Here is the situation...
I'm a former employee from CVS pharmacy for the past 6 yrs now... I work in the pharmacy as a technician and this had been my first and only JOB ever, so I been a technician since I was 19 yrs old. I was just reading couple reviews of how CVS has very poor and unexperience employee who are always very rude and it really bothers me, because I'm a CVS employee and I know I'm not that kind of person, and where I work, we don't run that kind of business because is NOT tolerated. I believe that many people don't even know what CVS stand for, Consumer, Value, Service and each day I go into work I have to give out there 100 percent of me to make sure I stand by that matter, and not only because I work there, but because I always place my self in the consumer position. what if it was me this sick? how good I would like to be treated. Yea some days are tougher than others but is matter of patience and value. Sometimes I believe customers don't understand pretty much the effort that us as employee work on a daily basis to give them the best service they can experience... Since I started working as a pharmacy technician my perspective of people had totally change, and not in a good matter. I still can remember how naive I used to be before working there, I was very much a people pleaser and always willing to go the extra mile to help anyone, but not anymore at least not the people who don't deserve it. Is very sad to have memories of customer who you had help for always yelling at your face, or threatening you with a gun, better yet even making racism coments not even to you but to your co-workers, just because most of the time customer they either forgot the name of their medication and expect us to know it all, or because they forgot to bring in their new insurance and still expect us to know it all. I believe that most of our customer are NOT aware that we are just a PHARMACY, that even going that extra mile to help them, something situations are just out of out hands. And yelling at us, Cursing us out, or even threatening you to do any harm, aint going to change the matter of the fact. I know that us as employee we need to have that Patience and that Courage and Education to deal with all the odds of as a pharmacy technician, but it's very unpleasant and very imature that even when we are doing our JOB or Helping them out, we should still get threated like trash. I believe that under my working uniform their a person, who also, get sick, who also deal with life situations, who also have feeling and emotions like any other person. And sometimes we can also lose our patience over the ignorance of well rounded people(as they call them self) whenever they feel the need to offend us.
As my self, I had learn that theirs only much you can do for people, and as long I know that I been doing my JOB fully completed and pleasant people can turn around and said whar they want because again I can't live at anyones expectations. I have a JOB to do daily, and I proudly say that I do it every day. with open hear and luv to give to everyone
MELBOURNE, FLORIDA -- I can honestly say that I go to CVS very frequently to print photos of my little girl and our activities that we do during the week. I like the fact that you can go in the store print your pictures in a fast and private matter. Now, on June 5th my five year old daughter and I had gone to the daddy daughter dance and took a photo of the two of us at the dance, and so I asked the photographers asst how many photos will I be receiving they replied just one but you can make as many copies that you want when you get the photo. I said great!
So about a week prior to today I finally received the pic of us two and could not wait to copy it and send it to family and friends. So I go in the store on June 19th after 5pm to make copies of some pics so I can send them off to my family. So I asked for some assistance from a young male employee about increasing the size of a pic that was no bigger than a half dollar, then some manager came over and just interrupted what the employee was showing me, which I thought was extremely rude, to show me what the young man was showing me in the first place.
So we get the picture done and I pull out the daddy daughter dance pic to make a copy of it. So I start going through the steps to make copies and here comes the manager again, starts pressing buttons and lifts up the scanner lid and says "you can't copy this", so I tried to explain it to her that the photo place said it was alright to make a copy of the photo. So she rudely interrupted me and explained it to me like I was a three year old about why I can't copy that photo. OK I get already, no problem, it will not happen again, my mistake.
Now I go in there today about an hour ago with my daughter to develop more pictures. And guess whos working, the same manager. So I go to the Kodak photo printer to make copies of our day to send off to our family and I hear "you need help with that", no thank you I said and non discretely I hear the mngr call the cashier over to her and let her know to check my pics b/c I tried developing a pic that they (CVS) are not allowed to do. So I shake my head (like are you for real),so I get my pics developed and put them in my envelope and went to the counter, I let a lady go in front of me, I'm in no rush. So the mngr oopens up a register just to take my purchasse herself, and believe me it was not b/c there was a line there was only two of us in line. So I hand her my receipts and she asks me for my envelope to see what was in there, I said the five pics that I took." Well, I have to check, its my job.", Never in my life have I have seen her or anybody check any envelope ever at that CVS. I know why, she knows why, and I have never felt so demoralized and made to feel like a common thief that had to have my things searched every time I go in to that particular CVS. What she did was wrong and demeaning to me and I would not be surprised if it does not happen often to other shoppers. So I will be looking into this kind of situation to make sure some action will be taken.
