 2010 at 9:43 pm

I have called several times when I have gotten nowhere with a store manager, and usually the problem has been resolved quickly. However I generally also tend to make it a practice to call or email a corporate office when I receive help that goes above and beyond. I have actually received some really great high value coupons or gift cards for doing so!

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26 Annie August 26, 2010 at 10:49 pm

I have been very lucky. My first week couponing I had an incident at Albertsons and was horrified that the checker continued to lecture me (in front of the manager) after I told her politely three times - if you can't take the coupon take the items off my order and I'll get the others. The next morning I was pissed after thinking about it all night. I called customer service - within 3 hours I received a personal apology email from the district manager and within a week I had a $15 gift card with a letter in the mail! I was impressed! My rite Aid checkers area always impressed with my organization and I have had some show me how I can 'stack' coupons!! :) I'm always OVERLY patient and polite - I want them to like me .. and GO TO YOUNG CUTE MALES - I know its sexist - but they just want you through the line (or get excited about your savings!)

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27 Drasylve August 27, 2010 at 2:14 pm

That is funny! I always avoid the young cute males, because I have the hardest time with them getting the coupons to work! Then they shrug their shoulders and won't push to make it work.

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28 Leanne August 30, 2010 at 8:22 pm

I do this, too, because it seems like older women cashiers give me the hardest time whereas the younger males just want to get through the transaction, and don't care about your coupons at all!

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29 Lisa August 26, 2010 at 11:02 pm

By contacting Corporate, I have received numerous gift certificates from restaurants and stores. I do not stop until I am satisfied with the outcome. These places made my day a living hell and I will make sure I do the same to them. If you do not do something about these stores and take it to the Corporate level, they just get away with it and keep doing what they are doing.

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30 Debbie Lalle August 27, 2010 at 10:00 am

I called corporate's toll free number for CVS after the GM at my favorite CVS said that he would not take my coupons because it made both the buy one and the get one 'free'. I explained his store policy to him but he refused. Of course I did not purchase the items.
The next time I walked in that store a couple of days later, the manager called me by my name, said that he would make his wrong right, even though my coupons were now expired. He offered to personally assist me with whatever I needed help finding and he insisted on checking me out himself. He did ask me to call corporate and let them know the issue was resolved. I was happy to do it! His response was super and now,a year later, we are friendly.

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31 SarverGS July 13, 2011 at 2:39 am

In the process of calling up the CVS customer service ladder............The store manager actually pulled stock off the shelf so we were unable to purchase it with coupons! In her opinion couponing is retail theft! Buyer beware of the CVS in New Kensington, PA!

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32 Amy August 27, 2010 at 10:08 am

I had a problem with a CVS. It was one of the first times I started shopping and couponing there and I was trying to buy some SOBE's that were buy one, get one free and also use a Buy One, get on free coupon. The cashier didn't know how to do it so she called the manager. The manager was completely rude and loudly stated that they did not take those coupons and that it was illegal to do that. So, I told her I did not want them then and offered nicely to go put them back. She grabbed them out of my hands and said, "Oh no! I'll do it!" I left and e-mailed customer service to clarify their policy on using the BOGO coupons with a BOGO sale and got a response back very quickly stating that it was allowed and that in that case I should have gotten the items free. I also got a call from the district manager telling me it was allowed and apologizing for the situation. I went in there a few days later and tried to do the same thing again, armed with my response from Customer Care. I asked the same manager before I picked up the items if she would take the coupons and she apologized to me for the first time and stated that they did take the BOGO coupons and she knew how to do it now. I was pleasantly surprised that corporate actually resolved the issue and how quickly and efficiently it was handled.

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33 Traci August 27, 2010 at 10:42 am

My mother worked for Macy's for 20 years and taught me how to complain effectively--be polite, smile and tell the associate that you are not satisfied and request that the associate summon a store manager. Oftentimes, the associate is not empowered to do something but a manager is and my experiences have been good, when I remain dispassionate. At stores like Target and Wal-Mart, if I do not get what I think is right, I go straight to corporate--and i don't bother with corporate customer service; rather, I appeal directly to the President or VP of sales. Because I live in a major metro area, I am fortunate to have lots of choices of where to shop and I remind those folks of that. I have never had a problem at Publix--the front end managers are the best. I also follow Clark Howard's tips about "customer no service" and that has been helpful as well.

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34 Laurie August 27, 2010 at 11:17 am

I have complained about Walmart in the past and received a $15 gift card because the cashier could not use coupons to the point where I walked out of the store without buying anything (with screaming 18 month old in tow) after 20 minutes at a register.

Later I complained about Rite Aid after they would not take my printable coupons in violation of company policy. They were super nice and now know what they are doing, which is great.

I try to be really nice when complaining and it works well if you do it right.

