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Junk sold at CVS
Posted by on
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, that's 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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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.
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.
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 isn't 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.
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.
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.
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 eclectic 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.
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.
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.
gemvalue on 2011-02-20:
I don't 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??
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.
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.
Anonymous on 2011-03-01:
Nothing beats an old school straight edge and a very steady hand.
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 Cashier Follows Violent Criminal to Ensure Police Catch Him
Posted by on
CHICAGO, ILLINOIS -- I went to CVS last week and while on line to buy smokes and soda another customer apparently drunk was mouthing off to everyone around him - he put his face in mine screaming how he had served his country and what had I done? He paid for his merchandise - a single wrapped cigar style cigarette - and put a dollar and a bunch of change on the counter. He said to the cashier "This is for my tab" - and I tried to disarm him with humor - "they don't make tab anymore only diet coke" and - everyone's a critic - he made a fist and hit me. I didn't fall to the ground nor did he make me bleed -- he was too drunk to cause me extensive permanent harm but sure it hurt. CVS cashiers called the police and cashier William Hopkins at store at 6150 N Broadway in Chicago followed the punching punchy guy and his girlfriend out of the store and down the street to ensure that he could tell the Chicago Police which way he was going. Thanks to William Hopkins they arrested him and he spent hours in jail being charged with battery and I will face him in court and hopefully watch him be charged guilty with criminal battery. Thanks to William Hopkins. Otherwise the police would not have found him before he got on a train (the direction he was heading in). I consider Mr. Hopkins a hero and CVS should absolutely reward him for that.

I am a retired lawyer and internet writer so to those with the comment that Mr. Hopkins could end up fired by CVS (1) No he won't because I was instructed by a friend's relative who works for CVS corporate to file this report as he should be lauded and (2) I am taking this to the local stations that cover this sort of human interest story to ensure a spotlight on CVS so they do treat Mr Hopkins with the heroic respect he deserves.
     
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b1ackm8tal on 2011-02-06:
I'm glad they caught him! Great review!
Anonymous on 2011-02-06:
IMO, most drunks can't be disarmed with humor. You were lucky the staff followed through.
momsey on 2011-02-06:
You're right, hothead. Especially angry drunks.
tnchuck100 on 2011-02-06:
As a former LEO I can tell you that most drunks respond only to instant, total control with no options. They cannot be reasoned with.
Weedwhacked on 2011-02-06:
That CVS clerk may end up getting fired for the liability he placed CVS in. They are not supposed to follow anyone out of the store. It may have been brave but it was negligent to his establishment.
Anonymous on 2011-02-06:
As a former EMT, I 100% agree with you, Chuck.
momsey on 2011-02-06:
I agree, weedwhacked. Bravery like that sometimes does more harm than good.
tnchuck100 on 2011-02-06:
Weed, momsey, he did not place CVS into any liability situation. He did not confront the drunk. He only followed him so the police could apprehend him.
Venice09 on 2011-02-06:
I think Weed may have a point. Remember the bank clerk who followed the robber out onto the street and then got fired? I don't remember if there was any confrontation in that case, but it seemed wrong to reward bravery with termination.
Skye on 2011-02-06:
It also reminds me of the stories regarding Walmart, and employee's who help stop a shop lifter.

Walmart thanked them by firing them.
madconsumer on 2011-02-06:
great review.

very helpful.
freimanbarry on 2011-02-06:
boys and girls I'm an attorney and he did absolutely nothing that would justify his termination - termination of his employment is certainly always possible when one is a terminable at will employee but that doesn't preclude a wrongful termination suit and if CVS would behave that way toward him I would happily be his star witness.
Augustus2099 on 2011-02-06:
To skye you are absolutely right on that they have a policy to get rid of the older workers by making up stupid ways to fire them. Walmart has a history of not caring about their associates as they call them.
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My three classes of complaints....
Posted by on
So a fellow M3C user emails me several days ago, asking me to share with her the worst complaint I've ever heard or read from a customer. So I've decided to share with all of you. For those who aren't aware, back in the day I worked in a call center for a chain of department stores, so I've heard/read just about everything imaginable. Here's how I would cateogrize what I would hear.

CLASS A; Legitimate Complaints. These were the people who had a good reason for calling because the store they dealt with either couldn't or wouldn't resolve their problem, or gave them just an unreasonably hard time. Estimated percentage of call volume falling into this category was about 30%.

CLASS B; Wishy Washy Complaints. These were the nitpicky people who probably didn't need to call. Not that they were necessarily unreasonable or wrong, but usually what they were complaining about was not really a big deal like having to wait in line for a few minutes longer than they wanted to or something to that effect. Estimated call percentage was 60%

CLASS C; The Tattletales. These people would make me crazy. Customer would call me to tell me about some silly thing an employee did that in no way negatively impacted the customer's experience or the flow of business in the store. An example that comes to memory was a customer called me to inform the company that she spotted an employee sitting in his car smoking a cigarette and she didn't think that was professional. If you call "corporate" to tell them something like this, you have way too much time on your hands. (Call volume 10%)

Okay now to the classic. The dumbest complaint I ever got from a customer was from a man telling me that the store he visited was managed by an Asian female, and he didn't think this was appropriate. I asked him if he experienced a problem in the store or if this manager or an employee gave him a hard time, and he said no, that his experience was actually very good. I asked him if the store was neat and clean and if the service was efficient, and he told me it was. So I asked him what his issue was with this manager, and he replys that he doesn't like it that an American business is managed by a minority (his words, certainly NOT mine). So in essence, this buffoon calls corporate to "complain" that he didn't like how this Asian female store manager did nothing but run a nice, clean, efficient store. It just shows you that no matter how good you are or try to be, it won't be good enough for somebody.

     
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Ytropious on 2010-04-08:
I enjoyed reading this so much! I have to agree with your percents too, it's sad that some people DO like to tattle tale or have no real substance to what is making them so angry. I never had one as bad as complaining about an Asian manager, that just takes the cake my friend. I'm trying to think of my worst non legit complaint, it might take me a while.
Anonymous on 2010-04-08:
I used to be an EMT, and part of my fall/winter uniform involved a navy blue shirt (along with my navy blue BDU's). I'll never forget the day I was shopping at Wal-Mart (I was volunteer, we could run errands when not on a call), in uniform, and some older lady asked me where the vitamins were.

She was very upset that I didn't know (she assumed I was an employee there, I guess it was the portable+uniform), and I can just imagine her writing a complaint letter about me. *sigh*


Venice09 on 2010-04-08:
I enjoyed reading this, too. I wish the percentages of A and B were switched, but I guess that would be asking way too much. The tattletale one amused me. I know exactly the type person who would do that sort of thing. The classic busybody.

