Ask the Readers: What Do You Do When You Have a Bad Checkout Experience?
February 1, 2012
Okie dokie guys, I had a reader send in the following story/question and I think it is something that we have all had to deal with at one time or another!
So….let’s hear it! What would you say to someone who asks the following:
At my Publix, I try to go only one cashier, who is always working on the days and times that I go. She’s extremely knowledgeable with not only our Publix store’s coupon policy, but also about coupons in general-which we all know are two very awesome things for a cashier to have knowledge about! She’s very patient, and is sure to check and double check to be sure everything scans correctly and that my total is exactly as I had expected it would be. She understands how much time and planning goes into large couponing trips and is just the sweetest woman all around. I always tip her in something, today it was a 32oz Nestle creamer, a few weeks ago with the pasta sale it was three pounds of pasta.
She’s such an absolute pleasure, as we all know how stressful it can be at the store sometimes when detailed lists go wrong. Today in particular, I had a very detailed couponing trip which was immediately foiled when I realized they had absolutely none of the Natures Bounty vitamins in price ranges that I needed for my overage (the least expensive I could find was around $13!!), and then that they had absolutely none of the Gas-X that I needed for overage….or the KY products for overage. All of my overage items went right out the door and it was pretty stressful for the rest of the trip trying to work around it: until I was greeted by this cashier (who was happy to take me in her lane, even though she was stationed at the 10-items-or-less aisle).
Today I told the manager how incredibly amazing she is and that she really makes my trips so much more pleasurable at Publix…the manager told me that (at 9:30 am) I wasn’t even the first customer to praise about her for the day haha! Now, (and I promise I’m getting to the actual question) there are a few other cashiers at the store that are…well..absolute nightmares to check out with. Very bad attitudes from the moment I walk up, whether I’ve told them that I have coupons yet or not. Once I tell them that I’ll be using coupons, though…well their attitudes don’t get any *better*, let’s just say. With these cashiers, I always have coupon scanning/approving issues (with my wonderful cashier that I’ve been speaking about above, I have never had a single issue with coupons scanning or needing approval, because she *knows* the coupon policy while these cashiers don’t seem to). I always find myself defending (politely) my right to use whatever coupon, which I shouldn’t have to do-and it’s usually over very simple coupons, not complicated stacking or anything like that. It’s extremely frustrating to me and I feel that I’m training *them* on what *their* job allows as far as coupons go.
So I have a few questions regarding the experience of others in relation to mine. Do you have a favorite cashier, and absolutely dread the thought of them not being available when it’s time for checkout? Have you had to deal with extremely rude and un-knowledgeable cashiers during checkout in couponing trips, and did you just try to get through it go along your way, or mention something to the cashier and/or bring this up to the manager?
I usually just go with it, and remember who it is and avoid them the next time I go. I haven’t had an issue with my Publix, but my Kroger is impossible. Another reason “I Heart Publix”!
Publix seems to be the only store that I don’t run into any problems with coupons. They seem to be the only one on board with couponing, the rules, etc. I have had such nightmares at CVS, Kroger and especially Walmart, I just try not to shop at those stores anymore.
Depending on the situation I just try to roll with it and be patient when they call the manager or attempt to figure out my coupons. I have however on two occasions called the manager after I left the store. These were two times when the cashier was rude and tried to make me feel guilty about using coupons and so I politely called the store manager and explained what had happend. On both occasions the managers actually said they were glad I had called and brought it to their attention so that they could speak to the cashiers and help them better understand coupon policies. I would rather have a nice converstaion with them over the phone then cause a hold up at the register or make a scene in any way.
Yeah, I definitely profile, There’s one I avoid like the plague, and a couple I’m really happy to catch when they’re working.
The cashiers at my Publix are usually very nice, though I have had a couple get confused over coupon issues. And there was one who was just really slow with scanning the coupons. The first problem I’ve had was actually yesterday, I had picked up the Coke mini cans and Nabisco toasted chips to go with the $4 off Publix coupon, and I also had 2 $1.50 off manufacturer coupons for Coke mini cans and any Nabisco cracker, which they had displayed at the Publix with all the Nabisco products. They wouldn’t take the $1.50 coupons because they said the toasted chips weren’t crackers. I ended up returning the products because the deal was no longer worth it to me, but I think it’s ridiculous and also misleading because the coupons were displayed next to the sign advertising the Publix coupon.
