Was asked not to shop at Shoppers anymore. Can't handle my Volume
So this last redemption with the kraft BP program rolled around I did four redemptions. I did one redemption at one store and then attended my local store to do three more. I live in a small town and my local store had chocolate bars and other BP items. I went into the store and I picked up enough ritz, chocolate bars and cookies just to replace the points I was using (no coupons) and did three redemptions. I got school supplies, and other food items and a lot of toilet paper. I didn't clear any shelves infact as I was doing my redemption the cosmetics lady came into the aisle where the chocolate bars are and she emptied the shelf into a basket and she informed me that another lady had called and asked her to hold all the chocolate bars for her. I didn't mind as I used gum, ritz and chocolate cookies my kids can't live off Chocolate alone. I only took enough to replace the points I was using. The cosmetics person cleared the shelves not me. I did my redemptions and was very pleased with the customer service and if they were busy I let every other customer go a head of me so I wouldn't hold anyone up. I was very polite and considerate and I asked the supervisor before I did anything.
The bonus redemption days came to and end and I went in and did normal shops nightly went in and bought Pierre water and mio. I did do two more redemptions for four cadbury caramilk chocolate bars as I didn't get any of those due to the Cosmetics lady grabbing all the chocolate bars that night. Another woman came in just as I did my chocolate bars and she did a regular redemption on chocolate alone which was 170.00 worth of bars. I was lucky to get my eight. She then did a redemption of ritz which I watched. She then asked if I wanted to do a redemption of ritz as she would help. I said okay they had more than enough ritz so I did one. As we were ringing through mine the cashier said " I am just a cashier and so who am I to judge what are you going to do with all that ritz". I was kind of thinking its really isn't any of her business.
We both left the store and I went to my van to organize the purchase. I kept the snack bitz but bagged the regular ones and walked back into the store to the cash registers to put half of the ritz that I got into the food bank bin and as I approached the front tills all of he staff and a few customers were standing around the front of the store with a supervisor and they were not saying nice things about the lady and I that had just left. I pretended not to hear them and pushed my cart up to the front and the supervisor was like "shhhh"
I placed the donation in the box and the cashier said "oh thats what I like to see"
I went back to the store on the 13 of sept as they had decided to change the kraft promotion. One I was missing 8000 points from one of my Kraft promotions and two I wanted to do a redemption just for the food bank. My local store was always really good with this. Like one time I could get soup for 9 cents each there was a limit of four and they let me do alot of transactions for the food bank.
I approached the supervisor and I told her of my missing points and she said "Didn't you get enough points? I am not awarding you any points because you got enough." She went on to advise me that I cleared the shelves when I didn't clear any shelves. There cosmetics lady did. "Be happy with the points you got cause I am not awarding you anymore"
I then asked about the food bank and if I could do a redemption on ritz for the food bank. She pointed to the sign of the promo change and I advised her the date was the 14th and today was the 13. She said "you can do four for the food bank" I said your not going to relax on the limit for the food bank. She then said why should you benefit. I advised her that I would not benefit other than replace the points that I spend to get the ritz and everyone would go into the food bank box. She asked why I was putting this on her and said she was going to call the manager so that she didn't have to decide. So I just said forget it, I had been belittled and embarrassed in the front of the store enough. I left the store.
I advised shoppers of my interaction with this employee via there facebook page and I went in for my nightly Perrier water and Mio. While in the store and going through the till I was handed an envelope with my name on it. I had also heard rumors in my small town that I had been quite the topic of discussion in a staff meeting. There were also rumors that I didn't live in the small town which I do and that they had me confused with the other lady with the boxes of chocolate bars. That was not me.
I called the number left by the front store manager and he said " Yes we would like to ask you not to shop at our store anymore as we can not handle the volume that you shop." I was thrown aback. Shocked and hurt as I have always been polite and considerate. I didn't steal, I wasn't rude. He explained some of the stuff to me that the other woman did and I said that was not me. I do live in the small town. This is my store. He advised me that I used to many coupons and I said I only use coupons on 20x points days and special points events.He said well we can't handle it.
I again complained on the facebook page I was so hurt. I was now hearing that people with binders were being targeted in the store and approached and told they can only use so many.
I was now in touch with corporate and they said they were investigating and they came back with this letter to me. They also did award the 8000 I was missing. So should I take the 50 dollars, or write a news paper article cause in my small town this would be news or seek the advice of a lawyer. What do you guys think??
Good morning ;
I am actually out of the office today but wanted to follow up with you regarding your concern. Firstly, I would like to say that it was certainly not our intent to cause you any upset and should the store have mistaken you for another customer I/we sincerely apologize. There are definitely ways to manage difficult situations and it appears that your experience could have been managed more professionally and as such I have discussed with the store their approach with you during your experience and how it could have been managed differently. I have inquired with the Pharmacist/Owner to clarify their policy/procedures for our extreme couponing customers so that we can accommodate everyone. Please see the following;
Customers can use a maximum of 10 coupons per customer per day
Customers can use a maximum of 4 coupons per like item ( e.g. Ice cream. 1 x choc, 1x van, 2x straw = 4 like items )
There is no particular time of day to shop but one cannot come right before closing as they may be refused due to the time it takes to process these coupons. Purchases can be made no later than 9:30 pm at the cash register.
No extreme coupon transaction will be processed at the pharmacy cash registers. All customers will be asked politely to go to the front cashiers.
The coupon policy is posted at all check outs at this location.
As you are a valued customer of Shoppers Drug Mart and in appreciation for your patience as we investigated your concerns and for the opportunity we had to investigate I would like to send you a Shoppers Drug Mart Gift Card in the amount of $50.00 which we hope you will enjoy redeeming on any item at any Shoppers Drug Mart location. If this is to your satisfactory please let me know and please confirm your mailing address with me so that I can send it out as soon as possible. Looking forward to your reply.
Happy Thanksgiving to you and yours,
Shoppers Drugmart.
