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CVS review: Pharmacy not answering phone 42

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5:47 pm EDT
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Hello, my name is Amanda Johnson. I am a current customer of CVS, due to my famililes prescriptions being bought out by you all. I have called on 9/3/2019 twice and stayed on hold more than 45 minutes, I aslo called on 9/4/2019. more than twice. I called the pharmacy several times and was on hold more than 20 minutes at a time. I also called the front of the store, the first time they put me through to the pharmacy. I sat on hold for 20 minutes, the second time I called the front of the store, the lady was very rude to me. She told me that she couldn't put me through to the pharmacy, i told her my concern and she kept telling me that she couldn't put me through, after the first girl did. She then hung up on me, so I called the pharmacy again and proceeded to sit on hold again for another 20 minutes. I have continued to call the pharmacy and it is just a repeat of holding. I am trying to speak to someone in order to get them to fax over all of my families medications to Wal-Mart Pharmacy @ 1379 Homer Rd, Minden, LA 71016. Phone number 318-377-8211, this is my pharmacy. I used Fred's due me being employeed there before closing. I want all of my families stuff transferred to them. I understand that they are busy, but there is ABSOLUTELY no sense in them just not answering the phone. My dad has severe health problems, which include his heart. I also have health problems, and my finacee' has severe migraines. It is very important that we have our meds. Please contact me at [protected]. I am not a happy customer.

Sincerely,

Amanda Johnson

Update by ALloyd2019
Sep 04, 2019 6:44 pm EDT

This is Amanda Johnson again, 09/04/2019I finally got into touch with them after another 3-4 times of trying to call and staying on hold. The last time I called they finally picked up within 15 minutes of the hold. The girl that I spoke with was very rude, she talked over me with me trying to tell her what I needed and whom I needed it on. When I finished telling her on one person what I needed she would try to finish up on the conversation. Every time I would go to tell her who else I needed, she would talk over me, and I asked her very upset to please let me finish. You don't do a customer like that, at all. I had several people to get information on and she acted like it bothered her. Yes, I was agrravated due to the fact of trying to get into touch with them over 2 days time and staying on hold like I have. She tried telling me that a new prescription that was turned to Fred's last month and only filled one time was expired. I know for a fact that this isnt the case, she snickered and said yea. I don't appreciate that at all. Again shhe was very rude, I dont care how busy you are or how upset a customer is. You do not be ugly to them whatsoever, I understand now why people hate this pharmacy. If I would have been this ugly or rude to a customer I would have written up. Something needs to be done, to where it does not happen to another customer. I have busy schedule and don't have time for people to treat me this nor stay on hold for as long as I have the past two days. I to am a Pharmacy Technician and I would never do or treat a customer the way that she treated me over the phone. She owes me and my family an apology, along with being written up by the PIC.

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42 comments
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PhysicsGene
Somerville, US
Apr 10, 2023 2:13 pm EDT

This is about CVS in 2023. The local pharmacy says that the top management has told them to cut down on overtime. Recently I visited the store and saw about a dozen large plastic containers and they said they were behind about 200 prescriptions and hadn't had time to answer the phone in 3 days.

Then they cut back their hours and close at 7 pm on weekends. They don't have enough staff like many businesses these days (though Starbucks seems to do o.k.). I've heard that the pharmacist assistants get paid peanuts, barely minimum wage. The fellow who tests my blood for warfarin says he and other medical persons also want to be able to phone CVS. Pharmacists are an important part of healthcare. Also CVS doesn't realize how much of their sales are from pharmacy customers . Each time I buy about $30 of things I could get at the grocery store.

About 3 years ago a Harvard Prof. wrote a paper alleging 90 day refills are the most economical. Well I like to see the pharmacist often enough that he knows me and I know him or her because I've had trouble with a different store refusing a refill because he didn't understand a note from the nurse to get my annual physical. Even my insurer does not believe this nonsense.

CVS - your pharmacy is important!

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Alicia Astorga
, US
Dec 28, 2022 11:57 am EST

My local CVS store has a policy of not answering the phone for patients EVER. It lit is store number 5187, Naples FL. There are always long lines, including sick people because we cannot communicate with the pharmacy manager or the pharmacist, or even leave a message. Hours go by & calls are never picked up. I just got out of the hospital and needed simple antibiotic that was not filled in 24 hrs. Called Public pharmacy & they helpfully transferred the Rx to their pharmacy & I had it in 30 minutes. Unfortunately, my insurance requires me to use CVS Caremark for best prices.

