I will not return to this CVS location.
What happened during my visit was unacceptable, and I have now formally reported the incident to CVS corporate.
Earlier this summer, CVS placed approximately $20 from a return onto a CVS gift card because the money could not be returned to my original Apple Pay/Cash App payment method. During my recent visit, I knew I still had a few dollars remaining on that card.
At the register, the cashier immediately told me the card had a zero balance. After I searched through my wallet and found the physical gift card, a supervisor came over and confirmed that I was correct -- there was still money on it.
Then the situation became worse.
The supervisor specifically asked me to hand him the gift card. I handed it directly to him.
The transaction later had to be restarted, and when they needed the card again, I explained that the supervisor had taken it and never returned it.
Instead of immediately checking what happened, I was treated as though I had misplaced it myself.
I searched my pockets, wallet, the counter, floor, and around the register while my personal cards and identification were spread across the counter. Eventually I told the supervisor, "Please roll the camera footage back. I handed you that card."
That is now part of my formal complaint to CVS corporate.
I also reported that this was not my first uncomfortable experience with these employees. Since approximately June, I have experienced what I perceive as repeated dismissive, condescending, and unnecessarily combative treatment at this location. I have also had concerns about how other Black customers from my recovery community have been treated.
I am not asking anyone to simply accept my interpretation. I have asked CVS to review the surveillance footage and investigate for themselves.
I also take responsibility for the fact that I eventually became angry and used profanity. I did. But that happened after repeatedly asking for assistance, searching for a card I knew I had handed directly to the supervisor, and receiving very little urgency or meaningful help. I did not threaten anyone or use racial slurs.
I have now asked CVS corporate to preserve and review the surveillance footage, determine what happened to the gift card, restore the remaining balance, escalate the matter to district or regional management, and provide a meaningful resolution.
The most disturbing part was not the few dollars on the card.
It was being made to question myself when I knew exactly what happened, while management showed little urgency to simply verify the facts.
This location is convenient for me, but after this incident and the repeated treatment I have experienced, I will not be returning. read more