I am all for great customer service – thus the reason I have not been in a Winn-Dixie in years!
Theresa, you might try your Winn-Dixie again! Over the past couple years, my local Winn-Dixie has been getting better and better as the competition rises with the Publix down the street. The manager of the store told me that Publix’s coupon policy has been stealing customers right and left, so their main draw has to be fantastic customer service and ease of couponing. I am an irregular but consistent shopper at Winn-Dixie, so they know that I have coupons when I come in; the manager knows me fairly well and always wanders by when I check out to ensure that I have a good experience.
Also, if you buy organic dairy products, Winn-Dixie has the best price for its organic store brand dairy products than anywhere else in the county.
The only advantage that Publix has over my local Winn-Dixie now is that Publix will take competitor coupons, and has the Green Advantage Buy freebies!
Generally speaking, my couponing experience with Publix has been positive and I love their policies; however, I have been frustrated by the lack of consistency in training employees on the policies. I have even run into managers who don’t know the rules! Since I live in an area with many Publix locations to choose from, I tend to avoid the stores where I have had multiple bad experiences. While I try to be patient, I have a 20 month old to keep entertained at the checkout so I don’t have time to educate them on their own policies.
I try to go with the flow but there are several cashiers at my store that I love! I usually wait until their lanes are open so that I can go to them. I shop at the same store every week and on the same days so now they all know me and know that I coupon and they even know the order in which I hand them the coupons so they are ready for them and can anticipate the next transaction. Some of them are actually relived to see me on their lanes because they don’t have to worry about me giving them a hard time about the coupons and they don’t have to explain the rules.
The Publix I go to I actually used to work at before I became a SAHM and avid couponer. I don’t have a favorite cashier, per se, but I definitely know who to avoid. I would say that if the cashier is outright rude to you, you should contact the manager either before you leave the store or from home soon afterwards. I wouldn’t do it at the register since that only embarrasses everyone involved, but if they are rude someone needs to be told. Chances are you’re not the only one they’re being rude to. If the cashier just seems to not know/understand the policy, I would give it a few times. There’s a lot to digest when you first become a cashier, from the register system to all the codes and various policies, so I try to cut new people a break. But if it’s a problem regularly, then I would contact the manager.
Hi everyone! I am new to couponing and I absolutely love it!! I have about four Publix stores around me. I try to mix it up, but I have my favorite. I love two cashiers, who are very knowledgable and patient. I go to their lanes when I see they are there. When they are not, I just shower whoever is cashing me out with praise and smiles. It always works, even the grumpiest of grumps cracks a smile!
Instead of allowing myself to get stressed out, I always think of how much money I am saving for my family.
I am an absolute cashier profiler! My first choice is young males and I absolutely REFUSE to check out with older women – they are always an absolute nightmare!
I’m a cashier profiler as well, but actually my two favorite cashiers are older ladies
! I have had one bad experience at my Publix but I haven’t seen that cashier in a while so maybe I wasn’t the only one who had trouble with them!
Interesting, as one of the cashiers I avoid is a young male and one that I love is an older woman.
I usually don’t have any issues at Publix, but Wal-Mart on the other hand… I could write a book about those experiences. The other day I went to Wal-Mart to buy the Kingsford Charcoal that was $4.96 and use my $5 off coupon. Of course the coupon didn’t scan and she told me I think it’s not scanning because it was meant for Lowe’s. I politely explained that the coupon stated “Available at Lowe’s”, and that it wasn’t a Lowe’s coupon, but a manufacturer’s coupon. The manager came over and agreed that it was indeed a manufacturer’s coupon, so they accepted it. At Target yesterday, I bought ACT mouth wash for my son and it had a peelie on it. I used the peelie and of course it wouldn’t scan. The cashier didn’t want to take it. I even explained that it had just been on the product for me to use it today. Some people just don’t bother to learn the policy.
I absolutely have my favorite cashiers at Publix, and I do my best to shop only when they are working. Then there are others who make you feel as though you are stealing money from them by using coupons. I make a mental note whenever I encounter one of those cashiers to never go through their lines again. No matter how short the line might be.
I went to a Publix recently that I don’t normally go to, and I never had such a horrible experience in my life. The cashier waited until after everything was scanned to start going through my coupons and with each one, she said: “I don’t recall scanning this.” I had to pull items out that had already been bagged up (mind you, my order wasn’t that big) to prove to her that I purchased the items that I gave her coupons for. I was so upset that I didn’t check to see that she was scanning my coupons through. It wasn’t until I got in the car and compared my receipt to the spreadsheet I printed out that she neglected to scan almost half of my coupons. And she didn’t return them to me, so who knows what happened with them.
