After submitting two glowing reviews of their customer service in the pharmacy and store front desk, I'm sorry to report that a store manager at the CVS Glover Park tonight, the young woman on duty on Wed, July 13, 2011 at 8 pm, and someone I had never seen there before, was exceptionally unprofessional and mean (not at the pharmacy, but at the front desk for the store). I have been a regular and mostly happy customer at the store since it opened and here is what happened: yesterday I purchased almost $60 worth of items at about 6 pm, inbetween afternoon and evening appointments. I realized I'd forgotten to collect one item- a box of kleenex worth $2.27- from the self checkout area. This was probably because the surface area for purchased items is very small and the kleenex was probably obscured by the plastic bags hanging above. Also, two neighbors who saw me said hello while I was checking out, so I was a bit distracted.
As I dashed to my next appointment, too busy to call, I decided that I would bring my receipt in the next day to see if I could recover the missing box of kleenex after work. I was prepared to let it drop if it wasn't possible for the store to find the item or give me a replacement, however, I was not prepared for the virulence with which I was treated. When I returned after work the next day, the manager immediately refused, barking that I should have phoned immediately. I tried to explain what happened and to show her the receipt with the item listed, but she wouldn't consider it.
She did not look at the receipt, offer to see if the item had been set aside for me, ask what had happened, talk with any clerks, look up the item in the computer to see if it had been resold, or give me the benefit of the doubt. Instead, she reacted with a patronizing and accusatory tone that suggested I was a criminal for trying to recover an item for which I had paid. I was surprised by her level of hostility which seemed so inconsistent with the situation and with the general customer service culture of the store. The store will probably resell this item that I have already purchased. However, that is secondary to the primary issue, which is that a young manager there is hostile, discrediting the store and the other employees, and creating an unfriendly environment for the staff and neighborhood. She has turned a 5-star store into a 4-star and falling if this continues. read more
