I promise I don't go into stores looking for problems.
I was in Walgreens the other day, shopping for sunscreen. This was my second trip to this particular Walgreens for personables. The last trip ended in frustration as I tried to use my Flexible Spending Account to pay for my purchase (which I knew was totally fine). I chalked it up to poor employee training and hoped I would have a different cashier this time.
At check-out, I put my items on the counter and politely told the cashier that I was going to use my FSA. I explained to her that the last time I used my account in their store, we ended up having to ring up each item separately or the transaction would decline. She cut me off in mid sentence and stated rudely, "We don't have control over transactions declining."
What?
I explained again: "Well, if you ring every item up separately, it won't decline".
She repeated that they don't have control over FSA accounts. She tried to tell me that Walgreens has no way of knowing what items qualify and which ones don't. I explained that the Walgreens website has a list of FSA qualifying items. I also pointed out that if she looked at the transaction screen, the qualifying items had "FSA" listed next to it.
She shrugged off my statements and began ringing up my items as one transaction. Of course, my payment declined.
I was growing warm with impatience, as she tried to tell me there was nothing they could do to help.
I asked her was she the manager because her attitude was horrible and I couldn't believe someone so unprofessional was in charge.
She was.
I once again explained to her that I had already been in her store a few weeks prior and had the same issue. I told her once again how to resolve it. She looked past me at the other customers waiting in line and addressed them with deep sorrow, "I'm so sorry. I will call someone else to help you".
Now I was angry.
If she had just done what I asked from the beginning, we could've been done.
She had to go to a different cash register for some reason, to restart the transaction. As she rang up my items one by one with a frustrated unapologetic attitude, I stated how badly they needed to be trained on FSA accounts and that it was not the customer's burden to know how they work.
Each of my transactions went through this time.
A 2 minute transaction took 15 minutes because I knew more than the manager. Story of my life.
Walgreens: train your staff on FSA transactions. There are too many other stores I can spend my pre-taxed dollars in.
I was in Walgreens the other day, shopping for sunscreen. This was my second trip to this particular Walgreens for personables. The last trip ended in frustration as I tried to use my Flexible Spending Account to pay for my purchase (which I knew was totally fine). I chalked it up to poor employee training and hoped I would have a different cashier this time.
At check-out, I put my items on the counter and politely told the cashier that I was going to use my FSA. I explained to her that the last time I used my account in their store, we ended up having to ring up each item separately or the transaction would decline. She cut me off in mid sentence and stated rudely, "We don't have control over transactions declining."
What?
I explained again: "Well, if you ring every item up separately, it won't decline".
She repeated that they don't have control over FSA accounts. She tried to tell me that Walgreens has no way of knowing what items qualify and which ones don't. I explained that the Walgreens website has a list of FSA qualifying items. I also pointed out that if she looked at the transaction screen, the qualifying items had "FSA" listed next to it.
She shrugged off my statements and began ringing up my items as one transaction. Of course, my payment declined.
I was growing warm with impatience, as she tried to tell me there was nothing they could do to help.
I asked her was she the manager because her attitude was horrible and I couldn't believe someone so unprofessional was in charge.
She was.
I once again explained to her that I had already been in her store a few weeks prior and had the same issue. I told her once again how to resolve it. She looked past me at the other customers waiting in line and addressed them with deep sorrow, "I'm so sorry. I will call someone else to help you".
Now I was angry.
If she had just done what I asked from the beginning, we could've been done.
She had to go to a different cash register for some reason, to restart the transaction. As she rang up my items one by one with a frustrated unapologetic attitude, I stated how badly they needed to be trained on FSA accounts and that it was not the customer's burden to know how they work.
Each of my transactions went through this time.
A 2 minute transaction took 15 minutes because I knew more than the manager. Story of my life.
Walgreens: train your staff on FSA transactions. There are too many other stores I can spend my pre-taxed dollars in.
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