Dear Coupon Lovers, Are you ever treated differently?
I think Quizno's just ripped me off today because i used a coupon...I'm not really all that mad about it per se, but it has definitely piqued my curiousity now.Like, do you think people DO in fact receive worse service by using coupons? And if so, would it ever stop you from using one again - at least in that store?
I have no proof that we were discriminated against today, but my hunch said we did. Here's a timeline of what went down, and you can decide for yourself. It all started at the presentation of this coupon in question - a "buy 1 sub get another sub 1/2 off" deal:
- At sight of coupon, the owner rolls his eyes. I don't know that he is, indeed, the head honcho, but I doubt a cashier would care all that much since they're getting paid no matter what. He also looked pretty damn perturbed, like we were flailing it around in his face or something.
- He then lets out a deep sigh - And not a "I hate my life" kind either, but more like a "you cheap a$$ customer, you are worthless" type. I dunno, maybe I'm reading too much into it....or maybe he just found out he's not getting any tonight ;) At the exact same time he received the coupon.
- The owner then pretends he can't find the "coupon button". (as if we were the first to ever use it) Gimme a break, you know exactly what's going on.
- En route to our office, I notice the bags are fairly lighter than usual...at least when we come back from Subway every week (ooooohhh that's right, i just named your #1 competitor!)
- At the office my colleague unwraps his sub, puts it in his mouth, and then yells - "What the Fart!" (edited) Followed by a "That A$$hole gypped me!" Needless to say, he was expecting a bit more chicken in his chicken carbonara.
- I then double check mine, and realize there are only 4 wimpy meatballs in it :( After I'm done crying, I scarf it down in 2 minutes - instead of my usual 5. It tasted good, but for ordering the largest size on the menu, I'd expect at *least* 4 balls per 1/2 sub. A guy needs his meat! (wow, that really sounds bad.)
That doesn't mean I'm going to stop using them though, no siree. I wanna keep as much of my money as possible. I don't know about you, but I can endure a LOT for a discount. Even if it means not having sex....errrr, wait a sex. i mean sec. So that's not entirely accurate, but you get the point. A guy needs to save his hard earned money ;)
In fact, I may just need to form a committee to get to the bottom of this! The only way we'll figure out whether we're being treated unfairly is if we test this theory over and over again, and in different establishments. So the next time you go to use one, keep a sharp eye on the service you receive & report back to us. If we start noticing a negative trend here, I'll take it as far as i have to. After all, if WE don't stand up for our coupon lovers, who will?
Labels: coupons, in the real world
posted by J. Money at
9:02 AM
45 Comments:
I haven't noticed that because generally you present the coupon at the end, you order your sandwich and they start making it before you pay. I used to love quiznos but they went downhill a few years ago, which is when said sandwich lightening happened in our local stores. Mr M and his friends have nicknamed quiznos "bread" because that is all you get. A big hunk of bread with a little bit of filling. Sad, they were tasty. I think they're stiffing everyone in a bid to save money.
Great article! I have just become part of the coupon world myself and use them everywhere I can. I have yet to experienced what you have and on the flip, I have experienced the same quality of service from other Quizno's even without a coupon. Perhaps it is the quality of employees they hire? None the less, I stand up with you for coupon lovers. Keep up the clipping!!! Strength in numbers :)
Aren't Quiznos a franchise operation? In which case you may just be being ripped off by that franchisee. Interestingly, I found my local Chinese food place was doing the same thing... and this time without coupons. Suddenly she was regularly "forgetting" to add pints of fried rice and other small parts of the order. When you called in, she would be apologetic and promise to give it to you next time, only once I compared notes with my family that also went there, did we realize that this was not oversight but instead this had to be their little scam - to leave off some small part of the order, and save $$ by all the people who either didn't come back to complain or who didn't realized that it was missing. They also reduced portions and even the wantons had gotten smaller, sauces worse in quality, etc. I expect they'll go out of business soon - goodness knows we don't go there anymore!
Thanks for posting about this! I feel this way quite often. Mainly if I use coupons at the grocery store the cashiers will go through them so quickly and skip so many that I am tempted to just hand them over one at a time to ensure I get my proper discounts.