Going a little out on a limb here, I think I understand what the customer meant about the Asian manager. Maybe he just prefers to see American looking people managing American businesses in the same way that people will only buy things made in America. His mistake was in assuming that the manager was not American. And instead of saying minority, I think he meant foreigner, but maybe that means the same thing to some people. I'm a little surprised that he didn't also complain about the manager being a woman, unless of course it was a woman's clothing store. Some people just have a certain mindset that's hard to break through.
jktshff1 on 2010-04-08:
good post
Anonymous on 2010-04-08:
You left out the biggest category of all. It's those that don't complain. It's those who when confronted with bad service or ineptitude just silently go to a competitor. When a customer calls to complain at least the business is given a chance to do some damage control. I would think any good business minded person would see those 'complaint calls' as a golden opportunity. I mean that's why they fund customer service lines, right?
Anonymous on 2010-04-08:
Exactly, Stew!
bunnyhead on 2010-04-08:
I agree Stew but a call can only be seen as a golden opportunity if the complaint is valid. I don't think any company wants to pay people to field calls about people smoking in their cars and carts with wobbly wheels.
Anonymous on 2010-04-08:
Sure they do Bunny. My company is a smoke free/tobacco free workplace. A complaint if validated can get written up or terminated if we smoke on company property or in the parking lot, and that includes being in our car. As for wobbly wheels, they should get rid of or fix the carts.
Lovin it on 2010-04-09:
ProCons, I'm not going to split hairs. The point is that some complaints serve no purpose. The employee wasn't bothering anybody or doing anything detrimental to the business by having a smoke in his car. Granted smoking isn't a healthy habit but is this really a worthwhile issue to address with corporate?
FlShopper on 2010-04-09:
What is the positive side of having a customer complain about the ethnicity of a manager...especially when that manager is doing a good job at running the store?
Ytropious on 2010-04-09:
Agreed Fl, there's nothing they can really do with that complaint, especially since love already pointed out that the customer said the manager was doing her job by the book. There is nothing of merit to that complaint that a company would like to hear. Even if they did take it into consideration, that would be called discrimination.
Anonymous on 2010-04-10:
I have one that tops them, a customer called to complain about an employee in their private place of residence on that person's day off. The customer having realized the employee worked in a local store and lived nearby. Has the general public become so petty that they must "waste" valuable time calling corporate offices about shear nonsense. I feel for the service people who must field these ludicrous individuals. Sometimes people just enjoying complaining as is evident in many of these articles.

Additionally many customers appear disgruntled at ethnic pharmacy technicians and store personnel, I.e. managers.

I must agree 100% with Stew about people who do not file "legitimate" complaints that are justified about poor service, rude employees or managers who show little interest in the stores operations. Customer service in general is lacking in many larger companies.
PepperElf on 2010-04-10:
I saw one of those here:

some lady complained to an airline about the employees - because she went to her vacation hotel and recognized some of the employees there.

she was offended by seeing the workers relaxing and having fun while outside of work and how it "ruined" her vacation.

**
Another story I heard about from another site: a woman who worked for a cruise line who had a night off while underway. Several of them went to one of the restaurants to relax; they were dressed very nicely, used good manners, & tipped well.

This "offended" another passenger.
why? Because the passenger was offended that they were dressed better than she was.


In both cases the REAL complaints were the same:
The employees are STILL their servants, even outside of work. Any employee caught having fun at the same royal establishments MUST be put in their place.
Lovin it on 2010-04-10:
Good one Fred. I don't recall ever hearing a complaint about an employee in regards to what they did on their day off. Like I said, some people just have way too much time on their hands.

My coworkers and I used to have an inside joke about keeping a 6 year old on the call center's payroll so customers like these could speak with someone on their own level.
andbran on 2010-04-11:
this is should apply to all retailers
luvlie79 on 2011-03-15:
I read on another complaints board (I think it was at ripoffreport.com) a customer posted a complaint saying she was going to stop shopping at a certain CVS because she saw the pharmacy employees at a bar after hours.
blazedpixie on 2011-08-13:
I work at CVS.
I had to take out my nose ring, because a customer called & complained that it was unprofessional. (A few of my coworkers also have facial piercings/dyed hair/visible tattoos.)
However, the customer complained about me... so I had to hide it.
Turned out the customer was some girl who is now dating a guy I went out with for 3 weeks, when I was 14. (I am now 19.)


(I did get more facial piercings in the future, and had pink hair.. no complaints on those! xp)
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Scam artist and thief/Cashier#609034
Posted by on
RIVERDALE, MARYLAND -- My Husband and Myself visited the one located on riverdale road riverdale MD to buy some training pants for my baby girl. Once we reached the register I gave my cell phone # with a 202 area code. She rung us up and the total was $11.12. My Husband gave her a 20 dollar bill and 25 cents, she gave him back 13 cents and then closed the register. He's like I gave you 20 dollars where is my change and she called the duty manager and said that I need you to count my draw because he said that he gave me 20 dollars and he could be telling the truth because I didn't count it. What type of mess is this? How could you have ppl on the reg. that don't pay attention to what or how much money ppl give them? So anyway the manager then takes the draw without talking to us, goes in the back room for about 20 minutes. then calls the cashier to the back and stay for another 20 minutes. Then the manager comes out and say her draw didn't come up short. OK what does that matter? She then says that he gave her a 10 dollar bill. OK how is that possible? The total was 11 dollars and 12 cents. After her refusal to give us our change we called the police. The Officer claimed he watched the tape and that you could not see what the bill was that she received. The manager would not let me view the tape even with the Officer present. Something is very wrong with that. I also want to state that we only had a 20 dollar bill 4 ones and three quarters in our pockets at the time. The Officer gave some information on steps I can take to resolve this matter. We just got robbed by the CVS for 9 bucks!
     
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Venice09 on 2010-04-04:
I have to say that I'm surprised an officer came and viewed the tape. That's an excellent response from the police department. I hope you follow the suggested steps to retrieve your change.
bcd on 2010-04-04:
“… the manager comes out and say her draw didn't come up short.”

The manager should have been looking for a nine-dollar overage not a shortage.
Venice09 on 2010-04-04:
I didn't get that part either, bcd. It doesn't make any sense, but I thought it was just me.
Ytropious on 2010-04-04:
This type of situation happened to me once when I first started at my job. A woman insisted she gave me a 50, I said nope, a 20. We had to let the manager count the drawer and sure enough, I was right. That's the only way to tell OP, don't get offended. Mistakes happen and it's your word against mine. Just because your the customer doesn't mean you're 100% right. When it's money you're talking about, you HAVE to check the only way, by counting down the drawer.

Also I think what the OP means to say is the drawer was correct, not over or under.
grandma005 on 2010-04-05:
That is why I would say this is a $20.00 and 25 cents.
Anonymous on 2010-04-07:
This seems to be an ongoing theme in here with regards to CVS in general. A total lack of organization and disregard in general toward customers. As in previous comments the cash drawer would be "over" not short in an amount. This does not excuse the poor attitude and lack of professional courtesy towards a customer from this establishment.
Anonymous on 2010-04-09:
This is why most cashiers are trained to not put the money into the drawer until after the change is given to the customer. This way if a customers says that I gave you a fifty, the cashier can show the customer the twenty that still right there.
MissLyss on 2010-04-15:
Anonymous on 2010-04-16:
MissLyss, your comment is blank.
PepperElf on 2010-04-16:
that sux.

when I had my first job with a cash register I was told to VERIFY the amount of the bill.

