Complaints

This profile includes complaints for CVS Pharmacy, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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CVS Pharmacy, Inc. has 2178 locations, listed below.

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  CVS Pharmacy, Inc.

  1 Cvs Dr Woonsocket, RI 02895-6146

• 

  CVS Pharmacy, Inc.

  PO Box 53991 Phoenix, AZ 85072-3991

• 

  CVS Pharmacy, Inc.

  180 Somerville Ave Somerville, MA 02143

• 

  CVS Pharmacy

  940 N Main St Las Cruces, NM 88001-1124

• 

  CVS Pharmacy, Inc.

  2755 Canyon Springs Pkwy Riverside, CA 92507-0932

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I take a medication that I pick up from CVS pharmacy. That I taky so I don't have a seizure. When I pick up the medicine I get a 21 day supply. The pharmacy is now telling me that I have to totally run out of medicine before I can pick up a new prescription. So I can pick the medicine up on the 22nd day. Well I need to take the medicine on the 22nd day and I have none until the pharmacy opens at 10am well I am supposed to take it soon as I wake up and have none. I guess they want me to have a seizure and be in the hospital. This is crazy!!!!

  Business Response

  Date: 06/18/2025

  On behalf of CVS Pharmacy, I would like to apologize to ***** ******** regarding the matter that occurred regarding his prescription at his local CVS.
  
  Ensuring that patients with a legitimate medical need have access to medication is part of CVS Pharmacys purpose of helping people on their path to better health. Pharmacists have a legal obligation under state and federal law to determine whether a prescription for a controlled substance was issued for a legitimate purpose; they evaluate each controlled substance prescription and consider a variety of factors when exercising their professional judgment as to whether or not to fill a controlled substance prescription. 
  
  If we can be of further assistance, Mr. ******** can reach out to our ***************************** at ********************************* ***************) and reference incident number S-13241490. 
  
  

  Customer Answer

  Date: 06/18/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:06/15/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Wednesday June 11, 2025 I placed an order on CVS.com that was supposed to have been for pickup. When I was placing the order, everything said that at the store I was picking up from everything was in stock. Come to find out everything was not in stock and one item had to be shipped. Well I paid the amount that was showing which was $28.78 which was pending and of course when anything is pending, it's going to pend until it post to the account. Well here comes Thursday June 12, 2025 and here are 2 transactions in the amount of $20.85 and $7.93 which totals $28.78 that's pending that left my account negative. When I saw that I called and the guy explained which he said since it was basically 2 different transactions that $28.78 would be split into 2. Which in my mind ok that makes sense and it would be split from that pending $28.78 and it wasn't. Here comes Friday and Saturday and that pending amount is still there. So I decided to call and the answer I get is that it is a pre-authorization and they can't do anything about it and that I needed to contact my bank. I contacted cash app and they told me that it's still in process by the merchant and that I need to contact them. I contacted CVS today Sunday June 15, 2025 and what I get is "you need to contact your bank." When I told them that cash app told me that it's still being processed by the merchant which is CVS, they shrugged it off and kept pushing me to talk to my bank. I've delt with pre-authorization holds from companies before and never have I had to contact my bank. Once the merchant has finalized the transaction, they release the funds. This order was finalized Thursday June 12, 2025.I just want them to release the funds they are holding since the order has been delivered and the funds has posted to the account resulting in that negative balance with that pending amount of $28.78

  Business Response

  Date: 06/16/2025

  On behalf of CVS Pharmacy, I would like to extend our sincere apologies to Ms. ******* ****** for the issue that occurred with her online order.
  Our ************* team has spoken with Ms. ****** to explain the timeframe for the authorization hold to be released. As a gesture of goodwill, the team also issued $10 in ExtraCare Bucks and apologized for any inconvenience this may have caused.

