CVS Customer Service Issues

Last month, I reached out for assistance regarding issues at my local CVS. Despite signing up for prescription delivery, the pharmacy was not mailing them, and phone calls went unanswered even after being left on speaker for over an hour. The suggested advice was to contact the store, which was unhelpful given the communication difficulties. This month, similar problems persisted, leading me to transfer my prescriptions to Hannaford's supermarket instead. I am frustrated with CVS's discourteous and incompetent service and have decided to no longer deal with them. Please do not reach out to me as I have chosen to discontinue any association with CVS.

To CVS, I am pleased to share my positive experience with Ben, one of the pharmacists at the CVS located at [redacted] W. Mills St., Columbus, NC [redacted]. A few months ago, I visited CVS seeking a flu shot as recommended by Sanofi due to your supply of the single-dose vaccine without mercury or preservatives. During my visit, Ben efficiently retrieved my shot record from the computer and kindly reminded me about my overdue Shingrix booster. His care and attention made me feel as though I was under the watchful eye of my family doctor, prompting me to receive the Shingrix shot on the spot. Recently, I returned for a covid booster, and Ben went above and beyond to explain the available options and guided me on where to obtain the appropriate booster to match my original vaccine from January/February. His friendly and knowledgeable demeanor has made me confident and grateful to have him as my pharmacist. Warm regards, Dan D.

At the Mt. Joy, PA [redacted] store, there are issues with customer service due to a lack of staff and malfunctioning self-service machines. These machines have not improved the customer experience and often do not work properly, leading to frustration for many shoppers. The absence of human cashiers exacerbates the problem, making it difficult for customers to pay for their purchases efficiently. Many patrons, including myself, are disappointed with the current situation and are considering taking their business elsewhere. If CVS chooses to continue utilizing self-service machines, they need to ensure they are functional and easy to use. Other stores like Giant have successfully implemented self-service options, showing that it can be done effectively. It is crucial that these issues are addressed promptly to prevent further dissatisfaction among customers at the Mt. Joy location.

I left this review on the store's website after visiting the CVS location on Saturday evening. My daughter was scheduled for her Covid booster vaccine, but the pharmacist, Sunil Patel, who is also the pharmacy manager, was extremely rude. He claimed my daughter wasn't eligible for the booster and that our insurance wouldn't cover it, which I knew was incorrect. Frustrated by his unhelpfulness, we decided to go to the nearest Walgreens, where she received her booster promptly. Speaking with the pharmacist there, I discovered that others have had similar experiences with Patel. It's clear he has a history of poor customer service. After this incident, I have no plans to return to this CVS location.

I want to share my experience with the third dose of the Moderna vaccine I received on September 8th, [redacted], at the CVS location #[redacted] in Hyannis, North Street. After the vaccination, I had expected side effects like swelling, redness, tenderness in my left arm, and fatigue. However, a few days later, I started experiencing weakness throughout my body and had issues with my gait, feeling like I was dragging my left foot. I also had nerve pain in various parts of my body such as both shoulders, left shoulder specifically, leg, buttock, neck, and back stiffness. The pain was so severe that I needed help getting dressed at one point. I usually practice yoga, take daily walks, and do weight exercises, but I have been unable to do so since the vaccination. I reported these symptoms to the Moderna Vaccine Adverse Reporting site, consulted my primary care physician, and had blood work done to find the cause of the pain. I am currently on a regimen of Motrin and Claritin, which is giving some relief. I hope to resume my usual activities soon. - Alvina Baxter-Moran

GetHuman[redacted] expressed frustration about a negative experience at CVS.com and urged for improvements. The customer emphasized the need for a new management approach at the store, enhanced training for employees dealing with insurance issues, and improved computer systems to aid staff understanding. Additionally, they highlighted the importance of treating customers with respect and empathy. The customer stressed that a pharmacy visit is usually due to illness and not a casual purchase. They requested changes to be made at the specific location at [redacted] SW 56 St, Miami, FL [redacted], and provided the store's phone number. The customer signed off as Eulala Martin-Viana.

Hello, I am Edward O. and my contact number is [redacted]. During my recent shopping trip at CVS, the 30% off coupon for the entire purchase did not apply as expected. Although I have completed the survey following the visit, I have yet to receive a response. Today, when I reached out to customer service, my call was abruptly disconnected after being placed on hold for 22 minutes. I understand that the coupon excludes sale items, but I spent approximately $[redacted] on qualifying products expecting the discount. While other coupons were successfully applied, the specific mailed coupon did not work. I mentioned my concern to the cashier who confirmed it went through. The coupon was valid from Nov 1, and I have the other part for later in November. Please contact me via email regarding this issue. As a loyal CVS customer, I hope for a resolution to ensure my continued patronage. I believe reviewing the camera footage can clarify the situation. The store in question is located on Santa Monica near 26th street, and the transaction occurred on November 3 at 5:16 PM. Thank you, Edward O.

