Customer Serivce??

You must have misunderstood, if you purchased 3 sauve items for 1.25
each that would be a total of 3.75 and you had a coupon for 2.00 off
three items which means you would have to pay 1.75 for the total of
the 3 items as 3.75 minus 2.00 equals 1.75, if you look in the fine
print of these "we will double your coupon" ads, you will see 99% of
the stores will only double up to a 1.00, (ie if you have a .75 coupon
they will only give you 1.00 off.)
I totally understand where you are coming from, I mean a double coupon
to me means double no matter what the coupon amount is. Its the fine
prints that matters though.

I feel your pain with this Kmart. I shopped at this store myself. I
had a complaint that I just sent about them rejecting a Kmart internet
printout coupon. The night shift CS at this store needs a little work.
The people that work during the day are great but when the night shift
comes in that's a different story.

one thing, dont deal with the cashier, they cant handle those
problems, they just scan. and the csm or whoever is just going by the
register receipt, they werent there when it happened.

I hate to tell you this, but customers are NOT always right! That is
something you need to know! Your attitude is horrible! No wonder no
one wanted to help you!

I work in a Bank and customers like yourself are shown the door. Be
thankful KMart didn't do that with you!

It's possible these coupons were marked "Not subject to doubling" or
something to that effect. I've seen it on occasion on manufacturer's
coupons, and I imagine there is nothing the store can do about that.

Has anyone ever found the actual coupon policy for Kmart? I just tried
to utilize triple coupons which ended in mass confusion in Key West,
FL so I gave up and made a road trip to Marathon, also an excuse to
hit my favorite restaurant, and it worked to the extent of about 80%.
I would just like to know the policy and neither store could tell me.
Are you allowed 1 manufacturers coupon and one Kmart coupon per 1 item
as Walgreen's? Are the number of coupons allowed to exceed the number
of items purchased in this case or will I need filler items? Please
reveal the policy! I stock up on items for our local woman's shelter
with these sales.

Looks like Kmart is going to hell right along with Target.

Screw them. You don't need them.

We don't have double coupon days here in Toronto, or at least not that
I have seen. I don't really understand the concept or the reasoning
behind why a store would readily give away items for free.

You are in the right and I do believe that retail is behind on
training their employees to understand coupon usage like supermarkets
do because they aren't used as frequently. I hope they are brought up
to speed and take notice from the letters they receive about coupons.
Good luck with this.

Yes, You are correct in this situation and hope you get some sort of
satisfaction. Coupons, sometimes are difficult to understand and I
think the computer/cash register was the problem.Management could have
handled better. It won't be long before, when shopping at Kmart, they
will owe me money!

so perhaps once the coupon value was a dollar or more it was
excluded?

This is from a press release about their before and after Xmas
values/ads:


To kick off the New Year right, Jan. 4-9, Kmart will help keep more
cash in its customers' pockets by offering even greater savings on
must-have merchandise with its Double Coupon Event. Savvy shoppers can
bring in a manufacturer instant coupon with a face value of up to
$1.00 and Kmart will double the value. Customers can use up to 25
coupons per person, per day. (See store for details.)

My grocery store also doubles, but only to a certain amount. Usually
if a register eliminates something during a promo, there is a reason.
(but, yes, sometimes it is a mistake)

I'd be really frustrated too, but I think in any situation you have to
step back and say, "Hmm, I'm getting really worked up over $4," or
whatever, and then calm down a bit and decide where you want to go
from there. Not only for the benefit of the people you are dealing
with, but for your own sanity!

You also have to decide--if K-Mart can't resolve this issue, is it
still a good value for me to shop there? If not, go somewhere else...
It's up to them to decide if they want to please the customers, but
it's up to you to decide if their efforts are satisfactory to you.

you are completely correct it should have doubled for the $.79. It
wasnt really the cashiers fault its the computer software that does
the doubling for them. Im not sure why it wouldnt have done it. Did
the customer service person look at your reciept and agreed that it
wasnt doubled? if so then they should have done it. did you call the
customer service hotline ? i would recommend doing that because it
should go directly to the store.

