Coupon nightmare

Joined: 27 Jan 2008 Posts: 5

Now my daughter is again stuck between "store policy" and managers who want to bend the rules. Store policy is one coupon per customer per day. Manager says that if they "forget" a coupon that she should have one handy in her pocket to scan. About once or twice a month, the chain has a 40% off coupon which can be applied to any regular price of any item, with a short list of exceptions. Of course, practically everyone who knows there might be a coupon out says "oh, I want the 40% off of this item" and the manager encourages her to go ahead and provide the coupon and provide the discount, even on a $300 dollar item.

I could almost make a living buying stuff at 40% off and returning elsewhere without receipt to get a refund minus a restocking fee. A $300 item, at 40% off would cost me only $180, and I'd get 80% of the $300 back from another store (if they stock the item) for a $60 profit and one mile drive down the road. Of course, if the first person in line asks for the 40%, then the rest of the people in line want it too. If management is letting stuff go out the door at 60% of retail all day long, seems like they'll be out of work soon.

My daughter wants to hold the line and at least make them provide the coupon according to chain policy. It makes her look like an idiot to say "you have to have a coupon" and "only one per customer per day" and then have the manager pop in and offer a coupon or two for the customer to use.

Comments?--

No comments in 17 view? Doesn't anyone have some ideas for my daughter about how to handle this situation?

Joined: 05 Jul 2008 Posts: 2

First off to respond to this post... I don't know of any retailer who would give money back on a purchase without a reciept. Exchange...maybe. Depending on what retailer you go to. Even with an exchange, you still can't get money back if the original purchase did not have a reciept. Next off, retailers do not give discounts to customers if they aren't making money on it. The markup on products is unbelieveable.

On the flip side, your daughter should follow the rules of the company and if a manager is bending the rules, something should be said and done about it. There is higher management out there to talk to about this issue...and there is also a no retaliation law if the manager finds out your daughter squeeled. Tell her to be smart about any decisions she makes. Afterall it's her life she has to live and bills of her own she may need to pay. No need in risking her job.

Joined: 03 Jul 2008 Posts: 6

I feel your daughter's pain, but this is a common issue. She will see this throughout her entire career in retail. And someday, she may be on the managerial side of things, so she is learning a lot about what "weak" management looks like to the staff.
As in any corporation, there is a big difference between the authority of those dealing with the customer every moment of the day and the managers who deal with both corporate and customers.
Most managers hold the company line, but there are those that feel the backlash from an unhappy customer will get them in more trouble than a violation of company policy. In many cases.....it will.
Corporations speak policy and cost control measures, but the moment someone complains, they fold like jellyfish and don't back the manager. So many just take the easy way out and cave in before the customer complains.
The best thing your daughter can do with this age old issue is learn to say to herself "They're the boss.....and if they choose to risk their career with that decision, it is their choice. I choose to follow company policy and protect my job." She can also say to the customer that she is sorry, but she is not allowed to make that exception as a cashier and offer to call a supervisor. Then she's not the bad guy or violating a policy. As long as she is always sweet to the customer, she will always be fine because she does not have the authority yet to bend these company policies. Her choice is black and white. It is the manager that has that authority and will ultimately have to deal with the corporate "make this customer happy" letter or the fact that they made a policy exception.

Posted: Fri Jul 11, 2008 5:11 pm Post subject:

This quite common in retail! However, if it is manager approved, please note that she cannot get in trouble for something that her manager informed her to do. Plus, only do it if the "customer asks" and abide by the exceptions rule on the coupon. Besides, it is corporate and the manager who will end up taking the fall if they lose money on this promotion.

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