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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

    • 2,162 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:09/15/2022

      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.
      I went to CVS Pharmacy 9/15/22 to get a Shingles vaccination. I live in ******* **, there is a local CVS in my neighborhood only **** miles from my home. On 9/14/22 I called the local CVS at ************ to see if I could get a shingles vaccination. *** pharmacist an Indian guy told me that I could not get the shot at the ******* location, that my insurance was not accepted. He sent me to the ********************* When I got to the ********************* I was advised that my insurance was not accepted. I called my insurance company whole at the Fairlawn location. I was advised by my insurer that it is contracted with CVS Pharmacy. I advised my insurer that my local CVS informed that I was not covered and sent me to Fairlawn. I placed my insurer on hold went over to the pharmacy from the ************ *** pharmacist put in my info and advised that I was covered. I received the vaccination. *** issue is I was misinformed by the ******* CVS. I drove **** miles from ******* to Fairlawn and then back from Fairlawn to ******* at **** miles. *** Passaic CVS could have given me the Shingles vaccination. *** Pharmacist was too lazy to check in the system. This also happened in this past Spring with an Asian Pharmacist at the ******* location. I was given the run around, so I did not get the vaccination in the Spring. I want CVS to reimburse me for the milage I had to drive unnecessarily. Reimbursement can be in the form of a gift card. Also, please correct this info with the ******* location, that ** Horizon does pay for the Shingles vaccination at the pharmacy.

      Business Response

      Date: 09/22/2022

      We apologize for ************************** experience and any inconvenience it has caused. We have notified Field Leadership who has assured us that he has addressed these concerns with the pharmacy staff.

      Customer Answer

      Date: 09/29/2022

      Greetings:

      I was not reimbursed for my gas, nor given store credit as a form of reimbursement in this matter. 

      Regards,

      *******

       

       

      Business Response

      Date: 10/12/2022

      As a courtesy, Field Leadership has informed us that the store will issue a $25.00 CVS gift card. They will arrange a pick up date/time with **********************.

    • Initial Complaint

      Date:09/15/2022

      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.
      I have been a member of CarePass for several years and in June renewed my annual membership. CarePass number is 476-3874-3367-24. I am supposed to receive $10 coupon every month but have not received this in the past three months. Have been calling for six weeks and spoken to numerous supervisors and at least 12 reps with no resolution. When I call back there is no documentation despite the fact that 4 supervisors said they opened tickets regarding this matter.

      Business Response

      Date: 10/10/2022

      We appreciate **************** bringing her concern to our attention. We have resolved this matter and confirmed that **************** has been able to log in and use her ExtraCare account. Our team has also called her and left her a message should she need further assistance. 

      Customer Answer

      Date: 10/12/2022

      The issue was not about my email and/or access to my account but rather that I had not been receiving my monthly $10.00 coupon since April. Since I filed this complaint I did receive a one time credit. However, I did contact CVS again and explained that my monthly credit is supposed to be on the 11th of each month and I did not receive it this month. The representative explained that the date had been changed to the 22nd and assured me I would receive my $10.00 credit every month on the 22nd beginning October 22nd.

    • Initial Complaint

      Date:09/14/2022

      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.
      I went to the CVS at ****************************************************************** store phone number ********** and they charged me twice in one week for the same order because they had my card on file. I called the store manager **** and he spoke to me in a rude manner. He told me there was nothing he could do and I need to talk to my bank in a very harsh tone then hung up on me. He made me cry and I had him on speaker phone so my fiance witnessed the abuse. I told him I was going to get in touch with corporate and he stated he did not care.

      Business Response

      Date: 09/19/2022

      We appreciate **************** bringing her concern to our attention. ***** Leadership reached out to her on 9/18/2022 and confirmed that she did get this resolved through her bank. Field Leadership has also followed up with the store manager about the service opportunities mentioned. 

      Customer Answer

      Date: 09/21/2022

      [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:09/14/2022

      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 went into a CVS location on 8/31/22 and made a purchase using the self-check out. During this purchase I selected cash back. The CVS associate came by me while I finishing my transaction and I asked her some questions about the self-check out machine since it was my first time using and it was not recognizing my coupons. After I asked the questions I left the store and did not get my cash back of $40. I immediately returned to the store within 5 mins and the store video showed another customer taking my money. I have not been able to receive assistance from the store, I have been waiting over 10 days for a follow-up call back from the district and regional manager. I can't seem to get any assistance. I have been what I see a valued customer from when CVS was Osco's Drugs and I can't believe the lack of assistance I am receiving. I would love to receive "Customer Care."

      Business Response

      Date: 09/20/2022

      While CVS is not responsible for cash back forgotten by customers, Field Leadership has informed us that the store will issue **************** a $40.00 refund. Please note that this is being done as a one-time courtesy. The store manager will be contacting **************** to facilitate the refund. 

      Customer Answer

      Date: 09/21/2022

      [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:09/14/2022

      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.
      Went to CBS to get my negatives and when I arrived H33**3633353732313334H told me they lost them. I called four people who didn&#**;t help me. I also called video films to so if they got my negatives but they lost them. The said "oh well." The negatives are images my family. They are irreplaceable.

