CVS

Official CVS Coupon & Raincheck Policy

   Welcome back everyone! Hope that the holidays went well and that 2017 will be a less painful retail year. Today I want to talk a bit about coupons. Specifically, this story is going to be of more interest to CVS coupon shoppers.

   When I worked for CVS I was known from a few select customers as being a “Coupon Nazi”. In retrospect, I can see why I was called that, but I wanted to address CVS’s actual coupon policy as well as what happens behind the scenes. While the policy shown today is directly from the company, there were also select policies that each region and the districts can choose to apply.

   I will be separating the story into four main parts today. One thing to note is that this policy is still current and effective as of December 2016 despite a few references to tobacco in the policy. The CVS Coupon policy has not been updated since 2014. Feel free to share this story, or the photos to any social media platform. All of the pages of the policy are at the bottom in order without any highlighting. I recommend printing them out and taking them with you when you coupon at CVS.

Part 1: CVS Official Coupon Policy

Part 2: District or Regional Policies

Part 3: How District and Regional Policies Impacted Service and Employees

Part 4: My Tips for All CVS Coupon Shoppers

 Part 1: CVS Official Coupon Policy

 

 

   So the main takeaways from the first page of the CVS Coupon policy are below highlighted in the image as well as outlined in the text below the image.

 

 

  • CVS/Pharmacy does not accept expired coupons.

   This is because even if they are expired by a day when sent the to be reimbursed they have access to see when the coupon was scanned. If the coupon was expired then the store is not reimbursed, thus the store takes the loss.

  • Coupons cannot be exchanged for cash or gift cards.

   This one tripped up a ton of customers in our district for a very simple reason.If a customer came in and purchased something for $100 then used a $20 coupon the most the customer could return the item for was now $80. Since CVS does not have a way to do “exchanges” this meant that even if you were coming in to get the same item, you would not be allowed to reuse the value of that coupon. This caused a ton of customer service and would result in complaints. Despite the the policy is firm.

  • CVS/Pharmacy only accepts ExtraBucks Rewards applicable to the ExtraCare card offered at the time of purchase.

   This should be pretty self-explanatory, but it means that if you are one of those shoppers that have multiple cards we cannot use coupons from one card if you are using another ExtraCare card. All CVS coupons will tell you the last four numbers of the card at the bottom of the receipt. Check that all your coupons match with the last four numbers of the card you are using before you go to make your purchase. Once we have everything scanned, chances are we will not go back and start over. Especially if there is a line or you are being demanding. I know it seems harsh but for a more in-depth explanation read section three.

  • Manufacture & Store coupons may be subject to tax.

   There was no real rhyme or reason to the taxes when you used coupons in our district. Just be ready to pay tax on all the merchandise before the coupons are factored in.

  • Any coupon not covered in these guidelines may be accepted at the discretion of CVS Management.

   The best way to go about this is to not immediately demand a manager, be polite and ask if you can get a manager to verify the coupon. However, from personal experience, I can tell you that there is usually only about a 50% chance of your coupon being valid. Another thing to note is to not abuse this. If you are always in and even if you are polite if you are the type of customer who constantly demands a manager to verify a coupon, eventually your success rate will plummet.

   The first page of the CVS Coupon Policy is the most critical page; this is usually the stuff you find online or the information most cashiers will know off the top of their head. Some other key things to note about the policy is under the Sale Items category towards the bottom of the page. If you are a couponer then this part of the policy is essential for you.

 

 

  • CVS/Pharmacy will accept manufacturer coupons for an item that is on sale.

  • CVS/Pharmacy will not accept percent off coupons for any item that is currently on sale.

  • If the value of the coupon is more than the price of the item, the coupon will be changed to fit the value of the item. (essentially, in short, this means no overages)

   On the next page of the CVS coupon policy, we see a few different categories. First, we see Multiple Coupons, which goes on to explain how a customer can use multiple coupons on the same item. In short this policy really only states a few things.

 

  • You can use one Store coupon and one Manufacture coupon per item.

   The exception to this would be using a store coupon for $2.00 off and a manufacturer coupon for $1.00 off while also using a 20% off coupon for the total. The only requirements for this are that the item is not on sale. (Even if an item is on sale for “buy one get one free” or “buy one get one 50% off” and you only buy one the item is still considered on sale and thus a percent off coupon would not be able to be applied)

  • CVS will accept multiple identical coupons for identical items.

 However, if there is no limit assigned CVS management has the right to set one on your purchase to ensure sufficient stock for other customers.

  • CVS Employees can (and will) scan the coupons in any order they want.

   The end result is the same and really comes down to preference. I liked having all the coupons at the end while other employees wanted the coupons for every item to be with the items. Just ask the cashier before they start how they prefer to take coupons.

   The middle of the page then goes on to explain the policy regarding Buy One Get one Free Coupon. The only really confusing part of this policy is that even if you use a CVS coupon to get one free, and a manufacturer coupon to get the other one free you are still going to pay tax on both of them.

 

   The last part of the policy that is important to customers is the Internet/Print at Home Coupon section at the bottom of page two.

  • This just states that CVS accepts coupons printed from online sources such as coupons.com The big thing to realize is that CVS will not accept any reproductions. Every cashier is trained and drilled on how to recognize fraudulent or reproduced online coupons. One thing to realize with online coupons is that you cannot scan them and print out more. This is actually a form of fraud. When a customer does this it comes back on the person who checked them out. Below is an example of fraudulent coupons. All of the unique codes match, and in most CVS stores not only would you be unable to get the product but we would have to take them away and call the police. All CVS employees are trained to look for this unique number, and if a coupon does not have a verification code likelihood is it will not be accepted even if printed from a legitimate source.

 

 Part Two: District or Regional policies

   Now that the official company-wide CVS policy is out of the way I should mention all the little “unofficial” policies I experienced while working for the company. These “policies” all came from our district manager or our regional loss prevention manager.

