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, Inc.

  2211 Sanders Rd # NBT4 Northbrook, IL 60062-6150

• 

  CVS Pharmacy, Inc.

  PO Box 5222 Walnut Creek, CA 94596-1222

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: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.

  about 2 months ago i had a problem with the pharmacist at the above location so i made a complaint to the main office but they gave the complaint to the pharmacist i had the complaint on when she called me we had a heated argument and i hung up on her. since then they are not filling my prescriptions automatically and i am not getting notified when they are filled. i complained to A manager at the main office about this and i was told by ***************************** to find another pharmacy to get my prescriptions filled and there is no other closer one to use. I am 82 y/o and i am not supposed to be driving so this one is the shortest distance from my house. I just called to see of my Xarelto has been filled yet and it has not not been filled and i have only one left and it has not been filled yet. they are refusing to do automatic filling or automative call that will tell me when it is ready or that it needs filling. this is a sick and dangerous way to run a pharmacy. i need my Xarelto to prevent strokes so this pharmacist is playing around with my life. i think it is very sick that the manager tellls me to go find another pharmacy instead of resolving the issue between me and the pharmacist at this store. if she has a mental problem then she should not be holding peoples lives in her hand. now when i go to the drive up window and my prescription is ready i have to sit and wait up to 5 minutes before they will give it to me. there is more to say but i am running out of lines.

  Business Response

  Date: 09/26/2022

  We appreciate ******************** bringing her concern to our attention. ***** Leadership pulled her profile and put anything she was no longer taking on hold. They went thru each medication she is still on and made sure they are on ready-fill. They also ensured the store had the correct number to call and also followed up that her concerns were resolved. They gave her their contact number so if she had any additional concerns she can call.

  Customer Answer

  Date: 09/27/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  I don't know if my message went through on the BBB site or not.  My prescriptions are not on Ready fill. I had to call in Sunday to refill my Xaralto check and see I had to call it in I only had 1 tablet left.
  
  I called the field manager many, many times at both the number he gave me and the 800 number never heard back from him.
  
  This all started when I had a disagreement with the pharmacist that is when all my problems started with the refills and not being notified when my prescription is ready. 
  
  No one if wants to know what the disagreement was with the pharmacist that caused all these issues.
  
  I see you are taking sides on both the field manager and the pharmacist. That is  sick solution. 
  
  If I am being refused a solution I will not leave this pharmacy because it is the closed to me, but I will look into other means of help to get this resolved. 

  Business Response

  Date: 10/04/2022

  Field Leadership has spoken to the store again and they have reached out to ********************. Everything is on ready fill and available for her when needed. The store doesn't see any issues with her profile as of last week. The pharmacy will work closely with her at the drive thru.

  Customer Answer

  Date: 10/05/2022

   

  ***** 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. 

   

  they are not telling the truth I just had another prescription filled yesterday and again I was not notified. I had to keep calling to see when it is ready. I also gave them my new address weeks ago and they still gave not changed it. I called the pharmacy just last night to see why I am not getting notified and the pharmacist said she has no idea why.

   

  [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: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 May 6, 2022 I was erroneously charged 378 dollars for medication which CVS sells for $50. When I asked the pharmacist why it was so expensive she said because there is no generic brand. After paying the $378 I went back to my doctor to ask if there was an alternative and she said the cost was absurd. I called the CVS complaint number a few days later on ************* and they advised that the information provided to me by the pharmacist was wrong and that she should have informed me that it would be $50 with pre authorization.I was told it was not an issue and if my doctor submitted a back dated preauthorization it would be processed and approved and refunded. I called several times to follow up after my doctor submitted the same. Most recently I called today and was told by the representative that unfortunately the refund window has closed and its only 90 days. This response is utterly absurd given that I have been advocating for a refund since the beginning of May. After jumping through hoops to try and ascertain what CVS wants in order to rectify the over a billing error created by their pharmacist who is ill-informed I am now being left to contend with this nonsense that the refund window has closed. Im seeing the refund of the 378 minus the $50 I wouldve otherwise had to spend on the medication. Therefore I am seeking a refund of $328

  Business Response

  Date: 09/26/2022

  Although the claim is outside of our re-billing window, as a courtesy, we have issued a refund in the amount of $329.99. We have left a voicemail to advise. 

  Customer Answer

  Date: 09/27/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

  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. 

