No Commissary Overage!!! Help!

[charlestonmom]

Hello,

I am about to look in the DECA policy, but I just now got home from the commisary and I am P.O'ed!!!!1

I had ordered a case of K-Y for the first time. I also had a couple of other loose ones in the cart. I gave the cashier all of my coupons, (after she told me to go to another register if I had alot, then she just waived me in anyway.) She rang up all of my items and got to the box of K-Y. She said , "What is this??? She rang it up and noticed that it only cost $1.84. She said, I can only give you that much credit. I told her that it was in DeCA policy that she had to give me the overage. She was very rude and just walked off to get the manager. TWENTY minutes later, she came back and said, "SORRY, only $1.84 credit!!!!" She had a piece of paper that she showed me and told me that this was the latest policy. I will type it up in a few minutes, but ....I know, you are thinking that I should have had a copy of the policy with me, but that is the only time I did not have it. WHAT IS THE DEAL??? I just don't understand. All of the store managers were there and all of them said N-O!! I have done it several times before, but this is the first time I have ordered a case. She did not give me ANY overage on anything, including jollytime popcorn, she wrote on the coupon, .99!! I am just so mad right now! I was very mad, and demanded my coupons back, told her that I did not want the K-Y. I just left at that point, b/c I had to (and was late) pick up my son from preschool.

I don't understand - first of all, it is not like the COMMISARY IS LOSING MONEY! The manufacturers reimburse them for the full amount PLUS postage. What is it to them?

2nd, - It is not like I was trying to get everything for free. I had many groceries, more than the savings would have been so it was very clear that I was not trying to get any money back from the store or something.

Please help asap! I am going to look through the policy thread and find someone to call. Then I am going to type up the memo that I made her copy for me and post it here. Any help would be greatly appreciated.

If it is against the rules, to get the overage, then I will have absolutely no problem with that. I do not want to break any rules, scam anyone or steal anything! I am just mad b/c I think I am right, and I have not had any problem before. Plus, the cashier was such a ........ (you know what!) She could not have been any more rude. She said she was just going to have to rescan all of my groceries, AFTER I had been standing there for 25 minutes. I said, "you mean to tell me that you can not just void the last k-y items????" She was so hateful and threw my receipt at me. I am so mad right now. Anyway, please write with any advice, info, opinions, etc....

http://www.hotcouponworld.com/forums/images/smilies/hectic%201.gif

[charlestonmom]

I just contacted DeCA. This is what I posted in the "contact us" link on the commisary link.

Hello,
I am writing with a question. I just visited my local commisary. I had my usual manufacturer coupons. I was purchasing some products with coupons (manufacturer coupons) WORTH MORE THAN THE VALUE OF THE PRODUCT. I have done this a few times before, and have not had any problem. As I have found in DeCA policies, commissaries are supposed to honor the VALUE of the coupon. However, the cashier was extremely rude to me and left me standing at the register for 20 minutes while she went and talked to the manager. She finally returned, and when she did, she told me that she could only give me the VALUE of the PRODUCT, not the VALUE of the COUPON. I usually have a copy of the DeCA policy with me, but of course, the one time I did not, an issue arose. I want to be clear in the fact that I was not trying to get any cash back from my purchases. Additionally, I had much more in groceries than the coupons added up to, hence I was undoubedly going to be paying for my groceries, even after manufacturer coupons. I am not trying to scam anyone, I am not trying to steal anything, I am simply trying to use manufacturer coupons properly in conjunction with my grocery shopping. I am requesting a written explanation of the exact policy, and I am requesting that you contact Charleston AFB commissary with clarification on the coupon policy. I don't know the cashier's name that made me feel like I was trying to get away with murder, but the manager I was in direct dealings with was named ......
Again, I appreciate any advice or direction you could offer me. I want to make sure I am abiding by the correct policies. It is not my wish to break any rules, steal or scam anything. Thank you in advance for your attention to this matter.

