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

  6197 Sunrise Blvd Citrus Heights, CA 95610-6834

• 

  CVS Pharmacy, Inc.

  2190 Bienville Blvd # 5739 Ocean Springs, MS 39564-3017

• 

  CVS Pharmacy, Inc.

  3825 S Noland Rd Independence, MO 64055-3344

• 

  CVS Pharmacy, Inc.

  7050 Allentown Rd Camp Springs, MD 20748-5333

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:10/23/2022

  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.

  This is regarding a previous complaint that remains unresolved. I had responded to the complaint with a request of a reasonable settlement, however, the BBB CLOSED my complaint. CVS located at ********************************************* had LOST a disposable camera I had dropped off for development. After I had filed a BBB claim the store had called me and said they could develop a future roll of film for me at no extra charge. I WOULD NEVER trust CVS with any film developing needs in the future, therefore, I had indicated I WAS NOT satisfied with the resolution and indicated a $50 gift card for CVS would be a reasonable settlement considering the the money I had spent on the camera and my time spent on this. However, now that I have to RE-OPEN the complaint I feel that at $75 gift card for all the time I have spent on this to get a resolution would be appropriate.

  Business Response

  Date: 11/02/2022

  We have revisited ****************' concern and Field Leadership informed us that as a courtesy, they will be issuing her a $75.00 CVS gift card. 

  Customer Answer

  Date: 11/12/2022

  [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,
  
  April Mosqus

• Initial Complaint

  Date:10/21/2022

  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 bought a Care pass from CVS. Every month they bill my credit card $5.00 on the 22 and they then give me $***** to spend in store before it expires also on the 22nd, It must all be spent at same time time. Additionally, CVS allows anyone that can give them my phone no. to spend my ***** or less and waste the remaining. For this month Oct. 22 someone on the 6th spent **** and wasted $5.01 at the ********* store. I spoke with CVS about this and they agreed to only apply the $5.00 wasted to my card. I have been to store and it is not there so I have cancelled Care pass for the second time now. I want CVS to refund the $5.00 to my credit card that they charged me this month. I have no family or friends that even have my home phone. They need to control this better and request ID because I was also told it happens frequent.

  Business Response

  Date: 10/31/2022

  We appreciate Ms. ***** bringing her concern to our attention. We have issued Ms. ***** a refund for one month of membership fees. If Ms. ***** is concerned that her rewards are being used without her consent, we encourage her to update or remove her phone number on her ExtraCard card. We have left Ms. ***** a voicemail and email to advise. 

• Initial Complaint

  Date:10/20/2022

  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.

  Entered by BBB staff CF Consumer was prescribed a nasal spray that did not work for her, so after the first filling, she called and told the pharmacy to not refill the perscription. She was told that her account would be updated and the medicine would be pulled and put back. When her son picked up her medication next, the nasal spray was included in the medicines, even though it should have been put back and flagged as not to fill in her file. When consumer went back to pharmacy, she was told the medication cannot be returned, and refund not an option, did not want to address the problem and was very disrespectful. Consumer asked to speak to manager, was told area director would be in touch several weeks ago. Has followed up at store level many times, but keeps being told she will be called, has not been contacted by business manager.

  Business Response

  Date: 10/24/2022

  We appreciate ****************** bringing her concern to our attention. ***** Leadership has contacted her and informed us that she will be receiving a refund for the prescription. 

  Customer Answer

  Date: 10/31/2022

  [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:10/19/2022

  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.

  Entered by BBB staff LO Consumer states she has a Care Pass and pays $5.00 a month to get medication delivered. She states she has ********* She states within the last year she was told they could no longer deliver her medication. She advised them she pays for the pass so they started delivering back orders of her medication. She states they then stopped delivering her medication again. She contacted CVS and they advised her it was due to her insurance. She contacted her insurance and they told her she had to contact the pharmacy. When she contacted CVS again they told her it was out of their hands because it was CVS policy but did not provide a clear explanation. Consumer states she has a friend who has the same exact insurance policy as her and she receives her medication in the mail from CVS.