Frustrating! Especially since not being hostile about my coupons would ensure that I would continue shopping at that particular store/restaurant/ etc.
@Miss M - haha, SO TRUE. you do get mostly bread from that place...the funny part was that initially i told my co-worker i didn't want to go due to being unhappy w/ the store 2 years ago, but i thought i'd "give it another chance". joke's on me.
@Anonymous #1 - Strength in numbers for sure!
@Anonymous #2 - Yeah, I think they are a franchise operation. It probably does have something to do w/ the quality of employees or training given out as Anonymous #1 mentioned...and that chinese place is messed up! boy, if i found out all that info i'd be pretty hot. sneakiness will certainly get them in trouble down the road.
@Lisa - No problem, glad you enjoyed it :) I think service in general just needs to be upped, ESP these days. Of course, i'm pretty damn biased considering i manage a customer service team and see how horrible places are out there...one day we'll get it.
I had the EXACT same thing happen to me! The owner actually told me that he lost 2 dollars on the sandwich he sold me because of the coupon. He stated that he didn't know what corporate was thinking, and if they keep putting these things in the paper, he will have to shut his doors. I explained to the owner, that without this coupon, I would have never eaten at the Quiznos. I tried a sandwich a year ago, and didn't like it. Hadn't eaten there since. The workers were talking to each other about their personal business instead of taking care of me, the customer. It is in an inconvenient location (area of high crime) the hours are strange, and it costs more than Subway. However, since i got this coupon, I decided to give it, and them, another try. He was totally shocked.
Oh snap! Don't even get me started on Quiznos! I used to love me a toasty double cheese melt... then they took it off the menu and only offered the veggie sub. So I thought, ok I can live with this, except they skimp on the cheese and veggies... there's like nothing in that sandwich now! Plus the bread got skinnier and shorter (I ain't no fool) I now pay the same price for 4 inches of sandwich that I used to for 5.
On top of that, they don't put the veggie sub on the value menu, HELLO!?!?! there's no meat, how does it cost more than a turkey sub?
All those fancy new sandwiches they offer (sammies, flatbread pizzas etc), yeah there's no vegetarian options.
I got no love left for Quiznos. NONE.
I've never eaten at Quiznos 'cause it's expensive in Canada. They must charge an extra $3 over Subway just to toast the darn bun. If I wanted to spend that kind of dough on toasted buns I'd buy my own toaster. Now about he coupons - I just ignore staff who I perceive to treat me differently when I walk in with a killer coupon. It's my money after all. ;)
Yeppers! There are people who cringe when they see me coming... then they try the "you can't use this coupon with this" and I say "fine, take X item off my order then" and wouldn't you know, the coupon magically works!!!! Imagine that! The thing is, cashiers roll their eyes at you too... and they make their snide remarks or look at another cashier... do what you want, you offer to take coupons or put the coupons out... I am following the rules - jerks! haha - great post
I've wondered the same thing a time or two. Whenever I have a Chiptole coupon I always feel like they put half the meat or cheese in my burrito. Its some evil conspiracy all the restaurants use.
I have experienced the same thing at the same franchise. We only go to quiznos (or subway for that matter) when we have a coupon because it just isnt that great around here.
The last time we went, we had the same coupon, and the staff was less than anxious to please. When we asked for this or that, they said, "We are out of those" or "all we have is this here" very unenthusiastically. They said they were out of chicken for crying out loud.
But at the same time, I have found food and service quality where I live has gone down drastically in the past year so we get horrible service at nearly every food place we go regardless of if we have a coupon or not. I do agree that the coupon is an unwelcomed visitor when looking from the other side, and they will try and shame you into not using them ;)
One more thing, I agree with jpkittie in that cashiers will roll their eyes too. I guess the company shoves that loyalty crap in peoples faces no matter where you work or cashiers do it because it takes more work, who knows.
My mother-in-law came back from Wal-Mart once and was extremely PO'd come to find out the cashier had a huge attitude about taking her coupons and my mo-in-law felt guilty and said something like "when you have lots of kids, coupons really help with money" and the cashier said, "there are jobs you can work from home"
Needless to say, things didnt end well for that cashier.
