I hear people say all the time – well, the manager can do what they want at my store because the policy says it’s up to the manager’s discretion.
I hear this a lot about Walmart.
The policy is the policy – it’s not a guideline for the manager to make their own policy. It’s there for them to follow, where the discretion part comes in is if there is a decision that needs to be made on a particular transaction that is not included in the policy – the final say on that belongs to the manager. The entire policy is there for you and the manager to follow – not for the manager to change for their store or on a whim. So, when I hear a cashier or manager say “Our store does….” and it doesn’t line up with the policy, I show them the policy. I cannot remember a time when I have done that the cashier or manager hasn’t ended up saying :Well, I’ll do it THIS time.” Ok, in my head NOT OUT LOUD, I say “You’ll do it every time, cause it’s the policy…”
Is The Store Policy Really Up To The Manager’s Discretion?
By the way – none of the 3 Walmart policies (coupon policy, ad match guarantee, or online price match policy) says that decisions are up to the manager’s discretion. One of them may have said that at one time, but, none of them say that right now.
I want to say this again it’s very important that you know your store’s policy. Read it, print it out, bookmark it on your mobile device. They can and will change and they won’t email you, or call you, or notify you in any way. One day you’ll be standing at the register ready to checkout and you will find out thaey have made a change to the policy that will wreck your whole trip. Be smart, check to see if there are any changes before heading out, always, always, always have a current copy for you to refer to and even show store employees, if necessary.
For instance, Kroger went many years without a printed corporate coupon policy, but, now their policy is online and states right at the beginning what store management can do:
Store Management has the right to accept, decline or limit the use of ANY coupon(s). Store Management has the right to limit the quantity of coupons and/or items purchased in a single transaction, by a single Customer, or in a single day.
Kroger Coupon Policy
The policy does not state anything about the rest of the policy being left up to the store’s discretion, it plainly states what they can do.
So, next time you hear that phrase, check your store policy (which by the way you should have in your hand either printed or bookmarked on your mobile device EVERY TIME you go into a store) and see if there is any part of the policy that is up to the discretion of store management.