CVS review: Pharmacy/pharmacist

I received a call from a pharmacy worker from CVS in East Norriton, PA. She said my insurance, for some unknown reason to her, was not allowing them to deliver my prescription to me.

I asked to speak with someone who would know why they wouldn't allow it to be delivered. The Pharmacist got on the line and immediately had a condescending tone. He very rudly told me they were very busy and he could not explain why. Nor did he offer another option, nor a number to call for answers, as to why he could not mail my prescription to me. My prescription was paid for but he said my insurance would not allow it to be mailed. I asked what my insurance company has to do with whether its mailed to me or not? VERY rudely he said he didn't know why, made no attempt whatsoever to find an answer for me and told me to call my insurance company. I told him he's losing a customer with his tone and attitude and he said, "that's fine" and he hung up on me.

I reached out to my insurance company and they said they would call the pharmacy on my behalf to discuss the protocol on mailing prescriptions. She put me on a 3-way call and we spoke with Chanelle from that East Norriton, CVS. She was very nice and explained that I could get my prescription delivered but I would need to go to CVS online and make changes to my CVS profile and change my preferences. So, it WAS a CVS issue NOT my insurance. Why didn't that pharmacist or the first pharmacy worker I spoke with refer me to Chanelle in the first place? Clearly some informational training and customer service skills are seriously lacking and need to be taught to the staff and especially the Pharmacist in charge. The pharmacy is usually dealing with sick people who are in pain or suffering in some way. A little patience and compassion goes a LONG way especially when dealing with the public and also personally. I was treated with much less than that by this pharmacist.