CVS Customer Service Issues

I have relied on CVS Pharmacy in my hometown for years, with great satisfaction. However, my college students in different towns have faced challenges getting their prescriptions filled, without any assistance in finding coupons or discount cards. Working multiple jobs to afford healthcare, I strive to avoid Medicaid. Today, another incident left me frustrated. Since March, my son has encountered issues every time he tries to fill his Vyvanse prescription; today, he was wrongly told he needed another pre-authorization due to the incorrect dosage being filled. Despite having insurance approval for a year, the pharmacist at CVS on North Columbia Street in Milledgeville, GA, refused to talk to me and declined to fill the prescription. After visiting two other CVS locations, each 40 miles away, where the medication was reportedly out of stock, I seek to resolve this and apologize for my reaction. I hope CVS can continue to serve us, and I aim to remain a loyal customer instead of taking our business elsewhere.

I didn't receive the medicine sent from the ER at my pharmacy. The ER charge nurse acknowledged this is a common issue. I redirected the prescription to a different CVS to avoid a long round trip. Despite having it called in at a 24-hour CVS near the hospital, they couldn't find any record of it at 11:30 pm, causing delays. After a frustrating morning driving 60 miles, the medication wasn't available. Eventually, the ER confirmed sending it at 11:32 pm. Trying different locations, it was still unavailable. The ER mentioned similar issues with this CVS multiple times a week. After hours of back and forth, the prescription was finally sent to a different CVS location. This situation, involving a long journey and multiple failed attempts, is unacceptable, especially when it's for a loved one like my mother.

I have been a customer at Montville CT CVS since it opened. Lately, I've noticed a decline in service every time I visit. Today, I went to pick up an urgent prescription, but after waiting for 3 1/2 hours, it still wasn't ready. The pharmacy manager, who I believe is named Nahem or something similar, was extremely unhelpful. When I tried to speak with her, she ignored me and pretended to be on the phone. CVS has a monopoly in our small town, and the only other option is Walgreen's, which doesn't have a drive-thru. This leaves many disabled and handicapped individuals with limited choices. Improvements are needed to keep customers satisfied.

Yesterday, I placed an order for one prescription for myself and one for my wife. The computer indicated that my wife's prescription would be ready by 9:00 AM today. My prescription was for Imitrex, prescribed for 12 tablets, but my insurance only covers 9. I have been trying to have the additional 3 tablets billed through Envision. Sadly, the employee who took my order neglected to add the extra tablets. Upon visiting the pharmacy this afternoon around 1:15, I was informed that my wife's prescription wasn't prepared yet. I had to navigate back through the store, join the line again, and finally receive both prescriptions. To my disappointment, the extra 3 tablets for me were missing, and I had to wait in the parking lot for about 15 minutes while they processed the order. I requested a text message notification once it was ready, which I agreed to. However, after waiting for over half an hour in the heat, I decided to call the store, and to my surprise, they informed me that my order was already completed. This experience has been extremely frustrating, and I will be taking my business elsewhere due to the unacceptable customer service provided. I have also attempted to reach out through the corporate website via email multiple times without success. I believe a refund for my purchase should be issued.

I recently picked up my prescription at the Norman CVS on [redacted] W Main Street. I was quite alarmed to hear the pharmacist loudly announcing other customers' prescriptions while I was inside the store. Even though I was some distance away, I could clearly hear the details of what others were picking up. When it came to my turn, the pharmacist also announced my prescription loudly enough for anyone nearby to hear. I promptly called the store to voice my concerns and asked to speak to the manager. However, the staff member I spoke with did not seem to grasp the seriousness of the situation. This is a severe violation of HIPAA regulations and I am worried about the consequences that customers could face due to this lack of confidentiality.

On June 18, [redacted], my doctor requested a 30-day prescription of Vyvanse be filled at CVS pharmacy on Ryan Street in Lake Charles, Louisiana, one day early due to my upcoming trip. Despite the usual restrictions on early fills for controlled substances like Vyvanse, my doctor approved it. When I contacted the pharmacy, pharmacist T’Chyra Silas rudely refused, citing it was too early by law. I compliantly asked for a later fill date, but she remained abrupt and unprofessional. On June 21, aware it could be filled then, I called the pharmacy around 8:38 am. After being informed it would be ready in two hours, I arrived at 10:30 am. Despite being told it would take another 20 minutes, Ms. Silas unexpectedly extended the wait time to two hours. When I inquired about the delay, I was met with further disrespect and avoidance from Ms. Silas. Having worked in customer service for over 30 years, I found Ms. Silas's rude and disrespectful behavior appalling and unwarranted. Her conduct may deter customers and tarnish CVS's reputation. CVS management should investigate and address these incidents promptly. Donna R. Email: donn****@gmail.com Phone: [redacted]-***-[redacted]

On Saturday, June 26, [redacted], I went to return an item at a CVS store that was not where I bought it. The manager said they couldn't process returns for items not sold in their store. This was new to me as a loyal customer who's returned items before without a problem. The manager at the following CVS store caused a delay in processing the return: [redacted] Garth Rd. Baytown, Texas [redacted] I'd appreciate clarification on CVS corporate return policy in writing. If CVS only allows returns at the purchasing store unless another location carries the item, it might impact my future purchases of expensive items at CVS.

