CVS Customer Service Issues

I wanted to share a clarification regarding the signage at my local CVS. Instead of stating "Masks required by Law," the signs should accurately convey that masks are mandated by local authorities like governors and mayors, not by specific laws. It's crucial to differentiate between following local ordinances and adhering to actual laws when it comes to wearing masks. Citizens are voluntarily wearing masks based on these local requirements, not due to specific legislation. It's important for people to be informed that there are no federal or state laws enforcing mask-wearing, but rather localized regulations.

I recently noticed that the prices of my prescriptions at CVS for a 90-day supply have significantly increased compared to previous costs. After my insurance was billed through Express-Scripts, I was charged an additional $42.03 across three prescriptions. When I inquired at my local pharmacy, they were unable to provide a satisfactory explanation. Express-Scripts investigated and informed me that CVS does not have a contract with the manufacturers for these medications to offer lower prices on the 90-day supply. It appears that CVS unilaterally increased the price without notifying customers. I believe I am owed a refund for the overcharge while CVS resolves this contract issue for all customers. The medication prices for Simvastatin manufactured by Lupin Pharm increased from $2.67 to $14.68, Ramipril from $2.69 to $20.70, and Hydrochlorothiazide from $1.26 (Mylan) to $13.67 (Sciegem Pharm).

My prescription prices increased suddenly at CVS for a **-day supply, resulting in a significant rise in cost across several prescriptions, even after my insurance through Express-Scripts had been applied. My local pharmacy was unable to explain the price hike. According to Express-Scripts, the issue arose because CVS lacks a contract with the manufacturer(s) for lower-priced **-day supplies. It seems CVS raised prices without warning or explanation. I am seeking a refund for the additional charges incurred and urge CVS to address this contract discrepancy for all customers. The manufacturer for Simvastatin and Ramipril is Lupin Pharm, and the prices surged from $*.** to $**.** and $*.** to $**.** respectively. For Hydrochlorothiazide, the change was from MYLAN at $*.** to SCIEGEM Pharm at $**.**.

Store #[redacted]. The cashier, Briana, seemed to have issues with using a coupon during my visit. When I tried to apply it to my second order, she displayed an attitude and claimed the coupon couldn't be used. Despite explaining it was a CVS coupon that needed to be entered into the system, she insisted it was my coupon. Eventually, the manager, Bethanie, intervened and successfully processed my items with the coupon. I expressed my dissatisfaction with Briana's attitude to Bethanie. Even as Bethanie assisted me, Briana continued to express herself loudly. The lack of satisfactory service and disrespectful behavior from Briana is unacceptable to me.

Hello, I recently visited the Stephenson St store in Savannah, GA at 9 PM. Despite the national mask requirement, it was not enforced at this location. I encountered mask-less shoppers and even faced confrontation from other customers when I tried to socially distance myself. I find it concerning that I had to take on the responsibility of enforcing rules instead of the staff. The discrepancy between the company's mask policy and the actual implementation at the store is perplexing, especially when our mayor has issued a mandate for masks to be worn.

I visited CVS [redacted] in Richmond, VA today and had a concerning encounter. While being assisted by Christian (Employee ID: [redacted]) at Register 6 at 5:15 pm, I observed some issues. Christian did not greet me upon my arrival, and during the transaction, she seemed distracted by her phone, even missing one of my items. This led to a delay as she had to correct the mistake. This behavior is unexpected from CVS staff, and it has made me hesitant to return to this store. I have been a dedicated CVS shopper for two decades and believe this employee's conduct needs addressing. I am requesting counseling for the employee and a 40% off coupon as a gesture to make up for the poor service received. Thank you. Dr. Portia L. Cole

I recently visited CVS [redacted] at Midlothian Turnpike in Richmond, VA and had a concerning experience with the employee Christian (ID: [redacted]) at Register [redacted]. Upon entering, I was not greeted, and during checkout, I observed the employee texting on their phone, leading to a mistake in my transaction. This behavior was unexpected and disappointing, as I have been a loyal customer of CVS for over 20 years. I would appreciate it if this employee received counseling regarding their conduct. To address this issue, I kindly request two 40% off single item coupons as a gesture of goodwill. Thank you for your attention to this matter. -Dr. Portia L. Cole

I visited the store yesterday and saw a tag on the items indicating 2/$7. I checked for any mention of a CVS customer card on the sale tag, but found none. At home, I realized I was charged full price for both items. This made me consider getting a CVS card or possibly shopping elsewhere. It's disappointing that only CVS cardholders benefit from the sale prices. Today, I received a text that my doctor's office is unresponsive to switching my prescription from one month to a three-month supply. I attempted to reply "just do one month then" through text, but you can't. Instead, I must call the busy pharmacy for what seems like a simple request. I need the prescription filled and wish the process was smoother.