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David760
, US
Nov 03, 2022 3:22 pm EDT

I haven't been able to get through to the CVS pharmacy on the phone in DAYS. THEY LITERALLY DONT ANSWER THE PHONE. YOU SIT ON HOLD FOR HOURS. UNBELIEVABLE. UNBELIEVABLE.

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Anniebess
MEDFORD, US
Sep 24, 2022 3:41 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Some customer or patient is going to get hurt because of CVS' current operating procedures. When you can't get thru on the phone to get or relay important information about medications, that's a huge problem. At the very least, fix the automated phone lines to tell callers that the pharmacy will not/cannot answer the phone ... so customers can stop wasting their time.

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Mj Ryan
, US
Aug 01, 2022 5:05 pm EDT

August 1st 2022 CVS pharmacy for over 3 years now all over Cape cod South Yarmouth Yarmouth West Yarmouth Hyannis West Harwich Orleans it doesn't matter which one you call they all have the same protocol which is obviously coming from the top and if it ain't then they got a serious issue with their pharmacists in their employees that they got to f****** take care of but point blank. Is none of them answer the pharmacist phone line you have to call the pharmacist phone line and then press two and act like you're a doctor in order just to get through to them other than that they don't pick up for customer service they ignore it all day all night I've been on the phone for over an hour and a half multiple times trying to get through to CVS pharmacy if you don't have your doctor calling or you don't try the doctor line even though that still don't work after damn time you have to go and physically and at that point in time then they'll f****** help you half the time your prescriptions ain't even freaking filled yet by the time you get there a week later they wait until you come in to get it and by the time you come in and get it is that's when they will feel your prescriptions I got many lawsuits going against CVS pharmacy for the fact that their pharmacists do not do their job they've incorrectly counted my prescriptions they've incorrectly processed my prescriptions the incorrectly imprinted the wrong name on my prescriptions and the wrong amounts for the time and CVS pharmacy will be seeing a future lawsuit from me this has been happening for 3 years now little by little each scenario I just mentioned one would happen then 3 months later another would happen then 3 months later another would happen for instance today I had an Indian pharmacist and ask for my name and birth date over and over and over again after I gave it to him time and time and time again and then he kept considering oh we're too busy we're too busy we're too busy well I gave it to you four times by now how busy can you possibly be if you can pick up the phone on the doctor line and then you want to complain about me calling on the doctor line but yet you guys don't want to pick up the customer service line so I'm going to call on the doctor line and I gave it to you my information over four times now and then you continue to keep asking me for the same information and then continue to sit there and say I'm yelling at you however I got this whole thing on recording so basically the employees that are working with the pharmacist can't hear the whole scenario all they can hear is what the pharmacist saying they can't hear what the customer on the other other end of that line is saying so in their eyes oh you're yelling at him cuz he's claiming it however you're not which is why I suggest to everybody whether it's liable and court or not to download a app that will record conversations simply for the fact of these type of claims and whether it's liable in court or not half the damn time most likely the court will still allow it for the simple fact that you are the person in the right not in the wrong you didn't do nothing wrong in fact if anything the pharmacist does something wrong by sitting there claiming something like a woman for a man would sit there and say oh he beat me up or she beat me up well this is where the recording process comes in hand because you can prove them wrong and a liar by the simple fact that they are sitting there climbing one thing their employees are going to sit there inside with them cuz all they can hear is what the f****** pharmacist claims they can't hear the full discussion all they hear is what the pharmacists claims this is why it should be legal to record all conversations and CVS pharmacy supposedly sits there and says that they record all conversations but that's f****** false because once you go to them and you ask them for that recording or you even get your lawyer to go there and ask him for that recording they still deny that they have a recording on it trust me believe me I've gone through this CVS pharmacy will be getting sued I don't care how big the lawyer is or lawyers are the facts of the facts I got plenty of facts to go against them anybody that wants to stand up and do the same let's do it!

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Ghost8531
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May 15, 2022 2:34 am EDT

CVS has caller ID and they are told not to answer if it's a woman's name or a Muslim sounding name. Trust me, I know.

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Libby Hunter
, US
Nov 14, 2022 7:14 pm EST
Replying to comment of Ghost8531

How do you know

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nunnayerbidnezz
Fort bragg, US
May 11, 2022 4:43 pm EDT

Tried to see if my husband could pick up my prescription. Called CVS and was on hold over 25 minutes three times in a row and nobody ever picked up. I will pick up this prescription and never ever again go to CVS.

