CVS review: Pharmacy

On 06/09/2023, my brother visited the pharmacy at 34 Cambridge St., Burlington, MA to fill a prescription for antibiotics. He was subjected to an unreasonable wait of two hours and never got his medication. In fact, they refused to give it to him or transfer it. The pharmacy staff initially refused to process the prescription, citing a missing DEA number, even though such a number is not required for antibiotics and the prescription was properly signed.

Despite resolving the DEA number issue and having the prescription sent electronically by his doctor, my brother was still made to wait an additional hour. Then, when we complained, they refused to give us our medication or transfer it elsewhere. The repeated requests to wait exhibited a concerning lack of empathy on the part of the staff.

As a former pharmacy technician, I find it disheartening to witness such delays and subpar service. Timely medication dispensing is crucial, especially in urgent cases. It is disappointing to observe pharmacy technicians idling while customers wait, raising doubts about their professionalism and commitment to patient care.

Due to this incident, my family and I have made the decision to switch our pharmacy needs to Walgreens, despite having previously had positive experiences with CVS. I urge you to conduct a thorough investigation into this matter, focusing on the delays my brother encountered and the lack of satisfactory resolution. Additionally, I implore you to emphasize the importance of empathy and professionalism among your pharmacy staff, ensuring timely medication dispensing for patients in urgent need.

Thank you for your attention to this matter. I trust that you will address it promptly and take the necessary actions to rectify the issues faced by my brother and other affected customers.