I had a customer who had a coupon that expired a few months ago so, as the store manager, I explained the CVS corporate coupon policy in which we are unable to accept expired coupons.
Well the customer called good ol' 1-800-shop-cvs and my district manager called me to call the customer and apologize and give them a $25 giftcard for the inconvenience! like WTF! Why issue a policy if you aren't going to back up your employees who only enforce it!
They are probably scared the customer will go on social media like that person did some months ago, complaining about the manager saying the coupon wasn't valid (or something like that) and got the manager fired. I was very unhappy they did that to the manager, customers play games. It would be good for HQ to let you know what to do. Kind of bites they play into the customer anger, just be extra careful, anything that could land on social media they are going to walking on eggs.
Nothing new about this. Just honor the coupon. CVS will not fire you for making an exception on occasion. if asked, your answer: I'm taking care of one of my most loyal customers" If the customer has 5 or 10 expired coupons politely say no! Corporate hourly CS reps don't want anything to be escalated above them. Bad for reviews.
I was in the same boat. I was completely miserable trying to keep up with it all. I decided it wasn’t worth the stress. We strictly enforce one card per person, but more importantly the 1 per shopping trip that many manufacturers say now. I also got rid of all of my sale endcaps and bulk paper. We still do daily quick picks, but only for what fits on the home location. There was a lot of pushback from customers initially, but we staid consistent about it and eventually they stopped complaining. Many of them moved on somewhere else and the few I do have left actually abide by all the rules and read their own coupons. Funny this is after doing this the entire second half of last year. My Margain, sales, and I stock all increased by a good amount. Customer service went down initially but has also started to rebound. We are so much happier now. I feel your pain, I hope you find a solution that works for your team
Damn coupons - I guess I'm in retail and should be happy --- but my store sells about 400 bottles of shampoo a week ( for real )
So on truck I get for real cases of shampoo like 90 that's 540 and about 20 totes of shampoo and hair styling. - overstock runs about 300 give or take- a lot of extra work to keep it stocked.
Maybe your DL should give her $25 out of his pocket. Consistency doesn’t exist and that’s the f---ing problem when it comes to coupons
Customer is always right
My DL doesn't entertain coupon
Complaints . Expired is expired
Yeah, your DL is making a bad move. As soon as that spreads around the customers in your district will call non-stop trying to get stuff
That s---s. My DL would tell us to follow the policy.