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

2,157 total complaints in the last 3 years.
725 complaints closed in the last 12 months.

If you've experienced an issue

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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:08/16/2022
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.
We bought a CVS natural fiber supplement from a CVS location in ************* (500 **********, ************** *****) at a cost of $22.49 on Aug 14. I found that the price was higher than the same product online at a cost of $21.49. I don't understand why it is $1 higher in store, which doesn't make sense.I want the refund of such a price difference back to my credit card.
Business Response
Date: 08/17/2022
We appreciate this concern being brought to our attention.
Some items may cost more at CVS than at some competitors' stores, while others may cost less.Our prices on some items may also differ from store to store (and on CVS.com).This may be due to the local competitive environment or related to our cost of doing business, which varies by location (and online). We feel that if our customers shop at CVS Pharmacy regularly and take advantage of our weekly specials and our everyday merchandise, they will receive substantial overall value.
In addition, our website does note that prices may vary from online to in store
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,
Xuan
Initial Complaint
Date:08/16/2022
Type:Delivery 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.
CVS.com order # ********* On the CVS app, I added various *********** as well as manufacturer, coupons to my card BEFORE placing an order. I placed the order above and all ********** and manufacturer coupons were applied to my order except for one $5 coupon. It remains in my "on card" section of the app whereas all others got removed once redeemed.I called cvs.com customer service and received the worst customer service, which now causes me to have to waste even more of my time writing this complaint. I explained the situation to representative ***** and he responds "manufacturer coupons are valid for in-store use only so that's why it did not get applied". That is false! The app clearly states on the coupon "Redeem in store or online" so I do not appreciate him making up a response just to try to end my call.I pointed that out to ***** so he keeps poking around and says he thinks he can get me a $5 credit and puts me on hold. He then comes back and says "it's a manufacturer coupon so we cannot help you". Bottom line, my order meets the criteria for the coupon and it's your app that is messing up. Someone needs to get me the credit. I shouldn't have to work this hard to get accurate orders placed. I did have this issue one time in an actual store and when the cashier manually keyed in the coupon's code then it worked, but for whatever reason the system didn't automatically apply it like it does 99% of the time.Images attached of the coupon/order.
Business Response
Date: 08/26/2022
We appreciate **************** bringing his concern to our attention. The Customer Care team provided the following:

We were able to speak with **************** and advised that the coupon was not valid on the items Mr. ***********;attempted to purchase.
Due to the inconvenience he has experienced, we have issued $5 in ExtraBucks and (2) $10 ExtraBucks which he was satisfied with.
Customer Answer
Date: 09/09/2022
[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:08/16/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
CVS returns refunds items back as credit when its purchased as debit and they never give you an option to put in your debit card number.
Business Response
Date: 08/16/2022
In order to better assist, we ask that ****************** please specify whether the purchase/return was done at the store or online and any relevant transactions details.
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.

It happened in the ******* **********
Business Response
Date: 08/29/2022
We appreciate ******************** providing clarification. Often times, refunds will be processed as debit to expediate the refund process. Refunds processed as debit typically take 3-5 business days to process, whereas credit can take up to 5-7 business days.
Initial Complaint
Date:08/16/2022
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.
Date of Injury/Attack Feb 28 2022 4am CVS uses a 3rd party **************** Advanced Gaurdian at CvS location ********************************************************************** Link to the Assualt video by CVS Security https://youtube.com/shorts/M8IynUFhQ0c?feature=share Dispute Details 3:30 am I go to CVS to buy an energy drink and a pizza.I'm a regular consumer at this location during these early hours and generally know the staff by face and the security. This day was a new security gaurd. The gaurd would follow me around the store peaking through shelves and over counters blatantly watching me. I felt disrespected but I figured the gaurd was just new and trying to do his job so I didn't pay him any mind. But when I go to purchase my item the Security harasses me about my delivery bag i have on. I told him to stop harassing me about the issue. He had stated some type of protocol that I needed to leave my bag in the front in the future. But he had kept badgering on the issue after I made challenging comments about my bag yet not disagreeing with wat he said. He felt the need to escalate the issue due to my challenging comments. I told him stop harassing me.He pulled out his phone and started filming me. Something I've never seen security guards do. I felt extremely disrespected. I pulled my phone out to film the security guard as well. We began to insult each other verbally. We exchange words but then he punches me in my left eye and warns me to never talk about him.I fall down out of my sandels and my vision is blurred for a bit.Cvs staff that was at the register witnessd everything and was extremely negligent and refused to answer any questions when I called the police.I left the scene due to escalating energy.I place a complaint with CVS that same day.The insurance agent calls me and informs me the security company has liability and not CVS due to a clause.This is not what lawyers have told me when I have consulted with them. Lawyers have told me its a s
Business Response
Date: 08/23/2022
******** tendered this matter to *************** as the security guard involved in altercation worked for our security vendor -Protos. We have the insurance company name, ******************** and a policy number of EOL028846304.
Customer Answer
Date: 08/31/2022
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.]

