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.

  1 Cvs Dr Woonsocket, RI 02895-6146

• 

  CVS Pharmacy, Inc.

  PO Box 53991 Phoenix, AZ 85072-3991

• 

  CVS Pharmacy, Inc.

  180 Somerville Ave Somerville, MA 02143

• 

  CVS Pharmacy

  940 N Main St Las Cruces, NM 88001-1124

• 

  CVS Pharmacy, Inc.

  2755 Canyon Springs Pkwy Riverside, CA 92507-0932

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:09/11/2022

  Type:Product 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.

  In June I switched my Carepass billing to pay annually from monthly, that is all. Im a long time CVS customer, my local store on ******** in ************ knows me as does Ygnacio Valley, but ******** is my store. That 1 simple change caused me to lose all Carepass benefits, EBs, my deep discount coupons (40% off entire purchase, 40% 1 item, free *********** gift, literally everything)! My routine is to search CVS in my email as no other company gives me rewards/coupons like ************* my shopping around my coupons/rewards. CVS is not cheap for household but thats not to be expected, theyre a pharmacy; their retail is for convenience but with my EBs, rewards, etc. they are the best price. I get amazing savings (saved $11k since 2015) & I loved their employees a lot except now NOT customer support by email/phone. So its not worth it to shop there w/o my rewards & coupons. I have contacted ************* support now for 3 months with nothing but lies, inconsistent info, inaccurate, & when I called in they showed me as a brand new a Carepass member! Excuse me? No, so they submitted a ticket as a I confirmed I have an email telling me my monthly reward is here, another confirming my annual membership, & the first rep submitted a tech ticket & said Id get a follow up confirmation for next steps - didnt happen. 4 more reps promised me full credit via email I responded asking credit for what - they said refund, so I said okay fine Ill take it Ill go to ********* then no refund ever happened. Over the course of 3 months Ive communicated with endless reps & a supervisor & was promised refunds & credits all of which never happened. I told them Im disabled & struggling with medication *********************** told me to get my Carepass sorted as I have 12 Rxs I need to transfer in for delivery. Ive been at this for 3 months & asked for an escalation, someone from corporate with AUTHORITY to make this right & was denied told they dont have that info?

• Initial Complaint

  Date:09/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a refill for generic Nuvaring on 9/4/2022. On 9/4/2022 at 10:15pm as I also picked up my daughters prescription which they also screwed up, I was told that the generic was out of stock, they only had brand which would be $300 out of pocket and the generic would be in on 9/6/2022. I returned on 9/10/2022 when I need it because it should be ready. ******* told me that my insurance will only pay for the brand and they are out of stock. An entire week and they still can not get a birth control order ready? Now I am out of medication, the pharmacy technician at drop off started yelling about me coming on a Saturday and got upset because I yelled back. The pharmacy practices are completely irresponsible, if you truly have been ordering this medication for a week and it has not come in, why have you not reached out to the patient or the doctor?

  Business Response

  Date: 09/16/2022

  We appreciate ************** bringing her concern to our attention. ***** Leadership has reached out to discuss ****************** concerns and will be addressing with his team. He gave her my direct number and encouraged her to call in the future if she has additional concerns.

• Initial Complaint

  Date:09/09/2022

  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.

  After switching insurance companies, I have been having an issue getting one of my medications covered. I spoke with a pharmacist last week who told me, if a prior authorization is denied that I can pay for it out of pocket. I called today and they are not filling it. I tried speaking with the pharmacist who did not want to give me any details and kept avoiding answers when asking for specific information. After awhile the pharmacist rudely said Youre way to hung up on the details. Which really hurt and made my depression and anxiety kick in. I started to get choked up while I was speaking afterward and explained how this medication really helps me. She giggled and sounded amused and continued to not be helpful. Now being a pharmacist she was looking at my medication history right in front of her, is that how you talk with a patient who has documented depression and anxiety? Also, maam to find out you have an undiagnosed mental disorder at the age of 35, to be prescribed a medication that has changed your life more than the current anxiety and depression medication you are already on, to have it improve your relationship with your family, and quality of life, to then be told even though I have a valid prescription from a local doctor they wont fill it, and then have the pharmacist insult me and laugh at me, you would be hung up too. This woman should not work in any customer facing role for people, she has no soul and frankly should not have a pharmacy license. She does not deserve it. Its disgusting to think a CVS pharmacist treats people this way.

