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I phoned the pharmacy to ask whether a prescription that had been sent in hours earlier for me was ready. "You need to bring your insurance card!" the employee demanded. "And you must arrive 30 mins before we close." Obviously, she had missed the part about me "being on my way." My central point, however, is that she was so bent on giving orders that she did not even feel the need to answer my question! So I repeated it. "Is the prescription ready?" Incredibly, she repeated her demand that I bring my insurance card. "It's a yes or no answer," I said. Finally, she said the prescription was ready. Now, fast forward to the time I was at the pharmacy. I expected the demand to be repeated, so I had my insurance card out. Even so, another employee told me--without even using my insurance card--that "your insurance is not accepted here so you must pay $250." I suggested that she run my card through, which another employee did and surprise, surprise, my insurance covered the cost. I spoke to the store manager. She understood my point that an employee had been rude over the phone, but missed entirely my second point that needing to see my insurance card but then telling me before running it through that my insurance is not taken there (and loudly, so the line of customers could all hear!) is contradictory. "You need to bring yor insurance card" goes instead with checking it first before announcing that CVS does not take my insurance. So I walked away from the store manager having taken the decision not to return to that store. On the following day, I called CVS customer service to file a complaint, only the employee working in the company's customer service call center demanded my birthdate in addition to my name and phone number before i "could" make my complaint. I refused to give my date of birth as I was speaking on a cell phone, and the employee was petulant in her demand. I ignored her dismissiveness and gave the address of the store. "That's not the address in your profile," meaning MY address. "It's the store address," I said. But she too repeated herself, ignoring what I had said. I don't play games with players who are control-freaks. I excoriate them in reviews! "I can either provide my complaint here or on googlemaps and Yelp. What's your pleasure?" I asked. She ignored even this--she had to have all the control on the call. So I announced that I would be making the complaint publically, going around the sordid company. I then called and spoke with the employee's supervisor, after pushing through innane gate-keeping ("managerial ears only") and told him that I would not be providing my complaint to him as "I keep to my word," and would thus being doing so publically. "Here's my number," I said. Then I added, "I just want you to know which employee is responsible for not only the loss of my business, but also the complaint being made publically." I hung up, as I was not dealing with a company that is a member of polite society. Last thing: what happens when you squeeze jello tightly in one of your hands? Such a person's excessive need for control results in a complete loss of control over that which one has sought to control. If I were a glob of jello, I would be outside of CVS's clenched palm! No business for rigid and dismissive control freaks!!! Join me!
