CVS
reviews and complaints

Dear Madam or Sir:

This complaint regards the pharmacy staff at CVS Store # 4825 not answering the telephone. On 02 June 2021, I contacted this CVS Pharmacy three separate times to inquire about a medication for my mother who is on Hospice. Each call, I was on hold for at least 30 minutes. While on hold, I placed the telephone on speaker and continued to do my work. No one was ever answered any call. On 03 June 2021, I contacted this CVS Pharmacy again. After being on hold for approximately 22 minutes, I terminated the telephone call. I then recalled this CVS Store to speak with the manager regarding this problem.

The manager was very pleasant and professional; he stated that the pharmacy had been extremely busy over the past week. I explained my problem of unnecessarily long times on hold. He stated that he would transfer me directly to the pharmacy. The call was bounced back to his telephone. He could not explain the reason for this. I would like to know why the pharmacy staff at CVS Store # 4825 do not answer the phone. I would like for this problem to be addressed and resolved. Thank you so very much.

Respectfully,
Brian A. Bates

I would like to report a serious embarrassment that I suffered on June 2, 2021 at 116 W University Dr. Denton, TX 76201 at about 7PM central time. It has been almost a month since I moved from California to Texas and right away I coordinated with my psychiatrist on the move. After all the change procedure, my psychiatrist's secretary sent the request for my medication to the CVS pharmacy address mentioned above. When I arrived at the pharmacy, I immediately noticed a disorganization inside the CVS, as I had seen several used gloves on the table where the covid vaccine is taken. However, I didn't let this bother me as I was only at the pharmacy to get my medication. At the time, it was very busy and as I was not in a hurry to get my medication, I kept looking for some medications that I wanted to buy, for example; Dramamine and melatonin. After searching several times for melatonin without success, I decided to get in line to get my medication. The first CVS employee, an old man, had a lot of difficulty understanding my name. I had to repeat my name several times and I even spelled it as I usually do while I am flying airplanes; for example; L as Lima, I as India, V as victor etc. He didn't understand me and made me write my name on paper. At this moment I thought it wouldn't be easier if he asked for my ID? I want to emphasize here that I am Brazilian but I have lived here in the USA for five years. I am also a private pilot and understand that I have an accent, however I have never had difficulty communicating here in the US. Therefore, the old man made me write my name on the paper, as he had not found my prescription in the system. Up until that point I thought I had given the wrong address, but then I recovered the communication with my doctor on my cell phone and showed the address to the old man, he confirmed to me that it was that address. Then he passed me on to the pharmacy manager. This manager started looking up my name in the system, and he only found my information at my old address in California. The pharmacy manager then informed me that I would have to contact my doctor to update the address to Denton. I then told the manager that I had already completed the entire address change procedure and that my doctor's secretary had already sent the prescription to the pharmacy. Again the pharmacy manager informed me that I would have to contact my doctor for her to send it to that pharmacy, and again I informed the manager that I had already made this change. Again the manager said that I would have to ask my doctor to send the medication to the address in Denton, at this point I asked to speak to the head manager as this individual did not understand me and gave me the impression did not want to help and did not care what I was talking about. After several attempts to clarify with this individual that I had already made the request to my doctor for a change of address, I asked to speak to the CVS manager. He informed me that he was the general manager and in a haughty tone said that there was no one above him. I then started to ask for help from other employees around so that someone could explain to the manager that I had already requested the change of address for my doctor, this request for help was useless as no employee was willing to help me. After several attempts to show the manager a text message from my doctor, he told me that a message meant nothing to him and if I didn't get out of his way he would call security. At this moment when he threatened me to call the security, I felt very embarrassed. I've never had a problem before being able to communicate and I have never been insulted by an establishment threatening to call security. I consider myself a very polite person, and actually I was a little nervous because I saw that your employee was not making the slightest effort to understand what I was trying to explaining to him repeatedly. I was so depressed and embarrassed by what happened I haven't stopped crying. I did not act in either a criminal nor aggressive manor for him to call security on me. I feel very humiliated because there were several people watching the scene. I thought it would be better to look for another CVS manager. I went to the cashier and ask politely to call another manager. The cashier then called another manager. When I went to talk to the other manager it was immediately obvious that she was not willing to help me either, and even though I calmly explained and showed the message between my doctor and I, she said she could not help me because the pharmacy manager had more power than her in there. I just told the other manager I just wanted someone to explain the situation to the pharmacy manager. Then I asked the manager to let me know an email or phone so I could complain, and no one informed me either. After this situation I contacted my doctor and her secretary, they confirmed the sending of prescription medication and me thus sending the proof that they really had requested the medication. I have attached the request to this email. My doctor told me that she will never indicated CVS to her patients again and we have already switched to wallgreen. While I'm crushed I haven't stopped crying since then, all this time paying for psychologists, psychiatrists and medicine in vain. This week I'm talking to my lawyer to consider a lawsuit against cvs for moral damages. I didn't mention employee names because I didn't pay attention to names as I was nervous, but by the date and time and by the cameras it will be easy to indentify their names.

