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Bad Customer Service!
Posted by Houdinisgirl on 08/16/2005
PASSYUNK AVE PHILADELPHIA, PENNSYLVANIA -- I am a loyal customer of CVS. Tonight I visited the South Philadelphia PA store and I was very upset by the treatment I received. I had quite a few items that I was planning to purchase. One of those items was Feria haircolor In the haircolor aisle there was a sign that stated Feria haircolor $6.99 all shades. When I went to the register the haircolor rang up at the normal price of $9.99. When I questioned the cashier she very abruptly said "Show me where you saw that". I brought her to the aisle and showed her. Another young woman came up and said "That ain't on sale, it's only one shade". I pointed out that the sign pecifically stated all shades. Then she changed her story and said. "Oh, well that's an old sign". So, I asked her why it was still on display to customers. She was very nasty and disrespectful to me. I asked for her Manager. She stated that SHE is the Manager. So, I asked for her Manager to which she stated that he was not there. She said "I ain't giving it to you for $6.99, cuz it ain't $6.99 just because we didn't take the sign down from last week". There was no date on the sign. I told her that I would not be purchasing any of the items and that CVS had lost a good customer and that she was a very poor Manager (if indeed she really is the Manager).

To CVS Upper Management I would like to say that I am appalled. Not over a few dollars...(though I do believe that I should have been given the product at that price and at the least an appology). No, it is about the demeanor and horrible customer service that your "Manager" displayed to a customer...A loyal good customer. I am employed as a Customer Service Manager. Every day I deal with "difficult" customers and my goal is to make sure that the reps that I manage and those customers that we serve are treated with respect, so that they continue to patronize the company. I listen to their complaint and if the company has made a mistake I try to rectify it. I do not argue with the customers, insult them or EVER treat them with disrespect, nor do my reps...Not even if the customer is wrong. I would ask you to investigate the conduct of your Managers and why their are sale signs from last week still hanging on a Tuesday evening. That is not your customer's responsibility, but your staff and ultimately your Management team.
     
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Posted by Silent_Assassin on 2005-08-17:
you're not the first person i heard a story like this from it's amazing they are still in business. CVS lost my business a long time ago.
Posted by compwiz on 2005-08-19:
That's really awful. I know any other store would always honor the price on their shelf tags even if it was wrong. I don't shop @ CVS anyway because you have to use a dumb tracking card.
Posted by nsx9red on 2005-12-17:
Hello there, I am a member of management with CVS. I read your posting and I am also appalled at what the employee said. First of all, proper grammar should be used at all time. "Ain't" is not proper. I work in Florida so I can't do much, but I can tell you this. There is a number you can call 1.800.SHOP.CVS. This is a corporate line. It might sound cheesy, but I can vouch for them. I had a complaint from the pharmacy and a lady called this number and within 10 minutes of her making the call, our corporate office called the store and immediately, the problem was resolved. This is not our mission, and I hope that further visits to our stores will be incur a better shopping experience.
Posted by JasonJD on 2006-05-26:
When I'm ringing, and something is mis-signed, I always honor the marked price. The poor treatment you recieved is not typical of the company.
Posted by anony on 2006-06-20:
compwiz - u might as well stop shoping at any store.


Posted by L34 on 2007-06-21:
Yeah, I work for CVS ExtraCare customer service, and yeah, if you call and complain about something not being on sale of if they charged you the wrong price, we'll most likely just give you an extra buck or two to shut you up.. otherwise, CVS is managed by penny pinchers. I know this for a fact. CVS is laying 90+ ExtraCare customer service reps off; most likely because they are going to move the 1800SHOPCVS
Posted by L34 on 2007-06-21:
... calls to india where they can pay for the reps to work like dogs for a millionth of the cost it took for them to pay us. So, just FYI, yeah, CVS is cheap and they only have extra bucks so that you will forget to use the coupon and they will save money. P-E-N-N-Y P-I-N-C-H-E-R-S!!!!!!! and thats .03 cents of my million and a half comments about cvs
Posted by based_upon_principle on 2008-06-10:
The same thing happened to me (minus the poor grammar) with a sale item - Speed Stick. This was over one dollar. The manager refused to honor the marked/signed price. I called the District Manager, who was very unprofessional and did not apologize for the improper signage at the store or his manager's refusal to honor the price. I am looking into reporting CVS to the department of Weights and Measures (which regulates that retail stores honor the advertised/posted prices). At this point, I only go to CVS as a last resort and have switched my business to Walgreens. The customer service great and always consistent.
Posted by Anonymous on 2008-08-09:
Yep. Bad customer service. The tag still being on the shelf was clearly CVS' fault. I usually immediately give them the tag price. Most of the time though, a situation like that is on account of a clearance tag on one particular shade and I've had many many instances of customers assuming it was for ALL THE hair colors of that particular brand.

But as this was not the case, it is still unprofessional and really worthy of a good talk with the store or district manager who'll ply you with goodies and apologies to keep you from reporting them to weights and measures. Just another by product of overworked understaffed stores.
Posted by Vannity on 2009-10-15:
Well, I will say that is an unfortunate experience. I worked for CVS for well over 2 years. I'm not excusing this woman's behavior, and I myself would NEVER lash out and criticize a customer in that fashion, but what the case usually is is that the employees get tired. They are over worked, underpaid, and have no incentive to be good employees. They have to work 3 to 4 jobs, photolab, cash register, front store, stocker, and janitor and still be open to help the customers with any issues. The company runs them ragged with 6-7 day a week work days and will most likely be there for over 9 hours a day without a break. Once again, not excusing the "manager," because the rule in fact IS that if the sign is up, the customer gets the price, I'm just trying to let you see from her point of view it's not all just customer relations.... it's at least 5 other jobs rolled into that.
Posted by James on 2013-10-04:
It does suck that the employees were so rude to you (assuming you're telling the whole truth, which I doubt) but the customer has to realize, we hang hundreds upon hundreds of sale signs throughout the store every week. When pulling old tags, we're bound to miss one. Some people flip their lid on me when something scans higher than the sale sign says. All you have to do is calmly tell me that there was a sign on the item for cheaper, and I'll go check it out. If it's an old sign, I'll pull it off and honor that price since it was still up. But some people immediately start screaming and shouting, as if we never make a mistake and were intentionally trying to screw them over.
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Junk sold at CVS
Posted by Gemvalue on 02/19/2011
Fine...it's cheap, real cheap; fine, what do you expect for $10 in an electric shaver??...but, DOES A COMPANY LIKE CVS WANT TO BE ASSOCIATED WITH A PIECE OF TOTAL JUNK SUCH AS THIS SHAVER?, JUST TO MAKE A FEW EXTRA BUCKS IN THEIR CORPORATE BOTTOM-LINE??. Had I bought this same shaver at a flea-market, dollar store, from some little-known seller-discounter etc, I wouldn't complain...you get what you pay for!!...but, I bought this at CVS, the same corporation that sells many items I buy weekly-monthly plus prescriprions, blood monitor supplies, etc...supposedly a company with a reputation, credibility, high (or at least reasonably high) quality-standards etc...if they are smart, they should take an item like this off the shelf: total disaster as a shaver, shave one hair for every 3-or-more it doesn't even catch. Sure, I should have known better...sure, I could exchange it and get my money back...but, thats not the point. The point is that this crappy shaver reflects on the sellers image and reputation because THEY sell it, CVS !!. CVS, give up offering items that shouldn't be sold to consumers due to their extreme low quality!!..this shaver is not an isolated bad one, a dud...just a very poor performer that belongs in a flea market at best, a low-end flea-market. I guess CVS is happy they got my $10 bucks!! (let the CEO of CVS use this model shaver for 3 days, then review!!...he'll probably fire himself voluntarily !)
     
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Posted by Venice09 on 2011-02-19:
In a way, I agree with you. Some things shouldn't be on the market at all. It's just part of the never-ending barrage of junk that overloads landfills. On the other hand, this shaver might actually serve a purpose for certain people. Maybe someone with little hair growth and not much money, like a teenager.

It's obvious that ten dollars is not going to buy a high performance shaver, as you mentioned, so I'm not sure why you purchased it.
Posted by Anonymous on 2011-02-19:
I can't imagine the number of retailers that sell this same exact product. No matter where you buy it, you get what you pay for.
Posted by Anonymous on 2011-02-19:
My questions is why are you blaming CVS???? Shouldn't your complaint be against emerson? The company that MADE the shaver? CVS is like every other business and sells items they think they can sell. Since CVS specializes in pharmacy and health care products, shavers isnt on the top of their list of items they specialize in. You get what you pay for. If you want a good quality item, then you PAY for it.
Posted by Ytropious on 2011-02-19:
We got some connair electric hair clippers at CVS for 10 bucks, they work just fine. Why the heck are you blaming CVS, last time I check they don't make these products they just sell them.
Posted by Venice09 on 2011-02-19:
Prince, I think the OP is more upset with CVS for selling junk than he is with Emerson for making it. He expects CVS to carry better quality products, but as you said, CVS carries what they think will sell.
Posted by Starlord on 2011-02-19:
You can buy the exact shaver at Rite-Aid here in Washington, as there is not a CVS within 200 miles of us. CVS and Rite-Aid, and even Walgreen's have gone far beyond specializing in pharmacy and health care products. They are more like a small department store, selling goods for people of various purchasing abilities. Maybe you consider a ten dollar shaver to be a piece of junk, but you just look around a bit, and you can find Norelco, Remington and other electic shavers. You get what you pay for. Some people cannot afford what Norelco and Remington charge. I bought one of those ten-dollar shavers once, and kept it in the glove compartment of my patrol car. If I got to feeling a bit nubby, I'd break it out and give my shave a quick touch-up. I'm sorry we can't all afford the top of the line in everything, like you can.
Posted by trmn8r on 2011-02-19:
You know, there's a lot of junk on the shelves in stores, overall. (Rule #1) It is our responsibility as consumers to question each item before we buy it, so as not to get stuck with one of these pieces of junk.

Ideally, (Rule #{>1})a company we respect shouldn't be selling junk. But you need to go back to rule #1 - buyer beware. I'd expect to pay at least $50 for a decent electric shaver. For $10 I would seriously question what I had in my hand, and go research it before buying. Or buy it, leave it in the box, and research before opening.
Posted by getoverit on 2011-02-19:
On a lot of levels see where the OP is coming from. It would be nice if we could make purchases at a given retailer and expect that, simply by virtue of the fact that that retailer carries the product, we're getting something of value and quality.

