Coupon problem at Canadian Tire

[smartnewbie]

This happen about two weeks ago and I have already sent an e-mail to head office about it but haven't receive a response so I"m just wondering what everyone's opinion is on this.

So I was at Canadian Tire about two weeks ago with a "Up to $5 free any SC Johnson" product and in the fine print it clearly states that GST/HST, etc. are included in face value of coupon. I picked out a Toilet Duck cleaner around $2.79. Cashier wasn't sure what to do so went to ask the supervisor/manager. First time she came back, said to me that I can get the product for free but have to pay taxes. I point out the fine print to her and once again she head off to confirm with supervisor. Came back again and said that I still have to pay taxes. So I went with her to see the supervisor who looked over the coupon and again told me that they are obligated to collect taxes. I told him I understand that but the coupon includes taxes in its face value so he can claim it back from the manufacturer. He looked at it again and still did not get it and told me that he has worked there for over 15yrs and they always have to collect taxes and would not give it to me for free. So of course, I took my business elsewhere and had no problem using the coupon.

I'm furiated by the fact that he has worked there for that long and yet does not know how coupons work. Imagine how many people who might have been able to get their products as they should but did not because he does not understand the terminology of the coupons.

I did not specify location or his name to head office but simply recommend that they retrain their staff in coupon terminology but have not heard back from them. Should I pursue further? Has anyone experienced this?

[allboys4]

I sent my mom to CT on the weekend b/c of their Glade sandwich bags for $1.00. The cashier wouldn't let her use the .75 off coupon for the product, b/c it was on sale. How stupid could you be. She didn't argue, I knew she wouldn't but let me tell you I am going there this morning and putting up a fuss. CT already do not like to take coupons, but the still are supposed too. At least mine doesn't! I think you should pursue this further!

[cheapskate101]

this happens to me alot unfortunately

[Christina8717]

Smartnewbie, that is just unheard of, I've been a cashier for 6 years and honestly the only thing you have to do is read the coupon! People just scan over it and don't pay any attention to the fine print. Sometimes you do have to pay tax, other times it's included. It all depends on what the coupon states. If it clearly says taxes are included than we take the GST and PST off along with the coupon value. I can't believe someone who's been there over 15 years in that position doesn't understand.

That is odd allboys4... usually the only time I use a coupon is when a product is on sale!

[coupon crazy]

i went to ct on the weekend and went to the cash with 2 boxes of single magic erasers on sale for $1 each. i also had 2 " $0.50 cents off wub any one magic eraser". the picture on the coupon happens to be of a 2-pack. the cashier says " sorry, this is only good for 2-packs. " i told her that is only a picture and the text says nothing about the package size. so she had to whisper with a supervisor in the corner for several minutes before coming back to say i was allowed to use the coupon but she would have to ring each in separately because it was only one per transaction. i said the coupon states one per purchase and that was what i was doing because i was purchasing 2 with 2 coupons. then she had to point it out for me and said "see, one per purchase." so i said riiiiiight, one per purchase....that is a completely different word than transaction. still didn't get it and made me pay for each one on it's own.

[smartnewbie]

Smartnewbie, that is just unheard of, I've been a cashier for 6 years and honestly the only thing you have to do is read the coupon! People just scan over it and don't pay any attention to the fine print. Sometimes you do have to pay tax, other times it's included. It all depends on what the coupon states. If it clearly says taxes are included than we take the GST and PST off along with the coupon value. I can't believe someone who's been there over 15 years in that position doesn't understand.

That is my point exactly. I"m a nice person and at the time I send the e-mail, I did not want to get anyone in trouble but when I really think about it, I"m doing a dis-service to everyone if I don't tell head office who it was so they can perhaps retrain "him" specifically. Still waiting to hear back from head office and see what they have to say.

[jp37]

I would definitely state the store and the employees name and I would most certainly email them back. I'm tired of stores having poorly trained staff and poor, unfriendly customer service. I find CT to be one of the worst store for knowledgable staff. I can never find anyone to help me. I also think it is terrible that they haven't emailed you back. that just shows you how great their CS is !!!!

