Wednesday, September 29, 2010

Toys 'R' Us Coupon Policy -- or Lack Thereof

Last Saturday I went to Toys 'R' Us to complete the Tinkerbell Blu-ray/DVD Combo pack deal.  I was prepared for problems getting all the discounts applied, but I was not prepared for what I experienced.

I checked out with my pre-ordered Tink movie, my free watch, and some books, and when I gave the cashier my $10 off IP for the movie, she told me that they do not accept IPs that are not from the TRU or BRU website.  What??  She double-checked with her manager, and her manager confirmed.  She said it had been in affect since August or so. I checked out without the coupon, but I stopped and called TRU Customer Service before leaving.

The CS rep could not find any information on IPs, so she asked someone to help.  That person did not find anything either.  Her "official" response was that there was no policy concerning IPs, but individual stores can decide not to accept coupons, especially for items that are part of a promotion.

I went to the CS desk, and I asked the manager to please explain the coupon policy to me again so that I could understand.  I shared the information that CS gave me on the phone.  I have to say that the manager was very professional throughout our whole conversation.  She showed me an SOP (Yeah, I don't know what that is either.  Standard of Practice??) dated 7/14 that listed the types of coupons TRU accepted.  To be honest, I felt that the list could be interpreted two different ways -- one in which all IPs were accepted and one in which only IPs from TRU/BRU website were accepted.  I chose not to push the issue further in the store.

In the parking lot, I called CS again.  I explained the situation and asked that they clarify one more time.  The CS could not find anything, so she asked her supervisor for help.  After about 20 minutes, I remembered the date on the SOP and told the CS.  Only a few moments later, she told me that IPs from outside sources were not accepted.

Still not satisfied, I filled out the contact form on the TRU website. Explaining my experience in-store and with CS, I requested an official coupon policy.  I specifically stated that people across the country were receiving conflicting information as to Corp's policy from TRU store managers and CS reps. (Read two experiences here and here.  I also mentioned that the current ad says to look for coupons on Hasbro's website.   Here is the response I received

We appreciate you reaching out to us regarding our coupon acceptance policy. Unfortunately, we do not have a corporate acceptance policy. In general most stores do accept coupons from the manufacturer. However, few accept coupons that are printed from the internet. Also, in most cases we do not accept coupons on top of any current promotions. Please contact your local store for more specific acceptance policies. I apologize for any inconvenience this may have caused you.

What???  Obviously, this email does not address the concern that managers are telling people that Corporate would not allow them to take IPs or manufacturer's coupon.  If there is no official policy from Corp., who sent out the SOP I saw? 

Sigh.  I'm really bummed because I only have one TRU in the vicinity, and I was really looking foward to the awesome deals on Disney Combo Packs!

I'd love to hear other people's experiences with coupons at TRU.  What are the managers telling you?  What is CS telling you if you contact them?


Tiffany said...

I am tellin ya they suck!

It just isn't fair to not have a standard policy!
Sorry you had to go through that!

Cameron Family said...

Well you know the issues I had at TRU trying to pay for my Tink pre-ordered video and pre-order Beauty and the Beast in the same transaction. During all that there was absolutely no issue with my $10Tink coupon, so obviously there isn't some corporate coupon policy. The only thing I can figure out is that your TRU has had fake coupon issues and decided no internet coupons to nip it in the bud by not accepting any. Whatever the case, they need to make sure their employees understand and know what they are talking about. Maybe even print out policy and post it at each register.

Tonya said...

I don't TRU was very adamant that Corp. wouldn't let them take the coupons. That's what makes me mad -- if they said they just didn't take them any longer, it would be fine. (Well, I'd be mad, but I could deal.) It's the fact that they say that Corp. won't let them when Corp. is not backing that up.

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