The cashier smiled and laughed at the customer in front of me, but the minute I stepped up to the counter her face turned very tense and serious. I’ve seen this look before. In fact, I’ve seen it so many times that I do whatever I can to avoid her line and have even considered shopping on different days of the week so I can ensure that she won’t be there.
I handed her my discount card and let her know that I had a stack of coupons matching the items in my basket. I asked if she wanted to see the coupons in advance and she said no. I placed the items on the counter one-by-one and watched each item scan before putting the next one down. In total I had twelve items.
When all of the items were scanned I handed over my coupons. The cashier flipped through the stack and made a face. Then she said, “I can’t take this one or this one or this one.” She informed me that I could not use a buy-one-get-one free coupon if the store was running a buy-one-get-one sale. I told her that the store policy permitted one coupon for every two items, in essence permitting me to get two items for free, but she immediately snipped back saying, “we can’t just give away the store.”
I turned to the person behind me and apologized for the inconvenience of holding up the line. He laughed and said, “No worries. My wife uses coupons and gets stuck in the checkout all the time.”
I wanted to tell him that I encounter this problem every time I’m faced with this particular cashier. She looks at me as though I’m trying to rob the store of merchandise. Every time I try to checkout I must explain that I am following the stores policy and every time she gripes at me over each and every coupon.
She was clearly annoyed with me so I suggested she call the store manager. I turned to apologize to the person behind me, but I realized that he had already checked out through a different line and there weren’t any other customers checking out. That made me feel much better. I hate holding up the line when other people are waiting. In fact, a lot of times I’ll just give up on the transaction and come back another time.
When the manager reached the register the cashier said, “this woman is trying to get everything for free.”
Now I should say that I’m not an extreme couponer, but I do save a lot of money on every day household products by shopping at the local drugstores in my area. It’s not unusual for me to walk into a store with a wad of coupons and walk out paying only a dollar for two or three bags worth of items.
I’ve lived in the same neighborhood for ten years and I frequent this store quite often so I know a lot of the managers, assistant managers and cashiers by name. When I walk in at Christmas time they all wish me a happy holiday and when I haven’t been around for awhile they ask where I’ve been. Well all except for this particular cashier.
I’m not sure what her issue is. Perhaps she truly believes that I am abusing the store’s policy. After all, she sees me walk out of the store with nine or ten products knowing full well that I’ve paid nothing but the taxes. Perhaps she doesn’t love her job, doesn’t make a lot of money and thinks that people like me are contributing to her low pay and lack of benefits.
I’m not sure what her issue is, but I wish she wouldn’t make me feel so bad about combining sales and coupons to obtain deeply discounted items. The truth is I’m not doing anything wrong. I make certain I don’t use expired coupons, I don’t use more than the number of coupons permitted and I don’t obtain extra savings cards by pretending they are owned by my husband. Given all those factors I really wish she wouldn’t make me feel like I’m stealing.
I appreciate all of the comments on this post, even the ones that bash coupon use. Everyone is entitled to their opinion and I appreciate those readers who decided to express their thoughts on the damage coupons cause to stores that accept them. Though I would argue that stores would stop accepting coupons and change their policies if they were truly being harmed by their use. After all, as a few comments mentioned, stores do receive reimbursement when they are used.
However, I understand how shoppers who do not use coupons are frustrated by those who do. If I plan to use a large stack of coupons I often let other shoppers in front of me. I also try to go to the store during off hours when there are less shoppers in the store.
As to the question of profit I must say that this particular store definitely makes money off of me. I spend money on other purchases and fill the majority of my prescriptions there.
Lastly, for the record, I did not suggest that this particular cashier be fired on account of this incident. I simply want the cashier to abide by the store's policies. She can give me an attitude while she's ringing up my items, but she needs to accept the legitimate coupons I provide.
All these coupon bashers puzzle me. The manufacturer reimburses the store, what's your problem?
