What we have here is a failure to communicate.
The KMart double coupon confusion continues. When Kmart announced
double coupons this week, they announced it for a large group of stores
– pretty much every store everywhere except Hawaii, Guam, and certain
locations in a few states. This meant that Kmarts in states that have
never doubled were going to do it.
Note to self – expect the unexpected. Stories from around the country
vary wildly as to the experience of shopping there this week.
Note to Kmart – when corporate makes a decision, it might be wise to
inform managers in writing. It might also be wise to post your coupon
policy, (including rules for doubling) at all registers, and train your
cashiers with clear rules.
Kmart has regular limit of ten coupons doubled per customer per day.
Some stores, seeing the ad in Red Plum this week announcing a 75 coupon
limit, have accomodated customers. Others have not. Some stores have
also limited customers to 10 coupons per day, doubled or not.
Then there is the usual aggravation of buying 4 items with 4 coupons
and having the cashier tell you that you can only use one coupon, since
it is “one coupon per purchase”. We can understand the store making
the choice to not double multiples, and putting a limit on the number
of items purchased, but someone needs to tell cashiers at Kmart,(and
managers too) exactly what is meant by “One coupon per purchase”. Some Kmarts won’t accept internet printed coupons – yet the Kmart website features coupons.com listings.
Let’s not even get into the stores who are supposed to be doubling
according to the national list published by K Mart corporate but the
managers are clueless about it. Shoppers calling those stores to ask
questions about coupon limits before going have had to wait and be
transferred around while people scratch their heads and ask if they’re
doubling coupons!!!!
Of course, there are places where it is going just fine, and all
employees are clear on store policies. But the confusion the public
experiences is mammoth – and Kmarts limitations make it more confusing.
Those limitations have not prevented their shelves from being emptied
of the items that have $2 coupons which can be doubled for great
savings. Many stores appear to not be restocking those items this
week.
Adding to the confusion – some shoppers are finding that their Kmart
has no problem with limitations, and will put through coupons as long
as they beep. The registers are not configured to stop at 10 coupons
and the cashiers are not imposing the limit. This can vary between two
different Kmarts in the same city.
One would expect that a store the size of Kmart would have fewer
restrictions on the number of coupons doubled. Certainly, a large
international chain known for discounts should not be limiting the
number of coupons used, double or not, to 10 per day. One would also
expect that the limits, if any, would be clearly posted and programmed
into the registers; NOT subject to the discretion of the individual
manager or cashier.
I guess K Mart does not realize that we’re in a recession, and coupon
use is the new normal. We’ve become a nation of coupon queens and kings. When a store known for quality at a low price announces double coupon promotions, it WILL bring bargain hunters into the stores – and the double coupon discounts don’t have to be the only thing promoted.
Savvy shoppers will notice other things while they are in the store,
such as great deals on clothing, electronics, back yard equipment. The
sales potential is enormous.
Unfortunately, there are a lot of savvy shoppers who will not be making
Kmart their saving place on a regular basis. They’re angry at how they
have been treated, and perceive that the double coupon promotion was a bait and switch, and a waste of time.
KMart could avoid this in the future by removing the ten total coupon
limit, increasing their limitations on doubles, and posting their
policies prominently at every cash register and the entrances to every
single one of their stores. It would also be helpful to clearly print
the policy in their circulars advertising double coupons.
And for some, a little training in attitude adjustment might be in
order among the managers and staff, along with communications 101 for
the corporate office.