Go back to that store immediately and show them the receipt. Then explain what happened to a manager and let him/her know that you had such a bad experience that you might never come back. Publix is usually willing to go above and beyond to make their customers happy. If they won’t do it, then call the corporate office. I’m sure corporate will be willing to do something!
I have contemplated going back, and I think you’ve convinced me. I don’t thrive on getting anyone into trouble, but that cashier could certainly use some coaching. I would hate for someone else to have that experience.
You really should go back to the store and tell the mgr asap. The reason is that in my area, a cashier was arrested for skimming coupons off of customers and then turning them in herself for $$! Funny thin? She was ALWAYS rude and obnoxious to couponers!
I have gone back before because a cashier made an honest mistake and didn’t type in two competitor coupons. She put them aside and forgot to get back to them. I drove all the way back and they pulled them from her drawer and gave me my money back at the customer service desk. Sometimes they get a little overwhelmed with a stack of coupons and a line building up. I always thank them for taking time with me
I have talked to corp many times at Publix over the last few months and a bunch of different managers and was told the same thing by all of them, that now since they have a new system in place that they are to scan the coupons without scrutny not search your bags once bagged because if that coupon scans they have been told they will be paid for it. If for some reason the coupon does not scan and they dont recall the item then they should look for it then enter as a vendor coupon.Theres lots of cashiers that dont know this,just yesterday there was a meeting at one of the stores I shop at so they explain this to a few hard headed cashiers!
I always have more qs than items so my problem is being afraid of which customer service person is on the clock. Ifits a happy person no problem, if its a sour puss I find my front end manager and let them know how many coupons I am using and if thats going to be a problem? Then if there is an issue I ask for the manager….name drop!
I can only remember a handful of times when I had a problem with a cashier, and I’ve been shopping at the same store for 3 years now. It seems like all of the ones at my favorite store are well versed in the company’s coupon policy. I also want to remind everyone that if you have a cashier that you really like, make sure to send the corporate office an email to let them know what a great job that cashier and that store are doing. It means a lot to them when it comes time for job performance reviews!
I almost never have any issues at Publix. All the cashiers that I come in contact with are generally helpful and patient, even if they have to call a manager over to override the system when I have more coupons than items (my orders usually aren’t that big though since I’m a single gal just shopping for myself
). I have a few cashiers that actually LIKE having to check-out my order since they tell me they get excited to see how much I’m going to save that week 
They also like that if I have coupons to receive free items, I already know how much it costs so they don’t have to spend a lot of time scanning the register screen to find out the price. On the other hand, Target and Walmart give me consistent issues. Target scrutinizes EVERY coupon I use (which is usually less than 5 per trip) and makes a big deal of searching through my bags to make sure I actually purchased that item. None of the Walmarts where I live even accept printed coupons from my computer (and some cashiers are rude or won’t even say A SINGLE WORD to me), so I avoid going there when I can.
I always write the prices on my free item coupons as well. The last time I went to Walmart I had to speak to a customer service person who told me I wasn’t allowed to do that. lol
Every time I go there I have a problem. So I avoid that particular Walmart (which is practically within walking distance of my house) like the plague.
I do have a favorite cashier, but she isn’t around much, unfortunately. There are 3 Publixes in my county, and I frequent 2 of them; at the third, I’ve found the cashiers to be rude and ‘anti-coupon’ – one time a cashier attempted to tell me I couldn’t use coupons on a couple items because I “hadn’t paid enough for them” (they weren’t overage items), and another time a different cashier refused to combine a Publix and manufacturer coupon because it made the item free… I told her that Publix allows a manu. Q & Publix Q on one item and I had done it at another Publix, and she told me that “they didn’t know what they were doing” (because, obviously, she’s the master of coupons!). I’ve never made a big deal about these things, but with it getting harder and harder to get good deals, I’ll probably be pushing things a bit more.
