Publix coupon policy with overage - Lost as can be.

[johnfdeluca]

I guess I see both sides.

On the one hand, I understand the desire for Publix to allow a good deal of flexibility in their policy so as to be very accommodating to couponers unless they feel they are being taken advantage of. Such a decentralized policy approach allows each store to work within a couple basic principles set by corporate (like use of 1 MQ and 1 SC per item) but then have a gread deal of lattitude on other things (like overages, competitors).

But then I see that the lack of consistency between stores and even within a single store cause angst and embarrass their couponers and creates confusion and dissatisfaction.

Personally, I think it would not be too hard to outline the majority of the nuances of couponing in an (albeit long) coupon policy. At least then, we (customers and Publix staff alike) would not have to use our judgement on what is permitted....it would be docmented. But I suspect if such a policy was documented, it would likely end up being the most restrictive....and there would be the cases where store managers could allow exceptions...which wouldn't be too far from the current inconsistencyof where we are now. But at least knowing all the "official" rules would be better than now. Imagine going somewhere where the laws are not documented but left up to each enforcer? So no speed limit signs....but if a cop felt you were driving too fast, then you got a ticket....wouldn't that suck?

So in the absence of official documented consistent policy, I just try to find a Publix where I can befriend the front end staff and try to understand from them what their policies are and assure them I will always strive to stay within the policies while always trying to maximize my savings. Luckily, I think I have this sort of relationship with one Publix but Walgreens, CVS and RA are still a challenge.

[Mom2Natalya]

So in the absence of official documented consistent policy, I just try to find a Publix where I can befriend the front end staff and try to understand from them what their policies are and assure them I will always strive to stay within the policies while always trying to maximize my savings. Luckily, I think I have this sort of relationship with one Publix but Walgreens, CVS and RA are still a challenge.

I'm with you 100%. I am very lucky to have a store that I have made friends with the Store Manager and spoken with at length regarding coupons. I have several favorite cashiers and managers and they know me and know I do not take advantage of them and don't bat an eye at my coupon stack.
I also have a Wags that knows me and my crazy coupon habits and allows me all kinds of crazy things.

It makes things SO much easier!!

[luvmykitten]

You guys will never get an official policy. I'm not trying to sound degrading, but I wish you all would sit in the seat of the Customer Service Retail Business Unit for just a day. You guys would be blown away. Think about how difficult it is to communicate to 200,000 associates and 1000+ stores? It is NOT easy to develop corporate-wide policies, it is near impossible. And Publix needs to consider the ramifications of their decisions. If they blatantly say you can't do x,y and z. One customer may have a situation that is kind of like x, but more like y, etc. It is just near impossible. This whole couponing thing has gotten way out of hand. So many ethical/moral/legal situations come into play. I mean, think of this situation:

Customer has 20 BOGO items, $2 each. Total before coupons is $20, right? Ok. Now the customer has a $1 off manufacturer and $1 off competitor for EACH one. Moreover, they want to use a $5 off $20 because the coupon doesn't say "after coupons". Do you guys think that is right? The company sees stuff like this all day long. Maybe if these people weren't ripping the company off, the rest of you would have easier lives with your couponing. Or those asinine B1G2 meat coupons. Customer has 3 $15 meat products, gets 2 free and then wants to use a $5 off coupon. Where does it stop? How much money can the company eat?

I understand the need for flexibility and I think that is wise to give the managers some wiggle room. I think most of our fustration is that it's not consistent. One day I will get an overage and another day the cashier marks it down.
As far as what the company eats, the comeptitor coupons are a way to bring in revenue. Accepting competitor coupons is not an act of charity. They can always stop the policy.

[Kairi]

Its so bad that happened to you sharimomo, though I think mostly those things happen depending on the manager and the cashier. On the year that I've worked there I have never lowered a coupon, well that's just how my store works I guess, we take all coupons, and If at the end of the day I have to give you money back..I will because that is how they trained me at my store. When we do our training they tell us coupons = real money . So If you don't give the money back you will be over on your till, obviously. Some managers and cashiers will be glad to help u and take ANY coupon, and other are just rude.

[johnfdeluca]

On the whole, I find Publix to be the most customer-focused supermarket in my experience. The staff seem genuinely happy, professional and helpful. Of course, every business will have customer sat issues....but in the few bad experiences I've had, Publix has made a sincere effort to make it right. I know I can be a tough customer, have high expectations, and am quick to give feedback (both positive and negative). I think if you've had a bad experience, you should speak up....first at the store with the supervisor on duty.....if still unresolved, in letter form to the store manager.....if still unresolved with coprorate and in some cases, engage your local consumer advocate (such as CBS News Clark Howard here in Atlanta). In the few bad experiences, I've never had to take it past the store manager but I realize that not all managers are alike.

I have many shopping choices (Wal-Mart, SuperTarget, Kroger, Publix, Whole Foods, Super H-Mart) but shop mostly at Publix because of the above and because they have awesome deals.

[nanpete]

actually, I think John said it best, there's only the basic corporate policy of combining store & manu q's.

I've posted this before; one reason I've been told Publix doesn't have a q policy is because they give their store mgrs the sole responsibility for the success of their store in many areas, including profit. I don't know this as fact, but I would not be surprised if there is a bonus for the store mgr tied directly to profit for each individual store. Hence why your stores 5 miles apart can have such differing q policies (lucky you, I have 1 store). I've also been told that coupon redemption funds go to corporate, not the store, but this fact has not been verified by any upper management. Seems credit for a store's q's could easily be credited to each stores P&L.

John, Publix is an excellent example of good CS, I'm ever amazed at their level in today's marketplace.

