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

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:08/03/2022
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 have been dealing with CVS for over 6 months now regarding a merchandise I was trying to return during Covid, that I was unable to return even a year after the fact due to their outrageous return policy even over a year after ***** began. If it wasn't for that, I wouldn't have been going through all that I have over the last 6+ months and repeatedly gone to the store for nothing. I have THREE case numbers on file, that's how long this has been going on! I have been given the runaround, all over $40 worth of stuff and I am sick of it! Everyone else in this matter but me is getting paid for their time. Aside from time, I've also wasted money on gas, and excessive amounts of energy and aggravation... Yesterday, me standing up at the front for 15 minutes while running late for work , waiting for the store manager to come back from the bank, just for him to still not arrive when the cashier said he'd be back within 2-3 minutes, and me leaving a note for him to call me after he got back, was the last straw. I last talked to the store manager two weeks ago, and he said he had to be the one to do the return, yet, refused to give me his schedule for the week, claiming he could not give me that information due to privacy reasons... Really?? So I'm supposed to just guess when he's at the store?? Not only that, but if there's really a "privacy policy", then how have I had a dozen managers from other different corporations, tell me when they're there during the week if it was regarding a return or any type of issue?? Furthermore, even if he really isn't allowed to give me this info, there is no reason why any MOD cannot process this return for me. Why does it have to be him?? ALL the managers know how to do any type of returns... This has been going on for too long. CVS needs to simply treat this as a Customer Appeasement at this point, and simply send me a gift card in the mail for $35, to make up for this merchandise that CVS is making almost impossible to return.
Customer Answer
Date: 08/14/2022
I have not heard from the business in response to my complaint.

The business has not reached out to me. My next step is to file a complaint with Consumer Affairs
Business Response
Date: 08/15/2022
We apologize for ****************** experience. Field Leadership has informed us that ************** has been contacted and her concern has been resolved.
Customer Answer
Date: 08/15/2022
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.
[Resolved by who?? When?? No one has called me. Now youre lying to the BBB! Mail me a merchandise card for $40 immediately or I am filing a complaint with Consumer Affairs!!!]

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: 08/16/2022
District Leader, ********************* has informed us that ************** has been contacted. She will be going to the store to receive a refund and will confirm with ****** hat everything went as it should.
Initial Complaint
Date:08/02/2022
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.
8/2 at 4:30pm I received a call that my ex picked up my child's prescription. Both Berwick CVS and Danville CVS were told to not let anyone other than me (child's mother) to pick up my child's prescription. They allowed his father to pick it up. I am the one with the insurance not his father. I am the one who should have the prescription picked up. CVS told me they would not give the father the prescriptions but they did anyway. They also stated they will give him the medicine regardless of a court order.
Customer Answer
Date: 08/13/2022
I have not heard from the business in response to my complaint.
Business Response
Date: 08/15/2022
Providing access to our patients to their prescribed medications is of critical importance to us. If provided with a copy of a court order, we will, of course, comply with any obligations applicable to CVS thereunder. Absent any legal obligations to do otherwise, CVS will continue to follow its standard policies and procedures for the dispensing of prescriptions, including providing a minors prescriptions to a parent.
Customer Answer
Date: 08/15/2022
I have spoke to your store associates and they have stated they will not follow a court order regardless of what it says.
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,
******

Business Response
Date: 08/16/2022
Field Leadership is aware of these concerns and if provided with a copy of a court order, we will, of course, comply with any obligations applicable to CVS thereunder.
Initial Complaint
Date:08/02/2022
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 am filing a complaint against ******** at CVS regarding her misusage of the free item coupons I receive on my extracare card. The first time my mother used her "any one free beauty item up to $5.00" on Maybelline and said she would pay the difference. ******** told my mom she couldn't use the coupon on that item and told my mother to purchase an item that costs $5.00 only. Another girl in the store was able to complete the transaction using the $5.00 free item towards Maybelline, and my mom paid the difference. The second incident happened today 08/02/22. I had a $10.00 free CVS health item coupon. I brought $4.69 CVS health band aids and $6.49 CVS health first aid ointment to the counter and asked to pay the difference. ******** said I couldn't do it that way and cheated me out of the rest of my coupon with only one item under $10.00 and I wanted both items and would've paid the difference. She also was very rude in her tone when she told me I couldn't go over $10.00 and tried to charge me for the other item. I and my mother have had other CVS cashiers use the free item coupons towards items that costs a little bit more and we paid the difference. ******** does not know how to do the transactions and determines what customers should and shouldn't purchase using the coupon.
Customer Answer
Date: 08/15/2022