  • If an employee suspects a customer’s coupons to be fraudulent then you were required to use your smartphone to go to http://www.couponsinc.com and enter the VERI-FI code found on the coupon.

 

   This code would allow us to see when the coupon was printed, the item the coupon was supposed to be for, as well as if the coupon had already been redeemed elsewhere. (meaning it was a duplicate)

  • If a customer had duplicate coupons (meaning the unique identification numbers were the same) we would have to confiscate them, as well as take a copy of the CCTV footage of the individual and spread it to all the other stores in the area via an app called GroupMe. They would also be heavily scrutinized long after their initial visit not just at CVS but other stores that participated in the app.

  • Not really policy, but just to show you how bad it got. We had a few customers who would come in and clear out the store with coupons. They would do this by having multiple ExtraCare cards (this was before we would refuse to use more card than the number of people present) Our Loss prevention manager got so fed up with them coming into our stores that she actually started creating fake Facebook accounts to join the coupon groups in the area. She would also look on craigslist for their post where they would sell their hoards out of their garages. She ended up reporting three different women to the city for having not only an unpermitted garage sale but also for running a business without a license. The loss prevention manager is still with the company.

  • We were told to make it especially difficult for certain customers to use coupons. If their coupons were slightly damaged (meaning maybe a tiny bit of the corner was cut but still scanned) we would have to refuse to use them.

  • When a customer uses a fraudulent coupon and you check them out it would come back on you. This would result in either a coaching, write-up or termination depending on the frequency.

Part 3: How District and Regional Policies Impacted Service and Employees.

   The district and regional policies would always vary from week to week. One week it could be cannon to the company policy, while other weeks it could be the strictest policy I have in my years of retail. This impacted our customers as well as employees. Because of the frequent changes many employees would not be notified and would get wrote up for something had no idea about. A in our area were even fired!

  •    Unfortunately, the customers did not have it any easier because of the frequent changes. Often times a customer would plan their shopping trip around a few sales and coupons to only find out that the policy had changed since their last visit. We lost out in sales, handled numerous complaints, and generally, we all were quite unhappy with the lack of consistency. Often times we would get customers who would simply go to another CVS because that store had not adapted to the current week’s policy.

Part 4: My Tips for All CVS Coupon Shoppers

   The reason I am writing this and providing the actual current CVS coupon policy is not to be vindictive or hurt the company, my only intentions to actually help the customers. Although I wrongfully terminated from the company by a few individuals I do not hold ill feelings towards the company as a whole. I enjoy many of the customers and in a way miss many of my regulars. That is why I also want to give you a few tips on how to have the best possible experience in CVS stores when couponing.

   Keep in mind that individual stores may vary, and some employees even those in management positions may not be fully or familiar with the official CVS policy.

1.

   Print out the complete policy found at the very bottom of this page and take it with you when you shop. Having the official policy will prove beneficial when you have an argumentive employee or manager. If an employee it is fake tell them they can print it out via logging into Radar(F5) Store Resources Coupons This will take them on their company provided computers to the same policy.

2.

   Be polite but firm. I cannot stress this more. Always be polite, but at the same time do not easily back down. If you are with a cashier then politely escalate to a manager. If the manager still refuses to cooperate then ask them to void the transaction and step aside from the registers and call the company corporate relations phone number 1-800-746-7287 (1-800-SHOP-CVS)

   The important thing with this is to be polite and do it while in the store. This shows that you are serious. The only thing they really cannot help you with is if you are trying to add coupons after the transaction is already totaled.

3.

   Inform the cashier when you come in that you will be using coupons ahead of time. This may not be but can help prevent frustration when you go to check out. This also allows the cashier the opportunity to call for an additional cashier as soon as you come to the line. This is more or less a sign or equal respect and is often seen as a polite courtesy to the employees and other customers.

4.

   You will really be surprised by the jump in customer service if as you come in you greet the employee back in a smile and “thank you” after they welcome you to the store. I have experienced this myself, as well as seeing it at other CVS stores. This shows the employee that you are listening and appreciate their effort. Far too often when we greet a customer they just pretend that they did not hear us and keep walking.

5.

   Interact and have fun with the employees! We love many of our customers and sometimes having a quick conversation about anything is what makes our days! We work with people all day, and yet sometimes we can still get lonely. So talk with us, strike up a help us get through the day!

   Happy 2017 Everyone! I appreciate all of your support and really hope that this guide helped you out. Feel free to share this guide to any of your friends or family that are currently or wanting to start couponing at CVS! As always thanks for reading and have a great week!

  • Rex@RetailAnonymous

Useful Resources:

CVS Corporate Relations Phone Number: 1-800-746-7287

CVS Online Version of Policy: Click Here

Here is the full policy in correct order minus the cashier instructions. I had to omit those pages as they are company confidential information.

Fired From CVS

   Welcome back, everyone. First off I just want to thank every single person who follows this blog. Your support has been outstanding and means more to me than you could ever imagine.

If you have not already read last week’s story about me being under investigation then I strongly urge you to click the link below and give it a read! Everything that follows comes directly from that investigation.

http://www.retailanonymous.com/single-post/2016/12/07/CVS-I-am-under-Investigation-for-RAINCHECKS

   Now let’s get on to what you all came for!  I was officially fired from CVS at 8:19 AM on Dec 09th. Yeah, so that sucks . . . Well, to be honest, it really doesn’t suck in fact quite the opposite. I am now comfortably enjoying my time off. Hell, I am even planning on spending the holidays here at home with my family where one should be during this time of year. I am no longer stressing about all the simple bullshit that the incompetent manager couldn’t seem to get done in the days before my arrival.

   I am also really enjoying getting calls from now former coworkers asking me how to do tasks as simple as printing out an invoice! I am going to be a vindictive little asshole for the next couple of weeks, but let’s go ahead and talk about how I was actually fired.

