ComplaintsforLong's Drugs

• Initial Complaint

  10/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  When I bought a Bluetooth Smartwatch on Oct. 16, 2023 at 5:53pm I asked the cashier if I could return the items. The cashier said yes just make sure you bring it in with your receipt. When I went into the store Oct 24, 2023 about 5:40pm the Manager ***** could not give me refund. He said this is no longer in our system. When I purchased the Bluetooth Smartwatch No sign was posted all Sales are final on clearance items.

  Business response

  12/04/2023

  We appreciate *********************** sharing her concerns and the opportunity to address them here. At Longs Drugs, 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.
  Our field leadership team has taken steps to address the issues raised by **************, reinforcing with the store team the importance of communicating professionally and effectively. The store manager will be aligning his team on customer service expectations as this situation is not a reflection of his leadership and service expectations.
  In addition, our field leadership team spoke to ************** and was able to resolve her concerns. They have arranged for a gift card to be ready at the store for her trouble. ************* was also informed that she can reach out to the field leadership team directly for any future issues at any store going forward. ************** was satisfied with the resolution and accepted our apologies for the situation. 

• Initial Complaint

  06/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Aloha,I received a rain check for ******* Chicken Broth that was on sale several weeks ago for 4 for $5.00.On June 26, 2023, I tried redeeming my rain check and was told that I could only purchase a total of five (5) cans.This was totally ludicrous as my rain check reflected that I was entitled to purchase twenty (20) cans.Upon speaking with the store manager (*******), I was told that an item on sale has no limit and that a customer could buy as much as they desired.This practice is totally ridiculous as someone could buy one hundred (100) cans and buy out the item, and a customer like me who comes after that person would have to get a rain check and only be able to purchase five (5) cans when the item becomes available again.It is respectfully requested if Your company can re-evaluate your store policy and make changes!******,***************************

  Customer response

  07/08/2023

  I have not heard from the business in response to my complaint.

• Initial Complaint

  02/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was at the pharmacy located 86 ************************************************** and I was trying to get medicine for my son he had a fever and my daughter and I was under the weather as well but like usual when me and my family come to this pharmacy it's always an unprofessional atmosphere for example for my family specifically they ran out of Tylenol and motrin for my daughter but they had my sons medicine and on top of that every time our family comes they make us wait well or 20 minds each time .In addition on 02/17/23 my son ,my daughter and I just left the ** and **** told us when we arrived at the pharmacy with our prescription paperwork from ** **** didn't have a name badge or anything so my wife asked her what was her name and she smiled and said **** like my green hair while knowwe have been waiting over 30mins for **** only to tell us without making any effort or sign of emphathy for my sick children 2 and a 8 month old suffering so check or call so see why the system was down she said hmsa system was down and that we needed to pay for our medicine then asked to be reimbursed and our constitutional rights have been violated under the 8th amendment cruel and unusual punishment and we have been discriminationated against based on economics,race,and disability no reasonable accommodation was made .

  Business response

  02/23/2023

  At CVS, our goal is to be a trusted partner in our patients healthcare. As such, we appreciate ***************************** sharing his concerns and the opportunity to address them here.
  
  Field leadership investigated and found no evidence of discrimination against the patient and family members present. Field leadership also found no evidence that the pharmacists did not want to fill or refused to fill the medications. 
  
  In their investigation, field leadership found the patient's insurance HMSA Quest was down temporarily and the pharmacist told the patient that they would not know when it would come back online. The pharmacist suggested they pay for it first and when the insurance came back up, the pharmacy would reimburse them.
  
  Field leadership validated that they spoke to *********, the mother of the patient, on 2/23/23. They discussed the process of insurance adjudication and what options the pharmacy has to offer when insurance is down. The customer confirmed that the team did offer for her to pay in cash and get reimbursed by the insurance later so she didn't have to wait; but the customer refused. Field leadership told the customer that the concerns around the service she received would be addressed. After the call, field leadership has coached the pharmacist and the rest of the pharmacy team to reinforce service standards and set clear expectations moving forward.      

• Initial Complaint

  01/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 12/19/2022, I purchased Uber gift card for $150 from CVS store # **** at Register # 2, transaction # ****. I still have the purchase receipt and gift card. I was in possession of the card until several days later when I scratched off the back and entered the code into the Uber app. I received the following message, "Gift card is already redeemed ". I retried multiple times, getting the same message. I went to the store where I purchased the card and an employee told me "it's a common scam" and I need to call CVS corporate office. I did and after two weeks, I was told to call ****. I called Uber and they told me to call CVS. I called CVS again and they told me there is nothing they can do for me. I conducted a ****** search and found out many other victims purchasing gift cards at CVS just to find out the gift card has already been redeemed. CVS employees are aware of this scam but are not warning customer because CVS customer service rep told me "Warning customers would be bad for business".

  Business response

  01/31/2023

  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 corrective action if necessary.
  
