CVS Customer Service Issues

I was disappointed with the service at CVS store #[redacted] on September 22, [redacted]. I ran out of a prescription and needed an emergency supply until my mail order arrived. Despite making prior arrangements, I encountered a long pharmacy line. I patiently waited, provided all necessary information, and was informed of a one-hour wait for authorization. After waiting for an hour, I returned to the line, only to be told my medical information was restricted. Upon contacting Express Scripts, I was given a number for the pharmacist to call for approval. However, the pharmacist claimed the place to call was closed, insisting I wait until the next day. I was frustrated by this misinformation and the wasted time. CVS, your pharmacists should be retrained on proper customer service and truthfulness. My time and health are important, and I expected better service from you. Please improve your customer relationships.

Last December [redacted], I had prints made online with CVS. Recently, I received emails from CVS displaying one of my photos, which I never authorized them to keep. I am extremely upset to see my image used without my permission. Even after I deleted all my photos, CVS emailed me again with another one of my images, indicating they still possess my photos. I demand that CVS delete all my photos from their servers, as I have already removed them from my end. I have lost trust in CVS's ability to safeguard my data and possessions. I will not be engaging in any further business with CVS until this matter is resolved. Thank you. Cary

On August 26, [redacted], I went to Farmingville CVS in New York State to pick up three prescriptions called in by my dentist from Queens, New York. Despite traveling 75 miles, I encountered issues with my insurance cards not being accepted and the pharmacist informing me that two of the antibiotics and the rinse were not covered. I felt shocked as a retired Board of Education member and a United Federation of Teachers participant. After a discussion, I ended up paying full price for the medications. When I got home, I contacted Emblem Health and learned that all three prescriptions were actually covered. I filled out the necessary forms, mailed them, and eventually received a check for the amount I had paid, although it was a little less. I felt discriminated against due to my skin color and age during the pharmacy visit. This experience left me feeling hurt and disappointed. Despite receiving reimbursement, I wanted to report this incident of bigotry and discrimination.

I am unsure if this is the appropriate platform for my feedback, but I hope someone reads and acknowledges this message. Yesterday, while visiting CVS store #[redacted] to purchase an oxygen monitor, I couldn't locate the item on the shelf. When I asked the cashier for help, she personally assisted me by checking in the back. Despite the shelf being empty, she went the extra mile to find the monitor for me. It's not often to receive such dedicated service, usually employees just provide directions or aisle numbers. This cashier, who I believe is named Sandra based on the receipt, truly exceeded my expectations with her exceptional customer service. I was at the store on Tuesday, October 7th around 5:50pm. I wanted to highlight her outstanding effort and recommend that she is a valuable asset to your store. It's employees like her that make a significant difference in the customer experience.

I’ve had multiple negative experiences with my local CVS pharmacy. They consistently make mistakes and are impolite. I once received only half the prescription I needed because it wasn't counted correctly or administered properly. On another occasion, despite explaining that my husband's blood thinner medication had changed, we were given both types in error. Recently, when trying to fill a prescription for my husband, the drive-thru assistant appeared uninterested in helping and only insisted that all medications were now managed through mail order. Even though I filled a 30-day supply there last month, she claimed they couldn't fill it due to the change. I have now transferred all regular medications to mail order due to the continuous poor customer service at this CVS location. After contacting Caremark, I learned a new prescription was needed, but this simple information could have been shared by the pharmacy assistant. This disappointing pattern of service has led us to cease using this pharmacy altogether.

I visited CVS this morning and encountered a manager named Aby with a consistently negative attitude, which is not a new occurrence. Given the current stressful times, the last thing one needs is to be agitated while shopping at their local store. A friend of mine recently got passport photos there, but when I inquired, Aby seemed to mock me. She sarcastically asked if I wanted a passport picture with a mask on and rudely suggested I return next week. It's disappointing to receive such unwelcoming treatment during what should be a routine errand.

