I’ve been looking for an excuse to use my favorite Ethics Alarms movie clip again [FYI: The library has been updated!]…
Against my usual proclivities, I am engaged in a war with the CVS that I am not going to back down from, stranding my family members there and leaving my my weapons behind to be used by terrorists. I found it odd that every time I made a purchase at the store, about twice a week, I was asked to “re-enroll” in a savings program that I had participated in for over a year. This required me to click “yes”(rather than “later”) at the end of my transaction. I finally asked a clerk what was up, an he said he would check. The result: checking “yes” did nothing. My membership could not be reinstated at that time. He could not tell me why.
So I asked to see the manager, a nice middle-age woman whom I have known there for years. She couldn’t explain why either. Finally she said, “It’s the machines,” and wrote down a phone number for me to call at CVS’s website. “Excuse me, but why to I have to call because your store’s machine’s don’t work?,” I responded. “I’m the customer, I’m misinformed for weeks, I don’t get discounts I’m supposed to get, and I have to fix your problem? I have to sit through automated phone systems and wait times? You are CVS’s agent. You work here. You’re paid for it. You fix the problem. Don’t foist it off on me. I’m the one being inconvenienced.” At this point, by some sadistic twist of fate, a large, aggressive, loud and belligerent young woman had entered the store near the front counter, and she started addressing me stridently.”Why are you harassing them?” she boomed out. “They aren’t CVS. They just work here.”
I admit, the “I’m not responsible for the organization/ establishment I represent while I am your sole contact with my employer” claim sets me off every time. It’s not just a dodges. it’s a factually false dodge. “They work here, they work for CVS, and therefore they are CVS,” I responded. “This is none of your business. Back off.”
“This is my business,” she said. “I work here.” “You’re not on duty, obviously, so it’s still not your business now,” I said. “As for them, this is agency, pure and simple. They are the store’s agents, and as such they are responsible here when the store’s systems malfunction.”
“Do you know the difference between a machine and a person?” she said, loudly, as she said everything. “You obviously don’t,” I responded. “People run the store, and machines are tools. It’s the employees who are responsible if the machines don’t work. Obviously the staff you say you belong to chose to ignore a malfunctioning system to the detriment of customers like me, and now want to fob off the responsibility of addressing their store’s poor functioning “the machines” and on me. That’s ridiculous, and I’m not accepting it.”
During all of this, the store manager stood absolutely mute as a I was being insulted and spoken to rudely by the staffer, if that’s what she was.”
“You don’t have to shop here, you know,” the obnoxious interloper said. “There’s Rite-Aid and Walgreen’s.” I’ve gotten my prescriptions here for 30 years,” I said, “And I’ll shop here if I choose.”
“I think think you should leave,” she said. Still not a twitch from the store manager. “I think you can bite me,” I said. “I’ll leave when I decide to.” “I’m going to call the police,” was her retort. “Oh, good,” I said. “Do it. Please do it. That will be fun.”
She didn’t call the police. She left. I turned to the store manager and she evaded my gaze.
I almost never do this, but I took the time to wait on the phone for 30 minutes to file a complaint, which took another 30 minutes. The agent said all the pre-programmed things, said my account was recorded, and that I would be called by an official who would resolve the situation withing 48 hours. Nobody called. Yesterday, I called again, complaining about that, and repeated my account about how an alleged off-duty employee 1) accosted me with a series of absurd excuses for the store’s poor performance, 2) insulted me in public 3) told me not to shop there 4) demanded that I leave the store, and 5) threatened to call the police, all while the store manager did nothing to support a regular customer of 30 years loyalty.
I was told this time that I would be called by the named “group leader” in “24-48 hours.” There are less than 24 hours remaining.
Meanwhile, I’ll be transferring my prescriptions and my business elsewhere. But I will not let this go.