CVS Pharmacy

There is one woman pharmacist who is consistently rude. Management at this store needs to make some changes to limit her interaction with customers. Otherwise I find the staff to be quite helpful and the wait time fine. Sometimes it is confusing because this store closes so early and Delmar is open 24 hours.

this cvs never fails to make me wait 20 – 30 minutes for a script when nobody is even in the store. the main pharmacist is routinely rude to my wife and I. in general, the pharmacy seems to be in complete disarray. i was hoping when they got the new store things would change, but nope.

(copied from letter to CS)
I am writing to make you aware of an experience that I had at your store located at 392 Feura Bush Road in Glenmont, New York.
On Wednesday September 22, 2010, I purchased gift wrapping items, shaving cream and some makeup. Going through my receipts the next day, I realized that I had been double-​charged for the Revlon foundation that I purchased, and called the store to inquire about the possibility of having them credit my card for the over-​charge by phone. The person I spoke with informed me that I would have to come in person to correct the error. That was the extent of the conversation. No apology was offered at that time for the mistake, and the person I spoke with was somewhat abrupt and not particularly pleasant, but I thought perhaps the store was busy, so I let it go.
On Sunday, September 26^th, 2010, I returned to the store with my fiancé. I, very nicely, told the cashier (#818 399) that I had been overcharged last week and that I had spoken to someone on the phone who told me to bring the receipt in to have the charge removed. The cashier said that she would need to check with the manager to make sure it was okay. At this point, Sutherlin, the manager on duty, appeared and said that she needed to check in the back to see if someone had left a note regarding the situation. After some confusion over the fact that no note was left, Sutherlin asked me to go show her the type of foundation that I was overcharged for. It was clear to me at that point that she was irritated by the situation, although I had remained patient and very polite. We found the foundation and brought it to the front, and at this point my fiancé overheard Sutherlin say to the cashier, «Tell them next time they need to come back the very next day.» So the cashier repeated this to us, and my fiancé gave me an incredulous look and replied, «Well we weren’t expecting you guys to make a mistake like that.» At that point the cashier said something to the effect of «you should check receipts before you leave.» Then she mentioned that the person I originally spoke with on the phone didn’t leave a note in the back, and my fiancé, quite rightly, said «What does that have to do with us? That’s between you guys.» We were both sort of stunned and left the store quietly shaking our heads, because we were out for a pleasant Sunday and had no desire to get into a pissing match with drugstore employees. It was clear to us that the cashier and the manager both took pains to ensure that the entire transaction was as awkward and unpleasant as possible. And at a time when mature, dedicated customer service employees are desperately looking for work. After some discussion we decided that we were disgusted enough to make CVS aware of the situation.
Shall we go through all of the ways in which this was an utter customer service disaster?
I am generally *extremely* patient with people who deal with the public, and am quick to forgive mistakes. So while I was somewhat annoyed by the fact that I had to return to the store (which is not close to my home, incidentally– I only went to that location because I happened to be shopping in the area) for what amounted to careless work by a CVS employee, I was not *upset* about it, because hey– things happen. The cashier flubbed her job, and I didn’t notice it right away– no big deal… What *is* upsetting, is the fact that at no time was I offered an apology for the initial mistake, nor for the fact that I had to take time out of my weekend to have the mistake corrected. No, instead of an apology, we were literally CHASTIZED by a cashier, on direct orders from the manager, for not returning the very next day. How funny! Not only was she suggesting that there will be a «next time» (trust me– no– there won’t!) that CVS makes a mistake, but that when this (apparently inevitable) mistake occurs, I should jump into my car and rush over to the store so they can (begrudgingly!) fix it. And then, I suppose, be very grateful that they have done me the enormous favor of giving me *my own money back*.
I’m sure you understand me when I say that it would require a truly *desperate* situation to get me back into a CVS at any point in the future. For the past year or so I have been ordering most of our household personal care items from
, and after my experience with CVS last week, I have decided that they have truly earned all of my business for quick (and free!) shipping, an impressive selection, and possibly most importantly, stellar customer service on the couple of occasions when I needed to have an issue resolved.
CVS and its employees would do well to understand that, in this economy, they need to earn the loyalty of their customers, and that patrons have a plethora of other quality vendors from which to choose. This one will be taking herself, along with several hundred dollars in yearly purchases, elsewhere.