Business Profile

Pharmacy

CVS Pharmacy, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

2,145 total complaints in the last 3 years.
699 complaints closed in the last 12 months.

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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:08/05/2022
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 am receiving NUMEROUS emails from this company.1. You are to immediately cease sending emails (within 24 hours)2. You are to disclose where/when/who and the ** address where you obtained my information 3. You are to COMPLETELY and IMMEDIATELY delete ALL my ************** are to ensure that ALL my information is COMPLETELY and IMMEDIATELY deleted from ANYONE who you may have shared or sold my information to.I will accept NO other response than what is stated above.
Business Response
Date: 08/10/2022
******************** email, *************************, is not located in our system. Furthermore, the email **************** received did not originate from CVS Health. It is a phishing email, which CVS does not authorize. These phishing emails use the name of well known companies, such as CVS, in order to gain the recipient's financial or personal information. We advise **************** not to forward or respond to these emails.
Customer Answer
Date: 08/10/2022
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.
The company's name was clearly indicated on the email I received.

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: 08/11/2022
The email **************** received did not come from CVS. As previously stated, these phishing emails use the name of well known companies, such as CVS, in order to gain the recipient's financial or personal information.
Customer Answer
Date: 08/11/2022
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.

the message clearly stated CVS, as well as linked to their website. i reject the response since CVS did not respond in a manner that was required (removing my info, explanation of why i was emailed/etc)

the matter is closed, i do not want any further contact. if you are going to refuse to provide and remove, then I have nothing further to discuss with you

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:08/05/2022
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.
8/2/3-I went to CVS to purchase some pre paid gift cards.I purchased 7 cards @ $50.00 each, total of $350.00.During the sale 3 of the gift cards could not be activated.So their computer refunded me $ 150.00.We discussed w/**** Mgr, who thought maybe the cards were bad.So I got 3 new cards @ $50.00 each, we went to a different Register @ self-check, out. Attempted to ring out again the sale appeared to go through but again the cards were not activated, but this time the receipt did not stated a refund will be applied. **** ws the manager on duty this evening and she did not know what happened.. She told me to keep an eye on my bank account and com in 24 hours if I do not see that the money was refunded. She kept my receipt at the store, to the manager the next day will be able to help me. I came in the next day 8/4/22, Spoke with Manager *****, who attempted to help me but the receipt says the $150.00 was refunded. I showed her the my bank account to verify I have not received the second refund of $150.00. She then told me it can take up to ***** hours to receive the refund and to continue to monitor my account.I came in 8/5/22 to again have this addressed as now over ***** hours later I still have not seen my refund of $150.00. I spoke with **** to appeared to couldn't have cared less. He said there was nothing he could /would do and it can now be ***** hours before I see the funds back in my account. I asked for his supervisor's number and he gave me a generic customer service ************** number I left the store called the 800 number s/w ****** at first who was not helpful, then to a supervisor ******* who advised me of my incident # *******. Told me she sent it to the investigations **** who will contact the card to see if I they will issue me the refund. I am ready to call the police as this is theft and are not very concerned about giving me back my funds, when it took them seconds to remove my funds...
Business Response
Date: 08/11/2022
We apologize for ************************************* experience. We have issued her a refund in the amount of $150.00. She should see reflection of credit in 3-5 business days.
Customer Answer
Date: 08/12/2022
[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. Thank you for your swift response.