  Customer Answer

  Date: 06/17/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:06/10/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my deep concern and disappointment regarding a series of troubling incidents at your [insert pharmacy location or address] location, which appear to be retaliatory in nature following a recent complaint I made about a delay in the availability of my prescription.Since that complaint, I have experienced multiple instances of what I believe to be unprofessional and retaliatory behavior by the pharmacy staff, including:Refusal to fill my husband's diabetes sensor prescription because the pharmacy was closing in 15 minutesan essential, time-sensitive part to his diabetic care that should not have been delayed under any circumstance.Failure to transfer my mother's dementia medication, even though this exact prescription has been successfully transferred twice before. Her condition requires consistent and timely medication, and this delay caused unnecessary stress and health risk.Refusal to fill my own prescription despite the medication being fully eligible and previously approved. Moreover, the prescription was flagged, and I have not received any communication or explanation from CVS regarding this issue.These experiences have left me feeling mistreated and concerned for the well-being of my family members, whose care depends on timely and professional pharmacy service. As a long-standing customer, I expect better service and accountability from a company with CVS's reputation.I am requesting a formal investigation into these matters, as well as a timely and written response to this complaint. I would appreciate knowing the steps CVS intends to take to ensure that such retaliatory behaviorif confirmedis addressed and prevented in the future.Thank you for your prompt attention to this serious matter.

  Business Response

  Date: 06/10/2025

  On behalf of CVS Health, I would like to apologize to Mrs. ******* ***** for issues she experienced.
  
  Ensuring that patients with a legitimate medical need have access to medication is part of CVS Healths purpose of helping people on their path to better health. At the same time, the abuse of controlled substance medication is a nationwide epidemic that is exacting a devastating toll upon individuals, families and communities. Pharmacists have a legal obligation under state and federal law to determine whether a prescription for a controlled substance was issued for a legitimate purpose; they evaluate each controlled substance prescription and consider a variety of factors when exercising their professional judgment as to whether or not to fill a controlled substance prescription.
  
  If we can be of further assistance, Mrs. ***** can reach out to our ***************************** at ********************************* ***************) and reference incident number S-13159069.

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

  I understand that the abuse of controlled substance is an issue in this country, but these concerns do not apply to me, and I take it personally that a pharmacist would jump to such conclusion without knowing me or my situation. I have been on this medical regimen for over 20 years, and she could have reached out to my physician if she had any concerns which she did not. She made and incorrect assumption although I explained to her that I care for my mother who has LEWY Body dementia under hospice care in my home Independ on the availability of others to watch her to run errands which is why at times I need to pick up my meds 2 or 3 days earlier or later I was eligible for refill according to the *** and when I explained this to your pharmacist I was told "I find that hard to believe', and she denied my request. Yet another pharmacy who knows me, and my family well filled my prescription. I was not asking for it a week early just a couple of days how can this be categorized as abuse of a controlled substance. It was done maliciously and there was absolutely no excuse. It my physician called it in and it was eligible it should not have been denied, and if she had any questions she should have contacted my doctor instead she attacked my character and my family situation

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 06/12/2025

  We regret that we were unable to assist Ms. ***** with an early fill.  We have shared their additional feedback with the appropriate leadership teams. 

• Initial Complaint

  Date:06/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a gift card from this location for a Christmas gift and after it was opened it was realized the card was compromised. There was no way to know the package was opened, card information stolen, resealed and put back on the shelf. The theft then waited for a person to purchase and activate the card. The card was then used by the theft all while the card was under the Christmas Tree. I set up a case with CVS and after months of waiting for a respondence, I was told the vendor would not issue a refund. It's the CVS store that let the card leave the store, and then put back on the shelf (unless it's your employees that are doing the stealing). Store will not refund money CVS ****************************** location

  Business Response

  Date: 06/15/2025

  We appreciate ***** ****** sharing his concerns and the opportunity to address them here.
  
  Gift card and prepaid scams remains challenges for customers across the country. ********************** has taken significant efforts to warn our customers against these scams, including installing store signs and point of sale warnings to educate customers about gift card scams, and proactively training our own employees on fraud prevention measures. Even with these warnings, there are customers who move forward with purchases of gift cards without CVS knowledge of any scam.
  
  I am happy to report that our team was able to obtain a credit for the ** Ribbon card in the amount of $82.95. In turn, we have issued you a refund for that amount back to your card. You will see your refund within 3-5 business days.
  
