I am a regular customer of the CVS Pharmacy located at 375 Queen Anne Rd, Teaneck, NJ 07666, where…read moreI frequently pick up my prescription medications.
In the past, I have written a review regarding the quality of customer service at this location. At that time, I described my experiences as generally average, sometimes quite good, though not exceptional, and at other times simply satisfactory. Overall, I had not encountered any major issues.
Unfortunately, my most recent visit was markedly different. I had a very poor customer service experience and felt that I was treated disrespectfully by an employee named "James", whom I had not seen before and therefore assume is a newer staff member.
I want to emphasize that my previous interactions at this pharmacy, particularly with the female staff members, have generally been positive and courteous. This incident, however, stood in sharp contrast to those experiences.
The recent installation of the self-service kiosks in the prescription pickup area has been an excellent improvement, making the pickup process much faster and more efficient. On August 4, my wife and I visited the pharmacy to pick up prescriptions for both of us. At the time, there were no other customers waiting for service except for an elderly gentleman who was seated and waiting for a prescription refill. Both self-service kiosks were available, so I proceeded to use one of them.
At that point, "James" reprimanded me and accused me of attempting to cut in line. This accusation was entirely unwarranted, as my wife and I were the only customers actively seeking service. His comments were also difficult to understand because he spoke unclearly, making it challenging to determine what he was trying to communicate. My wife had to explain what he meant before I understood his concern. Feeling that I had been unfairly and disrespectfully treated, I asked for his full name so that I could report the incident to a supervisor. He refused to provide his last name, identifying himself only as "James".
To my surprise, my wife was also informed that she would have to return later because her prescriptions were not yet ready. She was not offered the option of waiting a short time or given any explanation regarding when the medications would be available, despite the pharmacy not appearing to be busy.
I believe that employees working at the prescription pickup counter should demonstrate professionalism, courtesy, and clear communication. Patients rely on pharmacy staff for assistance with matters directly related to their health and medications, making respectful interactions and effective communication especially important. Based on this experience, I do not believe the level of customer service I received met those standards.
I hope this feedback is taken constructively and that appropriate steps are taken to ensure future customers receive the respectful and professional service they deserve.