As for Walgreens, I refuse to shop there because they never have sale items in stock and it is a pain to use rainchecks. Plus, I hear using coupons there is too much of a pain.

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35 Rebecca August 27, 2010 at 11:25 am

This is a hot button topic and I'm sure there will be a lot more replies after mine. I literally just got off the phone with a RA manager because I called yesterday regarding very poor customer service from a cashier. I was genuinely thanked for my input and actually made to feel good about my call. I rarely call CS regarding something like a cashier that is just stupid or forgetful but if there is downright spite and rudeness, I call or at the very least, I attempt to speak to the manager on duty. Usually I feel I get the proper response from that level but if not, I call corporate. I agree 100% with pps that some stores just don't seem to care. I feel that Target is one ot those.

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36 Meg August 27, 2010 at 2:14 pm

I have encountered a situation where the store manager was rude to me for redeeming coupons. She would see me in the line and go immediately to that register and stand and watch over the cashier while giving me a death look. Well, I am fortunate enough to have two of the same stores within a few miles of each other so, I decided to start going to the one that is slightly further away. I haven't had a problem since and actually at the one that is further away, the manager is always impressed with my couponing!! :)

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37 Jenny August 30, 2010 at 12:02 am

I had a problem with Macy's (Waterfront store, Pittsburgh) when I tried to use their $10/25 coupons during a One Day Sale. I was shopping in the Infant section and the line to pay was long because it was just before 1pm, when the coupon expires. I was in line for around 10mins when I saw that the cashier in the Men's section was empty. I waddled over there, being 7mos pregnant and pushing my 18month old son in a stroller, only to be told by the cashier that it's past 1pm and she won't honor my coupon. I tried to explain that I've been in line since before 1pm, but she wouldn't budge. I went back in line at the Infant's section, where the much nicer cashier said that they can honor the coupon past 1pm, especially if the store is busy. My receipt for that transaction had the timestamp at 1:14pm so I don't think it was unreasonably past the deadline, given that I did have a long wait.

I filled out their complaint form online, the first time I've ever done so in my many years of shopping at Macys, and received an email from Corporate pretty quickly, which stated that they've forwarded my complaint to the Store Manager. I received an email from that Manager apologizing for his employee and promising to address the issue in their next meeting. He also said he'll be sending me a $25 gift certificate to make up for my negative experience. I never received the certificate, but I would be happy enough if that rude cashier really did get her lecture on what proper customer service is.

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38 Leanne August 30, 2010 at 8:29 pm

I had a Discover credit card years ago, and they were always calling me about paying for debt protection and all that bull that you don't need. Once, a girl called and I calmly told her that I didn't want it. I didn't want to be rude and hang up, but she kept going on and on after I said no. Finally, I said please remove my name from your calling list and do not call me again. I am not interested. She was so rude, and even hung up on me. Next bill, I see where the debt protection is added and charged to my bill. I called and asked for a supervisor and complained about it. She took off the charge, but I told her I still wasn't satisfied. She asked me what would satisfy me, and I said they should give me a credit for all my trouble, so she credited $30 on my card for me, which was great since I was in college and always owed money! It always pays to complain, as others have said, as long as you are polite and reasonable.

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39 ugly helen September 9, 2010 at 11:09 pm

KOHL'S, late June, I was returning something at the jewelry dept for wrong size and purchased some more from the sale. I browsed more and realized I forgot to ask for 15% off earlier so I went to customer service. CS credited everything from 2 purchases and rerang everything up to deduct 15% and could not articulate what she did nor did she point me to the screen to read it myself after I was confused and didn't understand how a 30 purchase was now $100, simple as one sentence. So when she plunked her pen down hard into the cup I asked for a manager to explain since she was angry. The manager was a young athletic tall man about 25-28. I explained the aforementioned and she then interjected and we vollyed back and forth until I understood a relatively basic principal of math. The manager did nothing so I asked, at what point he was going to chimein (expecting he would take over and make me comfortable from the angry women) no, he said "what do you want me to do" and I replied "I thought you would take over the transaction, I dont work in retail, what does a retail manager do?". After it was over I asked for his name, NATE, and he asked mine! I was pissed, I told him he had no business asking that I was a customer and that was an obnoxious thing to say. He then SCREAM AT THE TOP OF HIS LUNGS TO "GET OUT OF HIS STORE, HE NEVER WANTED TO SEE MY FACE IN THERE AGAIN" in front of all the people in line, it was silsent except for me saying he was harrassing me and to call the police. No one did, I went to the checkout and had to wait for the manager with all the uncomfortable people in line who saw the whole thing. When the manager came she ushered me outside and I cried and cried, I was humiliated and it was demoralizing and horrific to say the least. She offered canned statements and asked me not to be so loud explaining (she didn't want ME causing a scene ironically) and I even ran into my old neighbor, how embarrassing. She told me an apology from her was the same as a letter to disuade me from wanting a letter, it was pointless with her. So I wrote a letter to corp., made a phone call. Eventually they EMAILED a canned apology and told me to continue taking advantage of the upcoming great deals and seek a manager if I had any problems (which was the problem in the first place). So I was defeated and resent it to the escalated.com address I saw at the bottom, still nothing, then a confirmation with a note - they received it and forwarded it to the store manager and I was in an endless loop of "if you don't receive a reply in 2 days, please resend" for about a month. I then called and the girl talked me out of cancelling my card and I agreed to wait for a district manager to call me, never happened in 2 1/2 weeks. So I called yesterday and the SNOTTIEST girl told me she would do the same but I had to have my reference complaint number - and she was so snotty - I closed my account.

