CVS Customer Relations Team

Posted on
images

I’m not one to write rant posts. So hopefully this will be the first and last.

I coupon. I’m not what most would call an “Extreme Couponer”. That just isn’t my cup of tea. I can’t fill up carts full of stuff and then hand over a stack of coupons. If you are one of those people, then more power to you. I only coupon at my local CVS. I’m not even one of those people that feel the need to have multiple CVS cards.

This past Sunday (5/1/2016) I stopped at CVS to do a couple of promotions. As I walked in, I wasn’t greeted by my usual cashier. My usual cashier is always friendly. She always greeted me with a smile. She would say ” Good morning, can I help you find anything?” Yes, I know they are supposed to. But not all do! Not once has she made me feel like a criminal, or that she was disgusted that I handed her a few coupons. She has also always abided by all advertised deals as they were advertised. And she has always honored coupons as they were meant to be honored. I don’t want you to think that she has a “don’t care” attitude towards coupons and would let people use them when they shouldn’t. She is very fair. I’m getting off track here, as this post wasn’t supposed to be about her… But she deserves to be praised for going above and beyond other employees.

As I was saying, I went to CVS on Sunday. I was greeted with “can I help you find something?” No smile… Not very welcoming. I smiled and said I was alset. The promotion that I was doing was the “Spend $20 Get 10 ECB”. This promotion was on, and I quote ” ANY Schick razors, disposables, cartridges, Edge, or Skintimate shave gel”. Whenever I do a promotion, I make sure to double check the circular AND the shelf tags. I do this every time. I picked up 1 package of Schick disposable razors.  They were $9.99 and part of the promotion. Next I picked up 3 cans of Skintimate shave gel priced at $3.49 each. Shelf tag stated all Skintimate shave gels were included. I take my items to the cashier. It’s the same one who greeted me. Again no smile…. Nothing. I put everything on the counter and forgot to give her my CVS card. There was awkward silence. Then I remember my card and figure that’s why she was just standing there. I’m assuming that she was just filling in for the normal cashier and wasn’t happy being there. But that isn’t an excuse.

I paid for my items and went home. Shortly after getting home, I looked at my receipt and realize my 10 ECB didn’t print. Only the razors tracked on my receipt, and not the Skintimate. I did not want to go back. No one likes to deal with unfriendly people. I know I abided by the promotion and didn’t think there would be any issue, so I went back. By the time I got there, there was a different cashier. I showed her my receipt and explained what happened. She looked at the ad and said she doesn’t see why they wouldn’t be able to print one for me. She called over the girl that cashed me out and she showed her the ad. The girl that cashed me out said she had to check the shelf tags. The shelf tags, as I stated before says ANY Skintimate. She looked a the tags and told me she couldn’t print the ECB. I said to her, “Even though the tags and the ad says ” Any skintimate” your not going to honor what is advertised?” She said “No”. How disappointing is that? It’s a shame when you do what you are supposed to, and cashiers or companies don’t follow through with what they advertise.

I went home and looked up their  Customer Service contact info. I emailed them explaining what had happened with the promotion. I received a reply from “Amber”.  Well, I actually received 2 replies. The first said that my purchase from 5/1 wasn’t showing in the system yet, and to wait 48 hrs so they can inspect my transaction. Which is fine and understandable. I received the second response from ” Amber” today. Now, remember that I emailed them explaining what happened. That the Skintimate didn’t track as part of the deal, even tho it was advertised as so.

Here is the response that I received…

“Thank you for taking the time to contact CVS/pharmacy.

I have researched your inquiry regarding the ExtraBucks reward for the Schick Shave Needs, S25G10EB 03-20-16 to 03-26-16. After review of the promotion and purchases made, it was determined the required qualifications were not met.

When using Coupons and/or ExtraBucks with a Transaction when completing a campaign will lower the out of pocket spent.”

How many problems can you see in that response? This statement is coming from their Customer Service Dept? These are the people that should know it all, and if they dont, they need to find out before replying to a customer. In case you don’t see anything wrong with what “Amber” said, I will spell it all out for you.

I have researched your inquiry regarding the ExtraBucks reward for the Schick Shave Needs, S25G10EB 03-20-16 to 03-26-16. After review of the promotion and purchases made, it was determined the required qualifications were not met.

Wrong week…. Wrong deal. I shopped on 5/1/2016. The week runs 5/1-5/7. The promotion/deal is Spend 20 get 10.

When using Coupons and/or ExtraBucks with a Transaction when completing a campaign will lower the out of pocket spent.”

She’s trying to tell me that I have to reach the $20 requirement after using coupons and after paying with ECBs. Which is absolutely INCORRECT.

Now I will only shop at CVS if my regular, fair, and kind cashier is working. If she is no longer there, I will switch to Rite Aid.

 

 

UPDATE:

Yesterday, I had tweeted this blog post to CVS via their Twitter page. They replied saying to contact their customer service department. Which I had already done via email. You can read about that above. After giving it some thought, I decided to try to reach out to them one more time. I was in hopes of getting a different representative with knowledge of CVS policies. I did not get such a person, and once again, it seems as though the person is not competent enough to read what I actually wrote. My actual problem that I bring up has not once been addressed. I spelled everything out for this person. I told them the date that I visited, what I purchased, the promotion that was ran, the start and end date of said promotion. Then I tell them the actual issue. The issue is that a product being advertised as being part of a promotion is not being tracked by the system as such. That is called false advertisement.

Here is the reply I received from the second representative…

“Thank you for taking the time to contact CVS/pharmacy.

I have researched your inquiry regarding the ExtraBucks reward for the Schick Shave Needs, S25G10EB to 04/27/2016 to 05/07/2016 . After review of the promotion and purchases made, it was determined the required qualifications were not met.

When using Coupons and/or ExtraBucks with a Transaction when completing a campaign will lower the out of pocket spent.”

Again, the promotion is spend $20 get a $10 ECB. The promotion runs from 5/1-5/7. The ECB is triggered before coupons used and it does NOT matter if you pay for your transaction with ECB. Again, my issue was not addressed. The response is very similar to the first and I can’t help to feel like I’m speaking to a robot instead of a human being.

I still have not received a reply for my response from the first representative. Throughout all of this, I have remained respectful to the cashier and both Customer Service Representatives. I don’t understand why CVS does not make sure their Customer Service Representatives are not properly trained? They don’t even know that promotions/sales run from Sat-Sun. Do they not care? 

Some people may read this, and wonder what the big deal is. My family of 5 lives on 1 income. We rely on the ECB EARNED each week. We also rely on companies to follow through with what they advertise. I have never had an issue with CVS before. And have never had an issue with ECBS not printing. I’m not going to continue to shop at a store that may not honor sales. I can’t afford it. I guess CVS has the right to not honor a sale/promotion, and I have the right to not shop there and give them my money.

 

Leave a Reply

Your email address will not be published. Required fields are marked *