CVS Customer Service Issues

The CVS Pharmacy located at [redacted] Georgia Avenue in Silver Spring, MD, has been consistently unresponsive when answering calls, leading to extended wait times of 15+ minutes prior to being placed on hold for an additional 10+ minutes. This issue is unacceptable, as even medical professionals such as my physician have experienced prolonged holds of nearly 20 minutes. Moreover, there have been ongoing problems with the dispensing of prescriptions. For example, a prescription initially submitted in June [redacted] for 6 refills of 30-day supplies was inaccurately filled, showing "0" refills left on the most recent pick-up, despite the previous bottle indicating availability of "1" refill until December [redacted]. This discrepancy suggests a mishandling of the 6-month prescription by the pharmacist, limiting it to only 3 months. Despite multiple attempts to contact the pharmacy, calls have gone unanswered for up to 15 minutes. At this point, I am working to transfer my prescriptions to another pharmacy due to these persistent issues.

Store #[redacted] has a new manager named James Brandt. My recent experience with him was disappointing. Despite being a longtime customer, I found his behavior to be rude and arrogant. He seemed unwilling to assist with register duties, which impacted the line and overall store productivity. His refusal to open an additional register, along with questioning my choices, was unacceptable. James's attitude and lack of customer service are concerning for a manager. I expressed my dissatisfaction with his approach, and his behavior only escalated the situation. It's unfortunate to be treated this way after being a patron for over 35 years. Such conduct reflects poorly on the store and its management. I believe this issue should be addressed promptly as it may lead to further problems. I will be sharing my experience with others and hope that management takes appropriate action.

I contacted my local CVS regarding mailing my prescriptions, but they informed me that this service was no longer available. To address this issue, I signed up for Carepass yesterday for $52.14. Upon learning that they could not send my prescriptions in the mail, I immediately contacted Carepass customer service to request a refund. Initially, I was asked to wait 24 hours before canceling. After multiple attempts speaking with representatives and supervisors resulted in being disconnected, I managed to have a conversation with a Carepass representative, a CVS representative, and a mediator from the States. Despite being initially promised a refund, I was later informed that I couldn't receive one and had to contact my credit card company. Following their advice, I requested my refund through the credit card company and demanded a callback from a supervisor named Erica, which was not received. Subsequently, I called Carepass the next day and spoke to Mary, who stated she canceled my subscription but denied issuing a refund. I reiterated my financial constraints and requested a refund of $52.14 promptly as the primary reason for signing up for Carepass was prescription delivery, which was no longer available at CVS.

I have a question. As a traveler without medical insurance, will the Covid test be free or is there a charge? Here are the details for my Covid testing appointment: Confirmation Code: YHKYY46 Date: Friday, October 08, [redacted] at 06:05 PM Location: PLANO - [redacted] W SPRING CREEK PKWY POCT Covid-19 Testing Site, [redacted] W SPRING CREEK PKWY, Plano, TX [redacted] Test Type: Rapid-result test (antigen) Please ensure that your selected test type is accepted at your travel destination. Upon arrival, please go to the designated parking spot and wait for the provider to call you for the test. Avoid using the drive-thru.

Recently, I had a frustrating experience at the pharmacy. I handed in my prescriptions for a 3-month supply, only to discover that they were filled out in the wrong order when I went to pick up my behavioral medication. The pharmacy staff shifted the blame to my prescriber, leaving me without any medication. Despite the mistake being known and unaddressed for 3 months, I was not informed. After reaching out to the store manager, who was understanding, I was transferred to the pharmacy manager. Although he eventually acknowledged the error, he became defensive and abruptly ended the call after accusing me of insulting him. Adding to the ordeal, they texted me to collect my prescription, but when I arrived shortly after 5:30, the pharmacy was already closed.

I am urgently seeking assistance regarding a discrepancy with my COVID-19 booster shot at CVS inside Target at [redacted] New York Avenue NE, Washington, DC. After receiving the 3rd dose, I noticed the recorded lot number (30135ba) differs from the one on my card (307358A), leaving me extremely concerned. The pharmacist, Chibuzor Okoro, provided conflicting information and rudely hung up on me when I tried discussing the issue this morning. Concerned for my health, I insist on clarification and proper verification of the administered vaccine. This oversight is not acceptable given the seriousness of medical procedures. I request a resolution promptly to ensure accuracy and to address my worries. Angela C. from Washington, DC.

The CVS pharmacy in Orleans has had numerous issues with prescription deliveries. My daughter's prescription for a sinus infection was not filled promptly despite being called in ahead of time. When I went to pick it up the next day, it was still not ready. The pharmacist assured me it would be ready in twenty minutes, but after an hour of waiting, my name was still not called. The staff appeared intimidating, especially for elderly customers. I feel this CVS location needs to be assessed as they seem very disorganized and do not address problems effectively. They also seem indifferent to customer feedback, as they have been repeatedly informed about issues with their website without taking action. Overall, my experience with this pharmacy has been very poor.