   I talked in depth about the termination on this week’s episode of the Retail Rant. Follow @The_Retail_Rant on Twitter and be sure to listen to his weekly podcast  If you have not listened to the podcast the link is below.

Link to The_Retail_Rant Podcast with me, Rex!

http://theretailrant.libsyn.com/retailasaurus-rex

Also, check out dickatyourdoor.com and use the promo code COUCH

   So if you read last week’s story then you already know that I was under investigation from the company.This was because an “anonymous” tip was called in regarding a raincheck I had used at another location, as well as the fact that I have been requesting rainchecks since my employment. Well, their “investigation” was thwarted when I unveiled the fact that their accusations of me signing my own name on a raincheck were false when I showed them that the name on the raincheck was clearly not mine, but instead, the signed name was that of a coworkers.

   This was my downfall. The simple reasoning is because I had embarrassed the regional loss prevention manager in front of the man she was training. So talk about a way to get on someone’s shit list pretty damn fast.

   After that, they moved onto to the fact that I had rainchecks and that I was stockpiling them like a doomsday prepper stockpiles canned corn and ammunition. I did this because they do not expire and are a great way to keep costs down well into the future. Call me smart, or a greedy asshole, either way here in a few years I am still getting my milk for $1.99 and my soda for $2.00 a 12-pack

Well, neither of these things could officially get me fired. I had not broken any company policy, or law for that matter and made that very clear during our three and a half hour long interrogation, err I mean meeting.

   After I the meeting had concluded they immediately began going back looking at every transaction I had made, or sold since my employment. They had to go back months to finally find something they could can me over. What do ya know it was a fucking raincheck. How befitting!

   So months ago (September I believe) a sale in the paper allowed someone to buy store brand teeth whitening kits for $6.29 and get $10 back) essentially you would get “paid” to buy the item and try it out. Since we were out at our store I had a cashier write me up a raincheck.

   Apparently, the sale in the newspaper was incorrect and not supposed to include that item. A coworker said that he had told me a few days after I got the raincheck. I really don’t remember but I agreed that it was possible he told me.

   Two months go by, and I go to another store (one that is closer to my home) and used that raincheck. Since it was a mistake in the sales ad, and I had maybe been told I was fired. Seriously two fucking months go by. How in the hell am I supposed to know that I was not supposed to use that one!

   Now when my district manager came to the store on the 9th to fire me and inform me of all of this I still proclaimed innocence. I had officially done nothing wrong. I had not broken any policies or laws, and therefore according to their own policy I could not be fired or even written up. Well, the pudgy little bastard informed me otherwise.

   He proceeded to pull out a couple of documents and on PAGE 25 of the employee code of conduct the following is said:

If there is no written CVS Health Policy specifically addressing a type of behavior or situation, you are always expected to act in a way that is consistent with the company’s Code of Conduct, including its Purpose, Strategy, and Values which represent the guiding principles of CVS health.

   Hot Damn I kind of feel proud of myself. The fucker actually had to dig through the book and go all the way to page 25 to find something to fire me for!

   Officially I was fired for a “lack of integrity” which according to the company is “delivering on our promises; doing what we say and what is right” You know if I really wanted to be a salty asshole I could easily fight that the cause of termination is too vague and open to interpretation. However, I am really not that concerned. This is because the publicity stemming from my termination is more than enough revenge for one job. Not only that but the fact that tasks are not getting completed, and customers are upset over my firing is more than making me jolly this December.

I also want to show you all that the company official policy about rainchecks states nothing against what I had done. So below is the company’s official operation manual for rainchecks, Enjoy!

On a more positive note, I have already found another job. I had previously been contacted by a few other companies recruiting offices, and today I made a decision. I will be taking a significant pay raise as well as better benefits and a more glamorous job title. I will still be enjoying the holidays off and will go back to work in early to mid-January. Thank you all for your support and as always, keep sharing the retail stories.

  • Rex

Submit your own retail horror story by visiting http://www.RetailAnonymous.com or by emailing the story directly to rex@retailanonymous.com

***********************************************************************    Due the the attention of the story, all media inquiries should be forwarded to rex@retailanonymous.com in the subject line please state “Media Inquiry” along with the company you are from

CVS – I am Under Investigation For Rainchecks!

   Welcome back everyone, Rex here and let me start out by stating that I am “under investigation” from CVS. Much easier to say than I originally thought. You see I have spent the last week trying to figure out how in the hell I was going to explain all of this without going into a blind rage and throwing my keyboard across the room or just rage quitting at work.

 

   As many of you know, I am a shift manager for CVS. I like to think that I do my job well, and thankfully I have customer service scores to back up that claim along with a perfect attendance record. I have been with the company for over a year now, and honestly, everything has been great up until a few months ago.

   We switched management and the transitionary period has not gone as smoothly as one would hope. In fact, one could even say that it has been a fucking nightmare. Nothing directly against the new management, but I believe the process was rushed which has caused tension within the entire district as many other stores were affected as well.

   However, that not exactly what I am bitching about today. For anyone that has for whatever reason never shopped at CVS let me fill you in on a very important little-known fact. If we are out of stock on anything that is on sale you can request a raincheck. Sure technically an employee is supposed to offer you a substitution first, but we more often than not we cannot refuse to issue a raincheck Not only can you request a raincheck, but they NEVER expire. The only policy that we as store level employees have to worry about when writing rainchecks is to make sure we follow any applicable limits often detailed in the weekly newspaper insert.

   That said I was working last Friday when I noticed that our Regional Loss Prevention manager along with someone I did not recognize came into the store shortly after I arrived. I was the manager on duty so I greeted them and let them into the office thinking that this visit was just like any other unexpected audit, or something else equally uneventful. About ten minutes later I noticed that our new store manager whom I will name Amber was in the store. She was scheduled to have the day off, and it is very unusual for her to be in the store on her day off without at least calling first.