I've followed all required steps no one is getting back to me and I have no compensation for being assualted.

The security company protos says you do not have any liability to clause with them. Your insurance agent ***** for sedgewick has made allegations your company isn't liable due to a clause with your third party security company. Unfortunately someone is lying and someone has to take responsibility immediately.

At this moment CVS is liable due to premises liability. If your insurance agent and security company are unable to produce appropriate resolutions then this is negligence that your company should have investigated properly befor hiring this company.

Again you can try and contact the insurance adjuster for Protos as I have already. But there is still no response on a resolution or call back.

I regret to tell you. You must compensate me for damages owed immediately. You have had more than adequate time to provide an appropriate resolution and I have had to deal with an escalation of events.

As I said befor I have contacted your **************** both Protos and Advanced Gaurdian and we have no resolution and no communication. This is negligence that you as a company running a business on the premises you rent/own are liable for due to premises Liability.

Again I have contacted two different companies in which you gave me the contact credentials for and i have no resolution and communication from them. Thus producing no clause that negates you of Liability. Why is your insurance agent unable to get a hold of Advanced Guardians proper insurance. This is negligence. I am now feeling as if I'm being discriminated against.

I need immediately relief from the issue. I'm asking you again to settle this issue and recognize your liability or create the appropriate resolution..

delaying liability and insulting my injuries further is damaging.

How will we be settling this issue appropriately please let me know. as of now ive followd every arrangement you have provided naturally.

Now is the appropriate time to come to a resolution in an ethical and appropriate amount of time through this unique service.

being that ive provided you with this outcome please address the issue appropriately.

thank you

Justin

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: 09/06/2022
We regret that we have been unable to resolve **************' concern. However, since the security guard is employed by Protos, ************** must work with them moving forward.
Protos:
Insuring Company: **** & ******* INSURANCE COMPANY
******************* - ************************************** LLC-
Claim# QDC00742830
************
Initial Complaint
Date:08/15/2022
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.
I signed up for a free month of CVS Care Pass and thought the program would be beneficial, so, to save some money, I signed up for the annual membership. I was billed $52.20, the $48 annual membership fee plus sales tax on June 26, 2022, which hit my statement on June 27, 2022. During my first month, within the first week, in fact, a manager named *** alerted me to several changes to the *** systems in my area making it almost impossible to coupon in the Buffalo area i.e. coupon limits, no stacking of threshold CRTs, CRT limits, transaction limits. I mentioned I was stuck couponing as I paid for the year of Care Pass and it says you can't cancel. *** told me that was incorrect and all I had to do was call or email customer service and they could cancel and would provide a prorated refund. I sent an email and then called. I was told during my call that my membership would be cancelled, but not until the year was up. Several weeks later, I received an email stating that I had to call so I let it go since I had already been told, "No!" July 26, I should have received my monthly $10 ********** Buck and did not. When I checked, I saw my membership had been cancelled, yet I never received a partial refund. Customer service hung up on me three consecutive times trying to resolve this by phone and I have been told multiple times a supervisor is not available or that my issue has already been escalated to IT. I have been given 2 incident numbers, yet everytime I try to provide one, it's ignored. I was told I would receive an email from the back office within 7 days, which I have not. The credit card I used will no longer be valid as it neared expiration and I've been issued another one. My Care Pass never should have been cancelled if they were going to keep my money; they should have just told me they wouldn't or couldn't cancel it! What kind of company steals from an out of work teacher with a cat with cancer!?!?
Customer Answer
Date: 08/26/2022
I have not heard from the business in response to my complaint.
Business Response
Date: 08/26/2022
We apologize for ******************** experience. We have issued her a refund in the amount of $52.00 and have emailed her confirmation of the refund.
Customer Answer
Date: 08/30/2022
[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 refund has posted to my account so I am satisfied with CVS' response.

