CVS Customer Service Issues

Archive 6

The following are issues that customers reported to GetHuman about CVS customer service, archive #6. It includes a selection of 20 issue(s) reported May 8, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Subject: Disability Accommodation Request Hello, my name is Robin, and I would like to address an incident that occurred at your Stock Island store in Key West involving my friend, Diana, and her service dog. When Diana entered the store, an employee questioned the legitimacy of her service dog. Diana relies on her service dog to assist her due to a past traumatic brain injury. The presence of her service dog helps Diana navigate crowded spaces without feeling overwhelmed or getting disoriented, which could potentially lead to dangerous situations. I kindly request that your employees receive training on how to interact with individuals with traumatic brain injuries. It's essential for them to approach Diana respectfully and patiently, allowing her the time she needs to feel comfortable and communicate effectively. Educating your staff on the signs of traumatic brain injuries and how to provide assistance will greatly improve the shopping experience for individuals like Diana. Thank you for your attention to this matter and for considering the importance of disability training for your employees. Sincerely, Robin
Reported by GetHuman-mickeyrs on Friday, May 8, 2020 1:48 PM
The manager at Mililani Mauka, Oahu, Hawaii CVS, Russell M. Uemura, displayed unprofessional behavior and appeared emotionally unstable. When asked about the absence of CVS brand milk and the high price of Meadow Gold milk, he reacted negatively, claiming essential goods are not regularly shipped due to the pandemic. He went on to incorrectly assert that other stores are not running sales and accused the customer of accusing him of "price gouging." Despite this never being mentioned by the customer, the other milk was priced at $7.99, about $1.00 more than Times Supermarket. As the customer tried to leave, Mr. Uemura continued his outburst, even following them towards the exit. This behavior raises concerns about CVS's training methods for handling customer inquiries.
Reported by GetHuman4799021 on Saturday, May 9, 2020 10:27 PM
I have been a regular customer at CVS for several months, filling my prescriptions without any issues. Recently, after a hospital visit, there was a mix-up with the location of my medications. The CVS where I typically go has unexpectedly refused to fill my pain medication, stating they are no longer comfortable doing so. This decision has left me in a difficult situation as the pain medication is essential due to my disability. Despite asking for a one-time transfer to another CVS, I was met with resistance and rudeness from the pharmacist. My sister, who works in the medical field, tried to assist but was met with disrespectful behavior and accusations of lying. This treatment is unacceptable, and we will be escalating this issue. My sister's husband, who is a lawyer, will be involved to ensure that my rights are not violated. I expect a prompt resolution as my health and well-being are at stake.
Reported by GetHuman4812762 on Tuesday, May 12, 2020 7:00 PM
I used to have a Samsung Galaxy A10 with the CVS Pharmacy app installed. Recently, I switched to an LG K51 but the app is not compatible with my new phone. I tried the "CVS Specialty" app but it does not recognize my email or name. I need an app that will allow me to manage my prescriptions and my wife's. I have Aetna Medicare Advantage insurance. CVS customer service has not responded to my emails. Can you recommend a different CVS app that will work for us? Stephen C. [redacted] Bay Pointe Drive Apt. 1A Elkhart, IN [redacted] [redacted] [redacted]
Reported by GetHuman4815199 on Wednesday, May 13, 2020 6:43 AM
I visited my local CVS on [redacted] Sonterra Blvd in San Antonio. I saw a sign on the door stating that masks were required. However, I learned that this is not a legal requirement. Inside, an employee insisted that I wear a mask to shop, claiming that all businesses were enforcing this rule. This contradicted my experience at other stores today that did not have this policy. I was surprised that CVS would misrepresent this as a legal mandate, especially when CVS corporate has clarified that masks are not mandatory unless mandated by law. Despite this, I was not allowed to shop without a mask. I believe CVS should not mislabel their store policy as a law. I intend to report this to the Texas Attorney General, who has shown interest in businesses adhering to the governor's guidelines, which do not include mandatory mask-wearing.
