Publix coupon policy with overage - Lost as can be.

[afallison]

This is the email I sent corporate. Chances are I'll never get a response from this, but who know. It regards an overage issue I had this evening. The story is in the letter. Please read and give me any feedback you may have. If you know something I don't please let me know!


"I was in store #00730 on Thursday, April 16, 2009 when I was pleasantly surprised to find boxes of Special K on clearance for $.50. I picked up 10 boxes (while still leaving well over 10 more) and went on with my shopping.

While at checkout, everything rang up just fine. All my coupons were accepted with no issues except for my Kellog's $1 off of any Kellog's cereal manufacture's coupon. The cashier said that since the item was less than what the coupon was worth, she said that it could not be accepted. She was wanting to price adjust the coupon down, but I stated that she couldn't do that because Publix would still get $1 on that coupon, and instead of me getting a $.50 overage, Publix would get it.

I asked to speak with a manager.

The cashier called the manager, Clyde, and he stated that my manufacturers coupon of $1 off of ANY Kellog's cereal was "NOT GOOD ON THIS ITEM". My Manufacturer's coupon for $1 off of any Kellog's cereal was simply not good on a box of Kellog's cereal. THIS IS WRONG!

I know that there is no "official" coupon policy in state for coupon "overages", except for that obviously, the end balance cannot be negative. So the fact that Clyde claimed that there was an "overage policy" was very troublesome.

And please keep in mind that this is a MANUFACTURER'S COUPON - NOT a competitors coupon!!

With that said, my argument is simply this: Kellog's will reimburse Publix for the manufacturer's coupon value, in this case $1, regardless of what the item is sold for. I was actually making Publix $.50 per box, and I was denied.

After a 5 minute battle, and a long line behind me, I simply gave up. I didn't purchase the cereal because I would have felt taken advantage of. I'm a coupon shopper - I buy EVERYTHING with coupons. Even at $.50, it wasn't a good deal considering the coupon option I had taken away because there is obvious miss communication between management and Corporate coupon policies.

My final issue was that the "good kind" of Special K cereal that was on clearance (the berry kind, etc....) was set aside for the employees to purchase. I never had the option to purchase those "special" Special K cereals even though they were $.50 as well.

I felt embarrassed and made a fool of in front of numerous customers because the management at this store did NOT know the correct coupon policy. It's hard enough being a man carrying around a coupon book, but I have to do what I can to support my family.

I, at the very least, wish to be in some way compensated for this. Provide me some incentive for the embarrassment I have received.

Please train management on correct procedures! I shop at this Publix every single day. I may just need a pack of toilet paper or a gallon of milk, but my go to store is Publix. Because to be honest, Shopping was not much of a pleasure this evening."


I plan on calling corporate tomorrow to find out EXACTLY what the policy is, if they have one in place. Thanks everyone!

[TincyJean]

I'd love to hear what you're told by corporate. I had a similar problem with the B1G1 cat food several weeks ago. I bought ten bags of cat food with 10 coupons and expected an overage of $7.50. Instead the cashier adjusted my coupons down. It took her FOREVER to do this and she wasn't particularly happy about it.

I'd like to add that I was doing my weekly shopping that day and spent another $40.

Now, the funny thing is, I DON'T EVEN OWN A CAT! But there is an SPCA within a block of that Publix store and I was donating it to their shelter. When I got to my car and looked at my receipt, only 9 of the Q's had been taken off! I didn't feel like going back into the store and argueing about this, but I should have.

I swear, no good deed goes unpunished! Instead of making money or even breaking even on this deal, I ended up paying about $3. Oh well, the people at the SCPA were VERY thankful for the donation, so that made it all worthwhile. :smile77:

[kethry70]

It is my (limited) understanding that the store has the right to mark the coupon down to face but should mark it as such on the actual coupon. They should, however, be trained to at least do that rather than deny the coupons altogether. The fact that the manager refused to let you use the coupons at all is bogus as is the fact that they had put aside some of the clearanced items specifically just for employees. Though I would question why they would be dumb enough to let you know that- when I worked at Publix, we got first dibs by virtue of being informed/always on-site but no-one would have ever known about it as we were required to buy it immediately.

sorry for the whole ordeal- I hope you get a positive response :)

[thickbluebug]

Great letter! I hope you get an answer. I have left full carts/belts of stuff when I get the we can't take this coupon because you are the getting the item for free, line.
I just go to the next store down the road.
LOL, after I send an email about my publix pleasure.
Then I only go back the bad policy store when there is a bogo or I am hunting coupons.
Sometimes the store changes, but most of the time ....nope

[frugalfreak]

I was told at my Publix a week ago that manufacturer coupons were to be redeemed at face value-even if there is overage as long as the total is not negative. Publix and competitor are up to the store-mine always adjusts the prices down to the amount on these. Hope everyhting works out!