I still think this letter is insulting, PFB.

I think there was a problem with the register and it had nothing to do
with the associates themselves.

If she wants a better response, she needs to respect the associates.
It's a two way street, you know.

I think your request is reasonable. Hope you hear back.

I notice in the beginning of your letter you say, "here I am writing
Kmart AGAIN" can I assume you write them often?
I work for a Big K in Illinois, I also work the Customer Service desk.
I am a 55 year old Mother and Grandmother who chose to go back to
work after her children were grown. Let me give you a little insight
into Customer Service. We are the ones who are supposed to take care
of everyone's problems but, try as we might, not every problem has an
answer. Without seeing the actual coupon I could not tell you what I
would have done but, If you would have approached me with the attitude
that my checker was stupid and needed to be retrained, I probably
would not have gone out of my way to be very helpful. Respect works
both ways, just because we are employees of a business you frequent
,you do not have free reign to belittle or disrespect us. We have
rules we have to follow and being loud and aggressive will only make
us follow those rules to the letter. A little kindness goes a long
way. I am working my last week because I cannot stand the way people
treat the employees, like they are second class citizen. Whoever
coined the phrase the customer is always right, was dead wrong. Try
to put yourself in the employees shoes, how would you like people
coming to your job demanding you do something for them that you are
not allowed to do and when you try to explain the rules to them, they
think they are beyond the rules. I have so many examples of what we
go through on a daily basis. Now don't get me wrong, the majority of
the customers are wonderful but, all it takes is that one loud and
aggressive person to turn the entire day around. One example I'll
give you happened this past Christmas Eve, our store stayed open until
10:00 p.m. every other store for miles around us closed by 7:00 p.m.
It was 9:30 p.m., my manager came to help me at the Service Desk, we
were so overwhelmed with customers our cashiers could not keep up so,
besides doing our returns etc, we were also helping to check out
customers, all was going well until a female customer starting yelling
at my manager and becoming very abusive towards her because the lines
were so long. My manager continued to apologize to the woman but, she
kept up with her attitude and abuse, finally I had heard enough. I
understand management with never say what needs to be said so I
stepped in. As I continued to wait on my customer I asked her to
excuse me for a minute from our conversation. I turned to the woman
and said. I'm sorry you waited until the last minute to finish your
Christmas shopping but this is not our fault. I would also like to
remind you that there is not another store for miles around that is
still open. We also have families at home waiting for us and after
this store closes at 10:00 we still have to stay and clean up after
everyone who has left items strewn about the store, so our chances of
getting home before 11:30 this evening are looking mighty grim.
Instead of being so nasty to this cashier (meaning my manager) why
don't you show a little appreciation that she is still out here
working so you can finish your shopping.. With this said, at least 20
other people within earshot starting thanking the manager and telling
her how much they appreciated her. Needless to say, "bigmouth" shut
her mouth and went to the check out lanes.
When you go to a store, any store, please try to remember these
people working are no different than yourself, they have problems,
lives, bills, worries the same as you do. If you try to remain calm,
your problems will be resolved much easier than if you start out by
attacking. How about the next time you have a good experience at
Kmart you take the same amount of time to call or write corporate.
I'm quite sure you have never done that. Try using the Golden Rule -
Do Unto Other etc.

I understand your frustration. I have no idea what K-Mart's policy on
how to handle this situation is.

It's possible the checker is confused about the policy. It's possible
the checker is being a little paranoid about loss prevention. Who
knows. I'm sure a Store Manager (who you apparently didn't contact)
or a DM cam help clear that up for the checker.

I do, however, find your constant suggestions that the checker was
stupid and needs "dumbed-down" information is, well, just plain
offensive. If the tone of the letter is in any way suggestive of how
you dealt with the checker, I understand why they probably dug their
heels in and didn't want to work with you on the issue.

And the customer is not always right. The customer is wrong -- a lot.
Doesn't mean they shouldn't be treated with dignity and respect, but
it also doesn't mean the answer is always yes.