Complaints

This profile includes complaints for CVS Pharmacy, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  CVS Pharmacy, Inc.

  1 Cvs Dr Woonsocket, RI 02895-6146

• 

  CVS Pharmacy, Inc.

  PO Box 53991 Phoenix, AZ 85072-3991

• 

  CVS Pharmacy, Inc.

  180 Somerville Ave Somerville, MA 02143

• 

  CVS Pharmacy, Inc.

  2755 Canyon Springs Pkwy Riverside, CA 92507-0932

• 

  CVS Pharmacy, Inc.

  1515 NW 13th St Gainesville, FL 32601-4056

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am traveling on 5/4/2025. My prescription for Ambien is due for a refill on 5/5/2025.I contacted my doctor and told her I would be traveling and required a new prescription a few days ahead of when my next refill would be. She sent a new prescription to CVS on 4/21/2025.On 5/1/2025, I contacted CVS to let them know I need this medication for upcoming travel, and there was not a pharmacy at my destination to fill this. I noted there is a 2 day vacation override option on the CVS.com website.*****, the "Pharmacy Manager", told me he refused to submit my refill earlier than 1 day before the refill date, which would be during my travel. I have 6 pills to last 11 days on travel. I asked specifically "How can I get my medication or make sure I don't run out?"***** specifically told me that I would have to find another source or "go without".I am absolutely appalled by the lack of respect and unempathetic response from a "medical professional" who does not care at all about his patients or customers. I asked to speak to the store manager to which he replied "He will be back later."I am stuck without a resolution, or next steps. I suffer from severe anxiety and am having panic attacks about not having enough medication for my trip. I have been on the medication for years, and have never had an issue, but now I am treated like disposable trash.

  Business Response

  Date: 05/02/2025

  On behalf of CVS Health, I would like to apologize to ******************** for his experience obtaining an early fill.
  
  Ensuring that patients with a legitimate medical need have access to medication is part of CVS Healths purpose of helping people on their path to better health. At the same time, the abuse of controlled substance medication is a nationwide epidemic that is exacting a devastating toll upon individuals, families and communities. Pharmacists have a legal obligation under state and federal law to determine whether a prescription for a controlled substance can be filled. They evaluate each controlled substance prescription and consider a variety of factors when exercising their professional judgment as to whether or not they can assist with an early fill.
  
  If we can be of further assistance, Mr. ********* can reach out to our ***************************** at ********************************* ***************).

  Customer Answer

  Date: 05/05/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This response did not address the unprofessional behavior exhibited by the pharmacist, or the corporate call center. The 1800ShopCVS number was unable to assist me further after calling. Leaving no option for patients to get their medicine is not acceptable and the issue has not been rectified.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 05/06/2025

  We regret that we have been unable to assist Mr. ********* with an early fill. We feel that all reasonable attempts have been made to provide a satisfactory outcome.
  
  Regarding service opportunities, we have shared their additional feedback with the appropriate leadership teams. While we cannot share specific details of our internal process, please be assured that we are taking steps to improve the overall customer service experience.

• Initial Complaint

  Date:04/29/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I picked up my prescriptions on 4/11/2025. I paid $73.94. I was overcharged. They did not charge me my insurance amount. My husband picked up a refill for me on 4/29/25 and was charged my insurance rate! What a difference. He asked about the difference in price and was told there was nothing they could do. I would like a refund for being over charged.Thank you.

  Business Response

  Date: 05/04/2025

  On behalf of CVS Pharmacy, Inc. I would like to apologize to ***** ****** for the problem encountered with her local CVS. At CVS, our goal is to be a trusted partner in our patients' health care. When we find that we have disappointed a patient, we believe that it is important to understand what happened and to take the appropriate action.
  
  Field leadership spoke with Mrs. ****** to resolve her concerns. Field leadership has also taken this opportunity to reinforce with the store team the importance in thoroughly reviewing all notes in a profile to ensure a smoother patient experience moving forward. 
  

