EL DORADO, ARKANSAS -- In 1970. as manager of the first Walgreens in El Dorado Ark, and having been sent to this city by Chicago Corp. office to aggressively promote what they called a Super Store, and after hitting a million dollars in sales, the first year, an accomplishment in 1970, the Regional Director and Dist. Manager. sent in an investigation team to determine, that I had upset my competition by being too aggressive. They attempted to fire me for being too aggressive towards the competition. I contacted an attorney, who said we would sue them and be sure it got plenty of press locally.
Suddenly I was not fired, I was suspended with pay, while corp. investigated. After the investigation the Regional Director a V.P. of the company was demoted to RPH, as was the D.M.. A new Regional Director was sent to Houston by Chicago, as was a new D. M for the Louisiana Dist. sent from Indiana. These people had their own little world, with their own local people, and did not like Chicago stepping on their toes. I spent the next 3 months flying all over the country to interviews with other companies at WALGREENS' expense and they even moved me back to the Chicago area, when I went to work with ZAYRE Corp.
Needless to say, after a V.P. losing this job, a D.M. losing his job and the company spending over $250,000 in expenses to investigate and move people around, my career with Walgreens, would not have gone far. Retaliation would have occurred.
The point is as with many of these complaints, these things can and do happen in the Corp. world. The only thing that saved me, was I had things better documented than the people who were coming against me. Document everything that happens to you, no matter how small.
AURORA, COLORADO -- I am a mid 40s, educated, tax paying, voting, credit card carrying consumer. On this Sunday afternoon I walked into the Walgreens at Havana and Alameda to look for hair color, hot and tired after a day of errands and shopping. I had a backpack fully on - both shoulders, not just slung over one (and as such, impossible to unzip or access without taking it off completely), a shopping bag from another store in one hand, and a jug of iced tea in the other hand.
While looking for the hair color stock, I was stopped in the aisle by an employee informing me I'd need to leave my bags at the counter before I could shop anymore. Then further that my backpack too would need to be left with the staff. I stated I had a laptop in my backpack and wasn't prepared to simply leave it at a front desk. I was informed that they would be there, but that I should have been stopped at entry rather than allowed to come back so far. I was being addressed with a tone one might expect to hear at age 7 - as if I needed watching over and direction.
She continued, making it clear that I would not be allowed to shop if I didn't agree to leave my merchandise and backpack with her. It now being abundantly clear that I was for whatever reason under suspicion for possibly intending to steal from them. I told her I didn't need to shop there that bad - that I'm not looking to steal anything, and turned to leave.
However, on walking back out of the aisle, I noticed a number of other shoppers, many with backpacks, who'd apparently not been singled out and forced to entrust a Walgreens employee with hundreds of dollars in computer, software (in the backpack), and paid and bagged merchandise from other stores as well, if they cared to spend a few bucks there. I was the lucky one receiving that special attention.
Only one other time in my life have I been blocked from shopping unless I agreed to leave my possessions with a store employee, and in that case it did actually seem to be a policy applied to everyone entering, not just me. However, even then, I was offended enough at the presumption being made of customers, that I not only left and spent my money at a shop down the street (which didn't require customers hand over possessions to spend money with them) but have not returned to any of that chain's stores in the years since - highly recommending against it to others should the company come up in conversation.
Walgreens already has the competition of other stores that sell more and for less all around them. This particular store has a Target and Costco (which I am a member of and neither of which has ever requested bags and or backpack be handed over to shop with them) about a mile down Havana. While I've noticed there are some retail stores now taking an assumptive approach toward customers as potential shoplifters on entry, I am of the opinion that all customers, no matter what their age, appearance, or demeanor, until they prove otherwise, deserve to be treated with respect by the companies profiting for their interest and time.
If I don't feel afforded such by any company I attempt to do business with, I simply don't return. And in the case of Walgreens, and being embarrassingly singled out and so completely and without evidence or reason for suspicion, barred, I not only will not be returning to this store or any in the chain, but am now posting the events and experience as well. Embarrassing, offensive, and stressful - all for thinking I'd see if Walgreens might be a good place to purchase hair color from.