I don't clip coupons at all but don't care if others do, even if it holds me up in line. As long as you have the coupons on hand rather than digging through your purse at the time of purchase
I'd complain to the manager privately rather than send a letter to corporate. If s/he doesn't resolve it then I'd go to corporate.
Keep on couponing girl!
I don't understand the anonymous commenters. You're doing something perfectly legitimate. And frankly, you go girl, because I'm too lazy to clip coupons! And I agree with the other anon commenter who said the store doesn't lose out because they're being reimbursed by the manufacturer.
Geesh. The only problem here is the behavior of the cashier you encountered. I'd avoid her too. Life's too short for cranky people who are paid to ring you up.
To those who talk about reimbursement from the manufacturer – they do not reimburse the profit only the cost. So they do not make any money from the coupons. And I am sure she used drugstore coupons in addition to manufacturer coupons.
Melissa
Girl: Thanks for the article. Here's my two cents about making use of discounts etc. Supermarkets goal is to draw in customers (who spend money on other things) and therefore, coupons, sales, deals (like "points" for gasoline discounts), selling X w/a lower markup (like very low vegetables), are all "loss leaders".
And as typical salespeople, they are trying to lead you (= trick) to think you're getting a deal when you may not be; shopping requires thinking. I always make sure to read the per-pound or quart… price, to make sure that there is really a deal. Because, sometimes its just 10% off or 10 cents off… I am a guiltfree customer…
Perhaps this is a very small store, but where I shop with coupons (Jewel Foods, Walgreens, Whole Foods) the coupons are just scanned in–seconds more work for the cashier and they automatically match with the product if eligible. No muss, no fuss and no reason for the cashiers to get upset–in fact, I think most applaud me. Places give coupons because they WORK–they bring business into the store. If it weren't good for business, you can bet that savvy retailers and manufacturers would stop. Use without guilt! I don't do extreme couponing because imho the pay per hour of effort is lousy and a lot of the stuff you couldn't pay me to eat. But if I buy it anyway, or would, or would like to try it, I clip.
I'm with "Anonymous #2." I've worked as a cashier, and I don't see how a) it's any of her business to care what you're spending (even if it did affect the store's profits, she doesn't get a share of those profits); or b) why, if she's so concerned about the well-being of the store, she's providing such terrible public relations.
Anyway, I came over from GRS as well, and very much enjoy the post. One point of contention, though: you certainly SOUND like an extreme couponer. š
I would definitely let the store know that I am now reconsidering my decision to shop at this store, solely because of this cashier's actions and attitudes. What she is engaging in is mental and psychological assault, and it is intentional and meant to spread disharmony by bullying and belittling. If I ever had trouble with her in future, I would make it my personal mission in life to see that she is fired so she does not keep driving away business from this retailer that I otherwise enjoy doing business with. Failing that, I would never set foot in that store again, ever.
Sorry this sounds so severe, but I see that cashier's actions as the ONE Unforgiveable Sin in a customer service environment, and there is no way I would tolerate that in an employee.
As a store manager and cashier, I can sincerely say that anybody who comes into my store with a stack of coupons and walks out with stuff for next to nothing is considered a SAINT. The fact that avid couponers have the cognitive wherewithal to do what they do is something worthy of admiration, not scorn.
The thing is, ringing up coupons, even internet coupons, is mind numbingly simple. Any cashier who has a problem with it can't possibly be bothered about the inconvenience. It sounds like this particular cashier has some sort of ethical issue with your couponing, which is wholly unjustified. Her pay grade has nothing to do with your shopping habits. I'd be surprised if she lasts long in retail with that sort of attitude.
Keep fighting the good fight.
I'm a new reader, so sorry if you address this elsewhere, but I'm curious where you find all your coupons and how you know when the store is also running sales on the same items. I've read a few things about "extreme couponing" but don't really know where to start.
P.S. Have you heard about TLC's show Extreme Couponing? I haven't seen it yet, but I want to.