CHAT TRANSCRIPT: Big coupon changes at Kroger
Do you use coupons at Kroger? There are big changes on the horizon. As we reported Monday, Kroger will soon no longer honor double and triple coupon amounts. Do you have questions about the policy changes? Below is a transcript of a live chat we held with Super Saver Erin Libranda and Kroger Public Relations Manager Kristal Howard.
Tuesday March 29, 2011
4:55 KTRK: Our chat will begin right after Patricia Lopez's story that's on ABC13 right now. day March 29, 2011
:59 KTRK: Our live chat is now underway. Ask your questions for Erin Libranda. Kristal will join us momentarily.
Tuesday March 29, 2011 4:59 KTRK
4:59 [Comment From laurenlauren: ]
Why does Kroger think that people that do not use coupons will even bother with electronic coupons? If only 7% of people take advantage of the doubling/tripling, then what is the big deal?
Tuesday March 29, 2011 4:59 lauren
4:59 Erin Libranda: it is my understanding that they still want to help people save money and everything is being moved to e-coupons
Tuesday March 29, 2011 4:59 Erin Libranda
5:00 [Comment From carmelcarmel: ]
so they will honor the single face value on coupons but are they still going to limit the coupons per product also? at my kroger store it's 3 per item
Tuesday March 29, 2011 5:00 carmel
5:01 Erin Libranda: they have not mentioned this yes, but my guess is that they will keep it at the three like
Tuesday March 29, 2011 5:01 Erin Libranda
5:01 Kristal Howard - Kroger Rep: Lauren - as print newspapers circulation continue to dwindle, print coupon usage is declining and the trend is moving to e-coupons and mobile apps. Though 7% utilize double triple it's still a costly program for us each month
Tuesday March 29, 2011 5:01 Kristal Howard - Kroger Rep
5:01 [Comment From JoelJoel: ]
Does this apply to Bryan/College Station Krogers? All Krogers?
Tuesday March 29, 2011 5:01 Joel
5:02 Erin Libranda: Joel, there is an entire list of cities that this will include, a link will be posted momentarily
Tuesday March 29, 2011 5:02 Erin Libranda
5:03 Kristal Howard - Kroger Rep: Carmel - there is one coupon per like item however you can purchase multiples of one item and apply a coupon to each.
Tuesday March 29, 2011 5:03 Kristal Howard - Kroger Rep
5:03 [Comment From Christy StClairChristy StClair: ]
What about those that don't have access to a computer or smart phones?
Tuesday March 29, 2011 5:03 Christy StClair
5:04 Erin Libranda: Christy, you will still be able to use paper coupons, but the e-coupons are just another option
Tuesday March 29, 2011 5:04 Erin Libranda
5:04 Kristal Howard - Kroger Rep: Joel -it applies to Greater Houston stores excluding the three in Bryan-CS
Tuesday March 29, 2011 5:04 Kristal Howard - Kroger Rep
5:05 [Comment From LauraLaura: ]
so what if you have a paper coupon and a ecoupon can you still use both
Tuesday March 29, 2011 5:05 Laura
5:05 Erin Libranda: no Laura, the e-coupon will come off first, then if you have a second of the same item the paper coupon can be used
Tuesday March 29, 2011 5:05 Erin Libranda
5:05 [Comment From ElainaElaina: ]
What about stacking coupons? Will that be allowed?
Tuesday March 29, 2011 5:05 Elaina
5:05 Kristal Howard - Kroger Rep: Will still accept print manufacturer coupons, Catalina coupons, store/Kroger coupons that do not require access to a computer
Tuesday March 29, 2011 5:05 Kristal Howard - Kroger Rep
5:06 Erin Libranda: no more stacking, if you have an e-coupon loaded it will come off and the register won't allow the paper coupon through
Tuesday March 29, 2011 5:06 Erin Libranda
5:06 [Comment From kymirakymira: ]
What about seniors on fixed incomes who don't have internet access and smartphones?
Tuesday March 29, 2011 5:06 kymira
5:06 Erin Libranda: Kroger still offers a senior discount of 10% every day on all of their brand items
Tuesday March 29, 2011 5:06 Erin Libranda
5:07 [Comment From Denise KnoxDenise Knox: ]
Kristal 7% seems to be such a small number compared to cost to run the program that Kroger keeps mentioning, any insite on this?