LOUISVILLE, KENTUCKY -- About 9 P.M. this evening I went up to Walgreens to pick up a prescription using the drive-through service outside. The gentleman at the window asked for my I. D. because it is a sleeping medication. I provided him with my government-issued badge, as I am a federal government employee. He said he needed my driver's license. I explained to him that my government badge actually has more information than my driver's license (it includes among other things, my fingerprint) and I unfortunately did not have my driver's license with me so providing that was impossible. He said he needed some form of identification he could record.
I then offered him my health insurance card, which has a series of numbers on it. This was declined. I offered my student identification from the University of Louisville, also possessing a series of numbers, identifying me with a picture as well as my student identification number. This was declined. I offered two different credit cards, my social security card and then my Triple A card all of which he declined as well and he went to get the pharmacist in charge.
(On a legal note, 902 KAR 55:110 reads, Section 5. Patient Identification Number. (1) A patient or the person obtaining the controlled substance on behalf of the patient shall disclose to the dispenser the patient's Social Security number for purposes of the dispenser's mandatory reporting to KASPER. (2) If a patient is an adult who does not have a Social Security number, the patient's driver's license number shall be disclosed. (3) If a patient is an adult who has not been assigned a Social Security number or a driver's license number, the number 000-00-0000 shall be used.
(4) If a patient is a child who does not have a Social Security number or a driver's license number, the Social Security number, driver's license number, or the number "000-00-0000", as applicable, of the parent or guardian shall be used. (5) If a patient is an animal, the owner's Social Security number, driver's license number, or the number "000-00-0000", as applicable, shall be used - Yet none of these forms of identification were accepted and the medication was being denied resultingly.)
The pharmacist came to the window and immediately asked for my driver's license. I explained again that I did not have this particular form of identification and asked her to look at one of the various forms of identification in her possession. She reiterated that a number was needed that "could be recorded" so they could track me if my prescription was lost. I was perplexed and explained to her that the forms of identification I had submitted had various numbers that could be used for tracking purposes, should my prescription be lost. I also said it would be unlikely that it would be lost because I keep the medication for sleep on my nightstand at home.
She said I needed to either give her my identification or take my prescription elsewhere to be filled. Admittedly, I was very frustrated at this point, especially with the pharmacist's last directive (who identified herself as **). I proceeded to tell her that she knew very well I could not take that particular prescription anywhere else to get it filled because I had the prescription transferred from Walmart. She said this was not her fault but instead the blame was to fall on the State of Kentucky for not allowing me to transfer the prescription to another store or Walgreens location, for that matter.
She did understand that I could not take the prescription anywhere else though. I suppose she had assumed I was not familiar with Kentucky law. I told her I was completely out of this medication. I would not be able to fill the prescription elsewhere without going back to my physician's office and getting an entirely new script. She once again reiterated Walgreens was not to blame for this dilemma but instead the fault was with the State of Kentucky. At this point I asked for the name of her immediate supervisor. After asking the name of her supervisor several times and her refusal to provide me with it, she told me to either drive away or she would call the police.
I am at a loss for words for how this affected me. I still am in shock over it. She continued to threaten me in my vehicle stating she would call the police if I did not drive away. Looking back, she had my federal badge inside the window. She had my student identification. She had two of my credit cards as well as my Triple A card and my social security card. I was so upset at the time, I didn't even realize this fact, but I think it is important to note that she did not return these items at this time while requesting that I immediately drive away or she would have the police physically remove me from the premises.
I reiterated to her, as a question, that I was being threatened by the police as well as being asked to leave because I asked for the name of her immediate supervisor. She continued to reply with threats and did not address this point. By this time, I was physically shaking. I remember her continuing to state the above directive and fumbling through an old change purse, I located an expired driver's license from California, where I had lived for about five years.