  Business Response

  Date: 09/12/2022

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

• Initial Complaint

  Date:09/09/2022

  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.

  9-9-22 I was on hold for 45 minutes between the of hours of ***** to 12.15,so someone is not doing their job.My wife and spend a lot of money every month at store #**** ***** **************. in ******* and i should not have to sit with the phone to my ear that long. Would someone please speak to whom ever is in charge in that store and if he or she is not AFRAID they may hurt someones feelings,to please do THEIR JOB and take care of the situtation.All i am asking that someone answer the phone in a timely manner. There will be all kinds of excuses why they didn't of course,just ANSWER the phone.

  Business Response

  Date: 09/16/2022

  We appreciate ************** bringing his concern to our attention. Field Leadership has assured us that the pharmacy manager will emphasize to the team  the importance of customer calls in the overall scheme of customer service. It is of the same significance and deserves the same priority as customers that are visiting the  store in person. The pharmacist on duty will  be diligent in assuring that team stays adherence to workflow when doing consultation, safely dispensing prescriptions, administering immunizations,providing covid testing, and absolutely answering customer calls in a timely manner.

• Initial Complaint

  Date:09/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Vanilla Gift Card that did not work.

  Customer Answer

  Date: 09/19/2022

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 09/22/2022

  We confirmed that the pre-paid card was properly activated at the time of purchase. As a courtesy, we were able to have the pre-paid card deactivated and credited to the store. Field Leadership has informed us that ****************** will be coming in to the store for a cash refund. 

  Customer Answer

  Date: 09/26/2022

  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:09/07/2022

  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.

  I made a purchase using a money card and my credit card. When I returned the items, the full refund went to a money card. I spoke with a supervisor who said there was nothing she could do to override the system.I called customer service, was transferred to two different departments, neither of which could assist me. I was promised a call back. I never got a call. I called again, was given an incident number and assured someone would call me within 1 to 2 business days. Again, no call. This isn't the first such problem I've had with CVS. It's terrible customer service and even more aggravating that you can't get help by calling the company.

  Business Response

  Date: 09/07/2022

  We have reviewed **************** concern and see that her 8/21 purchase was paid using $23.57 in CVS money cards and the remaining $1.73 was paid with her **************** (Amex) card. Due to the amount paid with her Amex card being so small, we believe the system defaulted to returning it all to a CVS money card. That said, we have confirmed that ************ has since spent the full amount refunded back to her on 9/1, 9/3, and 9/4.

  Customer Answer

  Date: 09/08/2022

  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. 

  CVS has repeated promised me a call within 1 to 2 business days and I have not received a call. The dollar amount is not the point, it s the principle. $1.73 should have gone back to my **************** card at the point of return 
  
  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,

  *****

   

   

  Business Response

  Date: 09/09/2022

  We regret that we have been unable to resolve **************** concern. We feel all reasonable attempts were made to provide a satisfactory outcome. 

• Initial Complaint

  Date:09/07/2022

  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.

  [1] Recently lost access to phone number and/or email that is connected to CVS account(s).[2] I'm trying to create a new ExtraCare account on an online account but ran into an vague "unexpected / unknown" error.[2-a] Is this an attempt to get the user to contact **********************'s ******************** support? If so, it would be convenient for CVS to explicitly state so with clear directions.[2-b] If it is an error with the website due to its design or user's connectivity, (in which case the website sometimes allows this, but not in other cases, maybe in a randomized sequence), it would also be better for CVS to state clear instructions on avoiding this error.[2-c] If it is CVS's policy to map an account to a person's (DOB, SSN, address, etc), please state clearly to avoid confusion.[3] Could you clarify and help in creating a new rewards/ExtraCare account without being confused on what to do each time? (to avoid wasting resources on both sides - CVS and user/s)[4] Or purge/delete previous account(s) associated to avoid errors as website interaction continues? (Maybe the website is having an error with new information colliding with previous history without stating this in the "error" message)[5] I understand that there are support staffs at CVS glad to assist with this kind of membership issue on an ************ support line, but just wondering whether users can just create a new account for that moment.Can I/users mail the CVS's PO Box with a new number and the account number for association? Thanks for your time.

  Business Response

  Date: 09/09/2022

  We appreciate ************** bringing his concern to our attention. The Customer care team reached him and provided the following:

   He stated that he wanted us to purge any other accounts he may have had. We asked what exactly was he trying to do on the account. He stated he can see the ExtraCare account, but mentioned adding prescriptions for his children. Before we could continue, he asked us to confirm the telephone number associated with the ExtraCare card. Once we confirmed the telephone number, he quickly said he should be all set and ended the call.

