Wegmans — Pharmacy clerk and management (wegmans pharmacy, dewitt, ny)
This is a review of the Pharmacy at the DeWitt Wegmans (Dewitt, NY).
The initial incident occurred on 5/8/2015:
I dropped off a prescription and was told it would take 10 minutes. I returned after about 20 minutes and there was a problem with how they put my insurance number in, so it was not filled. This was fixed, and the people that served me at that time were fine- nothing less than professional, apologizing for the wait. One of them told me I could wait in the waiting area instead of having to go back in line, and that the prescription would be ready in “minutes.”
I then sat in the waiting area for about 15 minutes. At that point I was not sure if they were going to call me to the counter or if I was supposed to check back in. At that time there was no one in line, and I walked up to the counter next to where “Chris” was working. She ignored me completely. Then, after someone entered the line, she called that person over and attended to him. She did this again for two other customers, for a total of at least 5 minutes. I finally said something to her – pointing out that I had been waiting there for 5 minutes (even though she knew this). She then said “Oh, I was waiting on them” and waived her hand towards the line. She then said “the line forms there.” I pointed out that I was told I did not have to wait in line again and only then did she ask me for my information regarding the script. She looked it up and said “it’s not ready yet.” At no point did she apologize for the wait, or ignoring me.
I sat down again and waited a few more minutes before she called my name. When she was giving me my prescription she said “I really don’t appreciate that language.” I do not know what she was referring to, as I did not even say anything to her at that point (and I am almost certain I did not use bad language, earlier, but may have said something in frustration after she ignored me for so long). Either way, she said nothing to me at that time – if she was so offended at whatever I had said, she did not say anything to me, then. In either instance I was nothing but completely cordial once she called me up, yet she brought up the “language” issues with me out of the blue- at that point. I responded calmly that she should concentrate on treating customers with respect, and not ignoring people which should be a priority over “language.” She interrupted me, saying “excuse me!” over and over again. She the then, without any cause to do so, insulted my mother. I told her she needed to learn manners and walked away, before telling her to never mention my mother again. I then turned back and asked her name and she smiled and said “Chris” but would not give me her last name.
I sent a letter to the manager regarding this, which was ignored.
As I am sure one can understand, I was quite shocked at her behavior and wrote a letter bringing this to the attention of [name redacted], the manager, who ignored the letter. So on 7/3/2015 I sent a letter to Danny Wegman the Chairman of the company. It was not until his office directed the Pharmacy to respond, that they did so- claiming that I had told them I did not wanted to be contacted in my first letter to them (which was an absolute lie). This was done, basically as a “form letter” which had no substance in it, whatsoever.See the Top 10 Worst Complaints in Syracuse, NY She stated something to the effect of “I will ensure that my employees treat everyone well, " yet nothing regarding talking to the specific person I was referring to.
It is important to note, that I did not complain about anyone else at the pharmacy – so why would I care if she lectured the lot of them about generalities? – also, I don’t want to subject the remaining good employees there to some lecture that they did not need to be told about. I even had a patient last week who had me fill a script for her, there, and mention how nice people are at that pharmacy. Obviously the person who I wrote the letter about was an outlier among the staff, yet Ms. [name redacted] did not seem to care.
I then responded to [name redacted] writing that she appeared to completely ignore any concern I had brought up. This was then followed by a cell phone message I received from a Mr. [name redacted], the Pharmacy Operations Manager at DeWitt Wegmans. In the message he asked me to call him to discuss the matter.
I was not able to call him back immediately, and a few days later, Mr. [name redacted] sent me a letter (which was obviously sent prior to the phone call he made). In the letter he was also notably defensive about the first form letter Ms. Stenuf had sent, noting that he drafted the letter for her (which started to make sense, as you will soon see). In the letter that Mr [name redacted] wrote, he said that they had all “followed up” with the employee in question about what had occurred and all agree “… your situation could have been handled better.”
"… could have been handled better."???????
Seriously? The employee I had originally written about had blatantly gone out of her way to shout at me, and personally insult my mother (whom she has never met). And all the Pharmacy Operations Manager can say about it, is that it “… could have been handled better”??
This was quite insulting to me (and appeared deliberately so at that) at that. I had literally considered filing a criminal complaint with the person who harassed me at the time, but thought better of it when I realized that she was likely unstable. However, I never dreamed that the management at that pharmacy would go out of their way to make matters worse when I brought it to their attention.
When I was able to call Mr. [name redacted], the call went to his voicemail, so left a message with my name and number. I was not able to pick up when he eventually called back. However, he left an extremely dismissive and rude message saying “this matter is closed, ” with a tone that conveyed the following “why are you bothering me about this?”
At this point I would like to point out that HE had asked ME to call HIM, in the first place!!
I sent a follow-up letter to Chairman Wegman with my overall impressions of the gross incompetence and extremely dismissive attitude of the management of the DeWitt Wegmans Pharmacy, however it appears that he has no interest in knowing how incompetent his managers are, as he ignored it.
Overall the management is extremely unprofessional and rude at every level at the DeWitt Wegmans Pharmacy. Clearly this is not an issue with "one bad apple, " but a systemic problem.
FYI, while I will never go to another Wegmans pharmacy again in my life, I still occasionally stop at the grocery - although with TJ's being in town I thankfully can do this a lot less than I used to!
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