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:10/14/2022

  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 had two prescriptions that were sent in to be filled early in the day on 10/11/22 and one yesterday on 10/12/22. I waited 20 minutes on hold around noon (10/13/14) before I had to hang-up to call back later. I then called back around 5:00PM and spent over 30 minutes on hold; the person who subsequently answered the call immediately seemed to have an upset tone and did not seem interested in helping. I said I wanted to check on the status of a couple prescriptions and he replied that well, usually, you get an email or text when they are done. I replied I understood that but wanted to get an ETA on when they would be filled. He proceeded to rudely ask for my name and after looking, that he would see about getting them done by tomorrow. I mentioned that two were already on the 3rd day of waiting to be filled and he replied with another rude comment: Well then, that should tell you how behind we are and proceeded to end the call. That was after I waited 30 minutes to speak to a person.I understand things can get hectic but being too busy to perform an essential function like filling prescriptions in a timely manner seems problematic. It should not take four days to fill a prescription that is in stock and ready to be filled. Further, being condescended to just for asking about the status is unacceptable customer service. If I knew that this pharmacy was not able to fill prescriptions in a timely manner, I would have had them transferred elsewhere much earlier. I proceeded to contact CVS yesterday under (Incident (S-7145565)) and the only feedback was that they would look into the hold times for this location. I understand hold times may sometimes be long, but that isnt the real issue here.

  Business Response

  Date: 10/18/2022

  We appreciate ******************** bringing his concern to our attention. Field Leadership reached out by phone a couple of times without success.
  This location has hired and are busy training 3 new technicians to support the team and to supplement the staffing needs. Field Leadership is also sending overnight help during weekends to help the team execute better on promised times and workflow.
  

  Customer Answer

  Date: 10/19/2022

  [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:10/13/2022

  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.

  Hello,I recently made an online purchase with CVS. For the last four days, my order has been stuck in the "Processing" stage.I decided to call CVS customer service number. CVS.com or their ********************* could not tell me anything definite about when it will actually move to the "Shipping" status. I found this unacceptable. They should have more inside knowledge about my purchase order.

  Business Response

  Date: 10/18/2022

  We appreciate ******************** bringing this concern to our attention. The Customer Care team provided the following:
  
  We reached out to ******************** a second time and were still unable to speak directly with them. 
  We left a voicemail with our contact information and will make a final attempt to reach ******************** tomorrow.
  Order ********* has since shipped and was delivered.
  We have added $20.00 in Extrabucks to ************************ ExtraCare card as well.

  Customer Answer

  Date: 10/19/2022

  First of all, it's ********************, not Ms. **** because a first name is ****, does not automatically mean Ms. **** your mind open to that!
  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:10/13/2022

  Type:Billing 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 has been charging my credit card $5.43 for a program call "CVScarepass" which I have never authorized since October of 2020. I thought charges on my CC were regular purchases. When I recieve coupons with my purchases I had no knowledge that they were being generated because of a monthly program that I was being charged for. The times it was used was only because I saw a coupon on a receipt. These coupons apparently expire so there were many times they were not used although my account was charged. I have never been given any explanation of this service, the charges incurred for this service, and have never knowingly authorized this service, so I want to be refunded for these charges regardless of coupons being redeemed. I may not have chosen to make the purchases if I had know that I was in fact paying for the coupon itself.

  Business Response

  Date: 10/17/2022

  We appreciate **************** bringing her concern to our 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. Notification is provided that the authorization remains in effect until revoked and they can cancel no later than three days before the renewal date. 

  As a courtesy, we have refunded one month of CarePass fees. Rewards were redeemed 11 out of 12 months. We also verified that Ms. ***********;removed the hold on their membership in June of this year

  Customer Answer

  Date: 10/17/2022

  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. 

