I have been shopping and having prescriptions filled at the Walmart in Leeds, Alabama for over 7 years and never had any major issues until last week. I have been a regular shopper of Walmart for years but this location is just 2 miles from my home. First, a clerk in the pharmacy refused to wait on me. When I complained to the pharmacist about this, the clerk began to argue with me - in the presence of the pharmacist. I complained to the pharmacist insisting something should be done to address her poor customer service skills. I also followed up with the manager of the store (who coincidently was the manager over the pharmacy). Upon her arrival (nearly 20 minutes later), she didn’t appear too concerned about my complaint and took a nonchalant attitude stating she would take care of the issue. On 8/4/09, a week later, I went to the pharmacy to purchase diabetic supplies. I noticed the girl with the attitude from the previous week working in the pharmacy. The cashier indicted that although I had been getting my diabetic supplies without a prescription, I needed to present one now to have the insurance applied. After questioning her and getting no explanation I drove home and returned about 20 minutes later. When I approached the counter the second time, clearly the attitude of the cashier had changed. She did not greet me in a friendly manner or even look me in the eyes. As I handed her the prescription she indicted it would be 40 minutes to process. (My supplies where sitting on the counter next to her and she had already entered my insurance information into the computer). I questioned the length of time to process and reminded her that I just drove home to retrieve the prescription. Now, I was expected to return yet again? That would be my third trip just to process my insurance. At that point, the pharmacist stepped in with an obvious defensive attitude (not the same pharmacist from last week). The pharmacist told me very matter-of-factly, that it would take 40 minutes and I needed to understand that. Certainly not the courteous explanation I was expecting from a “professional”. I reluctantly thanked her for her assistance and she responded with a sarcastic/flippant attitude, “Your welcome”. I told the cashier to just give me my supplies. I was offended by this bad treatment and had planned to complain yet again to a manager. As I grabbed the items from the counter, the pharmacist stepped over to the window again and this time became yelling at me to leave. I told her I didn’t want to hear anything else from her. She had been not helped at all in this situation. (Clearly, tempers were flared). She screamed louder. “Leave”! I finally went to the front of the store and asked for a manager in charge (Terry). After explaining what had transpired at the pharmacy, the manager spoke with the pharmacist and he returned stating “the pharmacist said you threatened them”. I explained to him her entire unacceptable behavior and treatment towards me from the beginning of the conversation and that she had became verbally abusive screaming for me to leave. Then, I responded to her, “Don’t make me come over there”. (Did this eradicate the deplorable and verbally abusive behavior from a Walmart Pharmacist prior to that point?). I have never been verbally attacked like this in my life! The manager assured me he would handle the situation – seems like I’ve heard that one before. I asked for the pharmacist name which he refused to provide. When I asked for his name he only provided his first name (which was on his name badge) and stated, “Are you going to file a complaint against me too? ” While I was talking to the manager of the store, I was crying and left the store still sobbing and shaking (This was not from low blood sugar from my diabetes. My blood glucose level was normal prior to walking into Walmart). I subsequently called the regional manager of that store (Mike Cantrell) and told him of the incident. He spoke with me a few days later and he indicated he had spoken to the staff about this incident. He explained that our stories were parallel and he had a discussion with the staff about what was important. I had to questioned him about the appalling behavior of the pharmacist. He only indicated the pharmacist stated that she could get a word in edgewise with me. Did this justify the verbal attack of this pharmacist??? He also indicated that the pharmacy was very busy it being the beginning of the month. Was the pharmacist on edge because of the work load? I’m not sure the reasons, but, I do know that my behavior of questioning the length of time to process my insurance coverage did NOT justify the attack of the pharmacist. The regional manager was kind and seemed sympathetic. However, there was no indication that a serious form of reprimand was administered to the pharmacist and, he did not apologize for the horrifying and embarrassing incident I had just been subjected to in his store. If he had supported me, he would have, at the very least, apologized, and possibly done something to make amends for this dreadful and scary experience. He didn’t. He continual stated that he understood “my perspective” of the situation. (Translation – I support my staff). I’d like to reiterate……I’ve been a customer at that location for over 7 years and have never had any issue until last week. After this treatment, did the regional manager really believe I felt comfortable shopping in that store again? He certainly didn’t assure me this would never happen again. Is there any such thing as “customer service anymore”? Does Walmart care about the years of commitment from a loyal customer and take a situation like this serious?
0 comments