  Customer Answer

  Date: 05/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:04/25/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ******* ********** had a package that was overnighted to the CVS Access Point addressed to the CVS in *************************. The *** tracking states that the package was delivered to this CVS and sign for by ******* Wednesday the 23rd of April. I've been informed ******* is an assistant manager. On the 24th I went into the CVS store and spoke to ****** who informed me that she had just given the package back to the *** driver because I didn't work there. Even after explaining to her that CVS is an access point she offered no solution. I called *** and they were unable to help me at that time due to the tracking not being updated. It is now the 25th and the tracking has still not been updated. There was no in-store manager at CVS and I had to wait till today speak to the store manager over the phone and her name is ***** I believe. ***** double down with what ****** had said. ***** had said there was something wrong with the label and that access point is just for people have packages delivered to their home address. This is not the policy. This is also the first time I've encountered this at any CVS and I've received packages at numerous CVS's all throughout the country. CVS *** access points our designated online. This store violated its policy with *** by returning the package prematurely. The package had already been sitting at CVS after being signed for by ******* over 24 hours. If what ************************* said was true this package should have never been accepted & signed for in the first ********** would have been refused at delivery.I called to make a complaint with CVS headquarters customer relations phone number. The gentleman I spoke to said they would review my complaint S-12962583 & take action. I requested to be contacted about this from the leadership team he was talking about and he told me that they would not contact me.That is highly unprofessional & unacceptable. I want these employees held accountable and to be contacted by CVS.

  Business Response

  Date: 05/02/2025

  On behalf of CVS Pharmacy, Inc., I would like to apologize to Mr. ******* ****** for the experience with his local CVS. At CVS,our goal is to make our customers' shopping experience easy. When we find that we have disappointed a customer, we believe it is important to understand what happened, and to take the correct action.
  Our field leadership team has spoken with Mr. ****** to address the concerns and apologize for the situation. We appreciate the effort in bringing this matter to our attention, allowing us to address it and prevent future occurrences.
  If we can be of further assistance, Mr. ****** can reach out to our ***************************** at ********************************* ***************) and reference incident number S-12963756.

  Customer Answer

  Date: 05/05/2025

  I have spoken to ***** **** who showed concern & attention to my complaint. He assured me actions would be taken to correct employee knowledge & conduct. He also assured to me the correctness of CVS / UPS Access point policy. I enjoyed speaking with Mr. **** & appreciate his professionalism & attention to my case

  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:04/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Visited the location on ****************** in ******* ***** on 04-25-2025.Went in store to purchase, while in store I needed to use the restroom. Doors were locked asked pharmacy if they could assist they told me to go to the front of the store and ask. Asked them to call for assistance to the rr they refused until I pulled out my phone and asked again. 7 minutes went past and no one came out to assist. Ended up calling the store and ****** answered and I let him know that I needed to use the bathroom. I watched him radio the operations manager to come out. Once the ops came out I asked if he could open the restroom he said no very rudely and walked to the front. ****** finally came back to open the restroom total of 20 minutes to get any help. Once finished I decided not to purchase anything because of the way I was treated by the staff. Asked for dm information and was told no but given a corporate number. I explained to ****** that customers should be their priority and there shouldnt be any attitudes toward customers because the store is understaffed. ****** kept cutting me off not acknowledging anything I stated. Will not be returning to this location and will be posting a review of the unprofessionalism Ive endured.

  Business Response

  Date: 05/01/2025

  We appreciate Mr. ******* ***** bringing this matter to our attention and apologize for his experience.
  
  District leader, ***** has been in contact with Mr. ***** to discuss this experience. He has taken steps to address the issues raised by Mr. ****** reinforcing with the team the importance of good communication and patient care. Mr. ***** was appreciative for the outreach and resolution provided.
  
  If we can be of further assistance, Mr. ***** can reach out to our Customer Relations team at ********************************* ***************).

