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Complaint Details
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Initial Complaint
06/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I went to pickup my prescription, which stated the last day to pick it up was May 16th. I left work early to pick it before 6pm, even though this location's hours are 9am - 10pm on weekdays. Arrived at CVS and was told my medicine was no longer available for pickup as prescriptions are removed from pickup at Noon on the last day of pickup. Please see the attached screenshot of CVS' email to me regarding my prescription pickup. Nowhere in the email does it state I have until Noon/12pm to pick it up or the prescription won't be available, therefore my prescription SHOULD'VE been available for pickup until 10pm closing on May 16th. I explained this to the staff, and was of course ignored. This location has some of the rudest most dismissive employees I've ever encountered. If you don't care about people, why go into the pharmaceutical field? There's are reason this location's online reviews are terrible.
Business response
06/05/2024
On behalf of CVS Pharmacy, Inc. I would like to apologize to ***************** for the problem encountered with her local CVS. At CVS, our goal is to be a trusted partner in our patients' health care. When we find that we have disappointed a patient, we believe that it is important to understand what happened and to take the appropriate action.
Field leadership spoke with ************ to apologize for her experience, reassure her that the pharmacy ordered her medication, and confirm that she was able to pick it up the next day. We will align the team to reinforce service standards and set clear expectations moving forward.Customer response
06/05/2024
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 #********. CVS Team Leader, ***** made me feel heard, and I found him to be very polite.For privacy, please remove my name from CVS' response
Thank you.
Initial Complaint
06/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased an AMAZON gift card at CVS (*************) 5/08/24 for Mother's Day gift to my mom, put $25 using my credit card. The clerk at the register did this transaction. My mom opened gift card and numbers were missing from the "redeem" section, and other numbers as well. I went back to CVS and they immediately said they don't refund or help with gift card purchases. I called CVS 888 and **************************************** to customer service. Both hung up on me. I also contacted Amazon and they couldn't help me as they didn't recognize any numbers on the card. I then contacted AMEX for assistance. CVS does not want to be held accountable for selling fraudulent gift cards. I paid $25 for a card that cannot be used.Business response
06/06/2024
Good Afternoon,
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 $25. 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.Initial Complaint
05/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Listed online the cvs at ************* is the only 24 hours pharmacy. This is a blatant lie, not only did I wait 20 minutes for ****** the rep working to even come to the drive thru window but he was rude and aggressive towards me for requesting an inhaler that is in stock online. He said "his phone call is more important" then deliberately refused to assist me with an over the counter medication that I NEED TO BREATHE!!! he told me to go to an urgent care, which are all closed and deliberately directed me to a closed pharmacy KNOWING THEY WERE CLOSED!!! I'm disgusted by the lack of professionalism and care for the community you serve. There is absolutely zero reason he could not help me yet he argued with me. Tried to send me somewhere he knew was closed or 45 minutes away. He's an absolute a****** who deserves to be fired for his rudeness and refusal to do his VERY simple job.Business response
06/06/2024
Good Morning,
On behalf of CVS Pharmacy, Inc.I would like to apologize to ************ for the problem encountered with her local CVS. At CVS, our goal is to be a trusted partner in our patients' health care. When we find that we have disappointed a patient, we believe that it is important to understand what happened and to take the appropriate action.
The District Leader has tried to reach ************ multiply times regarding her concerns but has been unsuccessful at this time.
If we can be of further assistance,************ can reach out to our Customer ******************** at ********************************* ***************) and reference incident number S-11093584.
Thank you,
****** |Executive Support, Retail Customer Care
***************************************************Initial Complaint
05/30/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a $100 gift card for my daughter (Amazon) 4/11/2024. When my daughter pulled the back sticker to use it, one of the digit came off and the person on the phone with her told her to take it back to the store to get a different one. CVS from the beginning gave me a hard time and when they scanned the gift card, it said it was used, and of course they couldn't tell me what was used for, so they refused to help me. Amazon refused to help us as well after spending hours and hours on the phone with them. I decided to call my credit card company ( TJMax) and dispute the payment since it wasn't due for a week or so, so the girl from the credit card company told me that she couldn't stop the payment but assured me that I get my money back after they invastigate. When I called them again they said that it was my responsibility to pay it. I got Screwed (sorry for the language) from Amazon, CVS and TJMax CCard and wasted soo much time for this.Business response
06/10/2024
We thank Ms. ***************** for their patience while we researched this matter.
I am happy to report that our team was able to obtain a credit for the Amazon gift card in the amount of $100.00. In turn, we have issued a refund for that amount back to the card ending in 2642. The account holder will see their refund within 3-5 business days.Initial Complaint
05/30/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
CVS sales fraud case:I went to a local CVS in *******, ** roughly around March 2022. I was signed up against my will to a subscription program (CarePass). I did not catch the charges until December 2023. I called customer service in December 2023 and they confirmed that the service was not utilized even once as a proof that i did not want to sign up for the service. I was advised to cancel the service and email customer service with the details to investigate. I called customer service back in may ********* and there was no record of the case. I was offered a 6 month refund which i rejected and asked the issue to be escalated. I was also informed that because i cancelled the plan, the use history is deleted from the records and I no longer able to prove that i never used the service. I am asking for full refund + interest for all the charges as well as investigation around those shady business practices References:Account # **************** complaint case # *********Business response
06/03/2024
Good Morning,
On behalf of CVS Pharmacy, Inc., I would like to apologize to **************** for the experience with his 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 ExtraCare Plus team has reached out to Mr. ******* and apologized for his experience. The ExtraCare Plus team has processed a refund in the amount of $110.00 back to Mr. ******* due to him never using the ExtraCare Plus rewards. Mr. ******* was happy with the resolution provided.
