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CVS Employees Fired After Calling Cops On Black Woman Over A Coupon

Mycroft said:
I hate it when all we have are videos that only show part of the event. For example, here we don't see what led up to and induced the manager to call the police. That man's violent shaking looks to me like adrenaline shock. There is something going on that we don't know about.

On the other hand, as someone pointed out, why didn't they just scan the coupon?

In any case, managers are trained to give the customer what they want...even if the store loses money in the process. He should have just let her take the product. $17.99 is a small price to pay to avoid the publicity. Especially if she suddenly "lost control" right there in the store.
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most system have it already there if the coupon is bad.
scan it. if it doesn't work then say i am sorry but the coupon is expired or bad.

this stupidity is just what it is.
stupidity.

no reason the cops should have been called.
 
Sounds like Shakey deserved to be fired.
 
trouble13 said:
Perhaps that's true but I'm interested in knowing what a white person engaged in a dispute with a person of color is supposed to do if the answer is not to call the cops.

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Well...an effective manager would probably have honored the coupon and kept the customer. If it became a 'problem' then you could escalate as needed. But I'm guessing if it was a a scam you would probably notice it in short order, since the coupon was for free adult diapers.
 
Sabre said:
The one thing that I am left wondering about, did anyone there bother to scan the coupon to see if it was valid? It clearly has a bar code on it, that might have solved the whole debacle right away.
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It's pretty trivial to create fake coupons with working barcodes. Maybe that's what the employees suspected was going on?
 
americanwoman said:
That is surprising, surveillance cameras these days seem to be relativity cheap and could easily help with disputes, robberies, etc...

I do agree though dealing with customers can be rough. There's a lot of belligerent entitled people out there these days.
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It's not the cameras themselves, but the storage of video.
 
trouble13 said:
Maybe somebody can clarify for me cause I'm not understanding this.

Employees and customer have dispute and employees call the cops. Why are they being fired for that. What are they supposed to do?

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Thinking things thru, and as one mentioned, scan the coupon. See if it genuine.
 
KevinKohler said:
Maybe. You'd be shocked to know that have the cameras in most retails places are dummies, there for appearance only...and none of them have audio.

I'm curious to know why that dude was shaking, but I'll wager it's because he's upset. Dealing with customers can be mentally and emotionally tough.
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He reported it as an assault in progress. So what happened before the cell phone camera started rolling?
 
Napoleon said:
He reported it as an assault in progress. So what happened before the cell phone camera started rolling?
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Don't know. I do know that, from the sounds of it, she followed him to an employee only area.


Either way, a competent manager would have never had it escalate like this guy did, IMO.
 
JANFU said:
Thinking things thru, and as one mentioned, scan the coupon. See if it genuine.
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Might not be that simple. It's a coupon that you write in its value, meaning, price override. Which typically don't scan. They get treated more like personal checks.


Ultimately irrelevant, though. How many people are committing fraud to get adult diapers? Is that a hot commodity? And just what is the maximum potential loss? 30 bucks, tops? Vs the thousands in sales per day?

IMO, what happened is, this manager made a statement (coupon is fraudulent), he got called on it, and his pride wouldn't allow him to back down and admit wrong/faughlt, and which point it escalated to him just trying to walk away, where in she followed him. And the cops got called.
 
Moot said:
Poor Coupon Carl...he not only lost his job and his bid to run for city council...but he got kicked out of the Log Cabin Republicans. I wonder if he got the message? He was also a Trump state delegate,...so, probably not.
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amazing how trumps name in an article about CVS ...amazing
 
I believe post #27 sums it up well. It is also a matter of how to deal with customers.

I recently ordered a custom item but when it arrived it was no where near what I expected it to look like, based on the in-store sample. The dept supervisor said no returns, you bought it, it's yours. It was quite an expensive item and useless to me as delivered, I asked to speak with the store manager. Showed the problem to the store manger and he simply said we will take it back and credit your account, that was all, end of discussion, simple customer service. Interesting speaking with the dept super afterwards, I mentioned that the store sample was clearly not the same and he said they knew that, but they were not able to get a better sample.

We have and may never have the full information on what the total event was but, it was totally avoidable had the store employees gave the woman what she was asking for. The possible cost listed on the coupon, real or not, was not store busting amount and even if not real it was easily covered in the stores loss accounting.
 
KevinKohler said:
snip-
Ultimately irrelevant, though. How many people are committing fraud to get adult diapers? Is that a hot commodity? And just what is the maximum potential loss? 30 bucks, tops? Vs the thousands in sales per day?
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Coupon is shown in the link in the original post. "Maximum retail value: $17.99" Not worth calling cops over.
 
trouble13 said:
Maybe somebody can clarify for me cause I'm not understanding this. Employees and customer have dispute and employees call the cops. Why are they being fired for that. What are they supposed to do?
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Ahhh I'm guessing you don't work for a big corporation chain do you?

Our Lawton Target has a CVS pharmacy in it... This 'dispute' should NEVER have happened- PERIOD. Managers have TRAINING on how to handle coupons and there is a protocol for handling suspicious coupons. Most rejected coupons are photocopies, unauthorized 'penny saver' type bulk packages, or expired. Most stores don't honor both a manufacture's coupon AND a store special buy or coupon for the same product, pick one.

