CVS Customer Service Issues

I purchased a Glucose Meter for my father at [redacted] Sutter St in San Francisco. When I delivered it to him, we were surprised to find the box empty. This has never happened before with previous purchases from your store. As a large chain in the USA, I expect better quality control to avoid inconveniencing customers. I need to file a complaint and request a refund of $21.79 to my credit card promptly. The details from my receipt are Approved# [redacted] Ref# [redacted], last digits of my Visa card [redacted], purchase date March 3, [redacted]. The barcode number is 3[redacted] 0[redacted] 17. I am currently in Peru, my cellphone is [redacted]16. Please process the refund as soon as possible, as I feel cheated buying a product from you only to find an empty box. I await a resolution.

I used to regularly receive customer care coupons from CVS through email and mail, but they suddenly stopped coming in last year. I recently spoke with Tamika from customer service who mentioned that without recent purchases at CVS, they couldn't track my account. Since I haven't shopped much at CVS since January 1st, I understand that this may be the reason for not receiving coupons. However, the lack of incentives like these coupons makes it less appealing to shop at CVS. It's confusing that CVS wouldn't want to entice customers like me to return through these promotions. The absence of these coupons is counterproductive to retaining loyal customers.

I am frustrated with the lack of options for contacting CVS other than the pharmacy. I do not want to sign up to address my concerns. I have been a loyal customer since CVS was Thrifty, but I am disappointed in the prices. Today, when I tried to buy nail polish for $20.00, I was shocked. The same product across the street is only $3.00. Your store's prices seem unreasonable, and I feel like I am being overcharged. It is disheartening to see that affordable cosmetics are being discontinued. I will not be shopping at CVS anymore. I will recommend Walmart to others due to the price difference. CVS should reevaluate its pricing strategy before losing more customers.

I recently received a $2 off promotion from CVS for "household goods and more," which I added to my card. I carefully reviewed the exclusions but was unable to apply the discount when purchasing toothpaste at the Castro Valley CVS location. While toothpaste was not listed as an exclusion, the cashier argued it was not a household product. After requesting to speak to a manager and waiting 15 minutes without assistance, I left feeling frustrated. CVS should clearly outline exclusions in their offers to avoid customer confusion. Additionally, staff should be trained to handle such situations respectfully and have a thorough understanding of the promotions they are enforcing. The overall experience, from the initial offer to the lack of managerial support, was unprofessional.

I am constantly receiving medication reminder calls from CVS for prescriptions I haven't requested. They inform me my prescription isn't ready when I haven't anticipated it to be. I just collected my prescription yesterday, so these calls are unnecessary. Moreover, the previously picked up prescription was incorrect; it took multiple visits to the store and a phone call to rectify the mistake. It seems there might be an issue with their process. Additionally, the music played while waiting on hold needs improvement as it sounds unpleasant.

After being discharged from the hospital following a quadruple bypass, I was given a bag with post-care instructions and crucial prescriptions. I dropped off the list of medications at my local CVS and upon picking them up, I was assured everything was inside. However, once home, I discovered the rhythm-controlling heart medication was missing. Unfortunately, upon calling the pharmacy, I found out it was out of stock and no longer possible to obtain, potentially risking my health. I am eager to understand CVS's policy on unfilled prescriptions and the actions they take to assist customers in such critical situations.

During a recent visit, I was prompted to sign up for an Extra Care Card at the store. Even though I didn't have one, I provided the cashier with the phone number associated with the account. Upon payment, I received a $2.00 off coupon. On June 4th, when my wife and I went to the pharmacy to pick up her prescription, she too was asked for an Extra Care Card. Despite not having it, she used her phone number linked to the account and received another coupon for $10 off a $60 purchase. We decided to shop after picking up the prescription and attempted to use both coupons. However, we were informed at the checkout that we couldn't apply both discounts due to mismatching numbers. The manager couldn't provide a clear explanation for this issue. We ultimately utilized the $10 discount and had to forgo the $2 coupon. The confusion surrounding the Extra Care Card and coupon usage left us puzzled about the process.

