How Best to Complain to Kroger Management Regarding Coupon Usage

[delsolnc]

I need some advice...

This evening I grocery shopped at Kroger and upon checkout presented my coupons.

The cashier swiped one coupon and then said my coupons were no good and that I couldn't use them. He could not explain why they were no good so I asked to speak to a manager so they could explain the problem.

After about five minutes the night manager showed up and accused me of photocopying my coupons and committing coupon fraud.

My coupons were all IP coupons printed from coupons.com. I had two of the same type of coupons for some items I was purchasing.

The manager first had a problem that they were printed with black ink instead of color ink. I explained that I printed in B/W to save money on ink.

The manager again acted like they were photocopies and I tried to educate her showing that each coupon had a unique code on it showing that it was not a copy.

The manager then read the coupon noting the part that it said "Limit one coupon per purchase" and said that I could only use one coupon for each purchase. The manager indicated that she interpreted this to mean I could only use one coupon per transaction. I tried to explain the logic of purchase versus transaction but it was useless.

I asked for a copy of Kroger's coupon policy to show me what I was doing wrong in trying to use my coupons but they were unable to provide it.

The manager again tried to tell me I could only use one coupon because if I had got my coupons from the Sunday paper I would only have one coupon for each type of product. I explained that if I bought five papers I would have five coupons but again logic failed her.

I could go on but after at least five minutes of discussion she decided she was going to "do me a favor this one time" by letting me use one of my coupons.

At this point I was so frustrated and upset by being accused of being a criminal we just canceled the entire transaction and left the store.

I think Kroger management needs to understand what is happening at the store level with coupon usage and acceptance.

I would be fine if Kroger would publish their coupon policy but since they do not and cashiers/managers make up refusal rules on the fly there is no way I can shop at Kroger and plan to use coupons. If I cannot use coupons at Kroger I will not shop there.

How do think it would be best to communicate this problem to corporate Kroger?

I'm planning on sending a letter to both the Mid-Atlantic and National offices.

Any other ideas?

Thanks.

[manders13]

i know in Cincinnati Area, with IP's they have the right to refuse them b/c of fraud. All im going to say is good luck. Calling CS is useless because they will tell you it is up to each manager :(

[cintinative]

I had a very similar experience at Meijer's once as far as the "one per purchase equals one per transaction" thing. I just gave up and left without buying anything. Maybe try a different store? You could write Kroger. The problem is, as manders noted, they can deny use of a coupon just because. It sounds like there was a whole lot of ignorance there where coupon usage was concerned. That is unfortunately really hard to overcome IMO.

[clippyclippy]

Wow. They must not see many coupons in that store - that's a high level of ignorance!
How about you talk to the store manager first? If the store manager doesn't have a better grip on coupon usage, then I'd call corporate because that is pretty far out even if you accept the fact that each store is allowed to make their own rules up ..... which is unfortunate, because the "unlimited doubling of coupons up to .50" is therefore pretty meaningless.

[delsolnc]

Thanks guys - I appreciate the suggestions.

[Lady Margaret]

Here's what Kroger has on their website for IPs:
Kroger (http://print.coupons.com/Couponweb/Partners/Kroger/KrogerCouponAcceptance.html)

This part of it is ridiculous, but the rest is good...
We will usually not accept coupons for more than about 75% of a product's value. For example, a $2 off coupon will be acceptable for a product that normally sells for $5 or more, but a $2 off printable coupon for a product that sells for $2.25 is unlikely to be legitimate. If there are exceptions, we are usually provided advance notice by the manufacturer.


After all, Kroger website hosts a Coupons.com coupon printer. Print some of those and take in with the policy and ask to know why they won't accept coupons printed from their very own website. :)

HTH!

[house2010]

I had a similar experience at the Durham NC Kroger. I emailed CS with a complaint and heard back a few weeks later, saying they would contact that store and tell them that they must take IPs. I went back a week or 2 later and they still weren't taking IPs. Haven't been back since! Other Krogers in my area do take them, so I'll go there.

[puakinikini]

I would go talk to the daytime manager - I had this problem with a night manager once at my Fry's and I was able to resolve the issue and have prevented problems for the future. I now have a good relationship with Mark, the overall store manager and have his personal phone number in case I run into issues. I would never use it, but he was really great at addressing issues with coupons with his staff.

[pwetypweas]

I have one Kroger's that will only allow 2 of the same IP period - no matter if they have different codes or not. They've had a lot of issues with coupon fraud so when I go to that store, I just follow their particular policy (note I go to this store the LEAST because it can be a hassle about quantities, etc).

Your best bet is to follow the advice listed, the ignorance level at the Kroger you went to is pretty bad :/

[Rainie1724]

I know this is going to sound crazy, but I am so happy to see that someone else is also having issues with Kroger and coupons.

I normally shop at Giant Eagle, but since we moved I go to Kroger for the convenience.

About a month ago I was buying the Colgate Wisps- they were on "closeout" for 1.19 each. (It was the 4 pack.) Long story short, I was happy to find that the majority of the items had .75/1 peelies, making them free. Looking (and feeling) like an idiot, unaware they had changed their coupon policies I was told I could only use 3 like coupons in a 24 hour period. I had a total of 33. The cashier called the manager and said I could use 6 "as a favor". They wouldn't even let me do seperate transactions. I was so embarassed that I took the rest and actually hid them in the toothpaste aisle. (Not exactly my proudest moment.) I came back after the cashier's shift was over and returned with a friend. We ended up getting them all, doing seperate transactions and even hit a few other Krogers in my area.

Their changes to their coupon policies are a joke. Nothing is in writing and I was even told by the original cashier that they made changes due to the show Extreme Couponing. I tried to smile and explain I wasn't buying a 1,000 cat treats but was told it didn't matter, they were coming down hard on couponers.

I used to love that show but now find myself feeling a bit bitter over it. They basically showed the stores all of our "secrets". While I pride myself on following all the store's rules and regulations when it comes to couponing, I can't help but feel that cashiers like the one I talked about earlier are treating couponers like we're stealing or doing something illegal. It doesn't take a college degree to figure out couponing, there is enough stress with checking out without having to deal with an attitude from the cashier(s).

Whew!!!! That felt so good to get out.

[mom2ollie]

I agree to talk to the store manager. I am sure someone has more of a clue than the nighttime manager you spoke too. I also think your letter writing is a great idea. Kroger really needs to come up with a written and consistent coupon policy (varying by region would be okay just not store to store). Leaving everything up to manager discretion is frustrating for consumers and must also be hard on their staff who have to deal with us frustrated consumers. I doubt that corporate will do anything about this particular incident since it is within the mangers right to limit coupon use as strictly as he wants but maybe if they get word of enough people being upset and confused by these types of things they will get a written policy.

Good Luck!