If someone handed me a 20 I was supposed to say, "Out of 20?" That way it would reinforce the amount in my head (and theirs as well).


and when counting it they SHOULD count it in front of you.
so you can verify if they're lying.
ChrisT05 on 2010-06-16:
OP, before you jump on clerks, that cashier could have been new and nervous, or they could have had a death or illness in the family distracting them and couldn't afford to take the time off. As for the result, if the employee's cash till had what it was supposed to, then that heavily implies to any retail supervisor/manager that it was the customer's mistake. Usually they'll take your information and see what happens with their imprest fund and deposits the next morning as strange things can happen with cash but if they draw came up correct, why from their point of view should they give you money, when there's no evidenc you were short-changed?
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To all of you angry customers
Posted by on
CALIFORNIA -- I have been a pharmacy Tech for 3 years now, 2 years with Long's and 1 year with CVS. CVS bought us out a year ago and things haven't been the same since. Just to let all of you complainers know we do not try and be rude and give you terrible service. I would like to see some of you try to do our jobs, CVS has cut our hours so much that it is hard to get anything done when you are so short staffed. There is 1 person taking perscriptions, answering phones, and imputting perscriptions all at once at my store. So sorry if you have been waiting 5 minutes and I haven't helped you, I am trying to do 3 peoples job at once. I only have 2 arms and 1 brain. I am sick of all the complaints with how much work we do for you people. I try and keep my spirits up, but it' hard to deal with customers cussing at you, throwing perscriptions at you, and complaints all day, it is not fun and you wonder why we are rude at times? One time I was held at gunpoint for drugs, so we decided to shut down the pharmacy (god forbid we close) and a woman wanted to drop off her prescription and I said, "Sorry mam'm were closed, we were just robbed," and all she could say to me was, "This is ridiculous, there is always a problem here." So I am sorry if we have been rude to any of you nice customers out there, but don't think it is because we get some type of sick pleasure out of it, it is because we are tired of being mis-treated by all of you ungratful people. Please just give us respect and we will do the same, we are people just trying to do our jobs, like everyone else.
     
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Starlord on 2010-03-31:
Well said. When I was promoted from deputy to corporal, I was sent to a superviosr school. One thing they told us I still remember, 'Attitude determines response.' I have heard the way some people talk to store clerks and pharmacy techs, and have asked a couple of people if they kissed their mothers with that mouth. Just because the clerk can't drop everything else and wait on you hand and foot while you keep making changes and ask 3,000 questions while they are trying to ring you up does not constitute rudensss. Try to look at the situation from the other person's side.
goduke on 2010-04-01:
There's really no excuse for customers being rude, etc.

I can tell you, however, that thousands of CVS stores seem to be able to use the established workflows to get their work done without problems. Perhaps you should ask your Area Field Supervisor to drop and in and watch to see what can be done to make the process go more smoothly.
Ytropious on 2010-04-01:
I do agree with you, sometimes customers are just selfish and ignorant. I would have had a few choice words with the woman who complained after the robbery.
Anonymous on 2010-04-02:
Having witnessed the situation from both views I must say two items. 1) It is abominable what the CVS company has done since acquiring Long's by reducing staff, hours and demoting people whom they feel cannot "get the job accomplished" according to their edicts. 2)Being held at gunpoint can be a very traumatic experience no one should suffer. You should speak to your employee assistance program, if there is one. (Shame on CVS)
Lovin it on 2010-04-08:
The public is always tough, sometimes for no reason at all. I used to laugh to myself when a customer would scream and swear in my ear that they were going to take their business elsewhere. Its like...Ignorant jerk talks to me like I'm his dog, and then the clown thinks that I'm sorry and sad that he's not coming back? Never could understand that about people, but whatever lol.
amymac14843 on 2010-06-22:
Fred---I keep seeing you in all these threads and you really seem to have a personally grudge against CVS. Here, you tell the RX Tech he/she should speak the employee assistance program, followed with Shame on CVS. Why do you assume they haven't offered the same? The company actually has programs in place for the employees, and has means for the employees to call in the complaints listed here. I'm not trying to start an argument with you, I just don't like the insinuation that CVS does nothing for their employees but overwork them.
Sheriffs Uncle on 2010-06-22:
Danged good investigative reporting.
Venice09 on 2011-01-12:
I think you are exactly the type person the OP is referring to, broadus.
Neolithic on 2011-03-08:
EAP! LMAO, CVS is not in the business of retention. "Turn and burn" Is the motto of the executives. CVS wants 5 year employees so as not to ever pay them a decent wage. I'm sorry all, but loyal employees are a thing of the pre-corporation world. Hell yes I have a chip on my shoulder. I watched loyal employee after loyal employee fired or forced out. It's horrible to see what CVS does to honest drug stores. Pharmacists and employees who cared now in fear of losing there job if they don't push unwanted pills on customers. Prices raised store wide and blame the workers for lost sales. I really bought into the things CVS told us before, during and after the buyout of LDG. The older Managers were treated as though 30 years or more meant nothing. The men and woman who built the business and worked there butts off to keep there customers even when the big chains came to town. CVS used them and threw them out, some guys only had a few years left but CVS forced them out. We all watched as lives were destroyed and fooled ourselves into thinking it would be different for us. 13 yr employee, Terminated. I would not work off the clock and I would not ignore customers so I was not as good I guess as someone who would do those things. CVS is to blame but so are employees who ignore customers and work off the clock. The class action suits will keep coming and CVS will deserve all of them. Workers rights have been trampled on since the took over.
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Young employees beware of CVS/Caremark... Unjust termination
Posted by on
CHERRY HILL, NEW JERSEY -- My son had been an employee at CVS in Cherry Hill, NJ since Sept '09. He was fired almost three weeks ago because he was accused of stealing. The Loss Prevention Manager in the Philadelphia region came into the store to "convince" my 16 year old son that he's been stealing approx. $20 worth of stuff and that they have been investigating him for a while now. She made him sign a confession sheet. He couldn't deny these accusations because she said they have evidence that proves he did it. They made me come in and sign this too...I suppose because he's a minor. I did, fully believing my son was guilty at the time considering the "evidence" they said they have. When I asked to see it however, she said she wasn't allowed to show me.

After talking to my son and giving him every opportunity to "come clean" on this, he still asserts his innocence. After talking to numerous people at all different levels of the company from Loss Prevention to Human Resources, I finally got the LP Director to admit there is in fact no "evidence". They also couldn't come up with an accounting of what made up the $20 they said he stole. Another strange thing...the day this firing took place, the regular store manager left early and there was only a mgr trainee there which I believe is against their policy. My son got along well with the store mgr which might explain why he wasn't in the building when this took place. I've been trying to get real answers for weeks now as to why this happened, and why to my son, a 16yr old part-time employee. When he's tried to talk to other people who work there about this, they've said they can't talk about or they'll be fired.

