Date of incident: May 9, 2019
Background - I am a long time resident of Bountiful, UT (nearly 50 years) and also a long time customer of Smith's in Bountiful. My address is 1056 Millcrest Circle in Bountiful. I am a Patent Agent and PhD Biophysicist, still active, though 86 years old. My phone number, for client reference, is [protected].
A few months ago I had a severe case of Shingles and was advised to get a Shingles shot. Learned Smith's Pharmacy in Bountiful gave Shingles shots and inquired. Learned the shots were in short supply and there was a waiting period. Received a call that shots were available and made appointment for the date of incident.
Side issue: Always used VISA credit cards (I have two and only desire two, it seems inappropriate to have to carry a card for just one store, so did not get a debit card.
Therefore, I knew I would have to use an alternative payment method. Took my check book with me. It is a Merrill Lynch Cash Management Account which I use for all my business dealings, amounting to tens of thousands of dollars each year and with my lifetime's savings as back up.
By the way, I have recently been shopping at Walmart, though not as convenient and not as desirable from historical experience. It seems strange to me that valued customers should be penalized for what seems to be a vendetta against VISA. A simple processing fee would have been just as effective and would have allowed my continued shopping at Smith's. I would gladly pay such a fee to be able to continue shopping at Smith's. Savings, which are always pointed out by cashiers at the check stand, should easily cover fee costs.
The incident: I, and my wife Donna, went into Smith's Pharmacy in Bountiful at about 11:00 AM. As usual, all Bountiful employees were courteous and helpful. The Pharmacist who would have given the shots indicated the shots were expensive (in the range of $300 for both shots) and would require a booster later (if shots were available timely). I agreed to the terms and the incident proceeded. Per Smith procedures, payment was required before the shots could be given. I decided to also pick up other meds at the same time, so the amount of the payment was over $500.00, for which a check was written and given the cashier. As commonly done, the check was put through a reader and thence to your check security system. The check could not be processed. I was permitted to listen to a recorded message from a phone security system response which advised that "another form of payment should be used." Due to the fact that I have only two active and valid VISA cards and did not carry that level of cash, no other mode was available. So, I elected, with due frustration, to leave without taking the shots (because they would not be given without payment) and tried to write another check for the meds (in the range of $200.00). That check was similarly not accepted. This left me without meds and, far more importantly without a Shingles shot, after waiting months. I did ask if a credit card would have been acceptable, would the process have continued without incident. I was assure such would be the case.
Frustrated, I left the store very disturbed. I talked with an Assistant Manager on the way out who indicated that the check security system was grocery based and very large check amounts (from a grocery checkout point of view) were treated suspiciously. He indicated the same experience on one of his checks.
I called and registered a verbal complaint on the date of the incident, but feel that this incident is serious enough from y point of view to afford a more formal submission. As additional information, the call was well received and I was instructed that I would be transferred to a "Financial" line. However, the transfer was to a menu which did not make sense or a connection.
I am now faced with finding a new source for a Shingles shot which is most concerning due to delays in getting one before Shingles strikes again. I am also having my med prescriptions transferred to Costco (something I did not want to do).
I want to emphasize that, through all of this, there was absolutely no distasteful of otherwise cause for anger due to employee contact. Everyone was polite and friendly. Even the clerk who tried (VERY, VERY HARD) to cash the check was apologetic, but even so, the transaction failed.
Repeating, this is a second submission of this complaint. The first being by phone on the date of the incident. I am submitting this again to provide more formal data and because I have heard nothing back from the call. Also repeating, I believe stopping taking VISA cards is a huge mistake. A processing fee would be just as effective in the fight against credit card costs and would keep those like myself as customers. By the way, I did note that the VISA issue did not include all VISA cards, as one medically oriented card was advertised as acceptable by a poster at the pharmacy.
Respectfully submitted,
Gale H. Thorne, PhD, P.A.
1056 Millcrest Circle
Bountiful, UT 84010
Phone: [protected]
email: [protected]@aol.com
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