But things just don't work that way. There might be certain companies that you can rely on to provide quality products - maybe like Nordstrom's or L.L Bean. But I certainy would not put CVS in that category. It's buyer beware.
Posted by gemvalue on 2011-02-20:
I dont blame Emerson for a cheaply made product and poor performance...up to them. CVS is a retailer that I doubt gains much by having their customers associate their store with a few cheaply made products that they sell in it.Overall its a good retailer of many items...why want to be connected with close to junk items??
Posted by Anonymous on 2011-02-20:
Gemvalue-you are going to come across this everywhere you go. If you are complaining about CVS, then you might as well add every other retailer in the united states. Weather your at wal mart, CVS, walgreens, or any other retailer, they all sell cheaply made products, most of them made in China. This is America. If you expect a quality-made product that you want to last a long time, I suggest you go online, do some homework, and pay accordingly. If you think a 10 dollar item is going to last forever, then you're living in a fantasy world.
Posted by bruce2954 on 2011-03-01:
I bought one of these shavers and it doen't cut very well. I have to shave with a blade after. However, even a Norelco doesn't shave that close.
Posted by Anonymous on 2011-03-01:
Nothing beats an old school straight edge and a very steady hand.
Posted by realism on 2013-08-09:
I've used Norelco, Remington, Braun, Panosonic - all of the name brand electric shavers. I found the Emerson to roughly match all the others - for 10 bucks from Walgreens and even came with an extra foil (usually $20 or more separately). I went back and bought 3 more. Never got to use 2 (except for cutters and foils) since I discovered the extras have to be re-charged occasionally. I'm here because I searched for them, Walgreens no longer carries them - so I'm headed to CVS.
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CVS CUSTOMERS
Posted by Kittenz333 on 05/23/2010
I work for CVS, and everyone who has a complaint can shove it. Honestly, don't get in my line and look for your cvs card for 20 minutes. Dont be rude and leave your receipt on my counter. Put your cart/basket back where you found it. Dont yell at me because your too stupid to read sale signs, for example if your Arizona tea is 3 for 2 dollars and your total is 2.01 ...shut up its a penny. if there is a line don't give me an attitude while I'm trying to help you. LEARN HOW TO READ. LEARN THE DIFFERENCE BETWEEN THE ONE HOUR PHOTO SERVICE AND THE IN SECONDS. learn our hours, you wouldn't go to the bank when they are about to close now would you? the customer is always wrong. I am not an expert on the products we sell, and if we don't sell what your looking for no its not my job to know where they do sell it. If you have to wait at the register for 15 seconds calm down, I do have other things to do besides help your un-greatful ass. Dont call and ask when we close, listen to the options on the phone. Learn the pharmacy hours. No we can't accept expired coupons..duh? Dont ask how I am so that when I said fine how are you then you can go off and complain about your life because guess what? I don't care. DO NOT COME IN WITH MULTIPLE CVS CARDS AND A PILE OF COUPONS, YOUR REALLY ANNOYING AND BEING RIPPED OFF BY EXTRA BUCKS. newsflash: you can pay for your milk back in the pharmacy with your scripts! "I can get this cheaper at so and so" well good then go there, get out of my store. Dont ask if I work here because as you can see my shirt says CVS/pharmacy. NO we don't have a public bathroom, so don't ask. WE DO NOT SELL BREAD, go to the gas station across the street. My register is not a place to leave all your items as you shop for more. If you notice a price isn't right say something before I give you your receipt and have to do a refund. Before you ask me where the cards are look around and youll see a HUGE halmark sign!!!!!!!!!!!! Dont compain that you never save anything with your CVS card, well first of all you need to buy the sale items second..you don't have to come here or you can throw away your card. I hate that CVS will give anything to their customers to keep them happy. You as the customer are always wrong!


If a customer is nice and polite I have no problem helping them, but the ones who act like this need serious help and don't understand what its like to work with people like them on a daily basis. So everyone who has a complaint about CVS consider if you had anything to do with the service you received.
     
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Posted by OMG.its.Courtney on 2010-05-23:
i think you're forgetting that you have a job to do. your job is to help the customer with their questions and concerns. same goes for you...if you don't like your JOB or the people that you're paid to help...then go some where else. and you shouldn't be so angry...it ages you =]
Posted by Venice09 on 2010-05-23:
It sounds like your job is really getting to you and you need a break. I realize some of the things you mentioned can be annoying, but you seem to be having a problem with everything. Maybe it's time to think about finding a non-retail job because what you described is a normal scenario in the world of retail. I don't think the customers will be changing any time soon, so there's little hope of it getting any better.
Posted by jktshff1 on 2010-05-23:
A day in the life of a CVS csr.
Posted by PepperElf on 2010-05-23:
normally i really give the employee the benefit of the doubt in "informative" letters like this

but the level of venom here is a bit strong

i don't mind reading about a crappy customer - hell i have http://notalwaysright.com/ as my only link on my profile here


but that's the difference I think. in those stories, the employee says specifically what the customer did wrong, or how they acted etc.

there's an important difference between a story like that and... lashing out at everyone.

in the first, it's a story that gains sympathy while making people laugh
in the second it alienates *everyone* - including those whom you wish support from.
Posted by tnchuck100 on 2010-05-23:
Your condemnation of all customers is about as valid as me saying all retail clerks are bad. You need to take some time off and get some perspective on life. Those customers, the good ones and the bad ones, are the source of your paycheck.

Maybe a career change is in order.
Posted by clutzycook on 2010-05-23:
I'm not saying that you're 100% wrong, but with as much frustration and venom I feel coming from your post, I think it's time to change jobs. Maybe to one where you don't have to deal with the general public.
Posted by Anonymous on 2010-05-23:
NWIWLF
Posted by madconsumer on 2010-05-23:
great review, and very imformative!!
Posted by MRM on 2010-05-23:
HAM
Posted by tnchuck100 on 2010-05-23:
HAM ?
Posted by MRM on 2010-05-23:
Hot A@@ Mess!
Posted by tnchuck100 on 2010-05-23:
Yup. I'd say so.
Posted by Ytropious on 2010-05-23:
I don't think the OP is saying all customers are bad, in retail there's always some that are idiots, I think the OP is blasting them ie the people who don't read signs etc. If you read the signs then the OP has no beef with you. We've all been there, it happens.
Posted by PepperElf on 2010-05-23:
ytrop - very true

my issue is that the amount of venom used in writing this is so strong that it comes off as arrogant

there is perhaps something to be said for doing things in moderation.
Especially when telling those customers that "your too stupid" [sic]

Posted by Anonymous on 2010-05-23:
"The customer is always wrong!"

"Dont yell at me because your too stupid to read sale signs, for example if your Arizona tea is 3 for 2 dollars and your total is 2.01 ...shut up its a penny." ....So, even though the sign says 3 for $2, the customer is still wrong cuz it's just a penny...and, they are still stupid?

Yea...I guess your logic makes sense...in the land of nuts.
Posted by Anonymous on 2010-05-23:
I wish there was a location included with this review, so I'd know to avoid shopping there.
Posted by raven2010 on 2010-05-23:
ummmm...wow. Yeah, just wow.
Posted by Anonymous on 2010-05-23:
Kittenz, just like we have a choice in where we want to shop, you have a choice in where you want to work. CVS and the customers they serve do not appear to be a good fit for you. I hope you find a career path that will allow you to enjoy the work you do.
Posted by Anonymous on 2010-05-23:
I'm surprised I read this review past the first sentence.
Posted by Starlord on 2010-05-23:
I have a friend who is a cashier at a WalMart in WVa, and she characterizes most of her custo0mers as 'hicks whittled from sticks.' They have to ask when a customer uses a WalMart card if they want it reloaded. One guy looked it all over, turning it every which way and asked (shifts into Larry the Cable Guy,) "where the hell do ya put the shells?" Maybe kittenz has some legit comments.
Posted by mrnmrsweibel on 2010-05-23:
I work at McDonald's and I feel the OP has some good points and has some very bad points. I will go out of my way to be nice and helpful if I can but it is annoying when people ask certain questions. For instance, if you come inside and I am the cashier and you ask me how much a number one cost without even glancing at the big huge menu board above my head, yah that is kinda annoying. However I do not mind at all if you at least look like you are making an attempt to look for it, or if it is one of the small hidden prices on the board. It also bothers me that some people act like just because they are the customer we should die trying to help them and that is just a little to far. As I said, I will try to be as helpful as possible but please don't treat me like you rule my world just because you chose to come into McDonald's. And, there are times when the customer is just not right. We once had someone get very very irate because he ordered a sandwich and insisted it was not made the way it always had been which was just not the case. We offered to make it the way he wanted it but he kept demanding we tell him why it changed when it honestly hadn't in the ten years or so I have worked for McDonald's. We told him it could have been made different if he went to a different state or something but again he insisted he only frequented local McDonald's.
I also worked at Kmart for a little while quite awhile ago as a cashier. Our bathrooms were located way in the back of the store and one my way there one time I got stopped by five different customers asking for help. I tried to help them as much as I could but being a cashier I didn't really have an answer. They hadn't even taught me to use the intercom to call for help. One of the people were very rude because I couldn't help her even though I did try to the best of my ability. By time I got to the bathroom and got back up front I got yelled at for taking to long.
Long story short, customers please try to be a little more understanding, just a little bit will go a long way from everyones point of view. OP if you really feel the way you say it is time for you to move onto a new job! Working with customers is hard work and at some point it wares you thin. I think your as thin as you can get.
Posted by raven2010 on 2010-05-23:
LMAO Starlord!!!
Posted by Venice09 on 2010-05-23:
Nice response, mrnmrsweibel. I always respect people who do jobs that I could never do, such as retail, fast food, etc. It takes a lot of patience to deal with the public, and not everyone is cut out for it. That's why I try to meet the ones who do those jobs half way.

I wonder how long the OP is working at CVS. She seems to be at a point where everything is getting to her. Maybe she can't find anything else, and this is her only choice. I hope writing this review helped her let off a little steam. And maybe some people reading this will have a better understanding of what it's like from her side of the counter. Sometimes people just don't realize it.
Posted by mrnmrsweibel on 2010-05-23:
Thank you Venice. That was my point was we as emplyees do need to be polite and respectful but customers also need to be the same way. There are so many people that seem to think working in these situations are just cake jobs when in reality it is very hard. We have a very high turn over rate because people just waltz in thinking "oh its mcdonald's how hard can it be". It doesn't take long for most to realize it actually is hard work. Heck even my own father tells me to get a real job. I however like what I do and most of the time enjoy my job. I'm also in it for the flexibility aspect because my husband is gone a lot and someone needs to be home to take care of our son.
I think the OP has definatly out wore her boiling point and I hope she can move on and find something that makes her happy!
Posted by Ytropious on 2010-05-23:
I actually had a customer basically demand I tell him happy birthday a few days ago. The dude was 44. WTF! lol. Retail certainly aint for everyone but in all honesty those of us working through college don't have much of a choice. We need a job that is flexible enough to work and go to school at the same time. I know that's my situation at least.
Posted by Anonymous on 2010-05-23:
Manners, man. It all comes down to what our society is rapidly losing-the idea of manners. I show them, I get them. I asked someone the other day where the garden hoses were, and I was standing right in front of them-all I had to do was turn around. The guy kind of chuckled when I said, "If that would have been a snake, I would have been in trouble." Humor. He might have considered it a stupid question, but he didn't treat me like an idiot because I was nice.
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Are You Customers Kidding Me?
Posted by Janeta09 on 07/20/2009
I've been working as a pharmacy technician for less than a year, and I can say that never in my life have I encountered so many rude and obnoxious customers. Reading these reviews only validates that.

You want perfect service? Tough, it doesn't exist. I'm sick and tired of people coming in to the pharmacy complaining and being jerks to us because they think we owe them the world. You want 30 second service at the drive through? Go to McDonald's. You want things for free? Become a thief. The world does not revolve around you. You come in to the store and expect us to respect you, and we do...and we expect the same in return from you. CUSTOMER SERVICE GOES BOTH WAYS.

I took this job so I can bring in some extra money while I'm in school. Unfortunately every customer assumes all us techs are on the same educational level as a burger flipper and treats us as such. You idiots have no idea that most of these people that you sit there and yell at are at their wits end with your nonsense BS and have gone through too many years of college education to allow you to disrespect them.

