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.
AURORA, COLORADO -- I am so angry with the service of the Walgreens pharmacy (yes not capitalized because they do not deserve it), on Peoria and Mississippi in Aurora Colorado, that I do not know where to begin. My family has had several incidents with this Walgreens that range from just out right rude customer service to no filling critical authorized medications. The latest incident is as follows: my doctor called in a script for a medication that is critical for my pregnancy to continue. My husband and I received a recorded call one day later telling us that the script was ready for pick-up. My husband went to pick up the script and what do you know, it was not filled.
My husband inquired as to why the discrepant information and the tech said, "I don't know" and wanted to continue on with the next customer. My husband did not allow this and asked the tech to look into the situation. The tech told my husband that the pharmacy did not make the call, (of course I still have the recorded message), and the script was not filled because they needed to get pre-authorization. My husband called me and the tech was not only rude with me but then hung up in my face. Of course I went down to the Walgreens in an effort to resolve this situation.
I explained to them that the medication that they neglected to fill was needed to sustain my pregnancy as well as my disappointment that they had two days to fill the script and resolve any problems not to mention the recorded message that we received stating that the medication had already been filled. The tech had the nerve to still be rude. Unbelievable!!! The tech stated that they would call my doctor, I explained to the tech that they did not need to call my doctor as the pre-authorization needed to come from the insurance company not the doctor. They called my doctor anyway. By this time, there were three managers involved in this situation.
After a few minutes, a manager told my husband that the Dr. Stated that I needed to come and see her before they could issue any medication, (I had just seen the Dr. two days prior to this). I then called my doctor and she told me that she gave them no such information but that she told them that my situation was critical and that they needed to give me the amount of medication that I requested. My doctor called the pharmacy again, (she is also livid by now), and told them to issue the medication. My husband requested just enough of the medication to get me through the next few days, long enough for us to find another pharmacy.
The manager, as rude as his tech go figure, stated that they would give my husband the requested medication but that he would need to wait to have the script filled. Wow you have got to be kidding me!!! My husband said not so and demanded the medication on the spot, mind you, we had already spent two hours dealing with this. For the love of tea!!! We are in utter dismay about this incident as well as the many other incidents with this company and particularly this location!! We have filed at least three former complaints against the Walgreens with their customer care service but to no avail!
This however was the last time that we will be dealing with Walgreens! Walgreens managers and staff put the i. n.c.o.m.p.e.t.e.n.c.e in the word incompetence, that's right Walgreens is the complete spelling of the word incompetence and they encompass the complete meaning of the word as well.
I am originally from Down Under, Sydney Australia. I have traveled through four continents and I am now a US resident. Wherever I went I found that most people, businesses and so forth always put forth an effort to do their best. No responsible individual wants to make a bad name for himself/herself. If a person wants to put butter on his daily bread he/she needs to maintain employment. Also, no business office enjoys giving itself a bad reputation.
But just the same, there is no perfect standard that anyone has ever achieved whether an individual or a place of business serving the general public. Mistakes are the result of human nature and there will always be something to complain about.
In my 70 years of dealing with all kinds of people and businesses, I discovered how easy it is to see other's mistakes and there are many who have the tendency to enjoy looking for the weaknesses in others and go even further and enjoy pointing the finger to others and enjoy humiliating them as well.
I have no idea why those individuals simply live to look for the mistakes and weaknesses in others. Why instead accept the fact that nobody is perfect and after all no one is all bad anyway. Each and every one of us has good points and would prefer to do whatever is possible to retain a good reputation. It is really quite simple to change things around and instead of looking for the bad things, weaknesses and so forth in others, why not looking for something in each individual and make an encouraging commendation.
This would create a " building up" process in a person instead of "tearing down" I am sure everyone enjoys hearing something good said about him/her. So why not each of us look at ourselves first and analyze our conscience and remember this most important guideline: Let's do to others what we would have them do to us...
Incidentally, having read a few of the complaints about Walgreens made me feel rather sorry for those individuals. Of course, we all have the right to see things differently and also have the right to give our opinion. Nobody enjoys being hurt. So it is worth to first ask ourselves: how would I like it if someone made those remarks about me? Personally, I find Walgreens totally responsible and go out of their way to be of service to customers. I have a lot of dealing with Walgreens Pharmacy and they have shown due concern each time my family and I needed their services.
There is an old saying: "every person pointing a finger seems to be unaware that there are at least four others pointing to himself/herself." Another saying especially for those who may not quite understand the previous one: "There is not one that smells sweet all of the time." I should know I have just been mowing our half acre lawn in the hot stinking sun for most of the day! As we say Down Under, I certainly hope someone got my drift!