Through this experience I felt very hurt. The customer service was terrible and insulting. If I was a CVS manager, I would be ashamed of my store and my employees and how they were treating our customers.

Regards,

Livia Fitts.

Two of your stores close to me have exhibited horrible customer service, particularly when it comes to purchasing photos.

Basic poor customer service includes refusing to answer phones, hanging up the phone without answering and hanging up the phone while being kept on hold waiting for service.

More specific photo stupidity includes scrambling photo order so orders are mixed and must be sorted after receipt... In the hundreds. I have ordered thousands of photographs in the last several weeks and few if any are not mingled, mixed and confused with one-another.

I have also received multiple prints when none were ordered, up to three sets each, further confusing matters.

The manager of your store #06763 actually refused to check for additional photo envelopes when we knew they were behind the counter, standing with her arms folded and sternly saying "no" to our request to check again.

Unforgivable.

None of your employees in either store are exhibiting the slightest expertise on how to operate your machines or deliver printed sets of photographs. I have spent hundreds of dollars and their incompetence continues to this day.

As I write this, one store's machine (#06763) isn't even functioning and I am attempting to prepare for a once-a-year event to share photos with people I only see once a year.

This is a serious problem and needs to be addressed with all due diligence. I am an employer of 42 years and this is clearly a flaw in training which is the responsibility of management. This level of incompetence is only possible with flawed training and the excuse that "it's hard to find good help these days" is no excuse. Even chimpanzees can be trained. So can people.

This is nothing less than laziness and a wholly perfunctory management team.

Fix this. — don sweet
[protected]
[protected]@verizon.net

The Cvs in Hereford will never answer to take calls. They leave you on hold for 30 minutes or longer. They leave waiting in the line for 30 plus minutes. They are always behind on your refills and the male pharmacist is very rude! We changed over to the cvs in Hereford after using ours in Dimmitt for 40 years. We will not be using this pharmacy any longer. We will switch all of ours over to cvs in Amarillo.

I ordered products on may 13, I have yet to receive a shipped notification.

I called [protected] and was on hold for 53 minutes until they hung up without answering my call. Class act!

There were two orders placed one for myself and one for my wife, no information has been provided as to the status of either order. I would seem logical that a company that wants to do business on line would be able to provide responses to problem with shipments.

Checked availability for a thermometer. Found the one I desired for $49.99 and it said was available at my CVS store. When I went to "My Store" that thermometer was over $80.00. The store employee said I would have to buy online to get that price. I came home to purchase online. When I put it in my cart it said my purchase was eligible for 1-4 day delivery. That delivery was the deciding fact over buying the same thermometer from eBay with a 7 day delivery. Once checked out, the delivery was 11 days. In both cases, what was presented was not true. This is out-right misrepresentation. I know they will say "read the fine print". I would say "then don't put the misrepresentations in BOLD print"! I spend thousands of dollars with this company and I feel cheated. I go to Walgreens but they are just as bad.