She then processed my prescription with this "outdated" information, given it was expired since 2004 and had my former California address on it, and put my belongings in the window, along with a blank script with the name ** scrawled on it. I am perplexed at how all the current information I submitted was rejected and yet an expired driver's license without any current information on it was finally accepted. I will NEVER shop at Walgreens again. NEVER.
SMYRNA, DELAWARE -- I ride my bike to work. It's about an hour long ride one way. I got to work at 2:58pm on December 9th. I park my bike in the photo lab where I work and I turn around and the store manager is there. Before she even greets me with a hello she starts on me right away about my earrings. I have had gauges in my ears for YEARS and I've had them since I started with the company back in April of 08. I've gone up a few sizes as well and no one has EVER said anything to me about them. I've even shaken hands with corporate staff and greeted with my gauges and they've been nothing but nice.
Well the manager comes up to me and says "you know you can't wear those right? You've got extra earrings right?" and I just stare at her completely taken aback by her random questioning. I try to explain that I JUST put it in and I only need 24 hours before I can place a normal gauge in it rather than the tapered spike used to enlarge the hole. She cuts me off and says "to the office... now!" So we make our way to the office. I'm now sweating from the bike ride and very irritable. She closes the door and send the SIMs out of the office for us to "talk" (AKA she talks and I stutter and struggle to get a word in).
After she was done telling me the same thing she already stated on the sales floor I begin again to explain my side. "I had huge, gawdy glass spirals in my ears when I firs" (cut me off) "**, can I pleas" (cut me off), crosses arms and lets her talk... she never says anything more than what was already said. Every attempt at trying to explain myself she cut me off and told me it was irrelevant. I was in trouble about a month before that for my Septum piercing.
There are at LEAST 3 other girls there with a nose ring and one traveling pharmacy tech that comes in with a huge lip ring and I was told to go home or take it out. When our argument was finally done she told me to go home, don't come back and she'll be talking to our LP. I said "good. I'll be speaking with him and employee relations. You're inconsistent and unfair in your discipline and how you run your store" and then left. I'm still waiting for both people to call me back.
I've done my research and found nothing on piercings. They're subtle and not gawdy nor do they stand out and I flip my septum up into my nose so you don't see it... even though there are other people there with a nose ring. I've even talked to some ex corporate people and they've told me to fight it. I can't be all that bad of an employee. I feel I've established myself very well within the company as a good team player. I've got two things to go on when I fight it: "Lifestyle diversities", unfair inconsistent workplace. The company itself isn't too bad... it's the management and the lack of proper training that makes your life working for Walgreens a miserable living hell.
I am now fired as of 4:55pm on December 10th. The Employee Relations and Corporate did nothing to help and I'm not unemployed and quite possibly unable to get anything from unemployment. Something has to be done. This is ridiculous!
TEMPE, ARIZONA -- This is a letter that I wrote to the "powers that be" at Walgreens Health Initatives. I have removed any names... other than Walgreens Mail Service and Walgreens Health Initatives and AARP. It is my opinion as a member that AARP needs to reconsider affiliation with this company.
"I am writing you because I found your name on the Walgreens Pharmacy Benefit Management page of Walgreens Health Initatives website. I am at a loss as far as exactly who to contact regarding the problems I have been having with Walgreens Mail Service. The problems have been going on far too long and even speaking on the telephone to supervisors has yielded little help or results. Unfortunately because these difficulties were totally unexpected I did not keep a day by day accounting of exactly what happened when.
It has been almost a month since I mailed in a prescription from my physician to the mail service. I waited and waited before I called the first time - a recording told me the prescription was being shipped - when the prescription never arrived I became concerned and called again, this time speaking to a person. I was told that the prescription was on its way and to not be concerned because it sometimes took 5 to 10 days to arrive. Once again the prescription didn't arrive so I called again - I believe this was on a Wednesday or Thursday the first week of September.
