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.

  474 Washington St Weymouth, MA 02188-2911

• 

  CVS Pharmacy, Inc.

  1501 Bayshore Rd Villas, NJ 08251-2302

• 

  CVS Pharmacy

  940 N Main St Las Cruces, NM 88001-1124

• 

  CVS Pharmacy, Inc.

  2211 Sanders Rd # NBT4 Northbrook, IL 60062-6150

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:10/17/2022

  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.

  On June 6, 2022, I left off five single-use cameras to be processed, after which at no time did the store contact me. I called the store on several occasions, including today., On one occasion, I was assured that I would get a callback from the store and never did. Today I called and was told by the person answering that he would look for them. After literally more than ten minutes on hold, broken up by asking me how to spell my name a second time, I hung up. This was after calling the Customer Care number and being referred to the photo department. I was told that **** had transmitted the photos on June 15th. If the photos are not available, it means that no one at the store. processed them. Also, I was told that, after forty-five days photos are deleted from the system. I am hopeful that the photos may have been processed--printed and the CD made--and that somehow they were misplaced within the store. I am unable to attach the relevant emails (file types not accepted); however, I could copy-and-paste them into another, confidential email.

  Business Response

  Date: 10/24/2022

  We appreciate *********************** bringing this matter to our attention. Field Leadership has investigated and states that the store manager contacted Rada Salomon and received all of the photo envelope numbers.  They tried calling the store help desk to retransmit the orders but because it is past 90 days they are unable to resend the order to the store.
  
  The store manager also thoroughly checked all photo orders in store and unfortunately, none of the 5 orders were found, as it was processed in June. We apologize for any inconvenience. 

  Customer Answer

  Date: 10/28/2022

  [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:10/17/2022

  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.

  Target has such inferior guest experience. I wanted a simple transaction done - switch a charge from one mode of payment to another. They gave me the run around and still could not do it. I connected via Chat, called the store guest services, physically went there, then called Pharmacy, and physically went there. In all instances, I clearly stated my need. They asked me to come in to resolve it. I went in twice to the store and they still could not do it. There is such a lack of knowledge of what their systems can handle, and a complete lack of wanting to help customers among their reps.

  BBB NOTE: Initially sent this complaint to ****************** for response. Upon review, Target advises that response / resolution will need to come from CVS Pharmacy. Transferring to appropriate local BBB for handling via CVS Pharmacy record.

  Business Response

  Date: 10/25/2022

  We appreciate ************************ bringing her concern to our attention. She will be returning today after 6pm for a refund. She realized that she used the incorrect form of payment after leaving the store then returned on 2 occasions and the team told her they could not complete the refund then charge the credit card she wants to use as her form of payment. 

• Initial Complaint

  Date:10/17/2022

  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.

  On October 7, 2022, I went to CVS pharmacy to get my prescription drugs. But when I got home, I found that one of the prescription drugs was not my name, but the drug of a patient named ******. This prescription drug is called Bisoprolo. I checked the efficacy of this drug to treat hypertension and angina pectoris. This is dangerous for me because the prescription medicine I am taking cannot be taken with Bisoprolo. I can't imagine what harm it would do to my body and what a serious medical accident it would cause if I didn't look at the bottle carefully before taking the medicine. One CVS customer service representative replied my email on Oct 9. She/He said has contacted the leadership team responsible for this CVS Pharmacy location and a member of that team will be contacting you about this matter within 2 business days. However, I have not received any reply yet.

  Business Response

  Date: 10/27/2022

  CVS is in receipt of this concern. 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.

• Initial Complaint

  Date:10/17/2022

  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.

  I have been a loyal CVS customer since 2009, and have not switched to a local pharmacy because I do a lot of travel, and CVS is everywhere. I recently ran out of a medication I have been on since 2012, for which CVS has years of medical history. It is a controlled substance, but under **************** law, the pharmacist has the power to dispense a limited amount of the medication to tide the patient over until the next day, when their doctor can call in (it was a Sunday, and I could not get ahold of my doctor). Despite this, when I asked the pharmacist to exercise his discretion (which the pharmacy staff confirmed he had), he refused to serve me even though I presented him with a passport, and my ********** bar license (I am a lawyer). He told me "if ***************** cane here, I would not help him." In my mind, this is an abuse of discretion. The pharmacist admitted he would never under any circumstances dispense medicine to a patient who truly needed it, even with a valid claim. I believe the pharmacist was attempting to exert his power over customers, and was abusing his authority. I asked for his name, and he would only give me his first name, *******. This incident occurred at the CVS on *******************************************, at the corner of Rose in ******** ********** at 5:55 pm on Sunday, October 16. There are video recordings of the incident. The pharmacist also threatened to call the police because I asked for his last name to file a complaint with the board of pharmacists, even though I had a right to file a complaint. I would like this pharmacist retrained on the law surrounding giving medication to customers who require it and have a valid basis to request emergency relief. If he refuses to be educated, he should be terminated.

