New Manager is bad for business

Posted Sat April 28, 2012 9:49 pm, by Erica S. written to CVS

Write a Letter to this Company  |  Rate this Company

I have been a loyal customer of this location, Wilton, NY for years.... I am in at least twice a week. Recently there has been an obvious and drastic change in the store. There appears to be a new Manager... Tom, I heard him referred to. Although he caused me great embarassment and has me now questioning my loyalty. I went into the store today with a number of cosmetic returns. I have recently been disagnosised with Lupus and many of these make up items cause irration. Knowing the CVS return policy regarding cosmetics, I felt fine bringing back a number of items to the Wilton, NY store. The Cashier, Devon, was very nice, but seemingly neverous. I asked if there was a problem. She said her manager Tom doesn't like to see high value returns. She advised further that first thing upon her arriving to work that day, she was spoken to with regard to a perfectly valid return from the day before. She said she did not want to get in trouble again, so she would call him. She called him to the front... Instead the front phone rang. The manager, Tom on the line. She explained to him that I am a long time customer, my illness etc... I heard her say ,ok and hung up. He told her she could only take back 5 items. I was stunned. I couldn't understand why Tom would not allow me to return items that had'nt even been opened and items that are CVS brand. What was most surprising is that this manager did not come up and deal with me himself. He judged me and made me feel criminal for bringing back items I spent good, hard earned money on that I can't use. The refund would have been in the form of a CVS money card, there is no loss.. Well actually there was. I was lost as a customer. I will not allow anyone to judge me in that manner and then use his employee as a mouth piece. I will take the monetary loss for the items I can't use due to me illness, and I can assure you it was the last of my hard earned money CVS will ever see.

I would like Tom, the new manager, counselled in how to treat customers. Furthermore, this man needs to be reminded of the cosmetic return policy as well as basic human interaction training. I have gone out of my way a bit to go to this CVS because I felt this location while being part of a large corporation, maintained a local feel. New management has changed that.... I would rather go to the Walgreens, Rite Aid, Walmart or Target that I pass in order to get to the Wilton, NY CVS.

Log In/Create an account | 2 comments

del.icio.us      Digg this

PlanetFeedback Comments are subject to strict terms and conditions. We reserve the right to deny site membership privileges to any individuals acting inappropriately.

Re: New Manager is bad for business by Back_n_TX Posted Mon April 30, 2012 @ 4:38 PM Call CVS Customer Relations at 1-800-746-7287. He is in violation of policy and his DM needs to be involved. Reply Re: New Manager is bad for business by KGBags Posted Sun April 29, 2012 @ 1:08 PM I agree, a manager not coming to the front of the store to speak with a customer directly is, in my opinion, bad taste. Instead it leaves the cashier to deliver the "bad news" and potentially deal with angry customers. Meanwhile, the manager continues on, stress free. I understand that managers are busy, but part of their job, as managers, is to speak with customers. I am glad you didn't take it out on the cashier, who appeared to be trying to state your case. All of that said, I question if you had a receipt for the items or how old they were. You mentioned that the items were unopened, which I would assume makes them returnable. Since you mentioned that you were getting a store card for the items, I wonder if you did not have your receipt, or if the items were several months old. In my opinion, both of those situations might be reason enough to limit the return. I can assure you that Target has similar restrictions on items returned without a receipt and over 90 days. Walmart tends to be a little looser. I hope you receive some feedback from CVS regarding the manager. Reply