So next time you feel like complaining about customer service at CVS, get a life. We do the best we can.
     
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Posted by Anonymous on 2009-07-20:
Do I want perfect service at the pharmacy? YOU BET I DO! There is no excuse for less than perfect/accurate service when medication is involved.
Posted by BokiBean on 2009-07-20:
My Walgreen's people are so nice...glad they aren't burnt out and bitter.
Posted by PepperElf on 2009-07-20:
Most of the complaints I've seen aren't really over bad service, but over the fact that the techs were not breaking the law for the customer.


Examples of complaints I've read....

* Customer comes in with a script but there's no contact information or letterhead on it. Since the tech couldn't verify that a real doctor had written the script, she/he refused it... and of course the customer said it was "bad service"

* Customer comes in with a script that looks suspicious. Tech calls the doctor to verify. And of course the customer claims "bad service" because she felt the tech shouldn't be so nosy.


Granted, yes there are some tech out there with issues. But from what I've seen on complaints... the biggest issue is that people don't realize the techs will not break the law for them.
Posted by Anonymous on 2009-07-20:
I'm with the OP. Too many crybabies taking advantage of all this anonymity on the Internet.
Posted by BokiBean on 2009-07-20:
"Unfortunately every customer assumes all us techs are on the same educational level as a burger flipper and treats us as such. You idiots...."

Every customer. You idiots.

Lost me there.
Posted by Skye on 2009-07-20:
The OP is very angry, and should never ever work in a job that involves being around and helping customers.

Posted by BokiBean on 2009-07-20:
Skye, I agree.

I couldn't work customer service to begin with, but I'd be danged if I would hate my job like this, hate my customers..and still come to work every day.

Time to move on.
Posted by Skye on 2009-07-20:
Boki,

Lots of rage in this review. Not healthy for her/him or the customers.
Posted by Anonymous on 2009-07-20:
Ouch. Funny though, I get good customer service just about everywhere I go. This person must live in an area of very irate people. Since they didn't mention the city, I don't know which one to stay out of now.
Posted by goduke on 2009-07-21:
Janeta...

In your role you are dealing with folks who are sick, either from an acute attack of something (like the flu), or from something chronic (diabetes, etc.). It could be that their kids are sick, or their elderly parents, or their spouse. Here's a hint: folks who are sick aren't having the best day. They don't like being sick, and they don't like being reminded that they are sick. When they come to your counter, some of them are not going to be in the best of moods, some of them are impatient because they don't feel well.

Guess what? It's your job to deal with it. It's your responsibility in the role for which you accept compensation to do everything you can to make sure that they have an easy and comfortable experience when filling their drugs. You can do that with a smile sometimes. Sometimes you have to explain what's going on. Sometimes you may actually have to get out from behind the counter and get someone a bottle of water before they pass out. That's your job. Don't like it? Get another one.

You are dealing with medication. Medication can cure folks. Medication can also kill people. So you had better be doing everything you possibly can to be absolutely perfect in your job, because your mistake (which you don't seem to think is a big deal)has pretty awful consequences. The fact that you don't see this is, in all truth, a bit terrifying.

Please do the customer a favor and find a job in an environment where you only have to worry about whether the kidney beans were 3/$1 or 4/$1.
Posted by Anonymous on 2009-07-21:
Goduke, BA!!
Posted by Anonymous on 2009-07-21:
This post is exactly what is wrong with CVS. In light of the multiple reported instances of screwups in filling prescriptions correctly that have been reported over the past couple of years, I think a CVS Tech might want to think twice about referring to the customers as 'you idiots'. There is this thing about kettles and black pots.
Posted by goduke on 2009-07-21:
Ken -- I know lots of folks who work at CVS stors and in CVS management in the field and at corporate. This is not indicative of what CVS employees are like. This is one really bad employee who needs to be weeded out.
Posted by Anonymous on 2009-07-21:
Probably true, Goduke, but would I ever consider using a CVS pharmacy now? Not a chance.
Posted by goduke on 2009-07-21:
Kind of an overreaction, but that's your choice. I can find you just as many rants out on the web from Walgreens, Walmart, Target, and Kroger employees. Making a decision based upon the tirade of 1/190,000 of the employee population seems to be a bit much.
Posted by yoke on 2009-07-21:
The CVS pharmacy techs at the store I go to are wonderful. The other day I was in to get a script filled and there was an elderly lady in front of me who was asking the tech to read some greeting cards for her and to tell her which one was a birthday card. The tech went ahead and read each one for her. When the lady left she attempted to apologize for the delay. I told her there was no reason to apologize since she was helping someone who needed her help. When I went in to get a bunch of scripts filled after being in the hospital the tech aked if there was anything else he could do for me and asked if I needed help getting anything else in the store, he did not see hubby with me. I have not been to any other CVS's to get my scripts filled but the one by me goes above and beyond customer service.
Posted by jktshff1 on 2009-07-21:
biz...why don't you do like the free ky baked coupons and go away.
Posted by bizmail on 2009-07-21:
jktshff1, the truth hurts, does't it?
Posted by Anonymous on 2009-07-21:
Guess next time I pick up my heart med's I should consider myself a JUNKIE? Because I got a couple of stents I'm a JUNKIE in the eyes of the pharmacist? Good thing I wrote off CVS some time ago as the gang that can't shoot straight. I go to a real pharmacy with real pharmacist's that say hello and make sure what the Doc prescribes is what I get. That's a foreign concept to the likes of Bizmail and the other pill counters at CVS that have not even learned how to count yet or put the right pill in the right bottle.
Posted by jktshff1 on 2009-07-21:
Never bothered me. Must be something you know something about.
Posted by Principissa on 2009-07-21:
Are you freaking kidding me with this garbage? I trust you pharmacists/techs with my life. You are working with potentially dangerous drugs that could kill someone if not handled properly and you have nerve to call folks whiners and complainers? How dare you. Where do you get off thinking like that?

I almost died this weekend due to a pharmacy error. A cross contamination of pills. I give you my allergy information as well as the type of reaction and do you even read it? Do you even care? Do you ignore it? Or do you just look into the system and make sure that the pills match the picture and forget the rest?

Do you think I'm whining when I ask you if this came into contact with a potential allergen? Do you know what it's like to struggle for breath? To feel your skin burning off because some lazy arrogant tech like yourself ignores my allergies and just goes around exposing my meds to allergens that could kill me? Not caring about how I could die? Just complaining because I'm a drug seeking junkie there to make your life hell!

We're not talking about ramen noodles and Pepsi. These are real people and you are dealing with dangerous drugs. You should be absolutely ashamed of yourself. You should also be in the unemployment line.



Posted by i_am_canadian on 2009-07-21:
Perhaps she is an irate and belligerent employee, but having worked in a WalMart and being familiar with their pharmacy, I can sympathize to a degree. It attracts the absolute rudest, lowest pieces of scum ever to walk the earth. I saw them scream, swear, threaten and even resort to physical assault. I'm not saying that's what happens to her or that it's an excuse for her rudeness, but just something to keep in mind.
Posted by Principissa on 2009-07-21:
But you are working with people and people are putting their lives into your hands. I don't expect compassion I expect competency. I expect that when I tell you about drug allergies you don't consider me a whiner and take it seriously. That's it.
Posted by i_am_canadian on 2009-07-21:
Perfectly realistic expectation. I suspect that Janeta was only venting her frustrations with rude customers like a lot of retail employees, nothing more.
Posted by jktshff1 on 2009-07-21:
*************************Princi!
I don't care what the attitude of the customer is. They are not buying a pair of socks, they are purchasing something that affects their lives, livelihood, and family.
If the csr is having "problems" that day...who cares?
Posted by Principissa on 2009-07-21:
Exactly JK. I put my life in their hands and I expect that they are competent. If they are having problems I sympathize but not enough to put my life at risk. It means too much and it is too precious. As I said these are medications, dangerous medications if not properly handled. And I'm not willing to take a gamble because some tech had a fight with her boyfriend or the pharmacists dog died.
Posted by i_am_canadian on 2009-07-21:
Did she ever say 'I purposely screw up people's medications because I don't like customers and I'm miserable at my job'? No. She said she was simply tired of being talked down like she was stupid and people's rudeness was getting to her. A lot of people feel that way, and to say she should wind up unemployed because of it is just wrong.
Posted by Principissa on 2009-07-21:
Does it matter? Her I don't give a crap attitude speaks volumes! You work with sick people, expect them not to be happy. I worked in an emergency room for over 6 years and got screamed at, hit, punched, kicked, puked on, peed on, had poo thrown at me, and if I EVER EVER talked to a patient or got overheard "venting" like this, I'd have been fired. You do not take a job in the health care industry with an attitude like this. I expect this type of attitude from a McDonald's, NOT a pharmacy.

There is no excuse for this type of nonchalant attitude venting or not. These are people's lives we're talking about. If you can't handle it, you need to find a new line of work. So help me if I ever ran into a tech like this in any pharmacy I would see to it that they had their needed attitude adjustment.
Posted by jktshff1 on 2009-07-21:
Don't matter what her problems are. If they are that bad, she needs to quit before she kills some one.
Kinda like your surgeon having a "bad day" before they open your heart.
Posted by BokiBean on 2009-07-21:
"Go to any place in the world and try pulling that arrogant crap. I guarantee, you are going to get your butt kicked, by the employee. What makes you believe that can't happen in America?"

Because they will get arrested? Just throwing stuff out there..
Posted by i_am_canadian on 2009-07-21:
BokiBean, what's your opinion on the OP? I want another person's input.
Posted by BokiBean on 2009-07-21:
I think she's probably in the wrong industry..its gotten to her and she'd be happier in another job that isn't customer oriented.

It's also entirely possible she's just venting about the meanies she has dealt with in a collective sense. but she made some remark about "every customer" that kind of threw me.

Some people are built for the health and customer service fields and some ain't. If she's TRULY this unhappy, she should move on to something that will be more fulfilling.

I know I would.
Posted by Anonymous on 2009-07-21:
janeta09, stop your whining!!, will ya. No one forced you to work at a Pharmacy, you knew what you were getting yourself in to. No one said it would be "Peaches and cream". If you can't take the heat get the hell out of the Kitchen. Perhaps you need to prescribe yourself some Midol.
Posted by Anonymous on 2009-07-21:
Midol is over the counter wally. Janet might need some Prozac, Prestiq, Effexor, Zoloft, Lexapro, etc
Posted by BokiBean on 2009-07-21:
Also, I'll be honest. I live in the deep south where pretty much everybody better be friendly dealing with customers and the customers better be friendly dealing right back. Its just that way here. It sure makes things easier and its mutual.

My mama takes donuts and stuff to her pharmacy girls..she knows how to get in good with them haha.

But I've lived in other parts of the country, like Utah, nothing against it, but they just aren't as chatty and demonstrative and even polite and it could be a cross to bear working with John Q.
Posted by i_am_canadian on 2009-07-21:
Boki, best comments.
Posted by BokiBean on 2009-07-21:
Well, thanks for asking my opinion! :)
Posted by i_am_canadian on 2009-07-22:
If Janeta is reading this, I would like to invite her back here to clarify anything which may have been misunderstood. I think certain members were too quick to jump all over her without knowing a lot of the facts.
Posted by Principissa on 2009-07-22:
I wasn't quick to jump. I interpreted her post as a vicious attack against all customers, not just a few. It's right to vent, but to stoop to the level of name calling and hate is childish. It's clear she doesn't like her present employment, she doesn't like the people she has to deal with, it would be best if she just found herself a new line of work where she doesn't have to deal with the general public. Especially sick and injured people.