I'm pretty sure I'm not ever going to get any answers from them and I'm also not sure if I can take any legal action against them. I know they don't have to have a reason to fire but are they allowed to blatantly lie to my son and me to get us to sign a document of theirs? My wife and I feel we have no real recourse. Any suggestions?
     
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Soaring Consumer on 2010-03-10:
File a complaint against your state's labor board for wrongful termination and also possibly the EEOC for discrimination and mistreatment against an employee on the basis of age. Obviously your son was forced to sign a false confession under a state of intimation and duress without your presence (which may constitute a criminal offense) and you were manipulated and lied to when you signed the false confession based on misinformation provided by the CVS management.
Anonymous on 2010-03-10:
He got fired, get over it. That's my suggestion.
Anonymous on 2010-03-10:
SC, what's your basis for this statement?

"Obviously your son was forced to sign a false confession". Were you there? Is it impossible for a 16yo to lie? I'm just curious.

tnchuck100 on 2010-03-10:
When CVS refused to show the evidence they lost all credibility. I agree with Soaring Consumer.
Anonymous on 2010-03-10:
Great advice, SC. Minors aren't allow to sign a lot of things without a parent's permission, not even their school schedules. Something's rotten here. I say get a lawyer and have him sort through this mess if for no other reason than having your child's record cleaned.
Anonymous on 2010-03-10:
The adult parent also signed the statement without seeing the evidence that the company supposedly had. There is no way in hell I would sign any document that admits anyones guilt unless there is concrete proof that the person I am responsible for is guilty. Why did you sign? You didn't assume that your son is innocent until proven guilty? You wanted him to prove his innocence?

Forget the legal route, the EEOC complaints, the labor board for wrongful termination. You and your son both signed a statement admitting his guilt. It is over.
jktshff1 on 2010-03-10:
Soaring put it right, but Pro ended the discussion. The op signed the statement, no difference than someone not reading the fine print of a contract.
Soaring Consumer on 2010-03-10:
I believe there is a very very strong chance that considering the circumstances surrounding the case, that the confession papers would be overlooked or dismissed in the investigation. A minor signed under a situation that could be legally considered to be duress, and the parent was coaxed based on "fake facts" that at the time she had no reason to doubt at the time of signing. CVS would have to prove the legitimacy of the accusations to the labor board and to the EEOC. If the evidence exists as they claim, they wouldn't have any trouble proving that the termination was fair and that they are in the right. However if the evidence did not exist, and it seems as if it didn't, proper action would be taken against the company. Just because a signature was put on paper does not mean in any way that this is over.

To the OP, there is nothing to lose by filing those complaints. It's time to fight for what's right.
Anonymous on 2010-03-10:
Soaring, do you have a law license? What is your basis for your believing that there is a strong chance that the confessions would be dismissed?

Those statements especially by the 'responsible adult parent' should have never been signed. The time for proof is before the pen meets the paper! Once no proof was given the OP should have grabbed her son by the arm and left the store and promptly filed any complaints that they wanted. Let it go!
Venice09 on 2010-03-10:
I realize you're trying to make a case of innocence, as I would probably do the same, but I can't help wondering why an innocent person would sign anything knowing that there would be no evidence. I guess a sixteen year old could be intimidated into signing a confession. Either way, does your son really want to work at a place like this? He might be better off looking for a new job, but I also understand if he wants to clear his name first.
jiff on 2010-03-10:
When I asked to see the evidence, the LP mgr told me that they can only show the evidence if it goes to court but said they don't intend to go to court. At that time I was embarrassed and angry at my son...I offered to pay the 20 bucks right then but she said they can't accept it. They'll "collect it in payments"?? My distress at the time kept me from thinking clearly. I remember forgetting how to spell my own name I was so freaked out.
Anonymous on 2010-03-10:
"They'll "collect it in payments" means they will seek restitution. They will send you a demand letter for a specific dollar amount, basically a settlement for his (and your) admission of his guilt. You could hold out and see if you could take it to court if they go this route. This could run into the hundreds of dollars, unless CVS is greedy and goes for more.
PepperElf on 2010-03-10:
"He couldn't deny these accusations because she said they have evidence that proves he did it. "

Never sign anything like that.

In fact since he was a minor he had every legal right to have you come in before he signed something.

and then of course you could have demanded to see the evidence before having him sign.

however, at any rate... it's not a place for him to work anymore
even if innocent, do you really want to work for a boss who thinks of you like that?
Anonymous on 2010-03-10:
My thoughts too, Ms. M. I'd be pretty pissed off but the manager of the store and the LP agents would be the ones forgetting how to spell their names if they falsely accused my son of theft. Heads would roll and they would remember MY name for the rest of their miserable careers!
Anonymous on 2010-03-10:
with all due respect to those that responded negatively thus far, I must say, none of you know how you would respond in a situation like this. mom was angry at her kid. mom wasn't thinking clearly and signed something she now recognizes was a bad move. there's certainly no need to beat her for it.

jiff, for what it's worth, I say you shoud contact an attorney. tell 'em what happened. the worse thing they'll tell ya is that ya got no case. good luck and if nothin' else, you've shown that son of yours that you'll stand by him. that'll mean more than anything else when tis all said and done.
Anonymous on 2010-03-10:
I don't know why u would sign a document that incriminates your son without even reading it and seeing the evidence.

You should contact a lawyer anyway see if any laws were broken on CVS's part.
Anonymous on 2010-03-10:
I have never signed 'letters of confession'. Any guesses as to why?

Venice09 on 2010-03-10:
I think the problem here is that the OP was not completely sure if his/her son was being falsely accused. I think there was some doubt as to the son's innocence. That can be very unnerving, to say the least. I would be flustered too, but I wouldn't have signed anything.
Anonymous on 2010-03-10:
and I'd hope I wouldn't either, venice. problem is, we don't always know how we will react in stressful situations. hopefully jiff will seek advice from an expert and at the very least find out if this is even worth pursuing.
Venice09 on 2010-03-10:
I agree, KingJames. My son is eighteen, and he has been causing crazy stress since the day he was born (no exaggeration). So I know what it's like to be confused or not know whether you're coming or going. If this is the OP's first experience with something like this, I understand the feeling of fright that takes over your mind. I'd like to think that I wouldn't have signed anything, but one never really knows what they will do until the times comes.
Anonymous on 2010-03-10:
Ms. M!! I know!! I know!! Pick me!! LOL
Anonymous on 2010-03-10:
*and the floor goes to PC*

Anonymous on 2010-03-10:
Because you've never been accused of breaking any laws. (Or, you haven't gotten caught.) LOL joking!
PepperElf on 2010-03-10:
the thing is... even if he gets that job back, even if he's 100% innocent, there will very likely be hard feelings and animosity between the bosses & him. most likely they will end up finding another reason to fire him or cut his hours.

he may be better off trying to find another job with a different store.


also remember, just because the boss accuses him of something does not mean he's guilty.

hell one of my relatives was accused of doing steroids by her coaches. but she was innocent. end result?... the coaches actually got in trouble over it - 1) because anyone with half a brain could tell she wasn't using drugs, 2) the coaches denied her the right to call home when she asked.

