CVS Customer Service Issues

The CVS pharmacy on Montauk Highway in Bay Shore seems to be experiencing some issues. Recently, my doctor's office sent an incorrect prescription (lactulose) there. After being notified that my prescription was ready via text, I visited the pharmacy only to discover the error. Despite my instructions, the incorrect medication was not returned as requested. I had to make multiple trips to rectify the situation, but the issue persisted. The constant reminders about the incorrect prescription via text and calls were unnecessary. The inadequate service and long lines have prompted me to consider switching to a different pharmacy if these problems persist. The CVS in Bay Shore requires improved management to address these concerns promptly.

I would like to commend one of your employees, Makiko Mersand, a pharmacist at the Linton Blvd store in Delray Beach. I visited the store on Saturday, 10/26. While Makiko was assisting another customer, I patiently waited in line. A third customer cut in front of me, insisting she was already in line and proceeded to loudly express her frustration at the wait. Makiko calmly informed her she would assist once she finished with the current customer. Despite the woman's complaints, Makiko remained composed. When it was my turn, the woman rudely interrupted, claiming her spot, and verbally attacked Makiko and those around. I admired Makiko's professionalism while dealing with the difficult situation. She is truly an asset to your organization.

This is the third time in the last two weeks that I have encountered the same issue. I purchased two of the same items with a CVS coupon, but it was not applicable due to the buy one get the second at a percentage off promotion. There was no signage under the item indicating this offer. I have attached my sales receipt from 10/30/19 as proof. During yesterday's sale, I raised the issue of the missing sign to the cashier, and despite my concerns, he insisted it was in place. This situation feels like a classic case of "bait and switch."

At CVS #[redacted], there is a recurring issue when purchasing two of the same items and trying to utilize a CVS coupon. A problem arises during checkout where the CVS item is shown as buy one, get one at a percentage off, thereby canceling out the additional discount from the coupon. During a recent transaction, I pointed out to the cashier the lack of signage indicating this offer, to which he replied otherwise. This store has a history of such occurrences, making it seem like a "Bait and Switch" tactic. Management should ensure proper labeling of items to avoid customer confusion. I can provide a copy of my latest sales receipt if needed.

I attempted to sign up for 90-day supplies of my two prescriptions through the CVS websites, but encountered significant confusion which led me to abandon the process. Here are a few examples of the issues: 1) The pharmacy pages lack information about 90-day supplies and offer no option to alter the prescription status. 2) After navigating through extensive documentation, I reached the Caremark site without a clear explanation of what Caremark is and why it differs from CVS, which is frustrating. A unified user experience is essential. 3) Caremark prompted me to sign up or sign in and requested a member id without clarifying what this membership entails. The mention of a "Mail RX #" was confusing, as there was no explanation or guidance on where to locate it. The display of a card with numbers without context added to the confusion. I am discouraged by these design flaws and have decided not to proceed. I prefer paying more to obtain my prescriptions in person monthly for clarity and assurance. Thank you for the Saturday afternoon experience. - T. Kirby

I contacted a CVS pharmacy near my home to inquire about the price of a new medication for my child. Despite waiting on hold for nearly 15 minutes, the pharmacist explained they couldn't provide a price without the prescription. I've called before with new prescriptions and received pricing, so I was surprised. I visited the pharmacy in person to ask about the medication cost and address why the previous call ended abruptly. The pharmacist responded rudely, refused to give me the price, crumpled my prescription, and threatened to involve the police for harassment, barring me and my husband from the pharmacy. After being loyal customers for a decade, we now have to travel 20-30 minutes to another pharmacy due to this incident at the [redacted] West Main Street location in Dothan, AL. It's disappointing how unfriendly and unhelpful the staff has been consistently, with medications taking 6-8 hours to be filled. This situation should be addressed promptly.

I have observed that prescription refills are not listed among the top 20 complaints. This raises concerns about the staffing levels at this location. Every October, during the flu shot season, the pharmacy struggles to fulfill prescriptions due to inadequate assistance. I empathize with the situation as I have experienced the challenges that arise when corporate fails to address staffing issues promptly. I have been waiting for over two weeks for my hypertension medication refill. The pharmacy manager confirms that corporate believes they have sufficient staff, which is hard to believe given my own retail background. It's disheartening that employees are offering to work without pay to catch up on the workload. This situation is unacceptable and borders on exploitation. It seems like a decision made by someone higher up for personal gain at the expense of employees and customers' well-being. This matter warrants further investigation into the district's operational practices. If this issue persists, I am prepared to raise awareness online about the disregard shown towards customers and employees.

