More Rite Aid Answers

Two weeks ago I had a conversation with my Rite Aid PR contact. Those Q&A are in this post. Subsequent to that, there were more questions and clarifications requested. My questions on your behalf are in red, PR’s response is in bold.

Rite Aid is sending out group email tomorrow, but I was assured our questions were responded to first today.

You and I discussed that the managers have the option to substitute a product and lower the price by the amount of the +Up reward for the original product, or give a gift card on the raincheck in lieu of the +Up reward that cannot be forced, but can they do anything else? Such as lowering the price on the raincheck to correspond to the +Up reward?

Yes, they can do this specifically. But this type of transaction – like any nonstandard transaction – is at the discretion of our store team. Should they be unable to resolve your issue, please contact our customer service department by calling 1-800-RITEAID (1-800-748-3243) or by visiting this Web address: Rite Aid Customer Service

Is there a quantity limit on the rainchecks?

Not sure I understand. +UP offers are typically limited to a certain amount per wellness+ household as indicated in the circular.

And, have the stores been informed of their choices?

Our stores have been instructed on what to do if a +UP deal does not go through as it was advertised. But you may still have to request the deal if it does not come through automatically before leaving the store. This is also true when redeeming +UP rewards as once the reward is scanned, it is invalidated and cannot be used again, even if the credit does not come through correctly. We apologize for any inconvenience on either matter and are working on additional register fixes to simplify this process.

You and I also spoke about there being no redemption limits ie, If someone has (5) +Up rewards totally $10 and an $11 order, they may redeem all their +Up rewards, but do the stores understand this?

They should, but I have heard reports of cases where the reward was misinterpreted as a valid discount only on a specific product. If this happens, please ask the store team for clarification or contact our customer service department.

I’ve received several complaints that managers will not accept more than one +UP reward.

Me, too, and I’m sorry for that. We’ve got fix coming that will hopefully resolve some of this confusion within a month.

I also received two complaints that the clerk wanted the customer to redeem the +UP for the product that generated the reward only, but I think those may have been exceptions and many (most) clerks understand that the +Up rewards are good on ANY product (exceptions according to law).

Glad to hear they’re the exception. Please let me or customer service know in any cases of this that cannot be resolved in the store.

I also had questions as to whether or not these could be redeemed for prescriptions. I am in NYS so my answer is “no”, but what about the rest of the country?

+UP rewards are never legally allowed to apply toward a price reduction on prescriptions. I think what you’re referring to in NYS is that state law there prohibits us from granting wellness+ points for every prescription filled.

And finally, I had questions as to when a policy on the +Up rewards would be made up so that all the stores will be on the same page with purchase and redemption requirements.

I’m working on a FAQ that will hopefully be shared in August. Again, I apologize for any bumps in the road as this program is perfected.

And I had snuck another question in on a different email:

More questions have cropped up regarding how many alike rewards will work on an order. Some folks have been saying more than one alike +UP reward on an order will not work, and there is no way for the manager to over-ride that. True?

Yes, unfortunately the +UP reward system is automated. Rite Aid associates do have the ability to offer recourse when appropriate through other means including issuing a gift card, lowering the receipt total and even substituting a similar product.