I encountered an unsettling situation at CVS recently. A pharmacist there declined to fill a prescription from our dentist since it was written on paper. Despite reaching out to the dentist's office, they still refused. When I visited CVS to request the paper, the staff struggled to locate it, and the pharmacist handled it as if it were contaminated. I eventually had the prescription filled at Weiss Pharmacy in under 30 minutes. This incident is part of a series of problems we've had at this CVS location, prompting us to cease all future dealings with them. It's clear from my conversations with others that we are not the only dissatisfied customers. The CVS in Thurmont, Md should seriously consider shutting down this branch and reevaluating its staff, particularly the pharmacist who accused my wife of dishonesty regarding our previous prescription.

I have been a customer at Walgreens for over 30 years. Their constant mistakes with our prescriptions and shifting blame to the doctor's office led us to switch to CVS. However, now we are facing difficulties reaching CVS over the phone despite multiple attempts. When we visited the store for assistance, they cited not being able to afford an employee to answer calls. As a former business owner of 30 years, I find this lack of customer service concerning. It is frustrating that a pharmacy, of all places, cannot allocate resources for answering calls promptly. Dealing with these issues while feeling unwell is incredibly frustrating. Furthermore, CVS claiming the doctor's office did not respond when they actually did is disappointing. I am very dissatisfied with this situation.

Dear CVS Customer Support, I am a loyal CVS customer of 20 years and recently had a disappointing experience at the Sudbury, MA location. My doctor sent in my monthly prescription, which I was told would be ready yesterday afternoon. When I called to check on it, I was informed that the medication was out of stock despite being assured it would be filled. The pharmacist claimed no one had promised to fill it, which was not true as they had explicitly mentioned it would be ready. Throughout the day, I received no updates as promised. This lack of professionalism has left me dissatisfied. As a devoted CVS customer, I hope this feedback can lead to improvements in service quality. I may need to explore other options moving forward. Thank you, -Dmitry

I phoned this morning after 9 a.m. to inquire about ordering a prescription refill. After calling around five times and waiting 7 to 8 minutes each attempt, I gave up. I had to take time off work to visit CVS in person. Upon entering, the store seemed empty with no visible customers or lines until I reached the pharmacy at the back. Two employees were there, one an Asian woman wearing a mask and the other an African American male without one. Despite being on hold, I heard "4 pharmacy calls" intermittently. The staff, preoccupied on their computers, seemed indifferent. Another customer in front of me faced a similar issue with an order. When it was my turn, I was informed that I had no refills left. It was disappointing to invest so much effort just to find out my prescription status, something that could have been easily conveyed over the phone. Dealing with medication inquiries as a customer shouldn't be more challenging than expected when seeking help from dedicated personnel.

I've been frequenting the same pharmacy for years, and I understand the challenges posed by Covid. However, my medications are consistently not ready on time. When I inquire, the pharmacist informs me that he cannot predict when he will attend to them, mentioning being short-staffed and unable to hire more help. This frustrating experience occurs at the CVS in Noblesville, Indiana on Promenade Blvd. The pharmacist suggested I switch pharmacies, but I fear similar issues elsewhere due to the overwhelming demand. I am weary of confronting this issue every month. While I empathize with the lack of assistance, it is crucial to address this staffing shortage promptly. Additionally, there is no dedicated line for complaints, which makes addressing concerns difficult. It is essential to streamline this process and ensure that prescriptions are ready on time to avoid unnecessary stress and delays in service.

I had a very unpleasant experience with the store manager. During my visit on Saturday, 10/9 around 1pm, I asked for help with my CVS coupon at the self-checkout. The manager ignored my request and seemed sullen and unhelpful. Despite the long line and issues with the self-checkout, she wouldn't assist me and was rude and insulting. It was clear she was unhappy being alone and took it out on customers. I feel she owes me an apology for her behavior. I also mentioned contacting customer care as her attitude was unacceptable. Her demeanor and treatment of me were unacceptable, and I believe she should be reprimanded for her unprofessional conduct. The whole incident made me reconsider shopping at that CVS location due to the lack of staff, poor service, and the manager's disrespectful behavior. My cheerful mood quickly turned sour due to her rude and unhelpful attitude.

The CVS pharmacy on North Columbia Street in Milledgeville, GA, needs improvement. The only standout employee is Amanda. They struggle to answer phones, and some staff are described as rude and lazy. There are issues retaining new employees, a problem that seems widespread. The store itself is dirty, particularly the bathrooms which require remodeling. The workload overwhelms the pharmacy employees, with one employee even moving on to Kroger's. This departure was a loss to the company. If given the choice, the writer would prefer to go to Walgreens.