On October 30, [redacted], my $10 Care Pass reward from CVS did not work at the register despite being valid until that day. I tried to use two in-store coupons without success at 7:50 PM. My attempts to contact Care Pass support were not helpful. I called on the same night and spoke with Sonny, who promised to add the reward, but it was not done. I even confirmed with Care Pass earlier that day that it should work. I informed a manager in-store who suggested calling Care Pass, but that did not resolve the issue. The customer service experience has been disappointing.

I have been a long-time customer at CVS Pharmacy on Massachusetts Ave in Acton, MA. For years, they have provided a courtesy call to remind me when it's time to refill my Lisinopril prescription. However, recently I encountered an issue where I was told I needed to wait until I had only 2 pills left for Medicare to cover the refill. Despite calling CVS and following up on my prescription, I was informed that they had not heard back from my PCP for the refill. During my visit today, I found that the customer service was lacking. Despite being surrounded by 6 employees behind the pharmacy counter, there was no effort made to promptly resolve the issue. I believe the initial staff member I spoke with should have taken the necessary steps to contact my PCP promptly. I hope my feedback helps improve the customer service experience for others in the future.

I have been waiting for my BD Ultra Fine Pen Needles prescription for a week now from today. My local CVS still hasn't stocked them. As a person with severe Diabetes relying on two daily Insulin injections, I was directed by a CVS technician to a store far from my comfort zone. I believe these essential supplies should be readily available at my local CVS upon presenting my prescription. Running low on pens, I urgently need this prescription filled within the next 2 days! Can anyone assist me in getting my medication on time? Your help is greatly appreciated. A concerned CVS customer, J.T. PS: Please reach out to me directly as soon as possible. Diabetes poses serious risks.

I would like to escalate this matter to Aetna/CVS at the corporate level. I have been a loyal Aetna Medicare customer for 8-9 years, but recently, I received letters stating that none of my (6) providers, including the sole hospital in our small town, are covered anymore. Many customers, including myself, are being forced to switch to other insurance providers due to this issue. It seems like Aetna may not value its customers enough to address these provider network problems. I hope that Aetna can reach an agreement with my providers soon before I am forced to switch. Time is of the essence. Thank you. Sherry Mascari Oakwood, IL [redacted] Email: [redacted] Phone: [redacted]

I recently encountered a disappointing customer service incident at your [redacted] Amsterdam Avenue store. I was trying to buy laundry detergent and Gillette men's razors, both of which were locked up. After searching for assistance, I ended up at the front of the store where the cashier tried to call for help in the razor aisle. Despite waiting several minutes and searching for a salesperson, no one arrived. Eventually, as I was checking out, a staff member shouted from across the store about going to aisle 8. The cashier offered to hold my items while I tried to find the salesperson in question. When I finally approached her, she expressed frustration, claiming to be the only one available. This encounter left me feeling disrespected and unappreciated as a loyal CVS customer.

I have been receiving unwanted text messages from CVS, despite explicitly requesting no solicitations. This started after providing my cell number at a CVS pharmacy in ScIon Township, Michigan. I only consented to be contacted regarding my forgotten prescription. The texts, which come from [redacted]-[redacted], are invasive and even prompt me to accept refills in a state where I do not reside. CVS' business practices, including their opiate policy, have left me dissatisfied. On top of the text issue, a recent prescription was also filled incorrectly despite my clear instructions. It seems their staff struggles to follow simple directions or possibly benefits financially from errors. I do not wish to provide my email address to address this matter as I fear further solicitations. I am frustrated by the lack of customer service I have encountered and implore CVS to stop sending me these texts immediately. I do not want any more unnecessary messages; please respect my privacy.