We get the same eye-roll when price matching too
I thought that Quiznos makes you pay ATFER you put the sub together. Did they reverse the order recently?
I'm sure they are downgrading how much meat they use...they used to weigh it, i wonder if the weight limit is lower now?
Also, since they are competing with Subway for the 5 dollar deal, and they obviously use a little better quality ingredients, I bet they skimp a lot more to minimize losses.
And, happy to say I've never experienced anything like that. but one time I won a couple for a free burger from a local diner, I called to order out and get my free burger. they told me it was a coupon for "dine in only"!! WTF!
I literally don't buy anything WITHOUT coupons - be it groceries or eating out/etc. I'd say I get your "Quizno's scenario" about 50% of the time. The other times I have the cashiers cheering me on. I always try to be super nice about it, but even still, you just can't please some people. Only once have I had such a bad experience using a coupon that I wouldn't go back to the store - and that was at Jack in the Box. It was the first time I had gone there, and I will never go back.
What the? Is that manager stupid? :)
True story. I worked at a restaurant, and there wasn't all the high of a profit margin. If we didn't get enough non-coupon business that day (and it was fairly slow w/ the economy) we didn't turn much of a profit. So, my manger (who owned the store) would get rather upset when he saw the "buy one get one free" coupons. I would get a bit frustrated because if he doesn't turn a profit he can't pay his employees. I suppose it does affect the quality of your food on subconscious level as well. I'd never purposely skip on a person's food, but I'm not going to double check that you get a good portion either, you know?
I hate when places do this. If I am using a coupon, perhaps it is for something I have never tried before. Maybe I am a new customer. Maybe if I like the service or the new item, I will continue to come back. And just MAYBE if I like it enough, I will come back WITHOUT coupons. But if they act like that, I just wouldn't go back. I had a bad experience at a place 8 years ago where service was horrible and I guess I was just supposed to deal with it. Well, I can't say how much money they are making, but I can say, whatever their profits are, they are not making it from me.
Seems like they want it both ways. They want the increased business that a coupon brings in, but they don't want the reduced revenue per customer that goes along with it.
The way I look at it is that stores should expect that there will be a portion of coupon users that they won't make money off of. That's those who come in to the example that Kaitlyn used, where they buy one meal and get the second free. Chances are the restaurant isn't making money off of you. I'm not ripping on those people because I've in fact done that many a time.
But what these businesses need to realize is that there are other customers that will use coupons but that they'll make money from. For example, people might buy a meal and get another free, but then have four drinks from the bar, or dessert. Someone buying Quizno's might get some chips or cookies or drinks.
I think it's outrageous for people to treat customers bad that use coupons. If done right, they do what they're supposed to do: entice customers to spend and increase sales. Not every customer is a moneymaker, but if they want those that are, they should not treat the people that are 'break-evens' any differently. It's a part of doing business.
well, they're a franchise, right? I would complaint to corporate and you'll probably get an apology and some free coupons or something.
I had a similar experience at a quiznos where the owner would not honor the coupon but gave me $2 off.
Later on a finance blog (forget which one), I read that the Quiznos corporate headquarters sometimes launch promotions like 'buy one get one free', but refuses to reimburse the franchisees, so it's a loss for the franchisee owner.
Not 100% sure this is true though.
I have encountered this, b/c of that I generally wait until it is time to pay to present my coupon, then my sandwich or latte or whatever is already made ans just inches from my hands
To overreact equally, in turn, you should file with the Better Business Bureau until they promise to give you a free sammich.
Also, I have noticed poor service at restaurants while using coupons. When I worked at McDonald's as a teenager I know that the people there hated coupon customers. So I think your assessment of this situation is correct.
Do you Mrs. J money do the coupon thing at grocery stores to save money?
One thing I've heard about Quiznos corporate is that they issue coupons without reimbursing stores in any way for honoring them. Lots of companies will eat half of the coupon's cost or whatever. So it makes more sense why this would happen at Quiznos vs. stores with better corporate offices.
We do use some coupons here and there, but we usually just buy things that are already on sale. In fact, 99% of my clothes came from some sort of sales ;) which is good, cuz i usually don't like the cheaply made stuff...