  Customer Answer

  Date: 05/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:

   

  mr. ***** has addressed my issues and has successfully fulfilled my request.
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:04/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this complaint regarding a denied refund and unprofessional conduct by the store manager.On April 9, 2025, I purchased several CVS Health brand supplements from this store. On April 17, 2025, I returned to the same location to request a refund. I had the original receipt, the items were unopened, and the return was well within the eligible return period. These were CVS store-brand products, which are advertised as eligible under the companys 100% Money Back Guarantee policy.Despite clearly meeting all conditions, the store manageridentified as Scottrefused the return. He claimed the packaging lacked a barcode and that the product was out of stock, making it impossible to scan. This issue is entirely internal and unrelated to me as a customer. When I referenced the refund policy, he responded with:But we also reserve the right to limit or refuse returns.This statement was used as a blanket excuse to override a valid refund policy. I believe this reflects an abuse of managerial discretion and a deliberate denial of a clearly entitled refund.Additionally, Manager ***** conducted himself in an extremely unprofessional manner:He was not wearing a CVS uniform, appeared unkempt, with messy hair, unshaven face, and strong body odor that made me physically uncomfortable. At first, I mistook him for a homeless person entering the store.His attitude was rude and dismissive. While I was calling CVS **************** on site to address the issue, he disappeared from the floor and never returned, avoiding all further engagement.I had already reported this issue to CVS (Case #: S-12920022), and I am filing this BBB complaint to ensure accountability and seek further resolution.Resolution Requested:A full refund for the eligible return, per CVSs publicly stated satisfaction guarantee.A formal apology from CVS.A review and appropriate action regarding the store managers conduct and failure to uphold corporate policy and customer service standards.

  Business Response

  Date: 04/28/2025

  At CVS, our goal is to be a trusted partner in our patients healthcare. As such, we appreciate ******* **** sharing his concerns and the opportunity to address them.
  
  District leader, ***** has been in contact with Mr. **** to discuss this experience. He has taken the necessary steps to address the issues raised by Mr. **** and will help coordinate the return.
  
  If we can be of further assistance, Mr. **** can reach out to our Customer Relations team at ********************************* ***************).

  Customer Answer

  Date: 04/28/2025

  Dear BBB,
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint ********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. However, I would like to take this opportunity to provide additional feedback regarding broader concerns that arose from this experience.
  
  First, I would like to express my sincere appreciation to Mr. ****** ****** the District Leader, who contacted me shortly after BBB received my complaint on Thursday, April 23, 2025. Mr. ***** reached out on Friday, and we arranged for me to visit a designated CVS store at:
  > ************************************************
  where **** would assist with my refund.
  
  On Saturday afternoon, I arrived at the store but initially could not find ****. After contacting Mr. ****** he coordinated via phone with the store manager, and **** appeared to help with my return. However, due to the missing barcode on the product packaging, the transaction could not go through the system smoothly as usualthis was the exact same issue that initially caused my refund attempt to fail at the original CVS location. Initially, I was supposed to receive a full refund to my original payment method, as per CVS's 100% Money Back Guarantee. However, due to ongoing system limitations, the store first proposed issuing a *********. When the system also blocked the MoneyCard issuance because of the amount involved, the store finally compromised by offering a Gift Card, which I accepted to conclude the process.
  
  Regarding Mr. ****** *****:  
  I would like to highly commend Mr. ***** for his timely response, professionalism, and effective communication throughout this process. He deserves a five-star rating for his efforts.
  
  
  ---
  
  
  However, I would also like to point out several broader concerns regarding CVSs management and operations:
  
  1. Delayed Response Without BBB Intervention:  
  I initially contacted CVS Customer Relations and filed a complaint on April 17, with an official email confirmation (See attachment). However, CVS only responded effectively after my BBB complaint was filed (which I assume most consumers are not aware of the BBB complaint option). This raises a serious concern: without the BBB's involvement, would my initial complaint have simply been ignored or indefinitely delayed?
  
  2. CVS System Limitations:  
  The refund process was repeatedly hampered by technical problems:
  - First, because of missing barcodes, the system could not recognize the product.
  - Later, when attempting to issue a MoneyCard, the system rejected the transaction because the refund amount was too high.
  Such persistent system issues seriously undermine customer service and should be addressed immediately.
  