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Ghost8531
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May 15, 2022 2:44 am EDT

CVS has caller ID and are told by corporate not to answer if a woman or Muslim name is there.

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DBagshaw
Boston, US
Apr 11, 2022 9:11 pm EDT

CVS is making this absolutely miserable to do business with so you are forced to go on line and have your medications delivered. I have done business with CVS for 40 years and have never seen things so bad!

Empty shelves but product is available on-line. Your prices are always a lot higher then AMAZON even on Irish spring liquid soap. That is if you even have any in store at all.

My pharmacy in Ashland was closed forcing me to the Union Street store. You can never reach the pharmacy by phone forcing the consumer to go to the store in person only to have to wait in a line a mile long and then when you make up to the register the people are short tempered because you are working them to death!

WAKE UP UPPER MANAGEMENT! PEOPLE ARE LEAVING YOU BY THE DROVES BECAUSE YOUR PRICES ARE TO HIGH AND YOUR CUSTOMER SERVICE IS ROTTEN!

TREAT YOU CUSTOMERS AND PEOPLE BETTER AND YOU WILL MAKE MONEY!

DONT FORGET THAT YOU WERE A NEIGHBORHOOD PHARMACY AND NOT BIG PHARMA!

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NorCalMom
Oroville, US
Dec 11, 2021 4:30 pm EST

Wow here I thought it was just my cvs. I am so over their constant messing up my prescriptions, not answering their phones and incompetent staff! I have never in my life seen worse customer service in any industry! I literally hate CVS pharmacy!

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Sue Myers
, US
Oct 23, 2021 2:58 pm EDT

I’m really sick of getting at least two robocalls a day. If I let it go to voicemail, the message says they will call back later! Why are you calling back when you already left a vm msg. When I try to call them, I’m on hold for 30-45 minutes. If my dr calls in a script, it sometimes shows “contact your pharmacist to fill this…why, fill the damn thing or make it so I can click on it to fill it later. Finally I’ve experienced times when they are out of stock of something. I call and they say that all the pharmacies in the area are out of stock. I call Rite Aid and they have it. My insurance gives me lower co-pays for using CVS. Not really worth it.

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Ghost8531
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May 15, 2022 2:48 am EDT
Replying to comment of Sue Myers

There is a beautiful App for Android called "Should I Answer?" It is free, no ads and I permanent blocked CVS for calling literally 15 times a day to harass me, I'm Muslim. Overworked employees? Nope, not if they have time to call and leave bigoted messages on my phone!

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Robert S Painter Jr.
, US
Oct 03, 2021 1:34 pm EDT

You have to pay $5 a month for the CVS Carepass in order to speak to a pharmacist now. Since Caremark has taken over CVS Pharmacies they have gone so far down hill I'm taking my Rx business either to Walgreens or Safeway. I've been a loyal shopper with CVS for no less than 45 years and it's a real shame they are on that road that is ruining their reputation thanks to Caremark.

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Cie Cie
, US
Oct 26, 2021 11:24 am EDT

I work at Walgreens and we are also overworked and under staffed. People complain about us not answering the phone as if that's the only detail to our job. People call in and ask us stuff that they could have easily found out on their own. When we have over 60 vaccine appointments scheduled every 10 minutes until closing, prescriptions to fill, inventory to put back, patients picking up or dropping off, phone calls to make, deliveries to prepare etc. So no I don't have time to listen to every detail coming out ur mouth when I just want the basics so I can get back to doing the 25 other things I have to do. Then People get angry and say hire more staff but no one is applying to be pharmacist or pharmacy techs for all the reasons I've named. And techs get paid 12$ an hour 14$ if they're certified, pharmacist just got lunch breaks July 2020 before then they worked 12 hours no breaks on their feet. Sadly none of us want hear "so I was trying to fill prescriptions for my parents cause I take care of them now, and I went to their house today to see what they need and they said.." that's how ppl be when they call in so yes I'm going to cut you off to get the basic information so I can get you what u need. I'd suggest you go to Safeway right now the major retail pharmacy's are overwhelmed by covid vaccines n the boosters that came out AND is flu season. My store has a quota of 3000 vaccines...how do u put a quota on how many ppl choose to come get vaccines is another example of this terrible industry n the terrible companies. I'm biding my time until I'm out of college.

