Walgreen/Store 09345 10707 Frankstown Road - Bad Customer Service and Bad Leadership
ITTunes Gift Card - Complaint
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 P.M. I took a pack of Biscoff cookies, 2 Pringles Ranch Chips, two Hallmark cards and a ITune 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 ITune card and it immediately had a problem. The ITune 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 customer's to purchase ITune cards with their credit cards because that it not the policy. I asked then why was I able to purchase the ITune 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 ITune 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 ITune card. Instead of standing there pleading my case, I should have put everything down and went to the CVS across the street.