so ... don't confess to anything unless you're actually guilty.
jiff on 2010-03-10:
Do I wish I didn't sign this...OF COURSE. When I asked my son in front of this lady, he said "if I did it, I don't remember doing it" but when a lady that you don't know tells you there are secret cameras in the ceiling tiles that even the people who work there don't know about, you start questioning yourself...ya know like, if they got video of me doing it, I must have done it. I just don't remember doing it. My son, after having time to think through her accusations later that night said "no...I did none of it". I found out later no video exists. Before this happened, my sons hours were cut back even though they were continuing to hire older workers. A fellow employee said he thought they were trying to get rid of younger workers. I don't know...I just wish I knew what their motivation was for doing this to my kid.
Venice09 on 2010-03-10:
As someone else said (KingJames, I think), at least your son knows you're on his side. No one knows him better than you do, and your instincts are probably correct. That will give him the confidence to look for another job. Don't worry, he'll be fine.
Anonymous on 2010-03-11:
I am confused. The 16 year old claims to be innocent, yet signed the papers when the employer told him they have evidence? What evidence? I have a 16 year old and let me tell you the roof would have caved in when they told her they had evidence after she claimed innocence from all her demanding to see said evidence. My baby is high strung. She gets it from her mama.

The mother signed the paper too? And did not demand to see the evidence? At my job, they show it all out in the open so that there is no doubt.
Venice09 on 2010-03-11:
LadyS, if you read all the comments, including the OP's, they might answer some of your questions. Some teenagers are more assertive than others, and some are taught to not question authority figures. It sounds to me from what I've read here that the boy was bullied into signing a confession. Teens aren't just bullied by their peers, adults can be just as intimidating. I think the parent was caught off guard and not sure what to think or do. I could see this whole scenario being very tense.
Anonymous on 2010-03-11:
I need to get out more apparently. All the teenagers I know would have one either refused to sign without evidence or until their parents got there. I just can't accept that they refused to show whatever they had against the kid. And if they later claimed they had none, then I would sure as rain is wet be filing a lawsuit.
goduke on 2010-03-11:
I find it a bid shocking that the HR folks would let the kid be fired when there is no evidence. You might want to reach out to the HR person to whom you spoke now that the LP folks have allegedly said that they have no actual evidence and see what that person says.
goduke on 2010-03-11:
Oh, and there are no secret cameras. The cameras are really obvious and they cover the entire store.
Anonymous on 2010-03-11:
I also have a hard time believing anyone would not remember stealing. I mean, unless you are an unconscious thief, a kelpto, who would actually have a history, it doesn't make sense. But I am tired so maybe that is it.

I know personally that if my daughter was accused of stealing and her response to the accusation was "if I did I don't remember", the law and being fired would be the least of her problems.
goduke on 2010-03-11:
It could be that the kid really didn't steal. It could be that the register came up short, and the inference was that he took it. Who knows what really happened, right?

I'm kind of amazed that a parent would sign something admitting guilt when they didn't believe it. I can see a kid getting scared and signing it, but I would think a parent would stop and say "no way." It's not like they are going to haul the kid to jail over $20.

Is it worth a lawsuit? Probably not. Awfully expensive way just to make a point, and to get a couple of hundred dollars of back pay. To get any consequential damages, they'd have to show malice, and at best they have someone misreading the information (I.e., mistake) more than malice. But that's a personal choice one makes.

I'd still go back up the HR chain. I've done consulting for CVS, and I can tell you that HR runs the show (alonng with IT security).
Ytropious on 2010-03-11:
I just want to point out we are not hearing this story from the source, ie the son. We're hearing it from the mom. How many moms are going to say anything bad about their children? NH.
jiff on 2010-03-11:
The source is in school right now....and I'm the dad.
Anonymous on 2010-03-11:
Duke, dug on me. The register being short didn't cross my mind. But being accused of stealing over ONE instance if that is the case? When there could be hundreds of explanations: accidentally giving too much change, new bills sticking together, miscounting etc. It seems if this was the case, and it was only one instance, then talking to the kid would be the way to handle it.
Ytropious on 2010-03-11:
The source needs to learn to write his own complaints daddy-o. Fact is, you have no idea what goes on when he is at work. He could have stolen. Very few kids are going to admit that to mommy and daddy. It hurts to hear, but it's certainly a possibility, especially when he uses phrases like "if I did I don't remember".
Starlord on 2010-03-11:
Some Loss Prevention people and police officers have reputations for obtaining confessions. I have known a few who could get you to confess to the assassination of Abraham Lincoln, given a couple of hours. I couldn't give legal advice when I was as deputy, and even less now, but the OP needs to get a good lawyer. I can tell you from experience that there are far too many things wrong with this case. A good lawyer can get those documents thrown out in minutes IMHO, the LPA coerced a confession, in violation of the parties' Fifth Amendment rights, and probably the Fourth Amendment, which if you are not up on it is right against unlawful search and seizure.
Venice09 on 2010-03-11:
"How many moms are going to say anything bad about their children?"

More than you think. I never blindly believed everything my kids told me. And I only defended them after determining whether or not they deserved to be defended. My parents did the same thing. I agree that a lot of parents have the "my kid can do no wrong" mentality, but just as many are the opposite.

And I see nothing wrong with the dad writing this review. Sixteen can be a strange age, and not all kids that age know how to handle something like this. He may not know what his son does at work, but I'm guessing he still knows his son better than anyone else. That's not to say there won't be surprises along the way, but I think a parent's instinct is usually accurate.
Anonymous on 2010-03-11:
isn't it entertaining to read how judgmental folks are when they're safely behind the keyboard? I for one, am glad to see that there are a few m3c's regulars that can see how a situation like this most certainly can and does occur.
jiff, I sure hope you come back and follow up with us on whether or not you decide to pursue this. andif you do, how it turns out. I'll say again, your son is fortunate to have a parent as vested in them as you.
Venice09 on 2010-03-11:
KJ, I understand why people are judgmental. I was judgmental of other parents even after becoming a parent myself. It wasn't until I became a parent the second time that I started to see things a different way. I never judge parents anymore, especially strangers. I have no idea what goes on in their lives or with their kids that may cause them to do what they do. With my own experiences to reflect on, I now realize that most parents are just doing their best and sometimes in very difficult situations. You really can't ask someone to do better than their best.
jktshff1 on 2010-03-11:
The best advice you have been given is to consult an attorney. This could come back to haunt the kid when applying for other jobs.
Good luck, let us know the outcome.
Anonymous on 2010-03-11:
The parent signs the confession with no physical or visible evidence?
What were they thinking?
Slimjim on 2010-03-11:
Ladyscot summed it up to me. If they said they had evidence, why would anything be signed admitting to theft if there wasn't something that could possibly come out in court after all. Where there is smoke, there usually is fire. There are easier routes to go if you want to terminate someone, and again, the question is why.
It's not worth the fight. First, they could fire him for any reason anyway so what is the point of contacting an attorney IMHO? Second, regardless even if they made a complete bonehead mistake, they clearly are convinced a theft took place. Why get all legal and try to prove them wrong. Does he really want to go back to work there now anyway? My only concern is any residual fallout from that document, which I think should mean nothing outside of CVS. Probably protects them against suit, so that's even more reason to figure they have the upper hand and to just move on.
Save the stress on you and your son. It was an entry level job that can be had elsewhere.
Venice09 on 2010-03-11:
Slim, my first reaction was to wonder why anyone would sign anything, but I am also willing to give the OP and his son the benefit of the doubt because I don't know them, and I wasn't there to see or hear what happened. I agree that taking it further is probably pointless. I hope the OP's son finds a new job, and this never comes back to haunt him, which it probably won't.
Slimjim on 2010-03-11:
Exactly, I'm not agreeing with what CVS claims as I don't know, but it sure sounds like there are better battles to pick than trying to get this thankless job back.
Venice09 on 2010-03-11:
Agreed. And not just about the claim, but as to why the OP and his son signed a confession. Under certain circumstances, I can see that happening.
jiff on 2010-03-12:
I want to thank everyone for their 3 cents! Be it good or bad, at least I get a feel of what others think. My family has been taught to respect law enforcement. My son has an uncle who is a police caption and a cousin who is in the FBI. When someone of authority tells you they have proof you did something wrong, your first response is not to disagree, especially when you were blindsided by this. Naturally, I'd love to go back in time but I can't. I just can't believe a publicly traded company of this size get get away with this kind of manipulation.
momsey on 2010-03-12:
Gosh, I love all the self righteous folks on this board who always do exactly what they're supposed to do at every moment, no matter the situation. And, on top of that, have no compassion for a parent who was put in a rotten situation.