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:08/02/2022
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.
On July 27th my wife went to the CVS on *************************************. When she came back out, she found her car had been towed for apparently no reason and had to have a friend pick her up. I attempted to call the CVS later in the afternoon when I got out of work and the supervisor answered, letting me know that she had never dealt with a towing situation before and only the store manager could take care of that issue. I tried calling again on Friday and was left on hold for so long that I had to hang up. $101 wasted on a towing that so far hasn't even been given an explanation.
Business Response
Date: 08/11/2022
We have brought **************** concern to the attention of Field Leadership. They informed us that they have contacted ************ to set up a refund but were unable to reach him. If ************ still needs assistance, he may contact *************************** at ************ .
Customer Answer
Date: 08/12/2022
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.
I was called during work and was not able to answer the phone. I attempted to call Mr. ***** back at 9am today as well as 2:38pm and did not receive replies to any calls.

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: 08/16/2022
Field Leadership has spoken with ************ and and he will be passing by the store today to collect his refund.
Initial Complaint
Date:08/02/2022
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 had an issue with the local CVS about a prescription cost. They told me that they filed it with a substitute prescription discount card instead of with my insurance. It was a prescription for my wife which is on my insurance they were trying to charge me $130 plus for the prescription I told them it was supposed to been filed with my insurance and not with this extra card that I had previously told them to delete. After saying this the cashier told me that my wife was not on their records as being on my insurance. Then I told them that she was and I had been doing business with them for over ********************************************************************************************************************************** the card that they had put on file to use. I told him to put back the prescription and that I would get it somewhere else I went to ******* and had the prescription filled with my insurance for $21. I went back to CVS and told them to remove me from all of their prescription filling processes. They told me that they had removed me and my wife. Later we were called by their automated service and told that we had another prescription to come pick up. The first prescription took having ******* to call them cancel the prescription and come back to ******* later to pick it up after they had straighten it out. I went through the whole process of trying to cancel it again The local pharmacy told me to call the headquarters the headquarters told me to talk to two other people The final person told me I had to go back to the local CVS and talk to them they gave me a complete round run around hassle. I have went through this process several times with them, every time someone tells me they have fixed the problem and the problem keeps coming back they continue to harass me and not fix the problem.
Business Response
Date: 08/09/2022
We apologize for any inconvenience this may have caused. We have removed ************** and his wife from our ready fill program and removed his phone number from all automated phone calls. Please note it takes 48 hours for numbers to cycle out of our system.
Customer Answer
Date: 08/10/2022
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:08/02/2022
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 7/29/2022, i had a prescription filled; however, cvs provided the incorrect medication (METOPROLOL) The correct blood pressure medication that i am taking since May 2022 is CARVEDILOL. i was at CVS for a different prescripton. i had notified CVS of the prescription change and they have previsouly filled the prescription correctly (May 2022).When i returned the incorrect prescription today, they refused to refund the cost that i payed $12.00 Since the mistake was CVS, i want my $12 refunded.***********************
Business Response
Date: 08/10/2022
Field Leadership has had the store team resolve this issue. ************** will be receiving a refund for the prescription.
Customer Answer
Date: 08/11/2022
[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:08/02/2022
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.
I am receiving multiple calls about switching my RX to 90 days supply. However, I have no prescriptions with CVS that are eligible for 90s days and I have opted out mutiple times from calls. The calls are from ************. Remove my number once and for all.
Business Response
Date: 08/09/2022
We apologize for any inconvenience this may have caused. We have removed Mr. ******' phone number from all automated and 90 day calls. Please note it will take 48 hours for his number to cycle out of our system.
Customer Answer
Date: 08/09/2022
[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:08/02/2022
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.
I had signed up for the carepass which is charged monthly. I had cancelled way before the 3 days and I was charged again. I sent them a confirmation email they sent saying it was cancelled. They then charged me AGAIN. I have tried calling but constantly keep getting disconnected too. I want my past 2 months money back and this cancelled. I have the emails too to prove I received a cancellation confirmation way before the 3 day deadline and I can supply bank statements.
Business Response
Date: 08/12/2022
We apologize for any inconvenience this matter has caused. We have successfully cancelled Ms. ********** CarePass membership so she will no longer be charged. We have also issued her $10.00 in Extrabucks to her ExtraCare card. We have also sent a gift card in the amount of $10.76 for 2 months of charges.
Customer Answer
Date: 08/24/2022
[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:08/02/2022
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.
***Document attached***
Business Response
Date: 08/12/2022
We have reviewed *******************'s concern at length and have been unable to substantiate his claims.
Initial Complaint
Date:08/02/2022
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.
***Document attached***

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