My Horrible CVS Experience

Posted on | February 16, 2009 | 4 Comments

I am still shaking from my encounter with a manager at my local CVS this morning. I have never in my life been treated so badly and spoken to so horribly. I truly am not exaggerating when I say that this manager treated me with such contempt and hatred that I don’t even know what to do next.

He doesn’t know me, this was my first encounter with him other then a casual hello or word about an item. From my encounter with him it seems that his venom and hatred of me stems from the fact that I use coupons and get items for free or better at his store. I wrote and sent off an e-mail to CVS about it. I made my husband read it to be sure I wasn’t being irrational and he told me I was too nice so I figure that means the letter was OK. I’ve copied it so you can read it (I just took out the managers name and address), let me know what you think. I’ll keep you informed if I get a reply.

Hello,

I am hoping that this e-mail will reach someone who cares how customers are treated in their stores and not just thrown aside and dismissed. I would like to address a situation that happened to me this morning at your CVS on********, FL. I was using a rain check to get an item that was free after Extra Care Bucks and I had a coupon. The girls at the counter (who are fabulous and always treat me with the utmost respect) weren’t sure how to do it, so they called the manager *****. He told me that I could not use the coupon on the item since it was free after ECBs and they were just going to modify the item to ring up free.

Normally, even though it’s really not fair, I would have accepted it and let the coupon slide, happy to get it free. However the nasty tone and look of contempt given to me by your manager (and witnessed by others) made me question him. I said it’s not really fair to do it that way, if the item had been in stock the coupon would have been accepted no problem. He then, in front of everyone, said what it’s not enough that the item is free – you want money back. The more I tried to get him to listen to the validity of my point, the madder he got that I would question him. Then he informed me that I couldn’t use my coupon anyway because it said on it that it couldn’t be used in conjunction with other coupons. I said I wasn’t using other coupons and he then said that ECBs are like coupons and so the coupon couldn’t be used in conjunction with ECBs. I then asked if he was telling me that coupons can not be used with items that give back ECBs and he said if the coupon states it can’t be used with other coupons then yes I am fraudulently using coupons. So now he has yelled at me, called me greedy, a liar and a cheat.

I am ashamed to say that at this point I was so humiliated and angry that I lost control and said how dare he speak to me like this. Again I cannot stress enough the nasty demeanor that he spoke to me with. He then said that what does he care what I think, basically I get everything for free so I don’t really count as a customer anyway (while these are not exact quotes, believe me this is what he said). I would love to know how this manager is so familiar with my spending habits that he can inform everyone within earshot of them. I would also like to know what makes him feel he has the right to speak to any human being the way he spoke to me. I have never in my whole life been spoken to in this manner, not even by people I am familiar with, let alone an employee at a store where I am shopping. If I could press charges against him I surely would.

The worst part of this whole thing is that he didn’t care for one second how he spoke to me or humiliated me. He quite easily could have said something nice and I wouldn’t have questioned him. He was very confident that any complaint that I made would mean nothing. He happily and with a smile on his face gave me his manager’s phone number and encouraged me to call (***-***-****). I would really like to know if this is how CVS does business. He calls his manager and claims that I was just a crazy, greedy shopper and when the complaint comes through you just accept him at his word and nothing happens to him? He can treat customers any way he wants to?

Unfortunately I can’t and won’t stop shopping at CVS. I keep readers of my blog and websites informed of all the great deals that can be found, and that includes the ones at CVS. I use coupons ethically and honestly and follow the deals that are offered. If the item ends up being free (or more then free after a deal) I’ve missed the part where that means it’s my fault. While Mr. ***** has made it quite clear that he does not respect me or value my opinion, I do have a voice with my readers and am looking forward to sharing my experience with them.

I have never complained and mentioned an employee by name. I would feel bad to get someone in trouble for no real reason. The fact that I have included the name of this manager does not come lightly, even after how he treated me. I really feel that this level of abuse was unwarranted and uncalled for. The people that were present were shocked and appalled at his behavior (although the fact that the other employees would not confront him and seemed afraid to do so makes me question how he treats them). I hope that something is done so that he is not able to treat anyone else like this in the future.

Thank you for your time,

Liz

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Category: CVS, Personal, Saving
Tags: Personal

Comments

4 Responses to “My Horrible CVS Experience”

Trina
February 16th, 2009 @ 2:59 pm

Good for you! I look forward to a reply from them as well.
Melissa
February 17th, 2009 @ 1:34 am

I can’t believe that! I would have been SOOO MADDD!!!

I’m glad that you wrote that letter and can’t wait to see their response!

ps I’ve been reading your blog for a while now and really appreciate all of your work to help us find good deals!
Melissa
February 21st, 2009 @ 11:50 am

Have you gotten a response yet?
I do not visit my CVS that much anymore.. because they won’t take printed coupons! Which I think stinks… one of the cashiers told me it is all because of ONE shopper!
nice huh?
Kim
February 24th, 2009 @ 10:43 am

Liz, you know we’ve talked about these things before. I am so sorry for your experience. I can tell you that my Publix changed out almost their entire store staff after so many of us complained to corporate about their attitude toward coupon users. I know that one manager’s view trickles down to the whole bunch, and they do have to follow his orders or lose their jobs. Your letter was firm and honest, and I’m sad that they did not respond. Publix didn’t either right away. I look forward to hearing what happens from your conversation with the district manager. Please make sure you talk to him directly.

As I mentioned before, my CVS store manager was watching my deals one night get rung up. I asked him directly if he made money from people like me, using coupons and ECBs. He laughed and said, “yes, I love people like you.” When a coupon scans (and they don’t have to push it through), the manufacturers reimburse them for all of that money, even the ECBs. If it doesn’t scan, then they do lose that money. The one and only thing he mentioned getting upset about was when he had another store. A lady used to come in on the first day of the sale and wipe out his shelves of the good deals and leave nothing for his other regular customers. He saw her selling groceries at a flea market. The part that upset him was that his other regular customers were always mad and never wanted to shop at his store. He asked her to wipe him out on the last day instead of the first.

I’m sure, as I did with my Publix incident, you repented for sinning in your anger. Anger is justified, but losing control is not. It’s behind you now, and you will be able to relay the facts to the DM so that others behind you do not have to encounter that kind of abuse at that store and maybe others.

Thank you for sharing your story and letting the rest of us know we are not alone!

Blessings,
Kim