ASTON, PENNSYLVANIA -- I was visiting relatives in Chester PA and my sister needed formula for my nephew. I headed out for the formula and stopped by Giant supermarket and a nice customer said, "Go to Walgreens. It's probably cheaper." So I went to Walgreens which was probably a mile if not less from Giant supermarket, still in Aston. I went to the aisle of the product, saw the price was better than Giant and took it for purchase, to the cashier. The cashier scanned it and the price was different than what it was listed as. She called a manager, who walked with me to the baby formula aisle.
I showed her the area and she said, "It was incorrect and it's the price of the one above it, you must have moved it?" I quickly told her I did not move anything except when I picked it up to take to the cashier. She wanted to go back and forth about it was moved and I look at her like she was crazy. I said no problem to end her accusations, plus I was pushing for time and walked it up to the cashier and paid for the formula. I walked back to my car and my sister had called for something else and I told her I would have to run back into Walgreens.
As I went through looking for the newly requested item, I heard the manager saying I had switched the tags, I was from Chester and people do that all the time, etc. I came from out of the aisle and let her know I was from Georgia visiting my family and she should not stereotype people because of a city they are from or what they look like. I said people who steal come from any city and any race (Chester has a high crime rate for a city of its size and over 50% A-A). I also reminded her, no tags were switched I picked up the formula from the shelf and the price it was listed in front of.
She put her head down not in shame but as if I was threatening her??? The nerve of her. I walked out the store (because I didn't want her to call the police as a white woman being threatened) and did not purchase the new item. If my nephew did not need the formula, I would have returned that too. I called Walgreens corporate office and gave them the entire story and store location. The initial sign that they were not really into assisting the customer was when the cs representative inquired if I had got her name. I said no. She said you should have got her name.
From that point, the conversation went down sourly. She said a name would be needed. I said location and the fact that she's a manager is not enough to help narrow down her identity to speak with her? I requested her supervisor and re-explained the story. She was much friendlier but I told her I am not benefiting from this because I don't live in the area but the next person she stereotypes, accuses and overhear her conversation may not want to simply speak with her or just walk away. I said I do not have children and had no desire to "scam" for baby formula.
She understood and completed the call complaint for me. Her last statement surprised me but confirmed the racism I knew I had experienced. She said she did offer you the price it was listed on the shelf right? I said no. She seemed shocked but choked back anything she was about to say.
I returned to Georgia and had a few more conversations with Walgreens but nothing came of it. I could have called the EEOC or another organization to handle it, but why bother? The irony of the story is not only had my intuition been correct, I have a career in pharmacy and had previously interned at Walgreens (in Philadelphia). It had been a choice upon completion of my Doctor of Pharmacy. Since I have experienced this injustice, I will never work for Walgreens and have not shopped there since the incident.
I know this is really an issue with the Aston location, but until that area changes its view and treatment on Chester and Chester residents, it will continue to be a small-time, going-nowhere township/borough, with small minded people, who will never ever be on the level of Media, Swarthmore, Wallingford, Garnet Valley, Chadds Ford and other areas of Delaware County that do not place everyone from Chester in the same category.
Good Morning Mark, I appreciate this opportunity to at least feel like I am addressing you personally. One of many things I have enjoyed about my Walgreens career is your uplifting news items, "ON THE MARK" you send out monthly. They are filled with wisdom and guidance with a little applied common sense. I am currently an employee with this great company and am writing you because I am concern about the trends I see developing with our company. I have been employed with this company for a few years and have risen to its management level. Here are my observations!
Four way tests: Is it the truth? Is it fair to all concerned? Will it build good will and better friendship? Will it be beneficial to all concerned? No one believes it anymore, store managers don't go by it and supervisors don't enforce it or abide by it either. But it's great p.r.
Case in point. A store manager friend of mine told me he was promised by a supervisor that if he went and cleaned up a store he would be moved to a store he wanted when it opened. He did what was expected, put the store back in the black. When the store he wanted was opened it was given to a young female store manager. It seems favors were exchanged! He requested to move to another store and had to go to his regional v.p. It took more than five occasions and then had to hound them to get it done. Don't promise what you won't deliver.
Case in point. A store manager failed a drug test and then was harassed to tears over the next year. Loss prevention was then sent around to find all the dirt they could find on them regarding their activities. The supervisor then commented to another store manager one he liked a lot more that his (supervisor) goal was to get them closer to home as soon as possible. This meant that the store manager whom asks for help from our company and was singled out and the dogs were turn loose on them. And they are still after them.
Case in point. Our area supervisor decided this year to change the way he graded our evaluations this year from different years. He decided this and let us know when he gave us our evaluations. I ask would the right thing to have done would be to notify in the beginning of his term and not wait until the evaluation is given. The criteria did not change, but his interpretation of it did. He stated that evaluations that were done in previous years were said to contain too much fluff. For a senior supervisor to say that previous ratings given his current management staff were overrated after being in a district for less than one year to astonishing.
