CVS Customer Service Issues

My sister underwent surgery in Las Vegas earlier today. When a relative went to pick up the prescription from CVS, Mary Lou (CVS [redacted]) stated it couldn't be filled because there was no record of my sister at the doctor's office. After confirming with the doctor's office that the prescription was indeed called in, my sister contacted Mary Lou, who dismissed her and hung up multiple times. It took escalating the issue to a manager along with involving the doctor's office on the call to discover the surgeon needed to call in the prescription. The experience was incredibly frustrating due to poor customer service from Mary Lou.

I am experiencing some memory issues regarding the purchase of a set of bathroom scales. Unfortunately, I cannot recall the exact website I used for this order. I am reaching out to inquire whether I made the purchase through your platform and if so, kindly provide me with the tracking number. It's worth noting that a potential incorrect address may have caused the package to be returned to the sender by the Post Office. Your assistance in checking on this matter would be greatly appreciated. Thank you for your help. Sincerely, Jennifer G. Garrett

There are consistently long lines at your drive-thru window, often with up to 7 cars queued. Despite only one car ahead of me last time, I waited for 14 minutes without progress. This has occurred three times in the last 2 months. While it's inconvenient for me to go inside, I have to when the drive-thru is too busy. I prefer not to use the mail service due to pricing variations. During my last prolonged wait, I discovered it was due to COVID testing, which seemed to delay the entire queue. It would be helpful if customers waiting for tests could be directed separately to avoid affecting others. In the past, I found it easier to manage lines at a different CVS location with two distinct queues.

Hello, I'm reaching out to address the current online vaccination check-in process at CVS. As a retired computer programmer/analyst formerly with CVS, I wanted to share my recent experience getting a flu shot at my local CVS. I was surprised to learn that I now need to schedule an appointment online, which wasn't the case last year. This change may be particularly inconvenient for elderly customers who may struggle with the new sign-up questions. I suggest implementing a feature that autofills certain fields for existing pharmacy customers to streamline the process. Having to enter information like Medicare and insurance numbers, as well as RX Bin numbers, can be overwhelming. I had to improvise to proceed through the form. It would be much simpler if our existing information could be used to prepopulate these fields. I appreciate your attention to this matter, and I'm available for further discussion if needed. Thank you for considering improvements for the benefit of elderly customers like myself.

Yesterday, my Cardiologist prescribed Sildenefil (generic for Viagra). Today, I was informed that the cost is $[redacted] because my insurance won't cover it (Medicare and United Healthcare Supplemental). My research indicates it should be covered. Recently, my wife, under the same insurance, was initially told her flu shot wasn't covered by the pharmacist, but after questioning, it suddenly was covered. The consistency of service seems to vary; interactions with the Asian lady pharmacist are efficient, but her name is unknown. I hope this isn't the new norm. I'd appreciate clarification on whether Sildenefil is covered by Medicare/AARP United Healthcare Supplemental and if $[redacted] is accurate. - Hubert C. Kirkland

I was surprised by the lack of confidentiality in the survey I completed at the local pharmacy. The pharmacy manager at the Montrose CA location, Annie, called me to discuss my feedback. She seemed unhappy with my low score and suggested I transfer my business to Walgreens. Annie misinterpreted my comments, leading to a misunderstanding about the store's rating. I find this unprofessional and do not wish to move my prescriptions elsewhere. While generally satisfied with the service, my feedback was in response to recent CVS news. I am seeking assurance that my prescriptions will not be transferred without consent and would appreciate addressing this behavior with a representative.

On October 15th at 2 pm, my physician called in a prescription to Pharmacy [redacted] in Owings Mills. I waited for the notification to pick up, but after several hours, I left. Later that evening, I got a text saying the item was out of stock and needed to be ordered. It's now the 21st and it's still on order. I used to work in a pharmacy and know that items can go out of stock, but in the past, we would either order from a wholesaler for the next day or get it from a nearby location. If the item is on backorder, that's understandable, but I should have been informed. I switched to CVS for convenience across states, but this experience has been disappointing. I've had various issues with CVS pharmacies, but I usually handle them locally. This time was too much. I'm relieved the medication wasn't crucial.

I was prescribed Fluocinonide for a scalp rash, but the prescription mistakenly indicated putting the drops in my ear instead of the affected scalp area. After contacting the pharmacy, they initially mentioned the prescription details showed the wrong information. However, upon my intention to notify my doctor about the error, the pharmacist revealed it was a mistake made at CVS and not by the doctor. This error concerns me greatly as it could have serious implications. Despite my insurance covering part of the cost, I paid $27 for the medication. This incident has shaken my trust in the pharmacy's accuracy with my prescriptions. RX #[redacted] at store [redacted].

