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Business Profile

Pharmacy

CVS Pharmacy, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pharmacy.

Complaints

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

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

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    Customer Complaints Summary

    • 2,157 total complaints in the last 3 years.
    • 723 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/03/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 called on Thursday 09/27/2022 to have my prescription filled. They said that there was an issue with my insurance and that if it was not resolved by Saturday 10/01/22 that I could just pay cash for the prescription. When I called on Saturday they refused to fill my prescription and now i will be without my medication for a week while I have my doctor call in a new prescription to another pharmacy.

      Business Response

      Date: 10/03/2022

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

      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 fill 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-7061280.

    • Initial Complaint

      Date:10/02/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      We have made numerous attempt to purchase my wife's blood pressure medicine but the company keeps putting the medication on hold--even after the doctor has called in the script to them multiple times. My wife is risking a stroke because the company with not allow us to buy the medication that the doctor has ordered.

      Business Response

      Date: 10/06/2022

      We appreciate ********************** bringing this matter to our attention. Field Leadership has attempted to contact ********************** without success. Should he need further assistance, he may call Field Leadership at ************.

      Customer Answer

      Date: 10/11/2022

      [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:10/01/2022

      Type:Product Issues
      Status:
      Answered
      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 paid for the extra carepass service at ***** a year to receive a ***** per month credit. I did for the first few months. Then it said next available would be 8/2. That passed. I called and they said they were working on it. Then 9/2 past and now we are going on 10/2 and it still says on the app next available 8/2. Ive called 6 times and each time they give me a different excuse as to why its not working. Apparently they switched it to a card my ex wife uses and I did not authorize that. When I ask them to put it on the card I signed up with, they continue to tell me to switch to another card, which again, my ex wife uses. I never asked them to switch. They can clearly see its not going to my card but Im almost 2 months, they cannot fix this. I asked for my ***** back and for them to credit me for the months I have not been able to use the card credit. Yesterday I received an email that it was resolved but when I go to the app, its clearly not still. Its frustrating that this large company cannot simply figure out how to change it to my card, but someone were able to switch it to another.

      Business Response

      Date: 10/11/2022

      We appreciate ************ bringing this matter to our attention. We have researched his concern and found the following:

      The August and September rewards got loaded on to the old ExtraCare card because there were some issues that didnt delete the old records of enrollment. This was resolved on 9/28/2022 and the October reward got loaded to **************** ExtraCare card. Although the app isnt reflecting the October reward, it is available until 11/1/2022. We have let IT know that the app isnt reflecting **************** reward when it was loaded on 9/28/2022.

      Since ************ was issued a refund of $48.00 for the annual fee on 9/29/2022, his CarePass membership was cancelled but he can re-enroll online or at the store.

      We will continue to provide ************ any updates.

    • Initial Complaint

      Date:10/01/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Today, 10/01/2022, CVS ******, **. Employees at this location willingly, and participated in scamming customers.At approximately 2:00 PM, I pulled in the drive through pharmacy window, was 4th in line, after approximately 15 minutes the line moved...............and kept moving! CVS employees took it upon their selves to close the drive through???????????? after parking and going inside, I was accosted twice before I could get to the pharmacy, both times wanting money for fundraisers I declined. After my 30 minute wait in line to pick up my prescription, I was accosted once again on my way out, this guy was good, he immediately befriended me, actually made me believe that we were acquittances, YES, I am ashamed to admit but I allowed him to scam me for $15.....................

      Business Response

      Date: 10/04/2022

      We appreciate **************** sharing his concern. Field Leadership followed up with both the Store Manager and Pharmacy Manager at this location, both have denied any knowledge of CVS employees asking for money for fundraisers. We do close our Pharmacys daily from 130pm to 2pm for lunch. It is possible that **************** was approached by other customers. Field Leadership reviewed our no soliciting policy with the team and reviewed expectations if they were to see anyone engaging in this kind of activity in or around our stores.

