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:06/03/2025

  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.

  Literally the worst CVS you could ever use. All the staff in the pharmacy are rude and disrespectful. It is always nasty and the drive thru window is so nasty you can not even see through it. Everytime I have had to pick up my prescription they are always playing. There is no need to tell them you are going to report their behavior because they just laugh at you. I do not understand why this activity is okay when you are handling medications. They are horrible Dont expect them to fill your prescriptions in a timely manner. these people are horrible and can cause a person death because they do not take getting your medications serious they think it is a game you tell the person their medication will be ready at 3 pm and when they call you make excuses of being short handed and that the medication is in a storage been and you do not have time to look for it. forget call corporate because the complaint department has been closed down. oh by the way they will tell you they can not find any medications for because they have been off for a week. Really. I am beyond upset and I want this is investigation

  Business Response

  Date: 06/06/2025

  We appreciate Ms.***** ***** bringing this matter to our attention and apologize for the difficulties she experienced.
  
  The district leader responsible for this CVS location has been in contact with Ms. ***** to discuss this experience. He has taken the necessary steps to address the issues raised by Ms. ****** reinforcing with the team the importance of good communication and patient care. Ms. ***** was appreciative for the outreach and resolution provided.

• Initial Complaint

  Date:06/02/2025

  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 had a prescription for ********* from my ortho sent on 5/5. I opted not to pick it up then because my pain subsided. Since then, some of the pain returned so I decided to fill it after it had been returned to stock. The CVS website stated when I was ready to pick it up, I just needed to request a refill.I submitted it at store **************************************************************************** at 5:53 pm. My mother and I were coming from an out of town appointment for her cancer treatment. We arrived there at about 6:11, but about five minutes before that, my order was updated to "returned to stock" again, order apparently canceled. I submitted it again.We reached the store, with my mother picking up one of her prescriptions. I also talked to the pharmacist explaining i tried to submit it and she said she saw it, that it went through, and I just needed to give them time to fill. We killed time in the store and the app once again kicked it to "return to stock". I assumed it was an error because I just talked to the pharmacist. Then after waiting 40 minutes, I heard two of the pharmacists talking about my prescription, indicating neither had started on it. We had to leave and gave up.I get home and submitted it AGAIN, and it was again canceled. I texted the pharmacy asking them to stop canceling. One of them tried to call while I was in the bathroom, then I get a text telling me it's too soon to refill.All I want is my prescription and neither using the refill option online, texting them, or talking to them in person has worked.

  Business Response

  Date: 06/09/2025

  On behalf of CVS Pharmacy, I would like to apologize to ************** Medico for the issues he experienced.
  
  The district leader responsible for his local CVS Pharmacy reviewed this interaction with the staff and made multiple attempts to connect with ************** without success. He provided direct contact information and will be happy to speak with ************** about this experience and steps taken to address his concerns.
  
  If we can be of further assistance, ************** can reach out to our ***************************** at ********************************* ***************).
  

• Initial Complaint

  Date:06/02/2025

  Type:Sales and Advertising 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.

  My father is a diabetic who is insulin dependent. A script was sent in for his insulin as well as several faxes to CVS which they continued to say that they did not get. Insulin is a life-saving medication for my father as well as many other people after the fourth time of faxing something over from the doctors office CVS finally said that they had received the fax. A few hours later, they still said that they were working on it and when my wife decided to go to the store to find out what the status was, they had told her that they werent sure if they had it all day, which is why they did not update her via text message once the script would have been filled. This issue has been going on since 9 oclock this morning.

  Business Response

  Date: 06/05/2025

  At CVS, our goal is to be a trusted partner in our patients healthcare. As such, we appreciate **************** sharing his concerns and the opportunity to address them.
  
  District leader, ***** has been in contact with **************** to discuss this experience and he was understanding of the situation. The pharmacy team will proactively order the medication in question to ensure availability in the future. **************** was appreciative for the outreach and resolution provided.
  
  If we can be of further assistance, **************** can reach out to our Customer Relations team at ********************************* ***************).

  Customer Answer

  Date: 06/10/2025

  [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,
  
  ******* ********* Ii

• Initial Complaint

  Date:06/02/2025

  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 June 1, 2025, I attempted to complete a lawful retail transaction at CVS Pharmacy, ************************************************, involving the purchase of a $200 gift card. I presented a valid, government-issued New York State identification card. The stores point-of-sale system failed to recognize the *** and staff categorically refused to escalate the matter, verify the ** manually, or provide an alternate means of verification.Instead, I was instructed to contact CVS Customer Relations. I followed that directive immediately. During the call, I was disconnected without resolution, was not provided with a case number, and received no follow-up despite the urgency of the matter.CVSs failure to honor a legal transaction, accept a valid form of identification, and provide reasonable escalation constitutes not only a breach of standard customer service protocols, but may also fall within the scope of unfair and deceptive business practices under state and federal consumer protection statutes. The complete absence of recourse, accountability, or remedy suggests a broader systemic failure, not an isolated incident.

