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Walgreens: Coupon FAQ’s From Customer Service

by Tara Kuczykowski on December 21, 2009 · 96 comments

I'm really excited to be able to share this with all of you. Mercedes from Common Sense With Money just passed along some really key Walgreens information that she received via one of her readers that contacted customer service.

I've tried many times in the past to obtain some sort of corporate coupon policy for Walgreens, but my emails have gone unanswered, so this seems to be about as good as it's going to get. It sure would be nice if Walgreens would take ownership of their coupon policy and provide us with a solid document detailing their policies like Rite Aid did recently.

Anyhow, on to the FAQ's that we do have to work with:

Can a customer use both a Manufacturer's coupon and Walgreens coupon for the same item in a purchase?

  • One Walgreens and one manufacturer coupon can be used for the same item, unless either coupon prohibits such use.
  • Walgreens Roto Ad Coupons, Instant Value Coupons (IVC), and a manufacturer's coupon can be used towards the purchase of any one item. "One coupon per purchase" means one coupon must be tendered for each PIECE sold.

What happens if the Manufacturer coupon's value is more than the retail value?

  • Walgreens does not provide cash back if a coupon is presented for more than the purchase value of the item (e.g., the customer is using the coupon to purchase a clearance item).
  • If the retail of the item is less than the face value of the coupon:
    • the coupon value shall be the retail value if the state requires taxes to be paid on that item,
    • the coupon value shall be the retail value plus taxes if the state does not require taxes to be paid on the item.

Can a customer use a coupon after a sale has been made?

  • All valid coupons must be presented to the cashier at the time of sale only!

If there is no quantity limit on a Walgreens coupon can a manager impose his/her own limit?

  • Yes, managers have the right to limit the quantities of all advertised items.

Does Walgreens price match or accept coupons from other retailers?

  • Walgreens does not price match with other retailer.
  • Walgreens does not accept coupons from other retailers or coupons for products not carried in our stores.
  • Walgreens does not accept expired coupons.

A customer purchased an item using a manufacturer's coupon and wants to return it. At what price do we return the item?

  • If an item purchased with a manufacturer's coupon is returned, the customer will get the retail price of the item. If the customer purchased an item with a Walgreens coupon, the customer receives the price paid.
    • Example 1: If the retail price for an item is $1.49 and the manufacturers coupon was $0.25 off, the refund amount would be $1.49 plus tax.
    • Example 2: If the retail price for an item is $1.49 and the Walgreens coupon was $0.25 off, the refund amount would be $1.24 plus tax.

So hopefully this answers some of those nagging questions that we've all had about using Walgreens coupons. This document indicates that using the in-ad coupons with a manufacturer's coupon is covered by their policy, and we can even redeem an in-ad coupon, IVC coupon, and manufacturer's coupon one a single item in a transaction.

Does this help you understand Walgreens' coupon policies better? If you had the opportunity to share your concerns with Walgreens directly, what do you feel still needs clarification?

{ 96 comments… read them below or add one }

1 Sara December 23, 2009 at 1:42 pm

I have to say, I found myself reading all these comments simply because I work for Walgreens and wanted to know what everyone has to say about it. I'm not suprised in the least bit that everyone is so thoroughly confused about the coupon policy. Sad thing is, I have never been able to fully understand it either. At our store in Iowa, when we're trained on the registers, they never tell us a coupon policy. I've been there for over a year now and STILL don't know exactly what it is. Because like so many of you have said, each store seems to make up it's own rules. I've gone to different stores and they have different rules then our store. Not to stab Walgreens, but I have to agree and say that it's really quite ridiculous.

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2 Tara Kuczykowski December 23, 2009 at 4:59 pm

Esther, unfortunately it's not available on the Walgreens website.

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3 Katherine December 23, 2009 at 9:08 pm

As far as adjusting the price down if your coupon is more than the item price, I've never had my store do that - they always just take the full coupon off as long as I have other items that make up for the difference. Last week I got 4 boxes of Kashi cereal for $1 because I used two $3/1 and two $1.50/1 coupons from Vocalpoint and they were on sale 2/$5.