I have been a loyal customer of CVS for over 10 years, using their services in both North Carolina and Maine. While visiting my family in North Carolina, I needed to refill my prescription due to my father's illness. Despite having a long history with CVS and having all my information in their system, a certain pharmacist at the CVS in Hudson, N.C. refused to fill my prescription for my chronic pain medication. Even though everything was in order and there was prior authorization, he declined to assist me. As a retired law enforcement officer battling complex health conditions, I felt extremely disrespected by his actions. If CVS allows pharmacists to deny filling legitimate prescriptions, this policy needs to be reconsidered to ensure consistency in customer care. It's disheartening to be treated this way by a company I have trusted for so long.

At CVS Ephrata, the website displayed HP Ink Cartridge Black 61 for $24.99 in-stores. When I visited the store, the price was $26.99. The clerk mentioned I needed to buy online for the lower price, despite the website stating it was in-store only. The clerk then pointed out that prices may vary between stores. This conflicting information and pricing policy have led me to decide to take my business elsewhere. CVS, this is not the first time such discrepancies have occurred.

To CVS Management, I am reaching out regarding my recent visit to CVS on July 8. Upon arrival to pick up my prescription, I was informed it required physician authorization, despite having been previously notified that it was ready. After speaking with the pharmacist about the delay and trying to retrieve the name of the staff member who provided the initial information, a misunderstanding occurred when I reached out to read her name badge. Apologies were exchanged, and I proceeded to explain the situation with the pharmacist. I expressed my frustration about the delay and emphasized that it was CVS's responsibility to obtain the necessary authorization, not mine. Another pharmacist intervened, contacted my physician, and assisted in resolving the issue. While discussing the matter, I may have come across as overly assertive, unintentionally escalating the situation. I believe it's important for pharmacists to recognize the impact of their words on customers, as they may not be aware of the personal circumstances behind a prescription. Clear communication and empathy are key in such situations to avoid misunderstandings and ensure a positive customer experience. If you require further information or have any insights on how to improve such interactions in the future, I would appreciate your attention to this matter. Thank you for your understanding and assistance.

I received an email offering (3) 12-packs of Cokes for $9.00, but my CVS store, located at [redacted] Moreland Ave in Atlanta, refused to honor it. When I spoke to the cashier, Kris, who claimed to be the manager, she said they couldn't accept the coupon. I contacted the CVS Care Team, but the representative couldn't find the coupon and only offered me a $5.00 discount on my next purchase. Considering the (3) 12-packs would cost around $20.00, the $5.00 off would still make them $15.00, not the $9.00 from the original coupon. Now, after waiting for a response from corporate for 6 days, I haven't heard back.

I had an unusual experience at CVS recently on 7/30/19. I purchased baby wipes that were scented with flower essences, but they ended up smelling like a woman's unwashed genitals rather than flowers. This trend of infusing products with such scents is concerning due to its unsanitary nature and potential spiritual consequences. Additionally, I encountered a foul odor resembling feces in a South Jersey CVS, which may have been intentional to drive customers away. I find this behavior immature and will not be deterred. Thank you, BarbaraAnn Pendse

My husband and I recently visited a CVS store in Renton at 8:30 pm. I was looking for Ensure for my brother and some hair dye. Although I usually shop at Fred Meyer, I decided to try CVS this time for potentially better prices. Unfortunately, the staff called security to the front desk twice and continued to watch me suspiciously as if I were stealing. This behavior made me feel extremely uncomfortable, especially since I paid in cash with no issues. My husband and I even recently purchased a new truck in cash. Despite not looking my best due to a recent family loss, I found their actions disrespectful and the overall customer service lacking. I won't be returning to this CVS and won't recommend it to others. - M. and S. Spearman

I recently had my reward card canceled and reissued. I would like to request the cancellation of the current card due to identity theft issues. Someone has been fraudulently using my card for medical benefits, although I have not filled any prescriptions this year. I kindly ask the pharmacy to stop this fraudulent activity. Please consider purchasing sulphur soap. Additionally, conducting employee audits at your establishment is crucial. There seems to be confusion between antibacterial, antiseptic, and antiamorial products. I urge you to investigate. I have reached out to managers in Royal Oak, MI, and requested information to be forwarded as I am currently in Chicago, IL. Despite efforts, I have not received any communication via mail, phone, or email. I will visit a physical location and request a contact name. Thank you, Gwen Denise Hendrix.