CVS pharmacy in Odessa, Missouri. Doctor called in script on 5-20-21, swung by to pick up after appointment, and they can't fill it til the 25th. Swung by on the 25th. Script not ready. Went by on the 30th. "Oh we don't have it in stock, it will be the end of next week before we get it." We always have some issue with CVS. Last time they deleted all our insurance info and we had to redo that as well.. after Unacceptable. They've had the script for over 10 days, and just now figure out they don't have it. Too bad we are stuck with CVS because of provider contracts with UHC.

my sons medicine refill was called in by the doctor and was due to pick up.
i called and was told there was no inventory but there was inventory at another store.
i asked them to transfer and was told they were unable due to being a controlled substance.
i was rudely told to call my doctors office and have them send a new script to the other store.
My disappointment is that CVS could have called me when the script was first called in and there was no inventory. Not days later when it was time for the refill to be picked up. now the doctor is on vacation and my son will be without his medicine until after the holiday and the doctor returns.
This is so upsetting.

I had a script called in to the CVS located on US 41 in Apollo Beach Fl at 10:30 AM. I called in at about 4:00 PM to see if my script was ready. After ten minutes on the phone trying to navigate their ridiculous voice mail system, I finally got someone on the phone. I was told they didn't have it. I told them it was called in at 10:30. then he actually went and looked and informed me that it was there. I complained about the voice mail hell I went through to get a hold of them and was informed that that was corporate and I would have to talk to them. He was rude in my opinion. You could't find any contact information on the CVS website. When you look up CVS customer service on the net and call them they say they are not corporate and basically didn't want to hear my complaints. I will never go back to CVS again. They suck.

5/25/21
Jodie Armstrong
I just simply was sent by chiropractor that our local CVS would have Thera Works and or CVS brand equivalent to. I was extremely on hold a long time. Which was plain to me they they were short handed.
Every time I injected some information to the pharmacist regarding the product, I was looking for he responded in an a feeling of "lady you know nothing" (I'm a registered nurse)
So instead of a quick simple conversation it turn into a waste of time, I did order on Amazon.

My wife and I were at a CVS Pharmacy in Dawsonville, GA his morning. An employee came to us and said that we didn't need to wear masks anymore at CVS. First, I am appalled tat this is the case at a Pharmacy in a state where only 31% of the people are vaccinated for Covid 19 and where many people here refuse to get the shot because they are idiots. The CDC did change their mask policy however that is for vaccinated people, Clearly no one at this CVS or any other CVS is actually checking to see if people are vaccinated which would allow them to not wear a mask. CVS is supposed to be a pharmacy and if so, I would hope that you actually care about customers health. There is NO WAY that you should remove mask mandates in Georgia or any state so far behind in vaccinating people. Too many stupid individuals see the CDC change as a way to stop wearing masks at all. You are simply empowering these folks to not get vaccinated and not wear a mask to protect others. Are you kidding me? This change in your policy is perhaps the dumbest thing CVS has ever done. Please amend this atrocious policy post haste.

This product has been out of stock at all three CVS stores on this island for the past 4 weeks. The clerks' say "We order it, but Oahu never sends it to us.". I have a raincheck for when it was on sale and will not be able to use this with an online order. I called your Corporate Customer Service and spoke with Alice. She asked every conveivable personal identification question and at the end of 17 minutes she said she could not help. I then spoke with her supervisor, Alena, who said "they" don't know when stock will be available. Its been going on 5 weeks now that CVS has been out of stock of this item.
if you're going to offer a product and additionally put it on sale, and then say you have no idea when it will be available is pretty pitiful. I guess I need to lower my expectations for CVS.