Business Profile

Pharmacy

CVS Pharmacy, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

2,158 total complaints in the last 3 years.
720 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.

Initial Complaint
Date:08/24/2022
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.
CVS has a beauty club. They claim that if you purchase ******************************************************************************* online. Not so Out of 14 products, NONE are available in my store. I called CVS customer service, and asked them to send my product to my home with free shipping. Of course, he said no, and advised me to wait till the end of the month and check again. OK, but not really. As of today, no products. He also told me I could order it. Well, if he wants to spend another 35 bucks, to get free shipping, for a 2 or 3 dollar product, He should go for it.This is a calculated attempt to sucker customers into purchasing more products. It is FALSE ADVERTISING, BAIT AND SWITCH, AND UPSELLING, not to mention, unethical, greedy, and extremely annoying.
Business Response
Date: 08/25/2022
We appreciate **************** bringing her concern to our attenton. While we make every effort to ensure our stores are sufficiently stocked with promotional items,they are while supplies last. As a one-time courtesy, we have issued **************** a $10.00 Extrabucks coupon (maximum value of the offer in question). This coupon may be used in store or online and will expire in 30 days.
Initial Complaint
Date:08/23/2022
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.
Me and my doctor have asked several times to get my prescriptions filled for 90 days so my insurance will cover the medication, however even though my doctor sends a 90 day script request they still only fill it for 30 this is at the ************, ******** location a *************************** I have tried to resolve this several times even calling the company myself and it's just a phone tree and the people that you do reach are rude and sometimes even hang up on you which is ridiculous they need to be fired for that, I don't know what else to do other than file a complaint I have exhausted all other measures to resolve this
Business Response
Date: 08/25/2022
We appreciate ************ bringing his concern to our attention. Field Leadership has looked into this matter and validated that the prescriptions are being filled as written by the doctor.
Customer Answer
Date: 08/29/2022
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,
*******
I am rejecting this response because my doctor showed me that she sent it for 90 days on her computer screen and it also says it on the website but they still fill it for 30

Business Response
Date: 08/30/2022
The pharmacists has reviewed Mr. ************ profile and went back as far as January of 2022. Every time a doctor sent in a 90 day supply, they filled a 90 day supply. The times they did not fill 90 days, the provider didn't write for 90 days.
They assured us that they always fill 90 days when the provider sends in 90 days and they never change it to 30 days (unless insurance rejects it- which is not the case in **************** situation).
Initial Complaint
Date:08/23/2022
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.
On 9/17/21 CVS autorenewed my CarePass for 48$. I called them on that day to have it cancelled and they refused. Everyone I spoke with said I had to file a complaint with my ******************** I eventually got ahold of someone who said they would cancel and refund me. They ended up cancelling the membership but never refunding me. Since that time I have not been able to get a refund or the benefits for CarePass.
Business Response
Date: 08/26/2022
We appreciate ******************** bringing his concern to our attention. We have confirmed that the membership is cancelled and issued a refund in the amount of $48. We have left him a voicemail with contact information should he have any questions.
Initial Complaint
Date:08/23/2022
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 purchased a gift card and the gift card does not work. I returned to the store for a resolution and the store manager was not able to assist or resolve.
Business Response
Date: 08/24/2022
We appreciate ****************** attaching a copy of his receipt. Unfortunately, it is too small to view. In order to assist, we ask that ****************** please send an alternative photo or response with the transaction details. including store locate, date of purchase and total on receipt.
Initial Complaint
Date:08/22/2022
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.
On 8/19/2022 I bought ultra sim a pre-paid phone card for 37 dollar I put the sim n sign up for like it stat** n it didn't it didn't work so I reach out to ultra mobile to see if they can help me they told me that pin I just scratch of is not active for to me to go back to cvs to get a new 1 I went back with the receipt but I say because I scratch the the card I can't get a new 1 unless I buy it I told them that I ne** ** to scratch to get the pin to activate the phone but the pin wasn't activat** in the end they wouldn't give a refund for the card I paid so I fell like both cvs and ultra is scaming people on the prepaid phone cards
Business Response
Date: 08/23/2022
In order to assist, we ask that ********************** please provide the store location or number he purchased the card at, the total amount on the receipt and the transaction (trn) number from the receipt.
Customer Answer
Date: 08/24/2022
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,
******

Business Response
Date: 08/25/2022
While we were able to confirm the pre-paid card was successfully activated at time of purchase, as a courtesy, we have deactivated and credited the card. We have issued ********************** a refund in the amunt of $37. He will see the refund in 3-5 business days.
Initial Complaint
Date:08/22/2022
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.
Have tried for 3 Days to reach the pharmacy by phone. They do not pick up. I have waited over 30 minutes on hold for each call attempt. I am trying to get the remainder of a partial prescription that they filled on August the 3rd. I am a diabetic and must have the needle tips they have promised. Their website is a disaster with incorrect information. I am 79 years old and cannot be driving to CVS everyday to see if they have gotten my prescription in. That is why I am trying to reach them by phone.
Business Response
Date: 08/31/2022
We apologize for ******************** experience. Field Leadership has gone over over the importance of answering the phone with the Pharmacy Manager and techs. The Pharmacy manager has also reached out to **************** to address her concerns. **************** has transferred her prescriptions to a different CVS location.
Initial Complaint
Date:08/20/2022
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 am receiving NUMEROUS emails from this company.1. You are to immediately cease sending emails (within 24 hours)2. You are to disclose where/when/who and the ** address where you obtained my information 3. You are to COMPLETELY and IMMEDIATELY delete ALL my ************** are to ensure that ALL my information is COMPLETELY and IMMEDIATELY deleted from ANYONE who you may have shared or sold my information to.I will accept NO other response than what is stated above.
Business Response
Date: 08/22/2022
The email, ************************** is not located in our system. Furthermore, the email received did not originate from CVS Health. It is a phishing email, which CVS does not authorize. These phishing emails use the name of well known companies, such as CVS, in order to gain the recipient's financial or personal information. We advise ****************** not to forward or respond to these emails.
Customer Answer
Date: 08/23/2022
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 email clearly stated it was from CVS, the business did not respond in a manner required by the complaint, for this reason, I completely reject their response.