There are a couple of cashiers at my favorite stores that I love to checkout with. At one of the stores I made a promise to one of the cashiers to always check out with her. She is such a sweetheart
As far as rude cashiers go, I will say something to the manager or if it’s really bad I will go straight to corporate. An example of when I call corporate is one time I went to corporate was when I had 18 printables and the cashier kept telling me I copied the coupon. I tried to point out to her the security code on the printable that proved I hadn’t and she basically called me a liar and refused to take them. I had a line growing behind me so I told her to forget the whole order and for my coupons back (how embarrassing). She didn’t want to give them back to me and told me no other store was going to take my copied coupons.So I went to one of my regular Publix and went through one of my favorite cashiers. She scanned the coupons and they went through just fine. She was great…so I went home a wrote corporate about the terrible lady (at a not so easy to coupon at Publix) and then about my wonderful cashier. Its always good to write to corporate about outstanding cashiers too because they get incentives.
I’ve had a couple mishaps @ Publix but its definatly made me more aware of who I’d like taking care of me at the check out. If the mistake they’ve made costs me over say 4$ I will say something to management, But 1$ or 2$ I just try to remember and Avoid that cashier.
I do have a favorite cashier at the three different Publix stores that I frequent. However, sometimes those cashiers are swamped and I need to check out ASAP, which means I go to a different checkout lane. Sometimes I get a winner (usually young men) and sometimes I get an untrained and/or unhappy cashier (usually older women). On the rare occasions that I get a manager, I go through super quick with no fuss! When I get an untrained and/or unhappy cashier, I just hold my tongue and keep my patience; I will, however, speak up in a helpful manner when the cashier seems unsure of a coupon, and will definitely press the issue if the cashier refuses a legitimate coupon. I am perfectly willing to ask that a manager or customer service person be called to the register; if the person called up backs up the cashier, then I will take the coupons back and ask that the pertinent items be voided.
Most of the time, there is no problem with my coupons due to my extremely careful planning; there is the rare occasion when I did not notice some small print, or my sizes were wrong, but that is the exception and totally my fault. Every once in a while, I do hit a cashier/manager who has trouble interpreting the coupon wording (don’t we all, sometimes?), but I either turn him/her to my way of interpretation (LOL) or ask to take my coupons to a different store. If I take it to a different store, I go to customer service first and get prior approval (this makes the customer service or manager SO much more agreeable than making your case at the register with ten people behind you).
I can’t say I have ever had a cashier be rude to me just because I use coupons. I always tell them I have quite a few coupons and hand them to the cashier before she starts ringing up my order. Most of them appreciate it that I have them in some order (always put $/$$ coupons first, then “Free” product, etc)and all pointing in the same direction. I try to make it as easy as possible for them. I never shop on Saturday, or after 4 p.m. as that seems to be the busiest day/time of the day. Sometimes the cashier will really scrutinize my coupons especially the ones where you have to buy 2 or more items to use the coupon, or competitor coupons. I don’t mind that they really pay attention to the coupons, as sometimes even I can make a mistake, like using a coupon and the date has expired on it. That just makes me more careful the next time I shop and its good that the cashier is paying attention, after all that is also part of her job. I try to be patient and always kind, after all, you catch more flies with honey than you do with vinegar. : ) We are all human and everyone is entitled to have a bad day now and then. It doesn’t stop me from going through their line the next time I shop. I remind myself that I would rather be the customer than the cashier….
I agree with you. I love my Publix. I always remember that people take things differently and if I am patient and nice to them the next time that I go through their line they might be more patient and kind to me. Also it could be a newer cashier learning or someone who doesn’t learn as fast. Like with a new couponer, you don’t know all the tricks it is a lot of practice and hard work. Remember they have to answer for their registers and there are good couponers and there unfortunately are bad couponers. I would rather have them look over my coupons and make sure I am right than have them loose their jobs. A couple dollars in coupons doesn’t always make a difference if someone looses their job.
Reading everyones comments has made me thankful that my publix is always so agreeable to me and my couponing. At my store, I have only ever once encountered a cashier who was not happy to have me in her lane, but every other time has been a breeze. The managers are always very helpful when I go to customer service to ask a question and are always happy to explain to me something that I may not understand about a particular coupon (I always ask first if I am unsure of something before I put it in my cart and get in line). I also only shop on weekdays right when they open (at 7am) that way, everything I want is still on the shelf (as they usually restock the night before) and I can take my time and I don’t have to worry about people getting in line behind me. I also always hand over 3 stacks of coups to the cashier, one is competitor coups, one is store coups and lastly MQ’s, and they are always grateful for that as they have to separate them into bags while I am in line as well after they scan them.