POUGHKEEPSIE, NEW YORK -- Today I walked into the nearest CVS just to buy a couple things, when I first walked on the line I noticed the older gentleman in front of me having a hard time hearing the miserable looking cashier (who couldn't make any attempt of speaking louder for the customer to hear) being kind as could be while the cashier wouldn't even look up at him. I then noticed an even linger line of people trying to pick up their photos with a lady trying to get someone's attention for some assistance.
When I eventually got to the front of the line the cashier finally decided to walk over and assist the lady. Why he couldn't get anyone else to come help her? I'm not sure. But when he walked back over to me only to ring up everything I had for being way over the price they should have been (being that many of the items were supposed to be on sale, which I stated only to get a reply that the "sales ended" whatever that's supposed to mean) I then just paid him and grabbed the change without looking, my girlfriend then walked in to the bathroom real quick, while she was I'm their I just straightened out the change I had received in my wallet when I noticed I had only gotten $12 back instead of the $22 I was supposed to receive. While doing this I noticed what appeared to be a customer with some food stained on his shirt staring at me from down the aisle with an angry expression on his face.
I then walked back on line to try to solve the situation with my change, at first the original cashier was hesitant as I expected and then asked for the 12 in my hand back, but then the same guy from the aisle walked up to him asking what he was doing, the original cashier then told him the situation, (still mumbling by the way) and asked him if he should give me the right amount of change the angry manager I now presumed then stated and I quote "No don't give him s%#%" right in front of me. Then grabbed the money and receipts from the day and walked into the office. About 8 minutes later he walked back out with my 12 in hand saying that it was the appropriate amount of money and handed it to me, as I went to show him my receipt he interrupted me raising his voice stating that I was incorrect now that I was over the 12 dollars and just mainly mad about the everything I had just witnessed told him off and walked out.
This was the most unprofessional display of management I have ever witnessed and will never go back to a CVS again. Terrible in all aspects and just disgraceful.
WAIANAE, HAWAII -- About an hour ago, my son-in-law stood in line to purchase items along with a coupon to redeem a free 12 ounce CVS brand of body wash with a coupon he received through a publication on the internet. He presented the coupon to the cashier who immediately stated, "If it doesn't scan, I'm not taking it". It didn't scan. She then said flat out, "I'm not taking it because it's not scanning!"
Another cashier noticed what was occurring and came over to assist. She pointed out to the frustrated cashier that the directions were printed on the coupon in the event it didn't scan.... Which was something to the effect of "Go to Sales, then UPC, then type in the Bar Code".
While the other cashier was assisting her, she stated out loud in front of my son-in-law who was standing right in front of her there at the check out register, "Why are people using these coupons to get CVS brand soaps?... because I like to use the kind that actually work and not this generic brand". Lets not forget the fact that there were other customers standing in line who heard her comments.
OK, now after working several (7) years in retail prior to my current career in education, this is clearly not a good representation of what CVS wants from its employees nor the kind of experience they want for their customers.
Since CVS took over Longs Drugs in my community, I've shopped there countless times and have enjoyed all aspects. This cashier (Lulu), has always displayed professionalism and has always been helpful which leads me to think that perhaps she was having a bad day. Nonetheless, it is still inexcusable to display this kind of behavior.
My son-in-law was embarrasssed and uncomfortable. What makes this even more unacceptable is that these CVS coupons are being redeemed to collect items needed for young adults in a program who are trying to get their lives back on track. Care packages are being made to help support their hygiene needs as they work their way back into the work force and society. This kind of experience could really kill someones drive.....
We are very concerned with this type of service and it's really a turn off. I would like this matter to be addressed and I would like to request that negative comments about CVS products be banned from conversations by your employees because it's simply not true and it's not necessary.