Regards,

*************************
Initial Complaint
Date:08/15/2022
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.
7/30/22 On 7/30/22 approximately 2:30 p.m. I went into CVS Red Oak, store number **** to pick up my prescription and some other items. I first went to the counter up front to purchase some nair and see what coupons I would receive. I did receive a 20% off, so I then proceeded back to the pharmacy counter and purchased my prescription. I went back to the front counter to purchase reading glasses I had picked out. I left the store and went out to my truck and opened the glasses. When I put the glasses on, they were c*** eyed, and I also saw a scratch on one of the lenses. I went back in the store to the same lady, and I purchased them from and asked if I could just get these refunded. She asked me when I purchased the glasses if I wanted a printed receipt and I did say no, not knowing I would get them outside and they would be defected. Therefore, she said she could only give me store credit or I could pick out another pair. I said that is crazy I just purchased them from you, she said Well you chose not to get a receipt printed. At this point I just asked to speak to a manager and ****** showed up. I proceeded to go through the story with her and she responded in the same way as the first clerk. I dont know how many times I heard you chose to not receive the receipt. I was agitated and asked who was over ******* because at this point, I felt I was received horrible customer service. The initial clerk would chime in while ****** was talking and made at one point a humph noise. I told ****** she needed to ask the clerk to stop. I cant remember at what point ****** went off, but she started raising her voice, and at the point I believe I stated you can stop yelling at me. She proceeded to get even louder stating she was tired of this ****, she took her hand and swiped them across the counter making the glasses and container go flying. She then proceeded to come around the counter, at this point my adrenaline was pumping because I was in fe
Business Response
Date: 08/19/2022
We appreciate ************** bringing her concern to our attention. Field Leadership contacted ************** to explain that we take situations like this very seriously and she's taken a partner to determine proper handling of situation but that she was not able to discuss those results with **************.
Customer Answer
Date: 08/23/2022
[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:08/14/2022
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 had 2 vanilla **** cards that were compromised and used at cvs pharmacy numerous times and when vanilla **** decided to dispute it they rejected it because card was used at physical location.they advised me to contact cvs pharmacy and every agent is very unhelpful.i will show proof i live in ******* ******* yet transactions took place in *****.i need my money back that was spend at cvs without my ********** first card number is ******************* tranactions are may 8th $200 and may 12th $200 and another may 12 $100 the 2nd card number is ******************* dates may 12 $200 may 12th $200 may 13th $100 and will show screenshots of utility bill showing proof i live in ******* ******* and that there's no way I could have been the one that did the transactions in ***** since I left far away from there
Business Response
Date: 08/15/2022
We are sorry to hear about what transpired. However, CVS would not be responsible for ************ cards used without ****************' permission.
Customer Answer
Date: 08/15/2022
you guys accepted a stolen payment.you have ability to reverse those transactions and i will continue to post negative reviews and show all these agencies your poor excuse of answer.my bank did not get funds back from you guys during dispute because cvs REFUSED TO RETURN FUUDS.you are arriving like you have no way of fixing it and you do. you are the only ones who can reverse the transaction because it was done at your merchant.you people refused to refund my bank when I submitted dispute and vanilla **** DOES NOT ACCEPT APPEALS.i contacted disputes team and there is no way to re investigate.will show you off letter of them saying you funds not recovered because the card was used physically at your Merchant. I will not stop until you give me back the stolen money that was used at your store
Business Response
Date: 08/17/2022
We regret that we have been unable to resolve Mr. ******' concern. However, as previously stated, CVS would not be responsible for a stolen ************ gift card nor would we have a way to know it was stolen at the time or purchase.
