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Complaint Details
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Initial Complaint
07/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My issue is with CVS Pharmacy in *********, IN. I have a prescription that was due for refill July 5. For over a week now I have been receiving texts from CVS saying the medication was being prepared. As of today still had not received notification that it was ready. I now have 1 remaining tablet & then will be out of med. When I contacted the Pharmacist was told that the med had not come in - no offer to try & find it at another ****************************** seem to care that I could be without medicine for several days. This is a medication that they have had the prescription for years that is due to be filled every 90 days.
Business response
07/09/2024
Good Afternoon,
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.
The District Leader reached out to ********** and spoke with her regarding her concerns. The District Leader explained to ********** they were not able to get the medication through the normal ordering process. However, the medication was received today and they did let ********** know the medication was filled and ready for pick up.
If we can be of further assistance, ********** can reach out to our Customer ******************** at ********************************* ***************) and reference incident number S-********.
Thank you,
****** |Executive Support, Retail Customer Care
***************************************************Customer response
07/09/2024
[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
07/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I went to cvs on Saturday June 29, 2024. I made 2 purchases the first one was makeup and diapers. Bought the diapers for the $10.00rewards. I had to go get drinks for my daughter and I for my second purchase. I did try purchasing 2 dove hair products. Was going to use my coupons and extra bucks toward the second order. I didnt have enough money for the dove products. So I had the manager at the store take them off. I proceeded to pay for my purchase. I said I didnt want to use my rewards on drinks. The second order still use the coupons and extra bucks. When on the receipt it does not show the extra bucks or coupons used. I paid with my EBT card. I did call customer service and spoke to **** and she could only see the diaper transaction. This digital era you should be able to see the second transaction. So home told me to wait an other 48 hours for the extra care bucks. Extra care bucks loads to the after the transaction. I told home it has been more than 48 hours since Saturday. Home was not helpful at all. I told her on the second call that I did not want to talk with her. I asked for a supervisor. Waiting on the supervisor to call back. It has been 15 minutes and NO call back yet.Business response
07/01/2024
On behalf of CVS Pharmacy, Inc., I would like to apologize to ************************************* for the experience with her Extracare account. At **********************, 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.
Extracare leadership called and spoke with **************************. She stated that she does not see where the $10 ExtraBucks were used on the 2nd purchase. As a courtesy, we've issued her $10 in ExtraBucks.
Additionally, we thank ************************** for her feedback regarding calls made to the CVS customer relations department and apologize that expectations were not met with call center agents. Those calls will be pulled and reviewed for any coaching and training opportunities.Customer response
07/01/2024
[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
06/28/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
The CVS at Target in *****, ** only gave me a 30 day supply of 90 day prescription of Jardiance 25 Mg Tablets on 06/25/2024. I left voicemail messages on 06/25/2024 and 06/25/2024 for the ******** CVS. I contact the customer support on 06/28/2024. **************** assured me a corporate supervisor would call return my call within a few hours. No call was received. I called my insurer, and they informed me that the window to refund and re-issue the prescription had passed and could not be corrected.1. CVS filled the prescription with the wrong number of pills.2. CVS failed to return my any phone calls at all 3. CVS failed to correct the problem in the insurance company guidelines.4.. CVS Corporate failed to respond to my complaint.Business response
07/02/2024
Good Morning,
On behalf of CVS Pharmacy, Inc.I would like to apologize to **************** for the problem encountered with his 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.
The District Leader has personally spoken with **************** regarding his concerns and apologized for the misunderstanding. The District Leader has also processed a refund for ***************.
**************** expressed he was pleased with the outcome and appreciated the efforts taken to address his concerns promptly.