Reported by GetHuman4831938 on Sunday, May 17, 2020 3:44 PM
As a new customer at CVS transitioning from Schnucks Pharmacy, I have faced incredibly disappointing service. Despite being promised a smooth transition, my experience has been the opposite. I've spent roughly 3-4 hours on the phone with various departments, being transferred repeatedly just to fill 2 specialty prescriptions. Initially, the issue was blamed on my insurance, only to find out after a lengthy call that it was a CVS problem. Following that, I was told my meds would be overnighted to my local CVS. Upon notification that the prescriptions were ready, I discovered they were split between 2 locations in the wrong dosage. Another round of calls ensued, during which I was fortunate to speak with Beverly in Orlando, Florida. She demonstrated genuine care and excellent customer service, diligently resolving the issue and ensuring I received my necessary medication. As a kidney transplant patient, these meds are crucial in preventing organ rejection, and being without them for 11 days due to account mishandling is unacceptable. I believe CVS could greatly enhance their service by having employees like Beverly train all staff on compassion, understanding, effective communication, and problem resolution.
Reported by GetHuman-cnowboi on Thursday, May 21, 2020 8:37 PM
CVS assured me that they would have my son's crucial anti-seizure medication, phenytoin [redacted] mg time-release, in stock for his 90-day supply. However, they have continuously failed to fulfill this promise, causing significant stress and anxiety for my son. Our family's confidence in CVS has been shattered due to their apparent lack of concern for such vital medication. Despite their claim of providing top-notch medication services on their website, the reality has been quite the opposite. My son's well-being is at stake, and it is distressing that we have to rely on CVS through CareMark as mandated by his employer, when his previous pharmacy never had any issues. This situation is alarming, and all I seek is some assistance in resolving this urgent matter.
Reported by GetHuman4868235 on Monday, May 25, 2020 6:52 PM
I recently purchased a CVS wart freeze using my 40% off coupon, only to find the container of freeze spray inside was empty. When I tried to exchange it, the clerk gave me a refund for the discounted amount but didn't honor the coupon for the new item, claiming it was invalid. As I couldn't wait in the long line for a manager's approval, I left without making the exchange. I would appreciate receiving another coupon to make up for this frustrating experience.
Reported by GetHuman4872481 on Tuesday, May 26, 2020 6:40 PM
On March 12, I bought $[redacted].08 worth of home exercise equipment for my physical therapist's approval prior to my discharge after knee surgery. After reviewing, they concluded I don't need five items and wish to return them. Despite repeated store visits since the pandemic began, I was recently informed that purchases made before May [redacted] cannot be returned. I understand the health and safety concerns, but due to losing my job, I urgently need the $[redacted].45 plus tax refunded. The unused items have been securely stored in their original packaging in my car trunk since March and no family members have traveled abroad or shown any symptoms. Any assistance would be greatly appreciated.
Reported by GetHuman4899864 on Tuesday, June 2, 2020 1:43 AM
I am following up on a recent phone call with CVS Customer Service regarding an issue at the store located at [redacted] Massachusetts Avenue in Boston. Today, around 4 PM, I was denied service for not wearing a mask, despite citing the Governor’s May 1, [redacted] Order about mask exemptions for medical conditions. The store manager insisted I provide medical documentation which contradicts the Governor’s order. I was asked to leave as I was seen as disruptive for not wearing a mask. I am inquiring about CVS policy on the Governor’s mask order, specifically for customers with medical conditions exempt from wearing masks. I can be reached at [redacted]. Thank you for addressing this incident at the CVS store on [redacted] Mass. Ave. Sincerely, Joel M. from Boston. [redacted]
Reported by GetHuman-jpmroz on Tuesday, June 2, 2020 9:33 PM
I have been ordering online since the pandemic. I've provided feedback multiple times about this issue, but it remains unresolved. No one has reached out to me, and the problem persists. Every time I try to place an order (3-4 attempts), there is an IT problem. The screen freezes, kicks me out, and I have to sign in again, causing delays of about 1-1/2 hours for a simple order of 4-5 items. Today, I'm unable to complete any order. I face a continuous cycle of being kicked out to the sign-in page. I have dedicated approximately 2 hours to this problem now. I attempted to contact CVS using all provided phone numbers, but they only offer in-store pharmacy assistance, no online order support. This lack of assistance for online orders is disappointing from CVS. Despite consistently leaving negative feedback on the website, there has been no improvement.