This time the person I spoke to asked me for my address, when I told her she replied that the prescription had been sent to a neighboring city in error. She double checked my paperwork and said that she could see that the address was correct on their records and could offer no explanation as to why someone would send it to another city. She said that she would have a new prescription sent out right away but that it would not arrive right away because of the Labor Day Holiday. At this point I had little faith in what I was being told so I started called the info line (recording) to stay on top of the day the prescription was actually being shipped.
It turns out "right away" was not so right away and I decided to look into the problem further. I finally called and asked to speak to a Supervisor on the 9th. I did not get that woman's name. She told me that the prescription was being shipped overnight via a carrier and I could expect it on the 10th. I explained to her that my address was a rural one and that most carriers do not deliver to rural mail boxes. She put me on hold to check with the carrier.
When she came back she said the carrier had not yet received the prescription and that I should call them later that evening and the first thing in the morning to change the address, (although she didn't know if they would allow me to be the one to change it). At that point I was become very angry and I told her that I did not feel that taking care of the address change should be made my responsibility - Walgreens should be the one to handle that. She said she would take care of it and that she would stay in touch. Once again that never happened and yesterday, the 10th of September the prescription did not arrive.
I called again today and once again asked for a Supervisor. The woman I spoke to would only give me a first name. I asked her for her extension # and she said it was xxxx (attempting to reach her at that extension later was impossible, she apparently made it up on the spot). She told me the reason my prescription had not been delivered was because the carrier did not deliver to mail boxes! I am totally frustrated and very angry with Walgreens as probably any reasonable person might be at this point. This is no way for customers to be treated and I feel someone should investigate what is going on.
The person I spoke to today said she talked to the carrier and that they would try to have the prescription delivered today. She also said she would call me back to let me know if the carrier was going to actually be able to deliver it. I don't hold out much hope for either one. I am sure that you or someone there at Walgreens can look at the file for my order and if what has happened with the order has been actually documented you will see that the Mail Service is handling such things most ineffectively. I would greatly appreciate hearing from someone regarding this matter."
After writing this letter I called Walgreens Mail Service again - first they told me they couldn't understand why it wasn't delivered and told me that I should call the carrier and talk to a supervisor there to find out why it wasn't delivered. Once again I had to explain that I did not work for Walgreens, I was the customer and it should be up to Walgreens to find out why overnight shipping, for which they paid, wasn't made. After being place on hold the person I was speaking with returned and said that allegedly the carrier attempted delivery of this prescription today, Sept 11 and was unable to deliver it. There has been someone here all day waiting and no one came.
Now they tell me that it may be delivered on Monday. In addition they actually charged my credit card 1 cent for the redelivery!!! I told them I absolutely refuse to pay, LOL! Also, I learned that Walgreens called my doctor's office to get yet another prescription - huh? What did they do with the first one?
This email was sent back in February by an hourly assistant manager to the CEO of Walgreens, Greg Wasson, right after our pay cut was announced. It was forwarded to me from a friend of the author, and I deleted the author's name to protect his privacy. It is lengthy, but well worth the read for anyone that still has a thorn in their side. I know I do.
"Mr. Wasson, pursuant to Walgreens policy and the Walgreens Open Door Policy, I am hereby formally exercising that privilege to speak with an open and frank mind about recent decisions made in Deerfield. I am writing you to request that among the decisions being made by Corporate and the consultants you have hired, that the decision to officially scrap the Four Way Test and the Walgreens Creed become official.
After all, over the past three years, both have become increasingly irrelevant. With the decision to re-neg on the agreed upon compensation rates for MGTs, and the shady, cowardly way it was communicated (after hours, Monday afternoon, straight from Store Ops, completely bypassing the DMs), the Four Way Test and the Walgreens Creed are no longer relevant. In the minds and hearts of many of your store employees, in fact, they are non-existent.
Before you label me as just another angry malcontent with a sharp mouth, please bear with me. Not all that long ago, I was in your same position. I was a senior managing director at a large, top-ten marketing agency. When the handful of us that were recruited in to "save" this agency arrived, we found the state of the agency in dismal shape. We had just lost over 25% in capitalized billings via the loss of a major client. Adding to our frustration and angst was a struggling economy.
