If you were already in the bathroom when the customer came to the counter this makes zero sense. You sure the woman didn't claim you ignored her and told her you needed to use the bathroom and that you would take care of her when you got back? That would make far more sense. Advice and council would never recommend a write up for someone walking up while you were in the restroom. You could have easily been out in the aisle assisting another customer.

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Now if they were standing there and you never acknowledged them before stepping out (which I couldn't see most Rph doing) then that's on you IMO.

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I'm guessing she emailed Larry Merlo directly (assuming you're at CVS) which always gets escalated much faster than a typical customer complaint to a DL.

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In anycase there is zero chance a write up is going to stand if you were in the bathroom and customer walked up and then left and complained before you came back. That could easily be fought and won.