A Consumer World reader, M.D., wrote to say that CVS shortchanged him recently when he went to purchase a pair of Dr. Scholl’s insoles after applying various coupons.
In particular, M.D.’s order included a Dr. Scholl’s product with a $21.49 regular price. He tendered two coupons: a $5-off Dr. Scholl’s manufacturer’s coupon and a CVS 50% off coupon on any one non-sale item. (To simplify this example, we are omitting CVS ExtraBucks credits, other account credits and sales tax that would otherwise apply in our consumer’s actual transaction.)
M.D. was expecting to get the Dr. Scholl’s insoles for around $5.74:
$21.49 Dr. Scholl’s regular price
-$10.75 50% off CVS coupon
$10.74 Price after 50% off
-$5.00 $5 manufacturer’s coupon
=================================
$ 5.74 net price
Instead, according to his receipt, he was charged $8.24:
$21.49 Dr. Scholl’s regular price
-$5.00 $5 manufacturer’s coupon
$16.49 Price after mfr. coupon deducted
-$ 8.25 50% off CVS coupon
==================================
$ 8.24 net price
The difference in those two totals is caused by the order in which the discounts were applied. If the percent-off discount is applied first followed by the deduction for the dollars-off coupon, the consumer comes out ahead and pays a lower price. If the dollars-off coupon is applied first followed by the percent-off discount, then the store comes out ahead and the consumer pays more. It’s simple math.
In our consumer’s example, CVS programmed its checkout system to use the second method saving it $2.50 on the transaction. It doesn’t matter the order the consumer presents the coupons to the checkout clerk because the checkout system juggles the order to the company’s benefit. And the CVS coupon policy says they can do just that:
*MOUSE PRINT:
CVS’ internal policy of ordering the coupons to its own benefit is not uncommon. Kohl’s, which offers percent-off and dollars-off coupons simultaneously,does it the same way — dollars-off coupons first, then percent-off coupons. The difference is that Kohl’s clearly discloses this method in their coupon acceptance policy and they don’t accept manufacturers’ coupons.
In our consumer’s particular case, there is an additional important distinction to be made. The $5 off coupon he presented was a manufacturer’s coupon and the 50% off coupon was a CVS one. We believe, as does M.D., that CVS should not get an extra benefit because the consumer also tendered a manufacturer’s coupon. They offered 50% off the regular full price of an item via their own coupon, and it was their obligation to do just that. Instead, contrary to the terms of the coupon, they only gave the consumer 50% off a reduced price.
If the consumer was savvy enough to use a manufacturer’s coupon to save more, good for him. After all, the store is getting that full $5 back from the manufacturer no matter what. Now, had both coupons been from CVS, there is a stronger argument to be made since both discounts were coming out of the store’s own pocket that the store can decide in what order they are applied.
We asked the PR folks at CVS to comment on this case, and whether they will change the company’s algorithm to apply a store coupon first when a manufacturer’s coupon is also tendered.
Their PR spokesperson’s reply in relevant part only restated the company’s policy:
As outlined in CVS Pharmacy’s coupon policy which is included both online and in each store, we reserve the right to process coupons in any order.
We think CVS missed an opportunity to stand back and re-evaluate its coupon acceptance policy to make it more fair for customers.
We reserve the right to process coupons in any order!?!?!???
Why can’t they say we process MFG coupons first before in store coupons instead.
The $5 manufacturers coupon should have been treated as cash. Shame on CVS.
CVS probably isn’t going to reconsider this because it is a low pressure issue that saves them money. A significant amount in this case.
It may have taken extra effort, but the customer could have maybe saved that $2.50 by pretending like he forgot his manufacturer’s coupon until after the order was processed and then requesting a refund, I’m not sure how CVS handles that.
An example of a store that doesn’t do this is Target. They apply coupons in a very generous manner and they base their coupons on the pre-discount price, so you could use a $5 off $50 coupon on an order that is only $46 after other coupons etc.
How does CVS process those two coupons in question?
Do they go in order in the way they are scanned so you could wind up with either the 5.74 price or the 8.24 price at the end or do they always count CVS in-store coupons last so you come to the 8.24 price all the time.
Richard… If you have been to CVS lately, you know when you tender coupons or ExtraBucks that their system goes into a “thinking” phase rather than instantly making a subtraction of the coupon’s value. So it appears their computers are making an evaluation of what has been tendered.
