[MrsPrice47]

I had my fisrt bad experience at Food Lion with coupons. Here is the letter I sent to Corporate:

I am writing to make Corporate aware of a very disheartening checkout experience at Food Lion. All of my items had been scanned. Pretty much every item I'd purchased I had a coupon for. Most of the items were Kraft products of which I'd printed the coupons from Coupons. I handed the cashier, who is a manager, my coupons and immediately, without even looking at the individual coupons said my coupons were counterfeit and he could not take them. I told if that was the case he could void everything off because I was sure my coupons were real. I told him where I got them from. So he took of all my coupons to the office and came back at while later saying none of my coupons were on the list. I'm very aware of that coupon list because a cashier at my local Food Lion showed me the list of circulating counterfeit coupons. He did not apologize but tried to say he wasn't accusing me of using fraudulent coupons and tried to make a joke out of it once he saw how much money I saved. I went on to tell him about the website that I got the coupons from and the big Kraft promotion and another cashier (manager) added her unnecesary comments that "anybody can hack into a system and make coupons." I just ignored her, hoping that she was not insinuating that I had some how hacked into a system. It was quite an embarrassing time especially when other people were behind me in line. I think each Food Lion employee needs to be trained extensively on the coupon policy, now especially since coupons are becoming increasingly popular due to people trying to save money. Also, I think stores need to be made aware are large coupon promotions such as the kraft coupons. Food Lion is the main place where I shop and want to continue give it my business. I do not plan to let one bad apple/experience spoil the whole bunch, but I do feel that this store needs to be in tune with coupons, the store's policy, and and more tactful in the way they address their customers if they do suspect fraud!

Thanks,

S. Price

[TJ_2008]

I'm sorry to hear that you had a bad experience.

I am glad you wrote this letter! Keep us posted!

[blessedgirl]

Very good letter. I hope you get a good response.

[ypatton]

Good luck with this. I have complained in writing in detail three separate times to corporate in the last month regarding customer service issues regarding coupons at store 939 (including once when the cashier advanced the conveyer belt and sucked all my coupons underneath the counter and then claimed I was lying about the number and values of the coupons I had presented!)

Each time you write a complaint letter to corporate, the store is fined and the matter is referred to the store-level for resolution. I have yet to hear from the store manager or anyone at corporate, and I do tire of talking to the CSM!

Incidentally, a different Food Lion store took my kraft ip coupons with no problems. Please keep us posted on how yours turns out!

[Kristina Hughes]

Wow! You have more patience than I do. I don't think I could have kept my mouth shut. To be insulted not once but twice shows just how unprofessional that store is.

[couponmama62]

I'm glad you wrote and told them what happened. Keep us posted on what happens, and I hope you hear something back. I would not have been able to keep my mouth shut either!! And I know from experience how embrassing this can be. I understand their are coupons out there that are fraud, but they should have just said they could not take them, not fasely accuse you of commenting fraud. That is what they have done. If theyhave the list then they should know what coupons to be on the look out for. Sorry this happened to you!!

[Jewelfaerie]

Originally Posted by ypatton

Each time you write a complaint letter to corporate, the store is fined and the matter is referred to the store-level for resolution. I have yet to hear from the store manager or anyone at corporate, and I do tire of talking to the CSM!

Wow, that's awesome! (The fining part). I wonder if other major retailers do that?

[TPorschen]

Sorry to hear about your bad experience. This is a very eloquently stated letter and I hope they take your comments to heart.