The rest of my rant was directed towards the commenter who called pharmacy customers a bunch of junkies. You know, because everyone who goes to the pharmacy is obviously a junkie seeking pain pills and sudafed.

I'm not trying to be rude, but it honestly does not upset you that someone who could be filling your medications considers you nothing more than a whining drug seeker? You honestly trust people like this with your health and safety? Because I'm seriously beginning to think that I need to find a new way to get well when I'm sick. I just can't have people like this filling my and my children's medications. It scares the daylights out of me.
Posted by goduke on 2009-07-22:
Principissa...I'm really glad you didn't have any lingering effects from the problem with the meds. I can only imagine how scary it would have been.

I take exception with one thing you said early on..."I don't expect compassion." I disagree. I think that at anywhere along the health care chain, from the docs, to the hospital, to the pharmacist to the pharm tech who does the intake on the script, you deserve an extraordinary level of compassion and care. That's why it's called HealthCARE.

Anyway, enough of that rant.

I ran this post to some of the folks I know in the CVS world. All of them reacted very strongly, and not a single one of them defended the Tech. The folks out in the management structure of the stores really blew a gasket.
Posted by Principissa on 2009-07-22:
As well they shouldn't have. It's completely inappropriate and unprofessional to speak of customers that way no matter how poorly they treat you. I understand the frustration exhibited by the poster, but this is just vicious and cruel. And honestly, it made me not want to do business with CVS. This one post turned me off of an entire chain. If their other employees have similar attitudes (which I doubt) how can I trust them? I can't.

As far as the compassion thing, yes you should have compassion when working with the sick and injured, but you also have to be competent. If you can't put your feelings aside and let them get in the way too much it truly affects the level of care and compassion you have for your patients. I've seen it happen. Getting too emotionally involved is dangerous. Getting angry too easily is dangerous. It doesn't affect the employee so much as it affects the patients themselves.

One mistake in healthcare is all it will take to turn a little fight with your boyfriend or a loved one passing away into an innocent person's death.

I'm not saying that the folks who work in healthcare should treat you like a deli customer, they should smile and care that you are not feeling well or you hurt. And they should do their best to make your pain go away and help you heal. That's what separates the good healthcare workers from the bad. Nobody who goes into the healthcare profession should be this angry. It's dangerous to both the employee and patient.
Posted by i_am_canadian on 2009-07-22:
Then that really speaks volumes about the integrity of most CVS employees. I neither defend or condemn Janeta because like I said before, we really know very little about her. However if she does think her comments were somehow justified, she should come back and explain them.
Posted by goduke on 2009-07-22:
Sorry, canadian, but I'm gonna have to disagree, and defend the inegrity of the folks I know -- who are quite dedicated to providing a quality product. I think it's the OP who has an integrity issue, and I'm not jumping to conclusions. I'm going strictly on the face of the post.

I cannot think of a single justification for a person working in the pharmacy to refer to customers as "idiots", "obnoxious," "jerks," etc. If a customer is getting out of hand (and it can happen), there's a clear path of escalation for the employee, and, if necessary, the store can invite the customer to shop at another establishment. These customers are the pharmacy's bread and butter, and should be treated as such.

I agree with Principissa about the emotional angle. I suppose I don't necessarily equate compassion and care with getting emotionally involved. I see it more as making a connection with the customer, helping make the transaction easy and comfortable, and seeing if there are little things you can do to help make their life better. Oh -- and getting it right.
Posted by i_am_canadian on 2009-07-22:
I actually was defending the integrity of those other CVS employees. They sound like a professional and dedicated bunch.
Posted by goduke on 2009-07-22:
Ah..sorry for the misinterpretation.
Posted by Principissa on 2009-07-22:
I agree duke. Venting and just flat out being disrespectful and angry are two different animals. There are ways to handle especially difficult situations. If someone is being violent or shouting you have options, you can bring in a manager, call over another associate to help, heck you can even call the police and have them removed from the property if they are being that out of line.

When I worked in the ER if a patient was especially difficult we had procedures in place to ensure not only the patients safety, but ours as well. I assume a pharmacy would have a similar policy. If this poster feels threatened or scared by patients something should be done to fix it.

But to equate every single customer who walks in the door as a problem patient, a jerk, a whiner, a complainer, that's just wrong on so many levels. Not all of us are like that. People don't go to a pharmacy to get medications because they have nothing better to do that day. They're sick, they're tired, they could have been up all night with a screaming baby. Would you be happy if you spent 12 hours without sleep listening to your baby scream in pain from an ear infection? I've been there, it's not only exhausting, it's mentally draining! You can't yell at a sick child, it's not their fault they're in pain and don't feel well. It's called being compassionate, and I guess I was wrong when I didn't equate the two of them together. I realize in my personal career I always thought of how I cared for my patients as my ability to be competent in my job. Sorry duke, cookies and milk for you!
Posted by goduke on 2009-07-22:
mmmmm...cookies.
Posted by Principissa on 2009-07-22:
I'm baking brownies today too! Starting to come out of my fog and I'm really in the mood for some brownies! With nuts! :)
Posted by trp2hevn on 2009-07-22:
Princi, I guess you'll be eating plain brownies while reading the posts on this site, cause there are an awful lot of nuts on here. You may not need any more in your brownies ;)
Posted by trp2hevn on 2009-07-22:
I'm glad I'm healthy enough that I don't have to take so many pills and having to go to a pharmacy where someone like this works. My insurance company has the mail order pharmacy... I get 3 months worth at a time and only pay for 2 months price.
Posted by goduke on 2009-07-22:
A lot of the Caremark (the PBM side of the CVS Caremark empire) is allowing a lot of its customers to get the 90 days supply at retail for the same price as through mail.
Posted by bizmail on 2009-07-22:
BokiBean, you are right, they will get arrested. That's why people in America believe they can treat others like crap. That's my whole point, we Americans cannot survive anywhere else in the wolrd but here in the big spoiled USA. And we know that, that's one of our frustrations, we don't have a choice. We must live and die here, and take the crap, or sue, or curse, or yell, or be simply rude and arrogant. Now do any of you believe the rest of the world is like America? We are a nation of whiners, complainers and unhappy people with lots, but lots of so-colled conditions. I am an American who lived abroad in many countries, for very long, and I can tell you what's going on here at home is wrong, very wrong. No place in the world is home to so many sick peaople like America. No place in the world is like us. You must see the way the world lives, like BokiBean's Deep South, without arrogance towards others. Anyways, the point is: you get what you ask for, and in the same way you ask for it....you have no choice.

Posted by MSCANTBEWRONG on 2009-07-29:
this doesn't appear to be the right job for the OP...I suggest you look for something less important...filling prescriptions is serious business and should be handled as such...the OP's attitude is scary...glad I don't use CVS for my prescription needs.
Posted by goduke on 2009-07-29:
Lets not generalize to the entire CVS employee population.
Posted by moronsick on 2009-08-07:
cvs customers are the WORST. they think they are owed everything for nothing (govt. pays because they are too sorry to work) and they want it right now! two thirds (estimate) of the rx's are for recreational drugs-my hydros, my xanax, my somas, but the worst part of all is that this is encouraged by cvs management-anything for a buck.
Posted by Soaring Consumer on 2009-08-07:
Moronsick, government probably pays because THEY CAN'T AFFORD THEIR MEDICATION. They want to work BUT THEY CAN'T GET JOBS.

If it is critical medication for a sick family member, of course they would want it right now. In their panicked state you should expect them to be rushy.

Do you work for CVS? If not, how can you guess what people need their medication for?
Posted by BokiBean on 2009-08-07:
Soaring, its scary, but I think moronsick works there... =/

Frightening to think that someone with that kind of attitude is working around customers and their medication.
Posted by moronsick on 2009-08-07:
i'm glad that we have some hollier than thou representatives but sometimes the truth is not what you want to hear. try to think in real world terms if possible
Posted by BokiBean on 2009-08-07:
Well come on, you seem to look down your nose at all your customers. Don't you have any you relate to? Any you like? Any you care about?
Posted by moronsick on 2009-08-07:
did you catch the part about management?
Posted by BokiBean on 2009-08-07:
Well you have a job and you do it. You try to do it the best way you can.

If you hate it, you move on to something that is fulfilling or at least makes you feel valued. Its an easy concept but not one that people find easy to put into practice sometimes.
Posted by moronsick on 2009-08-07:
many customers are very nice very hard working people that want to get their hormones or bloodthinner, etc. i'm just saying that there is a much higher proportion that are the opposite. think real world-apply the concept to professions other than pharmacy. did you catch the comment about management?
Posted by Anonymous on 2009-08-07:
Hey Moron, where have ya been?
Posted by moronsick on 2009-08-07:
comments? lets talk about this
Posted by moronsick on 2009-08-07:
sb, good to hear from you.sorry that i haven't been around
Posted by BokiBean on 2009-08-07:
I'm sorry I missed the comment about management.

I'm glad to see you say positive things about some of your customers. However, you see the glass half empty, I see it half full.

That being said, I do not work there...I'm sure it can be frustrating and exhausting at times.

I was just beginning to think that you hated everyone who came in...and that would really worry me.
Posted by Anonymous on 2009-08-07:
Moron is good people Boki, I saw where he was coming from a while ago. Sometimes the customer is not always right.
Posted by BokiBean on 2009-08-07:
amen to "sometimes the customer is not always right".

Thanks, super! I was just beginning to think he might ..haha nevermind. Your ok is good enough for me. ;)
Posted by moronsick on 2009-08-08:
superbowl, how right you are about the customer but like i tried to convey, cvs management would sell their souls to make one more buck, so they invite scum of the Earth to spend-anything for a buck. if anyone needs evidence just go into one and observe
Posted by Whatever000 on 2009-08-09:
Some of you are missing the point here. While i think the name calling is going a bit far, it shouldn't matter how bad of a day a customer has, and they shouldn't take it out on others. Just because they are sick or in pain doesn't JUSTIFY being rude to others, regardless if its the person's getting paid for it. Respect goes both ways- how would they know if the employee just lost someone close to them? Of course in a customers eyes they could care less,that but they should also consider the "feelings" the living breathing soul in front of them has. With this certain handful of bad apples, the OP isn't bitter in general, she is bitter towards bitter people. From my experience as I wait at the pharmacy, some people walk right in and are rude off the bat for no absolute reason! Then it angers everyone who waits in line because their poor attitude and arguing with the employee is inconveniencing anyone else waiting, probably for something they can't even control in the first place. Why should their illness or handicap be an excuse? I can go to the pharmacy horrifically in pain because I hurt myself, I may not be talkative but I am no way rude; therefore, why can't others be civil? There is no excuse for disrespect, plain and simple!
Posted by Whatever000 on 2009-08-09:
I can also side with the OP for the fact that it seems she was verbally harassed by customers, based on what she mentioned later in her letter. Some may think its peoples jobs to take harassment...its not! Additionally, employers have zero tolerance harassment policies, that could turn into a legal case. If she dealt with any sort of harassment she should have brought it up with her manager. No matter what the issue is, it shouldn't excuse demoralizing comments.
Posted by moronsick on 2009-08-09:
000, companies have zero tolerance policies for their employees to harrass each other or customers but no such policies against customers harrassing employees. if you think that, then you are badly mistaken (especially the company we have been talking about). they would allow a riot if they thought they could make 1 more sell. if employees want a job, they are at the customers mercy.make no mistake about that.
Posted by PepperElf on 2009-08-09:
you make it sound like employees should lie down and be doormats and lick the boots of all customers who treat them like dogs

as if the customer has a god-given right to be an embarrassment to society every time they talk to an employee.


some people DO need to be reminded they're not THAT special
Posted by Whatever000 on 2009-08-10:
Lol, pepperelf! And moron, ya of course the customer-harassing-employee rule exists, but whats sad is most companies can careless what the customer does the the employee. Oh well, I guess its Judge Judy for the companies who fail to acknowledge harassment both ways!
Posted by Whatever000 on 2009-08-10:
And I think what happens with alot of rude customers is when they enter a store, they put on a "I'm better than everyone else" attitude, and feel that they are ridiculously special and better than everyone else shopping or working in there! It's all the "low-wage retail workers should be treated like crap"mentality that comes across their mind. Whats funny is, many people in retail either are young and need a job to get through school for their degree, or they are veterans who just enjoy doing what they do!
Posted by PepperElf on 2009-08-10:
000 good point
the customer-harassing-employee rule is that they can ban any customer who is abusive

i was going to say that they might have trouble banning someone from getting the scripts but...

i HAVE seen grocery stores ban customers for being abusive, and they have pharmacies too, so i am sure that CVS and the little stores can also ban customers who feel that employees are only there to be stepped on or abused
Posted by goduke on 2009-08-10:
There's a huge gulf between a customer being upset and a customer harrassing the employees. I don't know of any stores that put up with harrassment -- they ban the customers and tell them to shop elsewhere. Pharmacies can transfer scripts.