Tuesday March 29, 2011 5:07 Denise Knox
5:07 Kristal Howard - Kroger Rep: Laura, however you can still combine a Kroger store coupon and a manufacturer coupon
Tuesday March 29, 2011 5:07 Kristal Howard - Kroger Rep
5:07 [Comment From DJDJ: ]
So are your prices going to be more competitive than they are now? Since we can't d/t? Truly, that is one of the main reasons I started shopping at Kroger. I have a Walmart across the street.
Tuesday March 29, 2011 5:07 DJ
5:08 [Comment From DeeDee: ]
How often will Kroger run coupon specials like you guys offered in September 2009, where we were able to double up to $1.00
Tuesday March 29, 2011 5:08 Dee
5:08 Kristal Howard - Kroger Rep: Kymira, if you're not registered for the discount, please see your cashier to enroll in the everyday 10% discount for seniors
Tuesday March 29, 2011 5:08 Kristal Howard - Kroger Rep
5:08 Erin Libranda: Kroger will continue with the home mailer coupons. Make sure you call the number on your card and ask to get on the mailing list for coupons and offers
Tuesday March 29, 2011 5:08 Erin Libranda
5:09 [Comment From LisaLisa: ]
Again, asking why are you targeting Houston area only?
Tuesday March 29, 2011 5:09 Lisa
5:09 Kristal Howard - Kroger Rep: Denise, it's a costly investment to execute the program each month and we've decided to invest those resources into lowering more prices and additional savings programs
Tuesday March 29, 2011 5:09 Kristal Howard - Kroger Rep
5:10 [Comment From MollyMolly: ]
I am a senior citizen, how do I alert the cashier to my 10% savings?
Tuesday March 29, 2011 5:10 Molly
5:10 Kristal Howard - Kroger Rep: DJ, you will continue to see lower prices across the board in our stores in each department
Tuesday March 29, 2011 5:10 Kristal Howard - Kroger Rep
5:10 Erin Libranda: Molly, you need to call the number on your card and tell them to add it to your account
Tuesday March 29, 2011 5:10 Erin Libranda
5:12 Kristal Howard - Kroger Rep: Dee, throughout the year we offer special deals and money saving ops like Mega Events, P & G, Cart Busters, etc. We will continue to offer these.
Tuesday March 29, 2011 5:12 Kristal Howard - Kroger Rep
5:14 Kristal Howard - Kroger Rep: Lisa, as you may or may not know, Houston is an extremely competitive market and we are going to be offering a new program on April 13 that appeals to a greater number of shoppers. This program will be special to the Houston market of our SW Division.
Tuesday March 29, 2011 5:14 Kristal Howard - Kroger Rep
5:14 [Comment From GuestGuest: ]
But isn't the Senior Discount only on Kroger brand items?
Tuesday March 29, 2011 5:14 Guest
5:15 Erin Libranda: yes, the senior discount is only on Kroger and Private Selection items
Tuesday March 29, 2011 5:15 Erin Libranda
5:15 [Comment From dealzdealz: ]
What is the cost of this new program - not seeing there is any cost? Can you elaborate?
Tuesday March 29, 2011 5:15 dealz
5:15 Kristal Howard - Kroger Rep: Molly, have you linked your card? The savings apply on Kroger brand items only and the savings should automatically come off at the register. If not, see your cashier or the customer service manager.
Tuesday March 29, 2011 5:15 Kristal Howard - Kroger Rep
5:16 [Comment From MollyMolly: ]
Will we be able to print out this transcript for future reference at the end of the broadcast?
Tuesday March 29, 2011 5:16 Molly 5:16 Kristal Howard - Kroger Rep: Dealz, we have not released any info about that program yet.
Tuesday March 29, 2011 5:16 Kristal Howard - Kroger Rep
5:16 Erin Libranda: yes, it will be available online
Tuesday March 29, 2011 5:16 Erin Libranda
5:16 [Comment From aliciaalicia: ]
If the new program doesnt work out any chance they will bring back d/t cpns?