Why aren't you pointing your negativity at CVS? Sounds like they pulled a really crappy move here and that's the point. Of course no one should have signed anything, but that doesn't change the fact that CVS did wrong and should be held responsible!
Anonymous on 2010-03-12:
Bravo, momsey!
Anonymous on 2010-03-12:
jiff, the more you come back and comment, the more I respect you as a parent and a human.

those of us that still live beyond the cyber world, understand that this situation most definitely could happen to any one of us.
Ytropious on 2010-03-12:
momsey, you think constantly pointing out how you feel about everyone else doesn't make YOU self righteous? Get over it. Comment on the review, not the reviewers.
Venice09 on 2010-03-12:
I second that, KingJames. I think this teen has a great Dad! All teenagers should be so lucky.
Venice09 on 2010-03-12:
Jiff, thanks for reading the comments with an open mind and for coming back with more information. I know it can be hard to look past the criticism, but you handled it perfectly.
jktshff1 on 2010-03-12:
jiff, VH that has got to be one of the best "comeback" posts I have seen on this site.
Took the hits, and compliments, along with understanding the reasoning behind them.
Stick around, we need more like you here.
Anonymous on 2010-03-12:
I second what Venice said BUT with people in your family with law enforcement backgrounds, why didn't you check with them even briefly before signing?
Ytropious on 2010-03-12:
True that, better believe if I had a cop or lawyer friend I'd be whipping out my phone for advice on the spot.
Anonymous on 2010-03-17:
Under no circumstances should you ever sign any type of document without imperical data to substantiate any form of complaint or discharge of an employee. In fact as a parent you should have insisted seeing the so called "evidence" against your son. Contact the EEOC or your local labor board as other posts have advised you, also you might if your willing find a labor attorney to represent him for wrongful termination. In addition this is not an uncommon practice from loss prevention. Having worked for CVS they will often accuse you of wrong-doing and refuse to show you what they actually have against you.
jiff on 2010-04-13:
After continuing to go back and forth with CVS, here's what they're offering to do. I told them I'll get back to them by the end of this week.

1. Change his separation code from being fired to mutually agreeing to leave the company.
2. He would be listed as being "rehirable" even though he promises not to re-apply.
3. He would not be reported to the "Esteemed Data Base".

This is contingent on him signing a confidentially clause.

They're obviously not willing to admit any wrong doing. They also said I'm not allowed to have a copy of the confession sheet that both my son and I signed.
amymac14843 on 2010-06-11:
I would contact the corporate office to find out more information on the supposed evidence. However, I don't see how it has anything to do with age
RomanticGoat on 2010-08-12:
I'm an LP for another company. What happened to your son is called a Wicklander-Zulawski interview. Its non confrontational and is designed to get an admission. Retailers don't need evidence to conduct one of these interviews. If during the course of the interview your son admitted to this then that is all the evidence they need to proceed with the termination. If your son really didn't do it and he had just kept on insisting he was innocent then he'd probably still have his job. I'd consider yourself lucky they didn't press charges.
BelovedSiren on 2010-08-13:
If you notice CVS is well known for termination due to theft everywhere. Does anyone else find that odd? I too was terminated for that. Funny how 1 week prior I went to HR and DM with harassment complaints. Oo....
jiff on 2010-08-13:
Speaking to the other LP person.... If you do your job the way they (CVS) do there's, I honestly don't know how you sleep at night. They were wrong and they know it.
2cent-er on 2010-08-31:
Poor kid..a number of years ago Cumberland Farms [now defunct?] was exposed by the Phila Inquirer ? for the same tactics. you should contact Monica Yant Kinney she's a tiger with stuff like this. hope CVS isn't a big advertiser though
long term emp. on 2012-01-05:
I have worked for CVS for years and they don't seem very concerned with customer theft but seem to be super suspicious and accusing of employees. I never have or never will consider stealing from my employer but they make me very on edge and paranoid.
JS, New Jersey on 2012-09-10:
This exact situation happened to me. They even went as far as to hint that I wasn't going to get fired, but signing the documents would just help the process along. I was one of the best employees in the pharmacy, and they accused me of stealing Life Water out of the front-store refrigerators. I only admitted to them in conversation that I had sometimes drank them before purchasing, but always paid for them in the end! I was told signing these papers would help me KEEP my job. I'm 23, I was 22 at the time, and I haven't had a real job since they fired me back in October 2011. Almost 1 year without work because they have ruined my reputation. AND they screwed me out of unemployment! After all that money taken out of all my paychecks, I don't get one cent of it back.
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How things work in retail.....
Posted by on
So many of you wishy washy people make me laugh when I read all these complaints. Let me help you understand how things work in retail. I used to work for the call center at one of America's biggest retailers (who will remain nameless) when I was in college, so I've heard every single complaint in the book a hundred times over. Trust me, there is NOTHING I haven't heard already.