But anyways, I really didn't mean this to be a rag on Quizno's in particular (although i still wouldn't frequent them anytime soon), but rather on the declining service in general that us coupon'rs are getting these days. $hit, regardless of coupons even, businesses should be delighted as hell to see some customers walking through their doors! One wrong impression and you can lose a customer for life...or even see a blog post sprout up about it ;)
Rolling of the eyes & bitchiness should be directed at other areas in life, not when someone's happily forking money over to you...
I had twins 9 months ago and since then I have been a coupon addict. I seriously try not to buy something unless I can find a coupon or print one from the manufacturer's website. I can usually save 30 - 36% off my bill. I'm getting better with saving money every time I shop. I have experienced TERRIBLE cashiers who act like this coupon money is coming out of THEIR pocket! The worst places are Walmart and the grocery store (giant). Usually the cashier is quick and careless with the coupons... drops them...some don't scan (even when I have THE correct product - I've learned to read carefully) and then if they don't scan right they have already scanned five other coupons and they are not sure which one worked or not. So I have learned to go to the grocery store in a good mood, be patient, allow extra time, and scan those darn coupons by handing the cashier one at a time. I also try to be overly friendly but persistent about coupons even if they don't scan. I also have had cashiers (who usually can't speak english very well) talk about me to the manager as if I wasn't there. They insinuate that I am stupid because I am explaining why the extra $1 off coupon won't work because the matching coupon didn't scan right - long complicated story inserted here. I am a college graduate and I will admit when I'm wrong but if you, the cashier, don't understand what your grocery store is offering then you, the cashier, should shut up. I was so upset by this that I went to the manager after leaving the check out area and just told my story (of course, being emotional, I cried - hey what can I say). I didn't want anything free, I just wanted to be respected as someone who spends at least $100 a week in that grocery store. So the manager understood and offered me free things - I just wanted what was coming to me - a coupons from the register for purchasing the items and money for bringing my own bags. I think I made an impression because I find the cashiers much friendlier. Of course, I avoid Itala's check out now but I hope she doesn't treat others the same way because Giant will lose customers.
Ok I'm getting off my soapbox now but this is something that really strikes a chord with me. So yes, I agree that cashiers/owners/whatever treat you differently with coupons.
Though I havent used coupons for food in a long time (there are no coupons for bulk items, fruits, veggies and fish!), I do use them for other goods and havent had a problem with it yet. Usually, the cashiers smile and just ring it up. Sorry, you had a lousy time with it!
I really don't care what people think of me for using coupons. That being said, sometimes I do get worse service...but who is to say that I would have gotten better without using a coupon. Maybe that same person treats all customers rotten? I think that something this recession should teach every business out there: value any customer that walks in the door whether they use a coupon or not. Why? Even though I use coupons sometimes I buy products that I can't use a coupon on like milk or bananas. In terms of restaurants they are the ones putting the coupons out! Grocery stores get 100% of the coupon value back therefore they should be happy that we are using them. Perhaps I would not have spent any money at their store if it weren't for a coupon. And just once in a while, like yesterday where I have 11 items and coupons on those 11 items a young checkout clerk will smile in amazement and say jealously, boy, where did you get all these great coupons? That made my day.
Pizza places are hot on coupons in NZ, but we noticed that when we ever bought pizza using a voucher, it was smaller (and usually less filled with stuff on top...and cut sloppily) than when we paid full price.
I know what you mean. I totally agree. They are just jealous that we are saving money.
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What a PITA! F*** Quizno's!
I definitely try to use coupons after receiving my item when possible. Can't remember if that's possible at Quizno's. Haven't eaten there in years, and the last time was because I was desperate in Dublin. (Irish food sucks more.)
@Lori - Woah, that is insane! I mean, I guess it sucks to have to scan in a whole bunch of coupons or something by the cashier, but whatever it's THEIR JOB. As a customer service manager, I get yelled out, cursed out, threatened (rarely, but it happens). But you know what? that's my job, and if i can't help them i'll at least listen to them bitch me out ;) It's unfortunate you have to go to a manager, but good for you. There are hundreds of coupon users that visit stores, especially grocery ones, so it's in their best interests that their employees are treating everyone fairly. Thx for commenting :)
@Carla - Well that's good to hear :) Def. glad it all works out for you! if you figure out the secret, just holler. haha...
