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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On 5/11/24 and while reviewing charges made to my **** credit card account with ********** I was informed that CVS has been making monthly charges in the amount of $5.43. As per ********** and as far as a review of their records permitted at that moment, these charges have been made since December 11, 2022. After contacting and during my telephone conversations with CVSs customer service department and a few other departments, starting from 5/16/24 to 6/5/24, I was informed that these charges to the account have been made starting April 2022, where I supposedly acquired a membership with ********* Plus, and up to May 11, 2024. CVS assigned me with a case number, S11020225, and on June 5, 2024 agreed to have the issue resolved by returning one year worth of my claim or $65.16. I refused to their offer as I am contesting these charges to be completely unauthorized and therefore request a return for the full amount of $130.32. I am also wondering to the possibility of any other unaware customer being affected by this issue.I thank you for your dedicated attention to this matter.
Business response
06/24/2024
On behalf of CVS Pharmacy, Inc., I would like to apologize to ********************************* for their experience with the ExtraCarePlus program. 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.
Extracare Leadership reached out on 3 separate days by phone and email to resolve but have not heard back from *********************************. We can confirm ********************************* had already been refunded for 21 of 24 requested, and the refund for the additional 3 has been issued because the rewards and the card have not been used in more than the past year.Customer response
06/26/2024
[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
06/19/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I tried to explain an issue I had trying to receive my medication for 2weeks..I asked to speak to someone in charge..the pharmacist *********************,RPh came as I began to talk she started walk-in away saying Im filling your prescription now real nasty and disrespectful..I asked her why would she walk away while Im talking ? but if I was white she wouldnt do that..the issue I was trying to fix was that Ive been back and forth to cvs 4 times and they said they have no order for me..I went to my provider and the prescription was put in on June 9,2024 by ***********************..I had to have the doctors office call cvs after 4 days of back and forth with CVS..instead they kept telling me they have nothing no order or anything..June 19 I received the medication.Business response
06/21/2024
On behalf of CVS Pharmacy, I would like to apologize to Mr. *********************** for his experience.
District responsible for this CVS location has been in contact with **************** regarding his prescription and has taken the necessary steps to address the issues raised by **************** reinforcing with the pharmacy team the importance of communication and patient care. **************** was appreciative for the outreach and resolution.If we can be of further assistance, ************ can reach out to our Customer ******************** at ********************************* ***************) and reference incident number S-11218566.
Initial Complaint
06/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
For the past year, my elderly father whom has an organ transplant, has been pushed medications that his doctor has personally discontinued, are stale or out of refills. His cvs pharmacy consistently fills medications, even though weve asked many times for them to be removed and have archived them in the system. Pushing erroneous medications on the elderly for ****************** billing scams is in humane, out right dangerous and grossly illegal. Sadly Ive witnessed other elderly people making the same complaints whilst waiting in line to pick up my fathers scripts. CVS needs to be stopped on a national level from injuring our population and shoving medications for financial gain. Its obvious theyre pushing quotas and hiring young ignorant techs or unscrupulous pharmacists to carry out an agenda. I will be keeping track of the numerous amounts of erroneous fills until I can find an alternative pharmacy.Business response
06/17/2024
CVS Pharmacy, Inc., 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 corrective action if necessary.
To properly address their concern, we ask that *************************** please provide the full address of the CVS location as well as name and date of birth of the patient receiving the medication.Initial Complaint
06/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 6/14/2024, I visited the CVS store 9770 and used self-service register 17. I inserted $200 in cash for my transaction, but the machine malfunctioned and did not credit the payment to my account, nor did it print a proper receipt. Despite my immediate request for assistance, the cashier failed to review the error or refund my money. Furthermore, several employees were dismissive and unhelpful, leading to significant inconvenience and financial distress.Additionally, I have experienced bias from the pharmacy staff in filling my prescriptions, which has resulted in serious health consequences for my son. Due to delays and errors in filling his medication, my son suffered a seizure. I am currently awaiting a response from CVS to address this serious issue through the proper channels.I am extremely dissatisfied with the service I received at CVS on [Date]. When I used self-service register 17, the machine malfunctioned, and my $200 cash payment was not credited to my account. The machine also failed to print a proper receipt, leaving me without proof of the transaction.I immediately sought help from the cashier, but she failed to properly address the error or refund my money. Instead, she called another employee, who was also unhelpful and dismissive. Despite my repeated attempts to resolve the issue, the employees refused to assist me adequately.This incident not only caused financial loss but also ruined an important event I had planned, which relied on the money that was taken by the malfunctioning register. The mistreatment and lack of assistance from the CVS staff have left me feeling frustrated and wronged.Furthermore, I have faced ongoing issues with the CVS pharmacy. The pharmacy staff has shown bias in filling my prescriptions, resulting in delays and errors. This negligence recently caused my son to have a seizure due to not receiving his medication on time. This is a severe issue, and I am currently waiting to speak with someone from CVSBusiness response
06/20/2024
We appreciate **************************** sharing her concerns and the opportunity to address them here.