I visited the CVS in Monarch Beach, California two weeks ago on a Saturday. I want to share my appreciation for Supervisor Zack who handled a difficult situation with grace and respect. Despite a confrontational encounter with a disruptive customer, Zack remained calm and professional. He even apologized on behalf of the store for the unpleasant experience. I, along with my neighbors, commend his exceptional behavior. It would be great if the management could acknowledge his outstanding performance. I prefer to remain anonymous, but I believe Zack deserves recognition for his kindness and professionalism. If needed, I can provide my email for further communication without revealing my identity. Thank you, Zack, for being the best at what you do!

Earlier today, on 10/14/[redacted], I visited the CVS on Kings Highway in Fort Pierce, FL. I was heartened to see the sign indicating dedicated hours for vulnerable customers. However, I was disappointed to witness two Budweiser representatives stocking coolers without masks. After informing the cashier, I was dismissed. When I noticed another vendor near me without a mask, I pointed it out to the cashier, who mentioned they were contractors and would be leaving soon. Upon contacting the manager, I was informed that the one hour a week for vulnerable customers policy was no longer enforced. I strongly believe a mask policy should always be upheld, especially during these times. Despite the county-wide ordinance, the response and attitude from the staff were shocking. As a result, I am considering transferring my prescriptions and avoiding this CVS location in the future.

I am curious about the situation with our local CVS in Rolla, Missouri. They have historically been efficient and helpful, but recently this has not been the case. My spouse tried to refill a prescription, and CVS claimed they contacted the doctor without success. Upon running out and checking with the doctor, it turns out CVS never reached out. I faced a similar issue with a costly prescription they claimed my insurance denied coverage for; however, upon checking with the insurance, they never received a request for a doctor's statement. Furthermore, I waited in the drive-thru line for 45 minutes yesterday to collect a prescription. It appears the CVS location might be understaffed. If the service does not improve, we will consider switching to a different pharmacy.

I contacted CVS Pharmacy on Friday, October 16, [redacted], at the Pharmacy Department in Egg Harbor Township, NJ, located on Tilton Road. I was placed on hold for 15 minutes and then decided to visit the store in person. Unfortunately, despite waiting in line and speaking to the manager, no one was available to assist over the phone. The manager mentioned they were understaffed and too busy to answer calls, which was frustrating. I inquired whether this was a CVS policy or specific to this store as it has happened more than once. Given the importance of timely medication access, the lack of response is concerning. Despite setting up an automatic refill on October 5, my prescription was still not available 11 days later. This experience has prompted me to consider transferring my prescriptions to another pharmacy that values customer service.

The CVS on Brownswitch in Slidell, LA has had my prescription for almost a month now. I was due to pick up my prescription today. I showed up this morning, but there was no prescription. After getting the runaround, I was told I have to wait until Friday because orders go out once a month. I am in a lot of pain due to my condition, and I feel like I shouldn't have to suffer. Winn-Dixie used to transfer my medicine between pharmacies to help me. Can CVS offer a similar solution? The staff at this store have not been helpful, and I am looking for a better outcome. Can you assist me with this situation?

I usually don't like to complain, but tonight's experience at the store was quite unpleasant. Although I adore this location, the cashier's behavior left much to be desired. Despite my mix-up with the coupons and account information, the cashier's attitude was less than accommodating. I tried to explain the situation politely, but her rudeness persisted when I returned to make another purchase using my mother's CVS coupons. Her demeanor was unfriendly and unhelpful, which made the whole interaction quite unpleasant.

I had an appointment for COVID-19 testing on Friday, October 16, [redacted], at 12:20 PM. Arriving early, I found six cars ahead of me, with the first car stagnant for at least 20 to 30 minutes. After a long wait, the cars in front suddenly left after speaking to someone at the window. When it was my turn, a woman on the speaker asked if I was there for the test and informed me to return at 2:00 PM. No apology or explanation was given, leaving me stunned. Upon calling the manager, I found out Courtney was unavailable until the end of the month. I tried contacting her supervisor, Lindsay, through 1 [redacted] shopCVS but was unsuccessful. I would appreciate an explanation as to why customers were made to wait for an hour only to be asked to return later in the day at CVS.

