CVS Customer Service Issues

I want to express my disappointment with Store #[redacted] on Wake Forest Rd, Durham NC. The staff seems incompetent, poor at communicating, and consistently slow. Today I visited to pick up a prescription, but upon arriving at the pharmacy, I found the gate down with a haphazard note saying "system down check back later." Staff ignored waiting customers, causing me to leave. Two hours later, I received a call that my prescription was ready, assuming the system was fixed, only to return to the same issue with more waiting customers. The staff kept us waiting without any updates until eventually informing us that pickups were not possible until the next day, after lying to the previous customers. Last week, my husband faced a similar problem with long wait times and no communication. This CVS pharmacy is the most inefficient and disrespectful one I've experienced, and it urgently requires improvement for customer service.

During a recent trip to North Carolina in early August to visit our son, my husband and I needed a PCR test before our flight back to Canada. We scheduled an appointment through the (CVS) Minute Clinic website prior to leaving Canada, aware that our Canadian health card or social security number might not be accepted. We were prepared to pay cash for the test. However, upon arrival at the CVS store in Davidson, N.C., we were informed at the window that our Canadian social security number was not valid, despite being accepted during the online scheduling. Despite explaining that we could pay in cash, we were told to contact Minute Clinic for assistance, but all we got was a voicemail. Inside the store, an unhelpful staff member dismissed us when we sought clarification. We eventually found another pharmacy in Charlotte that provided quick PCR results. Improved customer service in Davidson and additional guidance on the website for international travelers seeking testing would have been appreciated. We were fortunate to resolve the issue in time for our flight. John and Janet Kerr from Frankford, Ontario, Canada.

During my visit to the CVS store on Chagrin Blvd in Cleveland, OH, on Wednesday evening around 6:55 pm on August 11, [redacted], I encountered a frustrating experience. The item I needed was locked up, and despite multiple requests for assistance, there were significant delays in responding to my needs. The interaction with the cashier, Willem, was particularly unsatisfactory as he appeared indifferent to my concerns and showed a lack of professionalism. I believe that customers should not have to endure such prolonged waits for basic assistance. It is essential for CVS to ensure that employees like Willem receive adequate training to handle customer inquiries promptly and effectively. I am keen to know if CVS will take appropriate disciplinary action and offer further guidance to enhance Willem's customer service skills.

I recently had a difficult experience with a local CVS pharmacist that left me feeling upset. I had requested that she contact my insurance company as advised, but she refused, claiming I had the right to do it myself. She then became impatient and raised her voice, saying that she was too busy to confirm the information I provided. This encounter has made me anxious about returning to that CVS and encountering the same pharmacist. I have only been trying to facilitate communication between CVS and my insurance provider and do not feel I deserved such treatment. Following the conversation, she called and left a message on my phone, but when I returned the call, it did not lead to any resolution. I am feeling upset by the whole situation and just asking for understanding, especially when dealing with someone who has disabilities and is reaching out for help.

After discussing the 3-month medication maintenance program with a representative, I shared my frustrating encounters with three different pharmacies while trying to fill my Vicodin prescription. After being yelled at by a pharmacist for bringing in a narcotic prescription at one location, being told there wasn't enough medication at another, and being accused of going elsewhere with my prescription at a third pharmacy, I felt mistreated and misunderstood. It's essential for the pharmacy team to understand that people who truly need these medications should not be targeted or mistreated. The experience left me in tears, and I hope that better training can prevent such situations in the future. I plan to document my next pharmacy visit to ensure a smoother experience.

I recently shopped at CVS twice this past week in New York, where there is a ban on plastic bags. Customers are encouraged to bring their own reusable bags or purchase a paper bag for 5 cents. The quality of the paper bags I bought was disappointing. The paper is thin, similar to two layers of tissue paper, and both times the bag ripped when I lifted it from the counter. The stores I visited were in Manorville and Center Moriches. I find it frustrating that for the 5-cent cost, I cannot get a more durable paper bag. Given the concerns regarding Covid-19, I prefer not to use reusable bags to avoid potential infection.

I would like to file a complaint regarding the pharmacist, Mohammed-Zaki Hussain, at CVS #[redacted] located at [redacted] Hollywood Blvd., Hollywood, FL [redacted]. On 8/14/21 at 10:00 am, I visited CVS to have my prescription filled, and I was met with extreme rudeness from Mohammed-Zaki Hussain. He yelled at me, threatening that I was not going to jail and refused to fill my script, causing me to fear for my safety due to the rage in his eyes. This is the second time such an incident has occurred, and I have never experienced such unprofessional behavior in my 30 years as a customer at this CVS until his employment. I am uncertain of the prescription policy regarding pain medications. I strongly believe that Mohammed-Zaki Hussain should either be terminated or transferred to another location. If he is to remain employed, I recommend providing him with counseling on interpersonal interactions.