If we can be of further assistance, **************** can reach out to our Customer ******************** at ********************************* ***************) and reference incident number S-11256648.Thank you,
****** |Executive Support, Retail Customer Care
***************************************************Customer response
07/02/2024
[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 #********. Although not all my concerns have been addressed, I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
06/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a 200 dollar gift card at. CVS location for Nordstrom. This was a Fathers Day gift and my father and to use the cards and there was no funds. I called Nordstrom and they confirmed the card was compromised and informed me cvs would need to address this and reimburse me. I called corporate and got a claim number and was informed I would get a call back in 7-10 days and never got a call. Spoke to corporate today and 2 managers and was pretty much told I was a thief and that cvs would not return my money because funds were used. I reached out to Nordstrom and they said it is cvs responsibility to help me and reimburse me. I have never ever been so insulted in my life. This was compromised and my father was unable to get his gift because CVS will not monitor their gift cards to see which ones are stolen. I will continue to fight this until cvs admits to their mistake, reimburses my money and provides an apology.Business response
07/05/2024
We thank ******************************************** for her patience while we researched this matter.
I am happy to report that our team was able to obtain a credit for the Nordstrom gift card in the amount of $200.00. In turn, we have issued a refund for that amount back to the card ending in 6874. The account holder will see their refund within 3-5 business days.Customer response
07/08/2024
[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
06/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was wrongfully terminated on 6-4 for violating shoplifter policy in the policy it states discipline leading up to and or termination I've never did anything wrong to the company I've been a great asset to them I'm confused onto why I couldn't get a write up, demoting,pay or hourly cut,or suspension instead they went for termination I'm struggling to find work i was just denied unemployment i have no financial help i can't pay bills,rent or buy food i have a sick elderly mother living with me I need helpBusiness response
06/26/2024
We appreciate ******** Post sharing her concerns and the opportunity to address them here.
With respect to Ms. ****** concerns, she should contact ***************************** in our Colleague ******************** at ************** and reference claim# ********.Customer response
07/01/2024
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.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
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,********
Initial Complaint
06/24/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Poor CVS Pharmacy **************** Caused a Life Threatening EventBusiness response
06/25/2024
Good Morning,
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.
The District Leader has reached out to ***************** regarding the incident and apologized for her experience. ***************** has refilled the medication at another pharmacy and doesnt plan to pick up the medication that is in the waiting bin at the CVS. The District Leader assured ***************** they will make the necessary steps to follow up with the CVS employees. ***************** appreciated the apology from the District Leader.
If we can be of further assistance, ***************** can reach out to our Customer ******************** at ********************************* ***************) and reference incident number S-11217357.Thank you,
****** |Executive Support, Retail Customer Care
***************************************************Initial Complaint
06/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
CVS sells Qvar (brand name) Inhalers 3 packs for $80. The cost for just one inhaler is $60. So customers are lead to believe that they will save money if they buy the 3 pack from CVS. However, every time (3 times over the past 6 months) we've tried to purchase the 3 pack from the CVS Pharmacy they've only had one on the shelf. They will then tell us our prescription is ready (the prescription specifically says 3 pack) and try to sell us the one inhaler for $60. And when we tell them we want the 3 pack they will pressure us to buy the one pack. We have been sent to other CVS stores only to be met with the same tactics, they tell us our prescription is ready, then when we pick up, we are told that they also only have one and the cost will be $60. We've asked that the one pack be prorated to $26.67, but they say they can't do that. During the week of June 17, 2024 we needed a Qvar refill. We knew this had been a problem in the past and we tried to avoid it by calling ahead. We specifically asked if they had the 3 pack. They told us they only had one and the cost would be $60. We told them we wanted the 3 pack for $80, and they said they would have to order some more but it would be in the store in a few days and they let us know when the 3 pack was ready. A few days later (June 21) we received a message saying our prescription was ready. When we got to the CVS Pharmacy they again only had one and again tried to pressure us into paying $60 for one instead of $80 for 3. This business is, intentional or not, telling its customers that the Qvar inhalers are 3 for $80 then trying to sell the inhalers for $60 each when they don't have the inventory. They SHOULD either keep the inventory on hand, or prorate one pack if they don't have the correct number.Business response
06/24/2024
At CVS, our goal is to be a trusted partner in our patients healthcare. As such, we appreciate Wiley ***** sharing their concerns and the opportunity to address them here.
