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. has 4159 locations, listed below.

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• 

  CVS Pharmacy, Inc.

  1 Cvs Dr Woonsocket, RI 02895-6146

• 

  CVS Pharmacy

  271 Mammoth Rd Manchester, NH 03109-4124

• 

  CVS Pharmacy

  366 Amherst St Nashua, NH 03063

• 

  CVS Pharmacy - (All NYC Locations)

  1622 3rd Avenue New York, NY 10128

• 

  CVS Pharmacy - (All Long Island locations)

  2419 Hempstead Turnpike Clear Meadow Plaza East Meadow, NY 11554

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:11/30/2022

  Type:Delivery 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.

  On November 23rd, 2022, I placed a pick up order for 6 items totaling $28.31. I chose the CVS location: *******************************************. I retrieved my items at checkout; however, I failed to inspect the bag to ensure all items were there. I loaded the oversized bag in the trunk of my car, & noticed I only had 4 items. As quickly as I left the store was as quickly as I returned to address the matter. Citing no issue or fault of my own, I pulled up my mobile invoice just to make sure I placed the order correctly. As the image will show, I paid for 6 items. I was directed to speak with "***," who is the store manager. Without hesitation, & no room for explanation, he was not only aggressive & defensive, but accusatory in nature. I was made out to be a liar since he was confident he bagged all the items, as he fulfilled the order himself. I told him that I recognize that I failed to inspect the bag in-store; however, I am confident nothing fell out in my trunk (or nearby) & that I would gladly allow him to inspect my vehicle. He proceeded to ask me what I wanted him to do, & I simply told him I want the items I paid for. At this point, he threw up his hands & told me to follow him to grab the items. These items are listed as double quantities. He snakily remarked that he hoped I find the items.Again, there was no need for me to match his nastiness as I have nothing to gain from scamming a company of deodorant & menstrual pads. Plus, I was not lying! I continued with my day, heading back to the Briargate area (roughly 7 miles out) when I received a missed call from said store manager, as the transcript will depict. It was enough that I was deeply troubled & disgusted by his accusations, but the harassment continued. I proceeded to return to the store to speak with him directly; however, he was not there. I instead spoke to ****, & explained the ******* **** was very apologetic. From what I gathered, *** is a "mean" boss. This was **** near a false shoplifting arrest.

  Business Response

  Date: 12/05/2022

  We apologize for ****************** experience. Field Leadership has spoken with the manager who had the interaction. They have addressed all service opportunities to ensure this issue does not occur again. 

  Customer Answer

  Date: 12/06/2022

  [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. 
  

  I will like to add that although I accept the action, it's more to set this matter behind me; however, the company failed to exercise any tangible efforts to truly remedy a situation that would've caused a major civil suit had said manager proceeded with a false stop. If a slap on the hand is what fixes it from happening again, then best of luck trusting that decision. 

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

• Initial Complaint

  Date:11/30/2022

  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.

  On 11/21/22 I went to CVS store #***** to purchase mucinex. The cashier rung in 2 boxes instead of 1 by mistake and instead of voiding the second item, she charged me for 2 boxes at $16.99 each. In addition, she carelessly used my extra bucks to pay for entire transaction. The **********************, could not fix the issue in store and refund my $20 in extra bucks that was taken from me. He asked me to return the next day (11/22/22). I did, and again he was unable to resolve the issue. He suggested I call customer service. Customer service advised me they could not help me, because the issue had to be resolved in the store. I also emailed customer relations one week ago and have not received a response. I left the store with only 1 box of mucinex although I was charged for 2. I would like the $20 in extra bucks to be refunded back to my account as I have spent money in CVS to obtain the extra bucks in the first place.

  Business Response

  Date: 12/05/2022

  We appreciate ********************** bringing her concern to our attention. ***** Leadership has investigated and found that she got charged twice due to the system freezing in the middle of the transaction. The store manager called ********************** and was able to refund her for what she didnt buy. He printed out the extra bucks she entitled to and she said she will come to the store this week to pick it up.