Tuesday March 29, 2011 5:16 alicia
5:17 [Comment From kymirakymira: ]
How can I get on the mailing list for food coupons? My next door neighbor got food coupons and 5.00 off 50.00. Mine were all for general merchandise like 10.00 off a 99.00 grill.
Tuesday March 29, 2011 5:17 kymira
5:17 Erin Libranda: Kymira you need to call the number on your Kroger card and ask to be put on the mailing list for coupons
Tuesday March 29, 2011 5:17 Erin Libranda
5:17 [Comment From TammyTammy: ]
when is the d/t stopping?
Tuesday March 29, 2011 5:17 Tammy
5:17 Erin Libranda: Tammy, it ends April 13th
Tuesday March 29, 2011 5:17 Erin Libranda
5:17 Kristal Howard - Kroger Rep: Alicia, we are always reviewing programs and listening to customer feedback. There's the chance we may host a special double/triple shopping event on occasion.
Tuesday March 29, 2011 5:17 Kristal Howard - Kroger Rep
5:18 [Comment From MonicaMonica: ]
Kristal, does Kroger feel that the loss of business versus the cost of tripling a coupon for very few items is really worth it?
Tuesday March 29, 2011 5:18 Monica
5:18 [Comment From ReneeRenee: ]
How far does "Houston area" extend?
Tuesday March 29, 2011 5:18 Renee
5:19 Kristal Howard - Kroger Rep: Monica, as I shared with another poster earlier, the program is quite costly to execute and Kroger absorbs the costs associated with doubling/tripling and not the manufacturer.
Tuesday March 29, 2011 5:19 Kristal Howard - Kroger Rep
5:19 Kristal Howard - Kroger Rep: Renee, 104 stores in the Greater Hou area will implement the new policy.
Tuesday March 29, 2011 5:19 Kristal Howard - Kroger Rep
5:20 Kristal Howard - Kroger Rep: To ensure you're on our mailing list to receive coupons tailored to your shopping needs, please ensure your address is linked to your Kroger Plus card.
Tuesday March 29, 2011 5:20 Kristal Howard - Kroger Rep
5:21 Erin Libranda: Tammy, yes Galveston is on the list
Tuesday March 29, 2011 5:21 Erin Libranda
5:22 [Comment From Valerie BrennanValerie Brennan: ]
When will we hear about the next program?
Tuesday March 29, 2011 5:22 Valerie Brennan
5:22 Kristal Howard - Kroger Rep: Valerie, on April 13
Tuesday March 29, 2011 5:22 Kristal Howard - Kroger Rep
5:22 [Comment From JoJo: ]
Some of the Qs say "no double/triple" ... the manufacturer NEVER pays the store on the redemption of some of those?
Tuesday March 29, 2011 5:22 Jo
5:22 Kristal Howard - Kroger Rep: Through various money-saving programs linked to the Kroger Plus card, including the everyday 10% senior discount for shoppers who are 59 and older, fuel rewards, our wine “Pick 6” 10% discount and generic drug pricing ($4/30-day supply and $10/90-day supply) we offer a variety of ways to save.
Tuesday March 29, 2011 5:22 Kristal Howard - Kroger Rep
5:23 Erin Libranda: you are correct Jo, the stores eat the cost on those and anything over face value
Tuesday March 29, 2011 5:23 Erin Libranda
5:23 [Comment From AngelaAngela: ]
Is this a nation wide policy?
Tuesday March 29, 2011 5:23 Angela
5:24 Erin Libranda: Angela, as of now it is only Houston and surrounding areas
Tuesday March 29, 2011 5:24 Erin Libranda
5:25 [Comment From ReneeRenee: ]
How was it determined for Houston to be first?
Tuesday March 29, 2011 5:25 Renee
5:25 Kristal Howard - Kroger Rep: Jo, we will still continue to accept coupons at face value and legitimate free coupons. With more manufacturers producing coupons valued over .50 there is still a great opportunity to redeem those at Kroger.