Regards,

***************************- ********
Initial Complaint
Date:08/05/2022
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.
Went to purchase 4 **************** cards on Sunday July 31st for hospice patients to help with cancer expenses. I bought 4 cards with $500 a piece on them and all of them worked except for one and now I am out $500 dollars and this patient is waiting for their help I talked to ***** the manager who sold them to me and he said I would have to call the # on back to have them reactivate it Ive called twice ************** and filed a complaint with 2 different people and they took my information and never emailed me the papers to fill out!! I am a healthcare worker who just lost her mother to cancer and I am only trying to help pay it forward to others less fortunate.. please help me to recover what is rightfully mine as I have paid for this card and all I want is to get this fixed!!
Business Response
Date: 08/11/2022
We apologize for **************** experience. While we were not able to identify any activation issues with the pre-paid card, as a courtesy, we deactivated and credited the card. We have processed a refund back to the card used to purchase these pre-paid cards. ************ should see the refund within 3-5 business days.
Customer Answer
Date: 08/13/2022
[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:08/03/2022
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.
Dear representative,Please refer to the attached document.This complaint is also in regards to my complaint submitted on 6/24/2022 against CVS Pharmacy, Inc. Complaint #********.As suggested by CVS, I have been trying to contact the phone number ************, provided by CVS, however, all their repones was they did not know about it.I would like CVS to step in and sort this out. I dont want this matter to drag on.It just wastes my time and my energy.Sincerely,***************
Business Response
Date: 08/10/2022
We have revisited ************** concern. We called the number provided in our initial response and they were able to locate ************** form in their system. They informed us that a rebate card was mailed out on May 23. For any follow up questions, ********** may call ************.
Initial Complaint
Date:08/03/2022
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.
CVS Pharmacy, Inc. (****) ******************************************************* I am a psychiatry resident, i was informed by a patient that he was getting empty capsules or half filled ones on prescriptions of Adderall XR 20 mg from this drug store. He said that his ADHD was never better and he kept having to increase his medication dosage, he then accidentally opened up one of the capsule and found that the quantity was either empty or half or less. He changed pharmacy and this hasn't happened.
Customer Answer
Date: 08/14/2022
I have not heard from the business in response to my complaint. But I am only reporting the case, I am not the customer.
Business Response
Date: 08/15/2022
Field Leadership has researched this matter and has been unable to substantiate these claims.
Initial Complaint
Date:08/03/2022
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.
This has been an ongoing issue for the last several months. August 3, 2022. Medications were ordered by my ** this morning. I called CVS ********* ** around 2:30 pm to see if my meds were ready. The recording said that the pharmacy was closed. I called the store manager and asked when was there going to be a pharmacist in the store again. She stated that it would probably be Friday. They were trying to get someone for Thursday but it would probably be Friday. This is not acceptable. They tell you to go to another pharmacy. The closest one is close to 25 miles away. My insurance forces me to use CVS.
Business Response
Date: 08/10/2022
We apologize for ******************** inconvenience. Our records indicate that he was able to pick up his prescriptions. Field Leadership is aware of these concerns and is working diligently to resolve the staffing issue at this location.
Customer Answer
Date: 08/10/2022
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.
[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,
******
My name is ****** and not ****** as entered by CVS. I had to wait from Wednesday until Friday to be able to pick up my prescriptions I have had the same response from the store every time I have complained what are they doing to solve the problem and when will it be solved they tell me there is a national shortage of pharmacists. I see on the internet that this is not true. There is actually a glut of new pharmacists