  [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:10/13/2022

  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 am filing a complaint against 2 CVS pharmacy employees. Im not sure 1st ones name but she was working at the consult desk on the day of the incident 10-13-22. My major complaint is for pharmacist *******************. I went to pick up my prescription just like I had done six days before And also every other month before that for the past two years but this time I was treated worse than ever and I never thought that would happen because Ive been treated horrible every single time. But this time I was told My insurance will not approve my meds when it has every time before and Neither my medication nor my insurance had changed. iTold him I had a flight to catch but they told me I would have to have it transferred to another pharmacy. But its a narcotic I couldnt just transfer it I had to have the doctor send it to another pharmacy himself and hes only in the office every other Tuesday so i wouldnt have my meds in time for my trip. But they didnt care I asked them why did they cover it last time and not now and the Pharmacist rudely snapped and said well things change but refused to look at me. I stood there for an hour trying to figure out what the problem was and they couldnt tell me. they just told me it could not be done. I was about to leave very mad when a different tech asked me if I wanted my other medication before I left, I told her no, I wouldnt be able to pay for it and she said well its no charge I said how did my insurance pay for this one but not that one and she looked at ***** and he then yelled at me I told you things change. So, I call my Insurance who said there is no reason they woundnt cover it and they called cvs. After my anthem call the pharmacy I was then notified, also very rudely by ***** that my medication would be ready in five minutes. It took An hour to get it when I should have been in and out. I want to know why he fought to give me my medicine when that is his job! Why did he want me to go elsewhere. Im beyond furious

  Business Response

  Date: 10/18/2022

  On behalf of CVS/pharmacy, I would like to apologize to ******************** for the problem she encountered with her local CVS.  At CVS, our goal is to be a trusted partner in our patients'health care.  When we find that we have disappointed a patient, we believe that it is important to understand what happened and to take the appropriate action. 

  Field Leadership has substantiated ************************ concerns. He has discussed this matter with the Pharmacy Manager and will coach the pharmacy staff accordingly on all service opportunities.

  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-7141597.

• Initial Complaint

  Date:10/13/2022

  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.

  Several days ago I had to have an emergency prescription called in at the ************ location. I usually use a different pharmacy because of previous issues with CVS.When my prescription was called and I waited several hours and then called to find out if the prescription was ready and I was told 20 minutes because they were currently working on it. I ran a few errands and arrived about an hour and a half later to pick up the prescription. There was approximately 10 people in line. Once I got to the counter I explained that I was there to pick up my prescription and I was told that they need it another hour and a half. I was upset because I usually only use the drive-thru due to my disability and the drive-thru was closed. I didn't say anything but decided again that I would no longer use CVS. Every day since picking up my prescription I have received 2 voicemails per day which is extremely annoying. I have asked several times to remove my phone number and I am still called two times per day. Please stop calling me I do not choose to do business with your company and I do not want to be disturbed anymore

  Business Response

  Date: 10/17/2022

  We apologize for ************** experience when filling her prescription. We have removed her phone number from all automated phone calls. We ask that ********** please allow 48 hours for her phone number to cycle out of our system. 

• Initial Complaint

  Date:10/12/2022

  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 purchased some cosmetics items that I was trying to return. These items were unused, unopened and completely resellable. When I purchased them, I paid with a digital CVS gift card I received from the Fetch Rewards app. However, when I went to return the items, I was told Im not allowed to return them because I used a gift card. For some reason, the system was not letting them put the refund back on a CVS money card. I asked if I could just have the refund in cash. It was literally a refund of 55 cents, its not like I was trying to scam CVS out of money. They said no. I asked if I could purchase something on the same transaction and just have the refund added towards the payment of the other items. They said no. I had another item I was intending to return that was also paid for with that same digital gift card, but I didnt even bother after they refused to return the first item. They simply said I wasnt allowed to return the item. Its not even just about the 55 cents I spent out of pocket, I also want the extra bucks back that I spent on the item. NO WHERE does it say if I pay with a gift card that I cant return an item.

  Business Response

  Date: 10/13/2022

  In order to assist, we ask that ****************** please provide additional information on the items she was trying to return such as purchase date and specific items she was trying to return. 

• Initial Complaint

  Date:10/12/2022

  Type:Billing 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 pick up a ************************************************************************************************************* my extra care account and talk to the store manager at Cvs on ************* Dr in ****, ** and he said that he heard nothing about fill 10 prescription and scan extra care account get $5 extra bucks

  Business Response

  Date: 10/17/2022

  We have verified that ************* received credit for the 90 day prescription picked up on 10/12. It processed on 10/14. Please be advised that it can take up to **** business days for these credits to process. 