@Cheapchick - "Maybe that same person treats all customers rotten?" indeed! sad, but def. a possibility. I think businesses should be double checking their customer service time over time these days.
@eemusings - All the way from NZ eh?! Awesome, thanks for stopping by and dropping a comment :)
@Rachel - Awesome, thanks girl I'll check it out.
@Mike - Nah, Quizno's makes you pay first before getting the meal, at least at the one i just hit up. You're right in that it woudl make it easier to catch if you presented the coupon at the end of the transaction. maybe they already caught on ;)
I'm a huge lover of coupons! I even get teased about it from my friends. I've never gotten bad service from any establishment when I have used a coupon, the only thing I need to do is watch the cashiers at the grocery store to make sure they ring them all through. Other than that little thing, folks are generally happy to get a coupon as far as I can tell.
It happens all the time and honestly, it perplexes me. why do companies come up with coupons if the actual vendors are going to be a-holes when it comes time to using them. People sigh and get difficult when you say "Hey, I think I have a coupon for this!". Mind you, the people behind the counter doing the cashier jobs probably would use coupons if they made the extra effort to hold onto them. Im going to go through the clipper magazine immediately just to spite myself.
I don't bother using coupons for fast food places - they all have that "at participating restaurants" disclaimer, and the staff always hide behind that. I say "hide" because it seems to take an awful lot of background discussion between cashier and manager to come up with that excuse.
Oh yes I get the attitude sometimes. When they pull the "I can't find the coupon button" I pull the "where the hell is my wallet" walk out of the place.
My supermarket is fine with my coupons. I go to the same few people so I've turned it into a game for them. When I hit 50% of my grocery bill in coupons the guy behind the counter high-fived me and said he wished all of his customers were as fun as I was. We call it the Supermaket Steal. Now everyone wants to play.
dude, you are my new best friend!!! haha....that 50% off game is genius, and freakin' hilarious :) i can only imagine what happens if you get 75% off! (bow chicka wha wha...)
I'm scheming to surpass the 50% mark. My best friend in Atlanta also plays long distance with me. We compare receipts.
My mother looks at me sideways when I drop some of the "free" stuff I get from the supermarket off at her house. She says she's waiting for the day that the cops come knocking at her door because I secretly shoplifted from the supermarket.
I keep telling her it's LEGAL to stack AND double coupons at this particular grocery store.
Either way, I'm too cute for jail. :)
The only place I've had this happen is Quizno's. Amidst huge signs saying, "present coupon before ordering", I went in recently (for the first time ever) with a coupon. They had to have a mini-manager's meeting to decide to honor the coupon. They chose to honor it (it was a buy a combo, get a sandwich free), but the portions were soo teeny-tiny that it was a joke. We won't be back.
I recently posted about a whole battle of wills I had with a CVS employee who was mistaken about their coupon policy and was vehemently attempting to save the store money. Funny how the register clerks will sometimes seem so determined to "save" the company and manufacturers from their own marketing techniques... It took another clerk *and* the manager to set him straight.
The poor customer service will make me less willing to go back to the store, but not to give up coupons. I can save too much money by paying attention and using them strategically to be intimidated by a little clerk reticence.
I've gotten the same thing from Quizno's! I ordered a Soda with my sub and the cashier(owner?) said, "You sure you can afford that?"
WTF! that is wrong, i can't believe they said that to you...wow....i *really* hope some Quizno's corporate folk understand what's going on around the stores, i'm sure they wouldn't be pleased :(
Some places require you to present the coupon first, before ordering. I once used a coupon that was so good the employee had to call a manager over to approve it. After asking where i got it she then asked the manager is she was able to use the same coupon. I bet the coupon (and answers) made me get better service.
I am laughing so hard my belly hurts! So true! I have a nemisis at my local Walgreens who tries to find every way possible not to take my coupons.
oh, i bet they loooooove seeing you walk in there ;)
yeah,They had to have a mini-manager's meeting to decide to honor the coupon.I think that something this recession should teach every business out there: value any customer that walks in the door whether they use a coupon or not.
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