Does anyone work at CVS or as anyone worked there before? I have a question..

[YorkieMommyKandis]

This is such a big board here so I am hoping there is someone here who has worked or currently works at CVS? I was just wondering how customer complaints are actually handled there? I was treated beyond rudely yesterday by a store manager. I followed up with a complaint to someone very nice at their corporate line, but customer relations won't be in until Monday so I have to call back and speak with them too. I really want something done about the way I was treated. Their corporate customer service is always very nice, but I want to know if they actually do review what has happened with the store the complaint was filed on. I was also hoping that they have cameras at the register so that those could be reviewed, as I want them to know that I did nothing to provoke what happened. Any knowledge on how any of the complaints department operates would be great. Thanks in advance.

 

[dejr_8]

I don't know how negative comments are handled in the front store but in the Pharmacy they are taken very seriously (my wife is CVS Pharm Tech). I BELIEVE (not certain) they can even impact the Head Pharmacist's bonus.

 

[dejr_8]

OK now that I posted that - I do have to ask

What outcome are you looking for with regard to your complaint?

How were you harmed?

Why is it important to review the cameras?

Having a wife that has worked in Woman's Retail Clothing for about 14 years and CVS Pharmacy for another 7 years, I will tell you there are always two sides to every story.

Maybe the customer in front of you was a real a** and you just happened to be the next one in line. Not that it makes the Store Manager (SM) behavior appropriate.

Maybe the SM was having staffing issues and was pulling a double or had been working a lot of overtime.

I would report your complaint (which you have) and leave it at that unless you feel that you truly were "harmed" in some manner.

Just my two cents.

 

[YorkieMommyKandis]

Oh trust me, this wasn't something small that happened. I use a lot of coupons (I do the Grocery Game) and so I have trouble with cashiers a lot due to them not understanding how coupons are used. I am very polite and patient with cashiers when they are often times rude with me, and I rarely complain to corporate unless I feel I was really disrespected. The way I was treated yesterday was the worst I have EVER been treated. I have never wanted someone to lose their job before, until now. I do realize there is two sides to every story and that is why I would love to have corporate actually see for themselves what happened, by reviewing tapes if possible. Oh and this is not the first time that she has treated me rudely. She has given me the third degree almost everytime I have gone in there asking me where I got such and such coupons from and telling me that she didn't think that she could use them. She has accused me of cheating the system, etc. I complained about her once before, but I have let all the other times slide. She basically held me "hostage" in her store yesterday as she would not give me my receipt (or just refund the completed transaction and let me leave) until she called corporate to "verify".

If you are really interested I will tell you what happened, but it is a bit long...

I went to CVS right after work, hoping to get home shortly as I wanted to make sure I had enough time to clean up the house before we have family over tonight. I ran in, grabbed the items, and then went to stand in line where there were about three customers waiting. The manager, who I have had a bit of trouble with before, decided to open her register (can you imagine my excitement...not). As luck would have it, I had to go to her register. She rang everything up, and scanned all my coupons, but when I handed her my ECB she asked who is (name)? I said that is my sister and she lets me use her card. She told me "you know you are not supposed to be using other people's cards". I told her that I never knew that CVS had a problem with it as I have spoken with corporate about other issues and mentioned that I was using a card other than mine (when they asked for my name). She said well fine lets just call corporate right now and see, and she went over, got on the phone, and was on hold for a few minutes. I really felt like I needed to just leave as she was being very rude to me I didn't feel like I needed to stand there and let her treat me like that. So, I told her that I had somewhere to be and if she would just give me my coupons back then I would leave. She refused and said that she had to speak to customer service before I left. I called my fiance who is a police officer to ask him if I should call the police because she wouldn't give me my stuff back and just let me leave. She was listening to me and she said "you know what, do you want to call the police, I will call the police right now". I told her nevermind, and expressed that I had no idea why she would treat me like that and I couldn't figure out why she has such a problem with me. As I was walking out of the store I could hear her saying that she needed an officer because she had a very "irate" customer in the store. I was thinking to myself the entire time, if I was so "irate" and troublesome, then wouldn't it make sense to give me my things back and get me out of the store as fast as she could??? That doesn't make sense at all to me. I work in a car lot where sometimes customers actually do get "irate" and the only time we call the police is if they REFUSE to leave and here I was offering to leave and she wouldn't let me.

As soon as I left the store, I made a call to corporate and spoke to someone who was very nice (I swear they have the best customer service reps at corporate). He agreed with me that her behavior was completely wrong and that she shouldn't have bothered me about using my sister's card. He said it was 100% okay for me to be using her card, as that is the reason why when you sign up that they give you multiple cards! We spoke for a long time and I told him that I wanted to make sure my complaint was heard by the right people. He said that the customer relations department is closed on the weekends, but he gave me his extension number and told me to call him back Monday so that we could speak with customer relations.

