CVS Baltimore, MD (Franklin Ave. store) Informative - CVS policies - Refusal to sell my mother more than one carton of
MARYLAND -- My mother recently visited a CVS store in the Baltimore area. She is a smoker and attempted to purchase three(3) cartons of cigarettes at thizs particular store(Franklin Ave.). She was refused by a store assistant manager and told she could not purchased 3 cartons their. When mother asked why the asst. mgr. told her that it was not CVS's policy to allow her to do so. The asst. mgr not only embarrassed my mother but spoke to her harshly as well. My mom is a 70 yr. old senior and should have the right to purchase whatever she wants in the store as long as she can afford to pay for it. When she returned home she was visibly upset. She tried to contact the corporate office and was given the store's number where the incident occurred. She called and spoke to the manager there and explained the situation , to no avail he to was abrupt and one-sided considering he was not present when the incident occurred. We feel her civil rights were violated and felt that the manager who instigated the episode should be retrained or removed.
When we spoke to the regional manager we were told that it was not a policy of CVS to refused and then were bombarded with lots of questions to defend the employee's action. Questions like was she carded( which means did she have the right to purchas4e cigarettes at her age, did she try to purchase with a personal check, and other questions that did not seem relative of the fact that she was verbally abused and personally embarrassed by the asst. mgr.'s action. There was no policy in the store at that time suggesting that purchase of three or more carton of cigarettes is at the discretion of the manager on duty.
We thought public policy is public policy and should be enforced accordingly, but at the same time it was a bad judgment call on behalf of the manager and since she felt publicly embarrassed then he should be forced to publicly apologize. We are calling on the corporate offices of CVS to address this matter expeditiously.