CVS Customer Service Issues

I encountered an issue at your store on July 17, [redacted], where the cashier refused to give me my purchased goods even after my credit card was approved. This happened at the store on [redacted] E Chapman Ave in Orange, California, around 11:30 AM. Despite the approval, the receipt didn't print out, and the cashier insisted I prove the transaction had gone through before releasing the items. I found this inconvenient and felt burdened by the malfunctioning POS system. Upon confirming the transaction later, I reached out to the store for resolution. Unfortunately, the assistant manager, who I had dealt with, was unhelpful, and the store has not responded to my request for a refund or credit. I am disappointed by the lack of customer service and request immediate action on refunding my money and improving employee training. Kindly address this promptly before I consider further escalation. Best regards, David Vela

On Thursday, I visited the store to reschedule my Covid appointment as I couldn't make it on Friday. Despite facing difficulties with the app showing no available times, I was informed in-store that I could only make changes through the app. Eventually, I managed to schedule a new appointment for Sunday at 5pm using the app. However, on Sunday at 11am, I received an email claiming I had missed my Friday appointment and instructing me to come in at 10am or 4pm. Upon my arrival at noon, the staff seemed unable to assist me promptly. Despite my scheduled 5pm appointment not showing in their system initially, it was eventually located but not entered properly. The experience was frustrating, with the initial staff member showing a lack of willingness to accommodate my needs, leading to a delay of 5 hours. This service left much to be desired.

I visited my eye doctor, and they recommended artificial tear drops for me. After the office called in the prescription, I realized my insurance plan doesn't cover over-the-counter medications. I bought the eye drops myself without realizing that the CVS pharmacy on [redacted] Western Ave in Albany, NY, mistakenly handed me a product off the shelf labeled as a prescription. Once home, I discovered the error and returned the unopened item the next day. The pharmacist initially hesitated but eventually processed the return. Although I received my refund, I was dissatisfied with the pharmacist's reluctance, considering the item was not a prescription but an over-the-counter product they could resell. Despite the resolution, the situation left me feeling uneasy and embarrassed at the store. This experience was unexpected, especially as a frequent CVS customer.

Dear Customer Service, A few months ago, I purchased a massage device from one of your network pharmacies using an OTC Network card. When I attempted to return the device within the return policy timeframe, I was informed that refunds could not be processed back to the card. Despite requesting a store credit, I was also denied, and the staff was rude during the interaction. I have reached out multiple times via letters and emails but have not received a response. This lack of communication and customer service is disappointing. Please address this issue promptly and provide me with an explanation. If this is indeed CVS’s return policy, I would appreciate clarity on the matter to inform my future purchasing decisions. Sincerely, Vadim P. 53 Sayre Dr., Princeton, NJ, [redacted] Email: [redacted]

I had a prescription that wasn't ordered for my pickup day. The pharmacist suggested 30 pills now and a refill later, but HA NGUYEN was unprofessional. She couldn't provide my medication and wasn't helpful. I need Teva amphetamine salts and she mentioned another location with stock. I asked about calling that location and inquired about ordering procedures based on patient due dates. This has been a recurring issue since HA NGUYEN started. I rely on the Teva brand due to reactions to others. HA NGUYEN's attitude was poor, and she even hung up on me. Her customer service and understanding are lacking, causing delays in my medication. I might need to switch pharmacies as this situation is affecting my health. The previous pharmacist always had my medication ready, showing better service. An organized system based on patient needs would prevent such issues.

Hello, I pass by the Granite City CVS frequently, so I thought I would try their services. I called ahead for pricing and to order a prescription; my doctor also sent a prescription request. I informed the pharmacy I'd pick up the prescription Tuesday. However, when I called that morning to confirm, they claimed it wasn't ready and hadn't received the doctor's call. After verifying with my doctor, it was clear the prescription request was made. Despite explaining the situation via email, CVS continues to contact me about the prescription I never received. I wanted to share my experience and express that I am not interested in their emails or offers anymore. I won't be returning to CVS. J.

On Thursday, 7/29/[redacted], I encountered hostile and rude behavior from an employee named "George" at the CVS Pharmacy on [redacted] Bob Hope Drive in Rancho Mirage, CA [redacted]. This employee not only ran me over in the store aisle but has a history of mistreating customers, particularly older women. Many regulars, myself included, have experienced his abusive conduct and noted his refusal to wear proper identification. The store itself is poorly managed, with issues like dirtiness, inadequate stocking, and lengthy check-out lines. The store manager, "Mike Velli," is unhelpful and elusive. It is clear that changes need to be made, starting with removing George and appointing a new manager. Numerous neighbors have faced similar problems, indicating larger issues within the store.