   Well, Amber approaches me and tell me that The Loss Prevention manager had called her and told her she had ten minutes to get to the store and that they wanted to talk with me. At this point, I am freaking the fuck out because I just know that they discovered the website. In my mind, that was the only thing it could have been. So I went ahead and made my way to the office just knowing they had discovered I was behind RetailAnonymous

   As I approached the door and used my office key to enter my heart started beating out of my chest. I entered and Hellen the loss prevention manager (not her real name) and Ken a store manager in another district( also not his real name) were sitting on one side of the office, with an empty piece of junk plastic chair reminiscent of the kind of chairs you’d find in school sat on the other side of the office. I immediately know that this is something big and likely my last day.

   Hellen immediately asks me if I know why I was having this meeting and in my mind, I am thinking “RETAILANONYMOUS… THE WEBSITE…HOW DID THEY FIND OUT I WAS THE OWNER????” However, I keep it cool and chose to play dumb. I answered that I figured it was over some fraudulent coupons that slipped through a cashier recently while I was the manager on duty. Both Ken and Hellen seemed to laugh at my answer and assured me that coupons were not the problem, but in fact, that they needed to speak to me over something much more serious.

   Again in my mind, I am thinking about the website, at this point, it is fairly well known in our region, and I have tons of fellow CVS employees that follow and message me daily.  We had even talked about it previously on a conference call in which they told us to be on the lookout for anyone that mentions the website. I ended up playing dumb for a few more minutes because the website was the only thing that would call for a meeting. (Even though I have the company provided disclaimer on the site) I had prepared myself for the fallout since the conception of the website and had been careful upon setting up RetailAnonymous. I knew eventually though I would slip up, but thankfully this was not the case.

   Finally, Ken speaks up and says enough is enough and that this was my last chance to “fess up”. I tell him I have no idea what they are wanting from me, and that I have a lot of work to get back to. Hellen stops me and says “RAINCHECKS” I am thinking okay… rainchecks what the hell about them? She then pulls out a folder of which hid a raincheck that I claimed at another store two months prior for an oral care item that gave cash back in the form of ExtraBucks I am thinking at this point what is wrong? She immediately began about how I was “caught” and then proceeded to tell me what I already knew, I had used the raincheck at another store which is closer to my home, and when they wouldn’t honor giving back the extra bucks I returned the product so that I could redeem it at my store another day.

   At this point, I am really confused about the whole thing. All I have been shown is a very quick glance at this raincheck, and then she begins to tell me how the signatures on the raincheck where the cashier sign, and on my refund slip match. I know this is impossible because I had never and will never write my own rainchecks as that is immediate termination. Despite how much I truly despise the company I still am loyal and would never want to be canned. Especially not to save a few dollars. She hands it back over to me and tells me to take a closer look at it. Once I do I start laughing my ass off! This clearly pisses them off.

 

   The associate who wrote and signed the raincheck was someone who worked in the same store that I do and has a name starting with the same letter. She tells me “See the J’s match” I am laughing so hard at this point they both are clearly pissed off as well as confused. I then finally speak up and say “yeah the J’s are similar but did you even read the whole name”? Both Ken and Hellen look at me with confusion as I tell them, “ Read the whole signature, that is not even my name!” Clearly, they’re embarrassed as I had just made it blatantly obvious that they lack the skill to do an even basic job, but instead of letting their mistake be the end of everything they decided to push the matter further.

   Next, they started questioning me about some “suspicious transactions” I had made over the course of my entire employments. Seriously going back over a year! I explained to them yeah, I bought 10 bags of adult diapers back a few months ago. I was collecting donations. Yes, I had bought bulk amounts of tissues, and again they were for donations. Everyone in my district generally knows me in that regard. I am often asking coworkers to print a coupon or two online that way I can buy products to donate to a few different local charities. My family has always been active in the community, and that rubbed off on me even into adulthood.

   I am then told that I was seen with a stack of rainchecks at the store I had gone to in order to buy the oral care item and that I had multiple tips called into our employee theft hotline because of the rainchecks. I had nothing to hide, so I told them that I do in fact own a large collection of rainchecks (100+) that I have gained over the course of my employment. This gets them going like fireworks on fourth of July. I am sure that by this point Ken had a rent a cop boner raging in his pants because they thought they had me “caught” me like some burglar in the night. They were obviously excited over the fact that I had admitted to having rainchecks, and thus began the questioning.

   I ended up answering everything they had, and toward the end, they ask me why I have so many rainchecks. I tell them that because rainchecks never expire I can keep them for as long as I wash and in five or ten years when soda is ten dollars a pack or milk is $8.00 a gallon,  that I will still be able to receive my items at much lower prices. I told them that because I spend money here just as any other customer I had the option of taking rainchecks instead of substitutions. I told them I love working at the store because I get to see what we are out of and get my rainchecks on a weekly basis.

   This really pisses them off and they start their hour long discussion about how what I was doing was wrong because In the future when I claimed them I would be creating a loss for the company. They lecture me like a child being scolded for sneaking a cookie before bedtime. I am told that as an employee I am “held to a higher standard” than ordinary customers and that my job is to protect the company from loss. After being scolded and belittled for close to an hour I am getting pretty pissed off because they have yet to tell me what policies I have violated.

   I ask them for a copy of any policies I have allegedly broken, or violated, as well as any accompanying laws. Obviously, they could not produce any, as I had not broken any official or unofficial CVS policies nor state or federal laws. They again go on about how my job was to protect the company. I am furious at this point because they have already wasted an hour and a half of my time. Keep in mind that this is the holidays, and every minute counts. Hellen and Keith once again start down the same path, so I interject myself before we spend another hour on this, and state that my job is to provide the best possible customer service and that my record was exemplary. I had over 100+ positive surveys and less than 5 negative ones since my employment. I also had perfect attendance and a glowing annual evaluation. I also reminded them that I often go well above and beyond, by helping other stores, as well as going outside my job description to keep our store running. I am getting paid to be a shift, while I do the job of an operations manager.