Have a great weekend,
Sincerely,
..............
proud Charleston AFB commisary patron

[charlestonmom]

FEB 7 2007

MEMORANDUM FOR REGION DIRECTORS

SUBJECT: DO Policy 07-06 - Coupon Redemption

1. PURPOSE: To provide addtional instruction and guidance on coupon redemption.
2. APPLICABILITY: This policy applies to all commissaries.
3. RESPONSIBILITIES:
a. HQ Performance and Policy, Operations Division, is responsible for providing guidance and assistance on this policy.
b. Region directors are responsible for implementing policy guidance and for supplementing this guidance, as necessary, to carry out this policy.
c. Zone managers and store directors will monitor commissary compliance with this policy.

4. BACKGROUND:
a. This policy changes the current DeCA Directive 40-6, Front-End Department, paragraph 7-5b, page 35, which states, "Allow a patron to get money back if the value of the coupon (or coupons) exceeds the item price plus surcharge."

b. There are numerous occasions when there are disagreements over the applicability or terms and conditions for use of a coupon. DeCA must ensure the terms of the agreement printed on each coupon are followed.

5. POLICY:
a. If a coupon exceeds the cost of an item, the patron will be given credit for only up to the actual cost of the product. In addition, no case will be refunded to the patron for any difference between the cost of the item and the value of the coupon. For example; Item price 70 cents, value of the coupon $1. The coupon will be credited at 70 cents (cost of the item). The patron will not receive a 30 cent refund over the cost of the 70 cent item.

b. Coupons will not be accepted for items not sold in the commissary.

c. If a disagreement arises concerning the applicability or terms and conditions of a coupon, store management should contact HQ Performance and Policy, Operations Division, for clarification.

6. Point of contact for this policy is Ms. Mary DeSantis, 804-734-8975.

Robert E. Hayden
Director, Performance and Policy

[charlestonmom]

The above is the paper that the woman gave me at the commisary. so.......which is the directive??? I have asked DeCA about the policy, so I will post their reply as soon as I get it. Does anyone know what the deal is with the above "directive" and the "updated" version???? Is it your understanding that the one dated in JUNE allows the full value of the coupon???

[EmmysMum]

The AFB Commissary was absolutely WRONG to deny you the overage. The MOST recent directive (dated June 5, 2007) explicitly states that "Valid coupons will be entered at the value stated on the coupon."

In the Directive dated June 5, 2007, the coupon useage and acceptance topic is covered in Chapter 7. Topic 7-4 "Coupon Acceptance Procedures" states in Section N that "Valid coupons will be entered at the value stated on the coupon."

I have an emailed response from Mary K. DeSantis stating that their policy at DeCA is "Valid coupons will be entered at the value stated on the coupon." She then goes on to say that "You should receive the face value of your coupon."

Rest assured, Charlestonmom, that you ARE following the DeCA policies to the letter and that you are entitled to that overage. Assuming that you did send out the letter above, you will receive a response similar to mine, assuring you that you are supposed to get the value stated on the coupon toward your order, whether it's more or less than that items cost.

The cashier was totally out of line, IMO. That should also be addressed.

[EmmysMum]

The above is the paper that the woman gave me at the commisary. so.......which is the directive??? I have asked DeCA about the policy, so I will post their reply as soon as I get it. Does anyone know what the deal is with the above "directive" and the "updated" version???? Is it your understanding that the one dated in JUNE allows the full value of the coupon???

The memo that they showed you and gave you a copy of at the Charleston AFB commissary is the policy that was rescinded by the June 5, 2007 Directive.

That memo is now useless and should have been discarded long ago.

I would make sure to print a copy of the email you will receive from the Commissary website and I would also go so far as to print a copy of Chapter 7 of the June 5, 2007 Directive and carry it with me at all times.

THEY ARE WRONG and YOU ARE RIGHT! They are using outdated information. I would make sure to let DeCA know (through email) that they are using the old Directive (the one you have a copy of from the store themselves) and that they need training on coupons and coupon acceptance at that store.

