Team Members REFUSING to honor company's advertisements? Poor Management
ELIZABETH, NEW JERSEY -- This is a complaint against the Family Dollar Store: #6826. A current coupon circular (with "1/29 Page 1 Instore HSP AB#745 C" printed on the bottom right hand corner)that is valid from Jan. 29-Feb. 5th 2012 lists the following coupon: "Lay's Chips 10-10.5 oz $1.88 EACH with coupon LIMIT 2. Value of coupon cannot be greater than the value of item purchased. Selection varies by store. Limit TWO items per coupon visit."
I attempted to use this coupon as I purchased TWO bags of Lay's Potato Chips, currently sold at $3.50 a piece, on Tuesday evening, January 31st 2012. The cashier -named Carlos- only scanned the coupon once, and the computer deducted $1.88 from my purchase. I told Carlos that the coupon was good for TWO bags at $1.88 EACH, but he did not understand what I meant, as he told me that the discount was only good for ONE bag. I repeated myself and showed him the coupon again for clarity; Carlos did not understand, so he called upon the night manager -Raul Rodriguez- for assistance. After Carlos and I both explained what the issue was, Raul insisted that the coupon was only good for ONE bag. I asked Raul to read the coupon, so he would understand exactly what was printed. Raul then told me that Carlos was correct, because "they" had to go by what the 'computer' said. I told Raul that as a company employee -especially as a manager- he has to abide by Family Dollar's advertisement, which states â$1.88 EACH with coupon, LIMIT 2â, and I suggested that he override the computer (as surely he has done before, being a âmanagerâ and all) and deduct the coupon cost once more. Raul kept insisting that I was wrong, when clearly I was not. I have a feeling that Raul did not fully comprehend what the coupon stated, because he brushed me off as if I was trying to pull a fast one over he and Carlos. I asked Raul to do the math in his head, and he walked away (to tend to other customers), and told me that I would have to come back tomorrow morning to speak to the day manager.
Now, the price is so minute that it is really not worth having a fit over, but I am concerned about the principle of this matter. I did not like the way that Raul brushed me off, as if I could not read and comprehend English (the coupon was also printed in Spanish). I was offended that he would suggest that I come back "tomorrow morning", to have the matter settled by a different manager; I knew that he could solve the problem for me at that moment, but he chose not to. At this point I am laughing. I explain that I am not stupid, and I am not trying to cause problems over $3.24 in discounts, but I am surprised that they will ignore a store's printed coupon because of a simple computer error that could be OVERRIDDEN. I used to work in retail, and I was a manager once upon a time. I told Carlos and Raul that all they had to do was to stop and 'think'; I suggested that we all should use our brains, do the math in our heads, see what we come up with, THEN figure out how to honor the COMPANY'S PRINTED coupons, by way of an override. Carlos said he could not perform an override, that only a manager could, but remember, Raul would not do this for me. Then something miraculous happened; Carlos decided to pick up another store circular and scan the coupon from it! So Carlos finally âthoughtâ about this âproblemâ and gave me my rightful discount...something that the night manager Raul refused to do.
I would like an address for Family Dollarâs Customer Service Department, because I would like to forward my complaint, along with a copy of my receipt AND the copy of the circular that was offering this discount. I would like for someone in management to see what Family Dollar advertised, and I would especially like to know why Family Dollarâs employees are choosing NOT to honor the companyâs printed advertisements, which are CLEARLY stated in both English AND Espanol. Or, if I am incorrect, someone could point it out for me. But IF I AM correct, which I believe that I am, I would suggest that someone - a REAL manager perhaps- retrain the employees on their basic math skills, and how to honor company printed coupons.