[kristieboyd]

The Regional Manager for the SE! Apparently my letter has become "well known" among Target higher-ups! He wanted to touch base and apologize personally for the store's behavior, as well as let me know that my store is in the process of undergoing an extensive 2 week re-training on coupons AND appropriate ways to deal with customers.....and to let me know that the STL I dealt with was required to go through this as well. He also wanted to ask my permission to use my letter in future training sessions with his other stores! Oh.....and he gave me his cell number to call in case I had any future problems at my store or any others in his region!

He also said that it really "stung" when I refered to Target in my letter as "what USED to be my favorite store". Apparently, that hit a lot of nerves with Target exectutives! I'm just glad that our vioces are actually being heard and that they ARE doing something about it.....finally!!

Thanks for all of the support! Without all of you, I would have never pushed the issue so far and would probably never have shown my face at Target again. Thanks to your support and encouragement, I can and will walk back into this store with my head held high, knowing that my intergrity has been restored!

[mintman72]

That's great news!!

[twinners]

Wow, good for you! Thanks for sharing that!

[tklein]

great job

[schatz]

great news!!!

[lorinlucy]

That is so good to hear. WTG Kristie!

[moonflower]

Who did you write the letter to exactly and what was the addy?

[orangegrove7]

Wow, Kristie, that is amazing. Good for you!

[kristieboyd]

I wrote to Target's CEO, e-mail was posted in another thread by AMS (so thank her, not me!), but here it is again:

Gregg Steinhafel
Gregg.Steinhafel@target.com
612-696-6234
fax: 612-696-6325


And here's the e-mail I wrote:

Dear Mr. Steinhafel,

I am writing to share my extremely frustrating and humiliating experience at your Target Store located on Two Notch Road in Columbia South Carolina that caused me to leave empty-handed today. I am still in shock over the way I was treated by the GSTL, STL Mark, as well as the “customer service” I received when calling Guest Relations following the incident.

I was checked out by Emily, who greeted me and is the only person to remain friendly with me throughout the events that transpired. As she went through my coupons, she placed all internet printed coupons to the side informing me that she needed to call a GSTL for approval. This I fully understand because I am aware that there has recently been a fraudulent $5 off coupon circulating.

The GSTL (no visible nametag and did not give me her name when I asked) was rude from the beginning of our interaction. She looked through the coupons and then began to give me countless reasons as to why they could not be accepted. All of the reasons go against the Target Coupon Policy I received via e-mail today from James in Guest Relations. Among the things I was told are:

-You cannot accept a Target coupon in conjunction with a Manufacturer’s Coupon
-You cannot accept a coupon for more than the price of the item and adjust the amount of the coupon down (for example: Item is .99 coupon is for 1.00. I was told
that the coupon cannot be adjusted to .99, that the item must be OVER 1.00 to use the coupon)
-You do not accept coupons on trial sized items even when the coupon does not state “excludes trial sizes”
-Coupons can ONLY be used on the item in the picture, not onan item that meets the written description.

This GSTL huffed and sighed throughout our conversation and even told a guest behind me that she should “go to another register because she (pointing to me) is trying to use coupons she’s not allowed to use”.

Eventually the STL, Mark was called. The GSTL proceeded to insinuate that I was using my coupons fraudulently and Mark just nodded. Some coupons he offered to push through “this time”, but at this point I was beyond frustrated and humiliated and wanted nothing more than to get out or the store. I asked them to cancel my entire order, save the candy my son was eating, and left my $35+ order sitting on the counter.

Once in the parking lot I called Guest Relations. I spoke with Kevin, who was very supportive and understanding. He apologized for the way things were handled and called the store to get more information. He spoke with LOD, Casey. Casey spoke with someone who was involved with the incident and proceeded to share incorrect information with Kevin. I am not sure if it became misunderstood as it went from person to person or if someone was intentionally untruthful, but many false statements were shared with Kevin, such as I was trying to use 2 Target coupons on one item and that my coupons excluded the items I was buying.

From Kevin I was transferred to Adam, a member of the Special Case Team. Adam was not nearly as friendly. His only resolution was to revisit the coupon policy with the store and send me 3 $3 off coupons. I stated that I was not interested in receiving more coupons, as they were the root of my problem. I simply wanted him to speak directly with the GSTL & STL with whom I’d dealt, inform them that my coupons were in fact being used appropriately, and I wanted an apology from the GSTL who was so incredibly rude to me. Adam stated that he could not do that and if I was not satisfied with his resolution that there was nothing else he could do for me and to have a “nice day”. That was the end of our conversation.