I had never though about writing a letter to corporate about how great my store is and how helpful all the managers and cashiers are, but I think i will do that now and will definitely drop the names of my most helpful cashiers and managers!
I am so lucky. At my favorite Publix, I have FOUR wonderful cashiers to choose from! 99% of the time, at least one of them is on duty when I shop. They are all pleasant, knowledgeable about the Publix coupon policy, and efficient. They also all recognize me and know that I would never knowingly use coupons in a way that wasn’t within Publix policies. I’ve never had any issues shopping at this location (unlike other locations nearby). The assistant managers and CS people know me now, too, and go out of their way to help me with anything I need. I love my Publix!
It’s been quite some time since I had a real problem with a cashier! The Publix store that I frequent the most has extremely well-trained cashiers who are always at the very least polite, and usually quite pleasant and helpful. I’m blessed, I know!
I went to my second most-frequented store a couple weeks ago and the cashier didn’t know that they took competitor coupons; she very politely told me that she had to verify the truth of my claims with a manager before she could accept them. It took only a minute or so, but the fact that she didn’t know they accepted competitor coupons was just terrible to my way of thinking! She mentioned that she had been told they took ‘store coupons’ but that she thought that just meant Publix coupons; an easy mistake to make if you’re not informed otherwise!
Training is important, people! You can’t exactly blame the cashier if he/she hasn’t been taught what is store policy, and has just been tossed into the job. Rudeness, however, is never acceptable! Complain to whomever you must; just ensure those cashiers don’t get the same rewards that good cashiers get.
My son is a customer service manager in south Florida. He has always told me if you like an employee to please call corporate and tell them. That call is a big deal for an employee. Not only does corporate know but they send a letter to the manager of that store to let them know about the employee. The employee gets some small token (not sure what they do) but it goes a long way to call corporate and praise them. Sometimes we do not hesitate to complain about an employee…so let’s turn that around and praise one when we can.
In my area if an employee gets named in a positive customer experience they get a coupon for a free Publix sub. Who says theirs no such thing as a free lunch
.
So true! This happens to every couponer!
My feelings about one particular cashier mirror yours so well that I am wondering if we go to the same store! I love one particular cashier to the point that I know when she is on break. I avoid most of the other ones because they don’t have the patience for coupons and seem to make up the policy as they go.
I think that it’s great that you told the manager how great the cashier is–from what I understand they get rewarded, and anyone who gives you a pleasurable experience (it is Publix–where shopping is a pleasure?) should be rewarded.
Love the tip about calling corporate to praise an exceptional employee!
Those at my Publix in Marietta are wonderful. I did have one complaint last week, but it was about my husband! While I was chatting with one of my fave cashiers who happened to be working in an aisle he slipped goodies into my cart that were not on my list
I always try to check out with younger males seem like I have less problems. I have actually had a 20-30 something female cashier say to me that no one should be allowed to get that many groceries for $20.00. To which I of course replied that anyone can do it if they are willing to put in the work. But it kinda gave me and idea why some of the cashiers are so rude and uncooporitive about the coupons. Maybe they reset the fact that they have to pay full price for their groceries. Because they dont coupon.
I dont have a favorite but I DEFINITELY have one I dislike with a strong couponing passion. She an elderly woman and when she sees me she starts slamming her hands in frustration and even says “OH great, its YOU!”. She always makes my check out a full hour of problems, questioning every aspect of my coupons and doesnt let a moment pass without complaints. I try to avoid her like the grinch who stole my coupon happiness that she is, but at times she is the only cashier. Last week I checked out with her and she threw her usual fit in frustration and I actually considered telling a manager ( I usually let her slide because I feel bad telling on an elderly woman) until a manager stood behind her and watched her throw a tantrum and then the manager scolded me for not giving her the coupons at the beginning of my transaction. I dont give her the coupons at the beginning bc she doesnt allow me to use my total off coupon until after all coupons as scanned and that pretty much voids my coupon. She is a nightmare but I still heart publix!
I had such a visual… that was funny!
I had several really bad experiences with a couple of people at my Publix that I actually stopped shopping there for a couple of months one time. I am not an extreme couponer and I am a very ethical one, but I got questioned like a criminal once or twice. Now I never buy more than $30.00 (OOP) worth of groceries at a time (usually a lot less than that) – in order to keep the check out simple. I only live a mile away, so I just go more frequently to shop. I let every cashier know before they start if I have a rain check, a BOGO coupon or a “free” coupon so they know to write the prices down when those items come up. It helps make my shopping trip “more pleasurable”. I can be in and out quickly without walking out feeling angry every time.