But, unlike your consultants and inner circle, we made the decision to take care of our employees and clients first before we took care of the analysts and brokers on Wall Street. We chose to take care of the staffers who were doing the work before we took care of those of directing the work. Yes, we had to make some job cuts, but again, unlike your consultants and senior executives in Deerfield, we chose to cut those directly responsible for the agency's rapid descent.
We didn't start in the middle of the ranks, or at the lower end. We started at the top of each department and group. And those who were responsible for the agency having lost valued clients such as Frito Lay and Taco Bell due to mismanagement, poor decision-making, complete lack of leadership, cronyism, and an attitude of "well, that's how we've always done things" found themselves terminated. No severance package. No parachute. Sure as hell no early retirement. In other words, those who had mismanaged the business were not rewarded or praised or excused. They were fired. Period.
Unlike Walgreens' corporate, we did not go looking for mid-level copywriters and account executives and media buyers and inform them that we were reducing their salary and compensation packages due to the poor decisions of upper management that got us into this mess. Those employees, much like the assistant managers here at Walgreens, were not the problem. Our senior people that mismanaged the business and who made the bad decisions were the ones shown the door..
I saw the blurb the PR spinners sent out regarding Wal-Mart cutting seven-hundred-plus jobs from its Bentonville, AR, headquarters. I know several of the senior marketing executives for Wal-Mart, and I know the principles at their two advertising agencies (Bernstein Rein, Kansas City, and GSD&M, Austin, TX) extremely well. And there is also more to this story than what was sent out to our stores by the spinners. Quite a bit more, actually. Wasn't hard to find, either. The Wall Street Journal did a nice piece on it.
Wal-Mart cut the fat and the bad decision-makers from its headquarters.. That money is being reallocated to their store levels, where, and I quote from one of their marketing VPs, "Where the revenue is generated and where the revenue will always be generated."
I see excuse after excuse coming from Deerfield about a challenging economy. Yes, it is challenging. But strong leaders find strong solutions that result in strong motivation. Easiest thing in the world is to cut the jobs or salaries of employees you know you'll never see and never have to face. Hardest thing to do is to look the senior staff in eye that you've seen everyday for the past five years and tell him, "**, I hate to say it but you've made far too many bad decisions in the last few years and we're paying the price. As much as I like you, you're out of a job."
The single worst decision made in Deerfield and continuing to be made is putting the shareholder in front of the employees and customers. The most successful airline in the history of this nation is Southwest Airlines. Herb Kelleher never gave a rat's rear end about Wall Street. He and Colleen simply continued to build, grow and run their airline by putting their employees first with the caveat that they take care of Southwest's customers in a manner that would put all other airlines to shame. In doing so, they created a customer service reputation that is legendary.
Southwest also made a profit every single quarter, but often times Wall Street would criticize them for "not meeting expectations." Again, Kelleher cared about making a profit, not what some Ivy League weenie on the Street thought. When you do that, your stock will take care of itself. When I came out of semi-retirement and joined this company five years ago, there was little doubt that Walgreens put employees first. Today, there is zero doubt that Walgreens puts Wall Street first. Monday's late day announcement regarding assistant managers' compensation drives that point home even harder.
Everyone realizes that Wall Street loves debt and acquisitions, how else does one explain CVS's stock price? But the single most attractive thing to me when I joined Walgreens was that it was a cash-solvent company. That said to me fiscal responsibility. Where has that fiscal responsibility gone? Deerfield crows about record sales and upward sales trends on our "news page" on Storenet, then in e-mails to the stores, talks about declining sales that precipitated taking money out of over 16,000 assistant managers' pockets.
We read about awesome January sales and then we foolishly think, "Hey, maybe we'll get some of those lost hours back in the stores." Silly us. Deerfield then announces we're spending that money to buy more Rite-Aid stores out in California if an effort to please Wall Street analysts.