  As you can see in the history of this complaint number  #******** , CVS agreed to refund the amount owed on 9/27/22. To date no refund has been made.
  
  Can you please assist me?
  
  

  Business Response

  Date: 10/04/2022

  The check was just issued by the bank today, CK# *******. Ms. ******* should be receiving this check, in the mail, within the next week or so.

  Customer Answer

  Date: 10/11/2022

  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. 

  Thank you , I have still not received my refund.
  
  Regards,
  
  *********************
  

  
  

• Initial Complaint

  Date:09/23/2022

  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.

  0

  Business Response

  Date: 09/26/2022

  We appreciate **************** bringing her concern to our attention. In order to assist with the Covid-19 pandemic, CVS had temporarily waived prescription delivery fees. As of 3/1/22, the $4.99 delivery fee was reinstated and a notification was posted online when submitting an order for prescription delivery. 

  Customer Answer

  Date: 10/12/2022

  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. 

  See attached 

   

   

  Business Response

  Date: 10/19/2022

  We regret that we have been unable to resolve ******************** concern. We have shared her feed back with the appropriate parties. 

• Initial Complaint

  Date:09/22/2022

  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 have received continuous, annoying phone calls from this company about setting up a 90-day supply for my medications. I do not have any medications and I do not wish to receive these phone calls. I called the number listed in their voicemail *************) and spoke to two ridiculously unhelpful agents. I explained that I was not on any medications and that I wished to be removed from this list immediately. The first agent told me that she could not remove me from the list and told me to call some other number. I will not do that, these people will not further inconvenience me. I asked to be escalated to a manager. After waiting 3 or 4 minutes, I was escalated to an equally unhelpful manager. That woman told me it would take ***** days to get removed from the list, which is hogwash. I have worked in contact centers for over 15 years, it takes 20 seconds to remove a caller from a list, not 20 days. I expressed that this was absolutely unacceptable, to which the manager told me she would have me removed from this list, but couldn't promise that I wouldn't get calls pertaining to other lists. I do not wish to receive ANY PHONE CALLS from CVS for ANY REASON. This behavior is unacceptable.

  Business Response

  Date: 09/23/2022

  We apologize for any inconvenience this may have caused. We have removed ******************** phone number from all live and automated calls. Please note that it will take 48 hours for his number to cycle out of our system. 

  Customer Answer

  Date: 09/26/2022

  [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:09/22/2022

  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.

  Hello,I want to stop all automated calls/pre recorded message calls to my cell phone ************ for CVS all together. Including pharmacy reminders.I have tried to use the CVS app but it will not let me opt out. I also just called 800-SHOP-CVS and used the **** but it ended up saying the system is unavailable and to call back later and hangs up. I did not authorize automated calls to this phone number and want it removed. They make it impossible to stop the calls, I had to ****** search to find the customer service number to opt out!

  Business Response

  Date: 09/22/2022

  We apologize for any inconvenience this may have caused. We have removed ********************** phone number from all automated calls. Please note that it will take 48 hours for his phone number to cycle out of our system. 

• Initial Complaint

  Date:09/21/2022

  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 4/29/2022 I placed order number *********. The total original value of this order was app. $86. After using $30.18 in extra bucks/carepass rewards, $45.40 in coupons, $6.60 in sales, and my free beauty club gift that was originally $2.99, the total of my order was $.94. Later the same day I received an e mail stating due to a system error, your purchase details were not transmitted into our system. Because of this, your order was not successfully submitted. I have sent app. 6 emails and made 6 or 7 calls to customer care. The last two representatives finally attempted to put the order in manually and still could not get it to go in. I was told it was escalated to the technical team to resolve the issue and have my order processed. I have called twice to check on the status of this and still have not received any updates or my order. In addition, the value of all the promos and savings that I used was never credited back to my account to be used on a different order or so that I would be able to place this order again. I am seeking one of 2 remedies:1. Fulfill the order as originally entered with all discounts and savings applied for a total cost of $.94. 2. Credit my account with an extra bucks certificate for $85.47. This amount represents the total original price of all items ordered. This will allow me to re-order the items using the savings that were available to me at the time of the original purchase. These options only address the financial loss of the order, and not the hours of time, effort, and frustration that I have spent Attempting unsuccessfully to resolve this issue. I feel that in addition, it would be appropriate to provide some sort of compensation to address this as well.

