August 11, 2006

  • -a letter to the customer service dept. of rite aid.


    Customer Service Department,


    While shopping at your Tates Creek Center, Lexington, KY location (store #03954), my partner and I collected alcoholic beverages that my partner was intending to purchase. I assisted him in carrying a six pack of Corona to the counter for payment. I have done this countless times at this particular location as it is in my neighborhood and thought nothing of the matter. Once at the counter your employee, Betty (last name unknown to me), immediatley asked for my partner's ID, as he was retrieving his wallet. He produced the ID and she then said 'I need to see both IDs.' I said to her I didnt have mine with me and that I was not purchasing the alcohol. She then said 'it's state law if you carry alcohol to the counter, you must have your ID...' I mentioned to her that I have been shopping at this location for several years and that she had in fact waited on me many times before and never, never asked for an ID (even when I was the clear and sole purchaser, which is a clear violation of KY law). She then smirked and mumbled something that sounded very sarcastic and said something along the lines of 'I cant help it, its the law...' I then said to her that she as a representative of Rite Aid had been inconsistent and sold alcohol to me on several occasions over the years. She smiled sarcastically and shook her head and again, mumbled something I couldn't understand. I then stated that I would no longer shop at that location and she said 'I don't care...'


    The last time I checked, it isn't state law in Kentucky to have both IDs available at check out for alcohol purchases. It, from what I've been told, is specific to the actual place of purchase or retailer. For example, Liquor Barn in Lexington, KY has several large signs posted througout their stores indicating that no sales will be allowed unless all in the party have valid IDs. Your Tates Creek Center, Lexington, KY location does not have such signage...at least not in clear and reasonable view. I am very dissapointed in your store's approach to a situation that had never been a situation before. Betty was rude, incoherent and downright offensive. I was not in any way insulting or rude to her, nor was I breaking the law. During her poorest example of proper customer service, several customers were staring and other cashiers stopped what they were doing to stare, promptly causing other customers to wait even longer to check out. And, to make matters worse, as we were leaving Betty began talking loudly to all who would listen regarding the previous situation.


    I'm demanding an apology, and since reasoning with Betty regarding 'store policy and state law' versus 'store routine' was obviously out of the question, I turn to you. I don't pretend to deny my responsibility to provide identification for purchase of alcohol. I am however, a 35 year old male who looks every day of it, and then some, and would always have my ID available if I were the one making the purchase. I have been under the impression that once you know your local Rite Aid staff, and they know you, tedious issues like providing an ID become moot. And, that had been the case for, as I mentioned earlier, several years. Betty, along with other store employees who have worked at that particular location for many years, have sold alcohol, cigarettes and other various items to me without question. Reason seems to have escaped Betty this time around and she became hostile.


    I am including a link to Kentukcy State Alcoholic Beverage Control law regarding prohibition of alcohol sales in this email to let you know that your employee is directly stepping outside her capacity as Rite Aid cashier, quoting laws that do not exist, and in the process alienating a long-time customer. Thank you in advance for your swift and courteous attention to this matter.


    Sincerely,


    Dick Carter


    http://www.abc.ky.gov/enforcement/alcohol/