No Merchandise, No Refund, No More Business
Written: Jun 28 '02 (Updated Jun 28 '02)
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I ordered a small item and a bonus package - a tote bag with a number of things in it. The tote was free with "any order". As I don't usually go to CVS I thought it was a good opportunity to try out the online service. Boy am I disappointed.
The box (quite large) appeared on my doorstep just a few days later. I wasn't home at the time and it was missing the note that I had requested telling the delivery service where to leave it. Fortunately they got it in the right place anyway, or it might have sat for several days unnoticed.
I was also pleased when I opened it to see that they pad their merchandise with paper rather than plastic. Eagerly I dug into the box and pulled out the item I had ordered in perfect condition. I pulled out some more paper, and more but there was nothing else in the box. Just one two dollar item.
Quickly I checked the invoice. No bonus pack mentioned. It was on my original order. So I emailed them and received an automated response. When I returned to the website I had to search for an email address that would actually go (one hoped) to a human. I received no answer to that one.
Although there was no return label (unusual), the invoice said I could return the merchandise to any store. So it was off to my local CVS. The clerk looked at it and immediately called a supervisor. After a 5 minute wait she showed up. She looked at the paper and said she had never seen anything like it but she would go ask the manager. I waited another 8 minutes and when she did return I was informed that the $2.00 plus tax could be refunded but not the shipping. I said I wanted it all refunded due to the fact that it was their error that I did not receive all the merchandise I ordered.
Then she spent 10 minutes on the phone only to tell me she could not refund the shipping. She offered to let me speak with the representative on the phone. I did and immediately asked for a supervisor. After a 3 minute wait the same person returned and said she had spoken with a supervisor and they could not refund the shipping. I explained (not too patiently this time) that they had made an error and that I wanted either the rest of the merchandise or a full refund. She would not let me speak with the manager and would not authorize the store to give me a refund.
I told her they had just lost my future business and left the phone on the counter. I have emailed CVS again, but don't expect, at this point, any satisfaction. Of course I am usually meticulous about printing out online orders but I can not locate the copy in this instance. It still makes sense to believe me, however. Even if CVS doesn't accept the notion that the customer is always right, why on earth would any rational person order a $2.00 item and pay over $5.00 to ship it? Sure makes for an expensive package of plastic baggies!!!
Recommended:
No
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About the Author
Reviews written: 98
Trusted by: 46 members
About Me: Award winning poet, sometimes writer, cat caretaker, about as happy as I decide to be.
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