  Customer Answer

  Date: 12/06/2022

  [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:11/30/2022

  Type:Product 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 November 27 2022 I purchased two BinaxNow Covid test kits. When going into the store I went to the pharmacy counter and was told that those kits were at the front counter. Upon checking out, I asked the clerk ***** about filing a claim to get these paid by insurance. I am on ********* She told me that they do not file insurance claims that I would have to do it myself. She told me not to loose the receipt as it had instruction on how to file a claim. I then went home and contacted ******* at ******** on November 27 2022 at 1:29 via chat. She told me that "Usually they are supposed to submit the claim you cannot yourself" that was at 1:32. I then went back into the store and explained the situation to *****. I then talked to the manager on duty ****. He did not seem to have any idea on how to handle the situation. I was directed to the pharmacist. He told me that yes, they do file claims with insurance companies. I was then told that I was supposed to get the test kits and bring them back to the pharmacy and they would file the claim. That is in direct conflict with what ***** told me. She was very clear the they did not file claims and she had never done it. At time of purchase I asked specifically about filing a claim, she at not time told me to take the kits to the pharmacy and they would file a claim. This shows a complete lack of training, that is something she should have known. The pharmacist and **** attempted to refund my purchase and I was told that they could not be returned that all sales were final. All I was asking for was for them to void my original order and key the order in at the pharmacy so insurance claim could be filed. I was not asking for a refund. They kept telling me that there was nothing they could do. When I asked when the store manager would be in **** told he did not know and did not have any idea as to the managers schedule. At this point I want a complete refund for these two kits or filed with my insurance ***

  Business Response

  Date: 12/02/2022

  We apologize for **************** experience and appreciate him bringing it to our attention. Field Leadership has informed us that they have re-adjudicated the insurance claim and billed the correct 3rd party billing for the Covid tests. They are giving a refund to ************. The store manager is completing this today. 

• Initial Complaint

  Date:11/30/2022

  Type:Customer Service 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.

  I have been trying to get ahold of the CVS pharmacy, in regards to my tumor meds for my prolactin levels hormones being raised as well as for my Adderall and Xanax that was supposed to be filled on the 27th of this month and the pharmacy never answers the phone when they do they said my script would finally go through for now three times in a row and today finally said one of them would go through however I have a brain tumor and need my cabergoline as well and am court ordered to take my meds and haven't been able to fill my script for add and anxiety for my SSI. - I AS WELL called you're line and I got hung up on by a very ill- non professional lady. - same with the CVS they are very ***** with me cut short or repeat the same thing several times over again instead of getting to the issue very non professional and i will take legal action if needed.

  Business Response

  Date: 11/30/2022

  In order to assist, we ask that Ms. *********************************** please provide the CVS location in question. 

• Initial Complaint

  Date:11/29/2022

  Type:Product 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.

  I bought 2 Vanilla Gift cards, and send to my friends for birthday, once open one of them had the number scratch off from the gift card, i went to the store they told me to call customer service 2 months ago I call and they open a case and said within 10 days the will get back to me and nothing no one answers the phone and i put $60 and paid $5.95 for the load fee. i was done at store number #**** transaction #**** on 9-10-2022 last of of the card is #****

  Business Response

  Date: 11/30/2022

  Prepaid products are sold as a convenience to our customers, and CVS is responsible for the successful activation or reloading of these products, which can be confirmed on the original register receipt. CVS is not responsible for lost or stolen cards, or funds used without the cardholders authorization.

  ************* case, we have verified, through CVS third-party gift card vendor, that the funds on the Vanilla cards have been spent, therefore CVS is unable to issue a refund.

  Customer Answer

  Date: 12/01/2022

  as you can see in the pictures, card provided the number was scratched off and is missing, only in the back shows the last 4 number of the card, please the receipt provided shows i bought 2 cards the same day, one of them did have the fund but the other one did not. I bought it and mailed it to my friend in another state. if they said the fund were spend maybe they can tell me where at?

  then i can said what city and state I send it to. 

   

   

   

  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,

  *****

   

   

  Business Response

  Date: 12/05/2022

  Since the cards were successfully activated at CVS and the funds were transferred to Vanilla, ************** may direct any further questions or concerns to them.

• Initial Complaint

  Date:11/29/2022

  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.

  I was told to stop working for the company and that I had verbally resigned. Store *****. I made several calls to HR and attempted to save my job but was continuously pushed out. I am a military spouse and was discriminated and treated unfairly.

  Business Response

  Date: 12/08/2022

  We appreciate **************** bringing her concern to our attention. We have shared this matter with Colleague Relations so they may address accordingly.

• Initial Complaint

  Date:11/28/2022

  Type:Product 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.

