Sunday, July 26, 2009
Rite Aid "Customer Service" Issue
Late last night, at approximately 12:15 am Sunday, July 26, 2009, I went into Rite Aid Store # 4889 at 2551 Broadway between 95th & 96th to have a Rx filled for my dog.
The customer service was atrocious!!! That's just putting it mildly. First, Sean F., the man behind the counter, stood there looking blankly into space instead of calling for the next customer which was me. I decided not to wait any longer and walked up to the counter.
I needed to wait for the Rx as my dog is ill and needed the med right away. He didn't volunteer how long the Rx would take to fill or take the time to communicate with me in any way other than to tell to fill out the info on the outside of the bag that he put my Rx in. So I asked if I should come back in 15 minutes. He said "yeah, come back in 15 minutes, we're very busy."
I gave it a half hour while I browsed through the store. When I went back to the pharmacy both Sean F. and the pharmacist were NOT behind the counter but were instead sitting in the chairs designated for customers waiting for prescriptions. Again I HAD to ask THEM for help since neither of them wanted to get up and see if I needed any assistance. Sean F. was too busy playing with his cell phone.
The asian pharmacist actually got back behind the counter first and asked me what I was there for - not very coherently either. I informed him that I just dropped off a Rx for my dog and my last name was Larkin. He made a face like it wasn't ringing a bell and went to check. When he came back he said, "The Rx needs to be ordered and will not be available until Monday."
Now I was angry and told the pharmacist that "It would have been nice if you or someone called me to give me that information since I was told to come back in 15 minutes." I could have taken my Rx to any number of other 24 hour pharmacies located in the nieghborhood. No response. I guess I was wrong for speaking up and ASKING for a common courtesy most pharmacies provide without prompting.
I told the pharmacist I would take my Rx to another pharmacy and asked Sean F. to ring up the items that I had browsed for purchase while waiting for my Rx to be filled. He asked if I had a club card which I said that I had but it wasn't with me. I had a $5.00 off coupon which I wanted to use (for non-pharmacy) items and he said he couldn't honor it because I did not have my Rite Aid card.
I asked him to either scan the receipt or look it up by my telephone number. He said, "that's not the way it works." I know for a fact that this is something that is easily done and rather than argue with this arrogant, lazy man who was playing with his cell phone I asked to see the manager immediately.
Then I said "do you think this is good customer service?" He said "that's the way it is!" I said "Oh really, Sean F.?" He said "that's my name and held his badge in my face proudly." So I said "do you think that corporate office would like to hear that your idea of good customer service is to tell a customer "that's the way it is while you're texting on your cell phone? Do you think the corporate office would like to hear that you didn't call the customer to tell them the Rx would not be ready but were instead sitting down on the job, playing with your cell phone and not offering to help the customer?" He got flustered and angry and said he had to excuse himself and went outside.
When the manager, Lee, FINALLY came up and I explained the horrible customer service experience I just had to him, he really was not interested in discussing it. He rang my items up and gave me my $5.00 discount and wanted to focus on that discount. I said "this is not really about my $5.00 discount. It's about customer service. I would have appreciated a phone call to let me know my Rx would not be ready so I could go to another pharmacy and fill it for my sick dog."
Again no response, I'm not even really sure if Lee, the manager, apologized to me. I told him that Sean F. was standing outside bad-mouthing me to someone so loudly that I could hear him inside the store. Still no response from Lee the manager.
I said "okay well clearly your not interested in discussing this so I will take it up with the corporate office."
I was angry and also concerned that Sean F. was going to retaliate physically as he was indicating to someone outside while he was badmouthing me in other ways.
This is your stated customer service policy on this website:
"Rite Aid is a place where customers are treated with respect and they feel appreciated and welcome.
Contact UsRite Aid is committed to providing our customers with superior service and complete satisfaction. Our associates are trained to offer our customers friendly, helpful service in every area of the store."
Failed on every single point above!!!
The customer service was atrocious!!! That's just putting it mildly. First, Sean F., the man behind the counter, stood there looking blankly into space instead of calling for the next customer which was me. I decided not to wait any longer and walked up to the counter.
I needed to wait for the Rx as my dog is ill and needed the med right away. He didn't volunteer how long the Rx would take to fill or take the time to communicate with me in any way other than to tell to fill out the info on the outside of the bag that he put my Rx in. So I asked if I should come back in 15 minutes. He said "yeah, come back in 15 minutes, we're very busy."
I gave it a half hour while I browsed through the store. When I went back to the pharmacy both Sean F. and the pharmacist were NOT behind the counter but were instead sitting in the chairs designated for customers waiting for prescriptions. Again I HAD to ask THEM for help since neither of them wanted to get up and see if I needed any assistance. Sean F. was too busy playing with his cell phone.
The asian pharmacist actually got back behind the counter first and asked me what I was there for - not very coherently either. I informed him that I just dropped off a Rx for my dog and my last name was Larkin. He made a face like it wasn't ringing a bell and went to check. When he came back he said, "The Rx needs to be ordered and will not be available until Monday."
Now I was angry and told the pharmacist that "It would have been nice if you or someone called me to give me that information since I was told to come back in 15 minutes." I could have taken my Rx to any number of other 24 hour pharmacies located in the nieghborhood. No response. I guess I was wrong for speaking up and ASKING for a common courtesy most pharmacies provide without prompting.
I told the pharmacist I would take my Rx to another pharmacy and asked Sean F. to ring up the items that I had browsed for purchase while waiting for my Rx to be filled. He asked if I had a club card which I said that I had but it wasn't with me. I had a $5.00 off coupon which I wanted to use (for non-pharmacy) items and he said he couldn't honor it because I did not have my Rite Aid card.
I asked him to either scan the receipt or look it up by my telephone number. He said, "that's not the way it works." I know for a fact that this is something that is easily done and rather than argue with this arrogant, lazy man who was playing with his cell phone I asked to see the manager immediately.
Then I said "do you think this is good customer service?" He said "that's the way it is!" I said "Oh really, Sean F.?" He said "that's my name and held his badge in my face proudly." So I said "do you think that corporate office would like to hear that your idea of good customer service is to tell a customer "that's the way it is while you're texting on your cell phone? Do you think the corporate office would like to hear that you didn't call the customer to tell them the Rx would not be ready but were instead sitting down on the job, playing with your cell phone and not offering to help the customer?" He got flustered and angry and said he had to excuse himself and went outside.
When the manager, Lee, FINALLY came up and I explained the horrible customer service experience I just had to him, he really was not interested in discussing it. He rang my items up and gave me my $5.00 discount and wanted to focus on that discount. I said "this is not really about my $5.00 discount. It's about customer service. I would have appreciated a phone call to let me know my Rx would not be ready so I could go to another pharmacy and fill it for my sick dog."
Again no response, I'm not even really sure if Lee, the manager, apologized to me. I told him that Sean F. was standing outside bad-mouthing me to someone so loudly that I could hear him inside the store. Still no response from Lee the manager.
I said "okay well clearly your not interested in discussing this so I will take it up with the corporate office."
I was angry and also concerned that Sean F. was going to retaliate physically as he was indicating to someone outside while he was badmouthing me in other ways.
This is your stated customer service policy on this website:
"Rite Aid is a place where customers are treated with respect and they feel appreciated and welcome.
Contact UsRite Aid is committed to providing our customers with superior service and complete satisfaction. Our associates are trained to offer our customers friendly, helpful service in every area of the store."
Failed on every single point above!!!
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