What to Do When the Store Denies Your Coupon

Common coupon stumbling blocks include cashiers not understanding the text on coupons ("one coupon per purchase" and "do not double" often confuse newer cashiers into thinking that each customer can only use one coupon per transaction), coupons with a value equal to or higher than the item cost, using coupons for clearanced items, using two coupons or "buy one, get one" coupons on "buy one, get one" sales, expired coupons and manufacturer's coupons with the logo of another store on them. I have had coupons declined by cashiers for all these reasons, and every time I checked with higher authorities, I found out that these coupons should have been honored. 

Here are some of the appeal techniques I've tried when my coupons are wrongly denied, and the results:

1. Discuss with cashier. This is generally the first line of defense, but should be employed diplomatically. No coupon discount is worth getting in a nasty argument with a cashier and ruining their and your day. Even though you're right. If you smile and point out that "one coupon per purchase" means one coupon per ITEM, not per TRANSACTION, a cashier will sometimes understand and just go ahead and use your coupon. Or they'll call over a manager, who will often back you up if they know what they are doing. I'd advise keeping any discussion with the cashier short -- if they resist at all, go right to the manager or just complete your transaction and leave.

2. Whip out a printed coupon policy or drop the name of a store director who told you that this coupon type is acceptable. Later this week, I'll post some resources for getting coupon policies and written answers to coupon questions to speed along any disputes that arise at the store.

3. If you don't have the big guns mentioned above, appeal to low-level manager. If the cashier hasn't already done this, ask for a manger to be consulted. HOWEVER, this is not the end of the road if you really want to use a valid coupon and the manager who is called over won't take it.

4. Appeal to the store director or highest-level manager on duty. If the manager called over does not accept your coupon, and you feel that it really is valid for the product you're trying to buy, ask to speak to the store director. If there is a line, the best thing may be to complete your transaction and go to the service desk to ask for help there. I have recently had higher-level managers contradict the manager who originally declined my coupon, making me realize that the managers who get called over to the registers do not always know the real policies.

5. Appeal from home. If you're having trouble, if there's a crowd, if you've been treated rudely, or if you're hoping to avoid future problems, a great way to deal with coupon problems is to wait until you get home and then contact a higher authority. You can call the store's 800 number or email, but I prefer email because a) it's quicker and b) you can get a written resonse to bring to the store with you.

In my next coupon post, I'll share my recent experiences appealing to higher authorities and provide some phone numbers and email addresses to help you in resolving your own coupon issues.

Photo by Mike Licht, NotionsCapital.com, used with Creative Commons license.