- Joined
- Mar 25, 2008
- Messages
- 9,847
- Reaction score
- 1,843
So had my first experience with a nutjob customer @ Costco. The customers are the same but the company's reaction to them is different. Here's what happened:
Customer comes to pick up Rx. It is for Xanax 1 month supply. So after searching for it in the bins, we can't find it. So we go look in the computer, we find her profile but the profile is empty. Hmmmm. So then we go look in all the other places where we would store unfilled prescriptions. Can't find anything.
So now about 10 minutes has passed and we are looking for the phantom Rx. Since it's for Xanax, we start to think that this person is trying to con us. She claims she went to Walmart and CVS first and didn't like the prices so she came to Costco, where she was given a price and she filled it.
We ask her if maybe she filled it at Walmart or CVS and forgot that she filled it there and came to Costco instead. Here she erupts into a tirade. She thinks we insulted her intelligence by saying that.
After asking her who intially helped her, we start making calls to the other employees. The employee who we call confirms that we filled it, and tells us to go back to the other computer and do a longer date search.
It turns out, the Rx is from 3/23/2010 and she filled it 4/23/2010, and never picked it up. Here we are now on 6/14/2010 and she wants us to fill it. We tell her no, we're not gonna fill it since the Rx is now expired. She claims that she has never heard of any pharmacies cancelling Rx's after 14 days and wants to know where the sign is that says that. (There is no sign, I tell her that it is the same at all other pharmacies.)
She wants to know why we didn't call her to let her know that we are going to cancel it. (I don't care at this point, I just want her out of the pharmacy since we're closing in 20 minutes.)
We say the only things that can be done now are either we call her MD and ask for an emergency supply or she goes to the emergency room, she refuses to do either and just wants the original Rx filled. We say no, and tell her good bye we're not gonna do anything now.
Now she's in a real fit and starts disrupting processes with other customers. We call the manager and tell them to call security. They take her up to the office to talk about it, complaints and all. Manager tells her that we're not gonna do anything with the script. She even threatened to call the police on us, lmao. So finally, she comes back downstairs to the pharmacy and says that if she ends up going to the ER to fill the script, she is going to sue Costco Pharmacy for the costs. We call up the district manager, put her on the phone, he hears what she has to say and just laughs at her and hangs up. ROFL! I'm dying at this point at laughter at how Costco's upper management is actually standing up for it's employees compared to how CVS would have handled it. No $50 gift card for you Ms. Problem Customer.
Total Epic Win for Costco.
Customer comes to pick up Rx. It is for Xanax 1 month supply. So after searching for it in the bins, we can't find it. So we go look in the computer, we find her profile but the profile is empty. Hmmmm. So then we go look in all the other places where we would store unfilled prescriptions. Can't find anything.
So now about 10 minutes has passed and we are looking for the phantom Rx. Since it's for Xanax, we start to think that this person is trying to con us. She claims she went to Walmart and CVS first and didn't like the prices so she came to Costco, where she was given a price and she filled it.
We ask her if maybe she filled it at Walmart or CVS and forgot that she filled it there and came to Costco instead. Here she erupts into a tirade. She thinks we insulted her intelligence by saying that.
After asking her who intially helped her, we start making calls to the other employees. The employee who we call confirms that we filled it, and tells us to go back to the other computer and do a longer date search.
It turns out, the Rx is from 3/23/2010 and she filled it 4/23/2010, and never picked it up. Here we are now on 6/14/2010 and she wants us to fill it. We tell her no, we're not gonna fill it since the Rx is now expired. She claims that she has never heard of any pharmacies cancelling Rx's after 14 days and wants to know where the sign is that says that. (There is no sign, I tell her that it is the same at all other pharmacies.)
She wants to know why we didn't call her to let her know that we are going to cancel it. (I don't care at this point, I just want her out of the pharmacy since we're closing in 20 minutes.)
We say the only things that can be done now are either we call her MD and ask for an emergency supply or she goes to the emergency room, she refuses to do either and just wants the original Rx filled. We say no, and tell her good bye we're not gonna do anything now.
Now she's in a real fit and starts disrupting processes with other customers. We call the manager and tell them to call security. They take her up to the office to talk about it, complaints and all. Manager tells her that we're not gonna do anything with the script. She even threatened to call the police on us, lmao. So finally, she comes back downstairs to the pharmacy and says that if she ends up going to the ER to fill the script, she is going to sue Costco Pharmacy for the costs. We call up the district manager, put her on the phone, he hears what she has to say and just laughs at her and hangs up. ROFL! I'm dying at this point at laughter at how Costco's upper management is actually standing up for it's employees compared to how CVS would have handled it. No $50 gift card for you Ms. Problem Customer.
Total Epic Win for Costco.