It the health care world, though, an employee has to understand that customers are going to more sensitive and more capable of becoming upset. If you lose a kid's prescription and simply shrug your shoulders and say "oh well" to the parent (which is what this OP suggests is the way it should be), you have to be prepared for a tongue lashing. If you screw up an adjudication so that the $20 copay becomes an $80 copay, you have to be prepared for a reaction. That's why the accuracy of those jobs are measured to excrutiating detail. When you are dealing with someone's health or the health of their family, you've got to get it right.
Posted by PepperElf on 2009-08-10:
it also depends on how far they go while they're "upset"

i've read some stories from the pharmacy side of things and some of the upset customers do get rather abusive and rude
Posted by goduke on 2009-08-10:
The vast majority of the time, when the pharmacy offers the customer some solutions to their concerns, it diffuses the situation. Customers react badly to the "it sucks to be you" kind of service which doesn't help them navigate the waters.
Posted by PepperElf on 2009-08-10:
though there are times when the pharmacy can't give the customer what they want.

like when the insurance the customer is using is the wrong one, or won't cover the meds

in one of the stories i read, the customer actually accused the pharmacy of changing her insurance policy on her... which was why her insurance wouldn't cover the meds.
Posted by Whatever000 on 2009-08-12:
Well regardless of the situation or how bad the pharmacy screwed up, a customer cannot cuss/swear or physically threaten/harm an employee. That could open up a legal case if the company does nothing about it. Sure they are dealing with peoples health, but its no excuse to be hostile. No one should ever fear their safety when coming to work , its not fair to the employee. Many think they can get away with being hostile because they think they employee can't do a thing about it; but the truth is, I've seen customers have charges pressed against them for doing it. It's not a smart thing to do.
Posted by goduke on 2009-08-12:
There's no legal liability if a customer swears at an employee. There's no risk to safety if a customer swears.
Posted by jktshff1 on 2009-08-12:
The biggest problem most cs reps, whether it be a CVS, Wally World, ToyRUs etc, is telling the customer what they can't do, rather than explaining what they can do to help.
2nd rule in Salesman book....Tell 'em what you can do, not what you can't.
Posted by korky on 2009-08-12:
I have worked for CVS for 5 years. I have had some great customers and some horrible ones. I am now training to be a pharmacy technician. Let me just say that it is not as easy as it sounds and it is hard work. I have to take an exam in Jan. for my certification. So personally, I do not think we are given enough credit. What erks me is that everyone is jumping on this girl for her complaint against customers. People seem to have a problem with the fact that she has generalized all the customers as horrible ones (which I am not denying) but yet you fail to realize that most of you are also generalizing all employees of CVS. From what I have learned, you can walk into one store and get horrible service and then walk into another store from the same chain and get great customer service. I believe this is because THERE ARE DIFFERENT PEOPLE WORKING THERE. Also, not only are we dealing with sick people (who are actually not the majority, most are for refills of medications they have always been on). But we are also dealing with people who are addicted to prescription drugs. I don't think pharmacy technicians recieve enough credit for the work they do. I also find it offensive to be called a "pill pusher" or "pill counter", because I would like to see you do the work of a technician. We have to not only know all the drugs, their generics, dosages, uses, health insurance, computer systems, and organization, we also have to keep a smile on our faces and listen to complaints. Also, from looking at reviews I have noticed people complaining about almost dying and so on because of mess ups in the pharmacy. Honestly, why aren't you taking more drastic efforts in getting your pharmacy in trouble then sitting on the computer complaining?
Posted by MSCANTBEWRONG on 2009-08-12:
OMG jkt...ain't that the truth. I have to work miracles because salesmen promise everything under the sun and I have to figure out how to make it happen.
Posted by goduke on 2009-08-13:
Korky, I don't think anything on here has generalized CVS employees. I also don't think that anything here is suggesting that the Pharm Tech job is hard. In fact, most folks seem to agree that it's a hard job. It is, however, a job that you accepted.

Here's a couple of thoughts. Just because someone doesn't have an acute illness doesn't mean that they aren't sick. People who are diabetic are sick, and often don't feel well. People who have asthma are sick, and often have very serious attacks. Just because someone doesn't have the flu with chills and fever doesn't mean that they aren't ill, and shouldn't be treated with compassion.

Also, I strongly disagree that many of your customers are addicted to pills. Just because someone takes medication for chronic pain doesn't mean they are addicted. It means they have constant pain and need constant relief.

I double dog dare you to print out your post and show it to your Area Pharmacy Supervisor. I suspect that she (or he) will have a bit of an education for you about your role in the organization and what she (or he) expects from you.
Posted by nice person on 2009-08-14:
i love my customers who come and see me but there are (SOME) out there that can be rude and obnoxious. i will give you all an example.

today i was ringing someone up when they ask why the product comes up at that price. i say "i dont know why mam, but we can go back to where you saw it and see whats goin on." so we walk back there and i look for a minute and i say mam this isnt $.99 because.....and i was interrupted there. she starts flipping out on me and goes wheres your manager at. i tell her hes not here now but you can speak to my shift supevisor. my shift explains what i tried to and then the customer comes up a few minutes later to pay for her item. she left me nervous and jittery for the next hour.

and before u tell me that i get paid and i signed up for this job and that stuff i just want to say again that i (LOVE) my job and the ppl. im just saying when you work in customer service that sometimes you get ppl who are rude and disrespectful but you just gotta reflect and try not to strangle the rude customer and then later discuss it with someone so it doesnt get bottled up inside you. thats actually unhealthy for a person and thats all i think janeta is doing here.
Posted by Whatever000 on 2009-08-14:
1.Yes, they accepted the job; however, they should NOT accept being harassed, NOR is it their job to be harassed, verbally or physically. Harassment (yes even cussing) is a strict policy enforced by the company,and they take extra cautions in following up with it. You say there is no liability for swearing? Yes there is. They will be removed by the manager from the store and told not to shop there again, and it is up to the enployee if they want to make a case out of it by taking it up with human resources. Just because cussing is not a physical threat, doesn't mean it is accepted or there's no liability to it; there is.

2.You say have compassion? Sure! Employees should have compassion for their customers, and their job is to help them in the most friendly and possible manner, but its not their job to take abuse from them, regardless of the situation. Often, pharmacies have no control over over the situation, such as insurance denials or to alter quantities on a prescription(unless the doctor approves by phone). I rest my case.
Posted by goduke on 2009-08-14:
Whatever...I didnt' say there isn't a policy about swearing. I said there's not a legal issue. Two very different things.

If you'll go back and read what was written, you'll see that I never once suggested that the pharmacists should always find a way to give the customer what they want. The obviously can't, for some of the reasons you pointed out. But if the folks in the pharmacy react, as the OP suggested, with a shrug and a "it sucks to be you" attitude, then they have missed out on their responsibility. If they simply take a few moments to explain to the customer what's going on and what the customers options are (e.g., "you might want to call your insurance company to see if they have an override available," etc.), then the customer is less likely to have a negative reaction.

Nice person has a great philosophy. Stay focused on being cordial and professional with the customer, involve the management team when necessary, and vent with friends over a beverage about it later.
Posted by BokiBean on 2009-08-14:
goduke, or better yet..take the customer out for a beer ala OBama. ;)
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Wrongful Termination of Employees
Posted by Bel on 07/09/2009
WOONSOCKET, RHODE ISLAND -- My friend has been a very recent victim of CVS Caremark's wrongful termination of employees. He was accused of stealing "many things" and the "Loss Prevention Department" of CVS Caremark had sufficient "evidence" to prove that. They even made him sign some agreement to confess of his guilt. My friend had tried to ask whether or not he can be given a day or two to consult with an attorney first before he signs/confesses to anything, and they simply said NO. My friend is young and was so scared and under great pressure when he signed this document.

He has honestly not stolen anything but a piece of candy that he was NOT aware of a price tag ON it. Sometimes CVS offers free candies to customers during holidays, and he had just though it's one of those. Then a guy from the "Loss Prevention Department" of CVS Caremark spoke to him many, many weeks after and suspended him the same day they talked (AFTER his shift was over). Sources say he's basically fired.

One of my good friends who is a supervisor at a CVS photo lab told me that this isn't the first time she's heard someone get fired over such a minimal matter. CVS apparently is trying to cut budget and is singling out innocent employees to terminate. If it was someone else on my friend's shift that day, then he/she would've been the victim. I am very positive that employees of the corporation or any retail stores, for that matter, had one way or another "stolen" something. And to single out my friend to terminate is just completely immoral.

CVS does this because they're big and they know they can get away with it. Oh, so the numbers of this specific store isn't doing too well? Okay, we'll just pick and choose a few people to fire so we can balance out the financials. It's just disgusting and sickening. As I've mentioned earlier, this is NOT the first time it's happened. CVS has had a record of bad reputation especially in my friend's district.
     
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Posted by Anonymous on 2009-07-09:
Even though the post is not a consumer issue I'll still comment. Rhode Island is an 'at will' state with regards to employment. Unless a contract is involved an employer hires and fires 'at will'. No reason needs to be given. But in this case a claim has been made that the employee was forced to sign a confession with being allowed to seek legal advice. A consultation with an attorney is in order.
Posted by BokiBean on 2009-07-09:
I'm sorry for your friend, if he's innocent and not stealing from them, but aren't you getting this information second hand?
Posted by saj80 on 2009-07-09:
Boki, my thought exactly. We are only hearing one side; therefore, while PB may be correct that a legal consultation may be in order, I can not offer any judgement without hearing the CVS version.
Posted by moneybags on 2009-07-09:
hHe ate candy that he didn't pay for. That is stealing! He's lucky he wasn't taken out of the store in handcuffs by the police (like Steinmart does.)
Posted by Anonymous on 2009-07-09:
Boki makes a good point. They guy could have been caught with his hand in the till and got fired. He probably isn't going to tell the world the real reason why, so he just says he ate a piece of candy.