It appears to me that a rift between the past district manager and their previous v.p. existed to the point when the current supervisor had taken over he was instructed to revamp his current management staffs. The current district manager said in a store manager meeting that "No Exas" in his district were promotable to store managers. Would the right thing to say be, "what needs to be done to get these future managers promotable?" Cause now it has spread throughout his district! The attitude is now why should I try; I am not going anywhere anyway! Do what little it takes to get by! As far as you want to go! As long as you meet these criteria!
Case in point. Managers give preference to mgts that are younger and college educated. They have better training opportunities, schedules, more one on one time with store managers, specific store duties, office responsibilities. They even promised stores to younger, educated graduates over employees that have been dedicated longer, but don't fit the company's long term goal. Potential managers are judged by age, education, appearance, weight and R.O.I. (RETURN ON INVESTMENT). I have seen multiple cases, one in which I helped trained the mgt, that now has a store.
Let me explain: This is discrimination! The training provided in the field was good, informative and useless, since it was never put into practice. Eventually company wide legal action will be taken, unless changes can be made. Power in numbers! March 7, 2007. I present you these situations with the solution to solve them. The online solution that no one feels is without recourse and you don't really find out what's going on in the field.
One of the largest retailers solved the problem this way. They instituted mail in evaluation regarding all management staff including district staff from the management staff within the stores. The envelopes were district coded and were broke down by the following; the form would be an evaluation of their direct or indirect supervisor above them. Store manager would rate district staff and would be reviewed by the district supervisor. Store managers would rate the district supervisor and reviewed by the area supervisor. Exas/Mgts would rate their store managers and be reviewed by both the district supervisor and area supervisor.
Meetings would be established once or twice daily over a two day breakdown. By laying all the cards on the table and plans to solve them, you turn a negative into a positive. EVERYBODY WINS AND WE SAVE LEGAL EXPENSES! Each of the three procedures would include a meeting of each group, and a plan put in place for each group. The plan would then be sent to each group that rated the preceding group or the rating group could present the solutions.
No names would be listed, but let the ratings speak for themselves. A reason for a rating of needs improvement and below would be required. If we had this procedure in place we could have saved several hundred million dollars, and built a better business and personal relationship with each other. Monday, September 1st will be this year's Labor Day for 2008. Let's make it a new beginning for a new year to come! Checks and balances! "ABSOLUTE POWER CORRUPTS ABSOLUTELY"!!! Well, can you hit the MARK!
BALTIMORE, MARYLAND -- I am an assistant manager at Walgreens, and for those of you who complain about us employees, I think you need to look at things from our point of view. First of all, if you approach us with an attitude, we are probably not going to go out of our way for you. I do not appreciate people telling me how to do my job and that whatever the problem is, is all my fault; when in reality it is not.
Most of the time I will do whatever I can for the customer. The only thing I ask from the customers is to be nice, and not to yell at me. Put yourselves in the other person's shoes. I think if half of you ever worked in a busy retail environment you would know where I am coming from. I used to relate to my customers all the time, and sometimes get to know them.
But now, after only three years, I dread seeing most of you when you come to talk to me. There are a lot of ways Walgreens compensates the customers if something goes wrong. For example, if we are out of a product when it is on sale, we give you a rain check. One of the reasons we run out of items is because on the first day of the sale customers come in a buy over what our set limit is, and then get mad at us when they point out there is a limit. It is a double standard. You get angry when we have it and we will not let you buy the shelf out, and then you get angry when we are out of it because some careless person bought way over the limit.
Also, our stockrooms are only so big. OK, so aside from items being out, people complain when they come to photo and want their pictures in one hour. Yes we have one hour photo, and most of the time that is no problem at all. But there are some occasions when we have to say, "I'm sorry, it will be 2 hours," and then we get yelled at for that. Unfortunately, sometimes we are busy, or someone comes in ahead of you with 12 rolls of wedding pictures and beats you to the punch. We cannot help that.
There are so many other things I get yelled at for every day by customers. It is ridiculous. I would never go into a store and scream at someone who works there. It is just plain wrong. Whatever happened to treat people how you want to be treated? I am sure there are some situations that warrant getting angry and frustrated with us, and I understand that. But you also have to understand we get frustrated too, but we cannot go off the handle like some customers do.
If we start yelling back, there is good chance we will lose our jobs. So we just have to stand back and take it which is not fair. I could go on forever, but I won't. I would love to handle every one of your complaints and give you a just reason on why some of these things happen, but like I said before, we normally try to find a solution to all your problems. Everyone has a bad day every once and a while, and that includes us. So in advance I am sorry if you come across an employee that is not extremely helpful, just put yourself in our shoes, and I think you will be a little more understanding if you just do that. Thank you for your time.