I'm a CVS customer and have a sensitivity to specific compounds, so it's crucial for me to receive the right brand of medication. Despite my pharmacist putting Teva's clonazepam 1 mg brand in my chart, the computer filled it with another brand multiple times. The pharmacist mentioned that the computer overrode his entry. I've confirmed that no other CVS carries this brand, but another pharmacy could have it by Monday. I contacted Teva's consumer hotline too. The pharmacist said he might transfer the prescription if the other pharmacy can provide it. I'm unsure how this will work since the wrong medication was already dispensed, and I was instructed to discard it. I'm in possession of the bottle and paperwork. It's frustrating that I'm facing this situation due to receiving the incorrect medication. Any guidance is welcome.

I have been a loyal customer of CVS in Richland, MS, for years. I have 4 specific complaints. 1. The automated system for refills is frustrating. I would like to opt out of medication refills when not requested and dislike the "projected" refill date. When I request a refill before the date, it asks if I want to go ahead and refill it. Are pharmacists filling prescriptions based on the system, causing delays? 2. My family and I have been frustrated with wait times for prescriptions. For example, an antibiotic for my 20-month-old for pneumonia and ear infections wasn't ready for several hours. Also, a refill for Cymbalta took 10 hours when I needed it urgently. 3. Calling the pharmacy is difficult as the employees seem busy and the phone rings unanswered for minutes. 4. There seems to be a high turnover of pharmacists and techs. Perhaps the store manager could assist with calls. If these issues persist, my family may consider trying another pharmacy.

I have been a loyal CVS pharmacy customer for around 5 to 6 years. The pharmacists, like the wonderful pharmacist who helped me today with my prescription, deserve recognition and a promotion. I had a frustrating experience today when an elderly gentleman at CVS told me to come back tomorrow for my prescription, insisting it was only on the 27th day, when in fact it was the 28th. Despite explaining the error, he was dismissive and unhelpful. This is particularly upsetting given my recent health issues requiring hospitalization for blood clots in my legs. My experience today has left me feeling disrespected and unheard. After spending approximately $7,[redacted] annually at CVS, I am strongly considering taking my business to Walgreens due to this rude encounter. I hope to hear back promptly, as I am in need of my medication and do not want to endure unnecessary pain. Thank you for your attention to this matter.

Hello, I am contemplating switching my pharmacy from CVS to another. The transition would not be a big deal as no other company, big or small, could match the consistent incompetence and poor management of CVS. The local pharmacy I used to visit, just a short distance from CVS, closed due to the owner's retirement. Moving from a friendly, efficient, reliable small pharmacy to a chaotic, understaffed corporate giant like CVS is disappointing. Most corporations, including you, seem to disregard customers and employees alike. Having worked for multiple companies, I know this well. Your focus on profit over people is disheartening. My frustration lies not with your employees, who do their best, but with the corporate greed that sacrifices quality for savings. Whenever I call, I endure excessive hold times, often up to half an hour. I have even asked store managers to intervene. At 70+, this is unacceptable. The lack of staff in-store adds to the problem. The employees are polite and handle the workload admirably, but the issue stems from poor scheduling and inadequate staffing. Dealing with osteoarthritis, standing in line becomes a challenge, exacerbated by the delays. It's time for a change to improve customer service and value the well-being of older patrons.

To whom it may concern, I had an appointment scheduled for August 17th at 12:40 PM at CVS near Prestonwood. When I arrived, I learned that the nurse was not present that day. I'm disappointed that I did not receive any prior notification through email or text regarding the unavailability of the staff. Although I received an email reminder at noon, I only got a cancellation notification at 2:40 PM, leaving me unaware earlier in the day that the nurse wouldn't be available. I urge for better customer service, especially with the convenience of using emails and texts nowadays. This experience was quite disappointing. Sincerely, Elizabeth A. Email reminder: Subject: Important: Don't forget to enter this confirmation code at the kiosk when you arrive at the clinic. Confirmation code: TJ25Z88 Appointment Details: Date: August 17, [redacted] at 12:40 PM Location: [redacted] Preston Rd. Ste [redacted], Dallas, TX [redacted] Cancellation email from: [redacted] Sent: Tuesday, August 17, [redacted] (2:11 PM)

I've been a loyal customer at the CVS in Blakely, Georgia for over a decade, relying on them to fill my prescriptions consistently. However, my recent experiences have been frustrating. Despite having the same monthly prescriptions, including a scheduled drug, for years, the pharmacy has been consistently out of stock for the last six months. As someone who depends on these medications for my health, it's concerning and inconvenient to face this issue every month. I have never requested early refills, always following the specified fill dates on my prescriptions. I would expect better service from a pharmacy I've trusted for so long. It's vital for pharmacies to ensure they have essential medications in stock for their long-time customers like me, as this situation has caused unnecessary stress and uncertainty.

