CVS Customer Service Issues

I am disturbed by the treatment I received at Bonsack Walmart yesterday when I went to pick up my antibiotic prescription. I forgot my GoodRx card, so I paid $75 in cash initially. After downloading a prescription card, the price was lowered to $46. The older woman handling my prescription seemed personally offended by this change and took an additional 10 minutes to process it, storming off in frustration. Earlier, another lady had difficulty with my CVS card, which led to more complications. The customer service was unpleasant, and the attitude from the staff was unwelcoming. I usually have a better experience at Kroger or other CVS branches and am disappointed by this encounter. I don't plan on returning to this CVS location due to the treatment I received.

I visited the CVS on McCain in North Little Rock at 6:15 pm last night. I waited in the pickup line for over an hour to get the medications my doctor prescribed for me to start last night. When I finally got to the window at 7:20 pm, I waited for 10 minutes with nobody coming to assist me. After pressing the button, a staff member mentioned they were understaffed and would attend to me when they could, as they were alone. Another 10 minutes passed, and I left without being helped or receiving my medication. The store manager I contacted said they couldn't resolve the issue since the technicians didn't show up. Being stuck in line without a way out was frustrating. It's disappointing that the manager couldn't provide assistance. This experience is unacceptable. It makes me consider recommending Walgreens instead, as I haven't faced similar problems there.

I visited Regent Care yesterday because I ran out of my medication. Even after they said they would have it ready today, I still don't have it. Now they're saying it won't be ready until tomorrow afternoon at 3. I can't go 24 hours without this medication, which is why I went to urgent care in the first place. If something happens to me because CVS won't provide me with my medicine, my family and legal team will take action against the company and its employees at the Middletown Ohio Verity Parkway location.

I have been receiving text messages offering free items up to $5. Today, I visited CVS at 34 Cannon Ave, Hagerstown, MD, to pick up my prescription and redeem the offer for a free bag of chips. However, when I showed the text and coupon to the clerk, she couldn't locate my card that I've had for about 30 years. This led to a delay of 5-10 minutes as she tried to resolve the issue, causing the line to grow longer. Eventually, a manager was called, and despite the backup, I felt pressured to give up and leave, feeling uncomfortable for inconveniencing others. After unsuccessfully attempting to contact the store by phone, I reached out to the corporate office at [redacted]. Following a redirection to call [redacted], I finally spoke to a person who informed me I had the wrong number. Frustrated, I expressed my dissatisfaction and was put on hold for 25 minutes before being disconnected. This experience goes beyond a missed bag of chips and has left me increasingly frustrated with CVS's lack of concern.

I have been receiving text messages offering free items up to $5, although I have never used them. Today, I went to CVS at 34 Cannon Ave in Hagerstown, MD to pick up my prescription and decided to take advantage of the free bag of chips. When I tried to check out with the chips using the text and coupon, the clerk couldn't find my card, which I've had for approximately 30 years. She spent around 5-10 minutes trying to figure it out, causing the line to build up. Eventually, she called for a manager, which led to another 5-minute wait with growing frustration from the customers in line. Feeling uncomfortable for holding up the line, I decided to give up and leave. I attempted to call the store three times, but the phone just kept ringing. Frustrated, I found a number for the corporate office and called [redacted], only to be directed to call [redacted]. After reaching a person, I expressed my concerns and mentioned I was done with CVS, prompting them to transfer me to a supervisor. I held for 25 minutes before getting cut off. While this issue isn't just about a bag of chips, my frustration with CVS's lack of concern only grew with each interaction.

Dear CVS, I have been disappointed, along with my friends, with the sales and ExtraCare coupons that typically offer 30% off non-sale, regular-priced items with numerous restrictions. Recently, I tried to purchase a semi-reduced item that was not a true sale (buy one get one 50% off), where the regular-priced item is bought first and the manufacturer's discount applies to the second item. I found out I couldn't use my 30% coupon once again and consequently left the items and left the store. This has been a recurring issue not just for me but for others as well. This marketing tactic seems questionable, as it leaves many customers unsatisfied. Despite this, I generally like the CVS brand. Sincerely, [Initials]

I am experiencing an issue at the CVS pharmacy in Huntington, Indiana. I am trying to refill my essential medication but they are requiring a prior authorization, which would take at least a week due to the holiday weekend. I requested to pay out of pocket, but they refused. I have paid out of pocket for the last two months without any mention of needing a prior authorization. When I questioned why this was necessary, they insinuated it was because some individuals abuse narcotics, which felt like discrimination to me. This situation is extremely distressing, and I feel embarrassed and humiliated. It may even force me into detoxification. If there is any assistance you can provide, please reach out to me.