[childofsolitude]

As a Publix cashier, we DO have the right to alter the coupons. .Personally, I don't alter them unless it's a coupon that is for something free. Other than that, I really don't care how much the coupon takes off. However, to refuse to take the coupon is wrong. As for you saying that the employees got the "good" kind of cereal, how do you know this? When items go on clearance, we ask managers beforehand if we can put a couple of things on hold until we have our breaks and they always say yes. How is that any different than if a customer calls and asks for the same thing? We do it for them, they should and will do it for us. I hope you get a response from Publix but I can't say I agree with all of your complaints.

[afallison]

Originally Posted by childofsolitude As a Publix cashier, we DO have the right to alter the coupons. .Personally, I don't alter them unless it's a coupon that is for something free. Other than that, I really don't care how much the coupon takes off. However, to refuse to take the coupon is wrong. As for you saying that the employees got the "good" kind of cereal, how do you know this? When items go on clearance, we ask managers beforehand if we can put a couple of things on hold until we have our breaks and they always say yes. How is that any different than if a customer calls and asks for the same thing? We do it for them, they should and will do it for us. I hope you get a response from Publix but I can't say I agree with all of your complaints.

no you don't - that is illegal. You do NOT have the right to price adjust a coupon, no matter what you think. You have a right to price adjust an item, but not a coupon.

Publix will receive the face value of the coupon, regardless of what it sells the item for.

and i know that they had the "good" kind because they were talking about it. And when this whole checkout fiasco happened, they were teasing about how they only had to paying $.50 and were not complaining, but they had got the berry kind which was sitting in the bagging area of another register.

And you don't think that's kind of wrong? A couple items sure, but all of them - give me a break.

[adaniell]

I bet they will call you if you gave them your phone number. I have received a call from both the district manager and store manager after emailing them. I hope they can resolve this for you.

[pilesoflaundry]

Originally Posted by afallison no you don't - that is illegal. You do NOT have the right to price adjust a coupon, no matter what you think. You have a right to price adjust an item, but not a coupon. Publix will receive the face value of the coupon, regardless of what it sells the item for. and i know that they had the "good" kind because they were talking about it. And when this whole checkout fiasco happened, they were teasing about how they only had to paying $.50 and were not complaining, but they had got the berry kind which was sitting in the bagging area of another register. And you don't think that's kind of wrong? A couple items sure, but all of them - give me a break.

They can adjust publix coupons and publix has no official policy but most stores give overage to keep customers happy. If they were griping at you they were rude but I don't fault them for putting some aside. I get more ticked at target employees that grab all the clearance and hold it in carts in the back until 90%. I've had some flat out tell me something isn't on markdown yet (I was using the scanner) because they would have grabbed it all already if it was.

You shouldn't be embarrassed for using the coupons.

Many stores adjust coupons, they aren't supposed to alter them though. If they do, they risk not being reimbursed because many say "do not alter" on them. Publix does us many favors so while I feel you should have complained, watch the attitude. No one else around here offers overage. They refuse the coupon or they adjust it down. Cvs, walmart, kroger, target all of them give me a hard time for even a penny overage unless it's something that slipped the radar like a target coupon with a manufacturer.

[Gennel]

, at the very least, wish to be in some way compensated for this. Provide me some incentive for the embarrassment I have received.

Please train management on correct procedures! I shop at this Publix every single day. I may just need a pack of toilet paper or a gallon of milk, but my go to store is Publix. Because to be honest, Shopping was not much of a pleasure this evening."

I totally agree with you there. My Publix REFUSES to adjust a coupon.
I don't mind if they adjust it and get the full face value of the coupon as long as it is free for me. But the head cashier was called once to my checkout and asked if they were allowed to adjust a coupon down because I used 1 store Q with 1 MFQ the total was $2.75 and both coupons were a total of $3.00 off. I asked if she could just adjust the last coupon down to .75 cents. The head cashier said NO we cannot do that. " You cannot use coupons that are more than the item price. I know this is not all true but it gets to be humiliating after a few minutes that I am there arguing over adjusting it .25 cents less.... She got so mad and gave me the "I'll do it for you this time but Publix will NOT do this again ever,We're just not suppose to" She said I what I was asking was illegal. I told her NO ...

Now everytime I go to publix she just stares me forever! Rolls the eyes when sees me hand over coupons. Its funny because I shop there only once or twice a week and use about $20 worth of MFQ and store coupons. But the simple fact that I get stuff for free or super cheap ....looks like she's about to have a seizure!


Gennel

Please let us know what corporate has to say about this.