One thing I would say, ask your CS desk sometime for the number to the district mgr's voice mail. Since I consider my STORE mgr a little coupon unfriendly, I keep this number in my cell - but I've only called twice in one year, and I make sure I have my argument solid (for a non-lawyer!) and I don't give up until I know my point has been throughly understood. If I had more than one store I would probably never call.

the 'coupon police' could possibly come down on a store for altering down a q and then getting full redemption. maybe someone out there knows just how much trouble they would get in? keep in mind the next time your q is marked down, publix & kroger's q processor scans q's, there's not a person sitting there looking at them all to see if they've been modified. also if the printing is off and the bar code won't scan, publix & kroger can get more than $.08 for the handling...

Surely you are kidding??? It is the store company [corporate] that makes their rules - nobody forces them to accept coupons in the first place, offer to double said coupons, or accept a manu c/o along with a store coupon. It is the company that writes the coupon policy - all with the intent of bringing in the buying and paying customer, certainly not for the goodness of their hearts or because they feel sorry for us poor mortals trying to make ends meet. If their marketing/advertising department sucks or can't think through the loopholes they create for unsavy coupon users, why does everybody else have to suffer for it?

If the company were to device one hard and fast rule that is the same from store to store [or at least regional area to regional area] and communicates that policy to the shopper as well, it would cut down loads of embarrassing, harassing and humiliating episodes for shoppers, cashiers and management alike. It is because there is no such written policy everybody is expected to adhere to, and because management and by extension the cashiers are not properly trained to that non-exisiting policy, that we even have these problems with shopping and the current discussions.

[Lmnde]

It's funny that you bring up this quote, as I meant to come back this morning to post about my shopping experience at Publix last night. Please don't get me wrong on this - I thoroughly enjoy shopping at Publix and the one I use will scrutinize coupons but is overall speaking very coupon friendly. I go out of my way to get there [it is the closest one to me about 50-55 odd miles roundtrip], but shopping could be so much less complicated [and time consuming] if everybody were on the same bottom line.

I had 2 transactions - both just over $40 ea before coupons and sales promos, and ended up paying $2.56 or so total for both, which was lower than I had planned for [my math was a bit off and I forgot the milks again, it's been late and I was in a hurry to get done to pick up my son] as I try to avoid walking out with a shopping cart full of things and extremely low OOP.

I had a cashier that I had had previously and that is very thorough with checking coupons [fine with me, as I don't play hanky panky with c/o's or try to get one over], halfway through the first transaction an asst. store manager happened to walk by, noticed my coupon binder [it's BIG], and decided to stay and watch. Both the cashier and the CS girl went uptight just by his presence, and I saw anxious looks exchanged. So as we go through the transaction, he starts correcting each coupon how it is scanned - no overage, needs to adjust the price of the coupon etc and basically countermanding every slight overage coupon [of which I had bunches yesterday] that the CS gal had already approved at full price. Curiously - he made them modify the manufacturer coupons instead of adjusting the store coupon - but I guess it doesn't matter as they get full credit for the coupon one way or the other...

Both of the ladies getting more and more tense about this, and we finish the first transaction. Same on #2 - I started taking advantage of having a manager standing by and grilled him on his store policy [and also distracting him so the ladies could finish the transaction without him holding it up even longer], and he basically indicated that there isn't one [other than double coupons, store + manu coupons combined, no overage given] - which was fine with me as I don't look for overage [but not complaining if some is given either, LOL]. HOWEVER - all along as he is telling me this, I see the CS and the cashier's body language - - - exchanging looks, pursed lips, slight head shakes - which all tells me that this is not so all the time in the store - and I have had plenty shopping trips there in the past with overage given and applied to the remainder of the purchases as long as it doesn't turn negative.

Anyway - while I had a pleasant shopping experience w/out any stress or difficulties [other than taking twice as long as it should have been due to his need to override everything], it is obviously clear that even in the same store the rules change from shift to shift, or day to day, all depending on which manager has the floor. It must be extremely upsetting for the employees, not knowing which way the wind blows - by the hour. When he finally left and moved on, I could see sighs of relief, tight shoulders lowering and faces and bodies relaxing - so while he was extremely pleasant to me during the time he was standing by, it also was appearant that he is hard to work for - I feel for the guys and gals working there...

If there is anything I have learned about this last trip [most successful from a coupon shoppers point of view], it's how much anxiety using coupons creates for the cashiers - I think I'll be much more easy to deal with from now on when it comes to making my point - this was a nice cashier that I had used repeatedly, there was no problem with any of the coupons, and yet - she was as uptight as a steel cable while the manager was correcting and criticizing everything she had been taught previously as far as handling coupons.

It definitely is a tight rope balancing act shopping at Publix when you use coupons, so for me in the future - I think I will try a more relaxed approach as I have no desire to get a cashier all anxious and upset about coupon useage. I still feel bad for her today - and she didn't do anything wrong at all!!!

[nanpete]

I've had one coupon reduced from $1 to $.99 and that was at Publix; I made a promise to myself that I won't start a complaint process unless it happens again. I know who did it and I've had to start a complaint process on this person about something else. I avoid them if they're checking.

[pilesoflaundry]

My store stopped accepting any competitors. :(. The pharmacy won't take them either. Oh well kroger will get my scripts from now on or cvs sometimes. I loved filling scripts at publix and getting gift cards.

We live in an area with multiple competitors so they were losing too much money I suppose. The cashier thinks they still take kroger coupons but she wasn't sure. She was certain no target, bjs or food lion. I didn't have time to ask the manager but will next time. I will miss the Bjs for sure!