I accidentally purchased the wrong items for my friend L.D. who is a quadriplegic. I thought it was necessary, so I got 2 fingertip pulse oximeters. Unfortunately, I lost the receipt. I reached out to CVS corporate, but they couldn't assist without the receipt, noting that the store manager has the final say. When I approached the store manager, she implied I was a thief due to the item's high value and being commonly stolen. Feeling upset about the $[redacted] or $[redacted] spent, I was embarrassed by the manager's accusations. Though I can't recall the exact store location due to daily beer consumption, I'm certain of purchasing them at CVS with cash. If no resolution is possible, I'll discourage others from shopping at CVS. Despite never having returned anything before, my refund request was denied, leaving me feeling like CVS got free money as I have no use for the products.

I used the CVS app to refill my eye drops, and my husband picked them up for me. When I checked the expiration date, it showed it would expire in 6/[redacted]. I noticed an orange circular dot with a handwritten expiration date of 6/[redacted] under the label. I contacted the pharmacy and requested an unexpired product, but they refused to accommodate me, insisting that I bring back the expired medication. Frustrated with the situation, I confronted the pharmacist upon my visit to the store. As a retired pharmacist myself, I found it concerning that the technician tried to handle the situation rather than the pharmacist. After much discussion, the pharmacist exchanged the expired bottle for a new one. I am disappointed by the inconvenience caused due to the pharmacy's negligence in dispensing expired medication. I have lodged a complaint with CVS and received reference number S[redacted], but I am still awaiting a response. I may pursue the matter further with the Georgia Board of Pharmacy to determine if this is now standard procedure.

In January [redacted], I signed up for Carepass. My credit card was charged, which is confirmed by my statement and the bank. However, I have been experiencing issues with accessing the benefits. Despite contacting customer service multiple times and being told they would follow up, I have not received a resolution. My bank suggested a three-way call with CVS to address the problem, but the customer service representative was unhelpful. After contacting the corporate headquarters and confirming the charge, I was unable to sort out the issue due to technical difficulties during the call. If this matter cannot be resolved promptly, I request a refund of the $48 I paid for the service.

I had a frustrating experience at CVS while paying a bill. The manager seemed disinterested and didn't greet me properly. After taking my $[redacted] payment, he made a mistake on the register, handed me the receipts, and ignored my request for change. When I inquired about my change, he was dismissive and asked what kind of change I meant. I was left feeling upset with the lack of customer service. It's disappointing to encounter rudeness like this at CVS, and the staff should improve their attitude towards all customers, not just those who resemble them.

I've experienced multiple issues with communication and inaccurate information from pharmacy representatives. Each time I pick up a prescription, there are significant problems due to the pharmacy having two profiles for both me and my husband, which they have failed to resolve despite assurances. Our prescriptions are often not ready, and we are provided with incorrect information frequently. The employees' behavior in the pharmacy has been upsetting, and one, Rose, even incorrectly claimed we have Cigna when we actually have United and private insurance. The constant mix-ups in their files have made the situation incredibly frustrating. Your assistance with this matter would be greatly appreciated.

I had a disappointing experience at the CVS on Poquonnock Rd in Groton, CT on 7/2/[redacted]. The male pharmacist on duty was rude and dismissive towards me when I went to pick up my Freestyle Libre test strips that were ordered by my doctor. Instead of the correct strips, I received the Freestyle Libre Lite which did not work with my test strip reader. Despite my doctor's efforts to fix the situation, the pharmacist was unhelpful and made me wait over an hour, even after explaining that I am a diabetic and recently had knee surgery. The lack of attention to detail and customer service has made me reconsider using CVS pharmacy in the future. - Kathleen Hall-Lanteri

Hello, I recently had an issue with an overcharge for glucose test strips that should have been covered by Medicare. After contacting CVS on 7/2/21, they mentioned sending the information to Medicare. Following up with Medicare on 6/28/21, I spoke to Giselle about the $[redacted].93 prescription charge, and she suggested contacting my Primary Doctor. The receptionist at my doctor's office confirmed sending the prescription to the pharmacy and found no issues on their end. When I called CVS back on 7/2/21, a rep noted that they bill insurance and resolve any prescription issues. After identifying the problem with my test strips ownership, they recalculated the amount owed to me and processed the refund to my Visa credit card at 11:44 am the same day. However, as of today, I have not seen the credit reflected in my account, and even the rep at the drive-through did not provide any useful information. I am still waiting for the amount CVS deducted from my account to be credited back.

