CVS Customer Service Issues

My mother, aunt, and grandmother have all been loyal customers at CVS Pharmacy at [redacted] Harvard Ave. in Cleveland, OH for over a decade. Despite generally positive experiences due to the convenient location of the pharmacy and store, a recent visit left my mother feeling frustrated. She visited with my aunt to receive her Covid booster shot, only to be told after a 30-minute wait that she had already received it. While we understand the importance of vaccine procedures, the miscommunication and wait time were disappointing. Even more disheartening was the encounter my mother had with the store manager, who approached her with a negative tone, asking, "What are you doing?" instead of offering assistance. This lack of courtesy was unexpected, especially considering the amount my family spends at the store on prescriptions and other items. We are considering switching to a different CVS location due to this unpleasant experience.

Dear CVS Team, good evening. I am writing to inform you that yesterday, on Nov. 16, I called the pharmacy located at [redacted] N University Dr, Pembroke Pines, FL [redacted] to inquire about the status of my prescription. The staff member who answered spoke in English despite my request for assistance in Spanish. I waited patiently, but the call was abruptly disconnected. The call was made at 4:08 pm, with a 6-minute and 6-second wait time. I called back immediately and expressed my disappointment at the previous call being cut off. I reiterated my request for service in Spanish, but was just told "Tomorrow" repeatedly. I decided to end the call as no information was provided. The second call was made at 4:14 pm, with a wait time of 3 minutes and 40 seconds. I want to highlight that I have visited or contacted the pharmacy before and have been assisted promptly and respectfully in Spanish without any disconnections. As a customer, it is discouraging to not receive assistance simply because of a language barrier. Thank you for your attention. Jose D. Cell [redacted] [redacted]

I would like to report a concerning incident that happened at CVS pharmacy located at [redacted] E Kennedy Blvd, Tampa, FL [redacted] on 11/13/[redacted]. As a Navy Veteran, I visited the pharmacy after a workout to get my flu shot. After waiting for my turn, the pharmacy technician mistakenly administered a dose of the Covid-19 Pfizer shot instead of the flu shot without my consent. Although the technician called me to apologize, this error could have had serious consequences. I believe this matter should be investigated thoroughly due to the severity of the mistake made.

I went to pick up my eight prescriptions and was surprised to be charged copays for all of them, despite having reached my maximum out-of-pocket in Oct [redacted]. The staff insisted I call my insurance, but I believe there might be an issue with CVS's software. Although I've been a loyal customer at the CVS on Sporting Hill in Mechanicsburg, PA for over a decade, the rude employee's behavior and the inconvenience have made me consider moving my prescriptions to Rite Aid. After contacting my insurance, they confirmed there should be no copay. This experience has been frustrating and time-consuming.

I am a customer at the CVS located on Woodland Road in Eastampton, New Jersey. I have noticed that the pharmacy never answers the phone when I call. I am currently on hold and have been waiting for over 48 minutes, which has happened repeatedly. Once, I even drove to the store while still on hold, only to find no one at the counter. I am frustrated by the lack of response from the pharmacy, especially when I make inquiries about it. I am considering switching my prescription to Walgreens for better customer service, as I have heard others in the area have done. I would like to know how to file a formal complaint regarding the lack of phone service at my local CVS.

After dropping off my prescription at the CVS pharmacy on Terry Parkway in Terrytown, LA last Wednesday, I was told it would be ready today. Despite confirming it would be automatically filled by Monday morning, I didn't receive a notification by 12:15pm. Calling the pharmacy revealed my prescription wasn't on their radar. After some back and forth, I was given varying times for pickup but faced delays due to their computer system being down. As the holidays approach, these inconveniences are frustrating, especially having to wait for the system to come back online and being asked to return later for pickup. It's now 3:55pm CST, and I've yet to receive any update. This situation is unacceptable, and there should be a better contingency plan in place. The lack of communication and service is disappointing.

