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.

  PO Box 53991 Phoenix, AZ 85072-3991

• 

  CVS Pharmacy, Inc.

  180 Somerville Ave Somerville, MA 02143

• 

  CVS Pharmacy

  940 N Main St Las Cruces, NM 88001-1124

• 

  CVS Pharmacy, Inc.

  2755 Canyon Springs Pkwy Riverside, CA 92507-0932

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:07/26/2022

  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 absolutely appalled by the customer service at cvs. I had an issue with coupons coming off so they asked me to merge accounts because my old email was still linked up. I pay for the extra care plus for $5.33 a month. My account was deleted and they refuse to give any type of reason as to why. My extra bucks were gone and theyre refusing to help or reinstate them even though I purchased them. There needs to be better training and a way to handle these situations because not a single person knew what they were doing. Over 2 hours on the phone; getting transferred and being hung up on? Im disgusted the way Ive been treated.

  Business Response

  Date: 07/27/2022

  We apologize for Ms. ********** experience. We were only able to locate an ExtraCare card that was created on 7/26/22. So we can better assist, we ask that Ms. ******** provide her old ExtraCare card number or the phone number/email associated with it.

  Customer Answer

  Date: 07/27/2022

  [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,
  
  *****************************

   

   

  Yes; because they made me make a new account. My old ECB number is *************. Emails were ************************ and **************************** I have all interactions screen shot from my phone calls. I also have reference numbers and previously ordered merchandise

• Initial Complaint

  Date:07/26/2022

  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.

  The CVS Pharmacy delivers medications through a delivery app. This app has been down for 3 weeks in July 2022. There is no other way to get delivery. They will not take deliveries over the phone. This means that patients who can't get out to get to CVS have no way to get their medications. This is disgraceful

  Customer Answer

  Date: 08/06/2022

  I have not heard from the business in response to my complaint. The business has not addressed my complaint

  Business Response

  Date: 08/09/2022

  On behalf of CVS Pharmacy, I would like to apologize to ************************* for the problem encountered regarding the delivery app 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 Product Support team was able to look into the customers concern with their account. The team advised the customer had one incomplete order o28390646638 with item# ******* (qty 2) in the cart and the price was $23. When the customer selected item# *******, the free item# ******* got added and the customer removed item# *******, but the free item remained in the cart. 
  
  The Product Support team confirmed the item has been removed from the customers cart. The team attempted to contact the customer by voicemail and an email has been sent on 3 separate occasions to return a call.
  
  
  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:07/26/2022

  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.

  I got pills from CVS pill pack and there was tar on the box. It got on my fur coat and now it is going to cost me $75.00 to have it cleaned. The longer it stays on there the tar will stay in.I called CVS Corporate. They had gotten papers from **** They were suppose to send them back to *** never received them. I have a Case number from *** as CVS is saying that its *** fault. I have been trying to resolve this since April when I purchased the pills. *** said they would cut me a check when they get the papers from CVS. I have been tracing this since April and getting no where but frustrated. Claim#*******, #C-0094-159541 which is another case number

  Business Response

  Date: 07/28/2022

  ******************** concern has been transferred to our Risk Management team to address. Risk Managements claim number is C231701749-0001-01, assigned to Risk Analyst, *************************************. She will be reaching out to **************** to obtain further details.

• Initial Complaint

  Date:07/25/2022

  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.

  Stool Softener NDC ************ "Actual Size" photo is not the actual size. In fact, the actual pill within the package is TWICE the size of the pill in the photo. I have a problem swallowing pills. This deceptive advertising prompted me to buy a product I could not use. If you would like a photo of the real pill next to the so-called "actual size photo, I will be happy to provide it, along with my register receipt from the transaction.

  Business Response

  Date: 07/28/2022

  All CVS store brand products are tested annually to ensure they meet CVS requirements for safety, efficacy, quality and regulatory compliance.

  We are sorry that ****************** is not satisfied with our item. CVS Health brand items are 100% money back guarantee, pending out return policy, as noted on the back of the box. Customer can return the product for a full refund at their store. 

  As a follow up, we will reach out to both internal and external partners to review the pill image to ensure that it is accurate. We are not aware of any similar complaints associated with this item.

  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,
  
  *****************************

• Initial Complaint

  Date:07/25/2022

  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 writing because of ongoing issues with cvs.com for ordering. This happens with almost everything thing I have tried to order from cvs.com, not just one thing. I have reached out numerous times for an explanation as to why my orders are able to be placed and seconds afterwards they are immediately cancelled. I have gotten a range of excuses but no solid answer. The first excuse was our items youre ordering are out of stock and after calling to follow up on the stock of items they are truly in stock and can be shipped. I use the same credit card when paying in person at CVS and have no problems. I even tried using a different credit card for my online orders and yet the same action happened with my online order. It is very suspicious to me because I have been able to online order all the time through 2021. But starting in 2022 most orders began being cancelled after placing them. I use extra care $ and my Carepass rewards which are never reinstated. I have to make multiple calls with CVS customer reps to get these reinstated. I would like whatever is on my online account with cvs.com, that is, Im assuming a block; to be removed. Because I no longer have anymore time to go into stores and go back and forth on calls to get this issue resolved. This has simply been the worst issue I have experienced by a business and customer service ever received. I find it strange if there were financial/payment issues; my charges while in store using the same form of payments go through successfully each time without problem, but never online.

  Business Response

  Date: 07/27/2022

  We appreciate ******************** bringing her concern to our attention. We spoke with her today and explained the chargeback and that it has been cleared. We provided her with our contact information to use if this issue arises again and have issued a no charge replacement order to cover the canceled one. 

