My Target Complaint & The Fix

June 17, 2009
I went to my local Target and purchased a few grocery items.   Prior to my trip I printed a Target Web Coupon … you know since I am on super budget so I can buy my baby a tricked out diamond encrusted pacifier!  At checkout my Target Coupon would not scan, the cashier said she could not accept it.   She called over the manager, and the manager said “if it doesn’t scan, we can’t accept it.”  I said, but it’s a “Target coupon that I printed from target.com and it says right here in all caps TARGET WEB COUPON”

The manage said “NO, I am not accepting it.  If it doesn’t scan  we are not allowed to take it.”  I said well don’t you have a list of current accepted Target coupons? Her reply was “Sorry there is nothing I can do.”  I asked her to type in the numbers to see if it would work. Her reply was “we are not allowed to type in the numbers.”

What?
So I took back the coupon and completed the transaction.  I made it outside and told Pat,

I can’t let this go…

I am going back in to customer service.  I was explaining it to the associate when the phone rang, and the other associated answered then turned her back towards me and told the girl helping me, “the manager already told her that she would not accept the coupon.”

What?
Where is that woman?  Is she spying on me or something?  I couldn’t believe the manager called over and didn’t give the associates the opportunity to try and solve a customer issue.

I was so disappointed and in shock!  Target, my favorite store of all time, had just betrayed me by not accepting the coupon they gave me in the first place.

My sister Faith, stumbled me some Target contact info, if I decided to call or write a letter. Well I didn’t want to call, I was just to upset about the situation.

I sent an email to the CEO on June 18 at 11 am

Dear Mr. Steinhafel:

I had a disappointing experience yesterday at my favorite Target store.
I tried to use a Target web coupon that was from Target.com, the cashier refused it, the manager refused it and customer service refused it.   The problem was that it would not scan.

The coupon clearly says
“TARGET WEB COUPON”  all in caps.

Shouldn’t the managers have a log or print out of current Target web coupons?   I was, and still am floored that they would not accept it.

I am a store manager for a Pier 1 Imports, and I would never let a customer go through what I went though yesterday at my local Target.

I tried to let it go, but I feel that in this case the customer is right, the coupon is a Target Web Coupon!  I feel it should have been honored.

A disappointed Target Shopper,
Angel Matthews
555-555-5555
myrealemail@gmail.com

Details:
Target located in Baltimore Maryland 555-555-5555
Date of purchase: 06/17/2009
Time: 04:22 pm
Coupon info: Target Web Coupon – Expires 06/20/09
$2.00 off with purchase of two morningstar products

At 7:00 pm this evening I received a phone call from Gregg’s assistant… Greg.   He told me lots of great information.  He called the Target where I had the problem prior to calling me, talked to the appropriate people in regards to accepting Target coupons, said he appreciated my feedback and will use it to coach the team members at the store in an attempt to prevent further similar situations.

Asked me what happened.  He even asked if they tried typing in the number…  and he couldn’t believe the manager didn’t try that.  We had a nice conversation,

Greg also congratulated me on my pregnancy!

He asked my permission to send me a $10.00 gift certificate to cover the coupon and to get me back in the store.  I told him that was more than fair, and the important thing was to coach the team members to handle these scenarios.

I was surprised at the prompt reply from Target.  In fact I wasn’t expecting any feedback at all.   But I am glad he called and happy he talked to the Manager at the store where I had the issue.

I think I did good!  At the time of the incident, I wanted to cry and scream and make them take my coupon!  I sent a short concerned email, and my patience and good-natured attitude lead me to a solution.

Thanks Greg for calling me and setting things right. I am happy to know there are people out there that take consumer feedback seriously.