We, as a company, used to mock CVS for that very same attitude and for their growth-by-acquisition mentality but then here we go and do the same exact thing... only we take money from the employees to help fund the acquisitions. And now, we're doing everything we can to model our store operations after the very competition we used to deride and mock. When I joined this company, the line was, "We don't want to be the biggest drug store in America. We want to be the best drug store in America." We strove for quality over quantity. Now we trade chase quantity at the expense of quality.
Bottom line, Mr. Wasson, is that you're demanding that your source of revenue - the stores - do more and do it with less people, which means working harder. That's fine. Most of us are used to doing that. But then you demand that we do more with less, having to work harder, then do it for an average of 20% less so that we can continue to fund your ill-advised acquisitions based upon what a bunch of consultants advise, solely in order to please Wall Street over Main Street.
All the while asking Main Street to pay for it all and accept the longer wait times, the decreased service, the run-down stores that Deerfield will not invest in to refurbish, the unreliable equipment that processes film and prints while demanding more out of the people manning the equipment. Is it any wonder complaints, chain-wide, are climbing faster than a homesick angel? But we're sure the consultants have an answer for that, too.
But just remember what we used to say back in the military: "Those who can, do. Those who can't, teach. Those who can do neither, consult." It has never been more true than it is today. Which is why should I ever have the occasion or pleasure to meet Kevin Walgreen, I'll be honored to shake his hand and buy him the beverage and meal of his choice.
Mr. Wasson, I know you inherited this mess and I salute you for trying to straighten it out. But foregoing and abandoning the principles and values that built this company and made it great is not the way to do it. I wish you all the luck and fortune in your challenges, and if I did not care, maybe as deeply as you about the future of this company, I would not have taken the time to write as much as I have nor in the tone I did. I hope you understand and respect that."
The Walgreens that most of us have worked for does not exist anymore. It used to be a place where customers interacted with employees, you knew their families - ills or happiness. You could joke around and make the work place an environment that you loved to be at and it showed. The customers would see you happy and it would be contagious so much that it would bring them back to see a smiling face and want to shop at the store. The daily work lists got done and the atmosphere in the store was very different than it is now.
You have managers that demand so much from the employees that to professionally wait on the customers and get your list done something has to give. Lately it is customer service. In our store we are no longer allowed to spend more than a few minutes with the customer. Get their question answered and go on. No need to waste "our" time when we get paid to do our lists. We are not allowed to chat with other employees. Another waste of time according to our manager. We are paid to work and we should be thankful we have a job. Our manager stays in the office 99.9% of the time and watches us on the security cameras to see if we are working.
The only time she comes out is to ask why we took so long with a customer or why we were talking to another employee. She always says she is watching so be "warned". She also takes pictures every morning of things are wrong in the store. For example a box of jello on its side, a card of batteries crooked on the front wall, 1 garbage can not emptied. Never a compliment of all the things that were done right just the things that were done wrong. Our store has changed in the last few months.
When the manager asked what could be done to boost morale and make it a better place to work. She received an array of answers some she wanted to hear and some she did not. When one employee was with her and the conversation was not to her liking she actually sent the employee for "time out" in the computer room. How humiliating and degrading is that to a valued employee who is over 35? Some people were even transferred out so she would not to have any dissension in the ranks. The rules are exclusive to whomever she likes and those she does not will be spoken to. She is very inconsistent with her management direction.
She shows favoritism with schedules and does not show fair scheduling practices. If she likes you you get what you want if not you get what she gives you or you have a choice to leave. All in all the atmosphere in the store is not what a customer would be receptive to shop in. The customers see it and feel it. The sales have dropped. It all starts from the top with proper management skills and people skills. Train your managers to treat people with the respect they expect to get and the employees will give them a 120%. Treat them like the manager is doing now and you will get very unhappy employees and no customers.
