Dear CVS,
As a loyal customer I am writing to let you know about the outrageous behavior of one of your employees. Yesterday evening, January 8, 2009, around 6:30pm, I stopped into CVS Store # to pick up some items. I was pleasantly surprised to find the shelves restocked with some of your monthly EB items. I spent a couple hours in the stores selecting items and figuring up my transactions. I stepped up to the register to checkout, having a total of three transactions to complete.
In the first transaction I used a $3/$15 CVS purchase coupon, a $3.00 off any CVS/Pharmacy Brand purchase coupon, as well as some manufacturer coupons. I selected a 48ct of CVS Spoons for $2.79 as my item to buy with my $3.00 off CVS/Pharmacy Brand Coupon. The cashier insisted that I had purchase $3.00 or more in CVS Pharmacy Brand item(s) in order to use the coupon (even though the coupon clearly states $3.00 off ANY CVS/Pharmacy Brand purchase). A bit irritated I grabbed a $0.99 item and the first transaction was completed.
The cashier rings my second transaction. Again, I had a $3/$15 CVS purchase coupon, a $3.00 off any CVS/Pharmacy Brand purchase coupon, as well as a few manufacturer coupons. I selected a 10ct of CVS non-latex gloves for $2.99 as my item to buy with my $3.00 off CVS/Pharmacy Brand Coupon. The cashier once again insisted that I MUST purchase $3.00 or more in CVS Pharmacy Brand item(s) in order to use the $3.00 coupon. She was being very difficult and treating me like a thief. Seriously, I was purchasing a CVS brand product priced $2.99! The cashier then decides she is not going to accept any of my CVS coupons stating I couldn’t use them because I had used some in my first transaction already! Let me just say, I’ve been to this store twice this week, doing multiple transactions, using the same CVS coupons I planned to use last night – WITH NO PROBLEMS. I told the cashier I was no longer interested in finishing my transaction, thanked here, and left the store.
Luckily, there are two CVS stores in town and I made the decision to take my business to the other CVS (which has WONDERFUL!! customer service). I walked through the doors at CVS #2 and was greeted by an employee. I commented, “Have I ever told you how much better I like this store? " I was ABSOLTUELY shocked by her response. “Let me guess, they wouldn’t let you use a $3/$15 CVS purchase coupon and a $3.00 off any CVS/Pharmacy Brand purchase coupon in separate transactions? Girl, she’s already called us about you.” CVS, be thankful you have such friendly employees at this store, who know me well enough to tell me about this employee’s behavior. If it weren’t for them I would stop shopping at CVS.
I enjoy shopping at CVS and tell other frequently how much I enjoy shopping at CVS. I enjoy all the great deals and take advantage of the Extra Buck Offers. I am an honest shopper, I do not clear the shelves, and I treat others respectfully. I use coupons often and use them as they are intended. I have NEVER given this CVS a reason to treat me like a thief. I am absolutely appalled that this woman would phone another CVS store and “warn” them about me. It is absolutely uncalled for, unprofessional, and a poor reflection on CVS customer service.
I ask that this incident of inappropriate behavior be addressed with this employee immediately. I am also requesting an apology.
Thank you for your time and attention to this matter.
Jamie
Sorry its taken so long to get this up. I got home late last night and have been busy at work. Can you believe this lady? I told the cashier at the other store that surely I'm not the only person who uses coupons at that store. To which she replied, "Yeah, you probably are. Everyone who uses coupons comes to this store because they're so rude." Ha!
I did end up having a pretty good night at the friendly CVS even though they weren't stocked yet. One of the girls who work there brought out all their clearance items and I got to have first picks! I'm excited to have the Clearance endcap back! I also learned that they will accept expired coupons (at least those two cashiers will)! The girl asked if I had ever been "coupon diving" (i haven't) and then told me where I could go if I wanted to. :)
So now, I will wait and see what happens. I'm curious what response CVS will be.
Do you think what she did was inappropriate? Or am I overreacting?
22 comments:
OMG! Do you live in my area? I live in KY and have had the SAME problem at the ONE CVS near my town. Crazy. You handled it better than I would have. I would have freaked. Possibly smacked her. :) No. Not really, but I would have been PISSED.
Okay, yeah she was inappropriate! Whatever! I totally agree with you getting heated over it. I would have been livid. It is a good thing that you have 2 in town, and how great is that you got first dibs on clearance. Anything good?!
You will love this...not CVS-related by Bath and Body Works! Before Christmas I witnessed two employees LOUDLY making fun of "cheap" customers who buy a $1 item to use the "free item with ANY purchase coupon." Considering I was standing right in front of them and about to do just that, I put down my items, left the store, e-mailed B&BW and they promptly mailed me a sincere apology and $25gift card. Definitely eased the annoyance a little bit :). But seriously, how rude!!
In light of the state of our current economy, CVS should send you an apology, the store manager should send you an apology and the rude cashier SHOULD BE FIRED. With so many businesses closing their doors for good, they (CVS) should fall all over themselves to show you appreciation for being loyal to them. I would never, ever go back to that store. Period. There really is no excuse for being rude to you. If a person can't handle customers, they shouldn't be in a customer related field of work. You are not wrong on this matter. Love your blog, by the way!
I hate rudeness. The manager of the store should apologize to you and give you a Free Giftcard for your trouble.
Oh she was way rude! I am so lucky to have such great girls at the CVS I go to. They asked me today to teach them how to do the CVS shopping. The store managers, cashiers and even the security guard took part in my transactions tonight. I love your blog and am SOOOO addicted to CVS now.
Thank you for all you do on this blog.
