Horrible Customer Service Experience
I frequent this CVS often and have always been treated with kindness and respect. Unfortunately, my most recent experience was completely different and extremely disappointing.
I went into the store to purchase a gift card and some cereal. I used the self checkout, and after completing my transaction, the machine displayed an error message. However, I immediately checked my online banking account while still inside the store and could clearly see that I had been charged.
I approached the manager on duty, Olivia, for assistance. While waiting to speak with her, I overheard her interacting with a Hispanic customer who appeared to speak limited English. I was very uncomfortable with how rudely and impatiently she spoke to the woman.
When it was my turn, I explained what happened and showed Olivia that the money had been taken from my account. Instead of listening to what I was explaining, she immediately pointed to a sign stating that gift cards could not be refunded. I tried to explain that I was not asking for a refund. I was explaining that I had already paid, but the register was showing an error.
Olivia told me she would check the transaction in the back. She left me standing at the front of the store for approximately 15 minutes. When she returned, she told me there was no record of my transaction and insisted that I had not been charged. I again tried to show her my bank account showing the charge, but she refused to accept that as proof and told me I could not take the items because, according to her system, I had not paid.
I attempted the purchase again using a different gift card, and unbelievably, the exact same thing happened. My account was charged a second time, but the register displayed another error. Olivia again insisted that I had not been charged and kept both the gift card and cereal at the register. I left the store without any merchandise, despite my bank account showing that I had been charged twice.
I contacted my bank to dispute the charges, but my dispute was denied due to insufficient evidence. Unfortunately, Olivia had kept the receipts and the merchandise, leaving me without the documentation I needed to support my dispute.
A few days later, I returned to the store while speaking with my bank so that I could get assistance from another manager. I spoke with a manager named Sean. Instead of trying to understand the situation or help provide information for the bank investigation, Sean told me that he had never had any problems with Olivia and that he found it difficult to believe what I was telling him.
That response was extremely disappointing. I was not asking him to take sides. I was asking for assistance regarding two transactions where money was taken from my account and I received absolutely nothing in return.
My bank asked for Sean's name so they could include it in their investigation. Even then, I felt as though he did not want to assist me. He simply told me to let the bank handle it, even though I was standing there specifically because the bank was trying to handle it and needed cooperation from the store.
The entire experience made me feel as though I was being treated like I had done something wrong, when I was simply a paying customer trying to resolve a legitimate transaction issue.
This was by far some of the worst customer service I have experienced. What makes it even more disappointing is that I had previously enjoyed coming to this CVS and had always been treated well. Customers should not be dismissed or made to feel like criminals when they are simply asking management to investigate a legitimate charge.
I sincerely hope CVS corporate reviews this situation, including the transactions and how both managers handled my concerns. No customer should be charged twice, leave without their merchandise, and then be treated disrespectfully when asking for help. read more