 

[maxiesmom]

I agree that things were not being handled properly, but why on earth would you threaten to call the police? Did you think that that would make her be nicer? And that they do not have many more important things to do? Sorry, I am not trying to make you the bad guy, but think about it. I think with the bad history between you and the manager, that this all escalated(sp?) more than it should have.

And if you have had problems at that store before, why do you keep going back? If it is to save money, then you have already made the decision that they can treat you badly as long as they have low prices.

 

[NDAMomX2]

I agree that things were not being handled properly, but why on earth would you threaten to call the police?

I read it as the OP called her husband, asking his opinion about calling the Police. I dont think it was meant as a threat.

Sorry OP I dont know how CVS handles complaints. Good luck with your situation, hope all turns out well.

 

[Gurgi]

You were mad because she wouldn't give you your coupons back?

 

[lajones81]

You were mad because she wouldn't give you your coupons back?

I didn't even realize you could ask for coupons back!

 

[Hedy]

I've had friends who worked at CVS, and they took customer complaints and secret shoppers very seriously. I've also made communication w/CVS' corporate people (both positive and negative) and been very satisfied with my results.

 

[Caboosey]

I used to work at CVS (awful job... blah!) and I don't think you're going to have any luck getting this person fired. I guess it would depend if they had lots of other complaints against them, but if they have a good record they will probably be sticking around.

Think of this from her point of view - you seem like you are really milking the system for all that it is worth. If I were an employee, and you were always coming in with coupons and buying things on sale, resulting in absurdly cheap prices, I would probably alert my manager - that combined with the fact that you're using someone else's CVS card would send up fraud alerts for me. Yes, the manager got a little power-hungry and crazy - but she's looking out for her company. She has to make a certain amount in sales each week, and if you are buying what would be $100 worth of product but paying only $20 for that, that's a problem for her.

I don't think the security tapes have sound with them, so they are probably not going to help you with your case. Best you can hope for is that the manager will apoligize the next time you're in there, and corporate will send you a $10 giftcard or something like that.

 

[dejr_8]

dejr8's wife here. I do agree that you should never have been treated like that but if you have the same problem there why do you go back? I suggest you get your own CVS card which may help with your problems in that store. They are free. If you are trying to use extra-care bucks from another card that may also be the problem. You may want to ask to speak with the store manager regarding coupon use and how many coupons you can use per item. If you still have problems you may want to shop at another CVS.

I'd like to know what your ideal outcome of this is? Just curious?

 

[Shellie722]

I work in retail and customer complaints are taken very seriously. I would think CVS would be much the same. And as for coupons as long as the wording on the coupon matches the item there should be NO problem in redeeming it. Coupons are basically just like cash since the store gets reimbursed for them plus a small handling charge as well. IMHO, the manager in question needs to learn to never be rude to a customer and not threaten or try to detain one either. Combining sales and coupons is NOT stealing, it's a smart way to keep your budget under a bit more control if you ask me.

 

[WonderfulDreamer2]

You can't use someone elses CVS card? We got 3 when we signed up. I have a coworkers Kroger card on my keychain. What does it matter? Honestly? And if she had the coupons then I don't understand the problem other than the manager has issues. And if the manager wasn't going to give her her purchase then yes, she should have gotten the coupons back. I've stopped using the CVS here due to rude, rude, rude service in the pharmacy. I've switched to Eckards. They cost a little more but the people are nicer.

 

[cassie]

I would suggest you get your own cvs card so there is no question at the register. I agree the manager was rude, but she may have had her own reasons.

 

[Toby'sFriend]

you absolutely can use somebody else's CVS card. That is why they give you several cards when you sign up. And if she isn't going to sell her the items, she isn't allowed to keep the coupons. I've run into that before with Cashiers and Store employees who get almost angry when you bring in coupons for lots of money off or free items.

It seems to me that it is just a power trip. Sales totals are sales totals. It doesn't matter if the payment in the register is coupons or cash or credit card slips.

If I were an employee, and you were always coming in with coupons and buying things on sale, resulting in absurdly cheap prices, I would probably alert my manager - that combined with the fact that you're using someone else's CVS card would send up fraud alerts for me.

There is nothing "fraudulent" about the CVS reward system. Why in the world would they set a customer loyalty system up for customers to earn ECB rewards and then call people frauds because they use it???