  I went into the CVS to make a purchase late at night. I paid using an EBT card and cash, somehow the transaction got messed up and overcharged me some $26 dollars. The cashier acknowledged that I was over charged, due to the time, he said to come back the next day when the drawer is cashed out so a manager could rectify the transaction and refund me. This was over a month ago, Ive called weekly, Ive been in countless, Ive even complained to their corporate, still I have yet to receive a refund of $26!!!! Its not even about the money at this point, its the principle that not a single person in that store can rectify such a small issue!!!!!

  Business Response

  Date: 12/01/2022

  We apologize for ************************ experience and appreciate him bringing it to our attention. Field Leadership has attempted to contact ******************** without success. She did investigate this matter and found that the supervisor who assisted ******************** was new to CVS. That said, she has addressed any service opportunities and confirmed that ******************** had returned to the store and received his refund in the amount of $26.

• Initial Complaint

  Date:11/28/2022

  Type:Customer Service 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.

  Within the last month I called and filed a complaint with the CVS corporate office in ** after doing the same with CVS Customer Service. The corporate office person with whom I spoke told me I would be called about it. I have not. My complaint -- CVS does not have a corporate policy in place on how to deal with medications prescribed that are contraindicated. (Contraindicated based on medication allergies or other adverse provided by a customer, presumably this extends to contraindications related to medication intetactions to be screened by CVS pharmacies.) Rather than having a policy in place CVS pharmacy staff are each left to their own inclination on how and when either the physician or customer is informed. In other words, CVS pharmacy staff function on an arbitrary and capricious basis. This variability in operations has been verified by speaking with staff at my pharmacy in terms of an antibiotic recently prescribed for which I have a known adverse effect, and when inquiring what criteria how pharmacists use to determine whether to process a prescription for Paxlovid. For the latter medication a timely and consistent processing of a script is essential to customer's health and safety. Yet, because CVS has no corporate policy on how process it obtaining that script in a timely is in doubt. Ex: A pharmacist may deem the *** submits the script knowing all criteria are met for it to be safely taken; another requires medical test results and *** input that current medications are not a problem, as well as medications the patient is not taking but cannot not take are not an issue. The last approach (other med allergies or adverse effects) per my *** is irrelevant. My complaint is NOT with my pharmacy or its staff. It is with the CVS corporation as it does not a standardized corporate policy for staff to use when screening and contacting physicians or customers when it chooses not to fill a prescription.

  Business Response

  Date: 11/28/2022

  We appreciate ************** bringing her concern to our attention. CVS does have company-wide safe guards in place to prevent any prescription contraindications and to prevent dispensing medication that is a known allergen to the patient. It is our understand that an independent pharmacy (Mill Run) did not catch an allergy when ************** gave them a prescription written by her doctor. When she brought the prescription to CVS, the pharmacist caught the allergy so ************** was appreciative and said she would transfer all of her prescriptions to CVS.

  Customer Answer

  Date: 11/29/2022

  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. 

  These are reasons I rejected the CVS response to my complaint referenced in the subject line:
  
  Firstly, CVS lays the blame on another local pharmacy, Mill Run Pharmacy, with which I do not do business.  So, that part of the CVS response is not true.  Please note that before calling out this false excuse, I called and verified with my physician's office the script was sent and only sent to my CVS pharmacy.  There no need for me to exchange further communication with CVS on this part of the CVS response.  It it is not germane to my core complaint.  My complaint does not deal a particular transaction.  This a rabbit hole I refuse to follow.
  
  Secondly, CVS has not responded to my complaint, but deflected to another issue and shifted responsibility.  I clearly stated when filing the complaint -- that was/is not directed at the local staff or pharmacy but the CVS corporation.  I certainly hope that by choosing investigate the local pharmacy, in lieu of directly answering my actual complaint, CVS has not inappropriately held to account staff for which I have no criticism, and by doing so  promoted staff animosity.  An understandable human response.  As a customer, I rely on their continued goodwill.  I expect that will continue.  Nonetheless, CVS' attempt to deflect blame to on-the-ground personnel is a common practice by corporations in general.  For that reason, after lodging my verbal complaints with CVS customer service and the CVS corporate office representative, I spoke with one of the pharmacy staff to tell him/her I had done so.  I stressed that staff be aware my verbal complaints were as not directed at any of them but the CVS corporation.  I did that should CVS choose to hold them to task.  Seems so.  Now I plan to provide the staff this reply rejecting the CVS corporation's response to my complaint in order to validate that CVS not they were and are its focus.  They deserve that courtesy.
  