Business Response
Date: 08/11/2022
We regret that we have been unable to resolve ******************** concern. We believe that all reasonable attempts to provide a satisfactory outcome have been made.
Initial Complaint
Date:08/03/2022
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.
I placed an order on CVS.com on July 24, 2022 with order number *********. The order was cancelled by CVS due to items out of stock. I paid with CVS gift card, but I never received the refund back to my gift card. I called CVS customer service for over one hour on August 3, 2022, and talked to 5 different representatives, but none of them could help me with such a simple problem. Each representative told me it was not their duty and had to transfer me to another department.CVS is stealing money from customers for not refunding an order that was cancelled by CVS.
Business Response
Date: 08/12/2022
We appreciate ************** bringing her concern to our attention. We were able to speak with ************** to advise the team has issued the refund back to the gift card. We have also issued her a $20.00 Extrabucks reward for the inconvenience.
Initial Complaint
Date:08/03/2022
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 call CVS Carepass about an account that I didn't open. I call them in June 2022 and told them allmy information and thought they had resolved the, but they did not. They keep saying now they can't find me in the system. And they are still taking money out of my checking, $5.52 came out of my account ***** July, and August of 2022. I been asking to speak to someone over this person but been getting we are going to investigate a they will call back but never call back. But today August 3rd 2022, they me these number to write down INC16062085. All I want is money put back in my account, a total of $16.56. As I told them I didn't open the account and didn't receive a carepass card. And want to know how they get my account number. I want them to cancel that account and refund me my money.
Business Response
Date: 08/11/2022
We were able to cancel the membership, refund the $16.56 and remove the credit card on file. We left a voicemail for ***************************** confirming all the steps we have take along with our contact information if there were any further questions or assistance needed.
Initial Complaint
Date:08/03/2022
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 received an email from CVS ExtraCare on 8/2 (the second email with the same offer within a month apart) about a deal: Pantene shampoo or conditioner for $2.99. I received the same offer a month ago. I went to CVS in Medway and when I got to the register the promotion didn't go through due to the bottle size. It had to be the 12 oz bottle of shampoo. I left the store annoyed that they didn't have the size that applied to the offer. I went to CVS in ********** today and knew I had to look for the correct size (12 oz), couldn't find it and asked an employee at the store for help. She states that the stores don't carry 12 oz. Again, I wasted my time and gas for nothing. I wanted to take a look online to see if I could get the product online. They don't have size 12 oz online or at the store. This is totally inappropriate, sending a promotion for a product size that they don't carry. I'm looking to get this promotion honored at different size product and stop getting fake advertisement. I tried calling corporate office 3 times to address this issue. My calls kept getting transferred and getting dropped. Terrible customer service.
Business Response
Date: 08/10/2022
We have reviewed ******************** concern and confirmed the Pantene offer is for 12 to **** oz bottles. We apologize for any misinformation she has received. For her inconvenience, we have issued **************** a $5.00 Extrabucks reward. Please note that it will expire in 30 days.
Initial Complaint
Date:08/03/2022
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 have been dealing with CVS for over 6 months now regarding a merchandise I was trying to return during Covid, that I was unable to return even a year after the fact due to their outrageous return policy even over a year after ***** began. If it wasn't for that, I wouldn't have been going through all that I have over the last 6+ months and repeatedly gone to the store for nothing. I have THREE case numbers on file, that's how long this has been going on! I have been given the runaround, all over $40 worth of stuff and I am sick of it! Everyone else in this matter but me is getting paid for their time. Aside from time, I've also wasted money on gas, and excessive amounts of energy and aggravation... Yesterday, me standing up at the front for 15 minutes while running late for work , waiting for the store manager to come back from the bank, just for him to still not arrive when the cashier said he'd be back within 2-3 minutes, and me leaving a note for him to call me after he got back, was the last straw. I last talked to the store manager two weeks ago, and he said he had to be the one to do the return, yet, refused to give me his schedule for the week, claiming he could not give me that information due to privacy reasons... Really?? So I'm supposed to just guess when he's at the store?? Not only that, but if there's really a "privacy policy", then how have I had a dozen managers from other different corporations, tell me when they're there during the week if it was regarding a return or any type of issue?? Furthermore, even if he really isn't allowed to give me this info, there is no reason why any MOD cannot process this return for me. Why does it have to be him?? ALL the managers know how to do any type of returns... This has been going on for too long. CVS needs to simply treat this as a Customer Appeasement at this point, and simply send me a gift card in the mail for $35, to make up for this merchandise that CVS is making almost impossible to return.
Customer Answer
Date: 08/14/2022
I have not heard from the business in response to my complaint.

The business has not reached out to me. My next step is to file a complaint with Consumer Affairs
Business Response
Date: 08/15/2022
We apologize for ****************** experience. Field Leadership has informed us that ************** has been contacted and her concern has been resolved.
Customer Answer
Date: 08/15/2022
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.
[Resolved by who?? When?? No one has called me. Now youre lying to the BBB! Mail me a merchandise card for $40 immediately or I am filing a complaint with Consumer Affairs!!!]

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: 08/16/2022
District Leader, ********************* has informed us that ************** has been contacted. She will be going to the store to receive a refund and will confirm with ****** hat everything went as it should.

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CVS Pharmacy, Inc. is NOT a BBB Accredited Business.