Boots (the chemist) sales staff not abiding by their own rules?

EmeraldEncrusted

Hi,

Not sure if this is the appropriate place to post. Apologies if it isn't.

I'm sure many of you are familiar with the boots advantage card mail shots that usually contain a number of "extra points" offers.

Well, I tried to use two of these coupons today but the sales assistant told me I could only use one of the coupons (not both)!!

The two coupons I tried to use were:

1) 350 points when you spend £40 or more.
2) Double points.

The small print on the reverse of coupon 1 states:

Coupon can be used in the same transaction as other coupons unless otherwise stated.

The small print on the reverse of coupon 2 states:

Coupon can be used in the same transaction as other coupons and offers but we only double your 4 points per £1 not promotional points awarded.

But the sales woman insisted that both coupons could NOT be used at the same time. I told her that I thought the terms and conditions meant only that the extra 350 points I received would not be doubled up, I even asked her just to try to scan it through to see if it would work, which she absolutely refused to do.

Even though it's a trifling amount we're talking about, I left feeling ripped off.

I don't understand why the sales assistant made such a big deal of not allowing both coupons to be used. It's not coming out of her own pocket and if Boots didn't want to honour it, then why offer it in the first place? Surely it's misleading to write one thing on the coupons and then do something else when you get to the till.

IMO, misleading advertising, bad marketing and PR!

Would someone please let me know if the sales assistant was right to refuse to scan both coupons and if not, is there anything I can do about it?

juno

I had 3 of those "£2 off selected hair brands" vouchers today and wanted to buy 3 hair products. The assistant said I couldn't use more than 1, so I made her put it through as 3 separate transactions.

She wasn't happy.

carolpinkdreamer

Perhaps you should have asked to speak to manager. If it's bothering you I'd pop back in and ask to speak to him/her. I'm sure they'll be a lot more helpful especially when you point out what the coupons said about being able to use them together. They'll be able to add points on to your card too.

carolpinkdreamer

juno wrote: »

I had 3 of those "£2 off selected hair brands" vouchers today and wanted to buy 3 hair products. The assistant said I couldn't use more than 1, so I made her put it through as 3 separate transactions.

She wasn't happy.

I worked at Boots for MANY years. She should have offered to put them through as three separate transactions as soon as she saw your vouchers. You're entitled to the discount. I HATE bad customer service!

haynick

I have always been able to use both coupons together (from the special mailings they send out). As stated ask to speak to the manager.

unholyangel

carolpinkdreamer wrote: »

I worked at Boots for MANY years. She should have offered to put them through as three separate transactions as soon as she saw your vouchers. You're entitled to the discount. I HATE bad customer service!

Actually that would depend on whether the voucher was a one per transaction or a one per customer basis.

I havent heard of anyone using the latter one in a while although you do still get that stipulation on some special offers (if they suspect a high demand - wii fits had that stipulation in argos). Last time i saw it personally used was about 3-4 years ago.

carolpinkdreamer

unholyangel wrote: »

Actually that would depend on whether the voucher was a one per transaction or a one per customer basis.

I havent heard of anyone using the latter one in a while although you do still get that stipulation on some special offers (if they suspect a high demand - wii fits had that stipulation in argos). Last time i saw it personally used was about 3-4 years ago.

Well to be honest I'd have still put it through as 3 separate transactions even if it did say one per customer. It's still money in the till whether it's from one person or 3, AND it's good for the customer that's standing in front of you.

unholyangel

carolpinkdreamer wrote: »

Well to be honest I'd have still put it through as 3 separate transactions even if it did say one per customer. It's still money in the till whether it's from one person or 3, AND it's good for the customer that's standing in front of you.

Very true plus conditions like "one per customer" usually just lead to friends buying it for you. There are ways around most voucher conditions

juno

unholyangel wrote: »

Actually that would depend on whether the voucher was a one per transaction or a one per customer basis.

I havent heard of anyone using the latter one in a while although you do still get that stipulation on some special offers (if they suspect a high demand - wii fits had that stipulation in argos). Last time i saw it personally used was about 3-4 years ago.

But if it was one per customer, the assistant should have politely explained that and then not done it at all.

unholyangel

juno wrote: »

But if it was one per customer, the assistant should have politely explained that and then not done it at all.

I know this, you know this. But theres probably also a clause saying its at the stores discretion? Then again it would depend on the staff member, some simply dont care enough or would be too shy to cause a scene!

C.Lightowler

Maybe the shop assistant was having a bad day and was just doing it to be difficult!