  Business Response

  Date: 10/17/2022

  On behalf of CVS Pharmacy, I would like to apologize to **************** regarding the matter that occurred regarding her prescription.

  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.  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 dispense a controlled substance prescription.
  
  If we can be of further assistance, **************** can reach out to our Customer Relations Department at 1-800-SHOP-CVS ***************) and reference incident number S-7166794.

• Initial Complaint

  Date:10/16/2022

  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.

  When I was at the checkout counter in June, a CVS employee recommended that I purchase a CVS Care Pass card, which according to her and the literature that she provided, would provide me with free delivery of my medication from the CVS pharmacy. I was billed $5 a month for the card. On Thursday, October 13, 2022, I called the CVS pharmacy to have my prescription delivered. The person (I believe that he was the pharmacist) who answered the phone told me that they only deliver to the ***************** and I live in the DC area. I had informed him that I had a CVS Care Pass card and that the terms of the agreement did not restrict delivery to the *****************. (The area where I live is at the border of ** and ******** and is less than a 10 minute drive to the pharmacy. Not only is this the closest CVS pharmacy in my area, but most (if not the majority) of the patrons of the pharmacy live in my area. Many of these people are seniors like myself). Sensing his frustration, I asked to speak to the store manager. Instead of referring me to the store manager, he referred me to his supervisor at the pharmacy. I explained the situation and also told her that I had had difficulty understanding the man. (Both she and the man had heavy foreign accents). She told me in a rude manner that they only deliver in ******** and that I was rude for saying that I could not understand the man because he has perfect English and she heard him speak. I asked again to speak to the store manager and told her that I had not understood why the man had referred me to her. When I was finally able to speak to the store manager she said that it did not make sense to her that my medicine could not be delivered and she gave me another number to call. She also said that she understood that my intent had not been to criticize the man's heavy accent but to obtain my medicine. Unfortunately, I was unsuccessful at reaching anyone at the number.

  Business Response

  Date: 10/18/2022

  We appreciate Ms. ***************************** bringing her concern to our attention. Unfortunately, Federal Laws prohibit the delivery of medications across state lines, regardless of proximity. Field Leadership spoke with the store manager, *****, who explained this to *********************************. She gave her the option of transferring her medications to a CVS location in DC, that the store would facilitate for her, so she can utilize the free delivery that comes with Carepass.She was not open to that option. The pharmacy is happy to assist her in any way she would like working within Federal Laws. The team will reach out to her again.

  Customer Answer

  Date: 10/21/2022

  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 have received the CVS response to my complaint. Unfortunately the store manager, *****, never gave me the option of transferring my care pass account to a CVS in **************.  In fact, she only gave me a number to call and I was unable to reach anyone on that number.  Obviously, had she explained the legal problems and assisted me in locating a CVS in **************, I would not have had to contact you. It is not true that I rejected such an option since she never discussed this with me. (Hopefully they have a recording of our conversation). She may have meant to do this but failed to provide me with this type of assistance.  Or, maybe she is simply trying to save her job.  Nevertheless, CVS should make it clear in its Carepass literature that medications cannot be delivered across state lines and that DC customers need to use CVS locations in **************.  Otherwise, an action could be brought against CVS for deceptive or false advertising.  I have cancelled my Care pass account.  Like you, I agree that both the customers and the store personnel should be courteous to each other.  That is why I was shocked by the rudeness of the pharmacy staff.  If you have an opportunity, please review the many, very horrible website reviews that  that particular CVS store has.  So many customers cannot be wrong.
  

  
  

  Business Response

  Date: 11/02/2022

  We regret that we have been unable to resolve Ms. ********************************* concern. We have shared her additional feedback with field leadership who oversees the store. 

  Customer Answer

  Date: 11/03/2022

  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 have cancelled my care pass account and will tell everyone that I know who might be considering purchasing a care pass account of my experience.  Although I may occasionally shop at the store for routine purchases since it is the closest CVS to me, I do not feel comfortable interacting in a major way with a store management, that would provide untruthful facts to the BBB.  Finally,  I am sure that CVS leadership is aware that false and/or deceptive advertising is also a violation of Federal (and state) laws.]  
  
  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:10/15/2022

  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.