  Business Response

  Date: 11/10/2022

  At this time, we are engaging with our team members to investigate and resolve ********************** concern as appropriate. CVS will provide a further reply soon as possible

  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. 

  I never heard back from CVS  

  Business Response

  Date: 11/29/2022

  We have reviewed ********************** concern. her insurance plan does not allow prescription delivery through CarePass. Our team has met with ******** through Gainwell and brought up ********************** concerns. They brought up the benefits of CarePass and ******** informed our team they would discuss further for consideration. 

  Customer Answer

  Date: 11/30/2022

  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,

  ****

   

   

• Initial Complaint

  Date:10/19/2022

  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 ordered wedding photos to be printed, as I had before at this location. I paid online and asked my husband to pick them up. When he arrived at the store, they refused to release the photos because they said we need a release from the photographer. First, we've never had that issue. We were given a USB drive with no release on the drive but told by the photographer we had free access to print any and all the photos. We used a random photographer and it will take a lot of research to try and find her again since we used someone in a city about an hour or so away. However, I told *****, the photo lab manager, that I would like a refund for the photos I paid for. She said they do not give in-store refunds and I'd have to go online. My online account does not give me the option of getting a refund online for the photos. I then called and spoke to *****, a manager, who said she could not help me. That is why I am contacting the Better Business Bureau. I would like a refund to my $17.09 online photo order I placed immediately or the photos to be given to me.

  Business Response

  Date: 10/26/2022

  We appreciate ******************** bringing her concern to our attention. The store did follow proper copyright policy. Typically copyrighted images from a photographer have a watermark or copyright on the back, but stores should receive written consent from the photographer before printing. Our Customer Care team has issued ******************** a refund and as a courtesy, they have offered a $100.00 credit to ************************ online account. Our team has left her a voicemail to advise. 

  Customer Answer

  Date: 10/28/2022

  
  
  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. 
  

  in reference to the copyright law, my photos had no such identifying marks that would lead to an objective conclusion, and I was not asked if we used a professional photographer. In order to avoid subjective and unfair application of the law in the future, please ask the customer if there is no watermark. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:10/19/2022

  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.

  Good morning!!! I have been waiting on a prescription for over two weeks. Every time my pharmacy says they are going to fill it, they do not. They are also NOT that busy and when I went in yesterday, there were four people working one of which not seemingly doing anything. I am so annoyed! These companies commit fraud with the insurance companies acting like they are helping the community but they are actually ************ themselves. I am tired of it and I want some accountability.

  Business Response

  Date: 10/26/2022

  We appreciate ****************** bringing her concern to our attention. Field Leadership has informed us that they are actively working on staffing in the store. They have brought on 6-7 new colleagues that are finishing up training. They have partnered with the field colleague trainer to help expedite training in the location to provide adequate staffing.  

  Customer Answer

  Date: 10/27/2022

  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 # ********. Staffing is not a reason to have someone wait weeks for their prescription that you have on hand. It took three people to fill my prescription with the pharmacist present. I work in the service industry. Staffing is no excuse for how I was treated and not accommodated on top of the fact that when I total up all the time at that store over the course of 3 weeks, CVS cost me over 3 hours of time. There is NO reason for that. The team needs a training in social skills because they are lacking. 

  
  Regards,

  Fair

   

   

  Business Response

  Date: 11/01/2022

  We regret that we have been unable to resolve ********************** concern and feel that all reasonable attempts have been made to provide a satisfactory outcome. 

• Initial Complaint

  Date:10/19/2022

  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.

  I just noticed my credit card has been charged $5 every month since May of 2022 for a care pass membership. I never signed up for anything. I want my money back. This is theft and from what Im seeing on ******* CVS is doing this everywhere to make sales quotas. Thats fraud just like ***** Fargo did by opening up fake accounts. They also did this to my husband and father because we all get our medication from CVS. I will be filing a complaint with TX Attorney Generals office. This needs to stop .