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BethO2021
Perry, Florida, US
Nov 06, 2021 11:06 am EDT
Replying to comment of Cie Cie

I understand it is it fair for such a big company to expect you to do everything when they pay you peanuts. But we are complaining about that, not you. I’ve had three different civic vaccine appointments confirmed, but when I get to the pharmacy they are out of the vaccine. I’ve tired to call the pharmacy ahead of time just to make sure the vaccine is actually there and am on hold for over an hour with no one even trying to answer and say I will be on hold for a while. The whole system is a tragedy and customers should not be told my the scheduling system that vaccines are available only for the store to me outmoded stock.

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Lithuanian Giant
, US
Dec 01, 2021 7:33 pm EST

Complain to CMS.gov about this issue and include your Prescription Drug plan.. With too many complaints about CVS's service the companies will loose their star rating and the bonus that comes with it.

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Ghost8531
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May 15, 2022 2:50 am EDT

Women pay $10 because of gender and still never get through! Don't go to Walgreens! Safeway I've heard is better.

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Ghost8531
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May 15, 2022 2:52 am EDT
Replying to comment of BethO2021

They're not out. I was denied too. Go to your doctor. Men get vaccine, women get tested. Very sexist company!

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Ghost8531
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May 15, 2022 2:53 am EDT
Replying to comment of Cie Cie

You tell women they can only get tested. MEN ONLY vaccines.

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Ghost8531
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May 15, 2022 2:54 am EDT
Replying to comment of Cie Cie

Thank Allah, walgreens stopped killing women with covid and started vaccinating us. CVS still has not.

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Jebmar
Lubbock, Texas, US
Sep 15, 2021 10:01 pm EDT

MANY times I have called and listened to that ABYSMAL hold "music" for HOURS just to see if anyone would ACTUALLY ever answer and up until tonight they never have. Tonight was a REAL kicker though. After holding for 2.25 HOURS, right before the pharmacy was to close, a man answered with an irritated tone, said hello quickly twice, pretended not to hear me (I was NOT on mute) then immediately disconnected! (Went from mad to FURIOUS). If CVS would alleviate some of the strain on their skeleton crews by having all calls go to and primarily be handled by a "call center" they might actually be able to retain staff AND customers for longer than a week! They also need to upgrade their computer systems since it seems to take 3 of them every time to try and find / figure out ANYTHING on their computers! Lastly, they need to limit window time to 5-10 mins max.. If it'll be longer than that, the customer needs to pull back around, KNOWING that the longest any cars in front of them will be is 5-10 mins.. I'm the most patient person in the world but I have about HAD IT with spending half my life either on hold with or waiting in line at CVS!

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nunnayerbidnezz
Fort bragg, US
May 11, 2022 4:47 pm EDT
Replying to comment of Jebmar

I don't care what they upgrade I'm never going to CVS again

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Michael Ball
, US
Sep 02, 2021 4:58 pm EDT

The only way CVS Pharmacy gets customers is by CVS/Caremark pharmacy benefit manager forcing members to use them, never by choice.

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Deonchore Spears
Baton Rouge, Louisiana, US
Aug 03, 2021 3:37 pm EDT

Same thing it's completely disgraceful to not even answer the freaking phone for your customers and being that your workers have the audacity to post on here defending that behavior reveals the terrible culture you have at CVS. ITS SAYS ALOT

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Christopher C Wyland
, US
Jul 26, 2021 2:37 pm EDT

I am having the same problem with them not answering the phone. It has been 6 days now that we have tried to reach the pharmacist. My Doctors office has had the same problem. I dont drive, or else I would drive up there. VERY UNPROFESSIONAL! I know that CVS has always had a skeleton crew in all of the local stores. And this is a labor problem. CVS corporate is the problem. I will just move my Rx's to Walgreens.

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Bitbytebit
, US
Jul 24, 2021 11:54 am EDT

Same issue, CVS Pharmacy doesn't answer the phone, except rare occasions.

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drg2
Independence, US
Jun 25, 2021 6:26 pm EDT

Cvs as a pharmacy is a total joke. I received a call from them asking if I wanted a 90 day supply
of metformin for diabetes. I called the back and waited to talk to someone and have been on
hold for over an hour. My doctor called this rx in over 10 days ago and it has not been filled.
Beyond ridiculous. I will transfer to Walmart as soon as possible.

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Rogeure
Los Lunas, US
May 20, 2021 6:10 pm EDT

CVS is most likely the low ball bidder for large company contracts. My employer tried us in to CVS. Which explains the poor quality. My pharmisit looks like Lucy Arnez on a assembly line. They are way under staffed compared to my old Walmart pharmacy. I wouldn't answer the phone either if I looked haggard like my new pharmacist.

