CVS
Reviews and Complaints

July 6, 2023

Survey ID# [protected] / Reg# 01 / TRN# 5706 / CSHR# 1949563 / STR# 16234

CVS (in a Target store) on 3527 W. Florida Ave. Hemet, CA. 92545

To whom,

After a prior visit to this pharmacy, I submitted a survey, as always requested on receipts. I could afford no kind words of my experience there. Again needing a prescription refill, I returned to the above address. Again, most of the pharmacy personnel, including the pharmacist, could not identify me if my life depended on them.

They are robotic. They never make eye contact, never as much as grin, much less smile, appear to be humorless and are void of any sense of dutiful customer service behavior or presentation or common propriety. I am made to feel that I am an inconvenient intrusion on their time and not worth a “Hello, how may I help you?”

Please do not assume that because I do not and never worked in a pharmacy that I know nothing about the requirements of customer service. I spent over 13 years in a high-volume, high intensity customer service position. These CVS employees are in desperate need of intense customer service training.

I am taking the time to tell you that the people who represent your company are doing it a severe disservice. Ignore this condition at your detriment.

Sincerely,

A CVS customer, for now

CVS in Goshen, NY on July 7, 2023 at around 11:00 am. The service is horrendous. They have two cash registers in the pharmacy area and never open the second. Wait time is more than 15 minutes on any given day to just pick up medications. Most of the time I call in for refills and get an automated procedure that never has date fill information correct. I end up having to speak directly to the pharmacist. Waiting to speak to a pharmacist can take up to 20 minutes. Today my big complaint is that my doctor called in 3 prescriptions on July 5, 2023. Two were ready and one was not. I spoke to the rude pharmacist and she said the script would not be filled until tomorrow. I explained that I did not want to drive there again tomorrow. She refused to fill the prescription one day early. This pharmacist is totally uncaring for her customers that are mostly senior citizens and find it difficult to stand in lines for over 15 minutes. They have one chair in the area and that is for people waiting for injections. Unfortunately, my town has one pharmacy. If I had a choice, I would shop someone else.

Called the automated pharmacy to refill a script. After the automated stated it wouldn't be ready until 7/11/23, I needed to speak with someone tonsee if I could have that updated to today or tomorrow, to be able to pick it up at the same time as another script. I finally was able to get into the queue to speak with the pharmacist. I waited for over an hour amd twenty minutes, and no one picked up. I decided to drive to the location, with my phone still on the call waiting. I asked the gentleman at the register of the pharmacy if the phones were not working and he said he didn't know. The pharmacist behind him said they were "working fine, but they haven't had time to answer any calls". No time in an hour? There were other calls waiting as well. After I said something another associate started to answer the phone. The excuse that they are busy or short staffed is a tired excuse. This pharmacy never has scripts ready when they say they will, as evidenced by the two other customers behind me who had called yesterday and were advised it would be ready in 20 minutes, only to arrive today to be told it wasn't filled and it would be a 20 minute wait. Not once did anyone say they were sorry for the inconvenience or even acknowledge it all as an issue. The pharmacist didn't even bother to look in our direction. This is not customer service and in no way to treat people. I even called on another phone and pressed the provider option to speak with the pharmacist, and that call too was place in the queue for some unforseen amount of time. My question was a simple one, and I'm glad it wasn't urgent, but what about the 4 calls that were left in queue when I left? The associate who answered the phone after I said something, only did so once, and then ignored the rest. Disgusting and uncalled for.

My name is Deborah Pearson, I recently visited Las Vegas from the UK and fell ill while there so I bought a product from one of your stores, when I went to the counter a lovely lady asked me if I wanted to sign up to received emails about your products etc, I explained that I was only there on holiday she said that was fine as if I signed up I would get a discount in store on the day and that I could unsubscribe to the emails, so I signed up.

However today I have checked my bank account and $5.48 has been taken out of my bank.

I would like this refunding to me asap and then cancel whatever it is that this lady has signed me up to.

I have email several times to customer services and keep getting this message

CVS.com® is not available to customers or patients who are located outside of the United States or U.S. territories. We apologize for any inconvenience.

