CVS Customer Service Issues

I have been patiently waiting for over 45 minutes now for someone to answer the phone at CVS on 12th Street S.E. in Washington D.C. Being in quarantine, I can't go pick up my medication in person as recommended on the CVS website. It's frustrating that after more than 52 minutes of waiting, there's still no response. Our senior citizens building is in quarantine, and we urgently need to contact the pharmacy. The situation at CVS is truly disappointing.

I dropped off a package at CVS located at 20 South Valley Road in West Orange on Sunday, December 26, [redacted]. The package contained my COVID test and was meant to be overnighted. I provided it to the woman at the counter, who took my phone number and assured me it would be sent out. Today is Tuesday, December 28, [redacted]. I contacted them this morning as there is no tracking information available on UPS's website for my package (I do have the tracking number). Upon calling, I was informed that the manager was unavailable due to a conference call, and I was asked to call back in an hour. After multiple attempts throughout the day, I finally spoke to the manager, Jack, who was unaware of the situation and suggested that I should consider the package lost. The lack of urgency and accountability in handling my important and time-sensitive package was extremely disappointing. It is frustrating to receive such subpar service and it shows a significant disregard for customer care. I am utterly disappointed with this experience.

I visited CVS Pharmacy at [redacted] Asbury in Evanston, IL on December 9, [redacted], for my scheduled Moderna Covid booster vaccine. Despite booking online, I had to wait nearly 30 minutes. The technician who administered the vaccine appeared rushed and unsure about the vaccine I was supposed to receive. The injection felt more painful than usual, and the technician mentioned I might experience bruising due to struggling to inject it into my muscle. After getting the vaccine, the pain was severe, leading me to pull over while driving and causing sleepless nights. I still have a bruise in the area. When I reached out to Christine M., the lead pharmacist, she suggested icing the area, but I was already doing that. She mentioned they were rushed that day and didn't have time to change needle tips, leading to more discomfort. My physician found this unacceptable and advised me to report the incident to CVS and the Evanston Department of Health.

I scheduled a COVID booster appointment for my 16-year-old on December 26 in Bellmore, NY. The pharmacist, Alexandra Trampoche, called us twice that day to inform us we could come in early, leaving messages addressed to "the parents of..." which demonstrated she was aware we were bringing in a minor. Upon arrival, she claimed she was "not authorized to administer boosters to those under 18," which was clearly inaccurate. She seemed smug and uncooperative, advising me to contact 1-[redacted]-SHOP-CVS. Despite their lack of assistance, the store manager was helpful and provided the regional manager's contact information. After speaking with her, she promptly arranged an appointment at another CVS where my child received the booster. However, I am still waiting for a further explanation. The pharmacist sent a generic email in response to my negative feedback, but has not addressed my concerns. This situation has jeopardized my family's health, and I am seeking a resolution and accountability for her actions. I am determined to escalate this matter within the CVS hierarchy until I receive the answers I need. It is crucial to have someone capable of providing genuine explanations address this issue, as the pharmacist's conduct is completely unacceptable. Thank you, Robyn Pan.

Your store is selling a 0.7 oz tube of Mederma Advanced Scar gel for $27.79, while Amazon is offering a 1.76 oz tube for $21.36. This seems like a significant pricing difference for the same product. I recently purchased two tubes from CVS, but luckily checked Amazon before buying a third. I understand businesses need to make a profit, but this pricing seems excessive. I may start purchasing items directly from Amazon instead of CVS due to this pricing discrepancy. I am requesting a refund for both tubes or a price match. My care card number is [redacted]-[redacted]-79.

I have been a CVS customer for years. On December 17, [redacted], I contacted the CVS store in Jefferson, Georgia, to inquire about the availability of Oxycodone 10 mg. A staff member named Vanette informed me that they had the medication in stock. However, as my main store is in Winder, she explained they couldn't fill my prescription since they reserve the medication for those who get it there regularly. Despite mentioning I had filled prescriptions there in the past, she clarified it was not for that specific medication. When I asked to speak to the manager, I was told the manager wasn't present. Later, when I visited the store and requested to speak with the manager, Ms. Kelsey supported the decision to deny me service, mentioning the medication was on hold for other customers. I pointed out the inconsistency with the Winder store's policy of not holding medication for me. Even after I mentioned potential discrimination, Ms. Kelsey did not share my perspective. I eventually involved the police to document a civil rights issue and sought out another location to fill my prescription.