Too bad KOHLS management stinks, they had some great deals.

Oh by the way that is KOHLS in Antelope, CA beware of NATE.

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40 Aidens mommy September 17, 2010 at 12:11 am

Hi im new to the website but ive been reading some of these comments and i work for walgreens. i know sometime coupons are not accepted. please let me know if you have any questions or need a district managers #. i will be glad to help you with that.

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41 cathy December 15, 2010 at 1:45 am

Be aware, you do get more flys with honey,however, even flys would get tired of honey, seems, like we are treated terrible, I have give up on a CVS in Pekin Illinois, I was told it would be resolved, showed the coupon policy, tried again, scolded and told I was not getting a bogo free with a coupon free, told we don't just give away things, because you have a coupon.

Be aware, be patient, be nice, but also sometime, you have to give up to save your sanity, there are great clerks, sometime you have to look harder to find one

I have a scrapbook store, I give away things all the time, my 50 cent stickeres, in the beginnning are some of my most valuable and most loyal customers, some of them now spend the most.

Sometimes clerks need to remember that this might be the only way we get to try new stores, new products and get a few extras, that we can share with college kids, newlyweds, and shelters.

All couponers are not evil,
I'll jump off my soapbox and give someone else a chance,g

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42 KimH September 1, 2011 at 6:59 am

I will absolutely escalate an issue above a manager if its warranted. Usually, once I speak with a manager, I generally dont have any problems.
I dont go into stores with the attitude of IM RIGHT & its MY WAY or the HIWAY. Many couponers do.
Also, building relationships is huge.
If you evoke the energy of being agreeable and easy to deal with, thats what you'll get from others.

I have had some issues, most early on in my couponing life, where I did call corporate. I have the numbers of all the stores I shop at corporate customer service, in my cell phone. I also wont hesitate to say, "well, I'll just resolve this issue with corporate then, I have their number right here." Many times, tunes & attitudes change quickly. If its not resolved right there, I'll go to my car, and most certainly call corporate. Its not an idle threat and I dont play games.

But most of all.. Im never nasty or bitchy, in person or on the phone. Its not worth it.

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43 JenniferH December 15, 2011 at 11:12 am

I've been couponing for over a year now and I've never had any problems. I also have almost two decades of retail management experience, including being a District and Regional Manager. From that experience I can tell you that how you approach a problem completely affects the outcome, and that whatever leeway a manager at any level has is far more likely to be given to a clam, reasonable, polite customer. Stores want to keep good customers and make them happy, but if you choose to be one of those people who loudly create a scene, make threats and generally make the other customers in the store uncomfortable with your behavior, no matter how right you may be, Management would just as soon you leave an never come back. So they aren't going to go out of their way to make you happy. Every buisness open to the public also has the right to tell you to never come back. When something doesn't work the way I expect it to with my coupons I politely explain why I am confused and allow the person who is waiting on me to explain. Frequently, just by talking it through they realize if they happen to have made a mistake. If we can't sort it out, I usually just let it go....is it really the end of the world if I don't get $1.00 off on fabric softener? I've built good realtionships with cashiers in many of the stores I shop in and it is not in my best interest to make a big issue out of a policy hiccup. In the long run, I come out ahead by being respectful and remembering that even the best of us have bad days and make mistakes.
You should also know that in the event that you have a disagreement with a Store Manager and decide to contact their superiors, in most cases the problem will have already been reported and Senior Management will have heard the Store Manager's recounting of the events. The last thing any Manager wants is for their boss to hear about a problem from a customer first. How they choose to remedy the situation will depend both on the Store Manager's history of customer complaints, and the manner in which you speak when you contact them. No Customer should ever be treated poorly, and you should report rude, insensitve and inappropriate behavior when it happens. Managers who receive only a few such complaints against them will soon be out of work, and you will have done a great service to the store and your fellow shoppers. Just remember to keep things in perspective, and always be calm and polite.

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