I am subscribed to CVS emails and text messages. My basic cell phone cannot access the digital coupons from the texts. Despite contacting customer service, I have trouble redeeming the offers. One representative managed to help me previously, but last week's interaction did not resolve the issue. The representative suggested visiting a CVS store to access the coupons, which unfortunately did not work. This problem persists, and I am seeking a solution from CVS support. Thank you for your help.

Subject: Concerns with Recent Changes at CVS on Reeceville Rd., Pennsylvania To Whom It May Concern, I am reaching out regarding the significant issues I have observed at the CVS on Reeceville Road over the past several months. There have been concerning developments such as prolonged unavailability of essential pain medication, a reduction in the number of experienced pharmacists, and the employment of inadequately trained staff, some of whom face language barriers that impede effective communication during prescription pick-up. Numerous customers, including myself, have witnessed a decline in service quality that impacts both patrons and employees adversely. The pharmacy appears to be understaffed, with employees who struggle with language proficiency and lack sufficient training to handle prescriptions accurately. This situation raises serious concerns about the potential for errors and jeopardizes customer safety. During my recent visit on November 24, [redacted], I encountered a distressing incident involving a missing label on a prescription bottle, which is unacceptable for medications as critical as chemotherapy. The response I received from the employee reflected a lack of empathy and professionalism, further highlighting the deteriorating service standards. I urge the primary pharmacist at the CVS location to address these pressing issues promptly to ensure the well-being of customers and the efficient operation of the pharmacy. It is crucial for the corporate office to be informed of these challenges to prevent any compromises in customer care and medication safety. Sincerely, Joanne J.

On 11/26/[redacted], I visited the CVS store at [redacted] S Baldwin Ave, Arcadia, CA [redacted] around 9 pm. During my purchase of two dolls under the buy 1 get 1 free deal priced at $19.99 each, I noticed the cashier charged me the regular price before using my $2 off coupon. After realizing the error, I requested a refund and a corrected transaction. Although the price was adjusted, the cashier did not apply my $2 coupon. When I inquired, one cashier responded rudely while another dismissed the $2 discrepancy. Despite the small amount, I expected an apology and better explanation rather than the cashier displaying a negative attitude. The lack of customer service left a negative impression, and I believe CVS should enhance training for their staff to provide improved service.

I urgently need someone to contact me regarding an incident with a store manager named Mike at the CVS located on 9 Mile and Shaner in Warren, Michigan. He was extremely rude and made me feel uncomfortable over a simple misunderstanding with an item I was looking at in the store. Despite trying to explain the situation, he became aggressive and accused me of things I did not do. I felt threatened by his behavior and need to address this matter promptly. Please reach out to me as soon as possible to discuss this issue further. Thank you.

During my visit to CVS today, I experienced a disruptive incident with a pharmacist named Brian. He intervened in a conversation I was having with pharmacy technician Merylin, making inappropriate comments and displaying unprofessional behavior. This pharmacist's attitude and use of offensive language in front of other customers was completely uncalled for. It is concerning that this pharmacist was not dressed professionally, wearing wrinkled scrubs with no lab coat or name tag. Given this behavior, I strongly believe that Brian should be terminated from CVS and not rehired in any capacity by the company. Sincerely, Jeffrey S. Torsrud

I have been a loyal customer of CVS with my wife for over 25 years. Both of us have faced health challenges requiring monthly prescriptions. Despite spending a significant amount over the years, filling our prescriptions has been consistently frustrating. The lack of communication between CVS and the doctors results in unnecessary back and forth every month, causing us undue stress. The time wasted on hold listening to music or commercials adds to the aggravation. Despite CVS's positive image in advertisements, our reality is filled with grief and frustration. It's disheartening that the experience is consistent month after month with little improvement. Our health issues make this constant battle for prescriptions even more taxing. The disregard for our time by both CVS and the doctors is disappointing. Our visits always seem to end on a negative note. The hope for change is slim, but I express my concerns hoping for a resolution.