I totally profile my cashiers and have my favorites. Also, at my favorite store there is one cashier I always try to avoid. I think we should have a database of stores, coupon policies, and good/bad cashiers!
When I had my worst coupon experience at Publix I wasn’t going to say anything since I have had so many great experiences but then I decided to call when I got home. The manager on duty was an old friend of mine and I told him what had happened and how I felt. He was very appreciative and said they would talk with her. She’s still rude to me though others seem to like her better. :-/
Just curious, I noticed you referenced a KY money-maker. Can you share what the product and coupons your are using for this?
It was a $.51 MM, the product was $2.99 and there was a $3 manufacturer and $.50 Target coupon to stack.
There is one cashier at my publix who is a grouch. My strategy has been to cash out in the lane next to her and make sure I say hello and am always extra friendly. That way, when I do have to check out with her, I have established a rapport.
I am a cashier profiler, too, but let’s face it, we all get stuck with THAT cashier from time to time. Here is how I handle it….
My favorite cashier is “Joe”. When I end up in the mean lady’s aisle, I strike up this conversation:
Is Joe here today? I like him so much….he is always so patient with the coupons. He is so kind. I know the coupons can be a pain, but he never seems to mind.”
I say it with a smile and I am genuinely nice….never sarcastic. Somehow, that seems to take the edge off. It’s almost like they are worried if they are nasty to me that I will bash them to the cashier that I have the next time I am ther.
We live between two small towns so we drive to the Publix in Albany, Georgia…no matter when we go I have always had excellent service through out the whole store….my hubby and I were so surprised the first time we went….I always have my binder opened or in clear view so they know I’m couping and of course I start with a big smile….I’m so thankful for this store that I look forward going…..if I’m in the middle of shopping and have a question the person always stops what they are doing and helps me….needless to say I LOVE this PUBLIX.
As a cashier who works at Publix, we have couponers who are a nightmare as well. There are a good number of couponers who come in and always try to use expired coupons OR coupons from competitors that we do not take. I’m a couponer myself but some of these people are ridiculous. We have people that come in and treat our employees like they are nothing. I’ve never seen grown adults behave this way before, it’s really sad.
I am sure you have to have lots of patience with some couponers and it’s those who try to cheat the system who give couponers a bad name. I hope you have more good ones than bad and it gets better. Publix is my favorite store and has wonderful customer service and I have only had one bad experience before. I am sure you are one of the great cashiers!
Most of the lady cashiers at my store are great about coupons. The men I ususally avoid because they usually take longer. My store in general is wonderful about using coupons. If I’ve ever had a problem it’s been my fault (expired, etc)! I guess I’m just lucky.
Most of the lady cashiers at my store are great about coupons. The men I ususally avoid because they usually take longer. My store in general is wonderful about using coupons. If I’ve ever had a problem it’s been my fault (expired, etc)! I guess I’m just lucky.
I also have two Publix stores in my area and I normally go to one of them because there are 3 cashiers there that I love and NEVER have a problem with and are very knowledgable about coupons in general and even asked if I used I heart publix website. They always tell me what a great job I do with my coupons and the managers are very nice there. However, I did go one time last week in the afternoon (3pm) with both children (5 years old and 2 years old) which I never ususally do I ususally go at 9am after I drop my 5 year old at school. It was so crowded and I went on a line because none of my ususal cashier’s were there. She was supposed to be the Customer Service manager but she rang up a couple of coupons wrong and I corrected her and she was so rude about it and then she still did it wrong and I again attemtpted to correct her and she said “I’ll show you when I am done” so I looked and again it was wrong and she said no it’s right and threw the receipt at me. So I went to customer service and they gave me the money for the coupons and apologized. I should have called the manager later but I didn’t. I will NEVER go at that time or to her again. I am getting a new publix in a few weeks and I hope and pray they are nice there and don’t give me any problems because it will be so much closer and more conveinient at the new store. And don’t get me started at Walmart. That’s another two paragraphs. I do some shopping there but mostly I love Publix and CVS1
There are few great cashiers I will seek out, and even wait in longer lines for. They know who I am and are always patient and friendly. One thing I can’t stand is getting a cashier who treats me like I’m a criminal for using coupons, so I keep score. Only on a couple occasions have I had a major problem a cashier. In those events I do not hesitate to assert myself and get the manager involved. I’m not one to cheat the policy; I follow the rules and do what’s right. I will not tolerate bad service.