First off, if you think your opinion counts for anything, THINK AGAIN. I was an 18 year old kid when I had the call center job and if memory serves me I made $12.50/hour. So when all the company's "valued" customers called "Corporate", you weren't talking to anyone with any influence in the company. You were talking to a young 18 year old boy who couldn't care less about you and your family and whether or not you ever came back to shop with us ever again. Me and all my call center friends listened to the same complaints day after day, then we would apologize profusely, maybe send you a giftcard if you were nice, and after we hung up we rolled our eyes and took the next call. We listened how long the lines were, how the cashier was rude to you, how the restrooms were filthy, how the prices were outrageous, why our return policy sucked, how nobody said hi to you when you walked in the door, how nobody told you to have a nice day, how there wasn't enough handicap parking, how your car got dented in the parking lot by a shopping cart and how you were going to take your business to my competitor. It really was so repetitive that we became desensitized to it after some time. I can remember days when I wasn't in a people mood and I would just let you stay on hold for ten minutes even though I wasn't talking to anyone else, just because it would iritate you more. Of course, this job had an insane turnover ratio because most people can only tolerate being screamed at for so long, but I was able to stick with it because the money was pretty good for a college kid who needed to pass the time in between the weekends.

So in the end guys and girls, complaining may make you feel better, but it really doesn't accomplish much else. Any retail corporation (and any corporation in general) gets thousands of complaints each week from its clientelle and very little changes ever take place. At the end of the day, if you don't like the way the establishment does business, don't give them yours. And please be advised that I was NEVER a disgruntled employee and I have no grudges against anyone then or now. I was just pointing out reality.
     
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User Replies:

goduke on 2010-02-11:
Lovin' it, you're just plain wrong. I know for a fact that CVS takes it's customer's feedback quite seriously, and makes changes based upon the trends they see in their customer comments.

Are you saying you worked in the CVS call center? If not, what connection to you have to CVS to be able to speak to how they handle their customer complaints?
Anonymous on 2010-02-11:
Good question Goduke. He says the retailer he worked for shall remain nameless, so why select CVS as the point of reference for this post?

I have not had occasion to call corporate for very many issues but when I have all were handled to my satisfaction, with the exception of Target.
Lovin it on 2010-02-11:
Its funny you mention Target because I had a huge issue with them about six months back, and it was pulling teeth to get things resolved. Not that I was surprised because I know how mass retailers work. The best examples of customer service in most cases come from the mom and pop stores, not the big boxes. Because they deal with a smallish client base, each customer as an individual has a much greater value to that business. With a retail corporation, you are nothing more than a number. When the little guy loses a customer, he feels it. When the big dogs lose one, they don't even flinch.
skelly39 on 2010-02-11:
I hate it when an OP makes good points but has to throw in a snot attitude. It's great that you have a job with that gigantic chip on your shoulder while millions are unemployed and would gladly sit on the phone and get yelled at by "wishy washy" people to collect a paycheck.
So, thanks for the "duh" advice to take my business elsewhere if I don't like the way I'm being treated. NH
shootingstar1284 on 2010-02-11:
From what I've read on this board, there are plenty of people here who have worked or still work in retail who are able to make a point without being rude. While you may not think the retailer you worked for (CVS?) cares about each individual customer, you don't have to come on to a complaints board to berate the people who have legitimate complaint. I work in retail part time and I'm more than happy to sit here and try and explain why something happened, but not in a manner that would offend someone else.
Inat on 2010-02-11:
well the OP makes a good point. . . if you don't like it, shop elsewhere. That's how capitalism and free market works - if you don't like a product, don't buy it. That's why GM is out of business (oh wait, nevermind) b/c they made a crap product that no one wants and costs too much to make. If complainers really followed through on their threats to shop elsewhere, the walmart wouldn't plague the world... but no, people can't live without their Chinese junk and irradiated, low quality food (but cheap!!)
goduke on 2010-02-11:
Lovin it...so you had a problem with target, and addressed it here by talking about CVS, when you worked for a yet unnamed third retailer? Kind of taking a long road to making a point, aren't you?
Lovin it on 2010-02-11:
Duke...I chose not to mention where I worked because I still know people with that company and I didn't feel the need to single them out. Its not relevant what company's call center I worked for because every one of them is exactly how I said, whether or not you choose to believe it.

When was the last time you noticed a major change with WalMart or Target or Sam's Club or Costco or whomever? The complaint centers are just damage control for the retailer. They know that by being sweet and kind and apologetic that at least some of those customers who called will give them a second chance because they feel that their voice was heard and something is being done about it, when in reality that store operates no differently tomorrow than it did yesterday.
I Like Honesty on 2010-02-11:
You're absolutely right. If a call center employee is sweet, sympathetic, understanding and makes even a little apparent effort to help, the caller will usually calm down and then be able to listen to what steps can be taken to resolve the issue. In my 25 years of customer service, I played the game myself -- the nastier a caller was, the sweeter I became. And the caller would finally apologize for being so nasty, calm down, and let me help, or at least listen to me explain why I couldn't help.
I'm sad to read the cynicism in your voice, it's sad to hear that you have no respect for your callers and their problems, petty or not. I hope you can find some line of work that will take advantage of your other good qualities and talents, which I'm sure you have.
MissMae on 2010-02-11:
Lovin It, you don't mention how long ago you were in college and working in the call center that shall remain nameless, but I think you're right. Many companies have and still do operate exactly like you described. But..times are changing, consumers are getting more savvy and demanding better customer service all the time...money is tight and getting tighter, so..companies do need to start listening and taking action, or they'll be the next in line closing up shop.
Overall, good post though...and I liked your honesty on how you handled those calls. ;)
Lovin it on 2010-02-11:
Honesty, you sound like one of the good ones. I admire anybody who can be a punching bag for the public and deal with it with such dignity. I started out that way but over time it wore me down like it does to 99.99% of anyone in that line of work.
Slimjim on 2010-02-11:
I still don't understand what CVS has to do with this unless they are the unnamed retailer, which then of course, they aren't remaining very nameless.
$12.50 an hour is a decent pay for an unskilled job to be starting around, even today. I'd say for that money, your job description is to try to appeased the screaming customers so they don't jump ship from the business. All it takes in most cases, is the little apathy these pathetic souls need after not getting their greeting at the door to their liking. Most of those fools think there is going to be action based on their complaint, so you are to give them the sense of concern and follow up.
I understand and agree with the info that customers ranting on the phone over silly things should expect to be taken lightly behind the scenes. I don't think what your describing as the way you handled your job is a model SOP though. No offense, but you don't seem to have been all that great at it. Not saying I would do anything different hypothetically, but I wouldn't come here and boast that's how I approach and perform my duties at work.
Anonymous on 2010-02-11:
Slim your points are right on. I have also given up trying to figure out what CVS has to do with this post. In fact, IMO since his company is unnamed and CVS' relativity to this post is not disclosed, then this review shouldn't even be here.
PepperElf on 2010-02-11:
slim +++

very valid point
goduke on 2010-02-11:
Thank you, Slim. I'm betting that since Lovin has posted on a number of CVS complaints recently (even old ones), that s/he's currently working at CVS and extrapolating her old experience what is done with corporate complaints into her current environment. That's a massive assumption to make.
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CVS = HELL
Posted by on
MAMARONECK, NEW YORK -- I've been a CVS customer for years!...I am well educated and finishing up a medical program. I was approached by a friend asking me if I would be able to work for CVS, because this specific store was short handed. I agreed, and I worked for CVS for over a year. Before I applied for the job, I actually took a course in pharmacy and even got certified as a technician. All of this while I went to school also.