  3. Poor Store-Level Communication:  
  The communication breakdown at the store level was, frankly, absurd. To process a simple return, the following ridiculous communication chain was needed:
  - I called Mr. ****** ***** (District Leader),
  - ****** then called ****** ****** ****** (Store Manager),
  - ****** then called **** (the staff member assisting me),
  - while I was standing face-to-face with **** during the entire process.
  It was such an outrageous and inefficient situation that four people were involved via a series of phone calls just to process a basic refund. 
  
  Meanwhile, the store manager ****** ****** ****** remained a "mysterious figure"refusing to appear in person despite being directly involved in the coordination. Later, when I tried to find his name inside the store, I discovered that unlike the usual CVS practice (where store managers' names are displayed near the entrance), Taylors nameplate was hidden deep in an obscure corner, nearly impossible to locate without deliberately searching for it (See attachment).
  
  4. Systemic Policy Enforcement Issues at CVS:  
  CVS clearly advertises a 100% Money-Back Guarantee for all store-brand products, meaning:
  - If a customer has a valid receipt, a full refund to the original payment method must be provided.  
  - If no receipt is available, a refund should be issued via MoneyCard based on the lowest advertised price.
  - Importantly, no specific reason or condition is required for the return.
  
  However, based on my personal experience in ************ among ALL CVS stores I visited, NONE consistently enforced this policyexcept for one location:
  > CVS at ****************************************
  
  At all other CVS stores, despite having receipts and even barcodes, staff routinely employed obstructive language to avoid processing refunds. Typically, they would first ask if the customer had a receipt. If not, they would refuse the return. If the customer did have a receipt, staff would often still refuse by insisting that returns could only be made at the original purchase locationcontradicting CVSs clearly stated, unconditional 100% Money-Back Guarantee for store brands. This widespread inconsistency and customer obstruction suggest a system-wide failure to properly implement company policy at the store level.
  
  
  ---
  
  
  Special Acknowledgment:
  
  I would like to extend special thanks to the older lady staff member at CVS **************************************** who processed my return in full accordance with CVS policy and treated me with professionalism and respect. Her exemplary service deserves formal recognition.
  
  
  ---
  
  
  Final Note:  
  While my specific case has now been resolved, I strongly urge CVS to take these management and operational issues seriously. No customer should have to escalate to the ******************** simply to receive fair treatment under clearly advertised policies. 
  
  Also, a big thank you to the BBB team for their assistance in facilitating communication and helping to ensure that consumer concerns are properly addressed!
  
  
  Kind regards,  
  Xiangyu

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pick medication at cvs east main they only asked morning at night. After I left cvs I cant take this because of my allergy. I paid medication out of my pocket. Which I cannot take. Supervisor told she can not take medication and I did not open the package.

  Business Response

  Date: 04/28/2025

  We appreciate ***** ***** sharing her concerns and the opportunity to address them here.
  
  We can confirm that the pharmacist apologized and issued a full refund for the item in question. 

  Customer Answer

  Date: 04/28/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:04/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gift card was purchased for me by father in law on 12-5-24 for $50 Amazon. When I opened gift card itself the number had been scratched out. The package was sealed (or resealed if you will) The number had been stolen and so I returned to CVS, they told me I needed the receipt so I returned with that. They stated they couldnt help me. And I needed to call corporate. I called corporate (case # s12419646) and they wanted photos so I sent those and then I heard nothing from them. I contact them every month and still silence. This store should not be allowed to sell gift cards if they cant keep them from being stolen.

  Business Response

  Date: 04/29/2025

  We appreciate Ms. ****** ******** for bringing this matter to our attention and apologize for the issues experienced.
  
  I am happy to report that our team was able to escalate this matter to our vendor and we obtained a credit for the Amazon in the amount of $50.00. In turn, we have issued a refund for that amount back to the card used on this purchase. Ms. ******** will see the refund within 5-10 business days depending on her financial institution.
  
  If we can be of further assistance, Ms. ******** can reach out to our ***************************** at ********************************* ***************).

