Walgreens review: Restroom

Dear Walgreens Store Management and Corporate Customer Relations,
My name is Randy Boucher, and I have been a loyal Walgreens customer for many years. I am writing to formally raise a serious concern about an incident that occurred on August 17, 2026, at 3716 S 144th St, Tukwila, when I brought my 78-year-old relative, who was visiting from Maine, to your store to have a prescription filled.
While we were in the store, my relative urgently needed to use the restroom. At her age, this was not a matter of convenience; it was an immediate and distressing situation. When I asked whether she could use the restroom, I was told no. I explained that it was an emergency, but instead of receiving assistance or escalation to a manager, I was told to walk across the street to the library.
I then asked to speak with the manager. I was told the manager was out front, but when I asked at the front counter, I was told the manager was not there. This conflicting information only added to the frustration and made it unclear whether anyone was willing or able to take responsibility for handling the situation appropriately.
I understand that stores may have restroom restrictions for safety or operational reasons. However, there should be a clear exception process for elderly customers, medically vulnerable customers, or anyone experiencing an urgent health-related need. A blanket refusal, without manager review or compassionate judgment, is not acceptable customer service.
I am requesting that Walgreens review and update its restroom access policy to allow reasonable emergency access for elderly or medically vulnerable customers. I am also requesting that employees be required to escalate any restroom-access refusal to a manager before turning away a customer in an urgent situation.
I would also like this incident reviewed with the store team so that staff understand the importance of using discretion, compassion, and proper escalation when serving customers who may be elderly, disabled, or facing a medical-related emergency.
Please provide a written response explaining how this matter will be addressed and whether Walgreens will consider a policy change to prevent similar situations from happening to other customers.
Sincerely,
Randy Boucher