First of all let me say that I feel for the customers of CVS. I know that the technicians and other employees could be rude. I've seen it with my own eyes. I have never once given a customer an attitude. I always went out of my way to always help everyone that I could. I worked for this company for over a year and I never received any sort of complaint on my behalf.

But working for this company was a nightmare. Management was horrible, they didn't even know how to do their jobs right. The store manager spent more time sociallizing with his employees then actully doing his job. half the people that work in that store are illegal and working under false or stolen identites and social security numbers.

When I brought up some of these issues with the district manager and corporate, they gave me an attitude and was very rude to me. a few months later the same district manager came to my store and asked to talk to me. he told me that he no longer has a position for me to work in a pharmacy in our district, but has a position for me to work in another store as a cashier. I walked out right then and there and quit.

what I don't understand is that he told me that I wasn't qualified to work in the pharmacy when I'm nationally certified and more educated then anyone else in that store, yet people who don't even know how to read a script or use a computer are still employed there!

I rather be homeless and starving then work again for such a corupt company like this. My family, friends and myself will never ever shop at CVS again! CVS doesn't care about their customers, all they care about is the money. Next time any of you decide to fill a prescription or even buy toothpaste from a CVS remember this, they don't see you as a human being they see you as a $$$$.
     
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andbran on 2009-08-14:
maybe you should report them to immagration and the irs.
anita23 on 2009-08-14:
I already did!!...
Eloise on 2009-08-14:
Every CVS has a different staff and acts in different ways.
The CVS I use is wonderful. The pharmacy team treat us like we are old friends whenever we go to the store, they are also incredibly efficient. Last week I turned in a prescription that unknown to me wasn't covered by my insurance. The pharmacist called me to let me know so I wasn;t shoked when I came to pick it up. I guess I must be incredibly lucky.
Anonymous on 2009-08-14:
"I rather be homeless and starving then work again for such a corupt company like this."

Be careful of what you wish for.
Brook on 2009-09-13:
I know exacly what you are saying about customer service.
I have a long history and accommodations from previous employers and was the only one that went out of my way to help customers! I helped this crying sick women find the right cough syrup not because I have any pharm. education.She was furious at the pharmacist who laugh at her when she started crying. The next day I approach the"guy crazy" Mgr. and told her I helped the woman her answer was "oh she was crazy"
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Wrongful Termination of Employees
Posted by on
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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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.
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?
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 judgment without hearing the CVS version.
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.)
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.
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?
old fart on 2009-07-09:
PIGS ???
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.
madconsumer on 2009-07-09:
I would like to hear the other side of this story. second hand information is not reliable.
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.
madconsumer on 2009-07-09:
if he suspects a real issue, file a complaint with the local labor board.
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?
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.
jiff on 2010-02-20:
Same exact situation happened to my son!! BEWARE OF CVS!!!
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?
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.
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.
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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Please Do Not Generalize
Posted by on
ARIZONA -- I work in a CVS/pharmacy in AZ and I do consider my pharmacy staff wonderful :) I have never once heard one of my fellow employees be rude to a customer. The complaints that I have heard about on this website confuse me! I can't even imagine some of the things that claim to happen actually happening.

Not taking a coupon because it's not in color? that's not right, any other CVS would have taken the coupon.

Not taking manufacturer coupons? They are accepted at my store, so please do not make generalizations.

If you do not see someone waiting in line ahead of you, it does not mean that we did not just get 5 prescriptions dropped off before you walked in. It does not mean we did not just get 3 prescriptions dropped off through the drive through. It does not mean that customers are not calling in. Please, we will get to you when we can, as fast as we can.

If you drop off a prescription on a Friday at 5pm or later but there is a problem with the prescription or you need a prior auth. Please do not yell at us when we tell you the soonest we can get it for you is the upcoming Monday- and that is if your doctor even gets back to us that Monday. It is the weekend and doctor's offices close. We cannot hunt your doctor down at their house and make them verify.

Please do not talk on your phone when you come to the counter. This has been such a problem at our pharmacy that we had to put up signs. Obviously, people are illiterate, still. I consider this very rude and can make the process of getting your prescription filled much longer than necessary.

If you see me assisting another customer and the other 2 pharmacy technicians are on the phone with a customer or at the drop off counter, please wait your turn. Do not interrupt me while I am in the middle of a conversation. If I ask you to please wait and tell you I will be with you as soon as I can, do not yell at me.

Do not throw money at me. - rude.

Some prescriptions take less time to fill than others. If you have 5 prescriptions to fill and the person behind you in line has 1 and they get theirs first, what did you expect? If you have something we need to mix and another is something we need to count, the counting one comes out first. It's easier and faster to fill. Think of it as a restaurant. If you order a steak and the table next to you orders a salad, who's do you think will be first?

Overall, customers can be very polite and pleasant. Those who are this way make our job enjoyable. Sadly, there are customers who do not truly understand how the pharmacy and doctors cooperate or how the pharmacy and insurances operate. I think overall it is a basic misunderstanding.

So please, before you yell at us, give us a chance to explain or ask questions first. and please do not generalize! There really are some of us out there who do our best to make the customer happy! :D

Thanks
     
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Anonymous on 2009-03-07:
I think stores should make a rule that if someone is on their phone while doing business, the employee should get to say, "When you are finished with that, I'll get back to you." People are absolutely ignorant with their phones. Other than that, it's always good to get perspective and yours is pretty good. You have to deal with some real buttheads and you sound like you do it well.
madconsumer on 2009-03-07:
sherdy, amen!

pharm tech, bravo!


very helpful, and well written.
Starlord on 2009-03-07:
Excellent post, and I think I know which CVS this is. We did our business with CVS before we moved to Washington, and the staff was always friendly, greeting us by name and even apologizing that there would be a wait. There is not a CVS within 200 miles of us now, and we do miss the fine people at 'our' CVS pharmacy.
Principissa on 2009-03-07:
I cannot stand when I am behind someone on a cellphone. It irks me to no end. They aren't paying attention to anything. I agree with sherdy and think that if someone is too busy on their phone to complete their transaction they should be moved to the back of the line. I got stuck in line for 10 minutes at the pharmacy yesterday because the woman in front of me was too busy gabbing on her phone to hear the cashier tell her to press the accept button. Some people are just so ignorant and self absorbed it sickens me.

Novus on 2009-04-05:
Informative post. I work in retail, many of your points are true and valid.

However, I have a hard time understanding why you don't agree with "first come, first serve." If someone comes in before another customer with five prescriptions versus one, why shouldn't the first person have theirs filled first?

I do get angry when I'm at a fast food place and a couple's order is given before my families when we came and paid first.

Anyway, thanks for the inside look into CVS.

Novus
13YEARSINRETAIL on 2009-06-04:
Dear Novus,
have you never showed up at a doctor's office before someone else only to have someone come in after you and get taken back to the rooms first. And pharmacies are NOT a fast food restaurant.
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