We take these matters very seriously and have thoroughly investigated this concern. We have been unable to substantiate any claims of discrimination,harassment, and negligence.
With respect to ************ compensation request, she should contact ************* in our ************************** at ************* and reference claim number# C431700849-0001-01.Customer response
06/20/2024
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.
He has not reached out to me after calling several times, and I am not happy with the adjuster ******** either. Instead of informing me that it was difficult to get one of prescriptions instead of ordering Vitamin D2 or alternative once again I was mistreated . My son is still without, and when it was in I asked them to keep it in stock so they failed to do so.
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,Kimberlina Alexa ************ style="font-family: verdana; font-size: 13px;">
************ style="font-family: verdana; font-size: 13px;">
Business response
06/27/2024
We regret that we have been unable to resolve ******************************** concern. We have shared their additional feedback with our internal team.Initial Complaint
06/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On June 11th, I bought a bottle of eye drops at CVS, but he deducted my money twice because the first payment was unsuccessful and the employee there asked me to pay a second time. Later, I found out that I had been deducted twice, and I went to them, but they ignored them, saying that it was not their problem, and would not give me a refund!Business response
06/15/2024
On behalf of CVS Pharmacy, Inc. I would like to apologize to *********************** for the experience with her 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 taken steps to address the issues raised by **********, reinforcing with the front store team the importance of communicating professionally and effectively. The field leadership team also spoke to ********** to apologize for the experience and have arranged for a refund of the duplicate charge. ********** was pleased with the outcome and was given the field leadership teams phone number to reach out directly should she need assistance with anything else.Initial Complaint
06/13/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a **** Gift card for $150 and when I gave it to my father in law and he tried to use it there was nothing on it and the card had missing numbers. When I called customer service they told me I had to wait 10 days but they never got back to me so I called them after 14 days and they told me my case was denied and that I would have to contact ****. **** said since I purchased the gift card at CVS there was nothing they can do. CVS case #S10963153Business response
06/17/2024
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 **** gift card in the amount of $150.00. In turn, we have issued a refund for that amount back to the card ending in 3998. The account holder will see their refund within 3-5 business days.Customer response
06/17/2024
[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
06/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I thought this would be a quick visit CVS. I arrived at 4:34 PM (I know because I got a txt to let someones dog out). I wanted to grab two orange Monsters, a bday card, and saline. I had a $3 bday credit for my bday on 6/9, then I had a coupon from **************** for $5 and one from CapitolOne for $5. There were no orange Monsters so I got the card and a buy one get one half off CVS saline. The total would be about $19 so I went to self-check out. None my coupons load from my card and the two coupons said call for help. The person working the counter was swapped so I waited and she tried to correct it but said she needed to enter the expiration date so she moved me over to her check out and voided my receipt. Because there was a long line she waited on two people then tried to check me out. My card had $3.07 and a 10% off so she used those but could not get either gift card to work even following the directions on them. So the line was building and she was alone. She called her manager ***************************** came up and restarted the transation and got one coupon but she said it was a gift card but it worked ... she said you owe $8 something and I said you didn't ring the other coupon. So ****** tried again but it kept saying pending. ****** said this is from your insurance. I explained it was not it was from P&G which is printed right on it. She said it says OTC right on it. I said I don't know what that means she said you have to but something from aisle 8 - 13. I said I got the saline from one of those she said well you have to get medicine because it is from your insurance. I again said it was not. I said if that is the case lets get something from 8 - 13 and see if it rings up. We go a bottle of ************ eye drops and Optifree cleaner. The coupon only said pending. She said "what do you want me to do" I asked her to honor the coupon and keep it. She said no only if the coupon works ... you need to call your insurance (again). No resolution.Business response
06/14/2024
At CVS Pharmacy, Inc., 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 corrective action if necessary.
