Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
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

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.

    Customer Complaints Summary

    • 2,158 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/28/2022

      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.
      In this past year, I have frequently filled my rxs at the CVS Pharmacy in Target at ****************************************************. On multiple occasions, I've put up with inadequate text communications re: medications because, despite the annoyance of the system's failure to process a prescription, the staff is pleasant and helpful when I call. That was not my experience today. And it has moved me to file a written complaint. Because I wouldn't have to deal with anyone you hire -- quality or otherwise -- if your automated text system informed me when there are problems filling a rx. Specifically, following regular appointments, my dr calls in 2 rxs. Sometimes it is too soon to fill them. Although that much is communicated by your text system, I get no notification re: what date the rx can be filled. And, when it can be filled -- even if it is only a day or two later -- I get no notification indicating that I need to do anything on my end for CVS to move forward with processing the rx at that time. And it goes unfilled until I have none left and am struggling to find time to call and make a mid-week Target run. Similarly & more importantly, if a script is on backorder or requires pre-authorization, I get no notification that the rx won't be filled until I call and ask about it. Meanwhile, while waiting for the text indicating my rx is ready for p/u, the other local pharmacies deplete their stock & run into the same supply chain issues and it becomes extremely difficult for me to fill the rx anywhere.Conclusion: You're a nationwide chain whose pharmacies need to be managed as if people timely need their rxs. People need to be told 1) when you can't fill their rxs and 2) when they must actively do something to further the process. It is more important that you communicate the bad news than the good. Moreover, you could avoid customer service complaints without changing staffing practices by having your automated system provide necessary communications.

      Business Response

      Date: 10/04/2022

      We appreciate ************** sharing her concern. If there are any additional details (specific prescriptions, dates, etc.) ************** provides, we are happy to look into them, but based on the information we currently have it appears our automated texts are working as they should.
    • Initial Complaint

      Date:09/28/2022

      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.
      In July 2022, I went to the CVS to purchase a **** card. $440 pluse $295 purchase price. When I opened the card10 minutes later, the card would not work. I discovered that the number on the pkg and on the card were different. Manager refused to refund my money. I contacted the CVS corporate office. They sent me back to the merchant who refused to refund the money.

      Business Response

      Date: 09/29/2022

      On behalf of CVS Pharmacy, I would like to apologize to **************** for the problem she encountered with a Pre-Paid card purchased at CVS Pharmacy.  At CVS, our goal is to make our customers'shopping experience easy.  When we find that we have disappointed a customer, we believe it is important to understand what happened, and to take the correct action. 

      CVS Pharmacy is responsible for the successful activation or reloading of these products, which can be confirmed on the original register receipt. CVS Pharmacy is not responsible for lost or stolen cards, or funds used without the cardholders authorization.

      We reached out to the vendor and verified the card was successfully activated at the point of sale. As a courtesy, we requested the card be deactivated and credited per request of ****************. Unfortunately, our request was denied as the funds were successfully sent to Netspend. We advise **************** to reach out to Netspend directly if she is seeking further assistance.

      Customer Answer

      Date: 10/03/2022

      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. 

       

      The issue is the number on the package is different from the card. I cant use the card!!! Out$440.00!!!

       

       

      *******

       

       

      Business Response

      Date: 10/03/2022

      As the funds were successfully sent to Netspend and CVS no longer has them, **************** will need to work with Netspend moving forward. 
    • Initial Complaint