You have to run the coupon before rejecting it, again it's part of the training. Many times the coupon is honored anyway, they generally are 50 cents to a dollar off when you buy so many of something.

The numb nuts were fired for not following the corporation's policies and CAUSING the dispute. (that wasn't a dispute cop worthy- again by corporation policy) Target has a dozen such 'disputes' daily and NEVER call the cops, the manager explains the problem (quite often offers a discount) and the 'dispute' never happens.

Customer service is supposed to be high up on big box retail's mind in this era of Amazon order from home.

I wish both former CVS employees the best in their new career choices... :peace
 
Reminds me of something I witnessed many years ago at a Cadillac dealership here in Dallas.

My wife and I were looking at the new cars on the showroom floor, and we saw an American Indian couple leisurely dressed in old jeans, cowboy boots, and flannel shirts with their hair in braids looking at the cars.

I noticed right away that they were being totally ignored by the salesmen on the floor. I actually witnessed a sales manager walk up to them and asked them not to touch the cars and refrain from sitting in them etc., and walked away.

A salesman walked up to me with all smiles and asked me, if he could help me. I immediately told him that I believed that the couple (Being the American Indian Couple) were there before me, and was next in line. He just laughed and sort of jokingly whispered to me, "I believe they've been asked to leave". I insisted, "Please, I insist you help them first".

So, he said, "Well alright", turned towards them, and asked them, "Is there something you people need" rather rudely and brash!

The man said, "Yes, I want to purchase this car here, and that one over there for my wife"!

The salesman said, "And how do you intend to pay for them"?

The man replied in a very mannerly way, "I have a bank draft here in my pocket that can more than pay for both of them"!

You could hear a pin drop in the room for a few seconds as everybody's jaw dropped in total shock!

Personally we just walked away quietly, left, and went to another dealership!
 
Master PO said:
amazing how trumps name in an article about CVS ...amazing
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It's not that amazing when you consider the president is a racist and the CVS employee was a state delegate for Trump.
 
Nap said:
Sadly, if I am running a business I am going to make it clear to my employees that when a black customer is in the store to not treat them as they would anyone else or if a black employee is present to have them handle the situation. The hysteria over searching for racism is simply too high right now and not worth the negative press since any situation involving a white person with a black customer is going to automatically be portrayed as racist in the media.
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Thankfully you DON'T run a business. There is more 'hysteria' and fake facts from white folks claiming blacks demand better treatment when the video clearly showed the black lady being far calmer than many white ladies I've seen have a minor meltdown over 50 cents off a box of crap.

It's not worth a company's negative press to treat ANY customer as anything but a valued GUEST in their place of business... :peace
 
Moot said:
It's not that amazing when you consider the president is a racist and the CVS employee was a state delegate for Trump.
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its amazing because the story has nothing to do with trump,...but because of the hate for him, he ends up in quotes as part of the story:lamo
 
notquiteright said:
Thankfully you DON'T run a business. There is more 'hysteria' and fake facts from white folks claiming blacks demand better treatment when the video clearly showed the black lady being far calmer than many white ladies I've seen have a minor meltdown over 50 cents off a box of crap.

It's not worth a company's negative press to treat ANY customer as anything but a valued GUEST in their place of business... :peace
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My comments were mainly directed at the current narrative in the media rather than this particular event. If the customer had been white, would this have garnered any attention? It wouldn't even have been retweeted let alone a news article detailing the situation. It is kind of hard to say "Any" customer when it is only a particular group of customers causing negative press in the media due to their hunt for racism. Take the Starbucks incident, what does racism have to do with someone loitering and being asked to leave?
 
americanwoman said:
Store managers seem to be able to handle disputes over coupons daily without calling the cops. If there is any kind of threats or violence involved, then the proper response would be to call the police and the store cameras would back it up.
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That does not really answer the question I'm asking. Let's say for arguments sake that calling the police was excessive. Firing someone involved in a conflict requesting police help does not seem like a good reason to fire someone. What if the coupon had been a fake and the employee accepted it. Would that of been the correct action?

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Nap said:
Sadly, if I am running a business I am going to make it clear to my employees that when a black customer is in the store to not treat them as they would anyone else or if a black employee is present to have them handle the situation. The hysteria over searching for racism is simply too high right now and not worth the negative press since any situation involving a white person with a black customer is going to automatically be portrayed as racist in the media.
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Your dilemma is precisely why I'm asking the question. The people who call foul don't seem to have an answer for what the correct response is.

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trouble13 said:
That does not really answer the question I'm asking. Let's say for arguments sake that calling the police was excessive. Firing someone involved in a conflict requesting police help does not seem like a good reason to fire someone. What if the coupon had been a fake and the employee accepted it. Would that of been the correct action?

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No action would have been taken, stores have a loss factor built in. The only real results would have been, the woman got what she needed, cops would have been free to handle more issues elsewhere and two employees would still have their jobs.
 
sangha said:
Answer: Do their job.....correctly
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OK so be specific and tell me what the correct thing would of been to do in the OPs situation.

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