  This is my 2nd complaint against this INCOMPETENT Store and Pharmacy at ****************************************************************** about getting my prescriptions. You said you would deal with them last month but that's was obviously a lie. I cannot access paying or delivery online or the app. When I called them THEY WILL NOT ANSWER PERIOD. Even your 800 number could not get them to answer and gave me no options. WHAT THE **** WILL IT TAKE? I AM DISABLED AND NEED MY MEDICINE. This is an early subscription but I cannot even explain that to them AS THEY WILL NOT ANSWER THE *** PHONE. I WANT TO CRY. PLEASE GET YOUR HEADS OUT OF YOUR ***** AND DEAL WITH THEM FOR GIDS SAKE. HAVE A *** BACKBONE AND STOP SENDING THE COMPLAINTS TO THE VERY ONES CAUSING THE ISSUES. DO YOU THINK THEY WILL DISCIPLINE OR FIRE THEMSELVES? *****. IF YOU CALL ME DO SO AFTER 2PM AS I HAVE SEVERE INSOMNIA AND I AM ALSO HAVING ISSUES WITH THE MINUTE CLINIC TI GET THE RAPID GESTING DONE FOR TRAVEL. HORRIBLE HORRIBLE COMPANY. I WANT TO CRY

  Business Response

  Date: 10/24/2022

  We appreciate ****************** bringing her concern to our attention. Field Leadership reached out to the store and the issue is now resolved. ****************** was contacted and they apologized for the gaps in service. Her medication was promptly filled and set up for delivery.
  
  This store has had numerous issues revolving system outages along with telephone issues. Those issues have been resolved and the store is getting an upgraded server. We did not accept this as an excuse, however, and have ensured ****************** that further attempts of communication from the customer to the store team will be in accordance with our CVS standards of care. She was also placed on Ready Fill and Text Alerts.
  
  Field Leadership will personally visit this store Friday and team up with the Pharmacy Manager to create an action plan with their team to prevent this from happening again. 

  Customer Answer

  Date: 10/24/2022

  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.]
  
  All lies and misinformation as no one contacted me. I was finally able to get ahold of the pharmacy late at night, so it is ******** that your phones were messed up. I got that same excuse back in August. Your whole system is screwed up and it will not change because of people like you that are too dam lazy to really know what all happened. Even your ************* is a joke. I also tried to delete and update my credit cards on the App and PC and it will not allow me to do so. It will not get any better while BAFONS ARE BRUSHING EVERYTHING UNDER THE **** IDIOTS
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:10/15/2022

  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 October 14, 2022, My parents are visiting me and helping with my newborn. I asked ****** and CVS for getting them Flu shot and T-dap Vaccine. The quote I was given by CVS tech is a couple dollars lower than ******* I took my parent in but was charged much higher price. Each shot is about 20 dollars more than ****** price. So the total is $260 instead of $160 that I was quoted. Their initial estimate/quote is competitive with ****** pricing. Thus I don't believe it is by chance or mistake.

  Business Response

  Date: 10/17/2022

  We appreciate ************** bringing her concern to our attention. The technician quoted a price for the regular flu shot however the flu shot was for an individual over the age of 65 so therefore they received the high dose flu shot which is higher than the flu shot for those individuals under the age of 65. The pharmacist said that she did convey the prices before administering the flu shots and ****************** husband paid for them. 

  Customer Answer

  Date: 10/18/2022

  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.

  When I inquire about the price, I specifically inquired about T-dap, flu shot price for people over 65 and under 65 because I had made inquiries with ****** previously and know there is a price difference. I was quoted lower prices than ****** price on all three. This is why we chose the store. I suggest the manager to review surveillance Tapes instead of listening to their technicians lies or excuses.  I made a note of what was quoted. For example, T-dap was $47 dollars when I made the inquiry which  is lower than the coupon price of $50 that  I found at GoodRX, and lower than the ****** price $52.48. However, when my parents came over 20 minutes later, the tech ended up charging my husband $67.78. My husband said he was never told the new prices. The last sentence he was told was: let me find better coupons. Out of trust for the business, concern of our newborn at home, and the risk of taking our elderly parents to another business, he paid for the jacked up price. I visited store again the same day, pointing out their initial quote of $47 and showing them the good RX coupon. They never denied quoting me the $47 and said their cant use the $50 GoodRX coupon but find another coupon and refunded me partial price. The whole transaction process from inquiry, to partial refund and to their recent explanation is full of lies and I am very disappointed of how I was treated. They are in possession of the security tapes and in the best position to clarify what happened. However,  instead of trying to fix the problem, the business try to deny the fact. I think this further shows that it is not just terrible individual behavior, it is possibly encouraged by the business to unfairly compete with other business and bait and switch against customer interest. 

  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,

  Xiaoyuan

   

   

  Business Response

  Date: 10/28/2022

  We regret that we have been unable to resolve ****************** concern. We have shared her additional feedback with Field Leadership so they may address. 