  Customer Answer

  Date: 04/30/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:04/22/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,On 9/2/2024, I placed online order #********* for in-store pickup at CVS, which included Nordic Algae supplements. CVS staff packaged the order and gave me a product that had expired in 2023. Both my son and I consumed the expired supplements and became seriously ill experiencing ****************, cramping, and diarrhea ultimately requiring ER visits for both of us.When I returned to the store to report the issue, staff were dismissive and unprofessional. One employee stated, We have over ***** items some can be expired, while another refused to complete an incident report until I insisted. Neither asked how we were doing, and I was denied a refund.I have since been in contact with CVSs third-party claims administrator, ********, but their settlement offer does not come close to addressing the full extent of the harm or CVSs clear negligence.Desired Resolution: I am seeking a fair settlement for the harm caused to me and my son, including compensation for medical costs, emotional distress, and missed work, as well as a formal apology from CVS for this serious oversight.

  Business Response

  Date: 04/23/2025

  We appreciate ***** ***** bringing this matter to our attention and apologize for this experience.
  
  Our risk management team has assigned this claim to risk analyst, ****. She has provided direct contact information and will communicate directly with ***** ***** during the investigation process.

• Initial Complaint

  Date:04/20/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a loyal customer of this ********************** location (CVS, ***********************************) for the past 20 years. On April 20 2025, my wife was experiencing severe pain, and her doctor sent a prescription to this location at approximately 5:10 PM. It was a prescription for a single pain medication.I arrived at the pharmacy pickup counter at 5:57 PMthree minutes before closing time (6:00 PM). However, the young female pharmacist informed me that the pharmacy was closing in one minute and that they would not be able to fill the prescription. I explained that the patient was in severe pain and kindly asked for their help.I then spoke to another pharmacist, who was filling prescriptions, stated that the systems shut down at 6:00 PM and that it was no longer possible to process prescriptions. I find it deeply troubling that CVS would shut down its systems right at closing time, even when customers are still present and in urgent need of care.Rather than filling the prescription, I was advised to visit another location. This is unacceptable, especially from a business operating in healthcarean industry where timely service is critical and often life-impacting.They directed me to a 24-hour CVS in ******, but I could not find any CVS pharmacy in Frisco open 24 hours, either on-site or on CVS.com. The nearest 24-hour location was actually in **********, *************** a 30-minute drive from the original pharmacy. Expecting a customer to drive an hour round trip for essential medication, while the patient is in pain, is both unreasonable and inhumane.I respectfully request that the United States Department of Health and ************** investigate CVSs practices and take appropriate action to ensure this does not happen to other patients in the future. CVS should be immediately required to provide adequate training to pharmacy staff, especially those working in critical roles, to prioritize patient care and prevent unnecessary suffering.

  Business Response

  Date: 04/22/2025

  At CVS, our goal is to be a trusted partner in our patients healthcare. As such, we appreciate Mr. ***** ****** sharing his concerns and the opportunity to address them.
  
  District leader, ***** has been in contact with Mr. ****** to discuss this experience. She has taken the necessary steps to address the issues raised by Mr. ****** reinforcing with the team the importance of good communication and patient care. Mr. ****** was appreciative for the outreach and efforts to resolve this concern.
  
  If we can be of further assistance, Mr. ****** can reach out to our Customer Relations team at ********************************* ***************).

  Customer Answer

  Date: 05/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  

• Initial Complaint

  Date:04/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 31st, CVS wrote on my CVS purchases under my CVS account that they processed my refiund in the amount of *****, transaction # ****, from store # ****. To this day, I have not received the amount. I have attempted to speak to a supervisor via telephone, and I keep getting the run around. I spoke with somebody named *****, who says he cannot see the refund on my account, I mean, of course he can't, because they didn't process it! I spoke to another person, on April the 11th, who claimed that he could see that the amount hadn't been processed and he promised to refund me the amount , and the ***** amount, by the end of 305 business days. Today is April 19th, and I still haven't received them. I tried to reach out to a supervisor , and she hung up on me. I want refunds. I want to speak to a director from CVS who can see my extra cafre account and see where it says refund under each item. I want a phone call from only a director.

  Business Response

  Date: 04/20/2025

  We appreciate ******* Santabna sharing her concerns and the opportunity to address them here. 
  
  After reviewing the concern and the attachments provided by Ms. ********* we found that none of the attachments match what is being looked for. To assist further, we kindly ask for the receipt of the transaction being referred to.