I always try to go weekday mornings to get my favorite cashier. I thanked her for helping me and told her I know I'm a difficult customer since I usually have so many coupons and do 2 transactions. She said she didn't mind because I always have things in order and my coupons always work. That was definitely nice to hear, since I've also had not so great ones.

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4 Darla December 29, 2009 at 4:46 pm

Two of my local stores refused to take my $1.00/1 Puff's coupon for the $.89 Puff's sale. They said their Loss & Prevention department has instructed them to NOT TAKE THEM. This seems kind of ridiculous.

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5 Tara Kuczykowski December 29, 2009 at 6:49 pm

Did they give a reason why they were instructed not to take them, Darla?

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6 Darla December 29, 2009 at 6:56 pm

One cashier/manager said that they have been receiving emails from their Loss & Prevention Department stating that they can not adjust the coupon down to the price of the item nor can they adjust the item up to the amount of the coupon (making the item free in either case) because it would be "coupon tampering" and/or fraud. Yes, I stood there with a "What?" look on my face and politely questioned it because they've done it many times before but what are you going to do when they REFUSE! (Have them void the item off!) The other store's cashier really wasn't sure why, she just knew she couldn't take it. I called Walgreens' Corporate office and am still waiting on a call back.

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7 Tara Kuczykowski December 29, 2009 at 7:01 pm

According to the info in this email it should have been adjusted down. I'd love to hear what customer service tells you if they reply. Thanks, Darla!

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8 Darla December 29, 2009 at 7:03 pm

Will let you know :)

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9 Darla December 30, 2009 at 5:30 pm

The Manager at the first store I went to yesterday called me back this morning (early!) and said that he would take care of that attempted purchase for me. Okay, that's good. I asked about other similar situations in the future for my readers (he knows me & knows I run a website). He said as long as he has stock on hand he doesn't have a problem with marking the item up to the amount of the coupon so that the item is free but he wouldn't mark the coupon down to the price of the item (Loss & Prevention new rule). He said his major problem is running out of stock [implication was to "couponers" clearing the shelves] then other customers are mad. There was a whole lot more to the conversation but this is the answer to this question. Still sounds a bit subjective but subjectivity seems to be the policy at Walgreens.

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10 Michelle January 24, 2010 at 1:25 am

I had the same situation with the $0.99 cookies that we had not a long time ago... i trued to check out with them but the cashier told me that she can't take it because the coupon is more that the item itself, i went to see the manager and he said to adjust the item to $1 so the $2/2 coupon will work out...

Now i have a question as for BOGO sale with a BOGO coupon. Does any of your store are taking it? I had the same manager tell me that they can't accept the coupon because then they loose money.. but aren't they getting the money back of the coupon?

TIA

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11 j February 19, 2010 at 12:40 am

BOGO sale and BOGO coupon you have to but four items to make that work, you will NEVER get both for free! You in turn get three free and pay full price for the other, you cannot use another coupon for that one b/c it is then doubling up on one item. Also IVC coupons are MANUFATURER coupons put in that book by them not Walgreens.

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12 Michelle D February 19, 2010 at 12:45 am

J - Since then I emailed Wags corporate about that and they gave my info to the store manager (not the one i went to and was told that) so i talk to another manager and this manager said that i should not have any problem using a BOGO on a BOGO deal...needless to say that I have enough razors for now....
Thanks anyway

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13 Darla February 19, 2010 at 12:46 am

Walgreens Customer Service has verified that they WILL accept a Buy One Get One Free coupon on a Buy One Get One Free Sale. It is no different to them if I walk in with cash - I pay for one and get the other for FREE. My coupon means that the manufacturer is paying for the one I would normally pay for with cash. The other one is still FREE... so, yes, they are both FREE to me (except for tax, if it applies). Walgreens gets reimbursed by the manufacturer for the one item that I would've paid for with cash had I not had the BOGO coupon + they get an additional $.08 per coupon.