I am having trouble ordering OTC items from my Ascension Complete Medicare Advantage plan using the URL "cvs.com/otchs/ascensioncomplete." I cannot proceed past the webpage that asks if I want to create a new account or return as a previous visitor. The page keeps loading with a rotating circle but never completes, even after waiting for some time. I am using an old laptop with Windows Vista and the Opera browser. If the website does not support this operating system and browser, please let me know which versions of Windows and browsers are compatible. Thank you.

I need to report an incident at CVS located at [redacted] Duval St, Key West, FL [redacted]. I experienced harassment and disrespect from a manager while shopping. I felt very uncomfortable with his confrontational attitude and he even prohibited me from returning to the store without any justification. This behavior was unprofessional and left me feeling unsafe and uneasy. I believe this manager should not be allowed to continue working there.

Hello, my name is Karen Medina. I visit the CVS in Mechanicville, NY. I asked my husband to pick up one free prescription for me, tomoxofin, because I'm still working while he's retired. I specifically instructed him not to pick up any additional prescriptions until January when I can get reimbursed through my office. However, when he went to pick it up, the pharmacy informed him of other prescriptions ready for pickup and he decided to collect them, resulting in an overcharge of $20 for one of the medications, Trajenta. I tried to resolve the issue at CVS but was unsuccessful in getting a refund or having the prescription dated for January. I raised concerns about the excessive filling of my Metformin prescription and the overcharge on Trajenta. Despite having a new coupon for Trajenta, the pharmacy refused to correct the overcharge. This experience has left me dissatisfied with CVS Pharmacy. I intend to contact Trajenta's coupon area and possibly switch my prescriptions to Walgreens if these issues are not resolved. It was also suggested that I contact the Attorney General's Office about the lack of notification regarding the price increase before filling the 13th prescription. I have the new coupon and will follow up on Monday. If anyone needs a copy of the Trajenta coupon, I can provide it. Thank you, Karen Medina

I frequently visit the CVS on Hillside in Amarillo, TX for my medications and have noticed numerous issues with their efficiency and customer service. Firstly, the drive-up window lines are excessively long with no streamlined process. The staff often ask for repetitive information and struggle to locate orders. Introducing a second drive-up window dedicated to order pick-ups could alleviate the 20-30 minute wait times. Secondly, the text notification system is unreliable, sending conflicting messages about filled prescriptions and automatic refills. I even received requests for multiple insurance card photos. Surprisingly, when I asked to speak with a manager, I was informed there wasn't one on-site. The lack of managerial presence likely contributes to the poor service quality. Lastly, my attempt to contact customer service left me on hold for over an hour without speaking to anyone. I plan to escalate these concerns to my state senator, representative, and TRS if improvements are not made promptly.

I have experienced issues with placing online orders at CVS recently. Despite ordering products shown as available, my orders were canceled due to being out of stock. It is frustrating that the system allows orders to proceed and uses coupons and Extra Care Bucks before revealing availability issues. Moreover, I have had to chase up the return of coupons, yet the Extra Bucks used remain unreimbursed. I was informed that contacting ExtraCare directly is necessary for their return, which adds an unnecessary burden on me as a customer. I urge for a resolution to these ongoing problems.

Yesterday, I tried the self-checkout at CVS but had to switch to an assisted checkout. A cashier named "Sharron" was unhelpful and had a harsh tone. Even after I expressed my frustration politely, she continued to be abrasive. I left feeling upset after being overcharged and facing issues with my coupons. Two other customers also noticed and commented on her rude behavior. This was unlike my usual positive experiences at the Mission Viejo CVS. It was a disappointing incident that stood out enough for me to report.

Three days ago, I purchased a pack of insulin needles for my cat's diabetes from CVS. The needles were very small, 15/64" in length, which I later found out were not the right size for my cat. My vet mentioned avoiding ultra-fine needles but did not specify the length required. When I went back to CVS the next day seeking assistance to exchange the needles for the correct size, the Pharmacy Manager, Sam Soliman, was dismissive and unhelpful. Despite my concerns about potentially giving my cat the wrong dosage, Sam was unresponsive and lacked compassion. I believe that in his role as a pharmacy team leader, Sam should have handled the situation more professionally and with empathy. Pets are important members of the family to many people, so I hope Sam can understand the gravity of the situation. Thank you.