Tuesday March 29, 2011 5:25 Kristal Howard - Kroger Rep
5:26 [Comment From ShannaShanna: ]
Why not compromise and make the d/t coupons once a week. Not all of us fall into the Senior Discount, perscription drug catagory. As a matter of fact, that really is a program that benefits seniors more than 30 somethings with kids
Tuesday March 29, 2011 5:26 Shanna
5:26 Kristal Howard - Kroger Rep: Angela, no. Kroger operates 18 divisions and we all offer unique money-savings program. Houston is part of the southwest division.
Tuesday March 29, 2011 5:26 Kristal Howard - Kroger Rep
5:26 [Comment From PatPat: ]
Why not just eliminate d/t for all but the first coupon for multiple purchases instead of scrapping everything? Extreme couponers might not be happy, but they are only a minority if shoppers at Kroger
Tuesday March 29, 2011 5:26 Pat
5:27 Kristal Howard - Kroger Rep: Shanna, thanks for your input. There's always the chance we will host special double/triple shopping events throughout the year.
Tuesday March 29, 2011 5:27 Kristal Howard - Kroger Rep
5:28 [Comment From SusanSusan: ]
Kristal, it seems like you are "screening" the questions...why not let people tell you how they really feel, sans the foul language of course.
Tuesday March 29, 2011 5:28 Susan
5:29 KTRK: Susan, Thanks for your input. We are getting many questions on the topic. We're trying to get to as many as we can. Thanks for participating today!
Tuesday March 29, 2011 5:29 KTRK
5:29 [Comment From KBKB: ]
As a loyal Kroger plus customer i have been receiving special packets of coupons as a reward for shopping with you. Are you going to discontinue this practice as well?
Tuesday March 29, 2011 5:29 KB
5:29 Erin Libranda: KB, you will continue to get those home mailer coupons
Tuesday March 29, 2011 5:29 Erin Libranda
5:30 [Comment From Jamie HornJamie Horn: ]
Is this change because of that stupid show Extreme Couponing on TLC?
Tuesday March 29, 2011 5:30 Jamie Horn
5:30 Kristal Howard - Kroger Rep: Pat, as we continue to invest in lower pricing we feel customers will ultimately benefit more from the new pricing opposed to the benefit of having the opportunity to double/triple the first coupon.
Tuesday March 29, 2011 5:30 Kristal Howard - Kroger Rep
5:31 Kristal Howard - Kroger Rep: KB, of course not. We refer to those at Loyal Customer Mailings. The mailings are reflective of your purchasing patterns.
Tuesday March 29, 2011 5:31 Kristal Howard - Kroger Rep
5:33 Kristal Howard - Kroger Rep: Jamie Horn, no correlation though many are making that assumption. Glad you brought it up. We made this decision months ago in correlation with the launch/timing of new programs.
Tuesday March 29, 2011 5:33 Kristal Howard - Kroger Rep
5:33 [Comment From SusanSusan: ]
Are you concerned about Loyal customers who shopped with you for coupons reason will jump ship to stores that are closer
Tuesday March 29, 2011 5:33 Susan
5:35 Kristal Howard - Kroger Rep: Susan, there are many reasons people shop with us. Our double/triple coupon policy was just one element of the overall value.
Tuesday March 29, 2011 5:35 Kristal Howard - Kroger Rep
5:36 [Comment From MollyMolly: ]
Does the senior discount apply at the pharmacy as well?
Tuesday March 29, 2011 5:36 Molly
5:37 Kristal Howard - Kroger Rep: Molly, in our pharmacy we offer a 30-day supply of generics for $4 and a 90-day supply for $10.
Tuesday March 29, 2011 5:37 Kristal Howard - Kroger Rep
5:37 [Comment From LisaLisa: ]
I would think that if this was the most competitive market, you would not remove programs that might lose you customers. I would think you would want to try this in smaller less competitive markets first. Although only 7% of your sales have coupons, there are those of us who purchase other items without coupons, but now will go elsewhere for everything.
Tuesday March 29, 2011 5:37 Lisa
5:38 [Comment From KimberlyKimberly: ]
How old is the 7% household data and is that for all of Kroger US or just Kroger Houston?