  Thank you again for taking the time to reach out to us. We value your business and look forward to serving you again in the future.

  Customer Answer

  Date: 06/15/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:06/06/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There was 19 out of 30 cvs health eyelid wipes in the package I contacted cvs health and they did nothing

  Business Response

  Date: 06/14/2025

  At CVS, our goal is to be a trusted partner in our patientshealthcare. As such, we appreciate Mr. ******* ***** sharing his concerns and the opportunity to address them.
  
  Our support team has processed a courtesy replacement for the inconvenience. The order has been mailed to the address provided and will arrive within 3-5 business days.
  
  If we can be of further assistance,Mr. ***** can reach out to our Customer Relations team at ********************************* ***************).

  Customer Answer

  Date: 06/15/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday 6/1/25 I placed request to have my Breztri ( a medication for Asthma) and my ******* ( medication for treatment of FIBROMYALGIA)Not to my surprise again did not have it in stock. Received a message yesterday that they were ready to be picked up(still have message) went to pick them up when only my Breztri was there. When asked where the ******* was, told it is being ordered. Asked why did I get the message it was ready for pick up if it is not ready. Answer given we don't have control of that. Call the 800 number got transferred to the bonus card department, which was the told that the pharmacy side was closed call back tomorrow. Called CVSCaremark through my insurance. Was told none of the local stores can fill it since my prescription was already ordered. So now I have to wait even longer for a med that I was told was ready. This is not the first time this has happened.

  Business Response

  Date: 06/06/2025

  We appreciate *** ****** bringing this matter to our attention and apologize for the difficulties experienced.
  
  District leader, ***** has been in contact with *** ****** to discuss this experience and assist. He has taken steps to address this matter and will partner with the pharmacy team to ensure this medication is ordered before the next fill.  *** ****** was appreciative for the outreach and efforts to address this concern.  
  
  If we can be of further assistance, *** ****** can reach out to our Customer Relations team at ********************************* ***************).

• Initial Complaint

  Date:06/05/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CVS pharmacy has a HORRIBLE new policy. It is not a store issue its the corporation issue. It has always been hard to speak to a live representative. When youre a senior citizen, it is very difficult navigating with the automated system. In the automated system, if youre not fast enough the system will say we are unable to help you goodbye and then hangs up. This is extremely infuriating. Even when youre able to finally speak to a live representative the pharmacy staff are extremely abrupt and rude over the phone. Now they want everyone to use the app on their phone for everything. This makes it even more extremely difficult for senior citizens who do know how to use smart phones, tablet/iPad, and computer computers. Now, CVS has this policy where you are not able to speak to a live representative. You have to leave a voicemail and wait for a callback. I have called many times and left voicemails and never received a call back. I was prescribed two antibiotics one was tetracycline and they dont have that medicine in stock. It has took me over 6 hours trying to speak to a live representative. It also has been two days and they dont have the antibiotic. I called a small local pharmacy and they had the medication in stock. So the small pharmacy transferred the antibiotics and I was able to get my medicine. How can CVS not have the prescription in stock for over two days? I thought CVS was the big corporation that has everything but unfortunately they are a terrible pharmacy. I will never use CVS again EVER AGAIN! The small local pharmacies are much better because youre actually able to speak to a live representative unlike CVS where you are literally jumping through hoops with a robot to get a hold of an actual live person. It is very pleasant at the small local pharmacies unlike CVS that always has a long line and is short of help at the pharmacy. There is no excuse that I had to wait over two days for an antibiotic that has not been in stock.

  Business Response

  Date: 06/09/2025

  We appreciate Mr.****** ***** bringing this matter to our attention and apologize for the difficulties he experienced.  
  
  District leader, ***** has been in contact with Mr. ***** to discuss this experience and to address his concerns with our voice mail program.  She has reviewed best practices with the team,reinforcing the importance of good communication and patient care.
  
  If we can be of further assistance, Mr. ***** can reach out to our Customer Relations team at ********************************* ***************) and reference incident # S-13171404.
  