Today, I visited a CVS in Clarks Summit, PA, store number [redacted]. I was shocked by the condition of the bathroom. I had to wait to get in, and when a construction worker came out, it was clear the bathroom had not been cleaned in weeks. There was garbage all over the dirty floor. I spoke to a manager about the issue and expressed my intention to report it. As I was leaving, another construction worker entered without a mask, which is mandatory in Pennsylvania. This lack of cleanliness and disregard for safety measures is unacceptable, especially for a medical-related business like CVS. I have been a loyal customer, but after this experience, I no longer feel comfortable shopping there knowing they are not following the rules that are in place to keep people safe and healthy.

Hello, I am reaching out because I recently received an email on 7/9/20 notifying me of $2 extrabucks rewards expiring on 7/15/20. Unfortunately, when I tried to load them onto my card on 7/12/20, the system indicated they were expired. The customer service representative explained that I needed to load them by 7/11/20 but could use them until 7/15/20. This vital detail was not mentioned in the email, leading to confusion and my loss of the rewards. I expressed my dissatisfaction with this policy and recommended that future emails clarify the loading deadline. Thank you, K.

I recently bought three Google Play gift cards worth a total of $[redacted] (one $[redacted] card and two $[redacted] cards). Upon trying to redeem them, all three displayed a message saying they were already redeemed. During purchase, the cashier had trouble with the first two cards and I had to get replacements from the kiosk. I suspect there might have been a problem with the batch. The store declined to refund me, advising to contact Google Play. When I reached out to Google Play, they couldn't refund cards bought from a third-party seller like CVS. I am hoping to resolve this issue promptly as I find myself $[redacted] out due to this issue.

I have been a loyal customer at the CVS on East Main St. in Mystic, CT for over 5 years. Today, I had a 30-day prescription to refill, but the experience was unsettling. While wearing a face mask, I had to briefly adjust it to answer a question, and the staff member handling my order rudely threatened not to finish processing my prescription if I didn't lower my mask. Despite eventually completing the transaction, the prescription was not actually processed initially. The employee, Ashanti, claimed I walked away, leading to a confrontation as I believed she had my information. The situation escalated, with the pharmacist finally stepping in to finish processing the refill and apologizing for the assistant's behavior. Ashanti was dismissive and unprofessional throughout. This ordeal left me uncomfortable and disappointed, as a customer should not feel anxious due to the conduct of confrontational staff members. I hope to avoid such experiences in the future, as switching pharmacies would be inconvenient.

I am owed $16 in ExtraCare Bucks from the 21st, but I am struggling to get assistance. A CVS Rewards agent added $5 to my account, but I am still missing the remaining $11. I earned the bucks from an online order on the 21st and did not use them as claimed by one agent. I am hoping to speak with an American representative to resolve this issue. Additionally, I participated in the beauty promotion for 2 out of 3 weeks, but I did not receive the free makeup bags valued at $18.50 or an alternative offer. Lastly, I had a coupon for Gold Emblem trail mix and a nutritional bar, but the store did not carry the bars, so I was unable to redeem the nearly $9 coupon. I am frustrated and disappointed by these multiple issues and would appreciate any assistance.

I placed an online order on August 21, [redacted]. I received 5 ECB out of the 16 I earned, leaving me owed 11 ECB. I have made beauty purchases worth over 18 dollars but did not receive the free beauty bag. I believe I should be compensated with a product or CVS card valued at 18 dollars. Additionally, I received a CVS coupon for a product that was unavailable in my area, resulting in a loss of nearly 9 dollars. Despite contacting various locations, I have not been able to find the promoted Gold Emblem nutritional bars. I am frustrated by these issues and the lack of assistance from customer service representatives. I hope to speak with an American representative for better understanding and resolution.