I wanted to make a significant purchase at CVS on [redacted] Washington Street in San Diego, California, but the store was unexpectedly closed. I noticed a few women waiting outside, assuming the store would soon reopen. A staff member without a name tag eventually came to the door and interacted with the customers. Despite expressing my intention to make a purchase, the employee rudely refused me service. Disappointed, I took my business to Rite Aid instead. I strongly recommend that CVS address this behavior to prevent negative impacts on their reputation and customer experience. Discrimination and rude treatment are unacceptable in any establishment. Hopefully, CVS will take action to improve their service and avoid potential legal consequences. - Jim Villa Barraclough

On 08/29/[redacted], I collected my medications from CVS Pharmacy at Store #[redacted] in Lake Placid, FL. Upon arriving home, I discovered it was not the usual inhaler I use. Despite my insurance not covering it, my doctor prescribed a different one, Incruse Ellipta 62.5 mcg/actuation powder for inhalation. I had to pay $9.20 for it, but unfortunately, I am unable to use powder inhalers. When I contacted CVS, they informed me I could return it if unopened. Today, on 9/07/[redacted], when I tried to return it for a refund, they stated it was past the 7-day return window. They did not mention this during our previous conversation. Subsequently, I left the inhaler on their counter without receiving a refund. This experience has led me to decide not to patronize CVS in the future due to their poor customer service. I am disappointed to lose $9.20, but they have lost a loyal customer in the process.

Hello, I am reaching out to share a recent experience at a CVS store. While attempting to use coupons at the self-checkout, I encountered some issues. Despite already redeeming two Venus coupons, the machine did not accept additional secret coupons. When I sought assistance from the cashier, they called the manager who was unhelpful. The manager only offered the options of canceling the transaction or paying full price for the items that the coupons did not apply to. Due to a language barrier, I chose to cancel the transaction, which resulted in losing my coupons. The situation occurred at the CVS on [redacted] Milton Ave in Janesville, WI, between 7:53 pm and 7:57 pm Central time. I would appreciate any assistance with this matter. Thank you.

I have been a loyal customer of CVS located at [redacted] Oak St. Brockton, MA [redacted] for more than 12 years. Recently, I have noticed a decline in service quality and timely medication dispensing due to a lack of staff. During my visit on Friday, September 10th around 3:00 pm, I encountered an issue with being charged for medications that usually have a $0 copay. When I questioned this, the pharmacist did not address my concerns appropriately, instructing me to go elsewhere for my medications going forward in front of other customers. This behavior is unacceptable, particularly from a pharmacist. Upon further review, I discovered that no insurance was applied to the prescriptions despite my mother having two insurance policies. It is concerning that the staff did not handle this situation properly. I am curious if there have been any changes at this CVS location leading to these issues. I am also troubled by the pharmacists not applying all insurance policies when processing medications and their reluctance to rectify processing errors. I believe corporate should investigate the operations at this particular store. Thank you.

Hello, my name is Jaclyn, and I recently took a COVID-19 test at CVS located at [redacted] Freemansburg Avenue, Easton, PA. I am extremely disappointed with the customer service experience I had. I have a hearing impairment and wear a hearing aid, which I mentioned to the employee multiple times, yet she spoke too quickly and unclearly. When I made a mistake, she reacted by slamming her hands on the counter and scolding me instead of providing clear guidance. I understand the need for efficiency during this stressful time, but clear instructions are essential for individuals like me who require special assistance. The unprofessional behavior displayed was disheartening. I am typically very polite and do not leave negative feedback, but in this case, I felt compelled to share my experience. It is crucial that everyone receives the care they need, especially during such challenging times. Thank you, Jaclyn F.

I am writing to express my extreme dissatisfaction with the service I received at [redacted] 5th St. Highway CVS recently. Following my knee replacement surgery on 9/8/21, my doctor's office called in a prescription for pain medication on 9/14/21 around 3:24pm. When I called Thursday morning, expecting to pick up my medication, I was informed that it hadn't been filled due to being busy the day before. The pharmacist's response to my urgent need for pain relief was shockingly insensitive, showing no empathy for my situation. When I mentioned receiving a text saying my prescription was being processed, the pharmacist rudely dismissed my concerns. After requesting to speak to a manager, I was abruptly hung up on. On top of this, when my daughter went to collect the medication not long after, she still had to wait an additional 25 minutes. The lack of professionalism and compassion displayed by the pharmacist, along with the delays and excuses given by the store manager when I contacted them to file a complaint on 9/17/21, reflect poorly on the level of service provided by your establishment. Such disregard for a customer's well-being, especially when they are vulnerable and in pain, is unacceptable. Sincerely, Michelle K. [redacted] Reserve Way Temple, PA [redacted]

