So last week I purchased 6 bags of M&M's on Sunday, got the BOGO but no ecb's. I emailed corporate, getting a reply on Friday that they needed my account number which I sent. She finally gets back to me today saying that I purchased enough to earn $3 in ecb's?! This is the response I sent her, guess I'll see what happens. *shrug*

"Actually, your registers count the free item so I
purchased enough to earn $9 in ECB's. I've spoken to
countless friends across the country who had the same
problem I did at the beginning of the week, but later
in the week the ECB's were printing. I personally
purchased 4 bags (B2G2) on the 19th and earned $6, my
friend purchased 10 (B5G5) that same day and earned
the full $15. This tells me that had your system been
working properly on the 13th I would have earned $9
for my purchase of 6 (B3G3). Additionally, if you had
notified me before Saturday I could have returned
those 6 bags and re-purchased them earning $9 and
reaching my limit of 5 offers per household.

Based on all of this information I am respectfully
requesting that you credit my account for the full $9
in ECB's that I am due.

Thank you,"

Very nice letter! Surely they'll fix it. Keep us updated!

Appearantly it wasn't as clear cut as we thought. Here's the response I got-

"Dear ******:

Thank you for contacting CVS/pharmacy. I am in receipt of your response regarding earned Extra Bucks for your purchase of M&M’s candies.

The sale in question included specific M&M items with very specific item numbers. It is only for these specific M&M products that you would have been eligible to receive Extra Bucks. According to our records, while you did purchase a large quantity of M&M Items, only a limited number of those items were Extra Bucks items.

I do apologize for any inconvenience this may cause you. Please know that we did research the purchase very thoroughly based on the ExtraCare account number that you gave to us.

Again, thank you for contacting CVS/pharmacy. Please contact me if you have any further comments or questions.

Sincerely,
********"

And the reply I just sent-

"Hmmmm.... Then perhaps you could explain why your
in-store display states that $3 in ecb will be earned
with the purchase of "ANY two M&M's 11oz or larger"??
Every package that I purchased was larger than 11oz,
and surely you don't dispute the fact that they were
M&M's, so please explain to me how your company can
interpret "ANY" as "only those with specific item
numbers"? Additionally, several stores had individual
shelf tags showing $3 ecb with purchase of 2 on each
M&M's item within the size range shown which would
indicate that this offer was not limited to the dark
and cherry flavors found in the cardboard display. If
what you state is true, that only certain item numbers
where included in the offer, than at the very least
your company is guilty of false advertising because I
don't see how the word "ANY" can be interpreted any
other way than how I took it.

I do appreciate your assistance, although I absolutely
disagree with your companys stance on this."

And now I wait again.

HUMMMM..............
Hope you get your ECB's!!!!

I had to call twice to get my $3, I hope they give them all to you, if not, I would return them.

Looks like I'll be "eating" the last $3, or returning some of the M&M's. They credited me the initial $3 as mentioned in the first email, and an additional $3 as a "courtesy". This most recent response from them seems to make it clear that they have no intention of honoring their posted offer and crediting me the last $3. (The irony is, the BOGO was still in effect on the 19th so their audit of my account couldn't have been that thorough! ;o)

"Dear *****,

Thank you for contacting the CVS/pharmacy website.

I have done an audit on your ExtraCare account regarding your M&M purchases.

On 4/13 you purchased 3 bags of M&M’s and received 3 bags free. On 4/19 you purchased 4 bags of M&M’s, the buy one get one free promotion was over, however the Extra Buck promotion was still active.

There were a total of 7 bags purchased, which would give you a total of $9.00 Extra Bucks that you were owed. The register printed $6.00 worth of Extra Bucks for the Mar’s Promotion on 4/19 and this coupon was redeemed on 4/25 at 11:24. Both ExtraCare and Customer Relations issued you a $3.00 courtesy coupon, which means we printed you an extra $3.00 as a courtesy. These two coupons printed on 4/25 at store 7735 at 12:22.

We appreciate the time you have taken to share your comments with us. Thank you for shopping with CVS/pharmacy, we look forward to your continued patronage."

Boy they just don't *get it* do they? It was nice of them to add some "courtesy" bucks to your account.... would have been even nicer to get the bucks you were owed though! I'd return the M&M's (unless you have a serious hankering for them )