PITTSBURGH, PENNSYLVANIA -- Every week, I purchase something from Walgreens. When I make purchases, the store representatives are helpful, kind and professional. However, that has recently changed under the store's new leadership. On 09/02/2012 at 05:10 PM. I took a pack of Biscoff cookies, 2 Pringles Ranch Chips, two Hallmark cards and a iTunes Gift Card to the counter for purchase.
Without a hi or hello the clerk held the iTunes card in mid air and immediately asked "how are you going to pay for your purchases?" I responded that I did not know how I was going to pay for the purchases because I only keep a certain amount of cash on my person and if I do not have enough cash, I usually pay for my items using my debit card. Nevertheless, I was told that I was unable to buy the iTunes card with my credit card because it was a gift card. I informed the clerk that this could not be the case because I regularly purchase iTunes cards and Microsoft points with my debit card all of the time.
Incidentally, I purchased iTunes on 08/31/2012 with my debit card. She responded that's the policy and she is simply doing what she is told. Then, the representative swiped the iTunes card and it immediately had a problem. The iTunes card would not go through for processing or purchasing (activation code problems). The manager pressed a few button and then explained to me that the store needs to be careful allowing customers to purchase iTunes cards with their credit cards because that it not the policy.
I asked then why was I able to purchase the iTunes card with my credit card previously and I was told that I could purchase the card but the store needed to be careful. He then reassured the representative that she was doing the right thing. I was in total shock and upset but I kept my composure. I responded that his explanation did not explain why I was able to previously make purchases with the card. The manager then held the gift card to my face and stated, "Read it." I responded that I have a MBA and can read very well. He said, "You just have to have the last word."
I told him that this is not about the last word but rather inconsistency in how policy and procedures are applied. He then proceeded to read the terms and conditions on the iTunes card. However, once they were able to get the activation to go through, I was able to make my purchase with a debit card. I contacted the corporate office only to find out that customers can purchase iTunes cards with debit cards or cash. The corporate representative could not find any information restricting the usage of credit cards to make a gift card purchase.
I am contacting the corporate office on Tuesday after the Labor Day Holiday to discuss my concerns. I will no longer shop at this store and especially thank God for Amazon. Nothing I need in the Walgreens can't be purchased in CVS or online. I also completed my online survey as well. I only can kick myself for being so persistent in purchasing the iTunes card. Instead of standing there pleading my case, I should have put everything down and went to the CVS across the street.
JACKSONVILLE, FLORIDA -- I went to Walgreens yesterday with my daughter to get 2 items: toothpaste and Afrin nasal spray. Toothpaste was no problem. A couple of weeks ago a Walgreens coupon printed out with my receipt for the Afrin for $5! And I saw that the March Walgreens coupon booklet had $1 off any Afrin. Now, neither Q had any restrictions, except the size which said 0.5 oz. So I got the cheapest Afrin at $6.74, but the register wouldn't take either of the Afrin Qs. The manager that came up was crazy! He began the conversation by yelling at me that he wasn't sure about the origin of this coupon and that he would try it one more time and then "that is it for you!"
Then he changed his mind because he said that he couldn't tell if it was from Walgreens or not. During this rant, the other employees were trying to interrupt him to tell him that it DID say Walgreens, but he talked over them and me until I finally leaned over the counter and pointed at the LARGE Walgreens logo on the Q and said "Wal-greens." Instead of acknowledging me, he said, "This coupon is too short, it doesn't look like ours. I can't take it because it's too short." I will admit it was short, but only because half of it had been an ad with a dotted line to cut it. The dotted line was still visible and obvious.
Mr. ** would not let me speak, he was loud and rude and spoke to me with obvious disgust. So at this point, he picks up my coupons and my merchandise and walks away. He said nothing to me, but shouts back to his employee, "Take the next customer!" then disappears around the corner. The cashier and I both look at each other, dumbfounded, until I said I would just wait near the photo area until he came back. When he returned, he had gotten a different Afrin (no-drip) to see if it would work because that was in the picture on the store coupon.