My 9-year-old niece, who is battling cancer, had her pain medication filled at the CVS pharmacy located in Huntingburg, Indiana, store number [redacted]. Sadly, the medicine bottle was defective, causing half of the medication to leak out. My mother promptly contacted CVS to address the issue, but the pharmacy staff rudely hung up while she was asking questions. It is unacceptable that they provided us with a faulty bottle and then failed to take responsibility. Now, my young niece is suffering unnecessary pain due to their negligence. Despite accidents occurring, CVS should own up to their mistake and rectify the situation promptly. Store number [redacted], please step up and fix this problem without delay.

I attempted to receive my second dose of the Covid Vaccine last Friday at the Midway and US 1 store in Fort Pierce, Florida. I was initially informed that walk-ins were not permitted, although I had walked in for my first dose. Feeling frustrated, I left to contact a manager. Upon speaking with the manager, it was indicated that walk-ins were indeed allowed. Upon returning the next day, I was once again denied. The store manager, Mr. Zimmerman, mentioned that he was not working the prior evening, hence the confusion. He reiterated that walk-ins were not permitted. Interestingly, the store's automated message was announcing that walk-ins were welcomed. I attempted to visit a different CVS location for my shot, only to be told that my order was being processed at Midway Road and needed to be canceled there. Upon returning to Midway Road, they claimed not to have the order, passing the responsibility to another store. This back-and-forth has made obtaining my second vaccine needlessly challenging. The staff at Midway Road exhibited rudeness, with the manager even suggesting I proceed with my complaint.

Hello, I'm having trouble resetting my password and the 'Forgot Password' link seems to be malfunctioning. I became a CarePass member in April and have been attempting to reset my password since then. Each time I try, I receive an error message stating, "We're sorry. We can't complete your request right now due to technical issues," and the subsequent 'Please try again' link is unresponsive. Not only is the password reset link problematic, but other links on the website are also yielding the same error. When trying to log in, I go through the steps of opening a new browser, visiting the cvs.com homepage, clicking 'Sign In,' entering my email, and then encountering the technical issues prompt. After submitting the form, I now see a message stating, "The folder you are trying to reach is unavailable." I've also tried to reach out via email support, but all customer service links seem to be nonfunctional. It's frustrating to experience these persistent issues with the site. Regards, Randy Q.

The CVS on Glendale Boulevard in Los Angeles, CA has been disappointing overall. Last week, I experienced a troubling incident while shopping there. A loss prevention worker, a Hispanic male in his 40s, invaded my personal space at the checkout, making me uncomfortable. When I asked him to step back, he quickly flashed a badge, claimed to be an off-duty police officer, and accused me of theft based on stereotypes. Despite my request, he refused to share his name and proceeded to belittle me. His behavior escalated to the point where he threatened me outside the store, alarming me greatly. Despite reporting the incident to the police and a manager, I felt unsupported. This CVS location has become unsafe for me, and I have refrained from returning due to this distressing encounter. I urge the management to address this serious matter promptly to ensure the safety and well-being of all customers. Thank you.

I recently had a disappointing experience at the CVS located at [redacted] Saratoga Ave, Santa Clara, CA [redacted]. My doctor sent over a prescription for an ointment around 10 AM. After receiving a notification at 1:30 PM that my medication was ready for pick up, I rushed to the store before a work meeting. Unfortunately, upon arrival, I was told that I couldn't receive the medication as it required a pharmacist's consultation, and the pharmacist was on a lunch break. It's frustrating to think that the pharmacy could come to a standstill due to one person being on break. Should there be a contingency plan for times like these? Perhaps displaying information about potential delays during lunch hours or adjusting notifications could help manage expectations. Despite my prior issues at this CVS location, this incident was particularly bothersome. I hope this matter can be addressed to prevent similar situations in the future.

I recently spent almost $[redacted] at the CVS on Don Connor Blvd. Unfortunately, I forgot to use a $10 off coupon for a $70 purchase. When I returned moments after the transaction with the receipt and coupon, I was informed I needed to spend an additional $70 or have the entire purchase refunded and re-scanned. Having worked at CVS as a front Store Assistant Manager for many years, I know they could simply apply the $10 coupon without all the hassle. Despite asking to speak with a manager, I was informed none were available at the time. This CVS location is known for its lackluster customer service, preferring customers to use the kiosk machines rather than be assisted personally. I expect to receive the $10 refund that should have been easy to process with the coupon I presented.