  Thirdly, CVS has not addressed the sole focus my complaint.  If CVS has a written and  standardized corporate policy that is to used by all CVS pharmacies provide it.  Post it in its entirety on the BBB.org website in response to my original complaint.  Plus, add a viable link to that policy on the CVS website.  That way, not just I but others may have access to it. 
  

  
  

  Business Response

  Date: 12/02/2022

  We regret that we have been unable to resolve ****************** concern. For more information, she may visit https://www.cvshealth.com/news-and-insights/articles/ensuring-quality-and-safety-in-the-pharmacy.

  Customer Answer

  Date: 12/05/2022

  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. 

  I have reviewed the online information provided by CVS.  It does not address the specifics of my complaint.  Given the corporate response I do not anticipate any further exchange on the real problem will be addressed in any meaningful way.  Nor is this first problem I have encountered in dealing with pharmacy.

  Since filing the complaint, I have attempted to resolve the problems I posed only to find others of the same ilk.  Being more concerned, I took the obvious course of action.  I switched to another pharmacy.  One where I am more comfortable that my prescriptions will be handled in a way that assures consistency in processing and ready communication if there any problems to resolve.

  Thank you to the Better Business Bureau for providing me the opportunity to address my complaint to CVS.

  
  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

  Date:11/28/2022

  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.

  My doctor ordered Promethazine-codeine solution to CVS ********************************************** Nov 23, 2022 around 11:00am.Waited till 3:00pm no RX. I called CVS pharmacy at above address; I was told it was illegal for this RX and cannot be filled and sent fax back to doctor that morning.Around 3pm, I went to ****************** and spoke to doctor what CVS told me. Doctor was puzzled and called around for other CVS pharmacies in my area and found one at Target. So, I went to CVS ****************** and got the RX.My main complaint is that, why can't CVS pharmacy contact me they are out of this RX and ask me if I want to go to a different CVS that have in stock?I endured horrible chest pain, 11am pain scale was 6. By 3pm it was up to 9 out of 10 in pain and was in agony.Please instruct ALL CVS pharmacies to contact customer to let them out if certain RX was out of stock and ask customer if they want to go another CVS that have in stock for their RX?CVS West Main St pharmacist lied to me by telling me this RX was illegal to fill. They could have said, we are out of stock and make an offer to go to another CVS.

  Business Response

  Date: 12/05/2022

  We apologize for any inconvenience this may have caused. As off 9/1/2022, CVS no longer carries Promethazine with Codeine. We do have measures in place to alert of patients, such as signage at the store, sending letters to patients who have taken it in the past and functionality that if the prescription gets sent in electronically, it will automatically send it back to the prescriber for an alternative. We have confirmed that the medication Ms. ******* picked up at the Target location was for Tussionex, a different medication. 

  Customer Answer

  Date: 12/06/2022

  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. 

  ok then why pharmacist tells me it is illegal when I called, can't they just explain to me just like this message earlier here?  Why didn't they call me immediately that this RX is not selling anymore and send back to doctor? 

  I heard nothing for several hours and pain got worse by the hour.   CVS is supposed to COMMUNICATE to customer instead of rejecting RX and sent back to the doctor without telling me anything for hours.  Lack of transparent.  
  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 12/12/2022

  We regret that we have been unable to resolve Ms. ********* concern. We have shared her additional feedback with Field Leadership so they may address any communication issues with the staff. 

• Initial Complaint

  Date:11/27/2022

  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.

  I earned $13 "extra care bucks" from doing a deal at cvs. I sent it to my card and it was expected to expire on 12/02/2022 On 11/26/2022, I was browsing the deals cvs app. I was prompted to update the app which I did. After the app was updated, my $13 ecb disappeared from my account. I called cvs customer service a few minutes later to notify them about the issue. ******* (who clearly did not speak or understand English well) told me that she couldn't refund it because my ecb was redeemed on 11/26/22 (which is when it disappeare). I explained that it wasn't redeemed and that it was taken from the account after the update. I asked for proof that it was redeemed but she said they didn't have the receipt. So there was no receipt that indicated that it was redeemed because they stole it when they made me update the app.

  Business Response

  Date: 11/28/2022

  We have reviewed Ms. *********** account and were unable to locate the Extrabucks she references. In order to research, we would need more information such as how these Extrabucks were earned. That said, we were able to see that Ms. ********* was issued $13.00 in courtesy Extrabucks at the store on 11/27/22.