walgreens problems--long--edited

[marcialynnniemerg]

Just to let you know, the 18 receipts were just some transactions divided up. I was in the store a total 8 times, I think, just several broken up transactions.

Also, thanks for all the different opinions. I do only have one store in town, so I don't want to burn any bridges.

I was stopped by the manager of my one and only local store. He said that I've been coming in too much and that if this continues, he might have to ban me from the store. This is the letter that I wrote today to him. I'd like to mail it out tomorrow or Monday, but I would also like to have constructive opinions about it.

I was surprised yesterday when you stopped to talk to me on Friday, October 30, 2009, and I was unprepared to respond to you. Sometimes I have a hard time thinking on my feet, so I thought I could express my feelings in a letter. I really would like to feel welcome in my local store, and not feel like I am ostracized or looked down upon.

First of all, I would like to say that almost every deal I bought this week was actually a monthly special that has been available all of October. As far as I could tell, all items, except the Trident Layers, have been and still were as of Friday, fully in stock. For the weekly deals, if I looked at my receipts correctly, I bought 4 Poligrip for my mother-in-law, 4 Dulcolax to try myself as well as 1 Beano. I didn’t even get any of the Quaker products as none were available when I wanted to get them.

Also, I try to be very polite and let others go ahead of me. I’ve tried to make it a point to not tie up any lines and have everything ready when it is my turn. This would be one of the reasons I might be in the store longer than other shoppers on any particular day. Also, I like to buy my cold products right before I go home, so I could be in the store a second time a lot of days. I will admit that I was in the store a lot this week as this was the last week of the monthly specials. I did look at my receipts, and, if I counted correctly, I had 18 receipts, but I think 2 had only milk and 2 had pizza and one other item. When I was in Texas recently, I went to one Walgreens, and I had 7 different transactions. No one said a word and thought I did great, and I even bought more than one of the same items but on different receipts.

In addition, I have been very willing to share coupons and deals with other and cashiers. I give many of the cashiers coupons for different items and have been known to give a customer a coupon for an item(s). Specifically, I remember a certain unmarked candy deal where you bought 2 candy bars and got a soda free. After I shared the deal with some of the cashiers, the next day the unmarked candy boxes was all empty.

In regards to the carts/baskets left in the store, I have to say that twice this week I was called back to work because someone was sick. I literally didn’t have time to put anything back, and one time I didn’t even have time to come back in to tell the cashier. I honestly didn’t think anything about the baskets because a couple of times I had to leave and would say I would put this back and be back later to get what I need. I was cheerfully told that there was no problem and that person would keep it so I could buy it when I returned. Thus, I had no idea that I was doing something against your store rules, but I do apologize for leaving the two carts this week as I was called back to work.

As to the issue of rain checks, I would be happy to bring in all the rainchecks that I can find. I find that I very seldom use the rainchecks. They seem to be something that I like to collect but very seldom use. I think I used three rainchecks this month, which doesn’t seem too excessive.

Lastly, have you approached anyone else about limiting their purchases? For example, I have heard several cashiers say, if some item is gone, “Well, some lady came in and bought 6 of “whatever”, so they’re all gone.” I know there are many other people besides myself who like to get in on the deals. There was a lady this week who looked like she had about 6 of the clearance appliances. As far as I know, she was allowed to purchase all of them, no limits set.

In conclusion, I would still like to be able to do buy some of the good deals. I feel like I spend a large amount of money at your store as I buy all my milk, pizza, and other sundry items. Obviously I don’t want to be banned from the store, and I don’t want to feel like a pariah in my local store. I would definitely like to have a good relationship with all the workers and management. I did send a very generic email to corporate headquarters asking about a general situation such as this because I was so upset last night and all day today. I hope this letter helps to explain what I have been doing this week.

[swtchks]

I would tell him I am also sending a copy of that letter to his DM and to the CEO of Walgreens.
Tell him you are planning to ask the CEO if Walgreens isn't in the business to sell products and make money.

If you need that address, let me know

[bunnynugget305]

:BigHand:Very, very well written.:BigHand:

[wendybegley]

It seems though you are apologizing for following there company ads and policys. I dont think you need to say you will return the rainchecks (They gave them to you), They have sold you the items in the past, right. So you dont need to say you will limit your purchases. I would just say that you felt singled out for purchasing items in there ads. They are getting paid back by manf qs. I would just say I will follow your company policy, can you tell me what that is, then check against corporate. I believe he just doesnt understand you are not ripping off the company. Explaining about the carts is fine, apologize for that and say it was emergencys. But other then that. Say you are following policies as set forth by Walgreens. Maybe call corp and explain you are not sure what it is you did wrong to be ostercizied like that, Maybe they can help the manager understand coupon and purchase policy. I think Walgreens would set purchase limits per person and not just per visit if it really bothered them they are big boys.

[marilyna]

I don't think you should write a letter at all. It will just draw more attention to you. I think you should lay low for a while and try to be less conspicuous.

Pointing out that you shopped 18 times last week isn't a good Idea, I don't think. He may not have realized you were in there THAT much. You're just giving him more reason to want you out of the store.