    • Initial Complaint

      Date:10/01/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Subject: Unprofessional behavior from Downtown ********* ** CVS employees Today October 1, **** around 8:20 am, I went inside CVS at ******************************************** to purchase some toilet paper. There was no one at the counter. So, I rang the bell. Then an older blonde-haired female clerk came out. She yelled, "Sometimes you just have to go to the bathroom" She yelled at me. I didn't say anything to her for her to make that type of statement. She didn't say good morning at all to me either. She was downright NASTY towards **** asked to speak with the Store Manager, ********************* Instead an Assistant female manager came out, Kelsy. When I told her, the female clerk yelled at me because I didn't know she was in the bathroom, she implied I was lying. I told her that wasn't the first time I had issues with that specific clerk. I asked to speak with the store director. She refused. I told her I'm going to file a complaint against them. She got sarcastic and said go ahead. I left without purchasing the toilet paper.As much as I shop at that location, I was treated in a demeaning manner by the female clerk and the assistant store manager.Hopefully this can be addressed.

      Business Response

      Date: 10/03/2022

      We appreciate ************ bringing her concern to our attention. Field Leadership apologized and let her know that they are following up with the employee to correct any issues and poor behavior. They have also offered ************ a CVS gift card for the inconvenience. 

      Customer Answer

      Date: 10/04/2022

      [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.  Everything was resolved and the CVS Executives took swift action along with the District Manager. Everyone was very concern and caring. APPRECIATE THEM!!!!!

      Regards,

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

    • Initial Complaint

      Date:10/01/2022

      Type:Product Issues
      Status:
      Answered
      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.
      REQUESTING A REFUND IN THE AMOUNT OF $35.16 FOR TRN #**** FROM STR #*****

      Business Response

      Date: 10/03/2022

      In order to assist, we ask that ******************* please provide more information as to why they are seeking a refund.

    • Initial Complaint

      Date:10/01/2022

      Type:Product Issues
      Status:
      Answered
      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.
      REQUESTING A REFUND IN THE AMOUNT OF $2.3 FOR TRN #**** FROM STR #*****

      Business Response

      Date: 10/03/2022

      In order to assist, we ask that ******************* please provide more information as to why they are seeking a refund.

    • Initial Complaint

      Date:10/01/2022

      Type:Product Issues
      Status:
      Answered
      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.
      REQUESTING A REFUND IN THE AMOUNT OF $17.93 FOR ORDER #********* REQUESTING A REFUND IN THE AMOUNT OF $12.44 FOR ORDER #*********

      Business Response

      Date: 10/03/2022

      In order to assist, we ask that ******************* please provide more information as to why they are seeking a refund.

    • Initial Complaint

      Date:09/29/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Sometime in the last month, CVS Corporate directed the transfer of my retirement account to a 3rd party company (************************) without notifying me or giving me the opportunity to direct the new retirement account to which the money should go.This has caused loss of $$ as the market has continued to slump as shares that would have regained value if left in place were liquidated at a loss. Additionally, I am now unable to access that account until the "verification and transfer" are complete.

      Business Response

      Date: 10/04/2022

      We appreciate ************** sharing his concern. This matter would be best addressed by our HR ****** Services team who oversee the retirement plan management. ************** may contact them at 888-MY-HR-CVS *************).

    • Initial Complaint

      Date:09/29/2022

      Type:Product Issues
      Status:
      Resolved
      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 a can of chocolate covered cashews. The can says "We guarantee you'll love this item or your money back". When I took the can back they refused to refund my money. I purchased the product and put it out for company. When I ate it I did not like it. Also they were gobs of chocolate with a cashew somewhere inside. They did not look like the pictures on the can, they did not look like cashews.

      Business Response

      Date: 09/29/2022

      We appreciate ************** bringing his concern to our attention. His feedback has been shared with our ***************** team. Please note that per our return policy, which can be found at CVS.com/returnpolicy, we reserve the right to limit or refuse any refund or exchange. If ************** please confirms his mailing address, we would be happy to send him a CVS gift card for the cost of the product as a one-time courtesy. 

      Customer Answer

      Date: 09/30/2022

      [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,

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

      1288 ***********

      **********, ** 48009

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

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