It seems to me that if CVS need to reduce employees, they wouldn't hesitate for a moment to just lay people off. Further, the attrition rate in those stores is so high, they could just not replace whoever it was that quit today.
Posted by Anonymous on 2009-07-09:
oh good grief! if the pigs are coming and putting ppl in handcuffs for [stealing] a candybar, I'd say they have way too much time on their hands.

as for you bel, your [friend] probably hasn't shared a lot of details with you. you see, based on what you've told us, this would be a case that any attorney would gobble up in a second, knowing they were going to win a boatload of cash over wrongful termination. what did your [friends'] hr rep advise him to do?
Posted by old fart on 2009-07-09:
PIGS ???
Posted by BokiBean on 2009-07-09:
And what you do as a friend is believe him..either way.

The cops in my town? They'd lay him on the ground in cuffs for a stolen candybar...no joke. I'm talking about this little burg that I live in, not Mobile proper..they couldn't be bothered.
Posted by madconsumer on 2009-07-09:
i would like to hear the other side of this story. second hand information is not reliable.
Posted by Bel on 2009-07-09:
Thanks for all your 2 cents on this. I probably didn't do a good job explaining, but he's actually a very close friend of mine, and I him VERY WELL. He told me this first hand and asked for my advice.

I couldn't tell him much, as I don't have any experience in cases as this. And there isn't much on the internet on legal cases with CVS.

He just can't believe how he was there for store all the time; when they needed him, he was always available to cover a shift. He's always on time and never fusses with customers. I just wish there was a most just way CVS could've terminated him. The supervisor I spoke with even said he was a much harder worker compared to many other employees in the store.
Posted by madconsumer on 2009-07-09:
if he suspects a real issue, file a complaint with the local labor board.
Posted by Starlord on 2009-07-10:
Bel, you apparenty are a good friend, but you are telling us what your friend told you, How far do you think you would get in front of Marilyn Milyan or Judy Scheindlin based on that? Nowhere, as it is hearsay. You have no first hand knowledge, so the best you could do would be to act as a character witness, and they do not get very far, either. Tell you friend to see a lawyer. That is the best, and really only, advice you can give. You cannot give legal advice, and that is what your friend needs. Or is this one of those cases where YOU are the friend?
Posted by wearyuntodeath on 2009-07-15:
CVS culture is adversarial and paranoid. The message you get is you're a crook and you're only honest because CVS is always breathing down your neck. CVS management policy is US (mgmt) vs THEM (employees, put that term associate where the sun doesn't shine). I quit when I realized life is too short to put up with CVS's drek.
Posted by jiff on 2010-02-20:
Same exact situation happened to my son!! BEWARE OF CVS!!!
Posted by PepperElf on 2010-02-20:
so he signed a document confessing to stealing because he didn't have a choice in contacting a lawyer?

what were they going to do? hold him there until he signed?
beat him up if he refused to sign?
Posted by CVS 3MPL0Y33 on 2010-12-15:
This exact same thing has happened to 12 other people in my district. There is no other explanation than money... CVS is hurting for cash, so they destroy the lives of the employees that have been so faithful to them. This will ultimately hurt them over time. They hire idiots to replace the smart, caring, hard working, and loyal people that they had working for them just to cut cost. In the long run these actions also cause them to lose customers. They are going to continue to get away with this, because they are taking regular actions done at the register for customers and turning them into evidence against the employee. Loss Prevention Managers are told to assist the District Managers in terminating employees. It's Clear as day, and is going to result in a large lawsuit soon. For being bullied into signing a paper stating you stole from the company that you work for, and for purposely ruining someones chance at getting a job in retail for around 7 years. CVS is certainly going to fail in the next 3 years.
Posted by jktshff1 on 2010-12-15:
No offense, though an old post, I have never seen a "smart, caring, hard working, and loyal" person in a CVS. That is why I won't shop there.
Posted by danny54 on 2010-12-15:
I was in a similar situation a few years ago when an employee accused me of a lot of different things (sexual harassment wasn't one of them). She badgered other employees into going along with her hoping I'd get fired and she'd get a supervisor who wouldn't make her follow the rules.

I went through the "interrogation" by an HR person who basically called me a liar and said that he knew that I did the things these employees said I did. In the end, I was just written up and not fired. I suspect that it was because they knew they didn't have a case. I even filed a complaint with this HR person's supervisor about the way he conducted this interrogation. Surprisingly enough, he wasn't around a couple months later.
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CVS Customers
Posted by 722990 on 12/25/2008
NEW YORK -- My complaint is about all of you customers complaining here. I have read as many reviews as I could stand at the moment, but please. I know all CVS stores are not perfect, but please don't base your opinion of CVS and its employees as a whole on one bad experience you've had at a single CVS store.

Believe me though, you customers can be just as bad to use as (and other customers in our stores) as our employees can be to you.

Let's make a list of all the tings I can remember people complaining about...

First Case:
The DAY after a power outage caused us to close our store at 10AM because our heat wasn't working, ALMOST EVERY CUSTOMER complained that we didn't have our sales signs up and that they had no idea what the prices were and where sales items are. After being extremely polite to EACH AND EVERY ONE, explaining the situation to each of them, and letting them know we were trying our hardest to fix the problem, most of them told us we should do our jobs better. Excuuuse me?

Second Case: Customers who talk on their cellphones while being rung out. What the hell are you thinking? We are human beings and deserve your respect. Our jobs require us to talk to you in order to see if you have a CVS card, or if you are going to attempt to pay for gift cards with a check (which you cannot do), or if you would like a bag. So if you are on your phone and we interrupt you to ask that sort of useful question, DO NOT yell at us. It is our job. And when we don't, and you get charged full price for a sale item because you couldn't take the time to get your card for us after we've asked you multiple times, too bad. If you bring your receipt right back in and GET IN LINE, we will be happy to fix it for you. Don't expect just because you were in the store and rung out first that you can skip ahead of all the other customers so we can fix the mistake.

Three:
If we ask you if you want a bag, or if you want a larger bag for larger purchases, don't answer with "Oh, if you have one!" If we didn't have the freakin' bags, we wouldn't have asked you if you wanted one! What are we gonna do, ask you if you want one, and when you say yes go "Oh sorry, we don't have any!"

Four:
If we ask you for ID when you buy cigarettes or medicine, humor us. We're supposed to ask anyone who looks under 27 years old. If we ask and you don't have it, we can't sell the product to you. It's that simple. There is no way around it, so don't try to get us to let you buy it anyway.

Five:
Just because someone up in the front of the store is not wearing the white lab jacket doesn't mean they know nothing about photo. Most CVS employees (at least at my store) know enough to do the basics for digital orders, and EVERYONE knows how to put a photo order in the system and run the film.

Six:
If you see us all the time at CVS working, but we have no personal relationship at all, DO NOT ask us questions when we are in off hours. At lunch, go ahead, because we will be in uniform. But if it is our day off, LEAVE US ALONE! We don't make you take your work home with you, don't make us take ours.

Seven:
If we answer the phone, guess what? WE'RE OPEN!

Eight:
If we tell you we are open till midnight, don't say "Oh, that must suck!" because guess what, it does, and we don't need you to remind us.

Nine:
If you knock something off the shelves, but the freakin' thing back. You are right there, our shelves are low enough so anyone can reach, so just put it back.

Ten:
If we are helping another customer, don't interrupt. Wait until we have finished helping that customer, or go find another employee...at least two are scheduled at a time!

Eleven:
DON'T toss money at us. This seems to be mainly older men, but for god's sake, we are people! Handing us the money will get you out faster than tossing it at the counter so it bounces, or throwing it at us. Do we throw your change at you? (not at MY store we don't)

Twelve:
Unless we are in danger of physical harm, don't touch us! Some people are uncomfortable with that, and also we might take it as a form of physical harassment. So just don't do it ok? Just pretend we are all contagious and you don't want to get sick...'mkay?

Thirteen:
If we tell you that beyond the shadow of a doubt an item is not there, don't make us look for it unless you ask how we know. Most times a customer has just asked us and they had us call every store in the area to see if anyone was carrying it still (case in point: The Ove-Glove)

Fourteen:
If you need help finding an item, ask an employee that is not busy helping someone else. One thing that annoys me to no end is seeing a customer wander the store for an hour, going through every aisle 4 times before asking. That makes us (ok, me at least) feel as if there is some reason you don't want to talk to me, and its a big confidence drainer.

Fifteen:
If you come in to CVS a lot, get to know the cashiers! We generally get along with people, and tend to be a bit more helpful to friendly people who get to know us. Believe it or not, WE LIKE YOU! So talk to us, ok?

We (at my store) try our best to help you all.
So if you would, keep these things in mind next time you go into ANY store, not just CVS.
Thanks guys, hope to see you in my store soon!
     
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Posted by Anonymous on 2008-12-26:
To put it mildly I do not care for your post. While I am totally against customers taking advantage of good intentioned employees of a retail business, it is your job and if you do not care for the way customers treat you find a different line of work.

My first issue with your post is number fourteen: If you see a customer wandering down an aisle four times it is not their job to find someone to help them. It is your job, that you are paid to do to ask that customer if they need assistance. IF you are busy, find that customer when you are done helping the first customer.

My next issue is with eleven and twelve: You dont want to be touched..fine. Maybe we dont want to touch you. If we place the money on the counter or in your hand without touching you we are not tossing it at you.

My next issue is number seven: Guess what! If you answer the phone no you are not always open. Most retail businesses have an alarm company and if you don't set the alarm at the designated time the alarm company calls and asks you to confirm the safety of the employees and to ask for your alarm code. OR do you let the phone ring and have the alarm company send out the police to check on the store.

Next is number five: If your lab photo techs are identified wearing a white lab coat then maybe if you are not wearing one you should offer information to the customer so they know your knowledge about the photo processing process..or wear the lab coat! Problem solved!

Next is number three: You are asking customers if they want a bag so CVS can spare the cost if a customer does not want one. If you dont want to hear our answer, put my item in a bag and save yourself the trouble of asking.

I worked in retail for a very long time. Customers are the lifeline of the business. Granted there are some real jerks but the complaints you have posted here are part of the every day realities of retail. If you do not like it, get out and move on.
Posted by Anonymous on 2008-12-26:
LMAO @ #8! and a few others...

Thanks for the post. It was entertaining!

I'd like to come in and talk. Maybe we could talk about a chance of me touching you. lol!
Posted by Anonymous on 2008-12-26:
LOL! No fondling the employees C20! Stop it!
Posted by Anonymous on 2008-12-26:
It's CVS for C2O! Trolling for take out! lmao!
Posted by Anonymous on 2008-12-26:
Hey most CVS's have drive thru windows! That will put take out trolling to an all new level! :) haaaaaaahahahaha
Posted by Anonymous on 2008-12-26:
Yeah, but it's too hard to touch at the drive thru. lol!
Posted by Anonymous on 2008-12-26:
Well, C2O? Are you an older man? If so you can pull a number eleven and throw money at her and see if it bounces. LOL!
Posted by Anonymous on 2008-12-26:
LOL! I don't know what her definition of 'older' is, but I bet I'm old enough.
I've thrown money at women before!! lmao!
Posted by Anonymous on 2008-12-26:
Yah but you got a lap dance in return. Oh wait! That could be a business generating marketing tool for CVS. If they can put Starbucks in Target, I can put a Hooters in CVS. WOOHOO!
Posted by jktshff1 on 2008-12-26:
I don't think I want to join the CVS Country Club...too many rules.
Posted by madconsumer on 2008-12-26:
great review. you make very valid points!!

very helpful.
Posted by Starlord on 2008-12-26:
We used to go to CVS when we lived in Arizona, butnow, in Washington, the closest CVS is 200 miles from us, we have Rite-Aid here. I can identify with the post, as I have seen every one of the items mentioned at one time or another. I miss our CVS in Casa Grande, they had a good staff.
Posted by Principissa on 2008-12-26:
Do you also whip us when we step out of our single file lines?