  Business Response

  Date: 06/09/2025

  We appreciate ***** ********* sharing his concerns and the opportunity to address them here.
  
  To help prevent fraud and protect our customers from **************************** requires identification for gift cards purchased for large amounts.  We have confirmed that Mr. ********* successfully purchased two $100 DoorDash gift cards and one $50 DoorDash gift card in separate transactions, totaling his intended purchase amount of $250.
  
  Field leadership made several unsuccessful attempts to contact Mr. ********* by phone on multiple occasions; however, the voicemail box was full, and they were unable to leave a message. Attempts were also made via email, but to date, ************ has not responded.

• Initial Complaint

  Date:06/02/2025

  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.

  Better accommodations for individuals with disabilities. Half of the store is behind locked doors and theres never any staff available to assist. Moreover as a legally blind person, I need to examine my items in hand and using assistive technology which can make a lengthy process in of itself without having to wait five to ten minutes for a staff member to help me get an item. Not to mention the fact that personal care items are locked away making the experience embarrassing throughout my entire shopping experience. Online shopping isnt an option for me because they dont allow me to use the app to purchase items online with my OTC card nor do I have delivery service options. If theres a shortage issue effecting the store, its hurting the shopping experience of those who have disabilities and need assistance with literally over half of the store behind locked glass.

  Business Response

  Date: 06/02/2025

  In order to assist with any store concerns, we will need the store location to proceed. 
  
  We have shared ******** *********** feedback regarding the app with our digital team to review internally and ensure that all service opportunities are addressed.

• Initial Complaint

  Date:06/01/2025

  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.

  What in the irresponsible customer treatment did I just receive at this CVS location. Address is *******************************. It appears that lately you just hire anyone off of the streets or something. 8:06pm, June 1, 2025. First, I needed assistance to unlock your ridiculous aisle covers to get a silly deodorant. The first ******** there I asked ignored me, didnt look at me, and then started yelling all mad at another ******** saying this customer needs help!. The other guy who was blonde looked mad at the whole situation and then said Im sorry and helped me.All this time I was waiting for a prescription that I was told would take 20 minutes. After that time passed I went to consultations in the back at the pharmacy and a guy dressed in grey uniform was extremely rude. When I asked kindly about if my prescription was ready, he asked me for my info and said you know you can check that in CVS app with attitude. I replied of course but I had asked if it was ready and its been more than 20 mins and the app still says ready for tomorrow. He looked at me with disgust, threw some papers and left me hanging. He literally just went to do something else and left me there waiting without saying anything at all. I wasnt sure if he just pretended now that I didnt exist. I waited patiently and said nothing and just observed him to see if he was done with me or was coming back - at this point I was so confused as to what was happening. Eventually he yelled from a far away machine my last name and to describe the entire medication while I and to raise my voice. This seemed on purpose. He then said its ready. With more attitude. No one had let me know and app wasnt updated. CVS, I spend about $60 in this trip at the store. Is this the kind of treatment that is acceptable for anyone but specially for Extracare+ member. I demand answers here and repercussions. This cannot be the society we just accept we have. Please address accordingly. Thank you.

  Business Response

  Date: 06/04/2025

  We appreciate ********* De Los ****** bringing this matter to our attention and apologize for this experience.
  
  The district leader responsible for this CVS location conducted a thorough review of this interaction and made multiple attempts to speak with ********** ****** without success. He provided direct contact information and will be happy to speak with him about this experience and efforts to address his concerns.
  
  If we can be of further assistance, ********** ****** can reach out to our Customer Relations team at ********************************* ***************).

• Initial Complaint

  Date:06/01/2025

  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.

  Due to a corporate policy CVS is refusing to auto fill diabetic supplies "due to people's prescriptions changing to much." This is both absurd and foolish. I have been on the same insulin in the same amounts for over two years and generally get the same amount (3 100ml vials) per month and have done so for over 20 years. The only reason it changed two years ago is due to express scripts/cvs charging almost $300 for the insulins that work for me. Their answer is to call (and sit on hold for over an hour if you are lucky and don't get disconnected,) install a data stealing app, or sit in their building for an hour waiting for them to fill the prescription. This should not be this difficult and I should not have to make a monthly complaint to get my insulin from a pharmacy that is half an hour's drive away. My time is valuable (and if I billed for my time every month that would about $350 a month in contractor's hours.) They either need to fill my prescription or present me a method that isn't manufactured to waste my time and patience.

  Business Response

  Date: 06/03/2025

  We appreciate Mr. *** **** sharing his concerns and apologize that this drug is not part of our Ready Fill program.  
  
  There are numerous criteria that need to be met in order for a patient, drug, or insurance to be eligible for the ReadyFill program. Because the dosing of this drug often varies over the course of a patients therapy, at this time this medication is not a part of our program. The pharmacy team will schedule the next fill manually and they will reach out to him with order updates. Mr. **** is welcome to contact the pharmacy team whenever he needs a refill.
  
  If we can be of further assistance, Mr. **** can reach out to our ***************************** at ********************************* ***************) and reference incident number S-12658772.