I contacted the pharmacy twice in a row. I was placed on hold for 42 minutes and 48 seconds before they answered, then immediately disconnected the call without saying anything. The same thing happened on my second call after 5 minutes and 16 seconds. There is no separate phone number for the store or a store manager, only one for the pharmacy. My longest wait time at this location was just over 20 minutes, then I spoke with a polite and professional female pharmacist named Sydney. The only negative experience I had was with a female pharmacy technician who identified herself as Lisa. I had positive interactions with three pharmacy employees named Sydney, Alicia, and Dawn. I acknowledge peak business times but find it unacceptable for an employee to answer a call only to hang up immediately, not once but twice. I am frustrated by the lack of a separate store contact and the disregard for customers. This was a very disappointing and insulting experience, and I believe I should be compensated for the wasted time and rude treatment.

Event at CVS Date and time: October 24, [redacted] at 7:00 PM Location: CVS Pharmacy at [redacted] Second Avenue, Between 72nd And 73rd St. New York, NY [redacted] Store #[redacted] There was a misunderstanding with an employee named Cyrus. The Store Manager, Noah, misrepresented me and the event, leading to me being refused service and told not to return. As a senior citizen and CVS Carepass subscriber since March [redacted], I depend on this store for late-night errands and shopping in bad weather. It's the only CVS nearby. Desired outcome: Kindly arrange for me to resume using this store. Customer: Nicholas Luttinger Contact: [redacted]

My name is Gilda Rojas Dondi. I visited the CVS in Huntington Park today. There were only two people working, and one of them was Mrs. Richard Mahony, the manager. I asked her for Tylenol 500MG pills, and she told me to wait in line. When it was my turn, she seemed angry because she had to leave the register to get the medication. She rushed me despite seeing I was unwell with a bad foot (I am 63 years old). When I couldn't keep up, she looked back at me with anger and spoke harshly, telling me to hurry as there were only two people working. We argued in front of everyone, and now I feel humiliated and disappointed by the store I used to consider my favorite. I believe she is not suited for her position. In these challenging times, the last thing elderly people like me want is to be treated poorly. Please take action to uphold the human rights of everyone who walks into the store. Thank you.

My daughter's prescription was sent to the CVS on Riva Rd in Annapolis MD on 10/20/21. When she went to pick it up on 10/22, it wasn't ready, and they couldn't provide a timeline. I tried calling the pharmacy numerous times to transfer the prescription or understand the delay, but no one answered. The store said the pharmacy was too busy to answer calls. Eventually, on 10/25, I visited the Riva Rd pharmacy and had the prescription transferred to another CVS 2.5 miles away with the medication in stock. It's frustrating they couldn't have informed my daughter or done the transfer earlier. Simply answering the pharmacy phone could have resolved this issue days earlier.

I want to share my disappointment with the poor customer service at the Opelousas location on East Landry Street. Specifically, I had a frustrating encounter with the pharmacy staff during my visit today. Despite previously driving an hour to another store due to similar issues, I decided to go to this location for a COVID booster shot. However, the staff mishandled the situation. When my insurance was initially declined, I offered to pay for the vaccine out of pocket, but I was refused. The staff member insisted that since I had insurance, I couldn't proceed without insurance approval. Even when my insurance confirmed coverage, the staff was uncooperative and unhelpful. After a lengthy wait and multiple calls to my insurance, the situation was eventually resolved. The whole ordeal took over an hour, during which the staff was dismissive, unresponsive to calls, and displayed poor customer service. This experience has convinced me to never return to this location and I will explore alternative pharmacy options, even if it means paying more. Additionally, I learned that others have also faced similar issues with the pharmacy team, which is disappointing.

My name is Gilda Rojas Dondi, and my email is [redacted]. Today, I visited the CVS in Huntington Park, and there were only two people working. One of them was Mrs. Richard Mahony, the manager. I asked her for some Tylenol ***MG pills, and she told me to wait in line. When it was my turn, she seemed upset because she had to leave the register to open the medicine cabinet. Despite seeing that I was unwell and had a bad foot (I am ** years old), she rushed me to follow her, but I couldn't keep up. She then looked back angrily and told me in a horrible tone to hurry up because there were only two people working. We argued in front of everyone, and now I feel humiliated and disappointed. I think she is not fit for her position. In these tough times, us elderly individuals do not want to be treated poorly. CVS should do something to uphold the human rights of every customer. Thank you.

