Business Profile

Pharmacy

CVS Pharmacy, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

2,152 total complaints in the last 3 years.
725 complaints closed in the last 12 months.

If you've experienced an issue

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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:11/09/2022
Type:Sales and Advertising 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 experienced terrible and dishonest work from pharmacist ***************************** on 11/7/22 at 5:50pm. After being given eye rolls, unfriendliness, and the most rude attitude I've ever had at this location for multiple reasons during my stop, this pharmacist fraudulently marked a prescription of mine as "picked-up" and billed my insurance accordingly. Today I went to pick-up the prescription that had been "dropped off" last night, to learn that it was marked in their computer as being picked up already. I explained that was not possible, as I left around 5:55pm WITHOUT the prescription. Yet, the computer had it marked as being collected at 6:45pm that same night. The people working at the pharmacy today, including the pharmacy manager, could not find my prescription in the typical basket in which it should have been sorted. After a good amount of digging around the pharmacy itself, a solo bag was discovered that had the prescription inside, along with documentation that shows my personal information, insurance information, and medical information. These private and privileged articles of information are supposed to be protected under HIPPA, not just laying around in a bag for any employee to find. I have gone to this pharmacy for years
Business Response
Date: 11/14/2022
We appreciate ************** bringing this matter to our attention. Field Leadership is addressing any potential procedural breakdowns. They have emailed ************** but have not heard back. Should ************** wish to discuss her concerns further, she may contact District Leader, ***************************** at ************ or ********************************************************.
Customer Answer
Date: 11/17/2022
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.
Hello- I have been traveling and did not have access to email until right now, as I write this message. This message from the Business does not address what actions will be taken against the Pharmacist who committed the careless acts that occurred. I will be responding to the email that I received from the field leader and expect them to be able to connect by phone tomorrow, 11/18.

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: 11/29/2022
We regret that we have been unable to resolve ****************** concern. While we are unable to speak on specific corrective actions, we can assure ************** that her concerns have been addressed with the pharmacist and staff.
Initial Complaint
Date:11/08/2022
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.
My name is ***************************. Husband of ***********************. I picked up prescriptions for *********************** and Myself at CVS pharmacy ****************************************************************** on 1-3-22. When I got home, *********************** informed me she is no longer using Free Style test strips, and was prescribed a different test strips by her doctor. On 1-4-22, I took the test strips back and informed pharmacist my wife no longer used these. I was told it is a prescription and cannot be returned. I informed the pharmacist that they have not been open and they are not pills or liquid and there is no reason not to take back. I tried to reason with her that the cost is $78.50 and that is expensive for us.Ask to speak to the manager, she said she is the manager (************** is the name she gave me), she said I am the manager.
Business Response
Date: 11/09/2022
We appreciate ************** bringing her return to our attention. Field Leadership has informed us the test strips were filled as a prescription and per ** law prescription items cannot be returned. As a one-time courtesy, they will be allowing ************** to come in for a refund.
Initial Complaint
Date:11/08/2022
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.
I have a few prescriptions that has been handled by CVS. CVS is no longer notifying me about the status of the prescriptions. They will not answer the phone and for one prescription I visited the pharmacy 3 times and waited in line for ***** mins each time. I was lied to by the tech and it took me going in at the opening time to find out that the prescription was not in stock after I was told twice it was being filled. Now I have medication that needs to be filled and tried to get it refilled at ********* and they say it would be an early refill. My doctor has been great managing the scripts however there is zero service at CVS. I cannot even call to see if they filled it because no one will answer the phone nor will they notify me. They are holding my medication hostage.
Business Response
Date: 11/09/2022
We apologize for ****************** experience and appreciate her bringing it to our attention. Field Leadership informed us that due to illness, the pharmacy was understaffed. They confirmed that everyone is now healthy and returned to work so they are taking care of patients more appropriately.
Initial Complaint
Date:11/08/2022
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.
Any order I place on the online website gets cancelled immediately with no explanation why. I've tried contacting customer service but they simply tell me that it's due to quantity limits yet I'm only ordering 1 piece of an item. There's some type of hold on my account for no reason and customer support won't tell me why. I've tried asking them for further explanation but I receive no response.Order #********* Order #********* Order #********* Order #*********
Business Response
Date: 11/08/2022
The CVS.com terms of use (https://www.cvs.com/help/terms_of_use.jsp), provide in pertinent part that:
Resale of products or services purchased in connection with the Service is specifically prohibited. We reserve the right to refuse to sell products or services to you if it reasonably appears to us that you intend to resell such products or services.