Nope I have never had a problem at Publix it is by far my favorite store. The only place I had to coupon is at Wal-mart which i rarely coupon at now.
I use different cashiers all the time and they are all pleasant enough. Some more than others, but they are all human. Some are having good days, some aren’t; I don’t take it personally. As long as I’m using the correct coupons, they all take them. Sorry to hear that missing a few deals causes you so much stress.
there is 1 really great younger female cashier whom i love, she knows the coupon policy and i never have a problem. One time i was waiting in her line and a manager tried to get me to go in a shorter line, i said no thank you i will wait because i really like this cashier-the manager decided to open a line and ring me up herself! I love publix and have 3 to choose from in my area, but 1 is the most coupon friendly. Thanks for this great website and for all the work you do.
I don’t so much profile cashiers as just only shop at coupon friendly stores. I don’t need anything badly enough to spend a bunch of time getting my deals together AND deal with difficult cashiers. If you are super friendly and they get used to you and trust you wouldn’t knowingly use a coupon inappropriately, things just go smoothly. With some of the cashiers, I share the deals and tell them where the coupons are located! That is always fun! I love my Publix, CVS, & Rite Aid!
I work at a Publix. At first it seemed like the managers would change the coupon policy every week and not tell half the cashiers. So if a cashier doesnt understand the coupon, just be patient with them and ask for a customer service staff member to come over and explain it. Luckily now Our store has notes sent out from corp. stating Our coupon policy, so we can give them to the customers. We have alot of people at Our store who use coupons, but a couple that abuse it. It drives me crazy when people abuse Our policy. I’m not talking about misreading the coupon or getting a similar item, I’m talking about they try to give the cashier 10+ wrong coupons every time they come in. On another note, I love IheartPublix.com, and when newbies ask how to save money, I send them to this website.:-) Thank you for all the work you do.
I hope that now that Publix has had a written coupon policy in place for almost a year couponing will become even easier. Please don’t take your “good coupon cashiers” for granted – they don’t get a whole lot of “training” on coupons. Most of them have figured it out on their own and taken advice from some customers. Let the manager know of your good experiences as well as your bad experiences. Publix gives little rewards to their employees that get customer praise. The cashier will appreciate the little reward and have even more incentive to provide excellent customer service.
I dont usually cashier profile. But I definetely choose to drive a little further to my favorite Publix because they are more coupon friendly. Ex: They take coupons that have expired as long as it is between Sun and Sat. The Publix I avoid has told me on a couple of occassions that when I have a competitors coupon, they have to have a manager come over to approve each one. Now that is just stupid.
We have favorite cashiers, not-so-favorite cashiers and never-ever-goto-cashiers. Our favorite cashiers are a couple of older women (sisters) who coupon too. We swap couponing tips and share sources for hot coupons and deals. Our funniest experience was with a young cashier who had only recently started working at Publix. I handed her a stack of about 30 coupons and she freaked. She started sorting them and laying them down in the order she was planning on ringing up the merchandise. Of course she got all mixed up about which coupons had been scanned and which coupons hadn’t been scanned. When she got to some BOGO coupons for items that were on BOGO sale, she just set the coupons aside and didn’t scan them. When I asked her why she didn’t scan them she said “Oh, I don’t need to scan those coupons, the cash register already recognized the BOGO sale price” (note we live in FL with true BOGO pricing). We just laughed and let her finish checking us out and then went over to Customer Service and let them straighten out our bill using the detailed shopping/coupon list we always prepare for each shopping trip. I have never had Customer Service balk at giving me credit for a missed coupon. Our preference is always for the older more experienced cashiers when selecting a check-out lane. We also take a quick count of our coupons before giving them to the cashier and then check the receipt for the correct count before leaving the store. If they do not match, we find the discrepancies and take it to Customer Service.
Hi, I’m the writer of this question. Thank you all so much for sharing your experiences, they’ve really helped me out on how to deal with this in the future.
I wanted to clarify a few things. I don’t just mean that there are a ‘few’ other cashiers at my Publix that are nightmares, I mean EVERY other cashier besides the wonderful woman I spoke of in the post are nightmares.
There is always only 1-2 cashiers on duty when I check out. If my usual cashier is not there/on break, I have no choice but to go to one of these cashiers.