Sounds like you need to find a new job. Good gracious I'd hate to be a customer where you work. Too many rules.
Posted by Anonymous on 2008-12-26:
Right on, Princi! I've found after being in retail for what seemed like 100 years, if you are nice to the customer even if they are in a pissy mood to start, they will turn it around. Keep in mind many of these customers are ill and do not feel well or they have ill children. They may have no one to go to the pharmacy for them so they have no choice but to go. All they want is someone to show a little compassion and kindness. Maybe if the OP practiced this little bit of good nature instead of walking around with a chip on their shoulder, his/her customers would have responded the same way.
Posted by yoke on 2008-12-27:
Alley, I agree with you to an extent. The CVS near us has so much crap in the aisle's that it is impossible to get down an aisle without knocking something off the center things. At first I will pick up things, but after awhile I give up. It is like playing dodge ball with the cart and not missing something in the aisle.
Posted by mtm6042 on 2009-03-06:
OMG i love this post as a cvs employee every thing this person mentioned is a big problem expecially when people complain about how dirty the store is when they themselves mess it up. On top of this these are not rules its just proper, polite, manners.
Posted by Anonymous on 2009-09-07:
Cvs, did you read the TOS before posting that garbage? I think not.
Posted by Anonymous on 2009-09-07:
LOL Ms. M. People like that are not worth worrying about. If Cvs is an employee of the store it explains why he/she gets the treatment they get from the customers.

Cvs cannot come up with constructive comments about my objections to the intial complaint which means that what I have said struck a nerve and they know what I have posted is true. My point has been made and has validity.
Posted by BokiBean on 2009-09-07:
Actually John, it brought my attention TO your post, which was just fantastic. I had missed it before, so cvs' bark served a good purpose. ;)
Posted by Anonymous on 2009-09-07:
YAY! LOL
Posted by tnchuck100 on 2009-09-07:
If you will notice this cvs character joined almost a year ago. Has posted nothing until today. And is resurrecting old posts. I think this person has probably been drinking and thinks he/she is texting on a cell phone.
Posted by Anonymous on 2009-09-07:
I only drunk text Ms. M. (she understands my quirks). Funny thing is I dont have her cell number. >:-)
Posted by Anonymous on 2009-09-07:
John, I'm psychic, so I still got them.

So now I want to know if you got my replies.
Posted by Anonymous on 2009-09-07:
Yes! We're connected! I got them. You give pretty good advice if I understood it when I am drunk. :)
Posted by Anonymous on 2009-09-07:
Well I was drunk when I sent them, so if you think it was good advice that's awesome!
Posted by Anonymous on 2009-09-07:
Do two drunk people = a sober? :)
Posted by Anonymous on 2009-09-07:
Works for me.
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Ignorance is no excuse for being a malicious, bitter, and cruel human being
Posted by SteveJuddJr on 04/26/2008
LOWELL, MASSACHUSETTS -- First of all, let me clarify one thing: The vast majority of the customers I help and serve every day are wonderful, tolerant people with common decency. So to those of you who are considerate when things that are our of our control go wrong, please disregard this review.

As a full-time employee at a CVS, I don't find anything in my job that would constitute as being labeled "stressful." I find myself lucky with the fact that I can attend college courses, retain an active relationship with my fiancée, and work 30+ hours a week at a job that doesn't make me want to rip my hair out. As such, I make sure to take pride in everything I do during my shift, and to treat every customer with patience and respect.

However, there ARE times when things go wrong, or the customer I'm currently servicing will become irritated with my service. I admit, I've made errors, and a small handful of customers have been angry due to a fault on my behalf. Again, to those of you who have the right to complain, do so, and disregard this review.

The point I'm bringing myself to, anyway, is that after reading some complaints on this site about CVS and its employees, I've been disgusted to the point of anger.

To those of you who scoff at the fact of waiting for 10 minutes to receive your prescription, take this into note: CVS/Pharmacy is now the largest provider of prescriptions in the country. Due to that fact, our company policy is under complete dedication to organizing, helping, and perfecting its service. However, with over thousands of prescriptions being filled per week, it does take time for the pharmacists (who ARE human, may I remind you) to catch up. Any mistakes on their end are due to human error. It's not a perfect system. We understand your frustration, but please don't expect us to run like clockwork- we're not soulless robots.

As for the front-end cashiers and impact employees, we're still doing our best as well.
One particular complaint reads: "I was at another CVS and stopped by to get an item, when I was paying with my debit card I decided to get some cash back to avoid making another stop at the bank. so on the KIOSK I selected the option for "cash back" I entered "other" and typed in $40. Well I guess the limit is $35 so I got error on the KIOSK. but before I could reselect a different dollar amount the cashier hit a button on the register and completed my transaction with out me even finishing my selection on the KIOSK. Her reasoning was since I selected $40 and I can only withdraw $35 the transaction automatically cancels the cash back request and processes the transaction as credit.

I told that I didn't even finish on the KIOSK and she processed my transaction. Guess what her response was, "the KIOSK has nothing to do with this (pointing at her register)." can you believe that....

Then to top it off the cashier was like, "you can buy a stick of gum and request cash again." I told her I wasn't interested in a stick of gum and walked out of there...no reason to get upset over incompetent cashiers."

I'm sorry to inform you, but, it's true. The KIOSKs are automated, and if they detect an error (such as a cashback request $5 over the pre-programmed limit), it will automatically process your transaction. Sadly, the employee has no say in this, and once the transaction is complete, it's a long process to return the items you've purchased. Instead, the alternative of buying a $.79 pack of gum to get your $35 cashback is a very professional suggestion on her behalf. Please don't bash the entire company for your own incompetence.

Anyways, I've made this rant longer than I intended, so to wrap things up, I'll say one last thing. To all of you who find customer service at CVS in particular to be horrid to the point where you'd wish death upon its employees, please consider this: We're all human. Errors are errors, whether they be in, or out of our control. In the even that it was our fault, please have common decency and confront us with a civil attitude- we'll do the same for you. If the error was beyond our control, please recognize that fact, and stop while you're ahead.


Thank you.
     
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Posted by maribel1986 on 2008-04-27:
well said :)
Posted by Anonymous on 2008-04-27:
I agree. We are all human and we should do our best to treat others as we want to be treated.
Posted by heaven17 on 2008-04-27:
This general reasoning could be applied to a lot of complaints I see. There seems to be a disturbing trend of 'One strike and you're out' attitude toward businesses these days.
Good review!
Posted by Ponie on 2008-04-27:
Good review and much luck to you with your studies.
Posted by darkshadow1227 on 2008-06-29:
Well said. I work at a CVS as well, and we are all human. Mistakes do happen, and sometimes things are just beyond our control. It is the responsibility of both parties to make transactions and store environment flow better.
Posted by Dire on 2008-07-20:
Nice little rant there, I work for CVS too, I wish there was a way to inform people faster then reading on the internet..
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They say the customer is always right... But I beg to differ
Posted by AnonymousPharmacyTech on 03/15/2008
NOT SAYING BECAUSE A CUSTOMER WILL PROBABLY REPORT, NEW YORK -- I am a Pharmacy Tech at a 24-hour CVS store in New York (not to mention it's probably one of the busiest pharmacies I have ever encountered hah).

Many of the customers I help are very kind, considerate, and reasonable people. However, a large amount of them are complete idiots. I've been reading complaints from this forum for only about 20 minutes and I'm disgusted. While some of these complaints are understandable, I doubt that most of them are 100% true.

Let me start off by saying that, we're all customers, including me. Never in my life have I taken the time out to complain about "bad" service I received at a store. Never in my life have I ever complained about my prescription taking more than 10 minutes (GASP!) or a 20 minute wait on a line. People have to realize that they're not the only customers there.

Like I've mentioned, I work at an extremely busy pharmacy. One of my shifts is during the busiest time of day (rush hour)and this is right after I come home from long day at college. The second I hit the register (NOT AT ALL THE TIME BUT IN A GENERAL SENSE) customers are whining that the line is too long and saying "that they don't want to wait" or that we're "taking too long"...meanwhile there's about 15 people waiting at drop-off and a large number of people waiting/picking up. It's very easy for you people to sit there and moan and groan but when you're behind the counter it's very frustrating. We really do try our best to satisfy everyone but we're human beings. We can only do a certain amount of things in a certain amount of time. We're not your slaves and we're not robots. Don't bite the hand that feeds you.

Customers also complain about insurance all the time. I've been told to my face..."you people and your prescription prices are ridiculous!!!" and "why do you people always mess up my insurance" and "WHY IS THIS IS SO EXPENSIVE, YOU GUYS ALWAYS DO THIS!!!" Just to let you, the insurance problems are usually never our fault, sometimes there might be a typo here or there but most of the time it's the insurance companies or your laziness. Stop having such a hard time blaming things on yourself.

Overall, my experience at CVS has been enjoyable because I've learned new things and met new people. But I have to say that I've come home miserable because of the treatment and abuse that I get from some of you people. I've had things thrown at me. Customers snicker about me while they wait (A WHOLE 15 MINUTES... BOOOHOOOO) for their prescriptions. One bitter woman (who probably lives alone with her ten cats) complained about me because I wasn't waiting for her at the pick-up counter, reason being I was doing production. It's not like she was sitting there for 5 minutes. When I'm counting pills in the back, the minute I see a customer online, I stop what I'm doing to assist them. That's exactly what I did but it wasn't good enough for her. She then tells me that my name tag isn't showing enough and that I'm unprofessional. She tells me that she goes by first impressions (because her opinion of me is real accurate).

I'm sick and tired of being belittled and ridiculed by customers. They take things too far, it's unfair. I work my ass off day in and day out and the last thing I need is some stranger yelling at me like I'm a child or a criminal.

I just wanted to make a point here. This doesn't apply to every single customer. And yes, sometimes there are reasons to complain. But I do think that most customers should pull there heads out of the ass and stop with the whole "the customer is always right blah blah blah" because the truth of the matter is..."the customer is always an ignorant prick!"


     
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Posted by Hugh_Jorgen on 2008-03-15:
Having worked in a pharmacy for a couple of years while I was in school, I can somewhat understand your frustration, but I still recall what I was told by one of the first pharmacists I worked with. He reminded me that the folks we were dealing with didn't want to be there - getting a script filled isn't something people look forward to doing.

Often they are sick and just want to go home - perhaps they just got some bad news from the doctor and they are getting the first bottle of what is going to be a lifetime of maintenance drugs - maybe they are getting this script filled for a loved one at home that's too sick to get out or maybe that loved one is in the final stages of a terminal disease.

Believe it or not, things will go better if you screw on a smile and do your best for them. If you are busy, let them know that when you take their script - if it's going to be an hour, be honest. They might be upset at first, but it's better that then allow them to stand there and stew for an hour getting angrier and angrier.

