http://abc7chicago.com/cvs-managers-involved-in-chicago-coupon-incident-no-longer-employed/3772243/
21 replies (most recent on top)
Pretty sure they only investigate what will give merit to their already made decision.
Another woman came forward and spoke to the SunTines newspaper and stated that coupon woman was screaming and scaring other customers. She said the managers did nothing wrong.
So just what did CVS investigate???
The problem with suing our fine company is that pesky little arbitration agreement we were all forced to sign as a term of employment. You know, the one the 9th circuit of appeals is likely to uphold thanks to this little bit of news.
https://www.npr.org/2018/05/21/605012795/supreme-court-decision-delivers-blow-to-workers-rights
https://www.nlrb.gov/case/29-CA-141164
He won't get a penny. Illinois is an "at-will" state. CVS doesn't even need a reason to fire him.
Whether the manager was right or wrong to deny the coupon is irrelevant. This guy was doomed the second he called the police and this piece of sh*t customer started recording him and posted it. There is no way out of that. If you are involved in anything that damages a company’s brand you are done. These two knuckleheads lost their jobs for 18 bucks. Word to the wise for all the managers on here. Stop fighting with customers over Nickles and dimes. Stop being a right fighter. Just lay down and give the customers what the want (within reason). No manager is losing their job because their store has high overrides. Refuse the wrong one and this could happen to you.
Well...we know what the lady wanted shown and that's about it. Of course nothing was recorded (or shown) what happened leading up to the call, or what statements the managers said in the investigation (or if they even had one). Pretty quick terrmination (if it actually was a termination) decision by CVS.
Moral of the story, CVS policies are merely in place for the termination of employees. If that lady was an employee of CVS, she would also been terminated for use of social media, whether she was right or wrong.
It's not your money. Give it to them . Don't be concerned about company assets because CVS is certainly not concerned about you following their own policies.
dis·cre·tion
dəˈskreSH(ə)n/Submit
noun
1.
the quality of behaving or speaking in such a way as to avoid causing offense or revealing private information.
2.
the freedom to decide what should be done in a particular situation.
or in the case of CVS a way to fire overworked, stressed out, abused, managers trying to make sense out of a broken system that is subject to scams, fraud and the short sightedness of those who create it!
Don’t agree with how he handled situation but when I look at this manager I see a guy who is wearing a polo not a dress shirt and tie so he is busting his butt on the floor probably working ridiculous hours and I don’t have to tell anyone what that does to your decision making process. I am not a doctor but I have been in that situation and that shaking you see is stress.
CVS is about to spend $77 billion to buy Aetna and that is a fact we need to consider when using the discretion the company gives us in dealing with an $18 coupon.
Let’s go back to the basics! Anyone ever hear the expression, the CUSTOMER is always RIGHT! That philosophy takes on new meaning because we live in a time where the company you work for or the customer you serve would take your living away over an $18 COUPON!
In reply to “lands on his feet” I wasn’t interested in his personal shortcomings because I didn’t hire him and he wasn’t fired for them. Newsflash lots of employees have personal shortcomings including myself. Doesn’t mean you don’t have a right to earn a living. I don’t know all the details of why he was fired here but from what I know I’m sorry he was.
political correctness is killing us...until someone stands up to this bullsXXX it will get worse...look at Starbucks..grow up. grow a pair will you
Lol...managers decision to override the policy.
Have found that anywhere in the SOPs.
Lands on his feet? He's convicted of forging signatures on a ballot. The guy is just a moron.
If you checked the news reports and the face book posting, you would have this information and would have seen the coupon.
I didn’t see the pic of the coupon. His hands we’re shaking, and I don’t think he knew what the best option was. Obviously we didn’t get the whole experience because the customer started filming while on the phone. I did not feel the CVS employee was racist. Also it said store manager somewhere and they don’t wear the blue polo. He wasn’t racist for saying “African American” instead of black. I thought that was the more respectful way of saying it. And anyone who has ever called the police for anything knows they ask what race the person is. Hopefully he lands on his feet. Try Walgreens.
To the previous poster who wrote a very nice statement: The coupon was found to be 100% legitimate. It is from the manufacturer of our products, who is also the manufacturer of several other store brands.
To the poster that commented about not allowing people to film in our stores: We can't force them not to. It is 100% legal for people to film us inside the store. Our policy states that we are to excuse ourselves if we do not wish to be filmed. Calling the police on people who film us only causes lawsuits for CVS.
To the person that wrote “THAT IS THE POLICY”...