CVS has reviewed Mr. **** purchases and believes that ********* is reselling, and/or intends to resell products purchased on CVS.com.Accordingly, CVS has exercised its right detailed in the terms of use and has refused to sell additional products to **********.
Initial Complaint
Date:11/07/2022
Type:Product 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.
Edit Description of Complaint:On 11/4/22 I was sent money THRU MONEY GRAM in the amount of $850.00 and the CVS store in ******** (store) #*** register #3. At ************************************************************. The Supervisor ******** was the one who input my information in the register. NOW Its usually $500 cash and $350.00 in a money order. WHICH AS A SUPERVISOR SHE SHOULD HAVE BEEN AWARE OF THE PROCEDURES. AND PLUS THAT STORE DIDNT HAVE A MONEY ORDER MACHINE. SHE TRIED TO INPUT TO GIVE ME ALL CASH WHICH CAUSED THE PROBLEM IN THE 1ST PLACE. WHY DO THEY HIRE PEOPLE THAT DONT KNOW THEIR OWN POLICY. After she input my information in the register she tells me its a technical issue that I cant get my money. She didnt know what she was doing she tried to input that shell can give me all CASH. THEN AFTER PROBLEM OCCUR SHE DIDNT WANT TO HELP FURTHER. She tells me I would have to call Money Gram Corporate ************** and CVS Corporate **************. SO I WAS NOT ABLE TO RECEIVE MY MONEY. I stayed in that store for over 2 hour and still the problem was not rectified. An agent name ************************* from CVS tried to call Money Gram Corporate and still the problem was not solved. She called Corporate again s/w ***** from Money Gram and ***** told (me) I have to wait 2-4 days for my problem to be fixed. Everyone I spoke with didnt care always wanted to pass my issues elsewhere. No remorse or empathy. I call Money Gram corporate on 11/7/22 s/w ***** who told me I have to wait 10days See no one they knows their policy, I ask to s/w someone higher he transferred me to ***** who told me there is no one higher than she and that I have wait to 11/10/22 to see IF problem is fixed. I NEED MY MONEY ASAP. Why do I have to be inconvenienced because 1st ******** the MANAGER at CVS DIDNT KNOW WHAT SHE WAS DOING IN THE 1ST PLACE. 2nd I STILL DONT HAVE MY MONEY 3rd THEY CAUSED THE PROBLEM AND I THE CONSUMER HAVE TO WAIT DAYS AND DAYS TO RECEIVE MY MONEY THIS IS LUDICROUS. Want my MONEY.
Business Response
Date: 11/08/2022
We appreciate ********************** bringing her concern to our attention. Field Leadership has reviewed this matter and confirmed that per ************************** request, the transaction was cancelled. Since no MoneyGram was processed, no refund would be needed. Field Leadership addressed training opportunities where needed but stated that the colleague involved followed policy.
Customer Answer
Date: 11/13/2022
[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:11/06/2022
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 purchased ****** worth of products using their so called "extracare bucks" promotions. At the end of my order, I had over $50 in extra care bucks earned from my purchases. Less than 2 days later they expired my extracare bucks and now I have $2 and I didn't spend any. I called and the Chinese girl who doesn't have great command of the English language told me they expired. I asked to speak to a manager, she was off the line for sometime and came back and said my supervisor said shes in a meeting and there is nothing she can do. They are expired. To begin with, it she is in a meeting, she doesn't have the liberty of declining my call and saying tough luck that's it and thats all. That isn't it, they stole $50 worth of food right out of my families mouths without warning. There was no expiration date. I spent good money trying to get these extracarebucks, had I known it was false advertisement, I certainly would have elected to go to ******* who is so much cheaper. It looks like CVS has decided if they can't get business the right way, they will steal from the loyal customers they have. I will no longer be one of those. I normally have anyone who steals from me arrested. I'm totally disgusted and disappointed in CVS. I had just gotten over getting my identity stolen and every ***** I had but I was so relieved knowing at least I had $50 in extracare bucks I could feed my family with. I was so sadly mistaken and my family certainly went hungry a few days due to the theft of my ECB. Absolutely unacceptable for a company to steal from their customers. They should be shut down and prosecuted for fraudulent business practices. Card#*************. Oct 21, 2022 I made a purchase by Oct 24, 2022 they were expired.
Business Response
Date: 11/07/2022
We have reviewed ****************** transaction and the subsequent Extrabucks issued. ************** was issued the Extrabucks on 10/21/22 and had until 10/28/22 to either load them to her ExtraCare card or print them- she then would have had 30 days to redeem them. Unfortunately, despite "viewing" the Extrabucks on 10/21/22, they were never loaded or printed so they expired. As the Extrabucks have expired, we will not be able to honor or reissue them. We apologize for any inconvenience.
Initial Complaint
Date:11/06/2022
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.
Prescription that I need once a month hasn't been filled in about a month. Cannot reach anyone by phone. The one time I did, they picked up the phone and then hung it up. Rude and never staffed with enough people.
Business Response
Date: 11/10/2022
We appreciate ************** bringing this mater to our attention. Both the Pharmacy Manager and Staff Pharacists have been trying to reach ************** without success. If he still needs assistance, he may return their call at ************.
Initial Complaint
Date:11/04/2022
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.
Hi. I bought a Vanilla gift card that says on the receipt card activated. I gave as a gift when the child went to go and use it they were told it has to be actived in the store. Well I go to the cvs store and I say the card is not activated. The manager calls the number on the back of the card and it says what I heard the card is not activated. I had gone to another store and bought a card for the child I asked CVS to give me my $50 back they said I have to call the corporate office. I have called ************** 4 different times and I keep getting the run around. I want my $50 back.
Business Response
Date: 11/07/2022
We appreciate ****************************************** bringing her concern to our attention. We have confirmed that the gift card was properly activated at the time of purchase. The gift card has been placed on a 'Hold' by the vendor. For further assistance, the vendor ****** has advised ****************************************** to contact the dispute team by calling the customer service phone number on the back of the card.
- **** Customer Service Phone #: ***************).
Customer Answer
Date: 11/09/2022
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 called the number on back of the card and I was told they don't handle that, that's a vanilla card. I then called the number for the vanilla card and it keeps you online and nobody ever answers the phone. When you call the number for the card to see what the balance is it is constantly saying there's a problem with the card it used to say the card was not authorized now it's saying there's a problem with the card my bottom line is that I paid $50 for a gift card, the card has never been used and it can't be used I want my money back!!

