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 CVS Managers Caused a Mother's Day Nightmare!
Posted Sat May 9, 2009 12:00 pm, by Radar F. written to CVS
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On Thursday May 7th 2009 I purchased 3 AMEX gift cards (2 for $50 and 1 for $25) from your store located @ 6760 Preston Road, Plano TX. On Friday May 8th 2009 went to the post office and paid for next day mail so that the cards would arrive prior to Mother’s Day. On Saturday May 9, 2009 I got 2 phone calls from the cardholders stating that when they tried to use the cards they stated the cards were not active.
I then contacted AMEX customer service gift card line they stated to me that they did not show the cards as being activated. I was directed to contact the store I purchased them from. I called the store 972 403 7357 @ 1:23 PM and was told by the assistant manager to bring the receipt in so the could verify the information.
I drove to the store by 1:33PM and she told me that she needs the cards. I told her that I had mailed the cards to Nebraska as Mother’s Day gift. She then told me there was nothing she could do without the cards. I then explained to her that AMEX has a merchant service line for them to contact them and verify via the TPV # numbers on the receipt. She stated that they must have the cards inorder to do that.
This information was not correct and I knew it because I use to work in transactions for the bank. I asked her to speak with the store manager. She went and spoke with him and he told her that I need to have the cards mailed back and then they will call the 800 number, they must have the cards in their possession because I could have presented any card. I demanded she call him upfront. He was annoyed. I told him that was false and I felt like he was not listening to me. Each merchant has a transaction number in the system from AMEX it helps them to track each transaction so they may receive funds. I told him I had contacted my 86 year old grandmother , 65 year old mother in law, and 54 year old aunt and told them to give me the card numbers and the 4 digit code on the front of the cards.
Now had your manager taken the time to contact merchant services they would have told him to give them his merchant code and the TPV #’s and they would have been able to look in the system to see if the cards had been activated on their side via his store. He refused to help me and told me to have them mail the cards back and then he will call. This is very upsetting to me. I am extremely angry and will never shop or buy for your stores again. I purchase a lot of medications from your location on Preston and Park. That is over and I will bad mouth that location on 6760. Our writer write for D Magazine, Plano Profiler and Plano Insider.
I want my money back plus the cost of the express mail.
I want you to train your managers on conflict resolutions. Most people who think they know it all DONT. It is sometimes better to listen and investigate rather than be lazy and non complying. I knew before he came out there he was unwilling to handle the matter at hand. The issue was presented to him in a manner of " This customer is out here and she is telling me that she bought the cards from here and they dont work and I told her that she need to bring the cards in and she tells me she doesn't have the cards. I told her how I am suppose to prove you got them from here if I dont see the cards." That was how this got started you look at me and sized me up as a thief who stole some cards. HOW DARE YOU!!!!
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by Anonymous A. Posted Wed May 13, 2009 @ 6:14 AM
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while it is extremely frustrating to have deactivated cards, I have to
agree with the store. They will not be able to help you with the
cards,especially since they are not present.They are third part cards,
meaning that CVS only hosts them for sale, they have no control over
what happens to the card.Because of that, AMEX is completely wrong in
directing you to the store for the problem. They should have asked for
the recipient to call them with the activation proof and the card in
handy. All the store does is activate to a live card at the register.
Once it's activated and given to the customer, the liability
completely falls onto the card company itself. The store itself is not
capable of any monetary reimbursement, nor can they freely activate
another card, so it would be a complete loss to the store. Therefore,
they are not able to do anything at store level, besides call the AMEX
number, which is the same number available to the
customer.Technically, it is the responsibility of the customer to call
the cardholder company about any card issue, but some retailers choose
to do it. Also another thing, they must have the cards present in
order to go further and call the company in that situation. Without an
actual card in front of them, they can't do it. It is a major job
risk. You need to demand your money back from AMEX, not CVS. You
should have your relatives call AMEX, since AMEX is responsible for
the cards.
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by Sarah J. Posted Tue May 12, 2009 @ 8:29 AM
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In my experience since the store swipes the card to activate it and
also they scan the barcode in the back to ring it up. It is possible
that the person who rung them in did not activate them by swiping each
one but you would think that would be one of the first things a
cashier is taught because they are a pain to do. I think that if they
were not all activated that would be the cashiers fault but why would
one have worked and 2 not work? In my experience it takes a few mins
or more to activate them and you get a reciept of each card that would
have told me something was wrong if I had not gotten them because it
also on the receipt says activated and a little bit of the barcode of
the card. Our credit card and gift card area also have a sign that
says credit cards and gift cards are worthless without being activated
for those who steal them thinking they are getting free gift cards.
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by blondie615 Posted Tue May 12, 2009 @ 12:56 AM
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they probably really need the card in hand to do anything. you worked
at a bank, not cvs, who doesnt have network access, everything is
electronic nowadays, most retailers dont have a number to call because
there is a problem, it works itself out. and there are many scams out
there, most people wouldnt even think of, so they have every right to
be leery...
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The local CVS manager really doesn't have the ability to fix this
problem. The activation process passes the transaction over to AMEX.
The stores don't have the ability to go back into their records to
recapture the activation information. While the store was technically
correct in their explanation of what they can do, they obviously
didn't explain it very well and give any options on how to fix it.
If you'll call 800-SHOP-CVS (option 3 from the main menu) with the
card numbers and your receipt information, the Customer Relations team
can work to resolve the issue. If you don't have the receipt info,
they can look that up as well.
It can be fixed. No need to have folks send the cards back to you.
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You should of been given a receipt for each gift card showing they
were activated. I just purchased an AMEX giftcard for my sister-in-law
and I was given a separate receipt showing that the card was
activated. I gave that receipt to her with the giftcard and she had no
problems. If you were given receipts, you should of sent them with
the giftcards and this incident probably could of been avoided.
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I agree completely.
And how nice of you to remember your aunt on Mother's Day! I have
awesome aunts as well!
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