My son was at a court-ordered psychiatric facility in Arizona for a month and we flew him back to Wisconsin on August 17. Unfortunately, the facility couldn't provide an Arizona prescription, so we had to get the meds filled in Wisconsin. I was shocked when I found out the meds cost $[redacted].85, but due to my son's severe schizophrenia, I had to purchase them. I spoke to the workers about my surprise but had to proceed with the purchase. When Forward Health couldn't cover the cost, a representative suggested that my pharmacy should have provided alternative options like a week's supply to hold us over until we could get a Wisconsin prescription or offered discounts to reduce the cost.

I recently received a letter regarding access to my account at CVS, which also involves my son Christopher M Fowler. When I called CVS customer service to clarify the situation, I was met with challenges. I encountered long wait times, transfers, and ultimately disconnections without resolution. I have been attempting to contact them this morning as well without success, with extended hold times due to COVID-related delays. I urgently need to determine if my account was accessed or if it pertains to my son. Following this clarification, I wish to proceed with permanently deleting my account from CVS.

On July 15, [redacted], I visited CVS Store #[redacted] located at [redacted] Washington Avenue for passport photo services. Upon inquiring at the photo counter, the representative informed me that they do not take photos on-site but instead upload pictures from customers' phones for printing. Initially hesitant, I proceeded to take a selfie against a white background, which was printed for my passport application. Regrettably, the photos were deemed unsuitable by the US Passport office due to specific requirements not met, unbeknownst to the CVS associate. I am reaching out to request a refund of the $16.19 paid for the photos and urge for further training of the store staff to prevent similar incidents. The passport office's backlog is causing significant delays in processing applications, jeopardizing travel plans like mine.

I went to CVS Pharmacy in Target in North Huntingdon, Pennsylvania today to pick up a prescription ordered by Dr. Sanders. I called to check if it was ready, but no one in the pharmacy answered the phone. I wanted to inform my wife of the status. I even tried pressing the doctor button, thinking they would pick up, but still no response. This lack of communication is frustrating for sick individuals who rely on these services. Please address this issue promptly, so patients can receive the attention and care they deserve at the pharmacy.

I have a prescription for ivermectin from an online doctor that I would like sent to a CVS pharmacy. I'm unsure of the process for this — does the doctor call it in or email it? If so, what contact information should I provide? Additionally, I have a GoodRx coupon allowing me to get the prescription for $35 for 20 pills at 3 mg each. Should I ensure that the prescription matches the coupon exactly, or can I still use it if the prescription differs slightly? I usually get 30 pills at 3 mg each. How do I submit the coupon to get the discounted price? Customer service directed me to speak with a pharmacist for assistance. Any help would be appreciated. Thank you.

My spouse and I, both 74 years old, face health challenges, so we prefer to use drive-through services for our medication whenever possible. Today, at the CVS on Stevenson Drive in Springfield, Illinois, we encountered an unexpected delay. With four cars ahead of us in line, we patiently waited, unaware that the drive-through was also being used for COVID testing. After enduring 45 minutes in our hot car, we finally reached the window to collect our medicine. When we mentioned the need for a better system to separate medication pick-ups from testing, we were met with rudeness from one of the employees, who callously dismissed our concerns by suggesting we should have walked inside instead. As disabled individuals, this option is not always feasible for us. The encounter left us feeling upset and disrespected.

Dear Forum Members, I am writing to share my recent experience with a CVS employee. Upon visiting the drive-through pharmacy to pick up two prescriptions and purchase Aquaphor, I encountered challenges. Despite being told to come inside the store to buy Aquaphor, which was advertised as available at the drive-through, further issues arose. Upon payment, the tube containing my medications and debit card did not return. Despite attempts to clarify, the confusion persisted. The pharmacy tech's behavior, marked by frustration and rudeness, was disappointing. As a healthcare worker myself, I value patience and kindness in all interactions. While understanding the stress of the current pandemic, professionalism should not be compromised. The incident, though seemingly minor, left a lasting impact. I believe in respectful communication and thoroughness in service, elements that were lacking in this encounter. I hope for improved support during busy times and a reminder to prioritize patient care over personal frustrations. Thank you for allowing me to share my experience. Sincerely, Erika C.