I have been a loyal customer of this CVS location for more than 15 years. I have regularly relied…read moreon this store for my everyday shopping, and it has historically been my preferred CVS location. I am also a CVS ExtraCare+ member and pay the monthly membership fee because I value the benefits and services CVS provides.
Unfortunately, my experience on August 21 was extremely upsetting and humiliating.
While I was shopping for my usual household and personal items, an associate named Crystal suddenly shouted at me from an aisle, stating, "You're the one staring at me with a big ol' bag." I initially stopped because I was unsure whom she was addressing. She then repeated, in front of other customers, words to the effect of, "Yeah, you. You're the one who is staring at me with that big ol' bag. I always see you in here stealing."
I was shocked by the accusation and asked her directly, "Are you accusing me of coming in here and stealing?" She responded affirmatively and continued by stating that I was "always" in the store picking things up and putting them down and that I was stealing with my "big ol' bag."
I walked away because I needed a moment to process what had just happened. While I was walking away, I could hear Crystal speaking to another customer about me and stating that I was always in the store stealing.
I subsequently returned to address the situation. Crystal was assisting another customer and then proceeded toward the front of the store. She went behind the registers and, as I approached, appeared to alert the other associates that I was someone who was stealing. By the time I reached the registers, I observed multiple employees and customers looking in my direction.
I confronted Crystal about the manner in which I had been treated. I explained that it was completely inappropriate and unprofessional to accuse a customer of theft publicly, particularly in front of other customers and employees. I explained that I am a longtime, loyal customer and that her familiarity with seeing me in the store was simply because I shop there frequently.
During this interaction, Crystal stated, "You don't scare me." I clarified that I was not attempting to intimidate her and told her that I intended to report the incident to Lynn, the store manager. I again explained that there are appropriate and professional ways to address suspected shoplifting without publicly humiliating a customer.
Crystal then invited me to her register and began apologizing profusely. She repeatedly stated that she was sorry, that she had made a mistake, and that she thought I was somebody else. She explained that the store experiences a great deal of theft and that she is therefore constantly on high alert.
While I understand that CVS associates may have responsibilities related to loss prevention and may encounter suspected theft, that does not justify publicly accusing an innocent customer of stealing, particularly when the associate later acknowledges that she confused the customer with someone else.
During the transaction, Crystal asked whether I wanted to use my points and coupons. I pointed out that my CVS account reflects my history and activity as a regular customer and questioned how that history could be consistent with the accusation she had made. She again apologized. When she asked whether I needed a bag, I responded that I would simply put my purchases in my own bag, referring to the same bag she had used as part of her accusation. She again apologized.
I also observed the customer whom Crystal had apparently spoken to about me holding a phone in a manner that appeared to be recording. When I brought this to Crystal's attention, she denied that the customer was recording me. Shortly afterward, I observed the customer discreetly put the phone away.
The following day, August 22, 2026, I contacted CVS Corporate Customer Relations to report the incident. I also informed the store manager, Lynn, who expressed a sincere apology. I appreciate the manager's acknowledgment of my concerns; however, I remain extremely disappointed and disturbed by what occurred.
I want to be clear that my concern is not simply that an associate mistakenly believed I was someone else. Mistakes can happen. My concern is the way the situation was handled: I was publicly accused of theft, the accusation was repeated to another customer, other employees were apparently alerted to the accusation, and I was placed in an embarrassing and humiliating position in front of other customers.
I should not have to defend my character, explain my education or financial circumstances, or prove that I am a legitimate customer in order to be treated with basic dignity and respect. The fact that I have been shopping at this location for more than 15 years makes the experience particularly disappointing. Sadly I will never be returning to this store again.
