Update by user Aug 07, 2011
In order to prevent again the occurrence of simmilar incidents toward any other customers from bad employees behavior, I recommend Walgreens managers the following actions:
* Re training of that cashiers related to the Customer Service Policy.
* Re training of that cashiers related to the Rules, Code or Norms of Conduct in the Work Area.
* Audit and monitoring periodically on a frequently basis of the behavior of that cashiers employees towards customers at random periods of time without warning them.
* Evaluate if the behavior of that employees improve during at least 6 months.
* Perform psychologic evaluations to that employees
* Perform periodic drugs and alcohol tests to that employees.
Original review posted by user Aug 06, 2011
Incident in Walgreens, Reparto Metropolitano - San Juan, PR - August 2011
Period of Time: Between 2:50 pm to 3:40 pm
Yesterday I went in company with my son and my daughter to the Walgreens store located in the Reparto Universitario mall, located in Americo Nadal Avenue of San Juan, Puerto Rico, in order to buy some things for them. My son is 4 years old and my daughter is 6 years old. After I entered Walgreens, I proceeded to buy some toys and other articles for my kids.
Minutes later and after I found all the articles that I wanted to buy, I proceeded to pay to a woman cashier located at left hand of the store and that was alone and without clients or custumers paying in her area in that moment.
When the woman cashier saw me and my kids and with no motive, she started to laugh without any control, without any respect and without any consideration to my two little kids and to me. As I approached to the woman cashier table to pay for the articles, she continued laughing with the described behavior and with a false authority and with one of her hands made me signs to go to the other cashier. That behavior created innecessary discomfort to me and to my little kids.
While I was walking to the other cashier I asked the woman cashier if there was some problem and what was the motive of their uncontrollable laughing. She told me that the other cashier was joking about me and my kids.
The other cashier was located at the right side of the store exit. That cashier was a black race man with wearing two zirconia earings, of approximately 5'-10" to 6'-0" tall, with an approximately weight of 170 pounds and plucked eyebrows.
I asked the man cashier why they were laughing and performing jokes about me and my kids. I told them that I was in company of my two little kids and that I was not a clown and that there was no motive to explain their indisciplined behavior and lack of respect towards me in the area of customer service. I requested him to stop with that behavior immediately due it was affecting me an my kids.
Due his lack of arguments or response to explain or justify their actions, the man cashier then told me in a rude actitude and violent way that I called them clowns in front of my two kids. He tryied to create a confusion about what really happened. Inmediately I told them that I did not called them clowns and that, as a client, I wanted an explanation of their behavior just in the moment in which I went to pay in the cashier areas. Due his violent attitude I thought for some seconds that the man cashier could fight physically with me. Then the man cashier told me that he had 5 years working in Walgreens and they spent 8 hours a day working in the store and that frequently they acted in that way with some customers to have fun with them. That person tryied to explain their inadequate bahavior as some rare kind of work strees relieve.
I told the man cashier that they have to take in account that an indisciplined behavior of the employees joking and with uncontrollable laughing at the moment in which a client goes to pay in the cashiers area is not acceptable in that area and could end in innecessary claims to the store. Due the actitude and behavior of the man cashier towards me and in order to protect my kids and stop and calm the rude behavior, that I felt from that Walgreens employees, I decided to shake hands with him and oriented him to modify that kind of behavior respect to the customers.
The related Walgreens employees never apologize to me and my kids. If you have cameras inside the store you can see the described inadequate behaviors of that cashiers.
After leaving the Walgreens store my kids started to ask me why that Walgreens employees acted like described previously.
Due the previous situation, I did not sleep as usual and today morning I called Mr. Rivera, Assistant Manager of that Walgreens store to explain him the incident of yesterday. That man agreed to take disciplinary action with that bad employees and apologize for that employees behavior.
Product or Service Mentioned: Walgreens Manager.