The manufacturer coupon should have definitely been treated as cash. This is truly unconscionable behavior by this company. A reputable company (such as Target, mentioned in another comment) would have applied the manufacturer coupon as cash. And another thought… I just picked a Dr. Scholl’s insole item on the CVS web site that is priced at $22.36, and compared it on the Target website where the everyday price is only $14.69. Between the higher prices and the coupon shenanigans, Target may end up being cheaper (even with the 50% off coupon at CVS).
CVS sucks. Shop at Walgreens instead. I used to work for CVS. They damage out (trash) all of the holiday foods the day after the holiday, stuff that is not expired and is perfectly consumable. Walgreens donates their holiday foods that are left and not expired after the holiday sales to food banks & homeless/women’s shelters. I will never shop CVS for any reason.
I bought a pricey ($68) medical gadget online from CVS to diagnose a problem I thought I had. I did not open the box, and after determining I did not need the item, returned it 2 days after receiving it. The manager made a point of telling me he would destroy the item. As if that would make me change my mind returning it? I told him that sounds stupid, why not donate it. Nope company policy. The item was still factory sealed. I found it odd and continued with the return. I stopped shopping at CVS after this event. This was in 2016.
They do the same to me. Therefore, I make sure I do not shop at CVS when I can go elsewhere. I have moved most of my Rx’s to OptuimRx because of this policy. They must think we are stupid and passive. I’m a Georgia Tech grad and was taught well at Tech.
They have lost a lot of business from my family.
Yes,CVS did this to me.Still,they do offer a lot of bonus coupons,more than Walgreens.The major problem with CVS is that their regular prices are so high.Only buy what is on sale with promotional coupons.
Add that to the fact CVS prices are about 40-60% higher than everywhere else. Chances are he could’ve gotten the same item cheaper than the full after coupon price elsewhere without the hassle
Does rieteaid handle this the same way?
The marketing department at CVS keeps coming up with ways to make you think you’re getting a good deal, when many times it’s mediocre at best. It may be legal, but is it proper to treat customers this way? Most people probably don’t even notice the order in which the coupons are applied (when I explained this to my sister she pulled out her old CVS receipts and couldn’t believe how she had fallen for this). I’ve already moved my prescriptions to a grocery store chain that is known for its great customer service. They are very friendly and I never have to wait in a line. I just try to avoid CVS now whenever possible.
Given the CVS policy, the only way to beat them on this would be to buy 1 of the item with the 50% off deal. Check out and go to the car. Then turn around and go back in with the $5.00 off and get a second item. That way you get the full value from both coupons.
That makes no sense. You may get full value from both coupons, but you pay full price for the second item less only the $5 off. If you needed 2 of the item you could just purchase both in the same transaction, using both coupons. You don’t need to go to the car and come back.
That’s only if they let you use both in one transaction. Even if you bought the two units. I have actually had to do that in a grocery store. And knowing CVS policy, I would be surprised if they let you use both in one transaction.
It’s been a very long time since CVS actually lived up to its original name, what the letters stood for – “Consumer Value Stores”.
This is slightly different situation, but I once tried to use a percent off coupon at CVS on an item that was BOGO; however, I only wanted one item. Since with a BOGO sale the customer is not obligated to buy a second item at half price, I wanted to buy just the one item at full price, and use the percent off coupon on it. They refused saying the item was technically on sale. Considering they would have charged me full price for one item, I don’t see how that one item is on sale.
In your state, do buy one get one free items both ring up at half price or does the first item ring up at full price and the second item rings up at $0? If the first item rings up at full price, then they should let you use that coupon. In fact they should just scan the merchandise and then scan the coupon and let the computer figure it out. I can’t believe that the cashier became so involved in deciding what was allowed and what was not.
Sorry. I meant to say it was Buy One, Get One @ 50% off. That means I would have had to pay full-price for the first item, and half-price for the second item, but I was not required to buy a second item. The computer would not allow the percent off coupon, even though I was just buying one item at full-price. The cashier even called over a manager who explained that the item was considered “on sale” because of the 50% off a second item offer. I hope that makes sense.
I’ve done that before with no problem (it was for 40% off of a single item at full price). The deal says that it’s a percentage off of a full priced item. If you buy one item at full price then the coupon should work.