CVS Customer Service Issues

My wife, H, and I visited the CVS pharmacy at 49 Forth Street in Troy, NY for our initial Covid-19 vaccination on March 6, [redacted], at 12:45 PM. Upon arrival, we encountered a line of 60 to 80 individuals that wound from the front to the back of the store and then to the front again. We endured a two-hour wait before receiving our vaccinations, during which maintaining a six-foot distance was challenging due to customers moving around in search of items. While temperatures were checked before vaccination, the store itself lacked proper ventilation. Although masks were worn, some were not used correctly, raising concerns about potential virus exposure. I am highlighting these issues in the hope that steps will be taken to address the situation and improve safety at the store.

I recently received a refill prescription for testosterone gel from my doctor and brought it to CVS. Despite informing them that I would pay out-of-pocket due to insurance issues with testosterone being a controlled substance, the pharmacy still submitted it to my insurance. This led to a denial from the insurance company and CVS refusing to fill the prescription. When I asked why they involved my insurance when it wasn't necessary for payment, I was told it's CVS policy. I believe this practice is detrimental and unnecessary. Both my current and past doctors diagnosed me with low testosterone, prescribed therapy, and warned of the risks. After insurance made refills challenging, I decided to forego it until my doctor recommended restarting. Hoping to avoid insurance problems, I opted to pay myself. Unfortunately, CVS has now created another hurdle. I seek an explanation, reversal of this policy, and an apology. I await your response. -Carl R.

I had a COVID vaccine appointment on March 15, [redacted], at CVS in Glenmont, MD. My name is Richard Wheeler, but the pharmacist wrote WILLIAM WHEELER on my Vaccine card. When I pointed out the mistake, they responded rudely, asking me what I wanted it to be and making disrespectful comments about older people. The pharmacist, Marcia, denied everything when I called to address the issue. This behavior is unacceptable, and I observed other customers avoiding her due to her rudeness. This is the second complaint I've heard about this CVS and pharmacist. I hope this matter gets resolved promptly.

I have received two text messages regarding my upcoming second Covid shot scheduled for 3-23-21 at 6:00 pm. Both messages mention completing pre-appointment forms beforehand. However, when I click on the link provided, I am not directed to any forms or additional instructions. I visited the CVS where I had my first shot, and they were unable to provide any guidance, suggesting I arrive half an hour early to fill out paperwork they seemed unaware of. I'm now unsure of what to do next.

To authorize my VNA Registered Nurse to use my credit card for the purchase of the syringes necessary for my life-saving injections, I received a text message for verification. When I tried to proceed on the CVS website provided in the text, I was unable to confirm my date of birth and zip code as it was not recognized. Despite entering my information multiple times, I was locked out of the site for 24 hours. This has caused an urgent issue as I require the syringes for my morning shot from the VNA nurse, Beth, scheduled between 6:30-7:00 am. I appreciate your assistance in resolving this matter promptly. Sincerely, Carie Carieann S. [redacted] John Street Suite [redacted] Lowell, MA [redacted] DOB: 12/21/[redacted] I have been a CVS customer for over three years, and my information should be up to date. I am unsure why the website does not have my correct details and would like this matter clarified and corrected as soon as possible. Thank you.

I typically go to CVS for my prescriptions. During my recent visit to purchase hair dye, I encountered a rude employee who followed me around and loudly told me not to open the boxes. When I pointed out that one box was already open and asked about the contents, she didn't know. She then awkwardly stared at me as I tried to decide on a product. Later, she went to the front desk and loudly discussed the incident, making me feel uncomfortable. Feeling unwelcome, I decided not to purchase anything and as I left, the employee seemed to imply I was stealing. Our interaction escalated, and I left feeling mistreated. This experience has made me decide not to return to this CVS location. I am now at Walgreens instead. - Amanda Chadd

After receiving an unexpected call from CVS pharmacy inquiring about my child, I was surprised when they asked for personal information like my child's date of birth. Despite my refusal to provide it, the caller persisted. They claimed it was time for a medication refill, but I had not requested one as the current prescription is still valid. I find it concerning that CVS is contacting customers in this manner, especially given the prevalence of scams. I had already requested their automated system to stop calling me. This experience has left me puzzled as typically pharmacies do not reach out for refills without prior communication.