Please look into the matter and for the record, I will continue to shop there because it is one of my favorite stores in my community. Thank you for your time and attention to this matter.
***Also know that my rating in this experience only reflect this particular incident. Other than that, I really like this store! :}
Received my prescription today and it was not my diabetic medication that I needed. Contacted the insurance and mail-order company and was told that it will be be 1-2 weeks later till I receive my correct medication. After a few days, my sugar shot through the roof!! Called the company again and asked them what to do but they pretty much said ,"Too bad, nothing else we can do here." Recommended that I go to a local pharmacy and get a prescription filled and they will authorize a 1 month emergency supply.
So I took my empty bottle to Kroger and the poor technician staff had to call ExpressScript to get it authorized. In the process, she had to wait on the phone for 10-15 minutes just to talk to someone; this is only to be put on hold again.
By now, there was a line people behind me because it took so much time to get in touch with the mail-order company.. Pharmacist talks to me and assures me that he will try to call again later to get the medicine transferred for me and that he has to worry about his "regular customers" at this time! I took his word for it and 4 hours later I receive a call from a Kroger pharmacy staff saying they successfully transferred my prescription.
This was a relief to me but I did feel bad that pharmacy staff had to spend so much time correcting a mistake that Medco-ExpressScript was responsible for and will be bill minimally for it. Meanwhile, the Shady PBM's mail-order will continue to get my business because it is "required". What happened to choice and freedom these days when it comes to prescriptions? I do not like give a company that passes their mistakes off to someone else my business.
SAN ANTONIO, TEXAS -- I am a senior and have a caremark copay insurance. I have been using metformin 1000 mg for past 1 yr and half through mail order from CVS which charged me $20 for 180 tabs of three months' supply. Recently I got a one month supply of 60 tabs at local CVS in Foster City, CA, because of running out of the medication. It turned out the cost of this one month supply was only $2.72.
I made a complaint to CVS customer service by phone and e-mail, but did not received a satisfactory answer. The answer they provided was that the plan calculated for three months' supply cost more whether I like it or not and suggest to order from local CVS from now on. I really cannot accept this answer. It is not logic of buying more costing much much more and feel I was cheated for past 1 1/2 yrs.
So a fellow M3C user emails me several days ago, asking me to share with her the worst complaint I've ever heard or read from a customer. So I've decided to share with all of you. For those who aren't aware, back in the day I worked in a call center for a chain of department stores, so I've heard/read just about everything imaginable. Here's how I would cateogrize what I would hear.
CLASS A; Legitimate Complaints. These were the people who had a good reason for calling because the store they dealt with either couldn't or wouldn't resolve their problem, or gave them just an unreasonably hard time. Estimated percentage of call volume falling into this category was about 30%.
CLASS B; Wishy Washy Complaints. These were the nitpicky people who probably didn't need to call. Not that they were necessarily unreasonable or wrong, but usually what they were complaining about was not really a big deal like having to wait in line for a few minutes longer than they wanted to or something to that effect. Estimated call percentage was 60%
CLASS C; The Tattletales. These people would make me crazy. Customer would call me to tell me about some silly thing an employee did that in no way negatively impacted the customer's experience or the flow of business in the store. An example that comes to memory was a customer called me to inform the company that she spotted an employee sitting in his car smoking a cigarette and she didn't think that was professional. If you call "corporate" to tell them something like this, you have way too much time on your hands. (Call volume 10%)
Okay now to the classic. The dumbest complaint I ever got from a customer was from a man telling me that the store he visited was managed by an Asian female, and he didn't think this was appropriate. I asked him if he experienced a problem in the store or if this manager or an employee gave him a hard time, and he said "no," that his experience was actually very good.
I asked him if the store was neat and clean and if the service was efficient, and he told me "it was." So I asked him what his issue was with this manager, and he replies that "he doesn't like it that an American business is managed by a minority." (his words, certainly NOT mine). So in essence, this buffoon calls corporate to "complain" that he didn't like how this Asian female store manager did nothing but run a nice, clean, efficient store. It just shows you that no matter how good you are or try to be, it won't be good enough for somebody.