Tuesday March 29, 2011 5:38 Kimberly
5:39 Kristal Howard - Kroger Rep: Lisa, we put much thought into this decision and think the new program will be a key point of difference for us in this market and help us to stay competitive.
Tuesday March 29, 2011 5:39 Kristal Howard - Kroger Rep
5:40 Kristal Howard - Kroger Rep: Kimberly, the data is unique to the Houston market.
Tuesday March 29, 2011 5:40 Kristal Howard - Kroger Rep
5:40 [Comment From DeaneDeane: ]
that doesn't answer Molly's question either, she wants to know if the senior discount applied to the pharmacy as well, not what you think are you great pharmacy selling points. So does the senior discount apply to the pharmacy?
Tuesday March 29, 2011 5:40 Deane
5:40 Erin Libranda: Deane, the 10% senior discount is only on Kroger brand items, it does not include RX
Tuesday March 29, 2011 5:40 Erin Libranda
5:41 [Comment From LisaLisa: ]
There is nothing positive about the discontinuation of double coupons. A 10% wine or senior discount doesn't benefit most of us. I think you can sugarcoat this any way you want, but the question is why would I want to continue shopping at Krogers if I can get my groceries cheaper elsewhere?
Tuesday March 29, 2011 5:41 Lisa
5:42 Kristal Howard - Kroger Rep: Deane, Kroger does not manufacture prescription meds but the discount does apply to over the counter Kroger aspirin etc.
Tuesday March 29, 2011 5:42 Kristal Howard - Kroger Rep
5:42 [Comment From LIsaLIsa: ]
Okay, you are clearly screening comments, since you answered my third, but not my first or second comment, and there were not any bad words in either of the comments.
Tuesday March 29, 2011 5:42 LIsa
5:43 Kristal Howard - Kroger Rep: Lisa, I'm responding to the questions/concerns that are visible on my screen.
Tuesday March 29, 2011 5:43 Kristal Howard - Kroger Rep
5:44 KTRK: Thanks, Lisa. We're trying to get to as many questions as we can and, because this is a topic that many people are passionate about, we are getting many, many questions. Any ommission is not intentional.
Tuesday March 29, 2011 5:44 KTRK
5:45 [Comment From JoJo: ]
Is the fuel discount calculated on purchases BEFORE or AFTER coupons, kroger discounts, etc. ... AND do RX purchases count in the calculation?
Tuesday March 29, 2011 5:45 Jo
5:45 Erin Libranda: Jo, the fuel discount is BEFORE coupons
Tuesday March 29, 2011 5:45 Erin Libranda
5:45 Kristal Howard - Kroger Rep: Jo, additionally, for every 2 prescriptions you fill or refill, you get 100 fuel points
Tuesday March 29, 2011 5:45 Kristal Howard - Kroger Rep
5:46 [Comment From ChristyChristy: ]
Kristal, I drive about 50 miles one way to shop at Kroger. I pass at least 5 different grocery stores on the way. Without doubling, I have no reason to go that far? Convince me it's worth it now.
Tuesday March 29, 2011 5:46 Christy
5:46 Erin Libranda: Yes Christy, plus you will be able to stack your fuel discounts, meaning of you earned 3 10¢ discounts you have the option of using them all at once
Tuesday March 29, 2011 5:46 Erin Libranda
5:47 [Comment From ChristyChristy: ]
will the fuel discount remain before coupons??
Tuesday March 29, 2011 5:47 Christy
5:48 [Comment From colleencolleen: ]
If you know we are passionate about this topic then why have you shunned us "7%?
Tuesday March 29, 2011 5:48 colleen
5:48 Kristal Howard - Kroger Rep: Christy, understand that this was a very difficult decision for us. We'd hate to lose you as a customer.
Tuesday March 29, 2011 5:48 Kristal Howard - Kroger Rep
5:49 [Comment From KimKim: ]
Maybe I should rephrase my first two comments. Do you care that you are hurting familes across Houston with this change?
Tuesday March 29, 2011 5:49 Kim
5:50 Kristal Howard - Kroger Rep: Colleen, the intention is not to shun any one. We value and appreciate every customer. We've just made the decision to invest our resources in programs that will save a larger percentage of our shoppers money.
