Today, I made an unplanned trip to Dollar General. I had not looked at the ad, so I had no idea what was on sale. But, since I was in the area, I decided to grab a bunch of soda since today was a $5 off $30 coupon day. Chips were also on sale B2G1 for different brands. So, I stocked up on chips and soda.
I often stock up on chips and soda at Dollar General because of their frequent sales and the $5 off coupons. However, all of that changed today. After today, I may never shop at a Dollar General store!
After I left the store, I noticed the $5 coupon split and applied to every item on the receipt. However, I also realized that the sale price had not applied to my order. I went back in and after much back in forth with the cashier and then the manager, who was insistent that it was correct and that nothing could be done. I asked a number for management to make a complaint. Angi told me that she didn’t have one. When I probed, she said she said that it was in the book she had forgotten at home. She pointed to my receipt and told me that I could call the number on the survey. Ummm, yeah!
I calmly explained that as the manager, she had the ability to perform an over ride. She still wouldn’t budge. Angi, the manager tried several other excuses and then decided to refund me the difference like I’d asked her to do 15 minutes earlier. This took forever, because she punched every bar code into the machine by hand. I asked for the cashier, Julie, who was standing, watching, and doing nothing to get fifteen Sprite and fifteen Coca Cola for me to complete a second transaction. She continued standing and watching instead.
When my refund was finished, I asked if Angi was going to stand there and correct my second transaction of the thirty sodas if it didn’t work correctly, as she had sworn it was going to do. The manager, Angi, walked off. Julie, the cashier, asked me what soda I was talking about. I told her the ones I asked her to have ready for me to pay for when my refund was ready. Julie claimed she didn’t hear me, even though I said I wanted to do the transaction three times with both of them standing there and again asked her to get the soda for me. GREAT customer service!
The thirty Sprites and Coca Colas totaled $30, but the coupon would not redeem for an additional $5 off. Then they decided it must be $30.01 or higher for the coupon to work. They added something to the order, but the coupon still would not work! They tried several different coupons, nothing worked. The manager said she couldn’t do anything. I asked her why not, since a few minutes before she HAD given me the difference. She stood and glared at me. Finally, she looked at the receipt and said that the soda was discounted, so according to the coupon’s rules, I couldn’t use it since the soda was discounted. WHAT?!? Coupons can’t be used on sale items now. WOW!!!
By this time, I had been dealing with this garbage for 30 minutes. I asked what she was going to do. She again said there was nothing she could do. Others were coming in to work for a shift change. I suggested she ask for one of them to help her or call the other local store, so that I could pay for my sodas at the given sale price AND use the $5 off coupon. She just glared at me. I then volunteered that I had previously called the management team about coupon issues with this store and that I would be calling about her refusal to work with me on the issue. I also said that I was on Facebook and already filing a complaint with Facebook about the issues at the store. Again, I asked for a number for someone in management. She continued glaring at me and I said that it wasn’t a good business practice and asked her what she would do if there were an emergency at the store while she was on duty.
Julie, the cashier, took her cash register tray out, another cashier put hers in, and Julie began walking away. I asked if they were going to finish my transaction. She popped off that Angi had gone to the back to figure it out. I was on the left side of the check stand and she was already on the right side of the right check stand, yelling this at me. I calmly replied that it would have been nice if either of them had spoken to me about this before walking away and leaving me in line at the cash register. I moved out of the way so that the new cashier could take care of the next customer. Julie had walked back toward me and very sarcastically asked me what they should have said. I began with something along the lines of, “I’m sorry that I have to teach you your job in customer service. However, what you should have both said is, ‘Ma’am we’re going to go to the back and try to figure this out.” I pointed out that neither Angi nor she did anything other than walk away and leave me standing in line. She stormed off to the back.
I moved back out of the way and continued waiting for the manager to return from the office with a resolution to the problem. A few minutes later, a local police officer presented himself at the front doors of the store. Yep, being the professional that she is, Angi had called the police on me! I KNEW it too! I waved at him, smiled, and said, “I bet you’re here because of me” and invited him to come over and speak with me. He asked me to step outside to talk instead.
I was as cool as a cucumber, as I had nothing to be ashamed of or to hide, and had done nothing wrong. Once I walked out with him, I tried to explain what was going on, but Julie interrupted me and then Angi walked up and interrupted me as well. I asked both of them not to interrupt me that I’d be glad to let them talk after I finished. The officer told me that this was a civil issue and he was just there because he received a call. He did volunteer something regarding disturbing the peace when the manager started with a whole crock of lies. I did ask him if it looked like I was disturbing the peace when he walked in the store and he agreed that when he saw me that no, I was NOT disturbing the peace.
I pointed out to the officer that the manager hadn’t ever asked me to leave the store that she called the police while the cashier claimed the manager was trying to fix the issue. As soon as Angi, the manager who had no sort of phone number for me, started speaking, she handed me a card with the phone number for Customer Service. I just laughed and called her a liar to her face and explained to the officer why. He said not a word, either way.
I told them all that I would be glad to leave as soon as they removed all of the Dollar General merchandise from my car and issued me a refund. I explained that I have Multiple Sclerosis (MS and was parked in a handicapped parking with my tag hanging) and that I didn’t have the strength (true story) to keep loading and unloading the groceries that weren’t going home with me. Julie did unload the items, but asked that I watch so I wouldn’t later claim she had taken anything out of my car. SERIOUSLY! I don’t know how the cop kept a straight face! I asked if I could take his picture, too, but he asked me not to and even said please. J
After Julie, the cashier, retrieved all of my merchandise from the first horrid transaction, Angi told me to get in line for my refund. I burst out laughing. She called the cops because she wanted me to leave the store and then told me to go to the end of the line! I questioned if she was serious about wanting me to go and wait in line. YES! OMG, what kind of IMMATURE customer service I was on the WRONG end of today!!! If you had called the cops about a disruptive customer, would you have then told her to go back in your store and go to the end of the line??? I think that is clear evidence of what a true threat I must have been. The cop didn’t escort me back inside of anything.
After more than hour, I was finally leaving from my trip that should have taken me about ten to fifteen minutes and cost me around fifty dollars. Instead it cost me nothing and it cost Dollar General a very loyal customer who left behind around $75 worth of merchandise.
I have messaged ALL of this to Dollar General on Facebook as well as called the Customer Service number. The poor customer service agent who answered my call certainly got an earful this afternoon. Unlike those at the local store, she was very apologetic about the situation, and seemed to think that the coupon should have worked with my transaction. I should receive a call from upper management in the next one to two business days.
By the way, I don’t really think any other customers even realized what was going on. People continued coming and going, no one stopped to stare. I did apologize to the officer for having to come out on a call for a store manager not knowing how to do her job. I also apologized to the cashier who issued my refund. I’m sure she ended up putting my merchandise back on the shelf.
So, LONG, LONG story short, if you see me advertise Price Match these Dollar General ad items at Walmart for now on, you will know that there was no resolution to the treatment I received today at my local Dollar General here in Waynesville, Missouri.