I needed a COVID test for travel and had an appointment at CVS on Old Lincoln Highway in Fairless Hills, PA on Nov 1, [redacted] at 2:40 am. The drive-thru testing site experience took a turn when I accidentally spilled the test solution. The employee on site reassured me to proceed, but upon receiving invalid results later, my concerns grew. Despite reaching out to CVS, I was met with unhelpful responses. When requesting a retest due to travel urgency, I faced unavailability and unhelpful staff. Eventually, I had to seek testing in New Jersey due to the lack of support and understanding from CVS employees. A disappointing experience that highlighted the need for improved training and empathy towards customers.

I had a concerning experience at CVS in Cartersville, GA with the Manager, Cassie. Her customer service skills were lacking, and her tone was rude and condescending. When I asked for a paper receipt at the self-checkout, she insisted I use her register, creating unnecessary tension. Cassie mistakenly processed my items for return and issued a gift card when all I wanted was a receipt. She also rudely returned chocolates my grandson had picked out for his mom, causing further distress. Despite explaining my Traumatic Brain Injury and temporary disability, she showed no empathy. I hope Cassie can benefit from online customer service courses for improved interactions with customers as I plan to take my business elsewhere.

I have a prescription for Tramadol which does not require prior authorization for insurance coverage. I have various medical conditions that require me to take Tramadol, and I do not combine it with other medications. I have never had any issues before. Recently, Pharmacist Brian M at CVS inside Target Munster In [redacted] embarrassed me in front of other customers. Despite my nurse practitioner ordering a refill, he declined it without considering my medical history. This is a violation of my privacy as he openly discussed personal health matters in public. I am seeking assistance in addressing this concerning behavior as I find his conduct verbally abusive and humiliating every time I visit the pharmacy. Thank you, Michelle D. [redacted] Walnut Dr Munster, IN [redacted]

This is the third time we have encountered serious issues with two different pharmacies. The first was at CVS on E. Chestnut Hill Rd in Newark, DE. Our doctor sent a prescription there, but it wasn't put on hold as required by DE rules. The pharmacist was too busy to assist us and the pharmacy was so behind they wouldn't fill any prescriptions. Today, we visited a different CVS on Bridge St in Elkton, MD. The pharmacist claimed our RX card was incorrect, even though we had been getting the same medication for months at a cost of $13.90. After contacting Aetna, they confirmed the cost should be $13.90. Despite this, the pharmacy first said it would be over $[redacted].00. While they eventually corrected the price, we had to wait 2.5 hours for the medication due to a replacement pharmacist and restricted access to the narcotic safe. No apology was offered for the inconvenience. As a retired RN, I appreciate the regulations but believe this was poor practice on the part of the pharmacists. We have decided to switch pharmacies from CVS.

I wrote to Customer Service through the website on 10/16/[redacted] regarding an issue with a coupon at the time of my purchase on 10/14/21. I gave a coupon for 30% off my entire purchase to the cashier, Sonny, but despite scanning it, the system did not apply the discount amounting to $9.06. I would appreciate receiving the credit for this discount. I am willing to provide images of the receipt and coupon for verification. Here are some details related to the purchase: Extracare # [redacted][redacted]; Store #[redacted]; Register #01; Transaction #[redacted]. Thank you for your assistance.

Dear CVS Manager, I visited the CVS store in Lexington on August 28 and made a purchase of $84.99. Unfortunately, I realized I had left a coupon in my car. Upon returning with the coupon, I explained the situation to the clerk. It appeared that the clerk processed a refund for most items, re-charging me using the coupon for the discount. However, I have yet to see the refund reflected on my Bank of America statement. After speaking with the store manager at the Lexington location, I was advised to contact the corporate office. I have attached the necessary documentation. I would appreciate either a refund or store credit for the discrepancy. Thank you, Cheng Z. Email: [redacted] Cell phone: [redacted]

I have been a loyal customer of CVS for a long time. I recently experienced several issues at the CVS pharmacy located at [redacted] Pottstown Pike West Chester PA. The pharmacy was unexpectedly closed during regular hours, causing delays in refilling prescriptions. Upon placing an order by phone, I was informed it would be ready by noon the next day, but received no notification. When I visited the store, I found a sign redirecting customers to the drive-thru, where I was informed that the prescriptions were not ready without an estimated time frame. After contacting the [redacted] number, I was promised a call back from the District Leader within 48 hours, which never happened. Upon discussing the matter with the Store Manager, I was met with unprofessional behavior as the manager was seated and preoccupied with his cell phone. Despite expressing my concerns about the pharmacy, I received no satisfactory answers, and the lack of response from higher management levels like the District and Regional Leaders was disappointing. Given these ongoing issues, my family has decided to take our business to another pharmacy chain. Some of my wife's colleagues also mentioned similar problems at this CVS location and have switched their prescriptions to Rite Aid.