[christine2008]

So sorry to hear about your bad experience. I had my worst experience to date at FL last Thursday. I was buying 8 packs of Chinet plates ($2 and of course, I had a $2 q for each pack) and 5 bottles of BBQ sauce ($1 and I had a $1 IP for each). I also bought 2 bottles of Sobe (had an IP BOGO q). After the cashier rang everything up I handed him my q's. He scrutinized them and said he could only take one of the plate q's because the q said one per purchase. We have all heard that and know how to explain it, but he was the worst I have encountered and he was an asst manager to boot! Once we got beyond that point, he told me that the q said one per household and looked at me like Ï've got her on that one." I explained that to him, but he did not want to take all of my q's. Needless to say, there was quite a line forming behind me as her tried to intimidate me into not using my q's (impossiblity). I stood my ground, he checked me out with all of my q's. My total came to $1.78 and then the cashier had to give me my $2.50 cat. That prompted another nasty look and another lecture about how what I had done was not proper use of coupons. I simply told him that he should contact the corporate office, as I was going to do, so that we would both have a complete understanding of proper coupon usage because I did not intend to suffer another abuse of my time while he read my coupons. I called corporate as soon as I got home and explained the situation. I emphasized that I felt that the cashier/manager treated me in a demeaning way and tried to imply that my coupon usage was unethical. She said that I used the coupons properly and apologized. She took my name and addy and started to say goodbye. I asked was she not going to need my transaction information from my receipt so that she could follow up with the local store. She took the info down b/c I was insisting that the manger go through retraining. On Saturday I got a call from the local store manager who apologized profusely and promised it would not happen again. To say the least, he was very irritated with the cashier/manager who had checked me out and said that he would be retraining him personally and to let him know if I ever have another problem again. I think you're right about the store getting fined b/c he made a point of telling me not to hesitate to call him personally. He does not want another beat down from corporate.

[terri3000]

That was great i am glad that they got what the y needed to retrain the cashier/manager.

Also to respond to the one that posted this in the begining i would email corporate or call and tell them and lets see what happens.

Good luck i know foodlion is good about that i understand what you are saying.

[alexasias]

I had the same thing happen to me on Wed. I had my fl coupons and 3 of the chinet coupons. the cashier doesnt even try to ring them up. She just starts to look them over and told me she would be right back. after about 3 mins, i go to the cs booth, because im inthe line directly across from it and say excuse me. without even so much as peeking out, someone says they will be right with me. 3 more mins past (i timed it) and still they dont come out. i hear someone say ill ring her up. i ask to speak to the manager and was told hes on medical leave and has been for 2 months. i ask what the problem is an the csm proceeds to tell me that they have never had a customer come in with multiple coupons for the same item. i am just dumbfounded. then she tells me that they hav to check things because of coupon fraud. i then proceed to tell her what coupon fraud is and let her know thats not the case with my transaction. she then decides to interpret the coupon and tell me i can only use 1 per day, per person, per transaction. i tried very patiently to explain to her the real def of that, to no avail. i told her i would call corp. i called asap and still no response. sorry so long guys. this was a fay,nc store

[alexasias]

she also said that the problem is that people come in with alot of coupons and then end up paying like 10 cents for their stuff. i told her that the man want people to save money and if u wait until its on sale, you maximize your savings. she wasnt having it. i took my coupons and left everything on the counter

[BAG1952]

Sorry for your bad experience. Great letter. Keep us updated.

[kellyg403]

Good letter. And yes, the stores are fined for complaints. What happens is the email will now be sent to the proper store and the store manager will have 72 hours to get in touch with the customer. If for some reason he/she is unable to do so he/she is to let the district manager know that they have been trying, left messages etc. The manager is to continue trying to connect with the customer until the matter is resolved.

As for the manager being out on medical leave for 2 months. Sorry there is an acting 'store' manager in his stead. Usually an assistant manager who is eligible to get his own store but needs the training. So, there IS someone there who is in charge! Never happen in any food lion store there isn't a store manager or someone acting as him in his absence for say medical leave. I would go back and ask who is in charge and speak with him. It will NOT be the grocery manager or the customer service manager fyi.

HTH. If you don't hear from the store please make sure you CALL corporate and explain to them you have not had a response.

