Okay, if you don't want to read my drama, then disregard this thread. But I was SO frustrated with a particular smarty-pants manager last night that kept screwing up and basically trying to screw me over, that I wrote a long letter to Kroger CS today. This is how I spent my lunch break! I'll post if I get a reply from them ~ UGH!
But hey, when all is said and done, I am very pleased with my Mega Deal purchases!! 6 free Snuggles and 4 boxes of Surf dirt-cheap!

On Monday, Nov. 2, 2009, at 5:00 p.m., I went to the Kroger at 6652 Youree Drive in Shreveport, LA. I wanted to shop the "Mega Sale" and had several manufacturers' coupons for purchased sale items. I am a "veteran couponer." As I shopped, I place my coupons in my envelope to present at check-out. I am familiar with Kroger's (local) policy of no more than 3 like coupons per transaction to double/triple. I abide by that limit. My first transaction was a small order of just 11 items. I had 3 coupons (Pillsbury $.50/2) and I had purchased 6 of those items. The coupons did not double as they should have. The manager came over and told me, "If the system doesn't double it, I can't do anything about it." I said I disagreed, and that it should double, according to the information I was given at the Benton Road location, where I do a majority of my shopping. He looked at my cart (2nd transaction, large order), and told me that maybe if I wanted to use coupons on that order I should go to the Benton Road location! I told Mr. xxxxx that I had already spent an hour in his store and was ready to check out, but wanted to make sure his computer would honor my coupons and the Kroger policy of doubling. He voided the items and took me to another register.

We re-rang the 11 items, and when he scanned my coupons, they each doubled (as they should have!), and he acted very surprised. I told him there must be a problem with the other register, and he got very defensive. He said he was there to help me, but if I didn't want his help, he could get someone else. I didn't appreciate this response, as I felt it was very passive-agressive, and not at all professional.

My second transaction had a total of 62 items. As he took items from my cart, Mr. xxxxx asked me if I had a coupon for it, and if I did, insisted I give it to him there and then, rather than at the end of the scanning. I complied, and he stood there reading every word of each coupon, counting the items. Now, like I said, I had already spent an hour in the store, organized my purchases and coupons as I went. This was redundant and made me feel as though I was a thief for using coupons in this store!

As he collected my coupons and rang the items, he made a sloppy pile of them out of my sight. I asked for them back, so I could keep them until he was ready for them. He said he was keeping up with them, and again, if I didn't want his help, I was free to ask for another manager. My coupons are like cash to me, allowing me to save money for my family. If a cashier isn't responsible, they will get lost and I won't get the discount applied. At this point, I was beyond disgusted with my experience at this store.

Also, I have several electronic coupons from websites that Kroger is partnered with. These include Grocery Coupons, P&G eSAVER, and Shortcuts.com - FREE Grocery Coupons that link to your grocery card. When those discounts were applied, Mr. xxxxx said, "Oh, look here, you've already made money off us! What does that mean?" I don't know if he was really unfamiliar with the electronic coupons or not, but he should know what they are and how they are applied, and that comment was absolutely rude and uncalled for.

My total before coupons was approximately $130. As he scanned my coupons, the manager AGAIN looked at each one, would scan it, look at the computer screen, shake his head and go on to the next. He had 3 messy piles of my coupons in front of him and I was carefully watching. At one point, he missed a $3.00 Surf detergent coupon. He said I'd already used too many coupons (I bought 4 Surfs, had 4 coupons - $3/1 face value). He acted like he was doing me a favor to allow me to use it. By the end of the whole ordeal, my total out of pocket for that transaction was $49.04. It is a lot of work and organization that goes into being an economical shopper. I utilize savings that are offered to me by the store and the manufacturer. I know that the store is reimbursed for the value of the coupon plus $.08 handling. Kroger is MAKING money, not losing it. I wish Mr. xxxxx and other managers would be made well-aware of their store's coupon policy and in turn train their cashiers. If a change is to be made in the policy, it needs to be well posted throughout the store and in printed advertisements. I feel like if I ask the same question to 10 employees/managers, I will get 10 different answers. It is frustrating.


Mr xxxxx told me at one point during our 45-minute transaction that his store is a "training store and that they are on the up-and-up" so that they can work out any kinks in the area.If this is true, I suggest that several "kinks" be addressed by upper management.


I respectfully request a response to my comments from a district manager and/or Customer Service representative. I spent years in the Customer Service industry and found this experience to be much, much less than desirable!

Sincerely,
~~~~~~~~~

Geaux LSU Tigers!

WOW. I cannot wait to hear the response. I know jennandrob had issues at this store before, with a particular cashier (but not a manager!). PLEASE let us know what happens. AWESOME letter. Very sorry about your experience.

Wow, wow and WOW~ PLEASE post the response when you receive one

Cash back on ALL of your online shopping!



Santa is GREAT!

WOW! I would have been rather irritated at that mgr. myself. Hopefully you'll get a reply and that mgr. will get a Re-training session on how to treat customers.

wow! thats insane. I hope things work out for you. I would have lost it about 10 minutes into mr crabby pants and his excuses. Congrats for the willpower

I'm so sorry that happened to you, it's just plain wrong for them to act that way. Reading nightmares like this make me very thankful that I have coupon friendly stores.
I hope you get a response and an apology.

Let me tell you, I had to remind myself that I KNEW I was right and that it would work out, but I decided this a.m. (after sleeping on it!) to write to Corporate. I've NEVER written a formal complaint before. And I should also tell you that my 8 year old was with me and it was a learning experience for him. When we left, he asked me, "Mom, why were you so nice to that man when he wasn't being nice to you?" It was a valuable teaching moment as a mom to let him know that even if he wasn't using his manners, I was going to use mine. But yes, I'll definitely let y'all know what I hear (I've already gotten the automatic reply that they rec'd my message and would reply asap).

Thanks!!

Geaux LSU Tigers!

Let us know if you get a response!

Searching for the perfect Christmas Gift? I think I may be able to help... www.BlueNostalgia.etsy.com
Handmade. Feminine. Nostalgic.

Good for you- I am tired of being treated like i am doing something wrong too! I have had to write a few letters myself.. It's awful funny how corporate always knows what is right and these "managers" don't! I bet you will get a great response, hopefully he will get reprimanded too and learn his policy and his MANNERS!!

Albertsons and Brookshires Forum Leader

Ladies one thing that really disheartens me is that the managers that give me a hard time at my Krogers when I use alot of coupons will not say a word to me when my husband is with me. Now that is discrimination...just because my husband is the size of a pro football player does not mean they can only be hateful when he isnt there...the big chickens!