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14 Janielle March 6, 2010 at 12:08 am

Wow, I am reading all this and am really surprised to hear you all have had luck using a BOGO coupon with a BOGO sale. I went to Walgreen's the other day for their Purex Laundry sale BOGO free. I had a manufacturer coupon for BOGO on the Purex and tried to use it and of course the cashier thought I was robbing the store or her in general and called the Manager over and asked him and he saw the coupon and looked puzzled and told me they can not take it because I am already getting the BOGO sale. Do these Managers and cashiers make up their own rules when it comes to coupons??? They act like it comes out of their pockets!!!

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15 ms. drummer March 8, 2010 at 4:58 am

I had no problems using my BOGO qs on the BOGO purex on Saturday. I had to go to two different stores because the first only had 2 on the shelf. The other store questioned my purchase, but I had my reciept with me, showing her it was/can be done. She rang in the amount and viola!

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16 Elizabeth Bencheck April 26, 2010 at 11:26 am

I had trouble for the first time yesterday with Register Rewards. I bought 2 different transactions of stuff. The first printed out $3 RR. The 2nd was 3 12-pks. of Diet Dr. Pepper that rang up wrong at $5+ per pack when the ad price was 3/$11 and advertised that you would get $3 RR making them 3/$8. A manager forced them to ring up for 3/$11 and I used my last $3 RR towards them. Then the new $3 RR didn't print out. She had me go to the cosmetics counter to try to get me my RR (she ended up giving me $3 cash). There was 15 minutes passing by with all of this. While getting me the $3 she said that "they're trying to make it where you can't use RR toward another sale item that gives you RR. It's not that way all the time, but if you ever have trouble with RR that's what's going on. They're trying to make you pay for the item at sale price and no less if you're going to get new RR back."

I politely listened and thanked her for the tip, but walked out thinking she's totally wrong. The whole problem (I hope) was that her store just didn't have the Diet Dr. Pepper listed correctly as a Pepsi product that matches the ad price or the advertised RR.

Anyone else get told something like this lately, though?

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17 Bonnie April 26, 2010 at 1:56 pm

I have been having more problems lately too, the last being the benedryl deal a couple of weeks ago. Managers in the store told me that the reason my RR didn't print was because I used a previous RR and a coupon on the product. I returned everything "knowing that they were wrong" but didn't feel like arguing. I then got in my car and called corporate. Much to my surprise, they said the same thing, that the policy was that you were not supposed to use a previous RR or a coupon to save more on a RR deal. I asked then why they advertised sometimes that you could save more right next to the deal with Sunday paper coupons in there ads. He said that they were no longer doing that and that as of right now only some deals were not printing the new RR when you used another RR or a coupon. In other words he said that their computers were still working out the kinks since they work with Catalina and that in their ideal world they would no longer print. So something they may accomplish in the future? I don't know, I still thought he was feeding me crap, but it was corporate so I really don't know anymore. I have really been disenheartened with them lately, it's just so complicated. Riteaid seems to be much easier these days. The deals go in waves though, and it might just be there turn. (and the $/$ coupons really help)

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18 Courtney April 26, 2010 at 4:49 pm

i just got off the phone with Walgreens Cust Service.. hopefully i will get an email about coupon policy soon.

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19 Sarah April 26, 2010 at 4:51 pm

Maybe we should ask the company issuing the coupon

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20 Allison April 26, 2010 at 8:59 pm

I've been made to feel like a criminal at 2 of my local Walgreens because they can't ring up the coupons right or else RR's don't print out. I am VERY careful to count my items and double check that I don't use an RR for anything by that manufacturer. One manager came over and voided out my order and rerang it. He went so fast I couldn't tell what he was doing, but he started going through my coupons and telling me that he would use certain ones because they were worth more and handed the others back to me like he was doing me a favor. I needed to use all my Q's to make it a good deal, but the transaction was over before I knew it and I didn't want to return everything again at that point. He even returned a $7 RR to me which then did not work at another Wags! I know I got ripped off, but they think they did. And because the RR's expire in 2 weeks, I find that I have to buy a lot of "filler" that probably nullifies all the deals I got in the first place. I tell you, I am gun-shy about Wags now and that used to be my favorite store. Thanks for letting me vent!