      Date:09/28/2022

      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 use CVS Specialty for my Otezla medication and have been doing so since October 2021. I have a **pay card through Otezla and have used this since I started the medication. I received a new **pay card from Otezla in July 2022. I called CVS to apply my new **pay card and to order my medication on August 15, 2022. While on the phone with CVS, I was told that the ** pay card went through and I ordered my medication. On September 9, 2022, I received a bill from CVS Specialty stating that I owed $2,093.00 to CVS. I called CVS on September 12, 2022, and they informed me that I needed to speak with ****** regarding my **pay card. I spoke with a representative at Otezla on September 12, 2022. The Otezla representative informed that I did not have adequate funding on my **pay card to **ver the balance of the medication for that month and they did not know how CVS was able to charge the card for any amount. Ac**rding to ******, CVS charged the **pay card for $900.00, which was all that was left on the **pay card for the year. I was not advised of this by CVS during my transaction and would have never authorized this transaction had I known that there would be a $2,093 bill left for me. I was under the impression by CVS that my **pay card **vered the entire balance on August 15, 2022, (as it always has). There have been times in the past where CVS declined my medication to be refilled due to no funding on my **pay card at the end of the year. I have never been sent a bill prior, the order was simply declined. Not once did I authorize CVS to do this. The medication is still sealed and CVS refuses to take the medication back as well. CVS states that it is my responsibility to pay the balance, but I was never made aware that there would be a balance. Had I known that I wouldn't have refilled the medication at this time.

      Business Response

      Date: 10/07/2022

      October 7, 2022

      BBB serving Eastern *************, *****, ************, and *******
      290 *********************************************, Suite 102
      ***********, ** 01752-4705

      Complaint # ********

      To whom it may concern:

      This letter is in response to the correspondence we received from your office on September 28, 2022. Thank you for the opportunity to address the members concerns regarding their Specialty Pharmacy billing concern.

      Upon review, we have verified that the member utilizes a copay assistance card. Our Specialty pharmacy confirmed that the member had not authorized the medication to be shipped if the copay assistance card funds were depleted. As a result, the balance of $2,093.00 was removed from the members account. On September 29, 2022, the member was provided with this information. 

      Should you or the member have any additional questions or concerns, please do not hesitate in contacting me at **************.

      Sincerely,

      ***********************************
      Member Advocate

    • Initial Complaint

      Date:09/27/2022

      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 September 19, 2022, I was at CVS at ************************************************************************* to ask for a refill of my medication Trulicity. I was told at the time that I could not refill it until September 22, 2022; I have attached a document stating this information. On September 24, 2022, I asked to refill it but was told it was not in stock. I asked if it would be ready by September 26, 2022 and was told that it would be ready. I returned on September *********************************** stock. I said I needed to take it that day and I was told I could go to another store in the city. I am 70 years old with two back disorders and do not drive and it was almost dark at that hour; sending me to travel around the city at such an hour was hardly appropriate. I called in today, September 27, and was left on the line for an extended period of time. Clearly, my survival and need for medication is a low priority if I have to be given false information and I need to be sent on a wild goose chase all over the city at night. I had never had a problem before with this pharmacy, but suddenly to be left without my medication and to be given no guarantee that I would have it unless I went traveling is not acceptable to me. If they cannot provide it, I expect CVS to supply it and not have me travel distances on public transportation, certainly not at night.

      Business Response

      Date: 10/03/2022

      We appreciate ************ bringing his concern to our attention.  Field Leadership reviewed **************** concerns with pharmacy manager and store manager for this location.  Their findings indicate that ************ last filled this prescription on August 30, 2022 and prescription was not eligible for refill until September 27th. On September 27th, the prescription was filled and ************ was able to pick up.  It appears ************ picked up on the 30th. 

      It is unclear why ************ was not given this date from his initial visit on September 19th.  Also it doesnt appear there was any stock issues at this location.  The only issue identified is the insurance would not pay for the refill until September 27th. 

       The pharmacy manager is still looking into the matter of communication customer received. The pharmacy manager did not work during this period, and will be reviewing with the pharmacists.  The pharmacy will ensure ************ understands the next refill date to ensure this doesnt occur again. 

