Problems with overage at COMMISSARY? READ THIS...

[charlestonmom]

Recently, I had issues with receiving overage at my local commissary. I did some research and got to the bottom of the issue, so I decided to post this thread to help other people with the same problem.

---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.


---The confusion surrounding the issue of overage at COMMISSARIES 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 However, in JUNE the policy changed and an updated DeCA directive was released that superceded the prior one, allowing overage.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.


http://www.commissaries.com/inside_d...0_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.

[charlestonmom]

Below is an email I sent to DeCA in reference to the bad experience I had at the commissary when I was denied overage in a very rude manner....

Below that is the response I received from my local store manager. It was very nice, and so was she when she called to apologize likewise. She acknowledged the misunderstanding and apologized for the inconvenience. I was very gracious for her kindness, and I have not had any problems since. I greatly appreciate the response from DeCA AND my store.


To a DeCA Representative,

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 ......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 commisary patron



Dear 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

[luvbug07]

I'm glad you got it all worked out. Great research and letter.

[craftytina]

Wow! Didn't know they would even have to refund the amount if your total is in the negative!!

[charlestonmom]

do you think we should make this a sticky??? i think it is a good collection of all the info. regarding overage "policies". ?? several people seem to have the same problem over and over. :)

[Jackee]

Originally Posted by craftytina Wow! Didn't know they would even have to refund the amount if your total is in the negative!!

Technically, they do but I do not promote this. The cashier has to call for a key holding up the line even more. It is enough to get everything for free or a few cents.

[EmmysMum]

Originally Posted by Jackee Technically, they do but I do not promote this. The cashier has to call for a key holding up the line even more. It is enough to get everything for free or a few cents.

I totally agree! Deliberately going into the negative so that they will give you cash back would quickly lead to an end to their overage acceptance. That's abusing the system, IMO.

[craftytina]

Originally Posted by Jackee Technically, they do but I do not promote this. The cashier has to call for a key holding up the line even more. It is enough to get everything for free or a few cents.

I agree, I wouldn't want to get money back and call any attention to myself. I was just stunned that the option was there.

[derketchup]

Originally Posted by EmmysMum I totally agree! Deliberately going into the negative so that they will give you cash back would quickly lead to an end to their overage acceptance. That's abusing the system, IMO.

I agree that I wouldn't do this... but DeCA doesn't think this is abusing the system if the rules in place allow this.

[charlestonmom]

When I originally posted the info., I by no means meant that you could or should try to get money back form a transaction using overage. If my post insinuated that, that is not what I meant. I was just referring to overage in terms of using it towards your other purchases!!! Personally, I do not use overage to make all of my groceries "free". I use overage when I can get it and use other manufacturer coupons too, but I always end up paying, and don't get me wrong, I am not complaining about that one bit!!!! :) I think it is almost abusing the privalege if you use overage all of the time with the intent of paying none. I do view overage as a generous privalege that they have been nice enough to grant us. I appreciate it very much. The ultimate point I was trying to make in posting the info. was to let people know the exact regulations surrounding overage because it seems that it is denied altogether in many cases. I wanted to clarify my original post, and the purpose for which I wrote it:)