Just read this on CW. Many, many thanks to OP…
Just sharing an urgent email I got this morning in my Target inbox.
To ensure every guest receives the full value for each coupon, we are introducing a temporary coupon redemption process effective immediately. We expect to have this systematically resolved within the next 10 days.
NEW! Temporary Coupon Redemption Process
1. Make eye contact with the guest, smile and give a sincere greeting.
2. Ask each guest at the beginning of the transaction ‘Do you have any coupons today?’
3. Set the coupons aside until the end of the transaction
4. Scan all items
5. Process coupons one by one and check to ensure full value of each coupon was applied. If needed, adjust coupon amount by selecting
a) Discounts
b) Manufacturer coupon
c) Key in the remaining coupon amount
Your immediate implementation of the above process will ensure we are providing a great guest experience.
Resources:
The following resources are attached to verify that all team members understand the new coupon redemption process.
o Coupon Redemption Process Verification Sheet – The LOD must connect with every team member that will/may cashier on their shift to review the new temporary process prior to their shift.
o Coupon Redemption Process Instruction Sheet– Print, cut and post the small instruction sheet so it is visible to the cashier at each POS register to remind cashiers of the new coupon process.
o Time Clock Alert sign – Post the sign immediately at all time clocks to ensure all team members check in with their LOD to learn about the new coupon redemption process.
To Do – STL/LOD
· Immediately –
o Print all attachments.
o Post the Time Clock Alert sign at each time clock.
o Post the Coupon Redemption Process instruction sheet at every POS register, including Electronics, Pharmacy, Food locations, etc.
o Print a master team member roster list for your store and staple to the Coupon Redemption Process Verification Sheet to your list.
o With each team member that will/may cashier, complete the following:
· Review the new process from Coupon Redemption Process Verification Sheet.
· Place a check mark next to each team member name on the roster that they have read and understand the new process.
· Forward roster to each LOD until each person has been contacted.
Additional Details
· POS Cashier Speed-O-Meter will be turned off temporarily to accommodate for extra processing time. The Cashier Speed % metrics on DTK will also reflect green only (no metrics) as well.
· As a result of media attention, stores may see an increase in regulatory agency visits. Following any visit, the Regulatory Visit Form should be completed to recap the visit – Workbench I Shared Tools I Forms I Regulatory Visit Form and a mySupport submitted.
My Comments: The comment about regulatory visits being increased is the kicker. Let’s face it, Rachel isn’t that threatening either on tv or in person. However, the phrase “media attention” leads me to believe that her picture has now been distributed to all the Target stores in the Chicagoland area…
Pingback: Target Concedes!! NEW Target Coupon Procedure Emailed to Stores Starting TODAY - WeUseCoupons.com
I stopped at my local Target store tonight 7:30 p.m. PST and had the worse customer service there ever was!!! Target’s new Coupon Procedure is a bunch of BS!!!
Well, I did a Target run tonight! OMG!!! I hate to say this! Worse than ever!
First of all, the clerk would not except the Olay moisturizer or cleanser coupon for $1.00 because my “facial wash” did not match the picture on the coupon! However, they accepted a Target store coupon for Vaseline that showed a “men’s product” and I brought the Vaseline Aloe Vera one! The manager on duty came over and she stated to accept the coupon when I showed her a print out of Olay.com facial cleansers. However, then she changed her mind not even 5 minutes later (during my second transaction she came back and said this). I told her other Target stores were honoring it. She stated very abruptly “Well, our store isn’t!!!”.
Second, in the 2nd transaction, the clerk tried to tell me that the $5.00 off coupon for buying “any” Secret and Olay product stated that the coupon itself read “not valid on the trial size”. I politely told her that it does not say that and she should read the coupon again. She did not even try to scan the coupon into the register! Oops, I forgot to say this. Before we started the second transaction, she stated that I had to have the coupons with the products and she examined every one of the coupons before even ringing the item up!!! I don’t understand why they are having such a problem with coupons. They act like people that use coupons are ripping them off. They are not losing money because I am using them. If anything, they are gaining the revenue! Not any more from me!!!
Third, the manager came back to where I was checking out during my second transaction and then stated that they would not accept any coupon that did not scan into the computer! At this point in time, I ended up leaving the other items in my cart and asking them to total the order. I also stated that I normally do not shop at Target because I have heard how horrible they are. I stated that they will be losing the revenue from the sale and also the amount paid by the manufacturer to them by me using the coupon.
I WILL NOT BE RETURNING TO TARGET ON ANY CONDITION!!! I have lived in the same section of my town for 16 years now and I can count on my hands and toes how many times that I have been in Target in those 16 years. There are plenty of other stores that would love to have me as a customer!
Obviously, they did not get the email from the corporate office. I am also contacting the corporate office on Monday morning with the treatment that I received by both the CSM manager and the assistant manager. Also, that they need to educate their clerks and managers that just because an item is “not in the picture” does not mean that it is not covered by the coupon! Also, while I was grabbing the next item out of my cart, another clerk came by, the CSM manager started whispering something in her ear and the other clerk was staring at me the whole time. She definitely was tell her something. When she seen that I was looking, the CSM shut up really fast and started giving me problems again.
I also had to walk clear back to H&B to get a bottle of Vaseline because the cap on it was cracked. Where is the customer service in this store? They had probably 30 clerks in the store.
I am sorry that you have to read this but I just wanted everyone to know that things have not changed for the better but for the worse! I have been there 4 different times in the last 2 months, and only once did have have a half way good shopping trip.
Hell, don’t be sorry that people “have” to read this – that’s the whole point of this thread, to take the good and the bad. Given the media attention on this and the blatant disregard for the corporate email sent out, I would love to hear the follow up from your call to corporate on Monday. I say give ’em hell and see how long it takes to get the store manager to call and offer his/her apologies. I’d hold off for a big gift card to cover your aggravation, since any future problems should be solved by saying “Oh, really? Mr/Ms Blankity-blank told me to contact him/her directly should there be any more problems in the future. May I have your full name and employee number?” That’ll settle their hash.
Pingback: Target: Internal Directive For Coupon Acceptance Exposed! | Attention Deal Shoppers
Pingback: Target Internal Directive Concerning Coupon Issues