CVS review: store manager unprofessional service

Dear CVS Customer Relations,

I am writing as a long-time customer and resident of Newton, MA, to formally file a complaint regarding an extremely unpleasant and unprofessional interaction I had on [insert date of incident] at the CVS located at 1199 Centre Street, Newton Center, MA.

I have been shopping at this CVS for nearly 20 years and have always had positive experiences — until now. During this visit, I was with my minor son to have his passport photos taken. While there, I also picked up some items on sale, including a box of K-Cup coffee advertised at $6.99 (regular price $16.99), and some sports drinks.

When it came time to pay, I noticed the passport photos were much larger than standard size. I politely informed the employee — who later identified herself as the store manager — that these could not possibly be U.S. passport photos. She told me she had asked my minor son what country the photos were for, and he had said “Turkey,” so she produced a non-standard size.

I explained clearly and respectfully that I had requested standard U.S. passport photos, and that there was a misunderstanding. I clarified that I was the one initiating and paying for the service and had given the correct instructions from the start.

The manager, however, insisted the photos were made based on my child’s input and told me that he was the customer, not me. I reminded her that as his parent and legal guardian, I was the responsible party, and that the error should be corrected. She refused to reprint the proper photos unless I paid for both sets and told me, “Who’s going to pay for these, then?”

When I calmly stood my ground, she told me I had to “speak nicely” to her or she would not help me. I was shocked. I reiterated my request respectfully, explained the situation again, and reminded her that I was a loyal customer for 20 years. Her behavior only escalated. She repeatedly refused to help me and insisted that she had done nothing wrong.

At one point, I even said, “It feels like we are in a street fight over something that should be simple to fix.” She responded by asserting that it was her decision alone to fix the issue because she was the manager.

The situation became even more disturbing when she began referencing my nationality based on my son’s comment. She said something to the effect of: “Your child said Turkey, so clearly you’re from Turkey, and you don’t understand how this process works.” I responded that I am American, I do understand the process, and I had communicated my needs clearly from the beginning. Her assumptions were inappropriate and discriminatory.

During all this, the cashier — David — was visibly uncomfortable. He kept apologizing to me, saying, “I’m so sorry this is happening.” When he tried to be courteous, the manager turned on him as well, yelling at him in front of everyone: “David, why are you apologizing to her?! I didn’t do anything wrong!”

She then threatened to call the police, claiming I was harassing her. I had remained calm throughout, but she indeed called the Newton Police Department.

When the officers arrived, I explained what had happened. They were clearly surprised by the situation. They made sure I was reimbursed the $43 overcharge for the sale items (which she had refused to correct earlier) and ensured that I received the correct standard U.S. passport photos. They asked me to leave, and I complied. The officers stayed behind to speak with the manager, who by that point had begun crying and becoming visibly overwhelmed.

Why I'm Writing
This experience was not just about poor customer service. It was hostile, humiliating, and handled with a complete lack of professionalism and empathy. I was publicly disrespected, spoken down to, mischarged, and subjected to personal assumptions. My son was also present for this entire interaction, which added to the discomfort.

I respectfully ask that CVS investigate this incident thoroughly. The manager’s behavior was aggressive, unprofessional, and discriminatory. It does not reflect the values I associate with CVS, especially after two decades of patronage.

I am happy to provide any further details, receipts, or witness accounts (including from your cashier, David) if needed.

Thank you for taking this complaint seriously. I hope to see corrective action taken so that no other customer has to go through what I did.

Sincerely,
Aytul Farquharson