You are an idiot. The “policy” is posted so we can refer to it if we need it. However, it is the manager’s discretion to override the policy in the interest of customer services. I am not afraid of losing my job for making a customer service call. I am not afraid of the AP goons because guess what? They can’t fire you. I saw a picture of the coupon. It is clearly a bogus coupon. If a customer came to me with it I would have asked where she obtained it and looked it up on my own phone. Then I would have politely and respectfully explained how some online sources for coupons are not all legitimate. If she still fought I would have offered her $10 store issues extra bucks for her next purchase for her inconvenience. If she still stood strong I would have Just taken it, but respectfully informed her that we cannot accept coupons like this in the future. BTW, I have been with CVS for nearly 20 years and currently run the busiest store in my region. I have never been questioned about any specific coupon overrides by my DL or AP. I have however been questioned when my store receives a customer complaint so the right decision is kind of a no brainer. Also you NEVER call the police to have a customer removed from your store. I have had customers blow my hair back screaming at me. I ask them if we can go off to the side so we can speak without an audience. I shut up and listen to what they have to say so they can blow off their steam. I look them in their eye the whole time. No hands on hip or arms crossed. When they are done I genuinely apologize and tell them it’s my goal to find a solution they will be happy with. Almost always when we are done the Customer ends up shaking my hand and apologizing to me. If you can’t handle people this is not the job for you. Of course I’m human (and a good actor) and I think customers s---, but I cash a paycheck every two weeks to do a job. That job is a balance of protecting the company’s assets and representing our brand. In this case the manager failed to chose the proper balance and it cost him his job.
Clearly , We only view the video after the situation was escalated . The Manager was clearly shaken as He was being filmed and badgered by the Customer as He was calling the Police. I do not see it as a discriminatory situation at all . I see it as a Manager following CVS strict coupon policy. Its a matter of damned if you do , damned if you doNT - which is an everyday occurrence with CVS, its policies and 1 out of every 3 customers daily. CVS , makes it more difficult every day with Coupons and their rigid coupon guidelines. I on the other hand as a SL., would have taken the coupon and forged it in. But almost everyday , I am signing Cashier reports for these violations/ I don't forge them in on a whim, but after voiding four transactions on one customer trying to match the Customer to card coupon - I surrender because of the back up that is typically happening as I am trying 5 or so phone numbers just to match the coupons . I don't have the time , or the energy to argue a Customer down over the coupon , I typically say to the Customer , I can do this as a "one time Courtesy," .and just do it . But not every Manager will , they are afraid too. They are following the rules . Again damned if you do , damned if you do.!!How did discrimination come into play??? I felt bad for the Manager , losing His job. I hope We hear more from Him / and get His take .
It is clearly posted in the Cvs coupon policy at the register and online that “We have the right to refuse or limit the use of any coupon and/or the subsequent return for any reason and at the discretion of Cvs pharmacy management” THAT IS THE POLICY
I would expect nothing less from CVS. Especially this region. The regional manager is two faced. Hell our own coupons that CVS produces do not scan much of the time. Just more inconsistent policies by CVS. Guarantee the DL was behind this.
Listen. This is hard to swallow, but as a manager you have two choices. Give the customer what they want and get on with your day, or refuse them and risk an escalation. I would rather take a BS coupon and explain it to my DL or APL then to risk a situation like this. You can politely refuse at first and see where things go, but when a customer starts causing a scene you need to adjust course. As the leader in the store it is your job to tell customers what you can do, not what you can’t do. There are tons of options the manager could have given to make the customer feel valued. White or black the decision process should be the same. He deserves whatever comes his way because his decisions lead him there. Anyone can video you at any given time and with all the media attention around the doing whatever “while black” nonsense, it’s just dumb to get yourself into a situation like this. I tell my team all the time, “don’t get our store on the six ‘o clock news”. If you think someone is stealing or scamming us you better be damn sure and be prepared to deal with the aftermath if you are wrong. As a side note, there are quite a few things this guy should have been fired for. Bottom line he failed to provide a customer with a positive shopping experience and does not embody our core values. If he has criminal charges against him and did not report it to his DL that’s a violation of our code of conduct.
Coupon was found to be legitimate. Matson didn't even attempt to process the coupon. My DAPL always stated that "free" coupons are likely fraudulent. If it would have been a middle aged white person, would he have tried it and then call corporate or the coupon publisher for help? Recording laws vary by community.
Well, this guy was clearly shaken !
Was there more to the story (not recorded) ? It's like a sound bite taken out of context to make the Manager look bad and then "play the race card" !!
Sorry,if anyone gets offended but, I see this all the time.
That’s so WRONG!!! They tell us if a coupon does not scan Do Not Accept It! The customer knew what she was doing and what her intentions were. I thought we can’t let anyone record in our stores .