Dear CVS, CVS.COM, and CVS Caremark, I am writing to address issues with both your online systems and the McKinleyville California store located at [redacted] Central Ave. The phone system at the store repeatedly indicated I would be assisted "momentarily" every 20 seconds, which was not the case. It was frustrating to encounter technical difficulties that prevented me from resolving my issue efficiently. There also seemed to be a shortage of staff at the store, as I observed the pharmacist handling tasks tirelessly even before the onset of COVID-19. Adequate staffing is crucial to prevent errors in such environments. Despite being bound to your pharmacy due to corporate arrangements, I value service excellence and will consider looking elsewhere due to better experiences at other establishments. Waiting over an hour on hold, and subsequently talking to a live person in the pharmacy who efficiently resolved the issue in under 2 minutes, highlighted inefficiencies that need addressing. Services should be prompt and consistent regardless of the nature of the prescription. Thank you for your attention to these matters. Sincerely, [Initials]

I had scheduled an appointment for a Flu shot and another vaccine this weekend at CVS. Even though I provided all my information online beforehand, I still had to wait in line for 12 minutes and provide the same information again in person. The process was redundant and inefficient. The pharmacy tech mentioned that there was no way for the store to access the information I submitted online. Additionally, I had to fill out multiple sets of health questionnaires for each vaccine and the consultation room was disorganized and messy. Despite the shortcomings of the system, the pharmacy tech, Cynthia, who administered the shots, was professional and skilled. Overall, the experience with the CVS system for getting vaccines was disappointing and I am unlikely to recommend it to others, despite Cynthia's excellent service. Best regards, J. van Emmerik

I had a distressing experience at a CVS store in Highlands, NJ on NJ 36. I arrived at 10:10 am for my 10:30 am flu shot appointment. After waiting in line for 20 minutes, I was directed to another line for paperwork. I mentioned my appointment text and date made online, but was rudely told they don't do appointments. When I walked away, an employee swore at me three times. The manager's response was not satisfactory. I feel the staff should be trained on customer service. Customers should be treated respectfully, and if employees don't know the answer, they should seek assistance without resorting to inappropriate behavior like swearing at a customer, regardless of age. - Pat A.

My daughter requires controlled medication for epilepsy, and I am a dedicated parent who relies on the CVS at Scarsdale - Wilmot Rd. I am familiar with the pharmacists, Gina and Meghan, who always ensure they have my daughter's medication in stock. Unfortunately, after the Labor Day holiday, they ran out of Vimpat. Meghan suggested going to the CVS on White Plains Rd in Eastchester. Upon my visit, I faced a long wait and criticism from other customers, which was challenging. The pharmacy at Eastchester did not have the prescription on file, leading to a stressful encounter with an employee who made me feel like a bad mother for seeking last-minute medication. Despite this, after waiting patiently, I eventually received the medication right before closing time. It is important that pharmacists focus on assisting customers without judgment and unnecessary interference in personal circumstances. At times, the stress employees experience can impact customer service quality, which I hope can be improved for everyone's benefit.

I recently visited the CVS located at [redacted] Fouraker Road [redacted], store number [redacted], and I have never been treated so poorly in my life. I would appreciate a call as soon as possible because I am considering contacting a lawyer about my experience. The situation was so upsetting that I am still shaking an hour later. I am not willing to go through the whole story again, but I had a negative interaction with someone who I believe is the manager. If this issue is not resolved promptly, I will take further action. I apologize for my tone; I am just extremely upset by how I was treated. Please address this matter as soon as possible. Thank you.

I recently received an email from CVS informing me that I won a $90 gift and provided a list of options to choose from. I selected the airpadpro with a keyboard and later received a text message stating, "Amiyasgrandma, Welcome to Your $90 CVS Reward Has Arrived.pnAD." The message seemed confusing and had poor wording. I am questioning whether this is a scam or not since they also requested a $19.95 mailing fee, to which I complied. Now, I am concerned as they have my credit card information. The email they provided for contact turned out to be non-existent, adding to my suspicion. I am usually cautious about scams, and I believe I may have fallen victim to one. The email address they provided was [redacted] Should I cancel my credit card or is this legitimate? I await your response. Please note that the email provided is not functioning. Thank you. -JM