I bought this on 10/13/2022 I don't understand why I have to wait so long to be reimbursed for something that has not been used. After my nephew told me that he couldn't use the card then I went and bought him another gift card I don't want this vanilla card I don't want to deal with these people anymore I just want my money back. This seems to me to be a scam!!
Business Response
Date: 11/10/2022
We regret that we have been unable to resolve Ms. ****************************************** concern. However, since the card was successfully activated and put on hold by *******, Ms. ************************* would need to work with them moving forward.
Initial Complaint
Date:11/04/2022
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 ordered a ****** mobile device through **********************. I had seen it on television. I used a gift card to purchase it. When I received it, all that came was the finger monitor. I didn't realize and they didn't state that a smart phone was needed in order to use it. I don't have a smart phone. I returned it via **** CVS is not refunding me and they say that I have to work through my insurance company; the insurance company is saying I have to work through CVS. I paid $80 using a gift card.
Business Response
Date: 11/07/2022
In order to assist, we asks that ************** please specify where the product was ordered from (CVS.com, CVS Specialty or OTC Health Solutions). We also ask that he please provide an order number or email address.
Customer Answer
Date: 11/13/2022
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.
The item was ordered from CVS.com (******, ******** 63010)
Order number: 429934980
My e-mail address is: *********************

Thank you,

*********************

Business Response
Date: 11/16/2022
We appreciate ************** sharing his concern and providing additional information. The Customer Care team provided the following:

We were able to speak with ************** today.
We advised that we are refunding the gift card used on order ********* for the amount of $83.37.
Customer Answer
Date: 11/29/2022
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.

Complaint #******** was not resolved, and I received a phone call from a CVS representative telling me that the 83 dollars and change would be put back on my gift card, and it was not. Thank You.

-*********************

Business Response
Date: 12/01/2022
We apologize for any inconvenience this may have caused. The Customer Care team provided the following:

We were able to speak with ***************
We have advised that we have issued a new gift card for the amount of $83.37 as it appears our previous attempt was unsuccessful.
Initial Complaint
Date:11/04/2022
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.
My urologist called in my medication today 11/03/2022 before 930am I arrived at this cvs in drive thru waited 30 min when it was my turn I was first told come back tomorrow. I explained more than 9hours has passed then **** the pharmacy tech came to the window and said Sir drive back around to the end ob the line by the time you get back your medication will be ready I advised I waited my turn in line and waited more than 9 hours and 30 min for my medication I said I will wait here. ************* either drive around or he was going withhold giving me my medication. He Refused to fill my order I asked for the corporate number he said its 800cvs. Which is a lie it's ************** I called the corporate office and filed a formal complaint directly. I am still without my medication. Being legally blind I can't drive after dark so I am forced to wait for my medication. I am in pain and hurting this wouldn't be happening if CVS done their job. This is how you treat the American Disabled shame on CVS
Business Response
Date: 11/15/2022
We appreciate ****************** bringing his concern to our attention. Field Leadership has investigated this matter and determined the following: ****************** had originally come to the store location and the medication was not ready when he arrived. The store was behind and ****, who is a newer pharmacist with us, had let ****************** know that they were a little behind but if he would pull around to the back of the line, he would personally fill the medication for him and when he came back around it would be ready. They asked politely and after speaking with ****, they politely again asked for him to even come inside and they would fill it. ****************** refused to move out of the drive thru until they were able to fill, and **** said that it would take a few minutes and that there weren't many cars in line and that those patients should be helped in the meantime and that he will fill it but he needs to pull around. ****************** then accused **** of refusing to fill when that was not the case. Field Leadership has aligned the team around best practices in case of a similar situation.
Customer Answer
Date: 11/16/2022
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.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

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,
*******

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CVS Pharmacy, Inc. is NOT a BBB Accredited Business.