A viral social media video has exposed what appears to be a shocking lack of basic customer service and empathy at a CVS Pharmacy location in New Jersey. The footage, which has sparked widespread outrage online, shows multiple employees openly mocking and berating an elderly man who was having difficulty using the store’s digital prescription kiosk.<\/p>\n
The incident was captured and shared on TikTok by user @beautifulrose83, who was shopping at the CVS on Harding Highway in Mays Landing when she witnessed the altercation. The video, which has amassed hundreds of thousands of views, begins with the elderly customer visibly struggling to complete his transaction on a touchscreen kiosk. He can be heard asking the staff for assistance with confirming an on-screen prompt.<\/p>\n
Instead of offering patient guidance, a female CVS employee responds with palpable irritation, stating loudly, “The BLUE.” When the man attempts to use a stylus pen attached to the device, she curtly informs him it doesn’t work. As the transaction fails to process, her frustration escalates, and she demands, “Did you hit the blue?!” in a tone that viewers have described as contemptuous and demeaning.<\/p>\n
Upon hearing one employee sarcastically tell the man, “It wasn’t that hard,” the TikTok user decided to intervene. She approached the counter and calmly pointed out to the staff that not everyone finds digital technology easy to use, especially older individuals who may not be digitally native. Her attempt to advocate for basic courtesy was immediately rebuffed.<\/p>\n
“They told me to ‘mind my business,'” @beautifulrose83 recounts in her video. When she persisted, explaining that their comment was rude and unhelpful, the same employee reacted with defiance. “It’s NOT!” the worker retorted, seemingly baffled by the criticism and completely unaware of the inappropriate nature of her behavior. The TikToker then asked to speak with a manager but was informed none were present at the time.<\/p>\n
The video has ignited a firestorm of criticism in the comments section and across other social media platforms. Viewers have universally condemned the employees’ conduct, framing it as a profound failure of both professional responsibility and basic human kindness. The incident has tapped into broader societal concerns about how vulnerable populations, particularly the elderly, are treated in increasingly automated retail environments.<\/p>\n
This confrontation highlights a growing point of friction in the consumer experience: the rapid, often uncompromising, shift to self-service technology. While digital kiosks and online systems offer efficiency for businesses and many customers, they can create significant barriers for those less comfortable with technology. Pharmacies, in particular, serve a high proportion of older adults who may be managing complex health issues, making patient and clear assistance not just a courtesy, but a critical component of care.<\/p>\n
The employees’ reactions suggest a concerning normalization of impatience. Their inability to recognize why their behavior was problematic\u2014evidenced by the defensive “It’s NOT!” response\u2014points to a potential gap in training or a toxic workplace culture that prioritizes speed over service and dehumanizes customer interactions.<\/p>\n
This is not an isolated complaint against large pharmacy retailers. In recent years, chains like CVS and Walgreens have faced increasing scrutiny and customer backlash over declining in-store service. Common grievances include understaffing, long wait times, and employees who appear overworked, stressed, and disconnected from customer needs. This video provides a visceral, documented example of these systemic issues manifesting in outright hostility.<\/p>\n
The incident raises serious questions about corporate responsibility. While individual employees are accountable for their actions, the environment that enables such behavior is often shaped by corporate policies, staffing levels, and training programs. Customer service roles, especially in high-stress environments like pharmacies, require specific training in de-escalation, empathy, and assisting vulnerable customers. This video suggests such training may be lacking or ineffective.<\/p>\n
Beyond public relations, there are ethical and potential legal dimensions to consider. While not necessarily illegal, treating a customer with contempt based on a perceived lack of technological skill\u2014a trait often correlated with age\u2014edges toward discriminatory behavior. It violates the fundamental ethical contract of a service business: to treat customers with respect. For a pharmacy, which operates within the healthcare ecosystem, this ethical breach is even more significant.<\/p>\n
The court of public opinion has already delivered a swift verdict. The viral nature of the video means the reputational damage to this specific CVS location, and by extension the brand, is significant. In the age of social media, one poor interaction can be broadcast to millions, making consistent, compassionate customer service a business imperative, not just an ideal.<\/p>\n
The role of the bystander, @beautifulrose83, is a central part of this story. Her decision to film and share the encounter demonstrates how smartphones and social media platforms have empowered consumers to hold businesses accountable in real-time. Where a formal complaint to corporate headquarters might have gone unanswered, a viral TikTok video guarantees a response.<\/p>\n
This creates a new dynamic for retail businesses. Employees are constantly in the spotlight, and their interactions are potentially recordable and shareable. This should incentivize companies to foster cultures of respect and provide the support staff need to handle challenging situations professionally. However, it also raises questions about privacy and the ethics of filming people without their consent, even in public-facing roles.<\/p>\n
As of the time of writing, CVS Health has not issued a public statement specifically addressing this viral video. Standard protocol for such incidents typically involves an internal investigation, potential disciplinary action for the employees involved, and outreach to the affected customer. The company may also use this as a case study for reinforcing customer service training across its network.<\/p>\n
A meaningful response would need to address both the specific incident and the systemic issues it represents. This could include reviewing staffing models to ensure employees have the time to provide attentive service, implementing mandatory empathy and elderly-assistance training, and perhaps re-evaluating the user-friendliness of their in-store technology for all demographics.<\/p>\n
The most poignant commentary on the video came not from corporate analysts but from everyday viewers. One widely echoed comment stated simply, “Being a good human isn’t hard.” Another offered a powerful dose of perspective: “One day, you will get old. You will have brain fog and forget some things. You will forget how to do something routinely when you have done it with your eyes closed in the past. Learn to be patient, be kind, lend a hand, help guide, stand up for someone who may need your help.”<\/p>\n
This sentiment cuts to the heart of the matter. The incident in New Jersey is more than a customer service fail; it’s a lesson in shared humanity. It underscores that technological progress must be matched by social and emotional intelligence. Efficiency gains are meaningless if they come at the cost of compassion and dignity. As retail, banking, healthcare, and nearly every other service sector continue their digital transitions, the human element cannot be designed out of the equation. The employees who mocked a struggling man may have saved a few seconds, but in doing so, they lost sight of their fundamental role: to help. In the end, the most advanced system in any store is not the touchscreen kiosk, but the capacity for kindness and understanding between people.<\/p>\n","protected":false},"excerpt":{"rendered":"
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