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 2176 locations, listed below.

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• 

  CVS Pharmacy, Inc.

  1 Cvs Dr Woonsocket, RI 02895-6146

• 

  CVS Pharmacy, Inc.

  2190 Bienville Blvd # 5739 Ocean Springs, MS 39564-3017

• 

  CVS Pharmacy, Inc.

  3825 S Noland Rd Independence, MO 64055-3344

• 

  CVS Pharmacy, Inc.

  7050 Allentown Rd Camp Springs, MD 20748-5333

• 

  CVS Pharmacy, Inc.

  1452 Chain Bridge Tiad McLean, VA 22101

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:04/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I always have the same issue at the CVS in hialeah drive. Whenever I go to the pharmacy, they don't want to take the card and full rewards, they always tell me it's at the front. But i've done it before in the back, and they're supposed to do it in the back. Can you please retrain all these pharmacy employees so that they do their job correctly.Also, my birthday reward was sent to the wrong account. Can you please give me my money back and resend it to the correct card and make sure I get my offers again.

  Business Response

  Date: 04/15/2025

  We appreciate ******* ******** sharing his concerns and the opportunity to address them here.
  
  We shared his feedback with the field leadership team overseeing the store to ensure that all service opportunities are addressed. 
  
  Additionally, Extracare leadership spoke with Mr. ******** to advise that we updated his account and issued $5 Extrabucks for any inconvenience.

  Customer Answer

  Date: 04/16/2025

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

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 14, 2025 This location is marketed as a 24 hour location. This is the reason I decided to use this location. Staff said they know that the signs as well as the ****** search are misleading. They attempted to reach ****** over the last year but they still have not been able to fix the huge issue. This is a horrible inconvenience for sick people suffering expecting a quick process being turned around or having to wait hours to get medication. CVS needs to fix there marketing or provide the service they are advertising.

  Business Response

  Date: 04/14/2025

  We appreciate ******* ***** sharing her concerns and the opportunity to address them here.
  
  We have determined that while the pharmacy is no longer open 24 hours, the front store is still open 24 hours. The hours posted onto CVS.com (please see the attached screenshot) is correct. On a ****** search, she has to select "more hours" to see the full drop down. 

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: December 23rd,2024 I purchased a ****** gift card for $50.00. When my husband went to use it, the PIN on the back of the card had been completely scratched off, making the card usuable. I went back to the CVS where I purchased the card, they gave me a CVS customer service number for gift cards, the customer service representatives told me to go to ******. I called ****** several times, 2 of those times I was told I would be receiving a replacement gift card in the mail. I never received it. Then on March 6th i received an email from ****** saying I need to go to the store where I purchased the card. I am filing the complaint again CVS as that is where I purchased the card.

  Business Response

  Date: 04/17/2025

  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 ****** card in the amount of $50. In turn, we have issued you a refund for that amount back to your card. You will see your refund within 3-5 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 Answer

  Date: 04/17/2025

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

• Initial Complaint

  Date:04/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought digital receipt to store to return an item, which is still in the 60 days return period. The store couldn't find the barcode on my digital receipt, and they just refunded me to a gift card with $2.22 difference than what I paid. I never wanted a gift card, and I want the full amount be refunded to my original credit card. The store did not ask for my preference nor explained that the money will be given to a gift card. I need the refund to my credit card and I don't want a gift card.

  Business Response

  Date: 04/16/2025

  We appreciate **** ** sharing her concerns and the opportunity to address them here.
  
  Field leadership spoke with *** ** (who is currently out of town), to arrange for her to come back and receive a cash refund on Friday, April 25th. 

  Customer Answer

  Date: 04/27/2025

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

• Initial Complaint

  Date:04/12/2025

  Type:Billing 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.

  An employee signed me up for CVS Carepass without informing me that it is a subscription based service. I never used it. I didn't know I was enrolled in a subscription plan of any kind. I have been charge $5 a month since June 10, 2023 for a total of $110.