I would like to file a formal complaint regarding the CVS Pharmacy located at [redacted] Cartwright Rd, Missouri City, TX, [redacted]. I have been receiving poor treatment at the drive-thru window while trying to pick up my prescriptions, and also when I called to speak with the store manager and was disconnected. I understand the need for employees to communicate through the glass window and phone, but I have difficulty hearing them, and when I asked for them to speak louder, they did not comply. Today, an employee mocked me with hand gestures when I tried to explain my hearing difficulties, which was unprofessional and offensive. When I called to speak with the manager, I was informed that she was unavailable, and when I asked how to file a complaint, the person hung up on me. I believe the customer service at this store has severely declined. I would appreciate it if the employees could be trained on proper communication with customers who have difficulty hearing. I hope to receive a response from someone in charge regarding this matter.

Hello, good morning. Today, I visited the CVS in Bay Ridge and encountered an unpleasant experience with an employee named Rachel. Upon entering, I noticed Rachel engrossed in her iPad at the entrance, ignoring customers. During self-checkout, I couldn't find the barcode for a packing tape I wanted to purchase from the store. When I asked Rachel for assistance, she dismissively mentioned it didn't have a barcode because it was store property. After clarifying my intention to buy the item, she reluctantly got the tape and tossed it towards me. Rachel, who claimed to be the manager, displayed rude behavior throughout our interaction. Recognizing the importance of good customer service, I felt compelled to share my experience. Thank you. Margo S.

My spouse and I fell victim to a recent scam mentioned on CBS19 and FOX news where we bought six $[redacted] gift cards under pressure. Worried, we visited our bank the next day to consult the manager in person. The manager confirmed the scam and advised us on necessary steps. We contacted Target and Apple to deactivate the cards, filed reports with the police and FTC, and had the credit card companies investigate the fraud. Unfortunately, the issuing retailers refused to refund the gift cards. We are left with deactivated cards from Lowe’s, CVS, and WalMart, while our credit card statements show charges we can't pay. We seek help to cancel these transactions with the credit card companies or find a way to use the deactivated gift cards. Any suggestions are welcome. Thank you for your prompt assistance in this matter. Our credit may be impacted if unresolved soon.

I am a frequent patron of CVS, and I am well-acquainted with the staff. However, a recent incident involving employee Pearl at the CVS East Palomar branch has left me feeling embarrassed and humiliated. On October 31, [redacted], between 9-9:30 pm, Pearl publicly referred to me as her father and labeled me a gambler who had lost $[redacted] to another customer. Despite our prior interactions, this particular incident crossed a line, and I am considering taking legal action against the CVS branch. I urge CVS to review the surveillance footage to corroborate my account of the situation. I find this treatment unacceptable and unforgivable, especially considering my status as a regular customer at the store.

Good afternoon, I would like to address my experience with the store at [redacted] SW 56 St, Miami, FL [redacted], phone [redacted]. I have been a resident of this neighborhood for 28 years and have been familiar with this store for quite some time. While it was not my preferred pharmacy, its proximity to my home at [redacted] SW [redacted] Ave made it convenient for quick purchases. However, since my insurance mandated using CVS as one of my pharmacies starting in April this year, my experience has not been satisfactory. The staff seem to have trouble understanding that my insurance provides my medication every 3 months, resulting in only two co-payments. The prescription is clearly written for a 90-day supply, covering 3 months, but there have been recurring issues with their interpretation. This situation forces me to make multiple trips for my medications, causing inconvenience every 3 months. I am considering switching to another pharmacy despite the convenience of walking to this one, as I believe this issue needs to be rectified not just for me, but for others in similar situations. Thank you, Eulalia Martin-Viana

I had a distressing encounter that I feel compelled to share. Recently, I visited a pharmacy located at 74 Main Street, Wynantskill, NY, where I interacted with a staff member named McKayla. Due to the tragic loss of my 6-year-old son in a car accident, I rely on prescribed anti-psychotic medication. Although my doctor had authorized a refill a week prior, I was scheduled to collect it on 10/29. Upon contacting the pharmacy and conversing with McKayla, whom I believe to be a technician or cashier, I encountered resistance when requesting the filled prescription. Despite conveying past difficulties retrieving my medication, she declined to investigate further, leading to a distressing exchange that culminated in an abrupt disconnection. Subsequent consequences of this incident resulted in my hospitalization due to withdrawal symptoms. I am distressed by the perceived lack of empathy and professionalism displayed by McKayla, which I find unacceptable in a customer service role. Considering the impact of this experience, I respectfully urge the pharmacy management to address this matter promptly. Thank you for your attention to this issue.