I had the worst failed customer service experience of my life at CVS Elm Street, W. Spfld. yesterday 8/9/21. My mother has a number of prescriptions that we filled at this pharmacy for the last 10 years. Yesterday, Monday 8/19/21 we received a voice mail from CVS saying her prescription was ready for pick up. The message did not mention which prescription was being referred to. At my husband's request I went to the drive through to pick it up. The gentleman at the drive through window informed me that we had already picked up the prescription at 1:45 PM that day. I explained that was impossible as we were all home at that time. The gentleman insisted someone in our family picked it up and suggested I call to see if my husband picked it up. I explained that he was the one who asked me to pick it up. The gentleman asked if my mother might have picked it up. I explained that my mother is 85, does not drive, does not speak any English and could not have picked it up. The gentleman insisted that someone had picked it up. At this point I was a little exasperated and asked to speak to the pharmacist to straighten this out. The pharmacist arrived angry asking why I was yelling at the clerk. I explained that I hadn't yelled at anyone, that we were called to pick up a prescription and I was trying to find out what happened, as I knew we did not pick it up. The pharmacist began yelling at me and said didn't I know we requested delivery of that script? Didn't I know that? He angrily said the prescription was picked up by US mail for delivery. I said that I had no idea about that and that this was not what the clerk had been saying and if it was picked up for delivery why did we get a call to come pick it up. The pharmacist screamed. "Get The F*#k out of my drive through lane." I was quite shaken and asked, "what did you just say?". The pharmacist repeated himself. I drove to a parking slot and went into the store to complain about the rude, foul, lack of customer service. At this point I called my husband and had him listen on speaker phone. I tried to make my complaint to the pharmacist in a calm manner. The pharmacist screamed at me, "Get the F*#k off my property!" I persisted to say how offended I was by his rudeness and foul language and how no customer should be treated that way. The pharmacist repeated his demand and said he would call the police if I did not leave. I asked to speak to the store manager. The pharmacist called a CVS employee over and told her to "Get this woman the F*#k out of here." The employee did not identify herself as a manager, but immediately ordered me to leave the store and said the police had been called and I would be arrested for trespass if I remained. I left the store, and the police met me outside. I tried to explain what happened to them. They let me know that once having been asked to leave it would be trespass had I not left. They said that I had been banned from the store and if I ever returned, I could be arrested for trespass. I may have spoken with an angry tone at some points, but I never yelled or spoke a single rude word to anyone during the entire episode. I was extremely upset and my heart went into an irregular heartbeat. My husband and I spent the night and early morning at Baystate Noble ER.
Apparently, on 8/6/21 my husband affirmed a text from CVS asking if we wanted one of my mother's medicines delivered. There was also one that we were waiting on, so 3 days later when my husband got a voicemail saying her prescription was ready for us to pick up and the hours the store would be open for us to pick it up, he naturally assumed it was the one we were waiting for. because he would not expect a request to pick up a script that had already been assigned for delivery. In my business I have dealt with rude, obnoxious, and foul customers, but at no time did I ever speak to one as this pharmacist did to me. He was totally unprofessional and a disgrace to the franchise.
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