    • Initial Complaint

      Date:09/27/2022

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My prescription ran out. I received a text from CVS on 9/26/2022 that my prescription is ready for pickup. I arrived at the store on 9/27/2022 at 2:00 PM. The pharmacy was closed although the hours of operation are 8:00 - 5:00 PM. The Manager said the Pharmacist "closed the store again" and "was not going to reopen today". The pharmacy frequently has issues with service, being closed during open hours, and opening late each morning. I asked the Manager to get my prescription but she was not able to. I called CVS Customer Service. I asked the agent to ship the prescription. After holding, the agent transferred me to "Express". The "Express" representative said my information was wrong in the system. I asked them to correct my information, but they said they could not fix the information. I asked the "Express" representative to ship the prescription. The "Express" person transferred me to CVS.com support. The CVS.com person said they cannot help and would have to transfer me to the Pharmacy ******************* The Pharmacy ****************** said they would take my information and call me back within 3 days, but otherwise, they said they could not help either. At this point, I do not have a way to get the medication, the phone support is unable to correct my phone number, address, and contact information on the computer system, and the store is not helping to address the poor pharmacy service or with a resolution. The phone conversation took a little over 32 minutes. The issues with this pharmacy location happen nearly every day. On most days the issues are minor such as opening late, coming back late from lunch, closing the pharmacy in the middle of the work day then not coming back to the store. The location is ****************************************************************** (Store #*****)

      Business Response

      Date: 09/29/2022

      Field Leadership spoke to Mr. **********;yesterday. The store he is referring to had a medical emergency and was closed for roughly an hour while a replacement pharmacist was able to get there. Mainly there was a lack of communication from the store manager but he was able to have his prescription transferred to another location and they were able to send it to him in the mail.  The matter has since been resolved and training on what to do in an emergency will be followed up by Field Leadership and their managers.
    • Initial Complaint

      Date:09/27/2022

      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 a CVS online order( thia order is half store pick up and half shipping online)And i did receive a conformation email from CVS, but i never receive anything, when i tried to pick ** in the store, They said they couldn't find this order in their System, So i called the cvs customer service, So they said their system doesn't receive this order either, So i request a refund, then the cvs customer transfer me to extracare department,but the ******************** said they couldn't find this order when i give their my order number, So i am not able to get my refund! So my order was be charged and not exist in their system! AGAIN! They ate my Extrabucks AGAIN! It's not the first time already! Everytime It's take me so long time to called, explain, and i have to spend a lot of time on these things, Also if they cancel the order, all my coupons gone!

      Business Response

      Date: 10/03/2022

      We appreciate *********************** bringing their concern to our attention. Customer Care has reached out to them and replace the order honoring the previous pricing. They also issued the Extrabucks that would have been earned. Customer Care will continue an internal investigation to prevent this issue from reoccurring. 
    • Initial Complaint

      Date:09/26/2022

      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.
      Checked my bank account and saw CVS carepass charged my card 5 dollars for the last two months. Never signed up and never been in the store for over 6 months. How in the heck did they charge my credit card. This is fraud. Also when I called they said no one bought anything. Just signed up for carepass.

      Business Response

      Date: 09/28/2022

      We appreciate ************** bringing her concern to our attention. We have called ************** and let her know how she was most likely enrolled in CarePass and also that her enrollment was now canceled. We also let her know that we refunded the entire amount for $54.80. 
    • Initial Complaint

      Date:09/26/2022

      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.
      Please fix your online system so switching CVS pharmacies is not such a mystery/issue. It's great that your pharmacists now have a decent lunch hour but there is so much more than could be done to minimize unnecessary over-work by your pharmacies IF ONLY your online system were more robust. Issue: I rent in NCAL(*******************) in the summer and transfer my prescriptions to Store ****.. When leaving at end of August I take them off AutoRefill so they don't get refilled there. I physically go to my SCAL CVS to put them back on AutoRefill, ensuring that they will be refilled there(Store ****). Although I am guaranteed it is done, it isn't . 3 Prescriptions still were filled at Store ****. As a customer, I know I put prescriptions back on Auto-Refill but switching back stores is the issue. Somehow the prescriptions are locked in to the wrong store despite my best efforts and those of your pharmacists. Please ask your technical staff to look into this issue and fix it OR explain to me how to guarantee this won't happen again. Thank you.