Kelly

[kellyg403]

Originally Posted by alexasias

she also said that the problem is that people come in with alot of coupons and then end up paying like 10 cents for their stuff. i told her that the man want people to save money and if u wait until its on sale, you maximize your savings. she wasnt having it. i took my coupons and left everything on the counter

It is not an employee's job to worry about how much your total bill comes too. If your coupons are legit, for the items you purchased etc that is where her responsibility for your purchase ends. Along with the Food Lion website, there are blinky machines, tear pads etc in all the stores. They sell the Sunday papers with coupons. We send in our coupons on Sunday to a clearing house who takes care of reimbursement. It doesn't matter what YOUR total bill is, the store in question will receive payment for their coupons. The cashier's job is to make sure the coupons are redeemed correctly so that Food Lion is reimbursed. Nothing else.

Kelly

[joshmamabear]

That was a well written letter. It has just enough info without getting personal. Its also straight to the point.

I hope you get positive results. Please keep us posted.

[ncmonster78]

This is why I do not shop at FL. They will not take IP Q's. I went last week to use the Edy's q from THEIR WEBSITE and they were scruntinzing it like I made it myself!

[ebony0421]

Originally Posted by alexasias

I had the same thing happen to me on Wed. I had my fl coupons and 3 of the chinet coupons. the cashier doesnt even try to ring them up. She just starts to look them over and told me she would be right back. after about 3 mins, i go to the cs booth, because im inthe line directly across from it and say excuse me. without even so much as peeking out, someone says they will be right with me. 3 more mins past (i timed it) and still they dont come out. i hear someone say ill ring her up. i ask to speak to the manager and was told hes on medical leave and has been for 2 months. i ask what the problem is an the csm proceeds to tell me that they have never had a customer come in with multiple coupons for the same item. i am just dumbfounded. then she tells me that they hav to check things because of coupon fraud. i then proceed to tell her what coupon fraud is and let her know thats not the case with my transaction. she then decides to interpret the coupon and tell me i can only use 1 per day, per person, per transaction. i tried very patiently to explain to her the real def of that, to no avail. i told her i would call corp. i called asap and still no response. sorry so long guys. this was a fay,nc store

Which store was this? I am gonna make sure to stay far away from them.

[couponclipper]

I'm glad that you wrote a letter to them. I hope you get a good response from the corporate office. Keep us informed!

[alexasias]

that was the store on andrews road. i have an update, i rec'd a letter saying they were sorry for my bad experience and that the asst store manager had beent rying to contact me. i gave him a call. he was so nice. he totally apologized and said that i wouldnt have that happen to me again and promised to do coupon and cs training with the cashiers, to make sure that know what theyre supposed to do when it comes to coupons. he also said that he explained to her that one per purchase does not mean one per customer or one per day. so im going bact today with me flips for this week. will keep you posted. thanks ladies for the support.

[Kristina Hughes]

Congrats!

[JillRogers]

I'm new to couponing and was just reading your story that said "one q per purchase." I am a little confused about that wording and have ever only used one q. How does that mean I can use more than 1??

[shoppinmomma]

Originally Posted by JillRogers

I'm new to couponing and was just reading your story that said "one q per purchase." I am a little confused about that wording and have ever only used one q. How does that mean I can use more than 1??

One per purchase means one manu coupon per item being purchased.
One per transaction means only one of the same coupon total for that shopping trip. HTH

[slp2b]

Originally Posted by kellyg403

It is not an employee's job to worry about how much your total bill comes too. If your coupons are legit, for the items you purchased etc that is where her responsibility for your purchase ends. Along with the Food Lion website, there are blinky machines, tear pads etc in all the stores. They sell the Sunday papers with coupons. We send in our coupons on Sunday to a clearing house who takes care of reimbursement. It doesn't matter what YOUR total bill is, the store in question will receive payment for their coupons. The cashier's job is to make sure the coupons are redeemed correctly so that Food Lion is reimbursed. Nothing else.

Kelly

Amen Sister!

[momto4kids]

Let us know how it goes after your shopping trip.