[FunnyFace]

I don't want to sound critical, but the letter is too long. If you must write a letter one paragraph should be enough. I wouldn't explain myself to him or apologize for the way you shop. I would only ask what the policy was.

Honestly, I probably wouldn't contact anyone at this point. I'd just keep shopping to see if he approached me again and then go from there. If he is being unreasonable you can then go to the district manager tell him what the manager said and ask what his, the DM's and Walgreens', policy is. Keep everything short and simple moving up the ladder until a suitable solution is reach.

[couponatormommy]

You would think in todays time he would welcome the business. You are keeping his sales up one dollar at time.

[tdo1690]

I have learned to pick my battles in life. It is terrible that the manager even said anything but do you have other places near by to shop. If so then I would call the District Manager. I wouldnt think too much about it other than that!

[JulieNJavyNavy]

wow! I am so sorry that happened to you. I have to say I am a little shocked at some of the responses you got. (JMO) Have we become so used to lack of customer service that we would just walk away when we were treated unfairly? You shop by the rules and should be treated kindly. I would take it up with corporate.

[castocreations]

I'd write the letter and cc corporate as well. There is NO excuse for his talking to you and threatening to ban you. It's ridiculous!

[mama2kangaandroo]

Is there a history with this manager? This seems bizarre! If I were you, I would be LIVID. The manager treated you **very** poorly and I see nothing here that warrants and explanation or apology on your part. I would be calling the corporate offices first thing Monday morning and filing a complaint.

The store offers deals for their customers; as long as you are following the rules, you should be treated as the valuable customer that you are. This manager behaved unprofessionally and treated you badly, using a threat to try to intimidate you. That is ridiculous.

Whether they should have limits is a whole other conversation. But until they do, and until customers are made aware of the limits and they are applied fairly, it's none of their business if you buy 1 or 5 packs of gum. Same with rainchecks.

I'm so sorry this happened to you.

[blondy]

I agree about the letter being too long... you should not have to apoligize for anything, you are making there store money and he should be grateful that he has a job.. I am a newbee to walgreens and rr's about 2 months and I visit all three stores multiple times a week .. and do multiple transactions for the rr's ( so times 20 or more at one time) and all the managers welcome me... (keep your reciepts in a ziploc bag and pull them out when he complains - you are making them money and that is all there is too it... Call District if you have to...

[Ellec565]

I do not believe that the OP should have to "fly under the radar", or shop elsewhere. The store is there to serve the consumer, the manager is there to ensure the store policies are followed and employees are productive. He is not there to decide how many transactions in the store is "too many". Walgreens has no such policy, he does not get to arbitrarily make one up! Failure to bring to light treatment such as this, simply enforces the mistaken idea that this is correct and acceptable. It is neither! As consumers, (and couponers) it is,IMHO, our obligation to have these issues corrected whenever it is possible to do so.

From what you have described, the manager seems to have an unclear understanding of coupon use and how the store makes money.

I do agree the letter is a tad too apologetic, at least as far as counting the number of times you shop. You should be able to stop in as many times as you like or do multiple transactions, so long as you are willing to step out of line. I had an issue with improperly trained managers last year at WAG's, and I could have stopped going, and missed out on savings my family needs. Instead, I called corporate, explained the issue/concern, and it was corrected (he was re-educated on coupon usage and the positive impact sales have on the store). I have had no further issues and that manager is now a pleasant part of my shopping experience.

It is good that you kept your cool, and are looking at reasonable ways to resolve the situation. I hope this all works out to your satisfaction.

[Mom2Natalya]

I do not believe that the OP should have to "fly under the radar", or shop elsewhere. The store is there to serve the consumer, the manager is there to ensure the store policies are followed and employees are productive. He is not there to decide how many transactions in the store is "too many". Walgreens has no such policy, he does not get to arbitrarily make one up! Failure to bring to light treatment such as this, simply enforces the mistaken idea that this is correct and acceptable. It is neither! As consumers, (and couponers) it is,IMHO, our obligation to have these issues corrected whenever it is possible to do so.

From what you have described, the manager seems to have an unclear understanding of coupon use and how the store makes money.

I do agree the letter is a tad too apologetic, at least as far as counting the number of times you shop. You should be able to stop in as many times as you like or do multiple transactions, so long as you are willing to step out of line. I had an issue with improperly trained managers last year at WAG's, and I could have stopped going, and missed out on savings my family needs. Instead, I called corporate, explained the issue/concern, and it was corrected (he was re-educated on coupon usage and the positive impact sales have on the store). I have had no further issues and that manager is now a pleasant part of my shopping experience.

It is good that you kept your cool, and are looking at reasonable ways to resolve the situation. I hope this all works out to your satisfaction.

ITA with this 100%. You shouldn't apologize for making him money. Without you, he wouldn't have a job.

