Policy consistency check

[Chrysalis101]

We have two Krogers in short distance from each other (about 5 miles apart) both have the same prices on everything and both double up to .50.

The one that's closer to me I've had problems redeeming Qs there before. So when I got 2 Kroger cats on Ensure I wanted to make sure that I could use them with my manus. So I went to the customer service and asked them. I showed them that one was a B1G1 cat and one was a $3/1 cat and that I also had a B2G1 manu and a $2/1 manu. I asked if I could just buy 5 and be ok, or if I had to buy 7. The woman at CS said that I could just buy 5. When I got to check out the cashier said no and called over (I assume) the head cashier who told me no. I explained that I'd already oked it with CS and the "head" cashier told me that the CS person was mistaken. So I had them void the whole order and I left.

I went to my other Kroger that is farther away. I repeated the same procedure. I went to the CS desk, showed her all the Qs and asked how many I'd have to buy. She told me 5. Got to the register and was able to check out just fine.

1. the closer Kroger has now lost my business. This is the 3rd time I've talked to CS about a Q before I used it, got approval and then was told no after waiting in their insane lines.
2. Why isn't there more consistency between the two Kroger stores?
3. Should I call the store manager of the closer Kroger? or should I just let it go and get over it?

[jaws1]

If you go again, I'd suggest just taking the items to CS desk and asking if that person has time to check you, maybe even add that there's been confusion before when you got to the register (or just pay for THOSE items at CS and take rest through regular line).
(You might double-check in the WM thread, but I believe you can use those cats at WM also...if it saves you some aggravation!)

[tiffieturtle86]

When it comes to the BOGO type of deals, I've come to find that each store in my area has a different policy: Some allow you to put a MQ on the free one, some don't (not sure what the "corporate" policy is on this, but I *believe* that store managers can override various aspects of the coupon policy, or at least this has been the case for me) which can cause the lack of consistency you saw. For this reason, I make sure I go to the store that will give me the best deal with BOGO deals. I would ask the store manager what his/her policy is when it comes to these kinds of deals at whichever store you end up choosing. Then if this situation ever arises again, you can reference what the manager said and the store employee can confirm if necessary.

As far as whether you should call the closer store... that's completely up to you. Personally? I would call and talk to the store manager; he doesn't know there's an issue if you don't bring it up to him. I would also make sure that I spoke to him in a non-confrontational way so that he didn't completely shut down on you/ignore what "another angry couponer" had to say. There's really nothing he can do about it now except train his employees on what to do when this situation arises in the future, which can cause fewer headaches for you when/if you return in the future.

If you don't want to call the store, call the Kroger Corporate number and explain the situation to them. Have them send you a definitive answer to your question via snail mail, and keep that with you at all times and point out any discrepencies that arise.

I've had the same problem at the CSC. Often times, it seems as if it is manned a cashier or someone to that effect up there, so if I have a question I really need to have an answer to (such as coupon issues), I have learned to politely walk up there and ask for an assistant manager/manager come up. That way, you have the word from the horse's mouth.