KINGSBURG, CALIFORNIA -- I am a former employee of Walgreens. I got terminated recently because of false accusations brought on by an assistant manager. I was accused of giving a family member an employee discount when in fact it never happened. Anyone who works or has worked for Walgreens knows that some employees are given pm's, monies, or incentives for selling Walgreens named products. I actually did ring up family member because I was actually pushing some products which paid a pm. I had another employee witness the transaction. I did not want to be accused of giving a discount.
Anyway a month later, loss prevention came in and decided to terminate me on the word of the assistant manager. There was no investigation, no proof. I lost my livelihood, my 401k, and other investments, after working for this company for 3 yrs. I understand store policy does not allow for employees ringing up family, but because we are expected to reach a certain quota per day on pm's, I rang the family member with a witness. If we do not meet quota we are questioned as to why are our pm's so low and why are sales so low. I was just trying to meet my quota.
By the way the assistant manager and loss prevention could not come up with an exact date but proceeded to charge me for the unproven discount anyway. I called corporate and told them I could prove I did not give the discount but of course they only believed what loss prevention told them. Meanwhile I am out of a job and have face the fact that I was accused of theft. That company treats their employees so unfairly. They cut some employees' hrs. back so much that employees are forced to quit. They go on to preach how we are all a family, well I would not want backstabbing family like that.
They would rather see their employees suffer financially than to admit that they are hurting financially just like other companies out there. If there are other Walgreens employees out there who are falsely accused of something as a means to terminate them, let me know.
FRESNO, CALIFORNIA -- I am usually not one to complain, let alone write a complaint, but what happened today to me was uncalled for. So today March 12 at approximately 9 PM, I was shopping for some makeup and hair products. I decided to pop off the cap of a hairspray to see if I can smell anything, if so, does it smell good. Then I noticed one of the employees watching me about 20 feet away. She then yelled across the store saying, "Hey! You can't spray that!" in front of all the customers and my family. Very embarrassing for me since everybody turned and looked at me as if I did something wrong.
I was shocked because I didn't spray anything, I was trying to smell it, I never once sprayed anything. I replied back to her, "I didn't, I was only trying to sniff for a scent." Her response was, "Yes you did, I saw." Right, she saw me over everything and somehow saw this invisible spray since I never did. False accusation isn't the only problem here, it was her tone. She yelled at me with a convicted attitude like I was stealing or something; I was only sniffing. Last time I checked, it wasn't against the rules to smell something to see if you like it or not. This was a very poor representation of how a customer should be treated.
After I decided to ignore her and walk away, I could see her following me throughout the store and watching me, like I was some criminal. I think how wrong this was of her is obvious. I have done nothing wrong, yet she treats me like some criminal. It would have been okay if she had walked over and asked me if I did spray in privacy, saving me the embarrassment. Yelling across the store and following me though, isn't okay. I would like for her to be disciplined by her superiors and taught a lesson on how to talk to a customer properly as she should have.
DAPHNE, ALABAMA -- Our pharmacy staff has never been cheerful, I've never faulted them for that knowing Walgreens commercials with the pharmacist who Knows Your Name and loves to help is a selling tool. I use a very expensive medication, $59.00 supplies you with 4 pills and that is with insurance. This makes me a frequent flier to Walgreens because I can only buy an amount I have money for.
On a stop at Walgreens I asked this grumpy young assistant how many pills I had left on my prescription. His reply was "Well how do we know when you buy such weird quantities?" There is no privacy at this pharmacy and if you are 4th, 5th or 6th in line your prescription will be yelled out to you. I as most customers sit in the benches and wait and feel sick to hear customers private information shouted across the pharmacy.
Two weeks ago a customer came in to fill what must have been a narcotic. She left her information and walked around the store. The pharmacy was buzzing with excitement, all of a sudden this ridiculous blubber assistant yells out for a store full of customers to hear "She had it filled at another store". He was so excited if they had a big bell he would have been ringing it. This customer was paged brought to the front of the pharmacy window and told she was lying and they could not fill it.
I have no problem denying an early refill but come on, how disgraceful. The pharmacist should have taken her to the privacy window and explained why it could not be filled early. I work with indigent patients and they are hanging on by a thread, a smile means everything. All the customers were shocked, do we have no privacy?? Is this the real Walgreens commercial?
I talked to those around me and could not resist telling the Pharmacist how disgraceful I thought their actions were. Wonder who they talked about after I left. My husband is a physician and most doctors utilize the new E system- they know what pills you have taken since birth with a click of a button. There is no need for a pharmacist to police their stores anymore, or disregard our privacy. Thank you.