Management after 8 pm is not trained to confirm pricing errors and properly process refunds. I use my own experience from the past 10 days as an example. I purchased an item off the shelf, where the "small sales tag" indicated it was $1.99. I was charged $3.99. I went to the Customer Service counter, and an Assistant Manager claimed that, in fact, my purchase should have been charged at $4.29. I didn't know until going back home hours later it was 2/$5, or $2.50/each. So we were all wrong. I asked for a refund of the product - and was open about that savings from the Wal-Mart across the street at $2.50. A Customer Service person refunded my money in cash while I was trying to explain I used my credit card. Immediately after that I told him I used my credit card and that I had to receive a credit. He was annoyed - and so was I. In my view he was rude, and I'm sure in his view, I was rude. After me explaining the issue he tried to issue a credit - and it didn't work. He called the Assistant Manager on Duty. He could not make it happen. The Assistant Manager made offhand remakrs that there was something wrong with my chip card (which I had just used to purchase not only my return item but thirty-plus dollars of other merchandise). He finally told me "contact Capital One because they will not process returns on their credit cards from our store." I did that, and Captial One indicated to me that they had no indication of any activity from this merchant except the sale. I took the cash, which I will now have to take time to deposit into my bank account (it was a little over $4), to ensure that my using my credit card for all non-cash purchases "balances out." Interestingly enough, while I was walking away after the several failed "refunds," I heard the Assistant Manager say something to the Customer Service staff like this.. "oh, no, you can't process this as a void, but as a refund." No kidding. I was in retail for many years and learning how to credit part of a purchase is basic training. To add insult to injury, another Hy-Vee, within a mile, uses a different approach when there is an issue with sales markings - make the customer happy. that doesn't mean giving me a credit where none is due, but apologize for the mistake/confusion. I will admit I wasn't the nice guy - I was blunt that I wanted my money back b/c what they said wasn't what was on the shelf and across the street at wal-mart I could get it at the sale price. The other store (on Englewood) doesn't care. In fact, in the past, they have looked up and given me the sale price/Perks Points from the other store when the first store offerrs the sale/perks but doesn't have the merchandise in hand and I'm not offered a rain check option.
So know that this Hy-Vee is so dedicated to saving a penny here and there that it is okay to risk losing the business of at least one customer who spends approx $400/month. Happy for them. I'll drive the extra 1/2 mile to be treated as a customer who is wanted for his business - even if the prices are 1% higher on some items.
Being treated like a customer instead of a liar and/or a pain in the backside is worth it. If you should ever have a problem at the Prospect Hy-Vee, expect staff to have the default POV that they are right and you, the customer are wrong. Oh, and also expect they don't know how to credit your payment correctly - even in violation of their merchant agreement and your cardmember agreement. They simply don't care. That's their unspoken "commitment to service" - we are right, the customer is wrong, and we won't follow the rules either. read more