• Initial Complaint

  Date:09/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a blood pressure monitor from CVS through instacart and received it on August 17th 2022. I went in a few days later to return it, i put my card in for the return as it was the card i paid with. i left and realized that instead of refunding the ***** - i was then again charged for the returned product on 8/23/22. not only do i not have the product anymore but now im out $128.90. i went back to the store and the manager said there wasnt anything i could do about it without the receipt. i told her that THEY kept the receipt with the returned item and she said she could not find it because it was too far back in the system and told me to call the CVS customer service number. i did, and they said they also couldnt help me but that i had to return to the store- after calling and speaking to the head of debit card transactions and fraud department. I then went back to CVS and was told to call the number again. Here i am on 9/6 without the original ordered & returned product but also charged double for it. They need to refund my $128.90.

  Business Response

  Date: 09/19/2022

  We appreciate **************** bringing her concern to our attention. Field Leadership has informed us that **************** was contacted and this matter has been resolved to her satisfaction. 

• Initial Complaint

  Date:09/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am required by my insurance to have refilled prescriptions filled with CVS. On July 27th I had a heart attack and the prescriptions where filled at the hospital due to me being discharged late at night. I have since tried several times to have my prescriptions transferred to CVS at required to have them refilled. I requested my heart medication to be transferred on 7/24/22 CVs needs to send a fax over to the original pharmacy they did not do that. On 7/28 I again online requested a transfer then drove to CVS . Was told by the pharmacists he had to fax over the transfer request but the other pharmacy is closed. I saw the fax in his hand . He gave me three pills since my prescription was out . On 7/30 he called and said he was not able to reach the pharmacy by phone he will keep trying. On 7/31 I called The other pharmacy to see what needed to be done to transfer the prescription. They said CVS needs to fax over the request. I then called CVS again and was very rudely told they are short staffed and the pharmacist wasnt in and she doesnt have time to deal with me and when I asked her name she told me it was why - I told her her name isnt why and she then asked why did I want to know her name I told her to file a complaint. She hung up on me. I have called CVS/ Caremark customer service a total of 6 times trying to get someone to help me transfer my prescription and I am just told to call the pharmacy for them to fax the request over they cant help me. Or to call my doctor and have them write a new prescription and send it to CVS. This is heart medication and I am completely out . The old pharmacy is 45 mins away from my house and I will have to leave work early to get it . I am again required to get my prescriptions that have refills filled at CVS and they wont even help me get it. Real nice for someone with a heart condition to get all worked up because they are made to go to a pharmacy that wont help

  Business Response

  Date: 09/16/2022

  We appreciate ************** bringing her concern to our attention. Field Leadership spoke to ************** to address her concerns. They were able to confirm that she has successfully transferred her prescriptions and they have been filled. 

• Initial Complaint

  Date:09/03/2022

  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.

  I received a billing statement from CVS Pharmacy for July 2022. The statement said I had an over due amount of $ ******. I paid this amount and have a copy of the check that was cashed from my account. CVS Pharmacy changed the company that they use to receive payments from around the first of July. I have spent hours on the phone and have not had any results on getting this payment accredited to my account. The phone number listed to call is for the previous company the used and they have no record of my account past July 1st. I was given another number to call, and with that call I was told they probably hadn't switched the information yet and not to worry about it. I also had a $ 70 debit listed on my statement that I didn't make. After another series of calls I found out that it is listed as a cash transaction that was placed on July 9th and processed on July 13th. The CVS Pharmacy card I have can only be used at CVS and does not allow cash transactions. ( I checked with my local CVS). The person I spoke to on the phone told me I could file a dispute and recommended I get a new card. I applied for a new card, but when I called the number they gave me to file a dispute, it was the same people I talked to that said they had nothing listed past July 1st., so they could not help me. I tried emailing about the problem but never got a response. Today I received a letter from CVS stating I still owed the $****** plus the $70. So nothing has been resolved and I have exhaused all avenues of communication to find answers as to why my payment isn't showing up and why I have a charge I didn't make.

  Business Response

  Date: 09/06/2022

  We appreciate ******************** bringing her concern to our attention. We have confirmed that the payment in question has been posted to ************************ account.  The $70.00 was a valid sale (not a cash advance). 

  Customer Answer

  Date: 09/06/2022

  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,

  *****