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Ghost8531
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May 15, 2022 2:57 am EDT
Replying to comment of Rogeure

Luuucy, I'm hoooome!

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Rogeure
Los Lunas, US
May 20, 2021 6:04 pm EDT

They are a lousy company. They are the lowest bidder on contracts for large companies. So they under staff and over work their pharmicits. They look like Lucy Arnez on an assembly line.

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Judy DiRienzo
, US
Apr 27, 2021 4:04 pm EDT

I am having the same problem with my CVS Pharmacy located in Newark, Delaware. I have been having problems getting my test strips for checking my sugar from this store for 2 weeks now. First they told me the Medicare code was not on the script my doctor faxed over...called doctor and they faxed over another script and made sure code was on it. Next problem was they said Medicare kept rejecting the script in their computer...called Medicare and they assured me my numbers are correct and have been the same for 12 years! Tried calling the store for 3 days now and each time put on hold for 30 minutes or more until I got disgusted and hung up. Today I called store 3 different times and each time nobody answered the phone...all 3 times I was holding for at least 30 minutes or more again...before finally hanging up mad and disgusted! I have not been able to check my blood sugar for 2 weeks because of these problems. What is up with these CVS stores? It is pretty bad when a person cannot get their medications and need them in order to stay healthy. I am mad, disgusted, and scared because I don't know if my sugar level is good, high, or what! CVS needs to fix the problems fast! The store I use is CVS on Chestnut Hill Road in Newark, Delaware.

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Ghost8531
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May 15, 2022 3:01 am EDT

They're trying to kill you it seems. Women's lives don't matter to CVS.

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Frank King
, US
Jan 04, 2021 5:29 pm EST

`45 minutes...no answer...Abercorn Savannah...DISGRACEFUL.

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sfr8
, US
Oct 26, 2020 8:27 pm EDT

My CVS is in downtown Phx, AZ. Yesterday, I left the phone on speaker while I did other things and no lie, waited 93 minutes (93:37 to be exact) and nobody answered. I heard someone pick up and promptly hang up at 50 minutes, although I did not get disconnected. I have a refill which states clearly on the website, "Contact your pharmacy to refill this Rx". I also tried by phone to enter the refill number, and I get "sorry, I can't find that" or something similar. I understand there's extra stress with COVID but if you can't be bothered to answer your damn phone, then I won't bother to do business with your company. As soon as I drive to the friggin' store and get this refill processed, I will be promptly changing pharmacies. What a joke.

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Noneofyabusiness
, US
Oct 24, 2019 9:13 am EDT

I mean, when you’re understaffed. Busy in drive thru and in store. There’s no possible way to answer the phone. If only corporate would give us more hours so we could hire more people so we could do so. That’d be a dream. But we are over worked, stressed out workers. Doing our best. If I didn’t need a job to live. I wouldn’t be doing this. I’ve worked 3 ten hour shifts this week. The whole time I wanted to break down and cry and go home. I wish people could see from our side what we are doing. You guys just don’t get nor do you want to. You just want to be mad. I can’t help you there.

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Judy DiRienzo
, US
Apr 27, 2021 4:13 pm EDT

Sorry you are having problems with being understaffed. That is definitely not the customers fault and the employees need to complain to corporate as well. Us customers are quite concerned about getting our meds as they are important to us to maintain our health. Surely in the course of a day, as well as being on hold for 30 minutes or more at a time, somebody can take a few minutes to answer the telephone. Customers aren't calling to make your day more stressful, we are calling because we need our medications that we depend on for our well being. Isn't that important to the employees that work at the stores? And yes, we are mad...I think you would be too if you had the problem of getting your medications

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Ghost8531
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May 15, 2022 2:41 am EDT

That's no excuse to flat out deny vital heart/bp meds or give out expired or wrong medications that could kill people because they're elderly, Muslim, disabled or female!

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Ghost8531
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May 15, 2022 2:42 am EDT

Good grief! They take breaks every 5 minutes!

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TellMeAboutIt82
, US
Sep 04, 2019 5:56 pm EDT

If you wouldn't keep hanging up and calling back, you would have been helped by now.

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ZD11
Portland, Connecticut, US
Jan 10, 2022 11:48 am EST

fully false; my store has admitted they aren't picking up phones

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Ghost8531
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May 15, 2022 2:35 am EDT

CVS hangs up on women.