Mr. Steinhafel, up until today I have been a loyal Target shopper of over 15 years. I frequent this very store 2-4 times each and every week. Anyone who knows me will tell you I’d choose Target over WalMart or Kmart any day of the week…..until today. I am also a member of an online forum for coupon usage and I cannot begin to tell you the countless number of seemingly identical stories that have been shared there in the past few months. Customers are flying out of your doors as a result of this and will continue to do so if something is not done. While your cooperate office continues to issue coupons on your website each week, customers in stores are having more and more difficultly using them. As the economy continues to tighten and families are forced to use coupons to make ends meet, they will search more and more for coupon friendly stores in which to shop. I am sorry to say that what used to be my favorite store, Target, no longer falls into that category.

Sincerely,

Kristie

[bodacious]

Great News!!! do you think it would be ok if all of the AFC members kept his phone number in our wallets . . .just in case of a problem??

[erp0620]

That's fantastic! I'm glad to hear that Target is taking this seriously and maybe due to some negative experiences (which we all hate to hear about) can create some positive changes and make Target an even better and more coupon friendly place! I know it's my favorite store (might head there today/tonight, but we'll see) and I hope to continue to get great service and great deals!

[erp0620]

Originally Posted by bodacious

Great News!!! do you think it would be ok if all of the AFC members kept his phone number in our wallets . . .just in case of a problem??

I'm going to go with no on this one, LOL. I know I wouldn't want my personal cell number (even if it is the business one) posted on a public forum like this. Unless he specifically said it could be distributed.

[kristieboyd]

Originally Posted by bodacious

Great News!!! do you think it would be ok if all of the AFC members kept his phone number in our wallets . . .just in case of a problem??

Do you mean the CEO or the manager? I don't think the CEOs number would do much good....doubt it rings right through or anything. If you mean the manager's number....I'm not so sure it would be a good idea for me to give it out. I don't think I'd want my personal cell number distributed across the internet, KWIM?

I do keep the 800 number programed in my cell phone and a copy of the coupon policy that was e-mailed to me in my coupon binder, though!

[kristieboyd]

Originally Posted by erp0620

I'm going to go with no on this one, LOL. I know I wouldn't want my personal cell number (even if it is the business one) posted on a public forum like this. Unless he specifically said it could be distributed.

LOL,Emily! And I didn't even read your post before responding!!

[suzi1972]

Great job! I am so glad that they are listening. I haven't had a bad experience yet but I feel for those who have!

[begamom2006]

that's awesome!!!

[marie1298]

That's awesome! That's cool that he gave you his cell phone #.

[baybeenurse]

that is soo awesome..i just want every cashier to know their store's policy..sick and tired of having to educate them, grrr..your letter was written fantastically....excellent job!!

[babyboy2]

Way to go Kristie!!! LOL I cant believe he gave you his cell # that's too funny.

[onlymadaresane]

That is amazing!! Fantastic even! I'm so glad you stood up for what's right! Way to go and keep a hold of that number!

[MarianTupeloMs]

Hey Kristie,
Being that you have his cell number Why dont you give him a call for me and beg them to open a store here in Tupelo. So many times we are told "Target" is coming to Tupelo!!! just to later hear that they arent coming here yet..
How about it ol' bubby ol' pal !!

[Huntinglabmom05]

Wow! You wrote one of the best "bad news" letters I have ever seen. My dad teaches a class on writing business letters at our local college and I think you would have made a 100%.

Great job and glad they have done the right thing! I am so happy for you since you now see that your time and agervation is paying off.

[hghent]

As much trouble the store has given you, it sure is nice to see that it is a "stand up" company and willing to do what's best for it customers!! I really hope that all the stores go through a massive re-do of the coupon policy and how to handle customers. I've never had a problem with my local target, but if I did, I would have done the same thing you did!! It's just great to see that they are trying to make it a better place to shop!!

[Amidala081499]

Fantastic News...

Thanks for going through the heartache for us. Love ya!!!

[Carina]

How wonderful that your voice was heard!!!!!!! I complain all the time with constructive criticism and I have seen changes when I do, so everyone should never feel that you have to not complain because it does yield results!!!!