  Business Response

  Date: 10/19/2022

  We appreciate ************************ bringing her concern to out attention.

  Before any customer enrolls in CarePass at a CVS store or online, they must read and agree to the CarePass terms and conditions. They must also expressly authorize recurring charges to the card the customer provided in the amount of $5.00 monthly, plus tax if applicable.

  We have cancelled **************************** membership. As a courtesy, we issued her ExtraCare card a $10.00 reward and $30.00 refund for 6 months membership fees.

  Customer Answer

  Date: 10/27/2022

  [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:10/18/2022

  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.

  10/18/2022 ******************************************** was bitter about having a price adjustment for an error completed by a technician. I had waited in a line for approximately 20 minutes and then was told to wait while the script was filled. In the mean time, ********************** took me to a register to do the price adjustment from the previous error. I got a text on my phone that my script was ready at 4:46PM while ***** was assisting me. I asked if the script was ready and he said, "I don't know" and then walked away to the other register and said "next." I just stood there, as I was waiting for the script that I had already waited in line for. Approximately 20 minutes later, ********************** tells me "get back in line." So, I proceed to get back in the line I already waited in to pick up my script (again). The time of check out on my script is 5:24PM. The techs and ********************** all had nasty attitudes. I recommend that the video footage be reviewed and the code of conduct discussed with these associates.

  Business Response

  Date: 10/24/2022

  We appreciate ************** bringing her concern to our attention. ***** Leadership has reached out to ************** to apologize and address her concerns. He will also address all service opportunities with the Pharmacist.

  Customer Answer

  Date: 10/24/2022

  [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:10/18/2022

  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 previously filed a complaint with you and CVS said they would provide me with a refund on a gift card, which to-date I have not received. My prior complaint was Complaint ***********. Can you please follow-up with CVS.Thank you

  Business Response

  Date: 10/18/2022

  We apologize for the delay of **************' gift card. We have had it sent to the address he provided and he should receive it within **** business days.

• Initial Complaint

  Date:10/17/2022

  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.

  On Oct 11 around 4 pm I used the drive-up window to pick up prescriptions for my children and also my standard scripts. Although the lady at the window struggled with names and birthdates I was very patient and understanding. She stated the prescriptions for my children would be ready in 5 minutes or so and she could not locate my prescriptions. I was patient as I started to look online for my scripts that should be ready. She then told me to pull around so she could get the customer behind me. I thought that was odd because I had never been asked by the pharmacy to do so when they were close to completing filling a script. I still complied. I circled around and back into line which allowed two cars to be ahead of me. Once I found the scripts for myself on my online account, I called into the pharmacy. The lady who answered the phone seemed anxious, which made me anxious. As I tried to explain why I was calling, she often cut me off and spoke over top of me. I tried to answer her questions as she asked but found we were speaking at the same time. It was as if she was ******* me and that made me more anxious. I stated that I think we are both getting anxious and maybe should work this out. She told me she would hang up on me if I didn't answer her questions. I said I was trying to and asked what questions did she have. At that point she was hanging up as I spoke. I went inside to the pharmacy with my children. I stood at the front for some time while the lady at the drive up window glared at me. I finally said 'I would like to speak with whomever I should whenever they get a chance.' I did not get an acknowledgement. I stood there quietly. Finally, the male pharmacist shouted he was busy and I could stand to the side. When I asked if he was who I would speak to, he shouted at me, chastised me and threatened to call the police if I did not leave. I never got an opportunity to address the issue as he continued to shout and threaten while my kids were there too.

  Business Response

  Date: 10/24/2022

  Field Leadership has investigated ******************************** concern. They have determined that the store had no expediated ******************************** prescriptions as they had with his children's because they were not aware that she would be picking up hers as well. In regard to threat of police action, **************************** was upset and yelling at the pharmacy staff. Out of concern for the safety of pharmacy staff and other customers, the pharmacist threatening to call the police based on her behavior.