  Business Response

  Date: 09/21/2022

  We appreciate ****************** bringing this matter to our attention. The Customer Care team provided the following:
  
  We replaced the order at no charge (#*********) and also added $20 Extrabucks to ********************** Extracare card.
  We called ****************** to advise, however, the phone number provided is not in service and we are unable to locate another contact.
  We sent an email to advise.

• Initial Complaint

  Date:09/20/2022

  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.

  9-20-22 I called in tears over my prescriptions and cannot remeber the whole conversation, but the pharmacist, young, fat, acne, at the drive thru window called me rude. I h *** told her not to talk down to me and call me honey and she stated it was endearment. A pharmacy degree does not give you the right to act like God. Her superior, arrogant attitude is typical of the CVS pharmacists I have dealt with. It is a shame she spent money on 6 years of education to act worse than a 5-year-old. If I had called her a name or ugly, fat, and pimple-face, I would have been rude. Yes, I am having a great time calling her fatso. I have 3 college degrees and am 40 years older. Never treat your elders like that. Learn some social skills.

  Business Response

  Date: 09/21/2022

  CVS Pharmacy is committed to treating all of our colleagues with dignity and respect. While we have firm anti-harassment policies, we have noted ****************** service concern and shared it with the appropriate parties. 

• Initial Complaint

  Date:09/18/2022

  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 joined CVS Pharmacys CarePass program sometime in the past. The $5/month is automatically taken from my checking account. A month ago I informed CVS that I wanted to close the account. I was told it was done (I talked to an employee at my local CVS store, and CVSs Customer Service line. They both told me the account was closed.)This month the $5 was stolen from my checking account by CVS.I want this matter resolved and my money returned to my account.

  Business Response

  Date: 09/27/2022

  We appreciate **************** bringing his concern to our attention. Our CarePass team has attempted to reach him for additional information but have been unable to do so. **************** may contact **** at S-6962231 should he need further assistance. 

• Initial Complaint

  Date:09/16/2022

  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 transaction8/5/22..Date if refund 8/8/22...Was only refunded 16.10...Purchase was 22.47....The refund register screen said 20 percent employee discount! I said I am not an employee and haven't been since 2018!..The mgr continued to tell me there was employee discount on my purchase....I DO NOT get a discount on any purchase..! But any refunds I do they take additional 20 percent off of it!!! That's not legal to take out additional money on a return..This has happened before and It's not right.! ...I called CVS 5 times..Never would refund additional money to my credit card tht they took out...And No answers or calls back.....If I was to buy something today and return it Same thing would happen..I will take a picture of the screen if need be for additional proof....Please help..This is not right Exspecially for a Corporate company... I want the additional amount refund to my credit card and this problem fixed so I do not have to continue to have this happen again and again....

  Business Response

  Date: 09/20/2022

  We appreciate **************** bringing her concern to our attention. When a former employee uses their discount card to make a purchase, they are not given the discount, but when they make a return, the discount is deducted.  This is a known issue which we are working towards resolving.  If **************** wants to avoid this in the future, we suggest she register for a new ExtraCare card at the store or online at CVS.com.   
  
  We have refunded the difference of $6.37.  **************** will see the refund in 3-5 business days.

  Customer Answer

  Date: 10/02/2022

  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:09/16/2022

  Type:Sales and Advertising 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 14, *****. I went into CVS on ****************** ton. I went to get my second Does a shot for shingles. The Young man I asked me for my I,D I filled out some paperwork then I left. I received a call from *** an employee of the CVS pharmacy telling me that You had my I, D that you forgot to return it you. On 7/16/22 *********** daughter went to pickup my I.D everyone said to my that they were not swear Of what I was talking about. I explain to the staff about the txt I had received from ***.He not working h*** b back on Monday ok no problem Ill come back then.on Tuesday I returned again same story.Then Im told that my I.d Was thrown away. I had just renewed I.d cause it expired on my birthday.Now I have no I.d at all. It take I,d to get I.d I cant get a job or prove who I a.m. I dont have the money to get another one. I have to make an appointment to get Another one. How do you just Throw someone ?? a way.My daughter went

  Business Response

  Date: 09/23/2022

  We appreciate ******************** bringing her concern to our attention and apologize for her experience. Field Leadership has looked into this matter and found that the ** in question was a paper copy and not the original. According to the pharmacist, ***, the ** was at the ********************** for over a week until it was thrown out in the store's confidential waste.