I went to the CVS in Madisonville, KY, to pick up packages that had been delivered there. I was told by the store manager that my packages were "lost." These were not insignificant packages--they totaled approximately $1,700. Naturally, I asked for more information and requested an email or written statement documenting what had happened.
Instead of taking the situation seriously and trying to help resolve the problem, the manager became loud and confrontational. He seemed more interested in putting on a show and impressing the teenage employees working for him than in addressing a serious issue involving $1,700 worth of packages.
As the conversation continued, it became obvious that the manager was uncomfortable when he realized he couldn't intimidate me or justify the situation. He essentially chickened out and backed down, while the employees laughed at the situation. His embarrassment then appeared to turn into anger.
The manager claimed that in his 20+ years as a manager, something like this had never happened before. One of the employees immediately corrected him and said this was actually the second time it had happened in just one week.
That raises some serious questions. If packages are being lost repeatedly, why isn't CVS addressing the problem? And why was the manager unable--or unwilling--to provide a simple written explanation for what happened?
This was an extremely disappointing and unprofessional experience. Customers should not have to argue with a store manager to get basic information about $1,700 worth of missing packages. I expected professionalism, accountability, and an honest effort to resolve the issue. Instead, I witnessed a manager who became confrontational, tried to act tough in front of his employees, and then backed down when he realized he couldn't intimidate me.
I strongly recommend that CVS management investigate what is happening with packages at this location and address the way customer complaints are being handled. This situation was completely unacceptable. read more