I am experiencing issues with receiving duplicate medication supplies from both retail CVS and Caremark, causing confusion and potential risks. As a physician at the California Department of Public Health, I understand the importance of medication regulation. The cross-referencing system between these services needs improvement to prevent errors and ensure patient safety. It is crucial for your company to address this issue promptly to avoid legal implications and safeguard patients. I am requesting to speak with a senior executive managing both services regarding this matter.

I used the self-checkout to buy two toothbrushes, each priced differently. My kids didn't like them, so I tried to return them without a receipt. They said they could only give me store credit on a CVS gift card. Even though other stores can look up purchases with a credit card, CVS couldn't do this. When I returned the items, they scanned at a lower price than what I bought them for. The cashier and shift supervisor wouldn't admit there was a problem with the system. As a former CVS employee, I feel obligated to point out this system issue.

Yesterday I visited the Shrewsbury Pennsylvania store to get my prescription. Instead of using the busy drive-thru, I went inside. The store wasn't very crowded, so I thought it would be quicker, and it was. The pharmacy attendant was helpful and polite, but I was disappointed with the pharmacist. While he had a few assistants, he wore his mask under his nose. Although it covered his face, it was not being used correctly. It's concerning to see someone in a medical role mishandling their mask during a global pandemic. Having lost loved ones and friends in the past year, it's distressing to witness people not taking the necessary precautions. It was upsetting, disrespectful, and potentially unsafe to have the pharmacist not wearing his mask properly. He should be aware that a mask needs to cover the mouth and nose entirely for it to be effective. This behavior is not acceptable.

In states like South Carolina that have Voter Restriction laws, a concerning issue is arising for individuals like myself, women, and 16-year-old teen girls who are encountering obstacles in getting the Covid vaccine due to strict ownership requirements of both a car and a PC. Attempting to receive the vaccine in person, I faced challenges at [redacted] N. Main where I was met with a threat of trespassing simply for inquiring. The process mandates an online application excluding mobile and in-person options for females, while males are granted more flexibility for walk-in appointments on the same day. There's a stark contrast in the requirements set by CVS, Walgreens, and Walmart, imposing stringent ownership criteria for women, while men have more straightforward access to appointments without the need for owning a car and PC for a prolonged period. The disparities in the vaccination process based on gender are evident, creating barriers for certain demographic groups.

In states with Voter Restriction laws like South Carolina, there are significant challenges for women and 16-year-old girls attempting to get a Covid Vaccine due to unique requirements. CVS, Walgreens, and Walmart insist that women must have owned both a car and a PC for a minimum of two years, with name matching on a driver's license and registration, in order to schedule appointments. State IDs or mobile appointments are not accepted. Appointments are often made far in advance and are subject to sudden cancellations without notice, with no option for rescheduling. In contrast, teen boys and men can simply walk in and receive same-day appointments and vaccines without facing the same stringent criteria. This discrepancy between the treatment of women and men underscores the urgent need to eliminate these unequal restrictions that disproportionately impact females and teens, while males enjoy easier access to vaccinations.

I attempted to return a pair of reading glasses bought from CVS on March 27, [redacted]. I explained to the cashier that they were not suitable for reading. However, when I tried to return the glasses without their packaging, the cashier insisted that the glasses needed to be with the packaging as it had a barcode tag on it. Even though I had the receipt, she mentioned that she required the barcode on the tag to process the refund. This feels unreasonable to me.

I wanted to share my recent experience at your store on [redacted] N. 9th Avenue in Pensacola, Florida. During my visit, I was assisted at register #2 and my transaction number is [redacted]. The cashier, identified as Michelle with number [redacted], was quite rude toward customers regarding mask-wearing. Despite some customers complying, she was demanding and condescending. Her behavior made me feel uncomfortable as she lacked professionalism and seemed disinterested in assisting us. As someone who works in behavioral health, I understand the importance of compassion and respectful communication. I suggest additional training for Michelle in customer service and handling difficult situations. I hope you address this matter appropriately. Thank you. - J.H.B. Jr.