If we can be of further assistance, Mr. ******* can reach out to our Customer ******************** at ********************************* ***************) and reference incident number S-11044395.
Thank you,
****** |Executive Support, Retail Customer Care
***************************************************Customer response
06/04/2024
[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
05/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
CVS pharmacy at **************** NE refused to refill an essential prescription AFTER stating it would be ready after 2:30 yesterday afternoon. After patient called doctor ******* CVS CALLED the patient and left phone message that essential prescription would be ready for pick up by 5pm yesterday evening.Before patients friend left to make the trip to pick up the medication, friend called CVS and was told they dont have the medication at the store!!!They called patient and gave false information. They refused to escalate the delivery of the medication yet previously CVS refused to allow essential medication be provided by another pharmacy under patients insurance which is Aetna. CVS owns Aetna which is an extreme conflict of interest! CVS knew about their poorly managed pharmacy in **************** and failed standard of care for the pharmacy!! No concern for patients comfort, pain control or costs to family and friends assisting with the patients care! However at the same time, CVS employees Pushed their CVS specialty drugs by calling incessantly like street drug pushers!!NEED CVS pharmacy to fill prescription TODAY!!!Business response
05/30/2024
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.
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 patient receiving the medication.Initial Complaint
05/30/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I didnt think too much about the fact that I could not find my receipt for my items when I unpacked them. I had paid cash for the purchase at the CVS Pharmacy in **********, **. However, I realized my transaction was a scam because the $203.25 was deducted from my ******************* account on 05/24/24, at least 2 weeks after my visit there. I am a victim of identity theft. have been targeted. The receipt was kept by the cashiers and my bank info was used to charge me again for a cash purchase. I disputed the transaction as soon as I saw the fraud transaction in my account. Im afraid for my safety as an active senior citizen.Business response
05/30/2024
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.
To properly address their concern, we ask that *************** please provide the date of the initial cash purchase as well as items purchased. We ask that he also confirm store location to be **************************************************************.Initial Complaint
05/29/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
CVS pharmacy is no longer answering their phones. They are saying that it is a new corporate policy that they do not answer phone calls. Well, they do not return messages either. We are a doctor's ****** that needs to call in prescriptions to the pharmacy. When they do not answer or return calls, we cannot do our job and send over these refills, which means patients may have to go without medication. The goal of the complaint is to get to someone at corporate that will actually listen as the store manager and pharmacy staff do not care. This has been occurring for 6 months or more. This is bad business and could potentially affect someone's life if they are without necessary medications. Thank you for your help!Business response
06/03/2024
Good Afternoon,
On behalf of CVS Pharmacy, Inc.I would like to apologize to ************ for the problem encountered with her local CVS. At CVS, our goal is to be a trusted partner in our patients' health care. When we find that we have disappointed a patient, we believe that it is important to understand what happened and to take the appropriate action.
The District Leader reached out and connected with ************ regarding her concerns on Friday. The District Leader aplogized for her experience and explained she will follow up with the pharmacy manager to address her complaint and assure it doesnt happen again in the future. ************ was pleased and happy to have heard from the District Leader.
If we can be of further assistance, ************ can reach out to our Customer ******************** at ********************************* ***************) and reference incident number S-********.
Thank you,
****** |Executive Support, Retail Customer Care
***************************************************Customer response
06/03/2024
[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
05/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Good morning. I have been facing constant harassment and attitude as a customer at ********************** in *******, MD (Store #****). They filled a script of mine and it was missing 7 pills. I tried going through CVS customer care and the ********************** to resolve the issue. This was medication I could not miss. I was harassed and chastised by both female pharmacists from the store who constantly shouted and said how they were going to be stuck with extra pills if they fix the issue. Eventually I had to go through the manufacturer to report the issue and get missing pills which took a month. Since then the pharmacists have gone out of their way to harass me by moving the pharmacy tech out of the way to speak with me still about the missing pills debacle, writing handwritten notes on my medication saying it's full and I need to double check. And repeatedly not filling orders I submitted for refill. I'm still waiting for 3 weeks now for one of my medications that isn't that hard to fill but they are saying out of stock. I've never had this issue at out of town CVS. This has occured more than once. They are trying to get me to stop going to the pharmacy and really for my physical and mental health I am ready to be done with CVS facing this constant childish harassment. I want them to just fill my medication and stop harassing me.Business response
06/04/2024
Our field leader has spoken with ******************** to advise there was an issue with getting his testosterone in stock because it is back ordered. No nearby stores have any in stock. The pharmacy team has reached out to the doctor's ****** for an alternative that is readily available and in stock.
******************** has stated he is willing to switch to the alternative in the future but will want to continue with his current treatment. The ******* across the street has it in stock and he will be picking it up from there this time.
******************** was provided our district leader's contact information so he can reach out in case he needs anything in the future.Customer response
06/04/2024
[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
05/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
CVS sells gift cards and they are being tampered with. They have them out for anyone to access instead of keeping them locked behind the counter. When a gift card is tampered with and the purchaser loses their money, CVS does not refund and the customer loses their money. There are hundreds, possibly thousands of people who have been affected.Business response
06/03/2024
We thank ********************* for their patience while we researched this matter.
I am happy to report that our team was able to obtain a credit for the Nordstrom gift card in the amount of $75.00. In turn, we have issued a refund for that amount back to the card ending in 0682. The account holder will see their refund within 3-5 business days.Customer response
06/05/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*****************
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