With a P&G coupon being applicable to a P&G item(s) and ************** purchasing 2 CVS items and a Shoebox gift card as depicted on his receipt, we would not be able to credit him for the coupon as he is requesting.Customer response
06/17/2024
[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.My issue was with her telling me I had to use it on prescription items and then said aisle 8 - 13 ... I just thought it was a gift card.
Regards,
***********************Initial Complaint
06/11/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On June 7th I placed an order online fo22 16" bluey pillow pet and 1 16" bingo pillow.I recieved order on 6/11...These are 11 inches and NOT 16 " as described on your website I have a party to attend soon and this is unacceptable.I cannot return them and buy them I. Store in ******* because there are zero in my stores around me which is why i placed order online.What I bought online is misrepresents what I recieved.I would really like my original 16 inch pillow pets but I am sure CVS don't have the 16 inches in stock which is why they sent 11 inches and thought I probably won't notice.For this error since I used my master card and CVS card I would really like a refund and also if you can send out a $50 gift card for the inconvenience I would greatly appreciate that. I've attached some pictures for reference. Thank you order # *********Business response
06/13/2024
On behalf of CVS Pharmacy, Inc., I would like to apologize to ******************************* for the experience with her online order. 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.
We spoke to ********************** regarding her order and for the inconvenience and to cover the refund of her order, we issued Ms. ********* a $60 CVS gift card.Customer response
06/17/2024
[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
06/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Hello,We purchased a pre-redeemed Amazon gift card from this CVS location. Upon opening the package, the gift card had been pre-cut in half with the claim code missing. We contacted Amazon who confirmed the funds went into someone elses account once the card was purchased and activated. Amazon advised us to contact the merchant, CVS, as it was sold and bought from the physical store. The store advised us to call 1-800-SHOPCVS and speak with the payment transaction department. We did, and got a case number: #S11104357. Upon investigating, both ShopCVS and the physical store told us there was nothing they could do for us. They advised us to go back to ******, who then advised us to go back to the store as it was sold and bought at the physical store. 1-800-SHOPCVS representatives ************************** and ***** were all extremely rude, dismissive and horrible at their job and said there was nothing they could do for us, despite us purchasing a pre-redeemed cut in half gift card from their store. I explained that the gift card we purchased from their store didnt even have a claim code as someone had cut the card in half and stolen it. Hence, again, we had purchased a pre-redeemed fraudulent gift card from the CVS store. They did not care and kept stating there was nothing they could do. I am attaching photos of the store receipt, and the front and back of the gift card we purchased from the CVS store. Again, as I stated, upon opening the gift card, it was cut in half and pre-redeemed so that is what you will see.Business response
06/13/2024
Good Morning,
Thank you for your patience while we researched this matter.
I am happy to report that our team was able to obtain a credit for the Amazon card in the amount of $100. In turn, we have issued you a refund for that amount back to your card. You will see your refund within 7-10 business days.
Thank you again for taking the time to reach out to us. We value your business and look forward to serving you again in the future.Customer response
06/17/2024
[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
06/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am writing in about a complaint about a store and an item. I purchased 2 pairs of shoe inserts for my niece and used one. I made the purchase in ************* on 5/28/24 and was leaving to come back home to ********. Once I got home I took the package that had been left in its original bag back to a store by my home that I frequent, zip-code ***** on ***********************. The cashier ***** looked in the bag and noticed that the top had come off the inserts but you could tell that they had not been used. ***** said that he needed to go see the mgr in the back. He comes back and tells me that ****** (mgr) said they could not accept the inserts because they were purchased in another state. i asked to speak to her she refused to crawl out of the back office. The next day I call corporate and these people barely speak English. They claimed that the district manager would call me and so far its been crickets. I was also told that managers make the decisions which is odd because I didnt know they owned the store.Business response
06/10/2024
At CVS Pharmacy, Inc., 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 corrective action if necessary.
As such, we appreciate *********************************** sharing her concerns and the opportunity to address them here.
We can confirm that the store manager spoke with ************************ about a $20 gift card. After ************************ spoke with SHOPCVS, the store manager reached out and left a voicemail about picking up the gift card and we have not heard back. The gift card is still available at the local store for ************************ to pick up at anytime, please ask for the store manager. If she would prefer the gift card to be mailed, ************************ would need to confirm her mailing address.
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