      Business Response

      Date: 09/29/2022

      We appreciate ********************** bringing her concern to our attention. Her concern appears to be a store issue. Following her current process, when she visits the location Store ****, the store should transfer them from ****.

      While she does state the website should be more robust this actual concern doesnt seem to stem from a failure from an attempted online transfer but rather the failure of the transfer when she visited the store location. We also watched session replays and we did not find the customer making any attempts to transfer the RXs digitally.

      ********************** can transfer her prescriptions from the app or website, instead of visiting a store.  

      From the website, should sign in to her account then click Prescriptions then Transfer Prescriptions and fill out the necessary information.

      From the app, she should sign in to her account then click the Prescriptions tile and then choose Transfer a prescription then choose Transfer from CVS to CVS and complete the necessary information.


      Field Leadership has informed us that they have spoken to ********************** and resolved this matter. 

      Customer Answer

      Date: 09/29/2022

      [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:09/26/2022

      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 began approximately a week ago. When I moved to ********* I told CVS in ********** to change my address and she told me they did.I got a notification saying my meds was mailed to my old address. I then tried to call them . Was put on hold for close to 3 hours never did get an answer. Same thing next day. I finally called called corporate office they couldnt get them to answer phone but they did say they changed the address for me.This went on all week.I seriously need this medication as it a blood pressure pill. Doctors wont issue another order because this one has been filled I would like for you to contact them and have this issue made right.It could all have been prevented if they would have changed my address back in early August. I could still have been prevented if they would answer their phones. Being short staffed is what everyone is using for an excuse.Like I said earlier I have to take this medication and its 100 percent their fault I did not get it.

      Business Response

      Date: 09/28/2022

      We appreciate ****************** bringing her concern to our attention. Field Leadership has reached out to ******************* The demographic info has been updated on her profile and the prescription has been transferred to a location closer to her home now. She will be getting it shipped from this new location going forward.
    • Initial Complaint

      Date:09/26/2022

      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 Sunday, September 18th, 2022 I went the CVS location at ***************************************************. I went to the pharmacy to purchase Claritin D 20ct, for which I had a raincheck. The cashier didn't know how to use the raincheck so he called the manager, *******. When ******* took over the transaction he said he wasn't able to modify the price. I told him I'd just bought the same item with a raincheck the previous Friday at another CVS & showed him the receipt. He said they must have scanned a different ******** told him no, it was the exact item. He then asked why I didn't buy it ********* explained you can only purchase a certain amount of Claritin D at a time. He then insisted that he could not use it. I asked him if he would call the other store for guidance but he refused. He then made a remark about the date of the raincheck which I knew he was just looking for excuses. For one thing, CVS' policy which is printed on the back of every raincheck says "THIS RAINCHECK DOES NOT EXPIRE" & just recently he told me about someone having a very old raincheck where Bumble Bee tuna was around $.50 a can. He then went on to say he was not going to do it because he wasn't going to lose his job. When I asked him why would that even be an issue, he just repeated it again and said he wasn't going to do it. I was really upset because I had a manufacturer's coupon to use as well & that was the last day to use it. When I left the store I immediately called Customer Service & spoke to someone ***** who took my "feedback". I told him that this was more than feedback--I wanted to make a ************* wanted someone to contact me. He told me that wouldn't happen. I called again on Monday & told by **** that i would receive a call back within ***** hours on my service number (S6947533). When I didn't hear from anyone a called on the 22nd only to be told that both previous reps did not send the complaint to the correct ***** She escalated but I still haven't received a response.

      Business Response

      Date: 10/04/2022

      We appreciate ******************** bringing her concern to our attention. Field Leadership has reached out to ******************** and resolved her concern. They invited her in to accommodate her rain checks and Store Manager is awaiting her arrival. 

      Customer Answer

      Date: 10/05/2022

      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,

      *******

       

       

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.