 

[Caboosey]

you absolutely can use somebody else's CVS card. That is why they give you several cards when you sign up. And if she isn't going to sell her the items, she isn't allowed to keep the coupons. I've run into that before with Cashiers and Store employees who get almost angry when you bring in coupons for lots of money off or free items.

There is nothing "fraudulent" about the CVS reward system. Why in the world would they set a customer loyalty system up for customers to earn ECB rewards and then call people frauds because they use it???

They give you several cards when you sign up so you put one in your wallet, one on your keychain, maybe one for a spouse - they're not meant to be shared among friends/coworkers/neighbors... They would rather your friends/coworkers/neighbors signed up for their own cards.

And I don't think people are being fradulent if they are using coupons, buying sale items, getting Extra Care Bucks, etc. in a normal manner. However, we used to have customers that would do things like wait until a product was on sale, and then bring in 50 coupons, and buy as many of that product as they could. Like, if you are buying two bags of chips for your family/personal use, and they are on sale and you have a coupon, no worries. If you are buying 50 bags of chips, I would call my manager to have him/her ring you up.

 

[Sherri]

Just yesterday my sister was going to CVS and asked if she needed a card for the Easter Candy specials, I told her she did but she could just use my phone number since it was in the system. Though it is free and she will get one, yesterday she was in a rush.
I don't see what the big deal is if you use someones card. At the supermarket The cashiers will tell you to ask the person behind you to borrow their card if you forgot yours a store card isn't handy. NO BIG DEAL.
The way the OP was treated IS a big deal and you expect bette conduct from managers.

 

[jessica52877]

Sorry to the OP! I have no idea how complaints are handled at CVS. I know at other stores usually an email is sent and the manager has to call you personally (in this case, I am sure you don't want to talk to her anymore!).

I was under the assumption too that several cards were given for the wallet and one for each set of keys. Not to be shared. I would get my own card to make things easier.

I cannot stand the 3rd degree when using coupons. I use them honestly, not expired, not wrong size, etc and it seems some cashiers still look at you. CVS being one of the places it happens often, due to their deals, they offer something for nothing pretty much! CVS really needs to get a grip on their offers and customer service IMO if they are going to continue to do these offers. Each week it is several problems at several different stores!

 

[Mskanga]

Think of this from her point of view - you seem like you are really milking the system for all that it is worth. If I were an employee, and you were always coming in with coupons and buying things on sale, resulting in absurdly cheap prices, I would probably alert my manager - that combined with the fact that you're using someone else's CVS card would send up fraud alerts for me. .

What fraud ? she is being smart and using a rewards program that is established by the company for everyone to use.

They give you several cards when you sign up so you put one in your wallet, one on your keychain, maybe one for a spouse - they're not meant to be shared among friends/coworkers/neighbors... They would rather your friends/coworkers/neighbors signed up for their own cards.

So the husband can use the spouse's card eventhough he is not the cardholder ....how do they check if they are actually spouses ? do they ask for ID ?

And I don't think people are being fradulent if they are using coupons, buying sale items, getting Extra Care Bucks, etc. in a normal manner. However, we used to have customers that would do things like wait until a product was on sale, and then bring in 50 coupons, and buy as many of that product as they could. Like, if you are buying two bags of chips for your family/personal use, and they are on sale and you have a coupon, no worries. If you are buying 50 bags of chips, I would call my manager to have him/her ring you up.

That is what I call smart shoppers. Stores limit their sales , CVS is usually 1 or 5 but if there's no limit and no specifications on the coupon , the store should not have a problem because no matter how many coupons they get , they get paid from the manufacturers exactly the same.
There was nothing wrong on the OP's part to use her sister's card or coupons for every single thing.

 

[Caboosey]

Oh and this is not the first time that she has treated me rudely. She has given me the third degree almost everytime I have gone in there asking me where I got such and such coupons from and telling me that she didn't think that she could use them. She has accused me of cheating the system, etc.

I'm clearly not alone on thinking something is out of whack with the OP's use of coupons - the store employee did as well. Since this has clearly been an issue before, why do you keep going back to this same store?

I do think that CVS needs to be smarter about the coupons that they do distribute, and make sure that they are printing "limit 3" or whatever so people do not buy every bag of Lifesavers in the store just because they are on sale AND they have 50 coupons - and they can resell them for six times what they paid for them. Yes, that happened in my store. And I stand by my statement that if I were to ever end up working at that stupid store again, and someone came up with that same situation, I wouldn't run it on my register. I would have my supervisor deal with it. Someone using that many coupons would raise a red flag to me, and I'm not going to deal with it when I'm making minimum wage.