I would appreciate this being sorted asap

Thanks Debbie

July 1st

Andover MA CVS location

Pharmacist - name given - Jude. Refused to give last name and hung up on the customer

Jude illustrated unacceptable customer "service" over the phone. His behavior was rude, snippy, intolerant and offensive. Clearly has little to no patience with customers. Customer calling highly frustrated with inconsistent explanations and "guidance" in reference to prescription on demand program and alternative solutions.

Jude had limited information and no guidance for the customer. Customers look to pharmacists for guidance or suggestions. Waste of time and added to my frustrations. No resolution

Gertrude Joseph

Date: June 30, 2023

Subject: Customer Service Complaint of Store Supervisor, “JIM”.

To whom it may concern:

I Gertrude Joseph work as an Independent Contractor for SHIPT. On June 27, 2023, at approximately 9:45am, I drove up to the CVS Pharmacy drive through located at 6900 N University Dr, Tamarac, FL 33321 to pick up a prepaid prescription order for a customer. I was greeted by Store Supervisor Jim at the window. Supervisor, Jim asked me to provide the name of the prescription for pick up and I notified him that the order was a SHIPT order and provided the customer’s name. Supervisor Jim gave me a scolding look and with a bad attitude and ordered me to come inside the store with the up most disrespect. I notified Jim at the window and stated that I had previously picked up several prescriptions at the drive through for prepaid customers several times as well as at other store locations. Jim proceeded to ignore me at the window and treated me like a third-class citizen. I was extremely disgusted with the lack of customer service and the disrespect I was shown at the window by Jim and had no choice but to park my vehicle and come inside. Keep in mind, I am a person with a disability and my Disabled Parking Permit was displayed on my rear-view mirror at plain site. Jim didn’t care about my limitations and discriminated against me at that moment and continued to repeat “You need to come inside!” When I went inside the store Jim continued to give me an attitude. We exchanged words back and forth and I was forced to raise my voice after the continued abuse I was given by Jim.

I was assisted by another store clerk who was a young lady with excellent customer service skills, who proceeded to assist me with the pickup order, which was successful. At no point was I asked for additional information aside from the customer’s name which is the same process that is taken at the drive though for all other customers. Jim proceeded to threaten me to ban me from the store and to have the police called to have me removed after he was the one who mistreated me as a customer! In addition, there are no signs posted at the window that state SHIPT contractors are required to come inside to pick up orders. I am so upset and frustrated that I have to spend time notifying your store of this disgusting and rude employee who is a bad representation of CVS. Therefore, I am making this a formal complaint!

Sincerely

Gertrude Joseph

786.285.6156

CVS, Anderson, IN NIchol and Raible Ave. Pharmacy does NOT keep its stock of medications in supply. Every month when my spouse needs to renew his insulin, they are out of stock. In need yesterday and OOS. So are all the other Anderson Locations. He is a heart/kidney transplant recipient and needs to continue all medications regularly on time. His medications on auto refill. The staff at this location is so unprofessional it is astounding. I spoke with and assistant store manager yesterday and she said she could do nothing about the back. She did ask me not to contact you because a complaint would affect everyone. She said that there is not enough staff and have trouble keeping staff. She is now being made to train in pharmacy to fill in. (really!) The pharmacy staff is snarky and very unfriendly. The pick up window is never open, you stand in line forever. So.. after this being said. I am a RN and I will tell my patients not to go to CVS. I find it very dangerous to have prescriptions filled there. My spouse and I have also transferred our prescriptions to Walgreens. ( much safer). I have and will continue to suggest Walgreens to my patients. If you would like to discuss this with me:Email at [protected]@comcast.net.

As I was waiting for my Rx to be filled at your 8mile/Lasher store in Detroit, I was appalled by the dirty conditions on display. The display holders hadn't been dusty in a very long time. The floor was in desperate need of vacuuming. There was visible dust and debris on the carpet in the aisles and even some of the merchandise was visibly dusty. This store is located in a predominantly black community and compared to other locations it needs to be thoroughly cleaned or closed. I will no longer support that location.

So, CVS wants you to use the app to load coupons on to the card. Employees encourage to use self-checkout and then after loading coupons onto the card they won't attach to your transaction. I've called customer care service and each time they hang up on me for a total of 1 hour. This is a complete joke and absolutely no customer service. You spend time using the app and then the coupons do not apply and when you call to report the problem no one wants to help. Using services for customer relations out of the U.S. country are outrageous. Representatives are clueless on helping the customer.