  Customer Answer

  Date: 10/31/2022

  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 are quick to deny in your first answer. However, upon my request to simply check surveillance footage to know that your employees lied to customers and overcharged me and continue to lie in your first response, it took you 10 days to do nothing. I will be surprised if field leader ever reaches out to me since they did nothing when I went to the store and complain on the same day. It takes a third party platform to get you to barely answer/forward a lie, it is a shame that you treat your customers this way. 
  
  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,

  Xiaoyuan

   

   

• Initial Complaint

  Date:10/14/2022

  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 10/10/22 I entered a CVS pharmacy store and requested to sign up for their free extracare membership program. During this process, I was unknowingly also enrolled in their Carepass program which has a $5 monthly membership fee. The same day I called and attempted to cancel the membership, and was told I must wait 24 hours. On 10/14/22 I called back and attempted to cancel the membership, and was met with pre-recorded message promoting a "free health safety device". I was not given the option to decline the promotion, and CVS continued with their pre-recorded message. After the pre-recorded message completed, the call was ended by CVS. I called at 5:10PM, 5:11PM, 5:25PM, and 5:26PM and received the same exact experience every single time. It was within their standard call center hours (which close at 6PM). Since I was not able to reach anyone via phone I attempted to cancel this membership online on 10/14/22. I accessed their CVS website and signed into my CVS account. I clicked on the link to cancel my membership, and it navigated me to the Carepass enrollment page. I re-entered all of my CVS account information, and was met with an error message saying "Sorry, this account is already enrolled in Carepass". I attempted to revert back to the link for cancelling the Carepass account, but it took me to the same page as before (enrollment page). Thus, it is very clear that CVS enrolls customers in Carepass without them asking, and does not allow them to un-enroll based on the instructions they provide. This is highly unethical business practice.

  Business Response

  Date: 10/17/2022

  We appreciate Ms. ****** bringing her concern to our attention and apologize for any inconvenience. 

  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 confirmed that ******************** CarePass membership was cancelled on 10/14/22.

• Initial Complaint

  Date:10/14/2022

  Type:Customer Service 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 am a permanently disabled senior citizen who has been trying to get 3 simple prescriptions filled by CVS Pharmacy at their store in ********************* **********. I have filled many previous precriptions there and I am listed on there web site for home delivery. I tried calling all day yesterday October 13th both the store and Corporate and just got the run a round. I cdid the same this morning and they did the same. Finally 2 prescriptions, not 3, are schedualled for delivery. I have called both store and Corporate and am put on eternal hold. BE EXTREMELY ADVISED, CVS DOES BACK GROUND CHECKS ON ALL OF ITS CUSTOMERS!!!! i HAVE BEEN FRAMED!!! tHEY LEAVE NO ROOM FOR IMPROVEMENT! tHEY ARE OUT FOR BLOOD!!!

  Business Response

  Date: 10/24/2022

  Field Leadership has made multiple attempts to reach Mr. ********* without success. Should ********************** need further assistance, he may contact District Leader, ******************************* at ************.

  Customer Answer

  Date: 10/25/2022

  [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:10/14/2022

  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.

  On October 11, 2022 I went to CVS to pick up a prescription for my daughter ******************************* . I was told that I had already picked up that prescription and if I want to get the medicine I would have to pay full price because the insurance was already charged . Prior to this day I had went into CVS to get my daughters medicine. However , the young lady handed me only a 10 day supply instead of a 30 day supply. I gave the medicine back to her at that time and explained I needed the full 30 day . I understood at that time how the mistake had been made judging that prior to this moment I had asked for a 10 day supply for my daughter to get her over until the insurance would pay again . With that being said they automatically gave me the 10 because that was the last thing filled at that location. I explained this mix up and gave the **************************************** to give him about 2 hours and he would have it ready , again that all took place on October 4th . I returned to the store on October ******************************************************************************************* I had already pick the medication up . I explained to them again why it may have looked that way because of the mix up on October 4th but they insisted that I had already gotten the meds. The pharmacist on duty repeatedly suggested that I pay for a medication that had already been paid for my ****** healthcare. When I asked to speak with a manager he kept telling me that they didn't have one . I asked for a store manager , and a district manager . Today is October 13th , I called the store to see if we can come to a resolution instead the Pharmacist on duty suggested that he sends my medication elsewhere because he no longer would fill my kids medication at this location. I tried to explain that the issue has still not been resolved and he disconnected the call.

  Business Response

  Date: 10/24/2022

  We appreciate **************** bringing her concern to our attention. ***** Leadership has informed us that after speaking with ****************, a resolution to her concerns has been reached to her satisfaction.  The Floater Pharmacist that oversaw the majority of this transaction will be formally coached for the lack of customer service in this situation.