I just came from CVS Pharmacy on Burbank Blvd / Van Nuys Blvd. I had printed 2x2 passport photos from my USB drive and requested them to be cut into individuals since they were on a 4x6 print. The person in charge informed me that they couldn't cut them due to company policy for pictures not taken within CVS. After speaking with the supervisor and manager, I was told I had to have pictures taken by them if I needed 2x2 passport photos cut. I would appreciate clarification on whether bringing my own pictures for printing at CVS prohibits me from having them cut into 2x2 or using the cutter myself. It would be helpful for both the Manager and Supervisor to be clear on the CVS equipment usage policy for consumers.

I had an unsatisfactory experience with the manager at CVS on Madonna Rd. in San Luis Obispo. I bought 4 Binax antigen tests at the Pismo Beach store and later received a 30% off coupon. I tried to return 3 tests at the Madonna Rd. store to repurchase them with the discount, but the manager, Charles, refused, stating they must be returned to the original store. Despite the tests being unopened, I was not allowed to repurchase them. The cashier mistakenly refunded the tests before the manager intervened, leaving me without my tests. I believe the manager could have found a solution to satisfy the customer, especially since the coupon was meant to help customers save money. I'd appreciate it if CVS could send me 3 replacements for the tests. Thank you. - Lori Scott Huber

I attempted to contact the store on Allerton Rd in Bronx, NY, four times. Each time, I was left waiting on hold for 30 minutes with no response. Even after leaving a voicemail with my prescription and callback number early in the morning, there was still no reply. The service provided was terrible and I found it to be quite concerning. Even with customers on-site, there was no communication or response to either the doctor or relatives. In my 40 years of experience, I have never encountered such neglect. This level of service is unacceptable, and I believe that place should be shut down. Sincerely, Dr. Angel Morrobel FACC, FCCP DEA BM[redacted]

I visited your store at Carr. [redacted] in Carolina, Puerto Rico, after seeing a special offer in the weekly shopper. Unfortunately, the advertised article was not available. I requested a substitute product at the same price, but the attendant mentioned a rain check instead. I explained that Puerto Rico law allows customers to receive a similar item at the special price if the promoted one is unavailable, or to opt for a rain check. As I wouldn't be able to return to that distant store, I asked for an alternative product at the discounted rate. It seems this store frequently lacks the items featured in promotions, leading to violations of local laws. Many customers, including myself, have faced similar issues at this CVS Pharmacy location, and such practices may drive customers away.

I arrived to pick up my CVS prescriptions sent electronically 5 days ago. The manager denied receiving it, despite my doctor confirming it was sent. After obtaining a physical prescription, the pharmacy still refused to refill it, citing it's a controlled medication for a surgical procedure. I'm frustrated; if I were the same ethnicity as the manager, I believe things would be different. I feel like I'm being treated unfairly and like a second-class citizen for needing surgery. Upon discussing with my doctor, they will verify it's legitimate. This experience is shocking and unacceptable. I've been a CVS customer for years without issue and have a history of prescriptions from this doctor. I plan to switch pharmacies due to this humiliating and insulting situation.

There have been ongoing shortages of Sodium Chloride for months, with the issue first reported in [redacted]. CVS relies on a single source for this essential medication derived from salt water. As a parent of a medically fragile daughter and a husband with lung conditions requiring sodium chloride for breathing treatments, the lack of availability is concerning. Despite these medically prescribed orders, CVS does not proactively inform customers about backorders or provide any timeline for when the medications will be available. This negligence in addressing crucial medical needs during the COVID-19 pandemic is distressing, as it can have severe consequences for patients with chronic conditions. Having been loyal CVS customers for a decade and regularly picking up 20 to 40 prescriptions a month for family members, the lack of communication and planning in ensuring medication supply is disheartening. CVS should prioritize the timely distribution of essential medications to fulfill their duty to patients in need.

CVS [redacted] West 49th St Miami, Fla. [redacted] [redacted] (HIALEAH) The customer service could have been better here!!!! If I say I won't come back (due to a bad response, which apparently didn't cover my insurance, and if it did, we have the records and the medication is covered by insurance," and didn't respond in a good way, it seems like the girl had a bad day and was not prepared to be at the register) the most polite thing was to keep quiet because the customer is always right, as long as they are not disrespectful as was the case, but what the girl replied was- That's great! What would you do if they tell you that?, I asked what she said to me, she looked everywhere but my face, I tried to talk to the manager, and she didn't answer the phone, what do you think about that. WOW January