I have been charged a fee monthly for a card that was offered to me as free in one of your establishments in Washington on 09 June [redacted]. Upon realizing there was a cost, I requested its cancellation at the establishment. I was told and assured that the card was canceled, but I have been charged for two months on my American Express card. I have canceled these charges and blocked future payments. I request that you cancel any loyalty card or account with your entity as I neither want nor have requested it. I have attached the charges for reference.

I want to raise a concern about the pharmacy department at [redacted] State St., Schenectady, NY [redacted]. There were instances where personal information was discussed loudly within earshot of waiting customers. Additionally, I was distressed by the manner in which I was spoken to when inquiring about a restroom for urgent use. Initially, I was informed there was no public restroom available, then told it was restricted for employees only, and finally informed it was out of order, suggesting I go elsewhere such as a nearby store like Target. This response was unacceptable and unhygienic. I am unhappy with the information provided, the tone used, and the overall handling of the situation. I am considering reaching out to the Department of Health as I believe this lack of restroom access for customers is not appropriate.

I have attempted to contact CVS pharmacy at Pelican Landing in Bonita Springs, Florida for my prescription for a scratched cornea since November 8th. Despite being promised a follow-up, I have not received any communication. A scratched cornea could lead to serious vision problems, including blindness. The long wait times of over 30 minutes on the phone have been unproductive. I then tried calling the CVS in Target on Mediterranean Dr. in Estero, Florida to transfer the prescription but have faced difficulties. After three attempts, I keep getting cut off by a live person. My eye is in pain, and I urgently require this medication. Your help in resolving this issue promptly would be greatly appreciated.

I had booked a Moderna booster appointment for last Friday at 6 a.m. at the Greenbrae Bon Air store. Despite receiving a text reminder, the pharmacy was closed when I arrived on time. The cashier provided a contact number for "corporate," which turned out to be incorrect. I only received a cancellation notice 4 hours later. After rebooking for 5:45 that evening, I arrived early, checked in online, but was directed to a long drop-off line at the vaccine desk. At 5:45, I reached the front and was informed of a 15-minute wait, attributed to my "late" check-in. Despite being on time, I was lectured due to short-staffing. The employee who finally administered the shot was the only one to apologize after I expressed my upset. I have previously emailed the store with no response. I understand challenges exist, but pre-emptive cancellation notifications and employee training on apologizing could greatly improve the experience.

I visited the minute clinic on 11/14, and my prescription was supposed to be ready before 4:15 pm. I was informed it would arrive on 11/15. Despite multiple calls being reassured it was being processed, upon going in after 7 pm, I discovered it was just sitting in a tote. The staff handed it to me without much acknowledgment. My ear infection has worsened, and my ear is swelling shut. Waiting a day is reasonable, but over 24 hours is unacceptable. I have been a loyal customer for over 40 years, and this experience is disappointing. The lack of responsiveness on the phone and the unexplained delays indicate a problem. This treatment is not up to the standard I expect.

I have been on hold for 27 minutes without a response from the pharmacy. When I called the store for assistance, I was informed that the manager was unavailable. Despite confirming with the doctor that 2 prescriptions were sent two days ago, they have been delayed. The insurance has also verified that the medications should be refilled. Both the website and the app are malfunctioning. The staff member I spoke to on the phone was unable to provide any help, telling me they were not working in that area. They asked me what I wanted them to do. I requested that they check on the pharmacy and have someone answer the phone. The staff member offered to take my contact details. This level of service is unacceptable. It should not be so challenging to refill prescriptions or to ask a question at the pharmacy. This is not the first time I have faced this issue. I urge CVS to enhance training for their staff and ensure the pharmacy is easily accessible by phone. I am extremely frustrated with CVS and seek a prompt resolution to this matter. Kindly reach out to me with a solution to contact the pharmacy when all other communication channels have failed. Your prompt attention is requested as the delayed medication is a critical matter.