• Initial Complaint

  Date:06/04/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear *********** had an issue with ********** Bucks, CVS's cash back program, not being issued even though I earned them. My $4 *** for Monday's products with order number ********* was not issued to my card even though it showed as being earned. Also, on my other order ********* with ********** did not issue the $5 ECB on that either. Both orders were picked up on May 31. I sent an email about the issue on June 2nd, which I have attached, but never got a response. I called about the issue on June 3rd at 10 am, but the representative that I got could barely speak English and hung up on me when I asked to be transferred to another representative or a manager. On June 3rd at around 8 pm I went to the CVS store in *****, AL to pick up an order and asked the Store Manager ******* for help with the issue, but she was unhelpful and rude. She could have taken care of the issue, but chose not to stating that I had to pick up the items while the sale was going on, and the *** would NOT be earned if picked up after even though I placed an online order during the sale. This information is NOT TRUE! Can you please forward this case to the corporate customer care and/or district manager so they can issue the *** to my account and compensate me with a $20 gift card for the time and frustration this issue has caused me?Thank you for your time and your help with this problem.Thank you, *********** ********

  Business Response

  Date: 06/04/2025

  We appreciate *********** ******** sharing his concerns and the opportunity to address them here.
  
  We can confirm $9 in Extracare Bucks (ECBs) have been issued to Mr. ********** account. Field leadership spoke with Mr. ******** regarding his experience and verified the mailing address for the CVS gift card. *********** was also provided with direct contact information for further assistance if any additional issues arise at CVS.

  Customer Answer

  Date: 06/13/2025

  Better Business Bureau, CVS, and *******:
  
  Thank you for helping rectify the issue with the **** and for going above and beyond to take care of me as a customer. Mr. ******* was thorough in assisting with the issue and with emphasizing with my frustration; he is a true example of management and customer service.

   

  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********** ********

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I walked into CVS this evening to purchase two drinks and some ice cream. The self checkout machine malfunctioned and charged me an extra $20 for a ******** gift card that I didnt touch and didnt want and didnt bring near the barcode scanner. The staff on duty immediately admitted that it was an error of the store, but they would not refund me and instead gave me a phone number for CVS headquarters which was closed. I had to leave the store without my and no clear way of being refunded which was deeply frustrating. It should be criminal to take money from a customer without the permission and in error and not to immediately refund it.This also wasted over half an hour of my time, and now I have to be on the phone with CVS, which is going to waste more of my time. I also missed putting my child bed. It is not OK.

  Business Response

  Date: 06/09/2025

  We appreciate Mr.****** ****** bringing this matter to our attention and apologize for the difficulties he experienced.
  
  The leadership team responsible for this CVS location has been in contact with Mr. ****** to discuss this experience and to apologize. They have taken steps to address the issues raised by Mr. ****** reinforcing with the team the importance of good communication and customer care. Mr. ****** was appreciative for the outreach and resolution provided.
  
  If we can be of further assistance, Mr. ****** can reach out to our Customer Relations team at ********************************* ***************).
  

• Initial Complaint

  Date:06/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My eplipsey medication was purchased and was supposed to be delivered to my house. The address on the medication bottle was correct and yet cvs put the wrong shipping label on the package The package was delivered to the wrong house. I went to CVS and they told me that I shouldn't get charged twice. Yet when I called the cooperate office to make sure the address on file was correct they informed me that I would need to pay another 35 dollars to receive my medication. I refuse to pay for the same medication twice. This is life saving medication.

  Business Response

  Date: 06/09/2025

  We appreciate Ms. ****** **************** bringing this matter to our attention and apologize for the difficulties she experienced.
  
  The district leader responsible for this CVS location conducted a thorough review of this interaction and made multiple attempts to speak with Ms. **************** without success. She provided direct contact information and will be happy to speak with Ms. **************** about her findings and efforts to address this concern.  
  
  If we can be of further assistance, Ms. ****** **************** can reach out to our Customer Relations team at ********************************* ***************) and reference Incident# S-13169880.