Dear Sir/Madam, I wish to express my disappointment with the CVS pharmacy at [redacted] Long Beach Blvd., Long Beach, CA [redacted]. On December 3rd, I contacted the Long Beach CVS to transfer my prescription from another CVS in Mission Viejo, CA. Despite being assured that the medication was in stock the previous evening, I was informed the following morning that they did not have it. The pharmacist claimed to have dispensed the last dose earlier that morning, leaving me without my Vyvanse prescription. I found this explanation suspicious. Although she offered to transfer the prescription to another location as a courtesy, her attitude was unhelpful and unprofessional. This is not the first time I have encountered issues with this pharmacy, and I must state that the customer service at this CVS is subpar. Sincerely, [Initials]

I would like to provide feedback about CVS Springvalley in Richardson, TX. Since moving here six months ago, my husband and I have been customers. While we appreciate the staff, we have concerns about the store's cleanliness: 1. The drive-up window is consistently dirty, with old flyers and road grease on the metal. 2. The Women’s restroom has a dirty toilet bowl with molds, indicating poor maintenance. 3. The toilet paper holder is rusted and missing a bar, leading to potential germ spread. 4. The paper towel holder is broken, causing cross-contamination concerns. 5. The indoor prescription area is often messy, indicating inadequate cleaning. We are considering changing stores unless improvements are made. I prefer to remain anonymous but wanted to share these observations for the benefit of customers and staff. Thank you. - JB S.

On November 25th, I accompanied my wife to the CVS located in Longwood, FL with zip code [redacted], at the intersection of Route [redacted] and [redacted] for her shingles booster shot. The pharmacist informed me that my insurance, Florida Blue, did not cover the booster. Despite offering to pay in cash, there was a delay of thirty minutes before my wife received the shot. I was concerned that the pharmacist, Raa Patel, did not wear sterile gloves during the administration. His dismissive attitude and behavior were unprofessional. I raised these issues with the manager, Kathy Jenkins, and a pharmacy customer service representative, but my concerns were not addressed. After contacting Florida Blue, I confirmed that I was indeed covered for the shot with only a $14 co-pay. I am troubled by this pharmacist's negligence and lack of adherence to proper medical protocols during vaccinations. -Robert J.

I bought a CVS Glucose monitor recently, but I've noticed that the results are inconsistent, which seems to be a common issue among other customers. Despite receiving the monitor for free with the strip purchase, I ended up purchasing a different brand that provides accurate readings. The process was stressful, as the monitor displayed my blood sugar as significantly higher than expected, which can be alarming for someone monitoring their levels. I'm interested in finding out if there's a way to receive a refund for the strips or possibly exchange the monitor for a more reliable option.

I was not informed by the pharmacy about my pain relief medicine not being available due to insurance issues until 2 hours after dropping off my prescription. I agreed to pay for it, but after another 2 hours, I was told they were out of stock. The pharmacy mentioned another location had it, but it has been 5 hours since then and I have not received any updates. I am in pain and believe CVS should take responsibility for the lack of communication from their staff.

The customer service number for extra care rewards is [redacted]. I am frustrated with the lack of response to my three emails regarding my rewards. It has been 3 to 4 months, and my wife and I have not received any rewards for our prescriptions despite filling close to 30 of them. The store has confirmed that everything is in order, so the delay is concerning. I used to do a lot of shopping at CVS, but until this issue is resolved, I will not make any purchases there and may consider changing pharmacies. This situation should not have escalated if I had received a response to my emails.

I encountered an issue at CVS on Bay Isles Parkway in Longboat Key, FL. I had a $5 off $25 coupon for holiday candy and treats through email. When I went to purchase Christmas stocking fillers totaling $78.31, mainly stocking stuffers for my daughter, the cashier, Rolando, mentioned that the discount wasn't applied to my purchase. Despite showing him the coupon on my iPhone, Rolando claimed that some of the items I picked were not eligible as holiday products. Despite my purchases being from the holiday section, he called the store manager, Michelle Hansen. Regrettably, she insisted that many of my items, although from the holiday section, did not qualify as holiday products. After causing a scene and embarrassment, she gave me the option to either remove everything from my cart and cancel the transaction or proceed without the discount. Out of principle, I decided to pay the full amount but expressed my intention to file a complaint with CVS. - Roy and Lisa Nevans