[joshmamabear]

That was a nice letter, polite in content and tone. I am glad you mentioned that you do not like to burn your bridges. If that is the case, I suggest you talk with the SM first (instead of going straight to corp or the CEO) when you are calm and he/she is in a good mood (don't talk to them when its truck day and everyone is busy). Just give the details you mentioned in your letter EXCEPT for the part where you mentioned you're giving coupons to cashiers and staff. I have read it is a NO-NO for some stores and some managers frown on that so you have to make sure first that it is a welcome gesture in that store OR you might be putting some cashiers in trouble if they are NOT allowed to take any coupon/gifts from customers. I don't think it matters in your case because it does not build your case stronger by doing that but may even be a point against you.

While some object to flying under the radar, it doesn't harm anyone to do so. If we all keep in mind that stores do have the right to limit sale of items, we as customers have the right to choose the store to give our business. Butting heads with management and insisting that they sell to us over their allowed limit is asking for scrutiny in our future shopping trips. Can they check all our coupons and match them with what we're buying? Yes, they can and they will if they want to. If that won't make people uncomfortable, there is no problem. If they feel some kind of resistance, they can always threaten to call corporate to get their way. Its best to weigh carefully if you want to spend your time making calls each time you have issues with the store. It is harder for those with just one store so one must really weigh it carefully before doing some drastic measures. if it was me and I want to keep on doing the deals, I will really weigh my options carefully before I butt heads with management.

M2C.

[warcraftbaby]

I do not believe that the OP should have to "fly under the radar", or shop elsewhere. The store is there to serve the consumer, the manager is there to ensure the store policies are followed and employees are productive. He is not there to decide how many transactions in the store is "too many". Walgreens has no such policy, he does not get to arbitrarily make one up! Failure to bring to light treatment such as this, simply enforces the mistaken idea that this is correct and acceptable. It is neither! As consumers, (and couponers) it is,IMHO, our obligation to have these issues corrected whenever it is possible to do so.

Wags corporate does not have a policy limiting transactions, but they DO leave that up to the manager's discretion. If a manager feels the need to limit a customer they may.

OP I think you have a good attitude about this, I like seeing a positive attitude in these situations and not the "swords a-blazin" attitude that makes the consumer look like an asshat :giggle2: IA about reducing the size of the letter to about a paragraph. Managers are busy people and if he's already a bit miffed I'd be afraid he'd just skim the lengthy letter and not catch what's really important. Possibly narrow it down to the main point, that you like to shop in his store and if you are violating any policies request that he explain them in depth so that you can come to a peaceful resolution. Hopefully this is just a misunderstanding on his part and all will turn out in your favor.

[kawakii]

Please go in and ask for your regional/district managers name and number. It is important you speak to him/her about the situation. I would go in and speak with the manger personally, not send a letter until you've done that, and also put in a call to the regional manager and explain the situation so they are aware of it. If you do decide to send a letter wait and send it to the store and the district/regional manager as you want both to be aware that it has been sent to not only the store manager.

I am sorry you are having this issue, most store managers are all talk. Try to only go in a few times a week right now until it cools down if you can. Sometimes giving them a little break can help as well.

[TerryTerrific]

...

IA about reducing the size of the letter to about a paragraph.

Managers are busy people and if he's already a bit miffed I'd be afraid he'd just skim the lengthy letter and not catch what's really important. Possibly narrow it down to the main point, that you like to shop in his store and if you are violating any policies request that he explain them in depth so that you can come to a peaceful resolution. Hopefully this is just a misunderstanding on his part and all will turn out in your favor.To the OP (Original Poster):.

Constructive comments ...

+

The more effective written communications are one page or less.

Studies have shown that anything over one page in length will lose the reader.

Short-n-sweet and to-the-point (no novels).

Make that written communication so easy to read (lots of white space ) so that the read know exactly where you are coming from and what is a possible win-win situation.

+

Compose your communication using a word processor or as an email.

Email it to yourself, allowing it to ferment for a couple of hours (do something else to clear your head), then reread and / or edit.

+

Terence in Brook Park, o[B]HIo

[dsgent]

I can't believe that happened to you. I wouldn't send him a letter. I'd go right over his head to his boss. In this economy, a manager should know better. He should roll out the red carpet and welcome you and your coupons and your purchase of fillers and the fact that you're paying sales tax which is supporting your state's economy. The manager is the person who needs to apologize -- not you.

[Theresat]

I think the letter is nice, but do not apologize and keep it to a paragraph. Mention you follow the rules, spend a good amount of money in the store, and when you use coupons they are valid and within the expiration date and for the right product. You should not be banned from a store!

[QponClippinQueen]

I'm very up in the air about whether or not to write a letter or go over his head. On one hand I say go ahead and contact corporate and make a complaint and take it all the way up so he gets a lesson in proper customer service as well as coupon usage. On the other hand I understand this being the only store you have and don't want to have to stop going there.

I don't know what to say, but I guess I'd say write the letter (shorten it A LOT) and send it to him as well as his district manager. But also try to fly under the radar for awhile ( I don't mean don't shop there I eman don't go in for 20+ transactions a day). Just go do what you need to with a plan in hand get in and get out.

If he EVER approaches you again about this you should take it a lot further. You don't need to be told you can't shop there cause he's jealous of your deals.