   I once again informed them that I had not broken any policies or laws, to which they completely ignored for a few minutes prior to admitting that I had in fact not violated any CVS policies. Finally, Ken talks up and says that I’m in the “gray zone” and that while there are no policies about what I was doing that I had been abusing the privilege of rainchecks. Not to mention that I was “taking advantage” of my position with the store to benefit my own financial gain. Hellen then proceeded to ask me to guess how many rainchecks she had received over her 20+ years with the company. Knowing that she would not have asked me to answer unless it was obvious I state “let me guess none” She tells me with this dumbass grin on her face that I was right, and then asks if I know why.

   I think my answer clearly showed how done I was with this witch-hunt, but I loved every second of it. I told her “I guess because you love paying full price for shit that we clearly overcharge customers on, and that you’re just not that that bright a bulb.” This was the epitome of my employment at CVS everything that had built up over the last year from horrible customers to conflicting policies and lack of communication between management levels all came out in one perfectly described sentence.

   At this point over two and, a half hours had passed. They are furious, as am I. They had wasted precious time over a raincheck that was not my signature and then tried to go after me for something that broke no laws or policies. They both begin demanding that I stop requesting rainchecks and promise not to do it again. Essentially I told them to shove it where the sun don’t shine,I told them right out that that I would continue because I had every right to get rainchecks just as any other paying customer. The only difference was the amount of tie I spent in the store and thus the opportunities I had to request them

   Hellen then tried to tell me again that I am held to a “higher standard” than customers, and I replied with, “you are absolutely right, that is why I followed all policies and had a cashier verify we were out of stock and then write them for me.” Of course, my chunky dimpled ass had the biggest grin on my face while stating that. Hellen then goes to tell me that I am not the same as a customer because we are given a “discount card” I asked her if she meant the piece of plastic junk that is unusable when items are on already sale? Even items that are on sale for buy one get one 50% off are not eligible to receive discounts on when only purchasing one!

   I say this because as many of you know our discount card does not work on merchandise which is on sale, and I am totally fine with that.Truth be told I would feel kind of bad if we were allowed to double dip and use our discount on sale items What sucks about the CVS discount card is often their “sale” price is much worse than what we would actually get if we were able to use our discount card! Not to mention that at any given time we will have anywhere from 18-24 thousand items on sale in our stores. For those that work or have worked at CVS, many find out that the “discount card” is often useless, and we often pay the same price as everyone else.

   In the end, I tell them both that I need to know how this is ending. If this is a write-up or termination. Either of which I truly did not care about. I told them that CVS is a job for me, not a career that I am a student for a reason. I told them that I am choosing to better my life with an education that way I was not stuck in a place like this for 20+ years like Hellen. I also explained that I had never called in, been late, or been in trouble prior to them showing up. I told them that at this point that I did not care what happened and that I was pissed that they would even try to make a big deal over something that was within my rights as an employee. Not to mention that if they had actually done their job in the first place and properly compared the signatures that my time as well as theirs would not have been wasted.

   I am told that I am still under “formal investigation”, and that they will be going back through all of my transactions since my employment. I am also told that I will not hear anything until the next week (Currently this week). I leave and go back to work and finish the rest of the day pissed off about the whole thing. Three and a half hours were gone because they cannot do their fucking jobs, and when called out want to start a witch-hunt

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 Many of you that have read this far are probably wondering why in the holy fuck I would publish this, as even with the names changed it is pretty self-evident to our managers as to who I am. Well, the answers are the same that I gave Helen and Ken. I had been a wonderful employee, had the 3’rd best customer service scores in the entire region, and I have always come in on days off when needed. I have other methods of income, and great references for my resume should I decide (or forced into) going elsewhere.

   So Hellen, if you are reading this and I know you are; learn to do your fucking job, and stop harassing employees that have perfect records. If you want a fight you will get one. As I sure as hell am not going down without one. I’ve sweat blood for this company as well as this store and will no longer sit back and do nothing. I have done nothing wrong, and you are simply trying to fuck me over because I embarrassed you. If you want to fight dirty, then I shall reciprocate the favor.

   – Rex

 

Dear Couponers

 Dear crazy couponers, no I do not mean the polite and respectful people. Nor is this for the sweet older people who rely on coupons to make ends meet. No you guys are alright. In fact, we actually tend to like you and have no problem helping you or answering questions.

   However, if you are the type of couponer who arrives half an hour before the store opens binder in hand and demands to be let in early then this is for you. Maybe you were raised by animals, or perhaps your parents just were too lazy to inform you that you are not the only one in the world. We dread your presence, not because you are going to hold up our lines and put us behind. Instead, we dread your coming because we know that means you are going to be a complete bitch about every single thing. For instance, I would like to share what you all do to piss us off.

  • Using photocopied coupons. Each coupon you print from home will have a unique number under the barcode. We tell you multiple times that scanning a coupon and copying it is a crime and that we are not taking them and yet you still return every week and try to do it all over again. Hell, now we keep both copies of the coupons and tell you we are not using either one, and yet you still try to plead innocence. Bullshit THIS IS THEFT!

  • Using multiple reward cards. This really pisses us off. If an offer is one per household your damned right that we are going to limit your ass. Yet you still complain and occasionally call corporate. We seriously hate you!

  • Opening a “store” out of your house. We see this quite often on Craigslist, and loss prevention is keeping tabs on you. This really wouldn’t be a problem if you were not putting in your ads that they can return the stuff they buy from you to our store for cash. No receipt means no cash!