Tuesday March 29, 2011 5:50 Kristal Howard - Kroger Rep
5:50 Kristal Howard - Kroger Rep: Kim, as I stated to Collen, that's truly not our intention.
Tuesday March 29, 2011 5:50 Kristal Howard - Kroger Rep
5:51 [Comment From mariamtzmariamtz: ]
Kristal: Appreciate your time to answer our questions and concerns but would like for you to take back to your shop our unhappiness/concerns about the ending of this program. Your management will see it clearly when you review your sales numbers after 4/13....so hope you will reconsider bring it back or more than scheduling a "doubleing/tripling few events"
Tuesday March 29, 2011 5:51 mariamtz
5:52 [Comment From Leslie SLeslie S: ]
Kristal : coupons are available to all customers .... how is a program for ONLY seniors or ONLY wine consumers going to save a larger percentage of consumers more money ? Kroger's answers are illogical .
Tuesday March 29, 2011 5:52 Leslie S
5:53 KTRK: We'll be wrapping up this chat at 6pm, so just a couple more questions/answers. Thanks everyone for participating today.
Tuesday March 29, 2011 5:53 KTRK
5:54 Kristal Howard - Kroger Rep: Mariamtz, happy to be here to address concerns and questions. We're not taking this issue lightly and we will continue to review and assess our new policy and programs.
Tuesday March 29, 2011 5:54 Kristal Howard - Kroger Rep
5:55 [Comment From Christy CChristy C: ]
again Is Houston Just a Test Market? Will this be nation wide soon?
Tuesday March 29, 2011 5:55 Christy C
5:55 Erin Libranda: Christy, as Kristal stated, the Houston market is the only one so far.
Tuesday March 29, 2011 5:55 Erin Libranda
5:56 Kristal Howard - Kroger Rep: Leslie S, those discounts coupled with lower pricing and new programs will benefit more a greater number of shoppers.
Tuesday March 29, 2011 5:56 Kristal Howard - Kroger Rep
5:56 [Comment From DaveDave: ]
I'm a senior and I love Kroger.
Tuesday March 29, 2011 5:56 Dave
5:57 Kristal Howard - Kroger Rep: Christy C, Kroger operates 18 divisions and we all execute different programs and have different polices. As for the SW division, Houston is the only market that we're implementing this program in.
Tuesday March 29, 2011 5:57 Kristal Howard - Kroger Rep
5:57 [Comment From JoyeJoye: ]
What is your response to the fact that many of us use those d/t coupons to provide donations to shelters and food pantries? By discontinuing that policy, you are actually going to take food out of peoples mouths.
Tuesday March 29, 2011 5:57 Joye
5:57 Kristal Howard - Kroger Rep: Dave, thanks for the feedback. We're happy to have you as a customer.
Tuesday March 29, 2011 5:57 Kristal Howard - Kroger Rep
5:59 [Comment From CarolCarol: ]
I agree with Joye!! I do this too, especially with soup coupons. My donations to food pantries will probably decrease because of this policy.
Tuesday March 29, 2011 5:59 Carol
5:59 Kristal Howard - Kroger Rep: Combined with our Perishable Donation Partnership and other fresh food and monetary donations, Kroger provided more than 7.3 million meals to the Greater Houston community in 2010. We are supporters of the Houston Food Bank and other local pantries and organizations. We sponsor and donate throughout the year to assist with hunger relief efforts.
Tuesday March 29, 2011 5:59 Kristal Howard - Kroger Rep
6:00 Kristal Howard - Kroger Rep: It's a cause we're passionate about!
Tuesday March 29, 2011 6:00 Kristal Howard - Kroger Rep
6:00 KTRK: Thanks for everyone's participation. We'll post a transcript of this chat on abc13.com.
Tuesday March 29, 2011 6:00 KTRK
6:00 Kristal Howard - Kroger Rep: Joye, are you aware of our Neighbor-to-Neighbor program? You can enroll you organization to receive funds.
Tuesday March 29, 2011 6:00 Kristal Howard - Kroger Rep
6:01 Kristal Howard - Kroger Rep: Visit www.krogerneighbortoneighbor.com
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