RIVERDALE, MARYLAND -- My Husband and Myself visited the one located on Riverdale road Riverdale MD to buy some training pants for my baby girl. Once we reached the register I gave my cell phone # with a 202 area code. She rung us up and the total was $11.12. My Husband gave her a 20 dollar bill and 25 cents, she gave him back 13 cents and then closed the register. He's like "I gave you 20 dollars where is my change?" and she called the duty manager and said that "I need you to count my draw because he said that he gave me 20 dollars and he could be telling the truth because I didn't count it."
What type of mess is this? How could you have ppl on the reg. that don't pay attention to what or how much money ppl give them? So anyway the manager then takes the draw without talking to us, goes in the back room for about 20 minutes then calls the cashier to the back and stay for another 20 minutes. Then the manager comes out and say her draw didn't come up short. OK what does that matter? She then says that he gave her a 10 dollar bill. OK how is that possible? The total was 11 dollars and 12 cents.
After her refusal to give us our change we called the police. The Officer claimed he watched the tape and that you could not see what the bill was that she received. The manager would not let me view the tape even with the Officer present. Something is very wrong with that. I also want to state that we only had a 20 dollar bill 4 ones and three quarters in our pockets at the time. The Officer gave some information on steps I can take to resolve this matter. We just got robbed by the CVS for 9 bucks!
CALIFORNIA -- I have been a pharmacy Tech for 3 years now, 2 years with Long's and 1 year with CVS. CVS bought us out a year ago and things haven't been the same since. Just to let all of you complainers know we do not try and be rude and give you terrible service. I would like to see some of you try to do our jobs, CVS has cut our hours so much that it is hard to get anything done when you are so short staffed.
There is 1 person taking prescriptions, answering phones, and inputting prescriptions all at once at my store. So sorry if you have been waiting 5 minutes and I haven't helped you, I am trying to do 3 peoples job at once. I only have 2 arms and 1 brain. I am sick of all the complaints with how much work we do for you people. I try and keep my spirits up, but it' hard to deal with customers cussing at you, throwing prescriptions at you, and complaints all day, it is not fun and you wonder why we are rude at times?
One time I was held at gunpoint for drugs, so we decided to shut down the pharmacy (God forbid we close) and a woman wanted to drop off her prescription and I said, "Sorry ma'am we're closed, we were just robbed," and all she could say to me was, "This is ridiculous, there is always a problem here." So I am sorry if we have been rude to any of you nice customers out there, but don't think it is because we get some type of sick pleasure out of it, it is because we are tired of being mistreated by all of you ungrateful people. Please just give us respect and we will do the same, we are people just trying to do our jobs, like everyone else.
CHERRY HILL, NEW JERSEY -- My son had been an employee at CVS in Cherry Hill, NJ since Sept '09. He was fired almost three weeks ago because he was accused of stealing. The Loss Prevention Manager in the Philadelphia region came into the store to "convince" my 16 year old son that he's been stealing approx. $20 worth of stuff and that they have been investigating him for a while now. She made him sign a confession sheet. He couldn't deny these accusations because she said they have evidence that proves he did it.
They made me come in and sign this too... I suppose because he's a minor. I did, fully believing my son was guilty at the time considering the "evidence" they said they have. When I asked to see it however, she said she wasn't allowed to show me.
After talking to my son and giving him every opportunity to "come clean" on this, he still asserts his innocence. After talking to numerous people at all different levels of the company from Loss Prevention to Human Resources, I finally got the LP Director to admit there is in fact no "evidence". They also couldn't come up with an accounting of what made up the $20 they said he stole. Another strange thing... the day this firing took place, the regular store manager left early and there was only a mgr trainee there which I believe is against their policy.
My son got along well with the store mgr which might explain why he wasn't in the building when this took place. I've been trying to get real answers for weeks now as to why this happened, and why to my son, a 16 yr old part-time employee. When he's tried to talk to other people who work there about this, they've said they can't talk about or they'll be fired.
I'm pretty sure I'm not ever going to get any answers from them and I'm also not sure if I can take any legal action against them. I know they don't have to have a reason to fire but are they allowed to blatantly lie to my son and me to get us to sign a document of theirs? My wife and I feel we have no real recourse. Any suggestions?