Reported by GetHuman4913715 on Thursday, June 4, 2020 11:30 PM
I encountered issues while trying to pay for an online purchase. Despite trying multiple times, the payment did not go through due to a credit card problem. Upon contacting Capital One, I discovered the charge actually processed twice. When attempting to reach customer service by phone, the automated options were unhelpful and led to disconnections without the ability to speak to a representative. My order consisted of vitamins and toothpaste, totaling $51.xx, to be delivered to my office address and paid for with my personal visa card. I now have two duplicate orders but no confirmation emails from CVS. I expect to receive the products I paid for and will return the extra order if it arrives. Before escalating the second charge with my credit card company, I am giving you a chance to resolve this issue and delete the duplicate order. Kindly reach out to me regarding this matter.
Reported by GetHuman-reinasch on Saturday, June 6, 2020 6:25 PM
I am a Class A disabled veteran with [redacted]% disability and stuck in a wheelchair. I see my VA doctors in McAlester, OK, and I live in Madill, OK, [redacted] miles south of McAlester. I trade with CVS in Durant with my wife, who is also disabled. We use a lot of medication. The reason I contacted you is that my VA doctor sent several prescriptions to the McAlester CVS for me and it was put on the network. I called them at 9 AM today to confirm it. I called the Durant CVS and was told three times up to 3 PM that there was no record of prescriptions for me. I am spending on my wife's meds and mine several thousand dollars a year and I have VA, Medicare, and supplements with both of us. To get the service we were given today from the Durant store is unacceptable. If I do not get this resolved in a day or two, I will have to go check into the hospital for medication. People should never have to be treated like my wife and I were treated today. We ask the McAlester store to call the Durant store and also ask the Durant store to call the McAlester store to get this fixed so I can get my meds. If I can't get this worked out by tomorrow, I am going to go to the VA home office with my AG representative and file a complaint against CVS. I hope nothing like this will ever happen again. If your employees are just plain lazy and it might cause the death of a customer, you should lose your license. I do hope we can get this fixed. Thanks, James Price Kingston, Oklahoma
Reported by GetHuman-jamescpr on Wednesday, June 10, 2020 2:36 AM
I have been on hold for over 3 hours trying to resolve an issue. A lady named Yolanda assisted me briefly but placed me on hold over 90 minutes ago. I am still waiting for a resolution without any update. Please avoid emailing me due to email issues, but having timely call support would be appreciated. My concern is about not receiving my COVID test results after more than a week when I was informed it would take 2-4 days. After 8 days, there are still no results in my chart, and I am searching for the email address where the results were sent.
Reported by GetHuman5000300 on Friday, June 26, 2020 10:09 PM
I scheduled a Covid-19 test due to possible exposure at work. Both my primary care doctor and OBGYN directed me to Minute Clinic. After struggling for 2 1/2 hours with the app and website, I secured an appointment and even spoke with the pharmacist, Brian, who confirmed it. However, halfway there, I was informed that Minute Clinic doesn't conduct Covid tests. Despite being referred by my doctors and Brian confirming, he was unexpectedly rude and denied any appointment. This was especially jarring for me, as a healthcare worker on the front lines. Feeling disrespected, I decided to go to another facility that values its patients. The incident took place at the Statesville, NC location.
