My Morning Phone Call with Rite Aid

After posting the Rite Aid policy changes last night and reading your comments on the post and Facebook, I thought I would take a moment and reach out to Eric, who works in Public Relations for Rite Aid. I was able to speak with him this morning, and thought I’d share with you some of what I learned.

Please note that this Q and A is a general recap of the conversation, not verbatim. Permission was obtained to share this information with you.

Q. What was the reasoning behind the new coupon policy changes?

A. It was Rite Aid’s response to a growing number of customer complaints that sale items were selling out too quickly. After careful consideration, these changes were made in an attempt to keep more stock on the shelves for other readers to take advantage of. This is the root cause for both the change to the buy one, get one free policy and the limiting of 4 like manufacturer’s coupons per day.

Q. Has the show Extreme Couponing impacted your stores in any way?

A. Rite Aid has definitely seen a surge in consumers’ interest in using coupons at their store, though they can’t pinpoint it to one event or show. Rite Aid’s goal has been to be transparent with their shoppers on coupon acceptance. This is why they were one of the first national chains to make their policy available on their website and notify us of changes. (Angela’s note: in fact, I had an email from Rite Aid in my inbox this morning announcing the new changes).

Q. Stock (or the lack thereof) is a big issue with my readers. What’s going on?

A. Rite Aid is very aware about this issue, and had a team gathering the complaints. The policy changes were made upon recommendation to address those complaints and keep more stock on the shelves. Individual stores also have the right to limit quantities where possible. Rite Aid can’t promise or state what future actions may be taken.  

Q. Is there anything else you’d like to relay to my readers about Rite Aid?

A. Thank you for your continued feedback. It is valued and appreciated, whether positive or negative. (Angela’s note: Rite Aid has a contact form available on their site as well as a Facebook page. I appreciate their willingness to hear from and work with us.)

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My Final Thoughts….

I want to thank Eric for taking the time to speak with me this morning about these issues, and his consideration of what I had to share. I also let Rite Aid know I am happy to work with them in any way possible to resolve the issue of stock, and chat with anyone from their team to offer my suggestions in an effort to help bridge the gap. Finally, I want you to know that I take your concerns to heart and am working to try and help find solutions.


Comments

  1. Beth says

    I’ve stopped trying to shop at Rite Aid since there are two in all of Vancouver, WA, and stock was a huge problem! So thankful they are listening. I wrote them twice with my frustrations, especially since rain checks are only good for 30 days and sometimes they wouldn’t be in stock that whole time. Anyway, thanks for your time talking to them.

    • arussell says

      Bottom line, Beth…they are listening. You are right! If there was anything I took away from the call this morning it was just that. They get that this is a big issue. The policy changes indicate to me that they are trying to find ways to address everyone’s concerns.

  2. says

    Thanks for sharing! I also agree that while stock has been at issue at Rite Aid, they seem to be addressing the issue and at least trying to come up with solutions to fix the problem. That alone will keep me a loyal Rite Aid shopper!

  3. Libby says

    I don’t mind the 4 coupon at all, I don’t think I’ve ever used more at a drugstore, but the BOGO sale changes seem more to discourage couponing. After all what would be the point of them if they are already limiting the coupon numbers? What I wish you had asked him is if Rite Aid in fact wants our business. I can’t speak for everyone but I feel like the extremeness of other shows has turned these stores off to couponers and they no longer want our business. I would want to let them know that I became a Rite Aid customer BECAUSE of couponing and that when I come in to the store for deals I DO in fact buy other things because I’m there whereas previously I’d have gone to Walmart or Winco for the item. I don’t want to be treated as a second class customer.

  4. Pam says

    Angela
    I appreciate your time and effort in trying to help us and RiteAid. I have been in touch with them as well as other numerous stores, trying to get them all to put in place a Pre-Pay/Pre-order option. It’s been a huge task and the only store willing to take it too heart is Walmart. THey want our business. They are working on options to pre-order, pay using our coupons as well. Nobody else seems to really care about the couponer and the “other” customers or casual coupon user. Pre-order/Pre-Pay is the best for all of us. (The Couponer/The joe average shopper & The Store.
    Maybe if we all tried to voice our concerns on the GOOD for all scenerios. They would listen a little more! = )

  5. Chip says

    I have NO problem with the changes including the BOGO…the fact that I can not combine the store sale and a manufacturer coupon so I can get them for free, isn’t a big deal for me. I don’t expect to get everything for free…heck, a BOGO still makes 2 of them half price.

  6. Janette says

    Thank you so much for keeping us well-informed of these changes, and to help us understand the reasoning behind it all. It’s so much easier to embrace any sort of change when we understand the “why”. I’m completely on board with the limits being imposed…a little less on board with not being able to use two “cents-off” coupons on a BOGO sale ;), but at the end of the day, Rite Aid has the right to implement whatever coupon policy they choose. I also have the right to shop wherever I like. In my personal experience, their customer service (and coupon-friendliness) is unmatched and that in itself holds an incredible amount of value. Thanks again, Angela!

  7. Robin says

    It seems illogical for them to limit sales in their store. After all, they receive money from the manufacturer for the coupons. What about forecasting sales and ordering more product! How about that for a solution. They need to hire a couponer to order their stock!

  8. Misty says

    I’m sure determined shoppers will just hit more than one store. They’re all over the place up here. Not sure if this will solve much.

  9. Robyn says

    Thanks Angela. I for one am happy that they are limiting the stock! I have almost stopped shopping there all together because I get so discouraged to go in and ALWAYS finding the stores SWEPT by noon on sunday. I understand the extreme couponing and the need to get everything for free, but the truth is they could never keep stock enough for everyone coming in and buying 20 or more of one item with as easy as it has become with online blogs that take the guesswork out of what I have done on my own for years. I dont think anyone really needs more than 4 of something and those that want it will be willing to go to more than one store, but at least that limits them to 8.
    The BOGO change is ok too. Manufacturers do want to make SOME money on an item and while this has been great for us couponers in the past…items I really NEED I will be happy to pay 50%.
    I wish that all couponers realized that when they sweep shelves ore take all of something it hurts others of us that just need a couple. They are the ones that have forced stores to change their policies. Greed.
    I have talked to Rite Aid on several occasions and I am happy they are trying to help EVERYONE not just an individual few. I am hoping that this helps us ALL so those like me won’t get so discouraged to repeatedly go into a store after hours of prep work and come out literally empty handed:)

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