According to eyewitnesses, the incident took place at a CVS location in Chicago when a customer — an African American woman — tried to redeem a coupon for a beauty product that was part of an ongoing promotion. The manager, however, claimed the coupon was “fraudulent” and refused to honor it.
The woman reportedly asked for an explanation, stating that the coupon had been mailed directly from the brand. Instead of verifying the code or contacting corporate support, the manager allegedly accused her of attempting to “scam” the store. Moments later, he picked up the phone and called the police.
Video footage taken by the woman shows the manager on the phone, visibly tense, as she calmly questions his decision. “You’re calling the police because I’m using a coupon?” she asks off-camera. “Yes, ma’am,” he replies. “I believe it’s counterfeit.”
The situation quickly drew public attention after the clip was uploaded to social media, where it racked up millions of views in just hours. Many viewers condemned the manager’s actions as unnecessary and racially biased. “Calling the cops over a coupon? That’s insane,” one commenter wrote. Another added, “This is how everyday discrimination plays out — subtle but dangerous.”
In a statement released later, CVS confirmed that the employee involved had been suspended pending an internal investigation. “We take matters of customer treatment and discrimination very seriously,” the company said. “We are reviewing the incident to ensure our employees handle all customers with dignity and respect.”
The woman, who has since been identified only by her first name, said she felt humiliated by the experience. “I just wanted to use a coupon like anyone else. I’ve never been treated like that before,” she told reporters. “He didn’t even try to scan it. He just assumed I was doing something wrong.”
Legal experts noted that while calling the police over store disputes isn’t illegal, it raises ethical and safety concerns. “When minor disagreements lead to police involvement, particularly involving racial bias, the situation can escalate unnecessarily,” said civil rights attorney Alicia Grant.
The local police department later confirmed that no charges were filed, as the coupon was verified to be legitimate.
This incident has revived calls for better employee training in conflict resolution and implicit bias. Activists point out that similar cases — often dubbed “coupon calls” or “shopping while Black” — have occurred in several retail chains across the country.
As public backlash continues, CVS has promised new diversity and de-escalation training for store managers nationwide. But for many viewers, the viral video serves as yet another reminder of how everyday moments — even something as small as a coupon — can reveal much larger social issues.