I recently bought 4 packages of Breathe Right strips and a small package of CVS 325mg aspirin with a 30% discount coupon. I had to return them since the coupon didn't apply to sale items, and the Breathe Right strips were on sale. When I went back to CVS with another 30% off coupon, they rang up the Breathe Right strips as full price, even though they were back on sale that day. The aspirin I wanted was out of stock. Despite the shelf showing the regular price, the clerk insisted it was on sale. I gave up after several attempts and ended up returning the items again. This time I paid cash for Bayer aspirin instead of CVS brand.

As an experienced CVS customer, I am disappointed in the recent cancellation of my order for a shower chair. Order number: [redacted]07. The lack of explanation for the cancellation is unprofessional and frustrating. I attempted to contact customer service at 1-[redacted] but was unable to reach a representative. As a retired RN with 50 years of experience, I understand the urgency of needing medical equipment like a shower chair. The cancellation email was handled poorly, offering no alternative solutions. I urge CVS to improve communication with customers in similar situations. I have Medicare Part D through CVS and hope to have this matter resolved promptly. Thank you, Jean.

I am concerned about my recent experiences at the pharmacy on Pace & Cervantes St. in Pensacola. The technician there has been signing for my prescriptions instead of giving them to me, even though my insurance covers them. I suspect she may be taking my medication as well. On top of that, she has been rude to me in the store and I have filed a complaint with corporate, but have not received a callback yet. Due to her actions, I couldn't test my sugar levels for two weeks as I didn't receive test strips I paid for. Additionally, she refused to give me the prescribed 13-day supply of promethazine liquid and only provided me with a 24-day supply, not following the doctor's instructions. I am expecting a call from corporate today to address these issues.

I had a $10.00 reward that I accidentally threw in the trash. Unfortunately, by the time I noticed my mistake, the trash had already been collected. If it hadn't been picked up, I would have searched for it. Being 80 years old on a fixed income, I kindly ask if it's possible to reissue my $10.00 reward. Your help with this matter would be greatly appreciated. Thank you.

I frequent the CVS Pharmacy on Triangle Road in Hillsborough, NJ [redacted]. On Friday, 9/17/[redacted], I needed to contact the pharmacy after receiving a text about a prescription. Despite calling at 10:00 AM, 2:00 PM, and 5:00 PM, I was unable to reach anyone as I waited on hold for extended periods each time. Upon arriving at the store at 5:00 PM, still on hold, I noticed the staff ignoring multiple phone calls and closing the drive-through pharmacy. The lack of customer service was evident, and despite recognizing industry-wide staff shortages, the handling of calls was unacceptable. The encounter with the unfriendly staff member and the overall poor service led me to decide to take my business elsewhere and avoid CVS in the future.

I have been a loyal customer at my local CVS store #[redacted] in Chelmsford, MA for over 21 years. Recently, I have noticed that the pharmacy seems to be understaffed, leading to long wait times and difficulties in getting assistance. Despite the boutique-style changes in the store, the pharmacy is always busy with customers waiting in line. I have encountered issues with Caremark services and pricing discrepancies for my medications. Communication with pharmacy staff is challenging due to long phone hold times. Even simple inquiries about products like Prevident [redacted] dry mouth require a visit to the store. There have been multiple instances of pricing errors for my Medicare-covered diabetic supplies due to inconsistencies between Caremark and the store's systems. The pharmacy staff are hardworking, but the workload seems overwhelming. I hope these issues can be addressed to improve the customer experience. Thank you, Susie G.

The CVS Pharmacy located at [redacted] Ferguson Rd., Dallas, TX [redacted] is consistently in poor condition and unclean. The parking lot and sidewalks are dirty, with graffiti on the ice machine outside. Inside, the floors are filthy, shelves are poorly stocked, and inventory is disorganized. On a recent visit, two men were loitering outside asking for money, and the manager was too busy to address the issue promptly. During the same visit, the manager was seen reprimanding an employee in the open office area by the front door, making interactions audible to customers. Despite these issues, the pharmacy staff remains friendly and professional, though discrepancies in pill quantities on prescription bottles have occurred. While the surrounding area is thriving and growing, the CVS branch fails to upkeep standards and safety, contrasting with other establishments in the neighborhood. CVS should strive for improvement.