Customer Service done right...in the end

[kanda]

I went into a drug store about 3 weeks ago to use some coupons to match up to a sale that was going on. The cashier pulled her copy of the flyer and showed me where it said that they don't accept coupons on sale items. Huh? I'd never noticed that before. She also said that others "had tried to get away with the same thing." While I was deciding what to do she just cancelled my order and went onto the next customer in line. I ended up getting 1 of the items at the sale price without using my coupons (was going to buy 6). Needless to say I was pretty let down.

2 weeks ago I decided that it wasn't right. It bothered me to think that I would essentially not be able to shop there anymore. If I can't use my coupons I have no interest in even going in. I decided to write an email and ask for clarification. The 2 email addresses I found on the website were for the CEO and for the Marketing Manager. I wrote what I hope was a factual and non-hysterical account of what happened and I got a response a few hours later. I got an immediate apology and clarification that coupons are indeed allowed on sale/flyer items, as long as they are valid and used properly. I was told that I the cashier was wrong to just cancel my order and serve someone else and that I should have been able to use my coupons.

I was not looking for compensation (which I did get) or to be "right"...I just wanted to use my coupons. The cashier meant no harm....she was young and was clearly (I'm judging her by her words) instructed by someone higher up than her that the steal of a deal should not be allowed.

My point in all this is that if any of you feel like you aren't being treated right then you should speak up. Send an email to someone of authority. I suggest a store manager or higher. Tell the truth (no stretching of it) and don't be rude. No need to throw your patronage in their face....tell them how the situation affected you and tell them what you want out of your email/call. For me, I just wanted clarification (ended up getting a gift card!).

This company would have lost me as a customer but I now know that I can shop there as I always have.

Now, I just have to decide how to best use my coupons and gift card!

[barato]

nice and thanks for sharing. Now we know for sure that we are allowed to use coupons on sale items

[coupon girl]

well handled-awesome -i had awfull service in a restaurant with my work last fall - i was the only one who complained -the manager called me in gave me a 25.00 gift card -i complained on line too

[moefox]

Well said, glad you got things rectified, good job!

[partymom]

wow that is awesome that they did that for you. Hope your next trip is better.

[Kelserweiss]

What store was this?

[coley3]

Glad things got fixed up.

[corbinx]

Did the flyer actually say you couldn't use coupons on sale items?!

[Ciel]

Did the CEO or Marketing Manager convey to you that the store staff got informed of the coupon policy on sale items? I agree with your tips on how to effectively complain about a policy or situation. While you got the reply and a bonus, there is no mention of how things will change at the store level. So the possibility exists that going back to that store will not change the experience *unless* you happen to carry the letter/printout with you and you talk to someone before you shop.