CVS review: Product ordered was damaged

I had ordered a photo frame from CVS, using our CarePass rewards. The frame was not available in our local store. It was shipped in to the Chesnee, SC store. Picked up the package, got it home, opened it up. There was absolutely no packing material in with the frame, with it being in a huge, undamaged box. The frame was flat on the bottom of the box.

The compressed cardboard easel prop on the back of the frame was completely broken off of the backing. Since the shipping box was totally undamaged/unmarked I had to assume that the CVS packer put in an already damaged frame. There was no way the easel could have been ripped off of the backing in shipment.

I called CVS customer service. Explained my situation. I was transferred 3 different times to different departments. The fourth time they tried to send me back to the Photo Department, which didn't even have a record of my order.

After spending 25 minutes trying to resolve my problem I gave up. I said I'd return the frame, in the box, to my local store, where I had picked it up.

At the Chesnee store I was told by the Acting Manager that there was nothing they could do. I had to check all the area stores to see who carried frames (they stop selling them there).

My husband who was with me was livid! Refusing to reorder or refund my purchase. There were words thrown about. At the beginning of conflict I just walked out. As an Empath confrontation wears me out, makes me upset.

My husband said that the handling of the complaint was a terrible reflection on CVS. He is going to write corporate.

Order Date:

Jul 15, 2022

Order #:

[protected]

Total:

$6.50

Product Image

House To Home Titan 8x10 Picture Frame

https://www.cvs.com/shop/house-to-home-photo-frame-8x10-prodid-4400039?skuId=886782