  • Returning couponed items without a receipt. Look we know you, we may not have sold the item to you but we know for a fact you did not pay full price. So we will continue to refuse the return without the receipt or we will call up other stores to look up the receipt to ensure we do not give you more than your lying ass paid.

   To all the crazy couponers out there, my message to you is simple. We hate you. We are cracking down, and we are even turning in those using photocopied coupons for fraud to the police department. Knowingly using falsified of copied coupons is a form of fraud. You are actually stealing money, because we are not reimbursed for any coupons that have already been redeemed. If you are one of these people I really urge you to reevaluate your life as you are no better than a shoplifter. Go fuck yourselves!

* I apologize for the delays and retracted stories. I am trying to balance my college life, work, this, and my stock portfolio and it all has been a bit much. I am trying to find a balance and I think the best medium for me is to move stories to Wednesdays, as that is my day off.

I am Going to Competitor Store!

   After what will likely go down as one of the longest months of my life I can now say that we are in our new home. We closed on Monday morning, and this whole process of moving (especially the haggling) has really gotten me to think about all the customers I experience at work that tend to be particularly difficult.

   One of those customers is a middle-aged Latin American woman who always comes in with an umbrella. I guess this woman does not understand that buying cereal and cold medicine is not like going to an estate sale or buying a car. As a store we have set prices, we cannot haggle with you. I swear this woman should have been featured on one of those ‘Extreme Cheapskate’ television shows that were so popular a few years back.  She is the type of woman who demands we reduce the price is the packaging is ever so slightly scratched, or demand that we match the price of Walmart or some other competitor.

   I as well as another manager have had to explain to her multiple times that we cannot simply change the price to please her, still every week she comes in and tries.

   Another type of problem customer I encounter quite often are the ones who insist you break policy or they are going to (Insert competitor here). I seriously get this at least once or twice a week. In fact just last week before starting my vacation I had a customer come in after the pharmacy was closed and demand that I open it to get her prescription because she “called and told them she would be late” I tried to explain to her that the only people with keys or alarm codes to the pharmacy were the pharmacists, and not even the store manager could get in after hours.  Yet the bitch was still insisting that I was lying to her and that I just did not want to help her.

   She ended up leaving the store a few minutes later knocking stuff off the shelves as she left proclaiming that she was never coming back and was going to Walgreens instead. Me being my snarky pissed off self immediately yelled back that she would have to wait until tomorrow anyway because our store would have to transfer the prescription. Yeah, I can be sassy too.

   I seriously think that these self-entitled asshole customers thing that we are going to drop everything and say “absolutely, your business is vital to us and we would love to break policy in order to make you happy.” In reality, everyone who works in retail that has dealt with a customer like this has likely had the same thought. “Yeah get the hell out of here, like your piddly ass is going to make or break this store. Go screw yourself, and goodbye.”

   I must say sitting in my new house, is quite nice. Now that everything is back on track content scheduling should go back to normal on 10/03/2016

A Day in the Life of a Retail Manager (Minute to Minute)

A Day in the life of a Drugstore Shift Manager (opening)

     Hey, guys, I wanted to give you all something a bit different today. A minute by the minute experience of one of my shifts at work. This took about two hours to type out, and the day to write down in a journal while I was working. Hope you all enjoy!

  • 6:00 AM Alarm goes off. Have exactly 45 minutes to shower and get dressed.

  • 6:50 AM Shit! I am running behind.

  • 6:52 AM Leaving the house to get coffee to wake me up after closing the previous night.

  • 7:20 AM Coffee in hand finally starting to feel awake. Already dreading the day.

  • 7:35 AM Arrive to the parking lot. Already have three customers waiting in their cars. Drive around the building to check for signs of burglary.

  • 7:37 AM Take a deep breath. Get out of my car walk to the front of the building and begin lifting our security gate and then walk to the locked doors. I place my keys in the door as a man gets out of his car. I tell him we will not be open for another twenty minutes. He insists he HAS to come in early. I tell him no.

  • 7:38 AM I enter the building, lock the doors behind me the man is yelling through the doors demanding entry. I walk to the back of the store to turn off the alarm. I then pull out my keys and open my office. Once in the office I grab my front register tills and walk them to the front.

  • 7:43 AM I place the tills in the registers and proceeded to clock in. The man at the door is now on the phone and still banging on the doors. I ignore him as I make my way back to the office to begin the real work.

  • 7:45 AM I am back in the office. Time to count the safe, and check emails. Notice an email about a recall. Yet another thing I will have to deal with today.

  • 7:50 AM I am done checking email, and proceed to now check for price changes. Three pages of labels to print out and manually enter into the computer to change prices. Total number of labels is 63.

  • 7:55 AM There is now four people waiting outside, sign on the door has our hours which clearly state we open at 8:00 AM Man is still on the phone staring me down as I walk back to the front.

  • 7:57 AM My cashier arrives. I walk over to the door to let her in. As I unlock the door the man tries to push his way in. (What is so important?)

  • 7:59 AM My cashier and I are clocked in the man is banging on my door. Harder and louder. Other customers waiting outside are visibly freaked out my him.

  • 8:00 AM I walk over to the doors and unlock them. The man pushes his way through the other people like a store opening for Black Friday sales. He then shoves his phone in my face. The man is on the phone with corporate. I tell him I cannot take his cell phone because if I damaged it the store would be liable. The man on the phone should be aware of this so I tell the angry man to give the employee on the phone a number that will connect directly to my store.

  • 8:02 AM I am now on the phone with corporate. The man on the phone with me knows policy and knows why we do not open the doors even a minute early. He agrees, but still, he gives the customer a $10 reward credit to his account for his “inconvenience”

  • 8:07 AM The customer come up to me at my front counter screaming at me about our pharmacy. He demands that I open the pharmacy for him. I explain to him that they do not open for another two hours. He insists that I am a manager and can simply open the pharmacy and give him his prescription.

