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

2,160 total complaints in the last 3 years.
724 complaints closed in the last 12 months.

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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:07/29/2022
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.
I joined CVS Care Pass trial this year (date unavailable) and then left the program before the monthly payments began. Now my CVS account STILL shows that I participate in the CVS Care Pass program which offers discounts. It is extremely confusing whenever I look at my CVS "ExtraCare" items or go to my CVS shopping cart to checkout. I am also concerned that I will be charged for this service. I have stopped using CVS online because of this issue. I have contacted the CVS Customer Care 800 number MANY times, the CVS ********** support number, (and been transferred to other tech support depts), and I have gone to the store for support. I also have been emailing CVS customer care who have issued me Reference number ******** but not fixed the issue after countless emails. I simply cannot get any support for this issue. Even the store personnel, including the pharmacists, state that they get ignored by CVS tech support. This is not the 1st issue I have had which has been ignored by CVS support. My CVS account is ******************* If additional info is required to correct the account, please ask.
Business Response
Date: 07/29/2022
We have confirmed that Ms. ******'s CarePass membership was cancelled on 4/18/22 and she will not be charged again. The reward she references was issued back in May, however, CarePass rewards remain on the ExtraCare card until they are redeemed, even if the membership was cancelled.
Customer Answer
Date: 08/01/2022
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

I do not understand the response from CVS. What are the "rewards" they are referring to? No CVS support person has mentioned these. please be very clear. if there are steps that I can take to remove the care pass from my account, what EXACTLY are they? (and why hasn't any CVS support person explained these steps to me previously?
Elle

Business Response
Date: 08/09/2022
The rewards are shown in the screenshot sent of 20% off. While the carePass membership has been cancelled, the 20% will remain on the account until it is redeemed.
Customer Answer
Date: 08/10/2022
CVS has responded with the EXACT SAME meaningless reply each time without bothering to supply any details or reply to my questions. It is clear that they are not interested in resolving this issue, which is again: I have NO CVS Care Pass account, yet I see CVS Care Pass active on my CVS account (whether it's rewards or not, it does not say - another issue CVS does not address). I guess CVS does not care what displays on customer's accounts and how confusing it appears. It is also clear that CVS does not provide any level of support to customers, reps, or even Rx techs. A very sad situation considering they are a multi-billion dollar corporation stating that provide HEALTH products and services.
Initial Complaint
Date:07/29/2022
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.
I made an online photo order through the cvs pharmacy website on July 22,2022 and paid $24.99 for next day shipping,I got a confirmation that it shipped on the July 27,2022 (5 days later)and I still havent received my order,its now July 29,2022 thats not next day shipping and I want my money back!
Business Response
Date: 08/09/2022
On behalf of CVS Pharmacy, I would like to apologize to ***************************** for the problem encountered regarding the online photo order services. At CVS, our goal is to make our customers' shopping experience easy. When we find that we have disappointed a customer, we believe it is important to understand what happened, and to take the correct action.

It is our understanding that the customer service team attempted to call the customer, but they werent able to reach the customer. They left a detailed voicemail apologizing on behalf of CVS for the order, and informed the customer that the order was fully refunded and offered the $100 CVS Photo redemption code. They also sent the customer a follow up email with the redemption code.

If we can be of further assistance, ***************************** can reach out to our Customer ******************** at 1-800-SHOP-CVS ***************) and reference incident number S-*******.
Initial Complaint
Date:07/28/2022
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.
Complaint about CVS every time when I created the order my order was canceled without reason and communication Order Date:Jul 28, 2022 Order#:442162774 Total:$0 another order Order Date:Mar 4, 2022 Order#:413887774 Total:$0 Order Date:Mar 4, 2022 Order#:413887732 Total:$0 For 3 orders I pay the $5,00 to CVS discount
Business Response
Date: 08/09/2022
We apologize for any inconvenience this may have caused. The Customer Care team contacted **************** and they provided the following:

We were able to speak with customer and offered assistance in replacing their order.
Customer stated she did not need anything currently and will place at her own convenience.
Customer is all set.
Initial Complaint
Date:07/28/2022
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.
CVS PHARMACY MAKES THERE OWN RULES THEY DO NOT CARD FOR PATIENTS OR THERE RIGHTS. Caused me so much devastation so much driving around so much punishments because one of your pharmacist was having a bad day and thats what he decided to do to the system I really hope that you guys get on this channel I hope you get to the news channel and Im gonna try my best to put your people there because the punishment that you put up on me is one of the worst feelings any human being should feel
Business Response
Date: 07/28/2022
In order to assist, we ask that Ms. Bassin provide the store location as well as what had transpired. We would also appreciate it if she provided her phone number, including area code.
Initial Complaint
Date:07/27/2022
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.
CVS employees (Michaela ********************** Manager and *************************, Pharmacist) are disrespectful to CVS customers and the limitations they experience due to their health conditions, This store will result in someone's illness or death because of poor attitudes, skills and willingness to service customers. The parking lot and drive through are extremely dangerous and the closing of the pharmacy (the ENTIRE pharmacy) so folks can eat lunch together is bad business practice and results customers getting sick.
Customer Answer
Date: 08/07/2022
I have not heard from the business in response to my complaint as of 8/3/2022
Business Response
Date: 08/09/2022
Field Leadership has reached out to Mikayla to ensure our entire pharmacy team feels comfortable with being able to properly communicate the message of our lunch close change.

The location ****************** references is a very high volume pharmacy. They average 7000-8000 prescriptions on a weekly basis and are extremely busy 24 hour location. They are also located in the smallest parking lot/drive thru line footprint that exists in the area. The combination of the two often times causes for the parking lot/drive thru to be extremely busy. Often times, in many stores, customers wait in the pharmacy drive thru line during the 30 min close for lunch and wait for the pharmacy to re-open so they can pick up their prescription, this causes for heavy traffic in the parking lot/drive thru lane.
Customer Answer
Date: 08/11/2022
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.]
This response does not include a response to the discriminatory remark made to me by male caucasian pharm who self identified (after being asked three times for his name) as *************************** - "WE ARE NOT SORRY WE CANNOT HELP YOU"
This person used personal info he has access to via CVS to verbally accost me - would a doctor be allowed to accost a patient like this? Is this man licensed by Commonwealth to be dispensing medication to vulnerable populations:
I was also laughed at by two female pharmacy techs - who screamed out the 800 number for CVS to me instead of providing their names this response does not address this bias unprofessional behavior

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: 08/12/2022
We regret that we have been unable to resolve ********************** concerns. However, her concerns have been shared with field leadership and they will address internally.
Initial Complaint
Date:07/27/2022
Type:Service or Repair 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 walked into CVS and purchased a sunglasses for ***** and the total was ***** I explain to the cashier the price was ***** and the manager was rude towards me and yelled at me called me a liar her name is diamond I dont her attitude and she was unprofessional Wont be shopping here again This store is located in ********* ***** store number #****
Business Response
Date: 07/29/2022
We apologize for **************' experience. Field Leadership spoke with **************, and was able to honor the price of $21.99. Field Leadership has addressed **************' service concerns with the staff.
Customer Answer
Date: 08/01/2022
[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,

Jermmie *****
Initial Complaint
Date:07/27/2022
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 a credit card with CVS, #**** **** **** ****, and have promptly made payments on this account. The address on my statement is CVS Pharmacy, POB ******, ************************************. CVS has NOT given me credit for my last three payments: June $77.12; July $80.00 and $64.54. I have sent letters to two different addresses provided - no answer. I have tried numerous times to speak to someone and get this settled - no help. I have been transferred all over their network to no avail. Today I was told a new servicer was handling their accounts and there would be a new address for remittance. I have no info re this. I was even told I should contact the old servicer. Who on earth would that be? This is ruining my credit, and now I think it is bordering on THEFT on their part since they have my money and I have no credit in return. I can provide copies of the three checks from ************ front and back, showing CVS cashed them. i am a Senior citizen (85) and do not have a lot of money so this is very hurtful. I would appreciate any help you can give me.
Business Response
Date: 07/28/2022
We apologize for **************' experience. There was an issue with the lockbox who handled CVS Charge Card payments on June 17. We are now using a different lockbox as that process was moved in July. We have the payment information from June 17 and are in the process of rectifying the matter. If ************** has other payment issues, she *** forward in front & back copies of the cancelled checks to ********************************************************** and we will post those payments as well. The CVS Charge Card does not report to credit bureaus so this is not in any way, adversely affecting **************' credit rating/score. We are aware of our internal processes that *** reflect delinquency and will be addressing those as we post the payments to clear up any issues the affected customers *** have using their CVS Charge Cards in the future.
Customer Answer
Date: 08/02/2022
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,
***** H
I received the following response ExecutiveOffice Jul 29, 2022, 1:50 PM (4 days ago)

to me

Good Afternoon **************,

I have forwarded your concern to our ******************** They have informed me that they will post the payments on Monday.