  Business Response

  Date: 04/15/2025

  On behalf of CVS Pharmacy, Inc., I would like to apologize to ****** ******** for the experience with her Extracare Plus. 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 Extracare leadership team spoke with Ms. ******** to apologize and issue a refund of $110. 

• Initial Complaint

  Date:04/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear CVS, On Friday April 11th, 2025, I arrived at the CVS store located on ************* in *************, at approximately 11:30 p.m.I spoke with an employee in the store and explained I was a loyal CVS customer and that I had a ********************** issue that caused frequent urination, I asked if he could possibly allow me to use the bathroom. The employee responded by stating he has to ask his manager. When the employee approached the manager, the manager was dismissive and stated, you can go use the pizza shops bathroom. I attempted to politely speak with the manager and he turned his back on me and walked away. The manager then went to the elevator and closed the doors while I was trying to respectfully speak with him. I then asked the two employees on the floor to please provide the managers first name. They refused. The manager then arrived back on the floor with a very aggressive attitude. At one point the manager went to slap my phone out of my hand and smacked my hand in the process. Later on the manager became physical and tried pushing me out of the store with his body and bumped me aggressively. Prior to this physical action. The manager threatened me that himself and the employees would forcibly remove me by physical means. Video was to large to attach. I can meet with regional manager to show full video in person. At approx 3.m 15s manager hit my phone and hand. At approx 3m 35s manager threatened they would physically throw me out. At approx 8m 15s physically bumps me. Thank you for your attention to this matter. ***** A ******* ************

  Business Response

  Date: 04/16/2025

  At CVS Pharmacy, Inc., our goal is to make our customers' shopping experience seamless. When we find that we have disappointed a customer, we believe it is important to understand what happened and take corrective action if necessary.

  Our field leadership was able to speak with Mr. ******* today, apologize for their experience, and provide assurance that their concerns are being taken very seriously and will be fully investigated. The results of these investigations will be handled appropriately.

• Initial Complaint

  Date:04/09/2025

  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.

  My package from **** was delivered to the store on 4/9/25 at 2:15pm according to the tracking information at ************************************. I spoke with ***. *** stated he was the manager when I contacted the store at 4,, pm or so. He placed for over 13 minutes. I hung up Called back a woman answered. Tried to place me on another hold I asked for the manager she said she was the manager. She stated I needed to hold on the store was busy and she was the only person there. I waited again several minutes no assistance. I hung up called back *** answered. He stated there were only four packages delivered today none had my name on them. He tried to emphasize that I was not going to be rude to his staff. I indicated I did not speak with anyone but him. He stated that was not true. So perhaps the calls needs to be reviewed as well as the camera footage to find out who stole the package that was dropped off at that store by ***

  Business Response

  Date: 04/14/2025

  We appreciate ****** ******* sharing her concerns and the opportunity to address them here.
  
  Field leadership confirmed they spoke with Ms. ******* last week, she thought the package was delivered to the store at 2:18 but it was actually still at the drop off point in ****************, which is not in ******. Field leadership explained the confusion behind the delivery and next steps. See attached screenshot. 

• Initial Complaint

  Date:04/09/2025

  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 March 29, 2025 I called CVS and requested a transfer of my prescriptions from ****** Health Pharmacy to CVS at ***************** The pharmacist warned that it could take 3-4 days. I had five days of medication remaining so I said that was ok. The pharmacist said he would take care of it.On 3/4 I called to refill 3 of the 5 prescriptions. It was 5 days after I made the request so I assumed the transfer was complete. It was not. I was told that Denver Health never responded to the request. I call Denver Health and my prescriber and leave messages for each of them. Per her policy my provider as 24 hours to respond. I try her again at 3:20 and speak to a nurse. At 4:15 they call to say they have sent the prescriptions to CVS.I call CVS and they say they have only received 3 of the 5 prescriptions. Only one of them is something I need right away. My ******** and ********** cannot be filled. I call my provider several more times but I never reach a human being.I try Denver Health again. I'm thinking if they didn't respond to the request they might still have the scripts. They say they fulfilled the request on 3/29. There is electronic record of this in the ** patient portal. They cannot help **** call CVS again and confront him with this new information. He admits that the prescriptions have probably been lost. He says that the system they use to handle transfers is completely unreliable and he recommends having prescribers call in prescriptions instead, I was not informed of this. It is 5;00 I am bipolar and pregnant. Stopping psych meds cold turkey endangers my mental health and will lead to physical withdrawal symptoms, including risk of seizures. I told all of this to the pharmacist and he still refused to help.Late afternoon on 4/6 I get a text saying the missing meds are now available at CVS. I suspect they were called in with the others on Friday and were also "lost" This borders on criminal negligence.