  • 8:10 AM After several minutes of explaining that they are on a different key system, and a different alarm system he leaves after cussing out my cashier and I. He also tells us that he will never be back to the store.

  • 8:15 AM I begin putting out all of the labels I printed out earlier. Afterwards, I begin scanning twenty-five sale items that are empty to find in the back and bring out to the sales floor.

  • 8:45 AM I am done putting out all of the labels, and scanning holes. As I am walking to the back to begin pulling everything I am stopped my a customer demanding I open the pharmacy. I again politely explain the situation and assure the customer that they will be opening in only an hour and fifteen minutes.

  • 9:10 AM I am finally done with pulling the merchandise, checking the coolers temperature and putting everything out. Time to start on the recall.

  • 9:12 AM “Manager to the front please”

  • 9:12 AM I am greeted by a customer at the front with a death glare. A middle-aged Asian American woman with broken English. She cannot understand why her coupon that expired a month prior will not work.

  • 9:15 AM After repeatedly trying to explain to her that her coupon is expired I decided to call a translator.

  • 9:17 AM The translator explains to her and she is still unhappy. She demands I accept it anyway. If I do so I will surely be in trouble with my Loss-Prevention manager. I deny her coupon. She refuses to pay for anything and we are stuck with 17 returns to put away. All while having four people in line.

  • 9:26 AM Last customer. She insists that an item was  buy one get one free. I tell her I will be right back, and proceeded to walk to the aisle. She is upset that I will not simply take her word. I find the item and it is not on sale. The store brand is on sale, so I grab that and walk back to the registers. I ask her if she wanted the store brand instead to get the sale. The answer is no, and she still insists on getting the nonexistent sale price for the brand item.

  • 9:29 AM After I politely explain to her that I simply cannot override the price based on the fact that the items were not labeled incorrectly or in the wrong spot. She now changes her story and insists that the name brand items were in the store brand spot. (I still refuse to budge)

  • 9:31 AM The transaction is finally complete. Thank god I have tomorrow off.

  • 9:34 AM Time for a bathroom break on my way back to the office for the recall paperwork.

  • 9:35 AM “Manager to the front please”

  • 9:36 AM “Manager to the front please”

  • 9:37 AM I am walking back to the front of the building where my registers are. The woman is back. She insists that she should have received reward bucks on her shampoo. I have to explain to her that she bought the name brand and not the store brand. She demands a refund. Six more items to return now.

  • 9:50 AM I am finally starting on the recall. Surprisingly everything is all there and I am able to quickly gather everything together and remove it from the sales floor.

  • 10:00 AM I am back in the office and am gathering the registers for the pharmacy. They are open, and the man who was “never coming back” is there waiting.

  • 10:01 AM He is already yelling at my pharmacist and the techs because they just opened and he was not first in line. I decided to stay because of the thought that this could get ugly.

  • 10:03 AM the man comes up to the line and while I am back there a tech is checking him out. He is bad mouthing me, and telling them he is “never coming back again”

  • 10:06 AM As he is about to pay the pharmacist tells him he has any=other prescription that is going to be ready tomorrow. He tells her he will be back then. So much for never coming back.

  • 10:15 AM I am back in the office and getting our deposit from last night verified.

  • 10:16 AM “Manager to the front please”

  • 10:16 AM I come to the front with deposit and paperwork in hand. When I arrive I lock it up in a drawer, and then see what is going on. A customer is upset because a digital coupon is not showing up on her account. After a few minutes of her looking on her phone, we realize it expired three days earlier. I tell her that once they expire there is no way I can retrieve them. She insists I go ahead and give it to her. Once again I know if I do so I will have Loss-Prevention after me so I deny her request.

  • 10: 17 AM while I am up there a line forms behind the customer. I proceed to take over another register and help the other customers.

  • 10:19 AM I am finally done and looking forward to transporting the deposit to the bank, even if it only gets me out of the store for twenty minutes.

  • 10:43 AM I am back at the store. A small line is at the register. I go ahead and help my cashier out.

  • 10:50 AM I am done, and now take the paperwork to the office to file away. Time to start the next task of the day.

  • 10:55 AM I grab a scan gun and begin scanning every hole in my department which happens to be the largest department in terms of sales, and product.

  • 11:00 AM “Manager to the front please”

  • 11:01 AM I am called to the front to take passport photos. The man is from an African country and I end up taking the photo six times because he felt he did not look good enough in the previous photos.

  • 11:22 AM  After checking the man out I go back to scanning all of the holes in my department.

  • 11:29 AM “Manager to the front please”

  • 11:30 AM Thankfully this was an easy one. All I had to do was scan my credentials to approve a return. I end up checking out three more customers while at the front.

  • 11:40 AM I am back to scanning my holes. I only have three more aisles to go.

  • 12:15 PM I am finally done scanning everything.

  • 12:15 PM “Manager to the pharmacy please”

  • 12:16 PM I get to the pharmacy only to have a customer start yelling at me before I can even find out what is happening. The man is upset because he cannot use his 30% off coupon on his prescription. He insists he was able to do it during a previous visit. I try explaining to him that it is impossible to lower the price of a prescription on our registers. I tell him that the only way to change the price of a prescription is through the insurance company.

  • 12:18 PM He still insists that he was able during the last visit so I have the pharmacist print out her prescription history. His previous visit he checked out regular merchandise in the pharmacy and that is what the coupon covered not the prescription. I explain it to him, and still, he demands a lower price. I deny him re— “manager to the front please” I quickly maintain my stance and tell him no then work my way to the front.

  • 12:19 PM I get to the front to see a woman. My cashier tells me that she needs another refund approval. I notice that she is trying to return what looked to be at least $200 of Milani cosmetics. I notice that the customer looks familiar to a woman that stole a large amount of makeup from another of our stores just a few days earlier. I immediately begin asking the customer questions such as where she purchased the makeup. Her story changes from she purchased them here, to her friend then her mother purchased them at another store. I refuse the return and tell her she will need a receipt.

