When I got home, sometime later, I looked up my bank account online and noticed that there were 2 transactions for CVS for today. One for the transaction with the coupon and one without. (The totals on both receipts!!) I called the store and spoke with the Store Manager, Mondo Scott . He looked it up on the computer and told me that I would have to come into the store and have the incorrect transaction refunded to my debit card. I told him that it was very inconvenient for me to come in today, but that I would be in as soon as I could. I also asked if they conducted any kind of training for their employees, since this was the second time I was inflicted with this assistant pharmacists’ ineptitude. Once before, with this same person, I had the very same issue, with needing to be refunded multiple transactions. He laughed and said that they did train their employees, but they never knew how much they retained. I asked the store manager, if I could request someone else wait on me when I come into the store, or if I were stuck with the inept assistant pharmacist. He said that I could always ask for someone else to wait on me.

I felt I should go and have this taken care of while the transaction was still fresh on everyone’s minds. So, 20mins later I was in the store, looking for the store manager. The pharmacist, called the Manager and he came to be back of the store. He told me that because it takes longer for a refund to go back into someone’s account, I wouldn’t see the money for up to 3 days. And that there was nothing more he could do. He went and got the paperwork that he said explained everything. I told him I understood everything that he was saying, but that that meant I would be out of the $70.12 for up to 3 days by no fault of my own. How did they know I had that money available for them to play with? I also said that his store had made the mistake, his employee, and at no time did he ever apologize for the mistake. He said, “Well, I’m sorry, what more would you like for me to do. What can I do for you? Would you like a $5 store credit for your inconvenience? “ This gum chewing bubble blowing, store manager also said that, I was the one who paid for the transaction with a card and that if I had paid in cash, the refund would have been given back to me in cash. As if this were my fault, because I paid with a debit card.

I am just one of the uninsured millions we have in this country, but thank goodness, I have always had a way to pay for my prescriptions. I had been shopping at this CVS for years. I spend hundreds of dollars there EVERY month, not just on prescriptions, but on many other items as well. At times, I have had Extra Bucks for up to $25. Do you know how much money you have to spend to accumulate $25 in Extra Buck? I do have a job, and in that job, I work with the public everyday… It wasn’t the $70 that bothered me; it was the way it was handled. This manager wasn’t apologetic for the mistake that was made, in fact he was very dismissive. That is poor customer service, and that is way I will be shopping at another pharmacy in the future.

Thank You
Charlotte Harmon

a very angry cvs customer julie
and just to let you know i do a LOT of shopping at cvs thats why i am finally letting you know because i am sick of this.

Jerry

I know how frustrating it can be in customer service because I too had to work the Sunday morning shifts and had to stay late or do more because someone did not show up.

I also know how customers can be nasty so I just thought maybe she was having a bad day. I stood my ground firmly…but not in a bad way.

I was NOT about to lose all those extra bucks and coupons….worked too hard getting those.

The gift card thing was funny because I have swiped the card before and it always worked so I KNEW that it was possible.

If I had been in a bad mood then I would not have stayed so long. I got a little kick out of showing her that I was correct.

I think many times when a cashier does not know how to handle a situation they become defensive, and this causes the customer to get upset becuase they are spending their hard earned money with a store that’s giving them a hard time.

Understanding how to solve problems in a professional manner goes a long way in retail.

I was ready to call customer service but then realized that it would be better if I waited and cooled off a bit before I did so.

I was at Walgreens (not one of my favorite stores – I have 3) and Stuart was the cashier’s name and he seemed very put-out that I wanted two transactions and rolled his eyes and sighed several times. Being from the Customer Service industry I promptly left the store and called the store from my car. I asked to speak to the Manager on duty and advised what had happened and how I had been treated all because I wanted two transactions with two coupons. I had two items on each transaction! So, I explained to the manager that because Walgreens was on about every corner and how I was treated that I would rather walk one more block to the “Nicer” Walgreens than to have to put up with that type of service. He said that I was not the first and he was going to go and talk to him immediately and get this straightened out.

So, with that said, explain that how you were treated but keep the emotional part out – explain how you expect to be treated since you are the customer and you don’t have to frequent the store and that you had done nothing to warrant the treatment.

This should get this sub-standard cashier on their radar and also puts corporate aware that there is a training issue that might need to be addressed at that store.

Just my suggestion and sorry for the novel!