I need to file a complaint about the pharmacy. We have been loyal customers of CVS for 20 years because of the great customer service, but today was disappointing. We were trying to refill my husband's Janumet prescription, and I requested a few pills while waiting for authorization. The pharmacist manager, Shane, was rude and unprofessional, not understanding the importance of my husband's medication. This contrasts with a past incident where they gave me the wrong prescription and urgently asked me to return. I find this inconsistency troubling and urge CVS to address this matter promptly.

I visited the pharmacy in-store and waited at the counter for assistance. Despite four staff members being present, no one greeted me. After five minutes of waiting, a woman finally acknowledged me and took my information for my children's prescriptions. She mentioned not having a prescription and questioned whether I had just left the doctor's office. After confirming with the doctor's office that the prescriptions were sent, she found one prescription but mentioned it wasn't ready. Even though I specified there should be three prescriptions, she only saw one and informed me they wouldn't be ready for another hour. I returned after four hours, paid $39, but realized that my insurance wasn't applied to one of the prescriptions. The drive-thru staff member didn't communicate this issue or inquire about it, leading to me waiting on hold for 15 minutes to address the insurance problem. Overall, the customer service at this pharmacy was disappointing.

I would like to request my medication history regarding the purchase and payment details for my daily fluid pill, Chlorlithadone 25 mg. This medication is taken alongside my blood pressure meds, and I have been using it for years. I need an emergency refill sent to CVS in Asheboro, NC ([redacted] or [redacted]) because my doctor is unavailable until Monday. I called the office three days ago for a refill, but the nurse failed to inform my doctor. Unfortunately, CVS claims I haven't been consistently taking my medication, which is inaccurate as I have received three 90-day supplies previously. I am concerned about my health as I have run out of my medication today and do not want to risk any complications. There seems to be a mix-up as CVS has been contacting my mother's home phone number for refill updates, even though they do not have that information on file. My contact number has remained the same for over 25 years: 1-[redacted].

Yesterday at the store on 59/Tidwell, around 5:45-6:00, I observed an incident involving what I believe to be the manager and a lady pharmacist. The manager searched the pharmacist publicly, seeming disrespectful. While waiting in line to be served, the manager prioritized other tasks, causing delays for customers. Two customers were using multiple coupons at the self-service registers, causing further delays for those waiting in line. When the manager focused on assisting them as the registers had issues, I expressed my concerns about the situation and the purpose of the self-service registers.

I want to address an issue regarding the lack of response from pharmacy phone calls. Recently, I have encountered this problem at two CVS locations. Today, the situation reached a breaking point when a Costco pharmacist waited on hold for 30 minutes at the CVS pharmacy in Concord, MA to transfer a prescription they couldn't fill that day. Frustrated, we opted to go to Walgreens instead. A similar incident occurred two weeks ago at the Scituate, MA CVS where I waited over 30 minutes on hold, then when I went to the store, they hadn't even processed my online prescription. They informed me of a 10-minute wait that turned into almost an hour. This poor service needs attention before customers start taking their business elsewhere, as I have chosen to do.

Subject: Refund Request for Cholestyramine Product Sandra Brandt [redacted] NW 75th Street Tamarac, FL [redacted] Phone: [redacted] Email: [redacted] July 13, [redacted] Sandoz Inc. [redacted] College Rd. West Princeton, NJ [redacted] Attn: Customer Service To Whom It May Concern, I am writing to address a concern regarding the Cholestyramine Orange flavor product that I recently purchased from CVS. Despite suffering from ongoing stomach issues, this product did not meet my expectations. After trying various over-the-counter remedies without success, my Gastro Doctor prescribed your product which cost me $[redacted].00 after insurance. Regrettably, the Cholestyramine did not dissolve properly when I used it as directed. Despite my best efforts, the product did not provide the relief I was hoping for when combined with Imodium. Understandably, the pharmacy could not accept the return of the unopened carton once it had left the store. As a widow facing discomfort, I kindly inquire if it is possible to request a refund for the unopened Cholestyramine product. The box remains in its original packaging from CVS. Thank you for your attention to this matter. Sincerely, Sandra Brandt