A few days ago, I visited CVS in Windsor, California. After encountering an issue with the credit card reader, the first transaction was canceled, and the second was successful. Recently, upon reviewing my bank account, I noticed that I was charged twice. I visited CVS today to address this, and the manager was unhelpful, stating it was a bank issue. I proceeded to Wells Fargo, where they advised me to file a fraud claim against CVS if they refuse to refund the duplicate charge. Before taking this step, I would like to discuss this matter with someone from CVS to explore alternative solutions. Thank you.

At the CVS in Oakland Park and Hiatus, Sunrise, Fl, I experienced a frustrating situation. I called the pharmacy multiple times and no one answered after an overly long wait. When I informed the staff member at the drive-thru, she mentioned she was the only one on duty. I was trying to pick up Percocet for my husband post-hernia surgery, but was told the prescription needed to be a hard copy. Since he is coping well with very little pain, I decided not to pursue the medication further due to the inconvenience. There have been ongoing issues with long lines and difficulties in getting my Metoprolol for blood pressure, which the pharmacist is working to resolve with Dr. H. Kleiner's office. Recent experiences also involve delays caused by the doctor's office. Additionally, there have been alarming reports about advice from congresswomen encouraging people to take items without paying when in financial need at CVS. These multiple issues are causing frustration and I hope for resolution soon.

I am disappointed with the customer service at my usual CVS store in Gainesville, Florida. Today, I visited Store # [redacted] on [redacted] NW 13th Street and found all cash registers closed. The clerk explained that now customers need to use a self-service kiosk instead of traditional checkouts. I was surprised by this sudden change and the clerk couldn't provide a clear reason for it. This inconvenience, especially with only one kiosk available, left me dissatisfied. Despite spending a lot of money there over the years, I won't be returning to this store due to this new procedure. I expressed my concerns to the clerk in hopes that it would be passed on to the management. Anne M. Meiring

I have been using the CVS Pharmacy located at [redacted] E Commercial Blvd in Fort Lauderdale, FL for years. Lately, the wait times have been excessively long, with waits of up to an hour, even in the drive-through. Today, I experienced another delay when my prescription, supposed to be ready, was not prepared, despite being the only car in line. This situation forced me to leave as I couldn't wait any longer due to my hungry son with me. Although the pharmacy staff is friendly, I have been informed by employees that the delays are due to a lack of additional staff as per the manager's decision. I feel the need to share my frustrations and will give CVS 30 days to resolve these issues before considering changing pharmacies. Thank you for your attention to this matter.

I have been experiencing regular issues with getting my pain medication filled at CVS on Broad St in Meriden, CT. Since last Wednesday, I have been trying to fill a prescription for Belbuca [redacted]. Despite my doctor faxing over the pre-approval promptly, there was only a 2-day approval window. I have been on this strong medication for 2 years and rely on it. Despite my repeated calls, I was told it was "in process." When I visited CVS on Friday, I was told they didn't fill the prescription before the pre-authorization expired. The Pharmacy Manager, without providing her name, was unhelpful and blamed my doctor's office. Despite her assurance to fax the doctor at 9:30 AM, they had not received anything by noon. This back-and-forth between the doctor's office and CVS has been ongoing since Wednesday. I am frustrated and considering switching pharmacies for better service. I would appreciate your intervention to ensure I receive my medication promptly. Thank you for your assistance.

I would like to address an ongoing issue I am experiencing at the CVS located in Argyle, TX. Today, I had to wait on hold for 10 minutes just to inquire about the status of my prescription, which my doctor had called in 2 hours prior. Shockingly, I was informed it would take an additional 2 hours to be ready. I have previously raised concerns about this specific CVS branch - they consistently do not answer their phone promptly, are clearly understaffed, and demonstrate apathy towards customer service. Despite my desire to switch pharmacies due to these recurring issues, I am unfortunately limited to using CVS based on my insurance requirements. The situation reached an all-time frustration level today as I observed 3 pharmacy calls on hold with no response, reminiscent of previous visits where prescriptions were scattered on the floor. I made my dissatisfaction known to the Manager, but regrettably, they also appeared indifferent. I am eager to see if the Corporate office is invested in improving this subpar service.

On 8/9/[redacted], I picked up 3 prescriptions which were supposed to be an inhaler, prednisone, and an antibiotic. However, I received the antibiotic, prednisone, and Tobramycin instead of the inhaler. When I contacted the pharmacy, they responded that I should have checked before leaving the store and that I should have received a notification. The pharmacist explained that the inhaler was not covered by my insurance and claimed to have called the doctor. This led me to question why I was not informed beforehand. Additionally, I discovered that the Tobramycin prescription was filled incorrectly, as the doctor had sent it on 7/27/21 and not on 8/9/21 as indicated by the pharmacy. I felt misled and disregarded. I am considering taking my business elsewhere to a more respectable and trustworthy pharmacy.