It's a shame that they are treating you like this. They used to not give me any issues about using coupons and overage (I shopped there frequently around this time last year). I now deal almost exclusively with the NWS Commissary in Goose Creek and am still jumping some hurdles with them and coupon acceptance.:rolleyes24:

Good luck and remember, THEY ARE WRONG HERE not you!

[charlestonmom]

Hello,
Problems at the commissary today with overage......I had ordered a case of K-Y for the first time. I also had a couple of other loose ones in the cart. I gave the cashier all of my coupons, (after she told me to go to another register if I had alot, then she just waived me in anyway.) She rang up all of my items and got to the box of K-Y. She said , "What is this??? She rang it up and noticed that it only cost $1.84. She said, I can only give you that much credit. I told her that it was in DeCA policy that she had to give me the overage. She was very rude and just walked off to get the manager. TWENTY minutes later, she came back and said, "SORRY, only $1.84 credit!!!!" She had a piece of paper that she showed me and told me that this was the latest policy. WHAT IS THE DEAL??? I just don't understand. All of the store managers were there and all of them said N-O!! I have done it several times before, but this is the first time I have ordered a case. She did not give me ANY overage on anything, including jollytime popcorn, she wrote on the coupon, .99!! I was not happy at all, and demanded my coupons back, told her that I did not want the K-Y. I just left at that point, b/c I had to (and was late) pick up my son from preschool.

I don't understand - first of all, it is not like the COMMISARY IS LOSING MONEY! The manufacturers reimburse them for the full amount PLUS postage. What is it to them?

2nd, - It is not like I was trying to get everything for free. I had many groceries, more than the savings would have been so it was very clear that I was not trying to get any money back from the store or something.

If it is against the rules, to get the overage, then I will have absolutely no problem with that. I do not want to break any rules, scam anyone or steal anything! I have not had any problems before. The cashier could not have been any more rude. She said she was just going to have to rescan all of my groceries, AFTER I had been standing there for 25 minutes. I said, "you mean to tell me that you can not just void the last k-y items????" She was so hateful and threw my receipt at me.

I ended up spending $135 on groceries b/c no overage (still saved with other man. q's). So.......in next post I will type up the directive she showed me and told me was the latest policy.


Then I will post the REAL latest policy. There is a link somewhere in another thread, but it would not work for me, so I will just type it again from my printed copy.

I want to get to the bottom of this for myself, and hopefully help other people that have had the same problem, as it seems like there are ALOT!!

[charlestonmom]

FEB 7 2007

MEMORANDUM FOR REGION DIRECTORS

SUBJECT: DO Policy 07-06 - Coupon Redemption

1. PURPOSE: To provide addtional instruction and guidance on coupon redemption.
2. APPLICABILITY: This policy applies to all commissaries.
3. RESPONSIBILITIES:
a. HQ Performance and Policy, Operations Division, is responsible for providing guidance and assistance on this policy.
b. Region directors are responsible for implementing policy guidance and for supplementing this guidance, as necessary, to carry out this policy.
c. Zone managers and store directors will monitor commissary compliance with this policy.

4. BACKGROUND:
a. This policy changes the current DeCA Directive 40-6, Front-End Department, paragraph 7-5b, page 35, which states, "Allow a patron to get money back if the value of the coupon (or coupons) exceeds the item price plus surcharge."

b. There are numerous occasions when there are disagreements over the applicability or terms and conditions for use of a coupon. DeCA must ensure the terms of the agreement printed on each coupon are followed.

5. POLICY:
a. If a coupon exceeds the cost of an item, the patron will be given credit for only up to the actual cost of the product. In addition, no case will be refunded to the patron for any difference between the cost of the item and the value of the coupon. For example; Item price 70 cents, value of the coupon $1. The coupon will be credited at 70 cents (cost of the item). The patron will not receive a 30 cent refund over the cost of the 70 cent item.

b. Coupons will not be accepted for items not sold in the commissary.

c. If a disagreement arises concerning the applicability or terms and conditions of a coupon, store management should contact HQ Performance and Policy, Operations Division, for clarification.