  Business Response

  Date: 04/14/2025

  We appreciate Ms. **** ***** sharing her concerns and the opportunity to address them. 
  
  We take these matters very seriously and have thoroughly investigated this concern. Field leadership spoke with Ms. ***** to confirm she has since received all of her medications. Field leadership has also taken this opportunity to reinforce with the store team the importance of a proactive approach in communicating with patients and coordinating with the sending pharmacy, ensuring transfers are handled in an efficient and timely manner. 
  
  Again, we apologize to Ms. ***** for her experience, and thank her for taking the time to share her concerns, enabling us to address them. 

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After CVS automatically renewed my ********** Bonus Reward membership, I contacted them by their intranet to request they cancel the membership and refund the expense I was automatically billed for. When I did not receive any response from CVS, and as the charge remained on my bank account, I called ********************** to request the cancellation. After that I saw a refund applied to my bank account, however, the membership appeared to remain in effect. For that reason, I contacted CVS again through their intranet about the issue suggesting they shut off that feature on my CVS account. I have not yet received a response. Additionally, at this time, I see on my CVS app online that the membership is scheduled to apply a $10 Bonus Reward to my account on 4/14/2025. I want CVS to fully cancel my membership to the monthly ********** $10 Bonus Reward prior to 4/14/2025. I understand that I should be able to keep my CVS account and app despite this. To the best of my knowledge this should be feasible.

  Business Response

  Date: 04/09/2025

  We appreciate Ms. ******* ******** bringing this matter to our attention.
  
  Our ExtraCare team has been in contact with Ms. ******** to confirm cancellation of her membership and monthly benefits. Ms. ******** was appreciative for the outreach.
  
  If we can be of further assistance, Ms. ******** can reach out to our ExtraCare team at 1-800-SHOP-CVS ***************).

  Customer Answer

  Date: 04/14/2025

  Dear Better Business Bureau:
  
  I will accept the response because it appear CVS has adequately responded to my concern.
  
  Best regards,
  
  ******* ********

• Initial Complaint

  Date:04/07/2025

  Type:Sales and Advertising 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.

  They *ied about a medication being "out of stock from the manufacturer ". This is a *ie. I put in request for a medicine I have 11 refi**s on. I'm NOT supposed to miss ONE DOSE. Not on*y did they not ca** me back, after two days, I had to ca* * them and cou*d on*y *eave a message. The emp*oyee ca**ed and *eft a message stating the above *ie. They *eft me hanging for two days, didn't even ca** me and when I contacted them, I was *ied to. I want them he*d accountab*e for LYING AND PUTTING MY HEALTH AT RISK!

  Business Response

  Date: 04/10/2025

  We appreciate ***** ***** sharing her concerns and the opportunity to address them here.
  
  Field leadership called and left voicemail messages for Ms. ****** but we have not heard back.  
  
  We can confirm that the medication in question was on a backorder mid-March, and it is still on backorder with zero available to order at this time. We can also confirm that this medication was recently transferred out. As an organization, we are working with suppliers to replenish supply as quickly as possible where we are encountering intermittent drug shortages. Here, we have taken this opportunity to reinforce with the pharmacy team the importance of taking steps to support patient's access to the medications they need, by searching nearby locations to locate the product.