Customer Answer
Date: 08/17/2022
you have ability to reverse transactions but are refusing to which shows you could care less.already disputed with bank and they said cvs refused to return funds so the gig is up.you people are holding stolen money hostage and we know dispute with ***** can only recover funds if ******** agrees to refund it and in this case you are the merchant and i need that money now
Initial Complaint
Date:08/11/2022
Type:Service or Repair Issues
Status:
UnansweredMore 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 CVS brand digital pregnancy test from the store (***********, **). The test was completely defective. I called the customer service last relations number on the back of the package. It was CVS brand. I explained everything to the customer care representative. She assured me that she would be sending a new one out in the mail. It has been weeks, I have yet to receive anything. I have called back a couple of days ago and received the runaround. I was sent on a wild goose chase. I kept getting transferred to different people in different departments. No one wanted to help me. No one had a clue what to do to help me or what was going on. I was left on hold for over an hour. Then, I spoke with a woman with a extremely unprofessional voice (sounded like ***** and the Chipmunks). I couldn't understand her. The call dropped. I called back and again was transferred to someone else. Once again, no one knew what was going on and no one could help me. The last person I spoke to took my information down and said someone would call me. I never received a call back. It's been weeks. At this point, I want a refund! The test was approximately around $20. It was a two pack.
Customer Answer
Date: 08/22/2022
I have not heard from the business in response to my complaint.
Initial Complaint
Date:08/11/2022
Type:Customer Service 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.
Approximately 3 months ago Cvs on Hwy.77 called from a computer to inform the person at this number that their prescription was ready for pickup. The problem is I don't have any prescriptions at CVS. So I called them and told them I don't have any at this pharmacy. I ask them to check the order and correct the error. I recieved several more calls and again called them to stop. I went to the CVS store in ************** and ask them personally to stop. This is still going on. My mother went to the store and tried to get results and requested the phone number for the corporate number to try to get some results. There was not a person to speak with only computer responses, and the call would be discontinued. This is annoying at 8am in the morning and several call a day. I believe that this has become a harassing situation. I only ask to have them stop. I ask what was the name on the prescription so that I may inform the owner of the error and stop the problem, which CVS could do when the customer came in for the drugs. There would be many options for CVS to stop this problem, but the conclusion is that CVS could care less about me and this problem that they have control over. Please help me get the help I so desperately need. Thank you for your help in this matter.
Business Response
Date: 08/12/2022
We apologize for any inconvenience this matter has caused. We have opted ************************ phone number out of all phone calls and removed him from our pharmacy system. After 48 hours, his number will cycle out of our system and he will no longer receive calls from CVS.
Customer Answer
Date: 08/17/2022
[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:08/11/2022
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.
This company keeps refilling my prescriptions for a 90 day supply of pills when I only requested a 30 day supply they even called my doctor to change my request from 30 days to 90 days this has happened a total of 6 times
Business Response
Date: 08/15/2022
Filed Leadership has investigated ****************** concern. The pharmacy manager validated that all prescriptions in the past 6 months have been billed for 30 days except 1 prescription sent in from the doctor for 90 days. This prescription for 90 days was filled on 4/22 then on 8/6 for 90 days. The pharmacy manager is calling ************** to ensure that they have declined 90 day option on profile to fax the doctor as well as making it convenient to pick up every 30 days when he needs the medication. She has also placed a note on ****************** file that they prefer 30 day prescriptions.

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