Suggest they go home or do some other shopping and offer to call their cell phone when their meds are ready. Imagine how you would like to be treated. Remember, you could be the high point of their day or just another person piling on the crap. Best of luck to you!
Posted by Aerocave on 2008-03-15:
Thats just the way it is today...I hear what you are saying, but really what it comes down to is you have 2 choices:
1) Deal with it...at least your profession is basically recesion-proof (and based off of pharmacist friends of mine, I would think you are making a pretty good living)

2) Go work in a factory or some other job that does not deal with the public.

Dealing with customers in today's climate is tough...some people are impatient, do not want to pay for anything, are always in a rush, do not hold themselves accountable, etc...but I disagree with your statement "the customer is always an ignorant prick."
Posted by Nohandle on 2008-03-15:
Good points Hugh, and I've experienced in recent years the lack of the old fashioned common courtesy employee vs consumer across the board no matter the business. Admittedly, having a prescription filled is a necessity and buying a new dress isn't, the attitude displayed seems to be the same. Everyone is in a big rush and expect preferential treatment. I do business with a locally owned pharmacy, the prices seem to be on the same level with the chains, and personally I don't expect any pharmacist to be in a BIG rush to fill my script. All I want is for it to be accurate.
Posted by *Brenda* on 2008-03-15:
If you hate your job you should quit instead of coming on here blasting customers and making yourself look VERY unprofessional.
Posted by dimplepie on 2008-03-15:
AnonymousPharmacyTech- The comment about the woman that lived alone with her 10 cats, LOL! I know a woman like that, and she's about just as crazy sounding as the woman you described. I really do hate the type of people who whine b/c they have to wait 2 minutes for something, seems like those are the types that can never be satisfied. keep positive, and remember not everyone is crazy, but there are the traditional handful out there :)
Posted by Anonymous on 2008-03-15:
I work in retail and I understand your frustration, everyone has good comments and they all do make a point, however I think Hugh has it right. Brenda, blasting customers on this site can make APH look unproffessional (I agree completly, but it is better here than to the customer.) APH, try Hugh's advice, having been in retail over 10 years, I can tell you it will help a lot. If it doesn't help you, then Brenda is right and it may be best for you to look for a job with less public contact. Good luck=)
Posted by *Brenda* on 2008-03-15:
Hurricane, IMO it's just as bad to blast them on here if not WORSE. I'm sure some people on here are CVS customers. She represents CVS and posting on a public site with a rant like this is a big no no!
Posted by jenjenn on 2008-03-15:
I agree with Brenda. I do sympathize with the poster, however, blasting insurance companies because problems, "are usually never our fault" is uncalled for. I hate to break it to ya sweetheart, but I work for an insurance company & call pharmacies several times a day for errors. Sometimes it's the insured's fault, but sometimes it's the pharmacy's fault. Correction - a LOT of times it's the pharmacy's fault, and we usually get an attitude when we ask for it to be corrected.
Posted by Anonymous on 2008-03-15:
Brenda, when I think about it a little more you are right. The poster could have "ranted" omitting the company name. Bye the way APH, there is a web dedicated to complaining about your job as way to get off of your chest. It is JobSchmob.com. It even has funny videos; it's a great stress reliever. However, like Brenda said, to remain professional, it is best to omit the company name.
Posted by MSCANTBEWRONG on 2008-03-17:
APT--I empathize with your frustrations...when you work with the public you will always encounter people that can't be pleased regardless. However, your last statement was totally uncalled for and possibly provides insight into the type of person you are and how you deal with the public. Your review lost a lot of credibility with me due to that statement.
Posted by Anonymous on 2008-03-17:
MS - that's exactly what I was thinking. I was actually feeling for the poster right up until the last line. It totally changed my perspective of the entire post. I truly hope I never run into her at the pharmacy.

Hugh - I really appreciated your comment. That is so true. Getting a prescription filled is likely just one of the series of events in a bad day, for sad reasons. Compassion would go a long way here. I voted yours Best answer.
Posted by Cvs*Corporate on 2008-03-19:
HI, this post is for Brenda.
Nowhere on this thread was there ever a mention of not liking her job. If she is expressing her self,she has the right to do so,Remember we are in America!As for you BRenda, you have just let everyone on here know that you are the kind of "pricks" she is talking about.
Posted by jktshff1 on 2008-03-19:
Hello, this post is for Cvs*Corporate.
And a very well thought out, business like response from CVS Corporate, just what everyone on here would expect from reading the negative posts here about CVS
Remember, in America! everyone is entitled to their opinion without being slammed for it.
Take your "prick" somewhere else.
Posted by Cvs*Corporate on 2008-03-19:
you guys need to stop getting your panties all ruffled up!
I hate CVS! Thats why coming out here and doing this is so much mun! I want you guys to hate them more!!!!
Posted by MSCANTBEWRONG on 2008-03-19:
Tsk...Tsk...I'm going to report you to MRS CVS! :) just kidding!
Posted by Anonymous on 2008-03-19:
Anonymous--Your post did start out well--explaining your position and such--but it digressed in the last paragraph to a rant. It is too bad because I can understand your frustration (some customers are rude)--you just need to learn how to vent more successfully so people don't attack you as they have here.

You sound totally stressed out and should probably look into another location--somewhere where people are more laid back. Some people are pretty worked up in some parts of NY (my son lives there) so you either have to get used to it or move.
Posted by JasonJD on 2008-03-19:
I can say from experience that many insurance issues are customer issues, like using an old card with an old number, not realizing their employer's benefits package rules or not understanding medicare/medicaid rules. In most of these cases it is because no effort was applied to understand these, I do not blame the insurance companies or processors, its the customers that must take some personal responsibility. Like-wise, there needs to be resonable expectations for time, if you want a staff member to check on your insurance, that takes time, fill your script ACCURATELY, that takes time, have your prescription reviewed for quality, takes time.

I sympathize with anyone who is sick or has gotten bad news about their health or a loved one's, but you also cant take it out on everyone else either, expecially not the people who are trying to help you.

Lastly, Aerocave, I don't know if your RPh friend told you that Pharmacy Techs make a lot, or if they meant Pharmacists, I can tell you right now that Techs DO NOT make a decent amount of money, usually somewhere between 8 and 15 dollars an hour depending on training and experience, not anywhere near Pharmacists that make over 100 grand a year.
Posted by Cvs*Corporate on 2008-03-19:
Please dont she still works for them...
Posted by Rosse on 2008-03-19:
You sound like you should change your field. Stay the heck away from customer service then. As much bull customers have to deal with everywhere, I mean everywhere... that it comes to a point where customers get angry,impatient, frustrated and more whether they know they are right or not. You sound like the type that don't acknowledge a customer in front of you, that you would keep counting pills until you are already and then get mad that they think you are ignoring them.
Posted by forcomplaintsonly on 2008-03-21:
I go to Riteaid, and there is a Pharmicist there, that acts like he is mad at the world. Oh and don't ask him any questions or he will bite your head off. The only reason we continue to go to this one is that it is the closest and not out of the way.
Posted by kyke on 2008-04-09:
Lol at the 10 cats i feel for u there. Working as a tech i can understand some of the problems the poster has. We do about 3200 scripts a week and most regulars understand the volume we do but it's the new customers that don't know but i always tell them that there is no obligation to wait in the store if the wait is long. Also i do agree with the insurance thing. Customers do complain a lot about their co-pays but there's nothing a pharmacy can really do about it. We just bill the insurance and they give us a response with the price. Most of the time if it's not covered it's up to the PRESCRIBER, not the pharmacy, to fix that in reality.
But you gotta chill girl. I mean calling the customers ignorant pricks is over the line. I can't deny that yes some customers act like that, but you can't let it bother u. I mean for real :)
Posted by sjp on 2008-07-28:
I have waited at cvs every time i went to get a prescription filled. I didn't wait 15 or 20 minutes either. I have waited an hour most times. more than two quite a few. I don't wait in store for my prescriptions to be filled unless I have a sick child. Have you ever waited in a store with a sick child? It's a nightmare. I live in a small town. The cvs may get busy, but if they have a really long wait, they should have more staff working. I didn't complain to the staff or the store. I just decided to change pharmacies. best decission I ever made. if a clerk wants his customers to understand his side, he should try to understand theirs too. I imagine the wait seems shorter to someone that is very busy working. An hour can fly by while I'm busy working. put me in a store with a sick child and every minute creeps by and i keep checking my watch, so I know how long i've been waiting.
Posted by JasonJD on 2008-08-10:
SJP;

I have worked at or filled in at several locations and have never had a customer wait more than 30 minutes at the most, and even that is an exception, unless theyre were issues outside of the pharmacy's control, such as insurance issues, or issues with the script's legability etc that had to be followed up on. If you had to wait like that and there were no such issues, you should have spoken to the District Pharmacy Manager, customers that do not bring issues like this to management's attention make it that more difficult for us to improve. I hope you will share your experience with the district management or corporate customer relations and give CVS a chance again in the future.
Posted by Sharks11 on 2008-09-30:
Customers take the whole "customer is always right" thing to their heads. Sorry, but your own stupidity doesnt mean you are right.
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CVS labor practices
Posted by Ridgerunner on 06/09/2005
100 MILE RADIUS OF CLARKSBURG, WEST VIRGINIA -- CVS in WV is trying to create a "WalMart" type empire in the drug store business. Employees are expendable, and without any job protection they are used and abused. I DO NOT, NOR NEVER worked for this company but I have a relative that did. Employees have NO security at all and senority is a joke. With no contracts and a vindictive district manager the laws in this state actually encourage them to terminate long term employees doing an excellent job without any access to their personell records. I thought this type of treatment went out in the 1940s.
     
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Posted by Anonymous on 2005-06-09:
American labor is a burden on the economy. It's too bad we can't import workers from India to work service jobs in America.

Hourly workers are lucky they make enough to eat and how dare anybody working for an hourly wage complain... America love or leave it!
Posted by Ridgerunner on 2005-06-10:
Yep, sell your stock while it is up. Unless this company is different in other states middle management, regional and district will pull it down. I did well on the stock, but the party is over.
Posted by dumbfound on 2010-12-07:
CVS came to Minnesota and doing the same thing to the pharmacist employees who was praise with award at first then after 6 years of the employement in insane condition without the properly trained staff pharmacist after pharmacist, DM terminated the pharmacist over customer complaints. CVS employees has no security what so ever and company-DM can let you go anytime and he has moles reporting to him nightly in the store level.
Posted by 33 yearswish savon was back on 2013-05-03:
cvs is not a good place to work especially if you are a woman
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Don't Go !! or Should I Say Don't Go Before Lunch
Posted by Smpreowned on 02/15/2014
SAGINAW, TEXAS -- Feb 14 2014 Woke up not feeling well. Decided to go to the minuteclinic in 1301 N SAGINAW BLVD Saginaw, TX . Looked up their hours on the website said the go to lunch from 1:00 to 3:00. So I decided to go early . I signed in at 11:30 . I sat for 30 minutes before I was told from the NURSE that she could not see me because she would be going to lunch . She was matter of fact about it and did not apologize for my inconvenience. I should have known better. I went straight to Care Now, which I should have done from the beginning. My expectation was to be help out with my illness not helped out of the building . There must be a better way . If she was not going to able to see me she should have cut off the sign in sheet and I would have been on my way a half hour earlier and not unhappy
     
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