I purchased a LYCA MOBILE prepaid Sim Kit from CVS last week. Upon trying to insert the SIM into my phone, I noticed it was slightly damaged and did not fully fit. I paid $37 for the kit, but I haven't activated it. However, when I attempted to return it to the store, I was informed that they don't accept returns on prepaid cards. I feel frustrated as the card is damaged, unused, and unactivated. Any assistance would be appreciated.

I had a terrible experience at the CVS on Temecula Parkway in Temecula, California with an employee named Rodrigo. When I inquired about a return for which I had a receipt and a phone number, he rudely informed me that he couldn't process it. This is not the first time he has behaved this way, and it appears he faces no consequences for his actions. I am a frequent customer at CVS and this kind of treatment is disheartening. Despite CVS's emphasis on customer service, this encounter was extremely unpleasant. I would be grateful if steps were taken to retrain or counsel Rodrigo. Thank you very much.

The Pearland, TX store at [redacted] Magnolia was closed past its posted opening time of 7:00 AM, causing confusion for customers arriving at 8:30 AM. Despite several people attempting to enter, the store was deserted until a staff member arrived at 8:40 AM. When questioned about the delayed opening, the employee nonchalantly mentioned they would open shortly without offering an apology or acknowledging the inconvenience caused to customers.

As a loyal patron of the Perry, GA CVS store, I have observed some issues that could use improvement. The head Pharmacist, Heather, lacks strong customer service skills, appearing indifferent to her role. Over the years, numerous friendly Pharmacists have come and gone, and it seems the turnover may be linked to Heather's management style. The recent turnover among pharmacy technicians has also been noticeable, with many new faces present. While I understand change is inevitable, the absence of consistency in familiar faces impacts the overall experience. I believe addressing the situation with Heather could potentially lead to better staff retention and a more positive atmosphere for both employees and customers. Though I am uncertain if my feedback will be taken seriously by CVS, I felt it was important to share my observations.

On November 7th, I ordered two medications for a 90-day supply from the pharmacy. However, when I received the order, I only got a 30-day supply, which I didn't notice initially. Upon realizing the error, I requested the additional 60-day supply, but the pharmacy informed me that they had provided a 90-day supply and requested payment for the extra medication. They mentioned having a photo as proof of the 90-day supply being dispensed.

I would like to share a compliment about Store Manager Ms. Marilyn at store #[redacted] on [redacted] Good Hope Road, SE, Washington, DC [redacted]. Ms. Marilyn provided excellent customer service and addressed my concerns with a positive attitude. I appreciate her outstanding service. Additionally, I suggest placing a camera in the security area at the store due to stealing incidents. This could help monitor the store and deter theft effectively. Thank you.

While delivering a product to your store, I had a negative experience with your employee/shift manager named Jamie M. He was very rude and spoke to me in a belittling manner, which is unacceptable. When I requested to file a complaint, the manager, who I spoke to, handled the situation unprofessionally. This incident occurred at store [redacted] located at [redacted] Mitt Larry Rd, Northport, Alabama [redacted]. I would appreciate confirmation that appropriate action has been taken concerning this issue. I visit the store every Wednesday, and I am uneasy about potential mistreatment. I prefer to resolve this matter promptly without involving the BBB. Thank you. - David

I reside in NJ and while visiting The Villages in Wildwood, FL, three of my prescriptions from another pharmacy needed to be refilled. I visited the Wildwood Store on [redacted] S Main Street on Monday, December 6th. After providing my information, I was informed it would take 24-48 hours for the prescriptions to be ready for pick up on Wednesday. Upon calling on Wednesday, I faced confusion regarding my order and had to reiterate my information multiple times to a person named Kate. After speaking to the manager, it was discovered that the pharmacy had the wrong phone number on file. Despite the delay, only two out of three prescriptions were available when I returned, with my insulin missing. I was informed it needed to be ordered and retrieved the following day. This experience left me frustrated and disappointed with CVS, potentially impacting my decision to continue using their services for my prescriptions. The pharmacy's inefficiency and lack of organization have made me reconsider my choice.