Thank you for your patience while we work to resolve this matter.

Regards,
Liz
Enterprise Executive Support Team

However, they only credited me with $64.54 and the they did not give me credit for two other checks remitted and cashed by CVS. They were in the amounts of $77.12 and $80.00, leaving a balance still owed to me of $157.12. The Monday they referred to was yesterday, August 1, 2022.

This is still a viable complaint. ***********************

Business Response
Date: 08/10/2022
We have confirmed that the payments have posted. In addition, there is a toll free number on the back of **************' credit card should she have any further questions or concerns.
Initial Complaint
Date:07/27/2022
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 disabled ever since I moved to ******************** CVS on **************** has been a nightmare I have been tell her to come back next day because they were too busy some of my medication are for mental disorders and I cannot do that and put me through pain and suffering that was no one at CVS at this time when I was told to come back the next day. I call *** before I get there so that we can have some understanding that I need refills. Last time I called in I was told by an associate that answered the phone that they dont know what medication I need to have refilled. This is quite dangerous Ive been with CVS for many years
Business Response
Date: 08/11/2022
We have brought ********************** concern to the attention of Field Leadership. They investigated and informed us that unfortunately, ********************** doctor called in her prescriptions to the wrong CVS location. One of the prescriptions was on backorder, which is why it was unable to be transferred. The Pharmacists did offer to sign ****************** up for Ready Fill so there would be no issue in the future with the other prescription.
Initial Complaint
Date:07/26/2022
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.
My name is *********************. I have an son ************************************* who is an toddler and cant add my son information to my online account. Im a single parent and would love access or to add my son to the account. Could somebody from cvs could explain ways i can retrieve access of the information online of my son.
Business Response
Date: 08/10/2022
We apologize for ******************** experience.
The Customer Care team provided the following:

We have made our 3rd attempt to contact **************** but were unable to speak with them directly.
We have left a voicemail/sent an email and provided our contact information to return our call.
Initial Complaint
Date:07/26/2022
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 is my third time I have contacted CVS Customer Service.-I am getting no results, what is next-the Better Business Bureau?I contacted Customer Service the first time and received a call to call someone at ***** and another *****.I CANNOT HEAR ON THE ***** AND I CANNOT HEAR ON THE *****! -UNDERSTAND? I wrote a second time and no response. What is next BBB?I have checked your internet site and looked at customer reviews for the **** activity tracker and there are lists after lists of complaints about it.I was seeking help to get it to work. Nothing.I need assistance to return this item. I no longer have the cash receipt and the item has been opened. I would be willing to take a store credit.I initially wanted help to get this product working-by giving me instruction,
Business Response
Date: 07/27/2022
We apologize for Mr. ********** experience when contacting Customer Service. For assistance in using the product, he may reach out to the manufacturer at https://www.goijoy.com/#about. If he is dissatisfied with this product, he may return it, pending our return policy which can be found at cvs.com/returnpolicy.
Customer Answer
Date: 07/27/2022
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,
*****
For all the hassle that I have gone thru, I should just be sent a credit memo for this hassle. Itis ridiculous to contact the manufacturer who is in *****. I will never be getting response from them. There is a list of customers complaints at your site. Why keep passing this off? You have a poor system of customer service. Civility??? Is that what you practice?

Business Response
Date: 08/09/2022
We regret that we were unable to resolve ************************ concern. As previously stated, if he is seeking a refund, he may return the product, pending our return policy which can be found at cvs.com/returnpolicy.
Customer Answer
Date: 08/09/2022
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 Originally, I sought assistance from CVS support to help me get the device working and I received no help. Had I known that this was going to be a hassle, I would have held on to my receipts for a return. I original was expecting that CVS would help to get it working and thus there was no need to return. Their return policy is unfair and ridiculous considering the about of time the has passed. If they would have helped getting the device to run properly-which they never attempted at-there would be no need for a return. If I had seen the run around that they gave me, I would have saved all the document s for it. They are basically setting the rules for their convenience.
*****

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