Digital coupons promise convenience and savings, but for many Chicago-area shoppers, the reality is more complicated.
An NBC Chicago survey of more than 1,500 viewers shows that while some consumers call the programs “life-changing,” most report frequent frustrations at checkout. The survey was unscientific in nature.
Art, a Jewel-Osco customer, says the savings are worth the effort.
“Just at Jewels alone this year I’ve saved over $3,000,” he told NBC 5 Responds.
Diane echoed that sentiment, calling Jewel’s program “the simplest, most easy way to do business.” She estimates she’s saved more than $2,300 this year.
NBC Chicago viewer Michele Fuller said “I shop at Jewel in Rolling Meadows and their system works real well. I just go to the app, check for deals and clip coupons for what I need.”
But not everyone shares their enthusiasm. Don, another Jewel shopper, says coupons often fail to apply, even for tech-savvy customers.
“You get to the checkout and the coupon still wasn’t applied. So your blueberries are $4.99 instead of $1.99,” he said. Survey respondent Terese echoed Don’s sentiment, saying digital coupons are difficult for “the non-tech elderly folks and those who can’t afford smart phones.”
The NBC Chicago survey, posted online and open to all viewers, found:
- 92% of respondents have had trouble redeeming digital coupons.
- 80% asked for a price adjustment when coupons didn’t apply.
- 76% successfully received that price adjustment.
NBC 5 Responds shared the findings with major grocery chains, including Jewel-Osco, Mariano’s, Target, Walmart, and Tony’s Fresh Market. Jewel-Osco responded, saying it is “committed to ensuring that our customers can easily access their digital coupons, rewards, and weekly deals without interruption.” The company added that it will honor advertised sale prices if issues arise.
As of publication, the other grocery store chains have not responded to NBC Chicago’s request for an interview or statement.
Meanwhile, Illinois lawmakers are considering legislation that would require stores to offer a paper coupon equivalent for any digital deal.
You can view the full results of the NBC 5 Responds survey here.
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