Reported by GetHuman-oxyjayne on Saturday, June 27, 2020 1:33 AM
I have noticed varying responses to the mask policy at CVS stores. While some employees say masks are required but not strictly enforced, I recently had a different experience at CVS store #[redacted] in Carlisle, PA. The store manager informed me today that a mask was mandatory for entry. Although signs indicate masks are required by law, I question the accuracy of this statement. Enforcing mask-wearing could potentially violate the HIPAA act as it might require disclosure of private medical information. Before taking any further action, I would appreciate clarity on CVS's policy regarding the enforcement of mask-wearing for customers, vendors, and others inside the store. Thank you for addressing this concern. - R.N.
Reported by GetHuman-vipersin on Friday, July 10, 2020 4:12 PM
I am experiencing difficulties filling my prescription at CVS pharmacy #[redacted] in Louisa, VA. The medication is a schedule II that I have been filling there regularly. However, they have informed me that they are no longer accepting prescriptions from Dr. Garland Green's practice, as Medicare is no longer covering his prescriptions. Despite knowing this, I have been self-paying for my medication since March. Dr. Green, who is my pain management doctor due to my chronic pain from a birth defect, is no longer a Medicare participating provider. I believe the pharmacy's system shows he is not Medicare compliant, but it does not mean they cannot fill his prescriptions. With electronic prescriptions, I cannot take it elsewhere. I have a complicated medical history with heart attacks, strokes, and upcoming vascular procedures. I kindly request the pharmacy managers to consider accepting Dr. Green's valid DEA license and fill my prescription to avoid further delays in my treatment.
Reported by GetHuman-terrykba on Monday, July 13, 2020 3:55 AM
I have been struggling for two weeks to fill my prescription at CVS store # [redacted]. The pharmacist informed me they will no longer fill prescriptions from Dr. Garland Greene, although I have been getting them there for months. Due to a recent accident causing a broken sternum, I received pain medication from the emergency room with my doctor's approval. I am experiencing severe pain due to blockages in my legs and groin, making it challenging to walk even short distances. Considering my medical history including heart attacks, bypass surgery, strokes, and TIAs, I urgently require this pain prescription. Despite Dr. Greene not being a Medicare provider, his prescriptions have been effective for me. I kindly request a 30-day supply to manage my pain until I find an alternative solution, as I aim to avoid the ER to reduce exposure to COVID-19. Sincerely, T.B.
Reported by GetHuman-terrykba on Monday, July 13, 2020 7:10 PM
On April 18, [redacted], I ordered what I believed to be 2 pairs of Futuro support hose, but upon receiving the package, I found out they were compression hose instead. My doctor specified support, not compression. Despite waiting until June 1, [redacted], to send them back for a return, the $44.09 refund has not been processed yet. I was informed by CVS.com that the order, number [redacted]19, showed a zero balance indicating they were returned. I tried to follow up today (July 13, [redacted]), but was disconnected during a transfer. Being on a fixed income, this amount matters to me. Please assist in resolving this issue promptly. Thank you.
Reported by GetHuman5061476 on Monday, July 13, 2020 8:32 PM
I am in urgent need of assistance. My physician, Dr. Garland Greene, sent a prescription to CVS Store number [redacted] on July 1 for a vital schedule 2 medication to manage my severe pain. Shockingly, the pharmacy manager has declined to fulfill the prescription, claiming they do not accept prescriptions from this doctor due to his Medicare status. However, the Medicare exemption is solely related to insurance and does not impact the validity of his prescriptions. Despite previously receiving medications from this doctor at the same store, I am now unable to transfer the prescription elsewhere as it was sent electronically. This situation is impeding my crucial medical treatment, and I have not been given ample notice to seek alternatives. I am suffering from multiple serious health conditions and surgeries, and it is imperative that I receive my medication. Your prompt attention to this matter is greatly appreciated. Sincerely, T.B.
Reported by GetHuman-terrykba on Tuesday, July 14, 2020 6:11 PM

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