  • 12:30 PM I am physically and mentally exhausted by this point. Only two and a half hours to go for this short day shift. I decide to go to lunch.

  • 12:35 PM As I am sitting in the breakroom eating leftover pizza from the day before I hear “manager to the front please” I am on lunch she knows this so I ignore it.

  • 12:36 PM “manager to the front please”

  • 12:37 PM “MANAGER TO THE FRONT”

  • 12:38 PM The cashier barges into the breakroom and begins to ask if I cannot hear her and why I have not been coming to help her. I tell her that I am sorry but I am clocked out. She says that she does not know how to check in a vendor although I have shown her twice In the last week already and she had been doing it for the last seven months just fine.

  • 12:39 PM Guess my lunch break is over.

  • 12:40 PM I get to the front and help check in the vendor. He said he was sorry and didn’t know why she called me. She had no customers and checked him in fine last week.

  • 12:45 PM I am done and proceed to walk back to the breakroom when I am stopped by my cashier. She needs to use the restroom even though she went right before I left for lunch.

  • 12:55 PM She finally returns by now I have checked out a few customers, and even taken the credits for the vendor. She comes back and tells me she is going to lunch. Guess I do not get to finish mine after all. Thank god I have tomorrow off I think to myself.

  • 1:24 PM My register crashes unexpectedly in the middle of a transaction. I have no way of knowing if the customers payment went through or not unless I check the office. Since my cashier took up my lunch I was feeling pretty grumpy so I call her to the front. After a few minutes, my line is backed up and she is nowhere to be found. Oh well, it was worth a shot. I call the pharmacy to send one of them to come help me out for a few minutes but I know this will come at a cost.

  • 1:27 PM I am back in the office, and I am on the computer checking to see if the transaction went through or not. Thankfully it had not. I go back to the front.

  • 1:28 PM The pharmacy tech had been able to get a few customer checked out. I tell the gentleman waiting that the transaction did not go through and that we would need to ring up everything once again. So we move to another register. He is understandably hesitant and wants to make sure that he Is not double charged. I send my pharmacy technician back and thank her.

  • 1:30 PM I get him checked out. Begin thinking to myself “where is my cashier at”?

  • 1:38 PM “Where the hell is my cashier”?

  • 1:42 PM My cashier finally comes back and tells me that she took an unapproved long lunch because I called her during her lunch. I am thinking to myself that my lunch consisted of 8 minutes because of her, but whatever this is not worth fighting over I still have to pull everything from the back that I had scanned previously and I only had an hour and twenty minutes to get it done.

  • 1:45 PM As I am in the back pulling everything I hear:

  • 1:45 PM “Manager to the front please”

  • 1:46 PM I get to the front and my cashier tells me she is going to the bathroom. At this point I am furious. She could have gone during her 50 Minute lunch but no. Whatever it is not worth the fight today.

  • 1:59 PM She finally returns I am on my way to the back when I hear that damn familiar voice once again.

  • 1:59 PM “Manager to the front please”

  • 2:00 PM I am beginning to panic as I only have an hour left in my shift. I am clearly not going to get the remaining task done for the day. I get there to find a Hispanic woman yelling about her coupons not working. After looking at everything I deduce that the reason is because she has coupons on multiple rewards accounts and that they cannot be used in the same transaction.

  • 2:10 PM After seven transactions and learning some new Spanish curse words she is gone.

  • 2:11 PM I am back in the stocking room loading everything.

  • 2:27 PM Thank god I have tomorrow off

  • 2:30 PM I have everything loaded up and begin putting all of the product out on the sales floor.

  • 2:40 PM “manager to the front please”

  • 2:40 Pm I have a call from another store wanting me to work for them tomorrow. No one else is available. I suddenly had “plans” and a “date” and could not work tomorrow at any point in the day. The other manager knew I was lying because he knows what it is like. He also understands that I had already worked a fell work week.

  • 2:55 PM I am finally done putting everything out.

  • 2:55 PM “manager to the front please”

  • 2:56 PM My cashier informs me that she is leaving a few minutes early. That is fine I am thinking at least she won’t be able to call me to the front.

  • 3:00 PM My replacement manager comes in and I am relieved, but I cannot leave him alone, and need to wait for the evening cashier to arrive. I fill him In on everything and he goes to the office.

  • 3:11 PM The Cashier finally arrives, she was caught up in traffic.

  • 3:12 PM What a day I think to myself as I am clocking out. Thank god I have tomorrow off.

I hope you all enjoyed reading this. The times may have been fudged just a tad, as at times I did not have time to write everything down, but this is pretty much a normal day for me. Hopefully, this gives you some insight into what it is like being a manager at a drugstore. Until next time,

   – Rex

My Biggest Mistake in Retail

My biggest mistake in retail.

     So this week I made the biggest mistake of my career in retail. I lost the key to our safe. Thankfully it is a really easy fix, but we do have to get the locking mechanism replaced, which is an expense to our store. I really do not even know how it happened. I have been in a fog like state the last few days. I am there, but I am not at the same time. I guess the best way to describe it is like sleep walking. I watched the surveillance tapes of me putting the key in my pocket, but I could not remember it. I had to call my store manager at 10:15 at night to come to the store when she was set to be on a plane at 3:00 am in the morning.

     Overall this is the worst retail mistake I have ever made, followed closely by the time I looked at the schedule wrong. I was supposed to open the store at 8:00 am. I looked the night before, thinking I worked at 3:00 PM Well I ended up sleeping in and did not wake up until after 10:00 in the morning. That was a big fiasco. These last few months I have been making mistakes I normally would never make, kind of makes me worried at times.