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21 Courtney April 28, 2010 at 2:53 pm

Walgreens manager has told me that they are not supposed to accept internet coupons...well i found printable internet coupons on walgreens.com.. so i have a print out in my purse in case they decided not to take my coupons. Why would they have printable coupons on their site then say they wont accept them?? these are walgreens coupons and the ones from coupons.com !

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22 Courtney April 28, 2010 at 5:42 pm

talked to Walgreens Corp again today and they are supposed to be coming up with a policy.. maybe if enough people call they will get it done faster

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23 Judith Baucom May 16, 2010 at 10:10 pm

I tried using a coupon they printed out for me and a manufacture's coupon and the checker said I couldn't use both. Then I asked about the instant coupon for an off mosquito product they advertised in their flyer saying I could use it right away and she said no it would have to be used on the next trip even though the flyer said instant savings and final cost after instant savings. When I questioned her about it she said that is just put in the flyer to "trick" us. I was so upset I left everything but the diapers I needed.

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24 Claire May 23, 2010 at 2:48 pm

I had a Wag's assistant manager tell me today that "One coupon per purchase" meant you can't use two of the same coupon in one purchase even though you are buying 2 products. I tried to explain to him that every coupon says that, and it just means you have to have enough products. UGH!

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25 Stephanie May 25, 2010 at 11:33 am

Does anyone know if Wags accepts a BOGO coupon & another (for example $1 off) to be used on the "free" item? Many other stores do this, but I was turned down for it at my local Wags. I can't seem to find anything in their policy about it.
Thanks!

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26 Stephanie June 15, 2010 at 11:57 am

I'm feeling a lot better about myself today after reading these comments! There's a Walgreens about every 10 feet here where I live, but I stopped going to the closest one to me because they refused to accept a $1 off coupon for a $.99 item. It obviously gave the cashier great pleasure to tell me that! I couldn't believe that she was so proud of such a foolish policy. I prefer not to shop where I'm made to feel like I'm ripping off the place....so I haven't been back. (I do have a lot of locations to choose from). I'd love to be able to print out an official policy and go back to present her with a copy. THAT would be worth the return trip.

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27 Youngstown Shopper July 15, 2010 at 2:01 am

My internet printed coupons got turned down at wags tonight. I said whoa I use them here all the time. "new policy just started last week:" I gotta find something to buy with the coupons on their site just to see them try to turn me down.. I also tied to buy a 1.99 clearance itme with a $3 coupon and they refused to adjust it! Stinks I wanted those toothbrush refills..

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28 betty July 28, 2010 at 1:31 pm

I tried today to use a manufatured coupon (upc began with "5") date was fine buy at the bottom of the coupon it read " Redeem at Publix"---It didn't say " redeem ONLY at Publix"==Store manager wouldn't accept the coupon--Was he right ????

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29 Lisa August 7, 2010 at 9:13 pm

I went to WAGS today, I'm a longtime hardcore couponer....I was informed that WAGS has implemented a new policy. Below is what was learned:

New policy::: Maximum of 2 transactions per person, per day.

Question: Do you mean 2 transactions with coupons, per day?
Answer: No. 2 transactions per person, total. Its by person.

I asked: If I leave the store and come back 6 hours later, will I get service?
Answer: Not if we remember you were here earlier, no.

Question: I already did 2 transactions (33 items total) - but I forgot my chapstick that was in the bottom of my cart and I need to pay for it.
Answer: I'm sorry, we cannot do a third transaction.

I was more than annoyed.

