June 25, 2026
To…read moreWhom It May Concern,
I am writing to express my disappointment regarding the treatment I received at the Marathon Walgreens store during a return/exchange transaction.
On June 23, 2026, at approximately 10:30 p.m., I purchased several items, including two hats. Before completing my purchase, I asked the cashier whether I could return the hats if my son did not like them. The cashier informed me that I could do so as long as I kept the tags attached and brought the receipt.
On June 25, 2026, at approximately 10:30 a.m., I returned to the store to exchange the hats. When I greeted the cashier, Kim, with "Good morning," her response was, "I heard you." I then explained that I was there to return the hats. Kim immediately stated, "We don't accept returns."
I explained that I had specifically asked about the return policy at the time of purchase and had been told that returns were accepted with the receipt and tags attached. Kim replied that she did not know who I had spoken with and repeated that the store did not accept returns.
I then requested that she show me where this policy was stated in writing. At that point, Kim called the store manager. The manager informed me that an exchange could be processed.
I presented my driver's license and was prepared to provide my receipt. Surprisingly, no one asked to see the receipt. As the line behind me continued to grow, I politely suggested that they assist the waiting customers while my transaction was being processed. I was told, "No, I am in the middle of it. They can wait."
I was then informed that I needed to provide my passport. Since I did not have it with me, I had to return home and retrieve it. When I came back, Kim appeared confused about my middle name and last name and proceeded to enter my personal information into the computer system, including my home address.
I found the request for my passport unnecessary and invasive, particularly because I had already presented a valid driver's license and was exchanging a low-cost item. The process left me feeling uncomfortable and concerned about the collection of my personal information.
What should have been a simple exchange became a frustrating and unpleasant experience. I was disappointed not only by the inconsistent information regarding the return policy but also by the manner in which I was treated throughout the transaction.
I respectfully request that Walgreens review this incident, clarify its identification requirements for returns and exchanges, and provide additional customer-service training to ensure customers are treated with courtesy and respect.
As a result of this experience, I no longer feel comfortable shopping at the Marathon Walgreens location.
Sincerely,