I am encountering difficulties contacting the corporate office. I wanted to email them but couldn't find the address, so I'm reaching out this way. I have some inquiries and suggestions to share. Whenever I buy something at CVS, I get a receipt that's excessively long - is that really necessary? Since I have a "CVS key card," why aren't the coupons automatically loaded onto it? Alternatively, could the discounts be linked to customers' phone numbers instead of the red key card? It would be convenient if customers could give their phone numbers at checkout for automatic application of any CVS discounts, eliminating the need for long receipts. I believe this could be more environmentally friendly. Furthermore, the CarePass membership is not very user-friendly for elderly individuals. While younger generations may find it easy to use, it can be challenging for my parents. Shouldn't the design of memberships consider the physical and mental changes we experience as we age? As a large corporation, simplifying processes should be a priority. Not everyone has access to modern technology like iPhones or the internet. Many people face vision impairments, arthritis, and cognitive decline with age. It's important to keep such factors in mind. Thank you for considering these points.

Dear CVS Customer Service, I am writing to express my disappointment with a recent solicitation I received from your company on 4/27/21. I was enticed to purchase a Dyson power broom and a set of wireless ear-pods for only the cost of shipping. Unfortunately, this turned out to be the most frustrating online shopping experience I have ever had. If you need further details, please reach out to me at [redacted]. I have decided to no longer engage with any solicitations from your company or others in the future. This incident has made me wary of any future 'bonus' offers. I simply wanted to share my feedback. Sincerely, Fred W. [redacted] Almond St. Orange City, FL [redacted]

I visited CVS in Belton, MO #[redacted] on 04/07/[redacted] to buy medicine. I informed the attendant about my Humana Gold Plus insurance and requested they bill Humana and I would pay the co-pay in cash, which I did. Unfortunately, the attendant mistakenly charged the full amount of $19.58 to my credit card. Although there was a refund issued for the initial charge, another $19.58 charge appeared on my card the same day. I have spoken with manager Jeff Lewis, who acknowledged the error but stated he couldn't assist me. I have made multiple attempts to resolve this without success. I would appreciate it if the second charge, which was incorrect, could be refunded promptly. I am disappointed with the lack of cooperation from Jeff Lewis and the staff.

Since January, my insurance provider, SilverScript, has required me to use a new pharmacy. CVS in West Frankfort, IL, has exceptionally poor customer service, which has been frustrating. On multiple occasions, I've encountered issues with prescription availability and delays in filling them. Despite my doctor's office faxing the prescriptions, I faced repeated setbacks at CVS. Yesterday, the inefficiency continued as I waited 20 minutes without any assistance, despite ample staff. Today, after being informed of another delay, the prescription was suddenly ready within minutes. However, the inconvenience of having to return next week for pick up or pay for UPS delivery has left me extremely dissatisfied.

I'm writing to share my frustration with the elaborate process I have to go through for a simple cash purchase at CVS. I understand the clerks are required to ask certain questions, but the numerous steps involved, including signing up for a CVS card, being asked about coupons and donations, and having to confirm personal information before I can pay, are excessive. I just want to make a quick purchase and be on my way. To top it off, receiving an excessively long receipt for a single item with unnecessary details like extrabucks and rewards adds to the frustration. I appreciate the service provided by the staff, but the time-consuming checkout process at CVS has left me feeling impatient and dissatisfied. As a result, I'll be avoiding shopping there in the future. Thank you for listening to my feedback. Sincerely, Marilyn Fontana.

My recent experience at CVS was incredibly unpleasant due to the behavior of an employee named "Daje." From the onset, she was disrespectful, failing to acknowledge my greeting and becoming argumentative over the pricing of a sale item, despite it clearly being 75% off. She insisted I accompany her to the shelf to verify the sign, and even after confirming the discounted price, she adamantly refused to honor it. Only after involving a manager was the matter resolved. Throughout, Daje maintained her unprofessional conduct, even arguing in front of the manager. Such disrespectful treatment from employees like Daje is unacceptable, and it has deterred me from returning to this store.