Wow. All I can say is, wow. Its one thing for her to give you grief about using those coupons (because we all get those folks from time to time), but to call the other store to warn them about you? Seriously?!? That's really pathetic and I think it makes her seem petty and ridiculous. Please keep us updated as to what CVS says. Wow.
You were justified and I would also call the manager of the store and let him/her know.
Love your blog and thanks for the great tips you provide!!
I can not believe this was your experience last night, I just logged on to my computer to write an "onion" letter to Walgreens about my experience last night, then I said no Im gonna "breathe" and check my coupon blogs.....Now after reading your experience I totally am.
Honey, you gotta do, what you gotta do. I'm glad you used all outlets around you with grace and improvision.
I was just in your shoes several weeks ago and my hounding experience has never been the same. I too wrote a letter to the company and was given a reply several days later AFTER it was "investigated" with management and personal. Unfortunately, no gift card or personal apology given by the manager for his HORRID behavior.
My experience was @ WAGS just before Christmas. The manager opened the razor case for me and he was interested in why I was purchasing so many BIC razors when they were BOGO(like the state of my body hair is any of his concern!) He then followed me to register. The cashier rang me up and as she was handing me the receipt, he grabbed it from her and voided the transaction, threw my coupons on the counter and had his toadies restock the items.
In his litte, angry mind I was "stealing" from WAGS because I was using coupons! I pointed out his company prints their own coupons and accepts MC. I know there is more to this but that belongs to another category:)
I'm glad you gently walked away from the transaction, I was livid and left in frustration.
Good Luck
You were not overreacting at all!
CVS and Walgreens are running head to head as I just had a bad experience this past week AND I complained to their corporate also.
Read about my complaint and my resolution! I was VERY happy!
Shop your favorite CVS but don't avoid the bad store if your favorite one is out of stock. Then you're letting the mean cashier win by running you off. Get your shopping on and politely rub it in her face as you smile and checkout.
Plus, to Theresa's comment above: I'm sorry her WAGS response wasn't similar to mine because they thoroughly made me happy. Then again, I not only complained to Walgreens I complained to the manufacturer too for the coupon I was using. Something really put their butts in gear!
That cashier was completely out of line! I'm glad you took the time to write CVS rather than just complain about your trip like so many people do. Hopefully something will be done.
I wish stores realize they make MORE money when customers use coupons. I bet if they knew they'd keep their mouth shut!
WOW! That was a bad experience. I'm sorry it happened to you. At my CVS I like the manager and one girl. The others I could take or leave them. The CVS in the bad part of town is horrible but they always have the stock.
OMG! That is so inappropriate! I would have written too. It amazes me when cashiers care so much about ruining deals for everyone. It's not taking a job seriously, it's being malicious.
You'd swear you are stealing from them (the cashiers) the way the carry on about coupons. Sorry this happened to you, but glad the other CVS was so nice.
The CVS I shop has a great early morning cashier who is so supportive of my ECBing. The mgr. even checked out my "system" and made me aware of the ECBs coming out in two weeks. He also clued me into Hot Coupon World LOL, though I already knew.
Awww! All you guys are so sweet! Thank You sooo much for responses and for sharing your expriences with me. I feel much better now! I'm glad to know I wasn't overreacting.
Mom of Faith- The thought of driving back to that store did cross my mind!
Phoebe- Yes, I'm very thankful i have options!
jyay- Oh Man! Good for you for emailing B&BW. I'm always buying those $1.00 items for the freebies! I hope I catch a B&BW employee making fun of "cheap" customers so i can get $25 gift card! :)
angie in mo- Very true! The entire store could use some customer service training! I wish I could say I won't ever go back, but my favorite store doesn't always stock like this store does. There are a lot of things this store does that goes against corporate policy and I just haven't cared enough to let CVS know, but now I'm going to have to get them straight on all that so it can at least be bearable to shop there!
Thanks for stopping by!
Precious- Me too! It's her job to be nice to me and technically I'm paying her to be nice to me. The bad thing is she works at my favorite CVS on Wednesday evenings.O f course I learned months ago to avoid CVS on Wed. night!
Sarah-Oh how fun! That's great you have such wonderful CVS employees! Maybe you can send them my way??
frugalsuz- Excately! I was irritated that she wouldn't take my coupons, but it wasn't something I could really argue with. But when i found out that she called the other store.. I was not happy! The girls at my favorite store were great though and told me that they didn't care how many coupons I used!
Jenn Mc- Thank you for you support!
Anonymous-Yes, you totally should. If enough of us let them know this is an issue maybe they'll start taking it more seriously!
Theresa- That is a horriable exprience! Have you been able to go back to Walgreens since? I think I would have just stood there in shock! I can't beleive they wouldn't even apologize to you! (of course both times I contacted Walgreens Customer Service they were no help @ all. I ended up hanging up on one lady out of frustration)
Coupon Mommie- I just read about your exprience at Wags and left a comment. I'm soo glad everything worked out for you!
Michelle- For real! I think they need to hire one of us to teach their cashiers (or at least the managers) about coupons!
Blakely- It's good to have a manager you like. I'm sure if any of the cashier gave you problems you could talk to the manager. And be careful going into the bad part of town! CVS is not worth your life. LOL :)
Boyd Team- Maybe I'm her hobby, like coupons are mine? Haha!
PaulaB52- Ha! That's cute that your manager knew what hot coupon world was! Thank you for you support!
That's very nasty. I hope they get what they deserve
i had a rude cashier at a small cvs that i have never been to. It was so bad that I was going to complain to the manager until i realized that she WAS the manager. I left everthing that i wasnt gettin for free and went to another store hen caaled customer service.
wow,i understand completely my cvs doesnt except internet coupons i asked to speak to the manager he was the manager he said its up to them rather they will except them so i have to drive across town they give no problems at all
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