      Business Response

      Date: 09/20/2022

      We appreciate ****************** sharing her concern. Field Leadership followed up with the store manager. Nobody at the store is familiar with an interaction with ******************, however, The Limit of Liability statement/ticket that the customers receive when dropping off negatives states that the negatives will not be returned and are not processed by the store. We apologize for any inconvenience. 

    • Initial Complaint

      Date:09/14/2022

      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.
      I need my blood pressure medication. For months we receive notification that scripts are ready and we go to the location and this is happened 10+ times the Scripps are not there and they are not ready after a notification confirmation or either me confirming on the phone when my husband gets here theres no script ready this involves pain medication blood pressure medication! Every time hes gone in the last four months hes been sent away Only to return hours later for the same script. when I call for a pharmacist or a supervisor or a regional manager no one is able to help me. I moved my medications to a different pharmacy because I was not getting any help from management or corporate so I moved the Scripps to a different location other than **************************************************************. Now theyre acting as though I picked up my blood pressure medication and will not get me my blood pressure medication and now Im having chest pains because they wont give me my medication! They are holding my life hostage!

      Business Response

      Date: 09/19/2022

      We appreciate ****************** bringing his concern to our attention. ***** Leadership has investigated this matter and found that ****************** was having an issue getting another medication due to the medication needing a prior authorization.  Store 675 was working with the doctor to obtain that prior authorization, but that was leading to the delay in therapy.  ****************** then transferred all prescriptions to store 3142.  Field Leadership followed up with the store in regards to the blood pressure medications.  It seems as though all of the medications have been sent to Rite Aid.  The store has tried to contact ****************** to see if he wants the prescriptions transferred back to CVS but no answer as of yet.  All blood pressure medications are currently filled at Rite Aid.

    • Initial Complaint

      Date:09/13/2022

      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.
      On September 4, 2022, I went to CVS to return some items and I was handed a slip stating my return was denied. I shop at CVS frequently and all the returns I have made have been with a receipt. I was never advised that CVS had this policy, nor was I forewarned that I would not be able to make any future returns. This policy is ridiculous. I could understand if I made returns without proof of purchase but that isnt the case. My Cvs telephone number is ************.The transaction id on the receipt is 88081294-800-cvs

      Business Response

      Date: 09/16/2022

      We are sorry that we cannot accept ********************** returns at this time. The CVS Return Policy, which is posted online and at each register, makes clear that we reserve the right to limit or refuse any refund or exchange and that all returns or exchanges are subject to a third-party verification process. This process is managed through the ***************.  A free copy of ********************** *** is available by visiting TRE online at https://***.*********************.  She may ensure the accuracy or completeness of any information in the *** by following the dispute process.  TRE's Customer Service Office can be contacted at ************** Monday - Friday, 8am-5pm PST or via mail at the following address:

      The ***************
      P.O. ****************************************************** contacting TRE, ****************** will need the transaction ** at the top of this slip, the ** number, full name, address, and phone number available.

    • Initial Complaint

      Date:09/12/2022

      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.
      CVS ************* **** never has parking so due to that I was never ever to pick up my pictures I recently went there yesterday to pick my pictures which was a waste of time I even paid for parking just for the lady to say they threw away my pictures how about calling someone stating that was going to happen when i usually go to cvs in lakeshore they tell me they dont throw away pictures for months which mines havent been there that long they need better customer service

      Business Response

      Date: 09/22/2022

      We apologize for Ms. ****** experience. Field Leadership attempted to contact ************** but her number was not in service. ************** may contact District Leader, ***************** at ************** should she want to discuss her concerns further. 

    • Initial Complaint

      Date:09/12/2022

      Type:Customer Service 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.
      On 09/02/2022, I witnessed the pharmacy staff petting a puppy that a customer had brought in. They dismissed the concerns of another customer regarding the unsanitary situation. I cannot believe that this is allowed in a pharmacy. They showed no concern for the health and safety of the public.

      Business Response

      Date: 09/16/2022

      In order to assist, we ask that ************ please provide the CVS location in question.

      Customer Answer

      Date: 09/20/2022

      [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:

      The location is  10776 *************, *********, ** 92126.


      Regards,

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

    • Initial Complaint

      Date:09/12/2022

      Type:Order 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.
      September 6 2022 I ordered on cvs app on line order and was send confirmation September 8 2022 delivery date on September 8 no update or delivery I called cvs customer service they said it's getting sent out packed in warehouse as of September 12 2022 no update confirmation or received my order even though I been charged I signed unfortunate care passmto get my stuff I order to be delivered since I'm disabled its hard for me to travel stores cvs seems there bait and switch on customers patients to make money and this needs to stop asap and I need my order asap also September 12 8:45am cvs member called tell me what's the issue I explained Gabe order number she was rude unprofessional professional and didn't care she tell me *** thing else I can help you with and passed me off and I had to tell her s**** ur self and hang up since I was being treated same way she treated me horrible business and cvs only lies bait and switch there games

      Business Response

      Date: 09/16/2022

      We appreciate **************** bringing his concern to our attention. Our Customer Care team reached out to **************** who indicated he finally received his order. Because it was later than the expected arrival time, our team issued him a refund. We will also look into his concern with the pharmacy employee to ensure it is addressed. 

      Customer Answer

      Date: 09/19/2022

      [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,

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

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

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