Now let me mention that this was NOT the actual product in the picture, but another Afrin product that was no-drip. The coupon scanned for this product just fine, so he angrily begins to tell me that had I just gotten what the coupon was intended for, we wouldn't be having this problem. (Now, I want to take this moment to say that at this point in the conversation, I had barely been allowed to speak.) I said in response to him that I didn't see anywhere on either coupon that said it had to be for a No-Drip product. He said it said it was in the picture.
I said that the product he had scanned wasn't in the picture either, and how are customers supposed to know what the store coupons are for? Just keep trying till something sticks? Then I said, "Never mind, I don't want it, give me my coupon back." At this point he looks at me and snarls, "I don't know which one you want back," and THROWS my coupons down at me. So I pick them up, take the $5 Afrin Q and give back the others. He rings up my purchase, and is VISIBLY angered when a $3 Register Reward prints out.
As he hands me the receipt, I told him that I will be calling corporate about this, and that I wanted to be clear that I am not calling about the coupons not working, but about his attitude problem. Needless to say, this is the last straw with Walgreens. The employees are never nice, just tolerable. And this is the third time that I have had an extremely rude manager at this location, although this particular experience takes the cake! I will NEVER go back here.
QUEEN CREEK, ARIZONA -- Today my husband went to Walgreens to pick me up some Advil PM. He called me when he got to Walgreens to make sure he got the right Advil. I had asked him to make sure it was the one with the Register Rewards in this weeks ad. He was on the phone with me and went to the register to ask the cashier if it was the correct one. The cashier name ** said there is the ads for my husband to look it up himself and that knowing the ads isn't part of his job description. In addition he proceeded to tell him that him working there is not a career for him, basically showing he didn't care about this job. I was appalled to hear the conversation first hand.
My husband then paid with this disrespectful employee because there was no other cashier available. Then while standing waiting for a manager to come the cashier said to my husband "why are you staring at me for?" in a really combative type of way. My husband responded that he was just waiting for the manager and for him to not become defensive. Finally the manager came and his name was ** (claimed to be the store's general manager) yet he was very unprofessional and also combative.
My husband explained the situation to the manager and he stayed quiet while he asked if this was acceptable to treat a customer. The manager said "No" but then told my husband that all he can do is check the tapes. The manager was basically implying that my husband was lying about the situation. He left and came back to my husband with an even more of a nonchalant attitude and said he watched the tapes and all he can do is address it with the cashier. He then told my husband that he isn't going to scold him in front of him. My husband then said he wasn't asking for that just wanted the situation handled.
While the manager was speaking to my husband I could hear the cashier ** yelling and telling the manager and my husband to talk about how my husband was staring at him? I cannot believe that all this ordeal over asking a question about an ad for Advil. I read all over that your company prides themselves in customer service and yet this experience proves otherwise. I am appalled that you allow this cashier (employee) and manager to represent your company. The manager was beyond unprofessional and made it seem like he had to make sure my husband wasn't lying and at no point while there did he tell his employee to stay out of the conversation.
It was as if the employee was telling the manager what it was going to be in regards to this situation. If this is the type of management that you have then shame on you for claiming customer service as being your main focus. It is clear that this manager ** and employee ** are not the core of your company but they do represent the face of Walgreens and with that being said it's a shame. When my husband told ** that he goes there all the time his response was "I've never seen you here before"!
My husband being a finance manager himself who deals with customers said "even if this is the first visit is this what you want me to experience as a customer. I live around the corner and I fill my prescriptions here all the time you can look me up in your system if you don't believe me. Regardless of that why should a manager or company care if this is your first of fiftieth visit?"
Needless to say my husband left with a bad experience all around and when asked for whom ** reported to he was given the answer if he has an issue he can call #1-800-Walgreens. So basically your employees and managers can treat people with utter disrespect and there is no one to complain to about it. This is my areas Walgreens and we live less than a mile away and could very well go to Walmart and with experiences like this we just might! Especially when we have to prove we are frequent customers to get even the slightest bit of respect. I hope someone watches and listens to the tape to see the lack of customer service.