  Our Research team has confirmed that the pre-paid card was successfully activated at the time of purchase. As a courtesy, our team requested that the card be deactivated so CVS would be credited and in turn, would be able to issue a refund. Unfortunately, our request was denied. 
  
  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. 
  
  If we can be of further assistance, ******************** can reach out to our Customer ******************** at ************** ***************) and reference incident number S-*******.

• Initial Complaint

  11/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  CVS has been charging my debit card every for a "Care Pass" account. Earlier this year I complained and tried to cancel the account. I was assured that this account would be cancelled, but I just found out that the debits are still being charged.

  Business response

  12/07/2022

  We appreciate ************** bringing his concern to our attention and apologize for his experience. Our team was able to connect with *********************** and refund $66.00. We also canceled the membership and removed the card on file. 

  Customer response

  12/08/2022

  [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:
  
  Thank you for your assistance.  While I do not feel that the refund is adequate, I accept it.
  
  Regards,
  
  *********************

• Initial Complaint

  10/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  CVS continues to re-fill my prescriptions without authorization. I am not on automatic re-fill yet my prescriptions continue to be re-filled. I have addressed this issue with this CVS location for over a year yet this unethical practice continues to happen. I am told that they do not now how they are getting re-filled. We wonder why insurance is so high - this practice is the perfect example. It is dangerous as well as a scam.

  Business response

  10/31/2022

  We appreciate ********************** bringing her concern to our attention. She had been enrolled in Scriptsync in August-- so it schedules prescriptions to be filled. We have disabled Scriptsync, Readyfill and future register prompts. Moving forward, no prescriptions will be filled unless Ms. **************;or her provider(s) requests them to be. 

  Customer response

  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. 

  CVS said it would no longer happen.
  
  I waited to respond to you as I wanted to see if my prescriptions would be auto filled for December. They re-filled my prescriptions AGAIN without my authorization. I was told once again (this has been happening for well over 1 year) that they had no idea how they were re-filled.  How and why are they able to re-fill a prescription without it being requested? To me this is fraud and one of the reasons prescription and health insurance prices are out of control.
  
  Please advise me on what steps I should take next. 

  Business response

  12/13/2022

  Through our research, it appears that ************************ prescriptions are being targeted for our One Time Scheduling program which is separate from ReadyFill.  Prescriptions are being enrolled into the program through register prompt acceptance.
  
  The OTS program offers to schedule the next refill on eligible prescriptions including maintenance medications not enrolled in ReadyFill, on a one-time basis. Accepted offers are scheduled to be filled a few days before the next due date  so that it is ready for the patient when they need it. We have disabled the program for **********************, and will reach out to the store team to remind them to offer best practices to ensure patients are fully aware of what they are consenting to.

• Initial Complaint

  09/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  September 20, 2022 Between 6PM to 7PM CVS Store **** I and my wife (*******************************) had scheduled the vaccine booster to this store. We went there as schedule and we approached the counter and the lady (the name in the document is *************************), and she was nice. We gave her our vaccination cards and our insurance cards. She did the proper documentations in the computer. She returned our insurance cards, but not the vaccination cards. We were advised that we need to sit down and wait for her in the vaccination room. We waited and she came with the tray with the vaccines and paraphernalia. We asked for our vaccination cards, and she said to my wife I returned it to you and also, I asked mine and she said here it is. So, my wife complained, where's mine. She said she cannot find it and kept insisting she returned it. She tried to look for that because we have requested to look for it but she returned and told us that she cannot find it anymore. We can replace it anyway, she said. But it is not acceptable, we are very careful with that document and how come, she had it only for 15 minutes, and she misplaced it and she cannot find it. She had no regrets and don't even bother to look for it because we saw her already serving other customers. And also, we approached other Pharmacist and she suggested that we can prepare you a new one, anyways other people lost it and we prepare new one for them. We approached the Manager -on duty (*****) but he said that he will look for it by reviewing the camera. He came back and he said reviewed the camera and he cannot find it. There are no solutions offered to us on how to handle this, only give assurance that they will look for it and will call us if they find it. The lady is messing up with the documentations, how much more she is giving the vaccine booster to the patient, she can also mess up. We don't really making it a big deal but this lady has no remorse that she lost the vaccination card.

  Business response

  09/27/2022

  We appreciate Mr. **** bringing his concern to our attention. 

  Field Leadership spoke with the pharmacist and she said she thought she gave back all of their cards. They did look for it and she apologized and made a new card with the correct dates.  She said the customer was upset and didnt want to accept a new card.  The pharmacy staff all tried talking to her and letting her know that it is okay to make a new card and that they would call her if they found the card. The pharmacist said she asked for her name and to sign that she was making a new card.
  
  Field Leadership spoke with the pharmacist working today and they did locate the card later in the day. Field Leadership states they have asked the pharmacists to call Mr. and Mrs. **** to notify them that they found the original card.
  

  Customer response

  09/28/2022

  [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,
  
  ***********************

*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. ↩