Good luck I hope you recieve a response

[courtreporter]

Yes, you should state the store and the managers name, otherwise it will be a never-ending problem. It infuriates me when the employees are not trained properly.

[Steenibambini]

I think someone should write Canadian Tire head office and let them know that potential customers are taking their business elsewhere because of poorly trained, unknowledgeable staff. See what they say.
I personally have stopped shopping at Canadian Tire because they're becoming less and less like a Home Depot (useful) and more floofy (not so useful).

[smartnewbie]

I think someone should write Canadian Tire head office and let them know that potential customers are taking their business elsewhere because of poorly trained, unknowledgeable staff. See what they say.
I personally have stopped shopping at Canadian Tire because they're becoming less and less like a Home Depot (useful) and more floofy (not so useful).

To really get the point across, I think everyone of us should send head office an e-mail. It will definitely be more effectively than one person. I intend to contact them again informing them that I belong to a group online with over 3000 members who share their shopping experiences at different stores and it would be to their best interest to improve their customer service which include train/re-train their staffs on coupon terminologies or they will be losing a lot of businesses.

[RobynCD]

Just a bit of an aside regarding CTs customer service...I was there on the weekend looking for lifejackets for my little dudes. I asked the kid in sporting goods where the children's lifejackets were...he replied, "Duh, right beside the adult lifejackets." So...I went to Walmart instead.

[Coupon_Queen]

Smartnewbie, you shouldn't let it go! Sometimes I pay the tax even though the coupon says its included because there's a huge line up behind me and everyone is giving me bad looks. I wanted to try to use a printable coupon at CT, but I don't think I'll do it now if they give this much trouble for regular ones.

15 years....ha...supervisor is still clueless, I wouldn't brag about that.

[JunkpileJennifer]

Just a bit of an aside regarding CTs customer service...I was there on the weekend looking for lifejackets for my little dudes. I asked the kid in sporting goods where the children's lifejackets were...he replied, "Duh, right beside the adult lifejackets." So...I went to Walmart instead.

If you have a problem with a particular employee though, you shouldn't take it out on the entire business, at least not without complaining to management first about poor customer service. Businesses can't fix problems with staff if no one complains about them (this extends to food at restaurants as well). That said, if you have a really good experience with a cashier, please do take the time to tell our managers too!

[jonamc]

I have never had any problems using coupons of any kind at my local CTC. The cashiers read them over carefully and take them, even if the item is onsale. As an employee of CTC I do know that they have very strict policies on certain coupons and deals (ie. receiving a mailer coupon from another store and trying to use it at a totally different store). Remember that although CTC is a parent company each store is individually owned and therefore has different policies on coupons, etc (this is in regards to how they can re-coup their money from the corporation). Rather than contacting the main CTC head office, you may want to contact the owner of that particular store first and see what he/she says regarding the coupons. You may get greater satisfaction from that than sending a random email to CTC head office.
You may also want to remember that there are people on this site who work at the various stores you post about and we are not all "ill-trained, know nothing" staff. That is all I have to say.

[smartnewbie]

I have never had any problems using coupons of any kind at my local CTC. The cashiers read them over carefully and take them, even if the item is onsale. As an employee of CTC I do know that they have very strict policies on certain coupons and deals (ie. receiving a mailer coupon from another store and trying to use it at a totally different store). Remember that although CTC is a parent company each store is individually owned and therefore has different policies on coupons, etc (this is in regards to how they can re-coup their money from the corporation). Rather than contacting the main CTC head office, you may want to contact the owner of that particular store first and see what he/she says regarding the coupons. You may get greater satisfaction from that than sending a random email to CTC head office.
You may also want to remember that there are people on this site who work at the various stores you post about and we are not all "ill-trained, know nothing" staff. That is all I have to say.

Good suggestion, I'm all for that. But how do I get the contact information of the owner?