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30 Tara Kuczykowski August 7, 2010 at 11:17 pm

Wow, that's one of the most ridiculous things I've ever heard! Did you call or email customer service to verify that it's really a policy and not just this store making up their own rules? I can't imagine a company would ever turn away a paying customer because of a two transaction limit.

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31 Val August 7, 2010 at 11:16 pm

So, at my Walgreens (in Grandview, MO) tonight I found the best cashier EVER! She explained to me I can use as many coupons as items I have. She said managers won't do this, and many other cashiers won't, but her view is that the store will get the money back from the manufacturer any ways, so why not? I bought two boxes of Playtex tampons (that were on sale - 2 for $8 and came with $3 RR) and one 9¢ box of pencils. The cashier let me use a $2.50 off two, a $1.50 off one AND a $1 off one coupon (all playtex coupons). So I ended up paying $3 something OOP and got $3 RR back! She had to punch in the third coupon cuz I guess the computer didn't really want to give it to me, but she said she had no problem doing that! You just have to find the right person to check you out and stick with them! I hope she never quits ♥♥♥

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32 Debbie August 10, 2010 at 12:20 pm

I just left walgreens and I made a call to the corporate office. I tried to purchase Pilot Pens that were on sale for 1.99 and I had the store coupon for 1.00 off and a manuf. coupon for 1.00 off. I had other items that I was purchasing as well. Well the coupons would not go through and she said Walgreens no longer takes both coupons. I asked her why because Walgreens has always done that. She said to me " Because cheap people are coming in here and getting things for nothing and its messing up the system." I was furious. I told the manager and called the corporate office. The corporate office said they have no specific coupon policy. Does anyone know if this is a country wide thing are just in Dover, De.?

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33 Julie August 23, 2010 at 1:23 pm

I have a coupon for Buy two Nivea body wash, get one free Mens Nivea body wash. In store advertising says BOGO for the regular body wash, so I picked out two regular body wash and one men's, thinking I would pay for the one regular body wash, get the other body wash free (in store promo) and get the men's body wash free by coupon. Am I wrong in thinking this? They wouldn't accept the coupon saying I already got one free. ???? Then they said if I bought another body wash, they would take my coupon. That didn't make sense to me.

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34 kim October 21, 2010 at 9:17 pm

I was just in my Walgreens this evening and I purchased the 2 boxes of nutri grain bars that were on sale 2/5.00. I had a 1.00 off 2 manufacturers internet coupon and a 3.00 RR. The RR beeped and the cashier said that I had to buy something else to make both coupons work. Has anyone else had that problem? I thought that if you had 2 items and 2 coupons ( RR and Manufacturers) the register would take it. Hmmmm..... New Walgreens trick maybe? Really getting annoyed lately.

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35 Tara Kuczykowski October 21, 2010 at 9:22 pm

Kim, since one coupon you used was for $1/2, it would have attached itself to both boxes of bars because you must buy them both to fulfill the terms of the coupon. So, yes, in this instance you would need to purchase 3 items to use the coupon and an RR.

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36 Jo October 23, 2010 at 5:47 pm

Tara,

I have just read all the Walgreens posts, as i just came home "mad" from a trip to my local wags and was looking for a print off of their coupon policy!
I took 2 $3 off cpns to the cashier with my 2 bottles of nivea for men body wash (on sale for 2/$5.00) so they rang up at 2.50 each but the register would ONLY take the 1 cpn, not both. Long story short, manager came, said they can't adjust cpn down (coupon fraud) and basically just walked away as she didn't have anything more to say to me...they just wouldn't make both cpns work. Well thats just great! I bought 10 cpns and pd almost 50cents each for them, plus postage and have a couple rain checks from my other wag stores. I need advice on how to handle this situation! I read above that what they should do is adjust the price of both items to $3, and then my $3 off cpns should work? I really dislike arguing with them ,and get so tired of meeting cashiers ALL over my town who are not trained or versed in coupon knowledge at all. Safeway here is the worst! What really gets my gall is these companies actually "tout" encourage and promote coupon usage, and then don't know how they work, and worse, think you are "ripping off the store" by getting free, or cheap, items. Gosh, I am tired of fighting, lengthy fruitless conversations, wrong/inaccurate reciepts and excess time spent educating employees at the cash register, or worse yet, customer service. Anybody out there feel me??