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,
June

Business Response
Date: 08/23/2022
As previously stated, the CVS in question is posing as CVS without our authorization. Scammers often use names of well known companies in order to obtain financial or personal information.
Customer Answer
Date: 08/25/2022
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 email, clearly stated CVS, you are not disclosing how/when/my email was obtained and put on your list. remove my information immediately and cease contact.

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,
June
Initial Complaint
Date:08/20/2022
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.
Date of transaction: 08/18/2022Transaction amount: Approx. $16.00-$17.00Issue/Complaint: *********** has false advertised the sizing of the pills provided in the CVS Health *********** Combo Pack for Sinus Relief. The box shows a photo of the pill size for both day and night stating that it is the actual size of the pill. There is no asterisk next to the words Actual Size on the box to indicate it might be an approximate value. I learned to notice that the pill size on the actual box verses the size of the actual pill is different by almost double the size. The actual pill located inside the box for both day and night are almost double in size from the actual size indicator on the box.
Business Response
Date: 08/23/2022
All CVS store brand products are tested annually to ensure they meet CVS requirements for safety, efficacy, quality and regulatory compliance. We are sorry that ******************** is not satisfied with this product. CVS Health brand items are 100% money back guarantee as noted on the back of the box. ******************** can return the product for a full refund at their store, pending out return policy, which can be found at http://www.cvs.com/returnpolicy.
Initial Complaint
Date:08/17/2022
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.
One day in CVS near *********. in Queens, a register employee said to me to I should update my CVS card. She said it won't cost me anything. Un be known to me that was a lie, they are actively taking $5.44 out of my account every and several times a month. I did not give CVS my banking information, I've call them three time to cancel this account they go through the motions with me on the phone saying it is done. Then the next month I see the recurring charge again. I have said I want my money back, but they keep saying they are not authorized to return my monies. Please help.
Business Response
Date: 08/23/2022
We apologize for ************************ experience. She was enrolled in Carepass with two different Extracare cards. We have cancelled both and issued a credit in the amount of $81.60 for both Carepass memberships.
Initial Complaint
Date:08/17/2022
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 Aug 8 i went to spend my cvs coupons i love so much and at checkout i rang up items i noticed it was a liltle to much so i asked woman to take items off the cart she said she did but on my reciet later i noticed them on it so i called and woman said immediately once i called that she had my reciept in the office ummmwhy i wondered but she insisted from that point in i never paid for the items once again its on my receipt but anyway so im there on the 11 with bells on and she is ready to talk with a paper printed out with scribbles and said again i did not buy the items im lost bc its on my receipt when you add up the cost yep i paid for it and at this time of us going back n forth a police officer comes up and kicks me out the store but mind you this woman during my visit is supposed to return 2 items i had bought on the 8 th but gives me back wrong amountagain im pissed! i am a sub contractor for this store for a certain card company and this woman called my work and had me put on a floater position once they find a replacement for me i am not allowed in cvs stores now buti was not an employee clocked in at the time of incident this is not fair to me or anyone else for that matter i want to speak to someone about my options and see about a refund. i have called cvs customer service three for millions times this week trying to get somone to call me back i dont understand how this is happening and she is getting away with it!!
Business Response
Date: 08/17/2022
We have reviewed ******************' transaction in question and confirmed she was correctly charged and refunded. Due to ******************' behavior towards the store staff, the police was alerted by other customers and ****************** was asked to leave and not return.
Customer Answer
Date: 08/17/2022
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,
*****
i Dont think anyone from this store is a good person to ask because of the bias here she is probably writing this back to me anyway i am not finished with this i was charged for the shampoo and conditioner that i did not wantim sorry you cant see what is obvious right front of your face or if its some computer hacker your not seeing my receipt!! look at it it is on there do the math its plain as day this is rediculous im calling corporate AGAIN!!!

Business Response
Date: 08/17/2022
We regret that we have been unable to resolve ******************' concern, however, we have reviewed her transaction at length and confirmed that the shampoo and conditioner was voided as reflected n the attachment.
Customer Answer
Date: 08/18/2022
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,
*****
hello cant you see its fake look at the date!! this transaction you pulled up says 8/9/2022 i told you this woman is a fraud! she is doing this me on purpose they think they are funny or dsomething please pay attention for me i know many things can go on at a place like this they are definitely trying to riin me and my life my son has had to change schools because of this woman now i loose my job no its mot right!! this is obvious a scam please check for me

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