Maj Manzano
I am writing to express my extreme dissatisfaction with the behavior of one of your staff members during my visit to your store yesterday, January 23rd, at 8:54 PM. What should have been a simple and pleasant transaction turned into a frustrating experience, and I feel compelled to bring this to your attention. While patiently waiting in line at the cashier to pay for my medicine and medicated mouthwash, another counter opened. The staff member stationed there called out in Chinese, saying "lai lai," prompting me to move to her counter. When I placed my items on the table for her to scan, I noticed she didn't even bother to ask if I had a Yuu membership before proceeding with the scanning. While this lack of attention to customer engagement was mildly irritating, what followed was much worse. As I opened my app and showed her my Yuu membership QR code, she scanned it and then abruptly asked, *"You want to redeem?"* Confused and surprised, I responded, *"Oh, I have points?"* Her response? A condescending and dismissive, *"Of course! I won’t ask if you don’t have!!!"* I was stunned. Not only was her tone unnecessarily sharp, but her response dripped with sarcasm and a lack of basic respect. Trying to maintain composure, I replied, *"Oh, I see. Very sarcastic, huh?"* She then muttered a half-hearted *"sorry"* with no real acknowledgment of her inappropriate behavior. When I asked for her name to report this incident, she refused to provide it and instead questioned why I wanted her name. This level of defiance and lack of accountability is absolutely unacceptable in a customer service role. I cannot stress enough how deeply disappointed I am by this encounter. A pharmacy is a place where customers seek care, assistance, and professionalism, not sarcastic remarks and resistance to accountability. This incident not only reflects poorly on the individual but also damages the reputation of Guardian Pharmacy as a whole. I demand that this issue be taken seriously and that the staff member in question be counseled on proper customer service etiquette. Additionally, I strongly urge you to review your training procedures to ensure that all employees maintain the highest standards of professionalism and courtesy when interacting with customers. By the way, receipt has her name. VALERIE