I have faced long wait times at the pharmacy due to understaffing. It has been an ongoing issue for months. There is often only one person working, resulting in huge lines. I've had to leave without my prescription multiple times due to the long wait. Today, when I raised my concerns to the manager about the understaffing, her response was incredibly rude. She dismissed my complaint, showing a lack of professionalism. I believe a better approach would have been to acknowledge the issue and assure me they are working on it. The exchange left me shocked and dissatisfied. The pharmacy needs more staff, and the manager could benefit from customer service training to handle complaints better. The current situation is unacceptable.

I recently requested a 90-day supply of Vimpat 10 MG/ML solution for my son, M.V. (6 years old), who takes 5ml 2 times a day. Initially, CVS Pharmacy ([redacted] Haven Ave, Rancho Cucamonga) said they needed to order more as they were out of stock on October 1st. They said it would be ready for pick up by October 4th. Although not available in the morning of October 4th as promised, they assured me I could get it by the afternoon. The supply I got on October 4th is valid until 11/21 (Pharmacist: Natalie T Pham). This is worrisome as it should have lasted until December [redacted] for the 3-month period. Particularly troubling is that my son had a seizure on October 9th. This error feels like medical negligence, and we urgently need a replacement with a longer expiration date. We also expect accountability for this error.

As a member of the Medicare Prescription Plan, I need to address a serious flaw in the Mail order program. On September 25, [redacted], my husband had an emergency that required a 7-day hospital stay at Houston Methodist Hospital. Despite having my prescriptions for the next 3 days with me, I faced a challenge when requesting an emergency loan of 5 pills for Simvastatin, metoprolol, and Losartan/HCZ from CVS. Despite multiple attempts, the initial responses from CVS representatives were unhelpful due to the recent refills of the medications. After persistently explaining my situation, a supervisor eventually grasped the urgency of the matter. However, I encountered further difficulties as they could only mail the emergency pills instead of delivering them to the hospital. This ordeal, lasting 7 hours on the phone, highlighted the confusion and inefficiency between CVS Retail, the CVS listed on my card, and Caremark. The resolution involved a complex negotiation to forward the prescription to a specific CVS location, but by the time the arrangement was made, the pharmacy was closed, leaving me without medication for a day. This experience has left me hesitant to enroll in CVS mail order due to the policy restrictions on obtaining emergency pills, emphasizing the need for a reconsideration of such rules. The unnecessary complexity and delays in accessing essential medication during a crisis were distressing and unacceptable. -Leona B. - Member ID [redacted]

Store #[redacted] located at [redacted] West Palmetto in Florence, SC, has been experiencing cleanliness issues, particularly around the pharmacy pickup area. Despite reporting the problem to the general manager and a pharmacy technician, no improvements have been made. The store's carpet is not swept, shelves have visible dirt and dust, torn instructions and tape marks mar the counter, and credit card machines are dirty. The acrylic shields are dusty, and even after a sneezing incident, cleaning missed large areas. The staff seems overworked, resulting in long lines and a lack of customer service. The manager was seen outside smoking, leaving a negative impression. Consideration is being given to transferring business to a different pharmacy due to these concerns. The installation of self-checkout options has diminished the feeling of customer service, with attention from corporate being requested to address these issues promptly.

I have my prescriptions at CVS on Wilkens Avenue in Catonsville, MD. My doctor sent a prescription electronically at 10 am on 10/8/21. Normally, they take over 24 hours to fill a prescription, which seems too long. When I called on 10/9/[redacted], I was informed it was in process and should I start heading there. I said yes, but when I arrived around 12 noon on the 9th, the pharmacy was closed. I tried another CVS, but they couldn't transfer it. Despite the sign saying open, no one in the pharmacy answered the phone on 10/11/21. I was then told my medicine had to be ordered and wouldn't be ready until Wednesday at 5 pm, which would be 5 days after they got the order. Frustrated, I transferred my family's prescriptions elsewhere. After many calls and a visit to the Wilkens Ave store, they finally released the prescription. This whole experience was unacceptable and frustrating.

I recently visited the CVS store located at 2 Center Plaza in Boston, MA on September 1st. During my visit, I made a purchase using Apple Pay on my phone for $83.11. There was an issue with the transaction, and the assistant asked me to try again. While doing so, it was brought to my attention that I was being charged for a bag I did not request. The assistant adjusted the transaction, removing the 5-cent bag charge, bringing the total to $83.06. After reattempting the payment, the transaction went through. However, I noticed later that I was charged twice for the same transaction. Unfortunately, as I live in the UK and was on vacation in Boston at the time, I couldn't return to the store in person. I am seeking a refund for the $83.11 that was wrongly charged to me.