6. Point of contact for this policy is Ms. Mary DeSantis, 804-734-8975.

Robert E. Hayden
Director, Performance and Policy

[charlestonmom]

FEB 7 2007

MEMORANDUM FOR REGION DIRECTORS

SUBJECT: DO Policy 07-06 - Coupon Redemption.........

.................................................. .............................
Point of contact for this policy is Ms. Mary DeSantis, 804-734-8975.

Robert E. Hayden
Director, Performance and Policy

Above is a memorandum dated Feb 7th, 2007. If the store manager breaks this out, LET THEM KNOW THAT THERE IS A MORE RECENT ONE!!----- see next post.

(That is what happened to me, I did not have the updated DeCA policy with me, so she went by the one above - even though she had the updated one on file.)

[mom24stinkers]

:mad20: I had the same issue, luckily the manager (who didn't even know DeCA's policy) approved the coupons. I'm sorry you had to deal with this! Let us know when you get a response! I would also make sure to print out a copy of the email and personally take it to the cashier next time you're at the commissary.

[EmmysMum]

Here are my responses to you from the thread that got moved to Hot Under the Collar:

1:
The memo that they showed you and gave you a copy of at the Charleston AFB commissary is the policy that was rescinded by the June 5, 2007 Directive.

That memo is now useless and should have been discarded long ago.

I would make sure to print a copy of the email you will receive from the Commissary website and I would also go so far as to print a copy of Chapter 7 of the June 5, 2007 Directive and carry it with me at all times.

THEY ARE WRONG and YOU ARE RIGHT! They are using outdated information. I would make sure to let DeCA know (through email) that they are using the old Directive (the one you have a copy of from the store themselves) and that they need training on coupons and coupon acceptance at that store.

It's a shame that they are treating you like this. They used to not give me any issues about using coupons and overage (I shopped there frequently around this time last year). I now deal almost exclusively with the NWS Commissary in Goose Creek and am still jumping some hurdles with them and coupon acceptance.http://www.hotcouponworld.com/forums/images/smilies/ROLL%20EYES%2024.gif

Good luck and remember, THEY ARE WRONG HERE not you!


And 2:
The AFB Commissary was absolutely WRONG to deny you the overage. The MOST recent directive (dated June 5, 2007) explicitly states that "Valid coupons will be entered at the value stated on the coupon."

In the Directive dated June 5, 2007, the coupon useage and acceptance topic is covered in Chapter 7. Topic 7-4 "Coupon Acceptance Procedures" states in Section N that "Valid coupons will be entered at the value stated on the coupon."

I have an emailed response from Mary K. DeSantis stating that their policy at DeCA is "Valid coupons will be entered at the value stated on the coupon." She then goes on to say that "You should receive the face value of your coupon."

Rest assured, Charlestonmom, that you ARE following the DeCA policies to the letter and that you are entitled to that overage. Assuming that you did send out the letter above, you will receive a response similar to mine, assuring you that you are supposed to get the value stated on the coupon toward your order, whether it's more or less than that items cost.

The cashier was totally out of line, IMO. That should also be addressed.

[charlestonmom]

http://www.commissaries.com/inside_deca/publications/directives/DeCAD40_6_JN2007.pdf
This is a long document, but the applicable section regarding acceptance and value of coupons is:

DeCAD 40-6, June 5, 2007 (page 40)


Section 7-4. Coupon Acceptance Procedures----

subsection n. Valid coupons will be entered at the value stated on the coupon.


This is NOT open for interpretation!!! If they still do not want to honor this policy, request that they call:

Headquarters Performance and Policy, Operations Division 804-734-8975
DSN; 687-8975

Additionally, you can email DeCA at customer.comments@deca.mil . Request an explanation of the coupon policy, and request that they educate your local commissary about the issue.

---The confusion surrounding the issue of overage in part stems from the existance of two different policies. The first was released in FEB, 2007, which prohibited overage. However, in JUNE the policy changed and an updated DeCA directive was released that superceded the prior one, allowing overage. The 2 policies cause the confusion in addition to the lack of knowledge and consistancy among cashiers and managers in different stores. It is just not comprehensible to some people that some items are free with coupons, and others actually give you a credit for purchasing them with coupons.

