Insanely horrible customer service from the pharmacy every time I come, but this particular visit was appalling. I went in today around 4 :30 pm, drive thru closed, had to wait on a long line with 2 small kids, just to be told my sons medicine isnt ready. The order was sent in at 11am that morning. I asked "Will I need to wait on this long line again in 10 min?" the gentleman helping barely responded and shrugged his shoulders, while the lady in the back said yelled yes from behind a wall. I later found out she was the pharmacist Jen and the gentleman helping was from the store helping her out. As I sat there watching for 10 min, Jen was abrasive in her responses to every customer in line. Every customer walked away without their prescription, shaking their heads from frustration. One particular customer caught my attention because of how rude Jen was to him. He was an African American man that told Jen he called in his order the day prior and was told to come today. Her response "it's not ready". No explanation. He asked her "when will it be ready?" She said "later". He pressed for specifics nicely on what time later. Her response "later". He just turned and walked away so frustrated! I couldn't believe her terrible manner in handling him but little did I know, I was next. When I came up my prescription was ready and out of curiosity I asked the gentlemen helping me why the drive thru was closed? If it was due to short staffing. He just stared blankly and didn't respond. Jen then jumped in with a super abrasive tone and manner of speaking to say "I'm the only one here. I'm short staffed doing everything. Filling all orders. He doesn't even work back here, he's from the front. " I stated that I was simply asking. I then asked a question about the prompts on the pin pad that asked whether the pharmacist gave me directions and I told the gentleman no she didn't but I'm not declining consultation. She then jumps in again and rudely asks if I have a question of not hit decline. At this point I was so frustrated with her abrasive manner of speaking and told her that every customer was leaving so upset, that she didn't need to speak to me or them in that manner. Forget about it, after that feedback she completely melted down and became extremely aggressive. Telling me that she filled my order in 10 min and I told her "ok that's your job to do that. You don't have to be rude to me or anyone". She continued flipping out so I asked the gentleman to speak to the manager. He said nothing but she jumped in again and said "he is the manager" so I asked him "this is how you let her speak to customers?" He again stared no response. Clearly he seemed alarmed but defeated. I can't imagine how she treats him if she treats customers this way! She of course jumped in and said "he's not my manager. He can't tell me what to do" so I said "ok so I'm going to call your manager" to which she said "go ahead. They know what's going on here and won't do anything" she then in front of my 2 small children told us we were not welcome there and couldn't come back and she was going to call the police. All because I gave her feedback and she couldn't handle it! I was was walking out when she screamed at me "get a job!" Which is so funny because I have one, handling customer experience for the largest bank in the area. There was a gentleman waiting for his prescription who heard the whole interaction. He got up and told her to forget his order because how she acted was completely inappropriate and he walked out with me. Both of just so disgusted with Jen and her behavior. He stated he was also in the week prior and she was so rude to him. He said "I can get my prescription somewhere else". She is clearly unhinged and overworked. I get that she may be short staffed but it is never ok to act like that ever. If she simply would have explained to me and other customers what was going on and that she was short staffed, that would've been the end of it. I get it! Everyone is short staffed right now! But it is NEVER ok to act so unprofessionally. Her job is to diffuse situations, not escalate them. You will continue to lose customers to competitors with employees like Jen working for you. read more