They are all younger females who act like they could care less to be there, perhaps 18 or so years old. Some of them don’t say a word to me the whole time, or sigh or huff and puff when I hand them coupons. Others mumble under their breath when they see I have coupons. It’s very embarrassing and intimidating to me. ‘Where shopping is a pleasure’ goes right out the door with these cashiers.
I don’t have the luxury of going to more than one store, going on different days, or going at different times. This is the only Publix I’m able to go to, ever…and I have to go there on a regular schedule. This is why I’m a bit intimidated by bringing this up to the cashier or manager….I need these people. I don’t want to piss them off or be known as the ‘difficult’ couponer.
I never use expired coupons or competitors they don’t take. I plan my trips about a week in advance, check, double check, and triple check before going. I have everything in a neat order and make sure to help the cashier with ringing up the items/coupons as easily as possible for them. I always make sure that there should be no problem with my coupons, yet I’m still treated like a criminal by these cashiers.
I’ve had even more horrible experiences from these cashiers since I submitted this question to IHeartPublix.
I also wanted to point out, that unlike a lot of you lovely ladies and gentlemen, I am younger (23), and heavily tattooed with stretched lobes. I’m not the ‘normal’ couponer.
So, on top of the static I get with being a couponer, I’m treated badly because of my appearance as well. Double whammy!
I live in an area that has about 5 Publix stores in a 8 mile radius..yes really! Winn Dixie is across the street from my Publix as well. I stopped going to my closest Publix because I was always questioned. When I went to two other specific Publix stores, I was treated so differently and the manager consistently WALKED ME OUT TO MY CAR:) I started going back to my “local” Publix a few months ago, and I have been astounded how eager they now are to help. They must have gotten the memo that they were rude. Now, I have several stores to choose from. Though I rarely shop at our Winn Dixie, it never fails that the manager and cashiers greet me as I walk in the door. I often feel guilty that I don’t shop there!
I believe that the store manager pretty much sets the tone of how any given Publix store responds to couponers. We only have 2 Publix stores within 10 miles of our home. One store is very coupon friendly and the other barely tolerates couponers. A cashier friend of mine who works at the un-friendly store told me that store management had several unpleasant meetings with the cashiers regarding coupons and that most of the cashiers are now afraid to accept any printed coupons or allow the stacking of store and manufacturer coupons. They often call over a manager or customer service rep who analysis every coupon in detail and looks for any excuse not to accept them. Some of the excuses they have given me for declining coupons include:
- Only one of each Publix Green/Yellow Flyer coupon per customer
- Any coupon that states “only one coupon per item” negates stacking (pretty much kills the stacking of store and manufacturer coupons)
- No coupon accepted if the coupon value is greater than the item price (no adjusting down the coupon value either)
- No leaving spare coupons on the shelf for other shoppers (employees have been instructed to search and destroy all coupons left on the shelves)
I challenged one Asst Manager who consistently refused to accept my coupons and she stated “Publix is not in business to lose money on grocery sales”. I reminded her that Publix is reimbursed by the manufacturer for all coupons including a small handling fee. She countered “well, we do not want our suppliers to lose money either”. I have called corporate and spoken with the store manager who was very nice and promised to speak with certain employees. However, the overall coupon un-friendlyness continues and I have completely stopped shopping there.
Isn’t that Publix manager breaking the Publix corporate policy?
I don’t just have a favorite cashier… I have a favorite Publix, which is further away from my house but worth the drive for just a more pleasant shopping trip. I’d say about 50% of the time the head cashier/office manager (not sure what her specific position is) is the person who rings us up. She is always polite, sweet to the children, and *BONUS POINTS* has been nice and non-judgemental when ringing up folks with WIC transactions.
I pretty much know her schedule (she works mornings) and shop at that time on purpose.
Keep praising the good cashier to management. Maybe mention sometime that you only shop when that cashier is working because you don’t have time to deal with the ones who do not understand what they are doing. Then, perhaps, the manager will begin to train his cashiers properly. At the Publixes I shop in Jonesville (Newberry), FL, and in Gainesville, FL, ALL the cashiers are scrupulously well-trained in dealing with coupons. They know couponing inside and out. I am so impressed with them. They are very organized and sharp as tacks. Newbies sometimes have trouble with the coupons, but at least they ALWAYS ask managers if they have any questions, and as a result, there are NEVER any problems. Proper training is key! Perhaps some managers are better teachers than others.