---The manager at my commissary was very adament about her position regarding the overage. When I got home, I looked up the info I posted above, and called her back with the section number. She contacted Operations and then called me back, apologizing for the inconvenience and admitting that I was right. So.....even though the manager may seem unconvincable, know YOU ARE RIGHT AND HE OR SHE IS WRONG. I am not meaning to sound rude about this, but it is important that you stand your ground and get the savings that you earn by collecting and sorting your coupons and researching good deals.

I hope that this info. helps others who have the same problem. Again, remember that you deserve the savings you earn by collecting, sorting, cutting, organizing, and using coupons. Also know that if you don't use the overage the coupon may offer, the store will get it!! The manufacturer makes and provides coupons for a reason, and those of us that choose to use them should not be discriminated against for doing so, correctly.

Good luck:)

[charlestonmom]

What I will probably do instead is (accidentally) end up at her register in line, make sure I get all of the product out of the case, count out each and every single coupon, hand them one by one and get very excited about the savings!!http://www.hotcouponworld.com/forums/images/misc/progress.gif :) then what could she do?? We'll see, keep you posted!

[charlestonmom]

They used to not give me any issues about using coupons and overage (I shopped there frequently around this time last year). I now deal almost exclusively with the NWS Commissary in Goose Creek and am still jumping some hurdles with them and coupon acceptance.:rolleyes24:

Good luck and remember, THEY ARE WRONG HERE not you!

That is interesting that you used to shop there and had the same problem. The funny thing is that I have done it a few times now, and have not had a problem. It was the combination of the very disgruntled (before I even got to her line) cashier and the case. She had apparently never seen that before, and was very skeptical and rude. I take alot of offense to the whole situation, b/c she literally made me feel like I was stealing money out of the cash register!!! And.....I had to spend $135, which is about $85 more dollars than I had planned on spending. It messed my monthly budget up. Oh well, it is over now, hopefully other people will read this and avoid the same situation.

one more quest. Do you have any trouble with overage at the NWS? Do you live closer to there than the AFB?? (I much prefer the AFB comm. to the NWS.)

THANKS!!

[mom24stinkers]

What I will probably do instead is (accidentally) end up at her register in line, make sure I get all of the product out of the case, count out each and every single coupon, hand them one by one and get very excited about the savings!!http://www.hotcouponworld.com/forums/images/misc/progress.gif :) then what could she do?? We'll see, keep you posted!


Hey to really tick her off start handing out KY's and coupons to the people behind you :hysterical:. Then hand out copies of DeCA's coupon policy while saying "in case SHE (nod your head in direction of cashier) sais you can't use the coupon". Or you could offer her the K-Y with "well the last time I was here you weren't very pleasant, I thought maybe if you used some K-Y you'd be in a better mood next time.... "

[charlestonmom]

Below is the email I received back from the commissary after my experience regarding "no overage". I wrote DeCA, called the manager of the local commissary and told her about the June document and the section number. She called me back and very sincerely apologized for the misunderstanding and any inconvenience it may have caused. So.....today I was able to purchase a case (the case I originally ordered) and get the overage......:)

Mrs. .......
Thank you for shopping at the ......... commissary. We value
our customer's comments; they help us provide better customer service.
I apologize for the frustrating shopping experience, and the rudeness of
the cashier. I regret that the last policy letter referencing coupons,
dated February 7, 2007 stated if a coupon exceeded the cost of the item
we were to credit the actual cost of the item. However in reference to
this incident, as of June 12, 2008, we received new guidance. Stating
we are to enter the value of the coupon, to include refunding the
customer the difference. This information has been relayed to all
customer service employees. We apologize for any inconvenience and look
forward to ensuring your next shopping experience is a pleasant one.

Sincerely

................
Store Administrator
................, Commissary
XXX-XXX-XXXX