• Initial Complaint

  Date:10/12/2022

  Type:Billing 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 July 15, 2022 I picked up two prescriptions. I was charged $164.70 and $282.78. I have had my insurance for more than a year and my co-pays are usually about $30. I asked the technician if the prescriptions had been run through my insurance. She said yes. The next time I picked up those prescriptions the technician working then said my insurance was listed incorrectly. I was told to call customer service. I called two times. The people I talked to indicated that they can do nothing and I should wait for a call back. That call never came. I would like a refund.

  Business Response

  Date: 10/14/2022

  We appreciate ************ bringing her concern to our attention. We reviewed the claims and the most current fills of the prescriptions. The insurance does not pay much towards the claims and will reimburse ************ the copay difference of what she would have paid for a copay as a courtesy. As a courtesy, we are issuing a check for $395.30. One copay was $30 and the other copay was $22.18. The store did not bill it incorrectly as the claim rejected from the primary insurance for refill too soon. 

  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 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:10/11/2022

  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 could not afford my prescription and asked for it to be removed from my file. When family member came to pick up another prescription, the tech sold it to family member and it cost ***** which I could not afford to pay him back. When I contacted customer service they said they can't accept returns. I am financially struggling due to this error on the pharmacy techs behalf. I would like a refund for the full amount.

  Business Response

  Date: 10/14/2022

  We appreciate Ms. ******** bringing her concern to our attention. Typically, once a prescription leaves the pharmacy, it cannot be returned. In Ms. ********** case, the family member confirmed that they wanted to pay the $90.00. CVS has apologized to ***************** but will not be issuing a refund as the prescription was not dispensed in error. 

  Customer Answer

  Date: 10/17/2022

  
  I am rejecting this response because family member that picked up prescription was unaware that the prescription cost $90.00. The pharmacy tech asked if he would like to pick up both prescriptions , but failed to mention the cost of the medication, plus this medication again should have been removed from my file because I asked  for it to be the first time, as I  can't afford this medication and can't take this prescription (Spiriva)  due to side effects
  
  
  Regards,

  ******

   

   

  Business Response

  Date: 10/19/2022

  We regret that we have been unable to resolve this concern and will share ************************ feedback with the appropriate parties. 

  Customer Answer

  Date: 10/19/2022

  I am requesting a refund or store credit for the purchase price because this was error of pharmacy that led to me financially struggling.

   

• Initial Complaint

  Date:10/11/2022

  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.

  date of transaction -- 9/28/22 I made an online purchase for a blood pressure device via ********************** online. There was a promotion that came along with this device that ********************** was offering, which included $20 in "Extracare rewards" with the purchase of the device. I purchased the device on 9/28/22, and noticed that the $20 rewards appeared in my account by 10/3/22. Additionally, once I saw the $20 extracare rewards show up in my account, I "added" it on the same day to my CVS extracare account in order to be able to use it at a future date. I have an email dated 10/4/22 showing that my "extracare rewards" balance included the $20. When I checked my account yesterday, 10/10/22, I noticed that my $20 rewards had disappeared. I have not used the rewards, so the balance should been visible to me, nor should they have expired because it has only been 1 week from the time I received the rewards in my account. I called CVS customer service and explained the issue that my extra rewards had disappeared even though i had properly "added" the $20 to my account on my side. The customer service rep is now telling me that they're unable to add the $20 even though it was not my fault and was a system issue on CVS' side. I have asked to speak to their supervisor in order to resolve this, however, keep getting put on hold without any resolution.I would like CVS to add back the $20 that i earned from the purchase on 9/28/22, which I also properly added to my account from my end.

  Business Response

  Date: 10/12/2022

  We appreciate **************** sharing his concern. The reward **************** references was no longer on his account because it expired on 10/5/22. Expired coupons and rewards may not be redeemed or reissued in accordance with our coupon policy. As a one-time courtesy, we have issued **************** a $20.00 Extrabucks reward. Please be advised that it will expire in 30 days.