The CVS Pharmacy at [redacted] Louetta Rd., Spring, TX [redacted] has employees such as Jessica and another staff member wearing a yellow and orange headscarf and glasses who were unhelpful when trying to fill my One Touch Verio strips. Despite multiple visits over the past three days and assurance from Dr. Damaris Vega that the information was sent, they were unable to assist. After waiting for an hour today with little progress, I decided to leave without the prescription. We have been loyal customers and expected better treatment. This experience of prescriptions not being ready when promised is disappointing. M. A. and W. W. Madden

I received a prescription for a 30-day supply (90 tablets), but the pharmacy only gave me 30 tablets after a delay. After reaching out, they admitted the error and asked me to return the next day. Upon follow-up, I discovered they had not dispensed the remaining 60 tablets due to insurance coverage concerns. Despite offering to pay the difference, they claimed they couldn't help, which is frustrating given the series of mistakes. I have been patient, needing this usual medication for years as prescribed. I simply want the remaining tablets promised to me on time. I expect basic pharmacy service without unnecessary complications. I am willing to pay any extra costs. Thank you for addressing this promptly. J. Mudie

Hello, Yesterday evening, I visited a CVS location on Hwy. 45 in Austin, TX [redacted]. An assistant manager at the store refused to accept my coupons, claiming that the phrase "One coupon per purchase" meant I could only use one coupon for my entire transaction. I had four items and four manufacturer coupons, all without limits stated. The assistant manager did not understand that this phrase indicates one coupon per item, not per transaction. I even tried to explain with another coupon that stated "One coupon per purchase; maximum of four coupons per shopping trip," but she still insisted I needed to do four separate transactions during one shopping trip. I am seeking clarity on this matter to share with the store. Thank you, Kerri

I purchased AA and AAA Duracell batteries on August 20 with a prepaid valued customer debit card. Unfortunately, I needed to return them as they were the wrong type of batteries. When I tried to return them with the receipt, a female worker spoke to the manager and after whispering something, they said I needed to return during the day because I didn't have the card on me. I felt insulted and disrespected, possibly due to my race, as I wasn't provided with any policy explanation for the refusal to process the return. I am requesting an apology, a refund, a compensation gift, and disciplinary action for the employee involved due to the embarrassment caused in front of other customers.

Regarding store #[redacted] and prescription number [redacted] dated 10/2/[redacted], I am a 68-year-old Medicare recipient with hypertension. After receiving a text from the store requesting insurance information or a phone call, I contacted them to provide my details. Despite being in their system, they only wanted specific information over the phone, such as member ID, health plan, and group number. I requested to speak with pharmacist Ms. Krupali Trivedi, who was unhelpful and insisted I visit the store with my insurance card. Upon going to the store, she did not ask for or look at my card. As a retired physician from India, I was disappointed by the treatment I received. If a senior citizen faces such difficulty, I worry for others, especially disabled individuals. I have decided to stop using CVS and switch to Walgreens due to this experience. I urge you to address this matter seriously and take appropriate action concerning your employees.

Why is there an automated call system for prescription refills when the pharmacy staff doesn't actually fill them? I was informed that I must speak to a live person to request a refill. It feels like a waste of time. Additionally, when waiting to speak with someone, the hold times often range from 15 to 20 minutes. I also wonder why there isn't sufficient pharmacy staff available to assist customers after 5:00 p.m. - this is when many working individuals come to pick up their prescriptions. Long lines form both at the drive-thru and inside the store during this time.