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37 Tara Kuczykowski October 23, 2010 at 6:32 pm

I'm sorry you had a rotten trip, Jo. The best thing to do in these situations is to just go home and contact customer service. They seem to be pretty good about getting in touch with the store and educating them on proper coupon procedures.

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38 Jo October 24, 2010 at 12:01 pm

Thanks Tara, by golly I just might do that! Hopefully calling customer service might just work for me, I have never tried it. It seems so "drastic" but, drastic times sometimes call for drastic measures!

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39 Jo October 25, 2010 at 3:25 pm

Tara,
Called customer service today and had a very pleasant, and fruitful conversation. Apparently at the end of August Walgreens implemented a coupon policy, here is the link http://www.walgreens.com/topic/help/generalhelp/coupon_policy_main.jsp?erule=couponpolicy
You can also search "coupon policy" in the search engine off the Walgreens site and find this. This one specifically states that they will adjust the coupon amount down if sale price exceeds cpn limit. It also talks about bogo sales etc.
I didn't know if you were aware of this or not, but thought you might want to update your website on walgreens coupon policies to reflect this new change. (Policy post on website is dated in 2009 I think) FYI.

All the best,
Jo

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40 kim November 1, 2010 at 8:01 pm

I live in olkahoma and i was told that i couldnt use a coupon and recieve the register rewards dollars is this correct they said one or the other but not both is there anything i can print off and take in to the store to show them?

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41 Jenn November 1, 2010 at 10:53 pm

Is Walgreens like Kroger? If mac & cheese is 3/$5 do I have to get get 3 boxes to get the single item price @ $1.67?

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42 Mrs. Bivins November 1, 2010 at 11:24 pm
43 paulina January 30, 2011 at 11:21 am

Need Clarification! Ok, if there is an advertised Register Rewards deal where if you buy $30 worth of some products and get $10 in RR, aren't you allowed to take advantage of that advertised deal at least once? Yes, the Coupon Policy states Managers may limit quantities of all items, but doesn't that mean AFTER you have taken as much as you need to fulfill the deal requirements? I went in to take advantage of this recent deal, trying to buy 7 Maalox (yes, there were other sizes of Maalox still on shelf even with me taking 7). The manager refused to allow me more than 2. I tried to explain that I was only taking enough to take advantage of the deal and that the only way to take advantage of the deal was to buy multiple items. He still refused. Furthermore, he said the coupon ($5/1 any Maalox product) stated I could only use one coupon. Well, I tried to explain what "1 coupon per purchase" meant, but he disagreed. From now on I will have the official policy with me. But, in any case, can someone clarify for me the policy for taking adavantage of these type of RR deals and purchasing multiple items for it? I live in Texas and I think this might arguably violate the Texas Deceptive Trade Practices Act.

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44 paulina January 30, 2011 at 11:31 am

PS- Has this happened to any of you gals out there within the last two years? I need to do some research but I'd love to hold Walgreens accountable to the law if it turns out they have been in violation. Also, if this has happened to you like it did me, can you tell me what state you are from? I'm not sure, but $10 may turn into several hundred under our TDPA law here in Texas. It's VERY Pro-consumer rights!

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45 kelli March 3, 2011 at 2:05 pm

if they dont hasve a coupon policy and the cashier makes up her own rules then im calling corporate to get answers..and trust me I will have the nane of that cashier and the store # so they better have it together if they want their jobs. This lady at walmart said they dont pay overage well a friend of mine received overage from another walmart..I think their policies should alol be the same at all stores! period.

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46 making sauerkraut August 1, 2013 at 1:03 am

Link exchange is nothing else however it is only placing the other person's webpage link on your page at appropriate place and other person will also do similar in favor of you.

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