  Customer Answer

  Date: 06/03/2025

  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.]
  Type 1 diabetes is a life time condition and things will change on a macro scale but I haven't had meds changes beyond types due to CVS's greed. I do not accept this. 
  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: 06/05/2025

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

• Initial Complaint

  Date:05/30/2025

  Type:Delivery 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.

  When I received my medication from this pharmacy there was a different medication in the bottle that looked like another medication that I take. This mistake disturbed my acid levels in my stomach and doubled the intake of another one. This mistake causes severe burning and infections. When letting the mistake be known and seeking the right medication I was told they took a picture of the medication that they placed in the bottle which is not what was placed in the bottle. They used a picture off of there computer or placed another in the bottle. One of the employees there has been very unpleasant towards me before by closing the window bars and not addressing customers. This needs attention and reprimanded. From a pharmacy on 2/2/25. I am going to try and find out the female name that doesnt seem to like me that didnt even address a costume. The picture attached is not the medicine that is supposed to be in the bottle. The bottle says ******** and the pills are ****** that I already take. This is not ok for a pharmacy or pharmacist.

  Business Response

  Date: 06/05/2025

  We appreciate Ms. ****** ******** for bringing this matter to our attention and apologize for her experience.
  
  District leader, ***** conducted a thorough review of this matter and made multiple attempts to speak with Ms. ******** without success. He provided direct contact information and will be happy to speak with Ms. ******** regarding her concerns.

• Initial Complaint

  Date:05/30/2025

  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.

  The incident occurs around 5:30pm on 5/29/2025. The pharmacist involved in this CVS location intentionally hid her name tag so I could not identify the name. She is a female, tall, Asian lady in 30's. She refused to refill a medication I took regularly, Zolpidem, for insomnia. She was very rude toward me and refuse the refill based on the reason I try to pick it up a couple days early. Even after I told her that I'm running out of the medication tonight and my doctor has authorized the early release, she told me to go away without checking my doctor's authorization. Her behavior is biased and discriminatory. The incident is very alarming because it involves medication for my well-being at a well know pharmacy close to home.

  Business Response

  Date: 05/30/2025

  On behalf of CVS Pharmacy, I would like to apologize to Mr.**** **** regarding the matter that occurred regarding his prescription at his local CVS.
  Ensuring that patients with a legitimate medical need have access to medication is part of CVS Pharmacys purpose of helping people on their path to better health.  At the same time, the abuse of controlled substance medication is a nationwide epidemic that is exacting a devastating toll upon individuals, families and communities. Pharmacists have a legal obligation under state and federal law to determine whether a prescription for a controlled substance was issued for a legitimate purpose; they evaluate each controlled substance prescription and consider a variety of factors when exercising their professional judgment as to whether or not to fill a controlled substance prescription.
  If we can be of further assistance, Mr. **** can reach out to our ***************************** at ********************************* ***************) and reference incident number S-13142348.

• Initial Complaint

  Date:05/29/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to express an incident that occurred today, 05/29/25, at your store located at *******************************************. I visited the store to purchase ******* and baby wipes. Upon checkout, the employee, ***** ******, unexpectedly requested my health insurance card. I was confused by this request for a retail purchase and asked her to proceed with ringing up my order. Ms. ****** insisted on seeing my insurance card, which ultimately led me to abandon my purchase and leave the store due to the prolonged and unaddressed nature of the request. As I departed, Ms. ****** dismissively waved her hand, which compounded my frustration and embarrassment.I subsequently contacted the store manager to understand the situation. During our conversation, I learned that Ms. ****** likely assumed I was enrolled in a state insurance program that provides assistance for baby items. This assumption was inaccurate and, frankly, insulting. I earn $72,000 annually and do not qualify for state assistance programs. The experience of being stereotyped based on appearance and subjected to such a public and demeaning interaction was profoundly embarrassing and ************** a loyal CVS customer and a former ******************** Technician, I am well aware of the company's commitment to customer respect and employee professionalism. This incident starkly contradicts the values I understand CVS upholds. Such prejudiced and disrespectful behavior from an employee is unacceptable and can severely damage customer loyalty.I request that this matter be thoroughly investigated and that appropriate action be taken to address Ms. ******** conduct. I believe it is crucial for CVS to reinforce its policies on customer service and implicit bias training to prevent similar incidents from occurring in the future. This experience has been deeply disheartening, and I sincerely hope CVS will address this issue with the seriousness it deserves to prevent other customers from enduring a similar experience.

  Business Response

  Date: 06/03/2025

  We appreciate Ms.******* ****** bringing this matter to our attention and apologize for her experience.
  
  District ******* ****** conducted a thorough review of this interaction and has been in contact with Ms. ****** to apologize. He has taken steps to address the issues raised by Ms. ******* reinforcing with the team the importance of good communication and patient care. Ms. ****** was appreciative for the outreach and efforts to address her concerns.
  
  If we can be of further assistance, Ms. ****** can reach out to our Customer Relations team at ********************************* ***************).