Subject: Follow-Up on CVS Flu Shot Experience Dear Richard, I would like to thank you for our recent conversation. While we didn't make progress in addressing the issues at CVS, I will be reaching out to 1-[redacted]-SHOPCVS as you recommended. I'm sharing details of my wife's 10/14 flu shot confirmation and my challenges during that visit. I hope this information can help identify and resolve the problems we encountered. Your insights on this matter are highly valued. Thank you for your attention to this matter. Best regards, Ken Shiloff

The homeless individuals have set up camp and left trash in front of store [redacted]. Despite multiple complaints to the store, no action has been taken. This marks my third complaint about the issue. The presence of the homeless population and the resulting litter has alienated the Northern Central corridor neighbors. The store exterior now serves as a gathering place and garbage dump for the homeless, with reports of individuals openly urinating on the wall. Today, I called the store, but even five hours later, the homeless were still present. It appears that the manager and employees are hesitant to address and manage the situation effectively.

The customer service I received was not courteous or pleasant; it was instead insulting and racist. I asked a question because their attitude was different from previous clients, only because my card didn't go through. I went to get my card in the truck and returned to pay, hoping it would work this time. I told them I wasn't going to waste my time just coming to play pretend shopping. It was disappointing the way I was treated; the lady behaved in a way that was uncalled for, insulting my children and continuing to treat customers like that. I would like to get in touch, as I have been visiting that store for years, and I find these treatments unfair.

My husband and I got our flu shots on October 1, [redacted], at the CVS on Norvell Bryant Hwy in Hernando, FL. We both received a $5 coupon for a $20 purchase. When I tried to use the coupon on 11/9/20, I was informed it had expired on 10/31/20. It seems odd for a flu shot coupon to expire before flu season has fully begun. I usually receive our flu shots at CVS and recall the coupon expiring on 12/31. It's possible we were given an old coupon, possibly from last year. -Jane B.

I noticed Charmin toilet paper advertised for $9.99 in your Sunday ad in the Minneapolis newspaper. Despite visiting several CVS stores, I couldn't find it. Today, three stores mentioned they don't stock that Charmin packaging. It's frustrating that my time was wasted without any store employees offering assistance. On another note, three weeks ago at the Richfield, MN store on 66th/Penn, while getting a flu shot, the pharmacist said they were busy administering shots even though he didn't believe in them, which I found concerning. David S.

Yesterday, I bought two items at a CVS store without realizing I had a 30% off coupon at home. When I found the coupon later, I returned to the store today to get the $3.00 difference. The cashier insisted I needed to have the items with me. After speaking to the manager, I explained that I didn't have the items since I bought them the day before. The manager asked for my ID, which I found unnecessary with the receipt. Throughout the conversation, the manager's tone was confrontational, and he insisted on policy compliance. When I called customer service, the representative seemed indifferent, merely noting my complaint. This whole interaction left me feeling undervalued as a longtime customer who also fills prescriptions at this store. The experience has me contemplating switching pharmacies.

I need to update my name on my CVS ExtraCare Health Card. When I tried to sign up for CarePass, I was denied due to the name tied to the card. My first name used for all legal purposes is Ethel, but my prescriptions are listed under Ethel Glassman. It seems my ExtraCare card is connected to my middle name, Blossom, causing a discrepancy. I've been a loyal CVS customer for years without any issues until now. I would like to correct my name to display as Ethel Glassman and possibly need a new ExtraCare Health card. As a senior who no longer drives, it's important for me to access CarePass. I hope this matter can be resolved promptly. Thank you, Ethel Glassman.