In order for us to research and respond to these concerns properly, we would need more detailed information. Please provide the store location and the patient's date of birth.Initial Complaint
06/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On June 1, 2024, I began with a new ******** Advantage plan through United Healthcare. Prior to that date, whenever I had a prescription waiting for me at Store #****, I was notified via text message. However, United Healthcare told me to transfer my prescriptions to Optum Rx, so I followed their instructions. I have to mention that my attempts to log into my account on uhc.com failed repeatedly and I made many notices of this problem. Only today was I finally given instructions that allowed me to log into my account. To my dismay, however, I discovered that CVS had posted notices of two prescriptions that allegedly are waiting for me at Store #**** for which I received no text message notice. To make matters worse, both prescriptions are for medications that I no longer take! I don't know if I can blame CVS for this problem, but I do know that before relocating to my current address, Store #**** in **********, ** had made a lot of trouble for me and even demanded that I travel 40 miles to them to pick up prescriptions after I gave instructions to transfer them! Only one employee in the DC store gave me quality service always, a man named ******; the others seemed to take delight in making the life of a disabled 72-year-old male more miserable!My insurance is helping me move my prescriptions to Optum Rx because they will charge me less and will deliver the prescriptions to my home. That added service is valuable to me because of my age and my disabling conditions. I just want to know why Store #**** stopped sending me texts and chose instead to post notices on an account that I could not access! UHC is not guilt-free, but I cannot understand why the text messages ended without any notice given to me!Business response
06/24/2024
We appreciate *************************** bringing this matter to our attention and the opportunity to address his concerns.
District Leader, *********************** apologized to ************ and has taken the necessary steps to address his concerns. Current medication list and text message preferences were updated per Mr. ***** request. ************ was appreciative for the outreach and resolution provided.Initial Complaint
06/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I signed up for ********** rewards in March 2024. In April and May, I used the rewards without any issues. In June, I was not able to use any of my rewards. Several calls to the toll-free number did not accomplish anything. My ********** rewards number is 476-5531-2401-60. I would like to get my rewards, about $21.09 to be used, please. I have one reference number, which is: S-********Business response
06/28/2024
At this time, we are engaging with our team members to investigate and resolve the customers concern as appropriate. ********************** will provide a further reply when we have additional information. We appreciate your patience as we work to resolve your inquiry.Customer response
07/01/2024
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.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
While I appreciate that the back office is attempting to correct the issue with my CVS card, I would prefer that the complaint remain open until such time as I am able to confirm that the card works in the store. That will happen next week when I get the July award of Ten Dollars.
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
07/03/2024
We appreciate ************************* bringing this matter to our attention and the opportunity to address his concerns. Our ExtraCare support team has been in contact with **************** regarding his account and he approved changes needed to correct the issue.
We will be happy to work with **************** should further issues arise. **************** can reach out to our ******************** at 1-800-SHOP-CVS ***************) and reference incident number S-********.Initial Complaint
06/19/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a Fandango gift card for $25 on June 10, 2024. On June 16, when I went to scratch the panel to reveal the pin, the entire writing came off rendering the card unusable. I returned to the store with the card and receipt and they said "We only sell them. You'll have to call this number." I called the number provided on June 16 and they took a report and provided me with case# S11185963. However, to date I have heard nothing. Attached are photos of my receipt and the defective gift card. I would like a replacement card in the amount of $25.Business response
06/24/2024
We thank Mr. *********************** for his patience while we researched this matter.
I am happy to report that our team was able to obtain a credit for the Fandango gift card in the amount of $25.00. In turn, we have issued a refund for that amount back to the card ending in 3845. The account holder will see their refund within 3-5 business days.Customer response
06/25/2024
[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,
**********************
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