  Customer Answer

  Date: 07/28/2022

  [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:07/25/2022

  Type:Billing 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 went to the CVS store to bought a floss on July 16. I have a free floss digital coupon in my account. But the self-checkout machine was unavailable to print receipt. the machine couldn't processing. I checked my account by CVS APP, I found there was a record that free floss digital coupon was redeemed and also an 3 dollars extra bucks and 6 dollars extra bucks were redeemed . I didn't buy anything other than that floss, which I have a free digital coupon. I did't use any extra bucks. I remember that 3 and 6 extra bucks are expired after July 29. Why they were disappeared on July 16 when I didn't use them in my purchase. I asked an employee to help me. she said there was something wrong with that checkout machine. It's the fault of system. She advised me to call the customer service. but in those days, I called the customer service, they told me they will return the total 9 extra bucks to my account every time . but one week passed, they still haven't return me the extra bucks. My CVS extracare number is *************

  Business Response

  Date: 07/26/2022

  We apologize for any inconvenience this matter has caused. We were able to validate ****************** concern and have reissued her the $6 and $3 Extrabucks coupons. Please note that both will expire in 30 days. 

• Initial Complaint

  Date:07/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have my RX filled at CVS #*****, because it's the preferred pharmacy for my RX Insurance. Overall the customer service has been horrible, but my RXs have been filled. This month the Pharmacist called and told me she was not filling my RX because she had concerns. I explained to her the background regarding by RX and my doctor could provide additional information. She informed me that she really didn't care and that she had the right to refuse to fill my RX and if anything she could recommend something she thought was better. I said this must be a nightmare. First you are not a doctor and don't know my medical history but now not only are you refusing to refill the same ******** that you just filled last month for me. I then when on to say so even though you have filled this RX in the past you now have decided that it's a problem this month and I feel based on this phone call that even if you call and speak with my doctor you have already made your mind up that you are not filling my RX. She said pretty much, I just can't believe this. Final decision. Not even willing to speak with my doctor.

  Business Response

  Date: 07/25/2022

  On behalf of CVS Pharmacy, I would like to apologize to **************** regarding the matter that occurred regarding her prescription at her 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, **************** can reach out to our Customer Relations Department at 1-800-SHOP-CVS ***************) and reference incident number S-6564736.

• Initial Complaint

  Date:07/23/2022

  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.

  Since July 13 I have tried contacting CVS.com pharmacy multiple times to have an issue with my account resolved as I am unable to use neither CVS.com site or the app. Every time I put and Item into my shopping cart, the other "mystery" item is added to my cart with the price tag of $23 dollars added to my subtotal for that "mystery" item and there is no way for me to fix it on my end. Before I contacted CVS I have done the leg work- cleared cache, used the different devices, different apps and browsers. When I called and talked to a rep * 1 he did ridicule me and made fun of me trying to let them know what I have done on my end to fix it. In the end he told me I am imagining things, he does not understand me (I have an accent and foreign born BTW) and hung up. The rep *2 ******** laughed at my face and it quite possible was the same person as *1 and hung up on me. Rep *3 ***** promised to have it fixed by July 15 and it did not happen. On July 15 I talked to rep*4 ****, explained what was going on wit the previous 3 reps, he took my complain, escalated the issue and assured that I would be able to use my account on July 18. Well this did not happen. I waited and on July 20 to call in and talked to *****, she assured me that I will have the account all set by Friday, July 22. Today is July 23 and I am back to square one. As I am typing this I am on the phone with lady named ****** the opened a ticket *2 the number is *** ********. this is the second one so far, the first ticket was closed without any contact from CVS. I am attaching several screen shots of my account cart so you can see what is going on on my end. I have tried different operation systems, different browsers and different apps. The result is still the same. Occasionally I get an error though. I have a feeling that the company deliberately made my account unusable. My worry is that I have to purchase my meds through the CVS Caremark and this may affect the medication deliveries as well.

  Business Response

  Date: 07/29/2022

  At this time we are engaging with our team members to investigate and resolve ********************' concern, it is our goal to have a further reply provided as soon as possible in this concern once our investigation is complete.

  Customer Answer

  Date: 08/03/2022

  I have been contacted by the CVS rep named ***********************, tel # ************ on Monday, July 1, 2022

   

   I have tried calling back but for some reason I get the "I am sorry, the extension ************ is not responding". 

   I can confirm that the issue has been cleared and I stopped having the "shadow" item in my shopping cart. Hopefully it will stay this way in the future

• Initial Complaint

  Date:07/22/2022

  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 has been intentionally delaying the processing of charges on prescriptions with insurance and discount programs beyond the threshold of 21 days, voiding the application of insurance and discounts. Additionally, they have now sent us to collections for charges already processed and discounted from January and February of this year, while now withholding an essential Rx (now 3 weeks late) on the basis of balance due. We have spoke to both our insurance company and the Rx discount program org, both who have confirmed that there are no issues on their end and that CVS is actively mis-using their billing system to leverage un due payments for services already rendered and essential medical needs that are currently being withheld.

  Business Response

  Date: 07/25/2022

  In order to better assist, we ask that ************ please specify whether this issue is with the retail Pharmacy or mail order through Caremark.

• Initial Complaint

  Date:07/22/2022

  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.

  Wednesday July 20th 8AM called CVS to have medication filled. Was told that it was out of stock currently, and a special order would have to be placed. I was told I would receive a call Friday July 22 when it was back in stock. Today is Friday July 22, I have called pharmacy at 3PM since I did not receive a call and been told that although the medication is in stock, the pharmacy has reached it's quota this month to fill the medication. I would have to get my physician to call the medication into a different pharmacy. My physician's office is now closed. Had I received this information in advance I would have been able to get this medication filled before the next business day (Monday).

  Business Response

  Date: 07/29/2022

  At this time we are engaging with our team members to investigate and resolve ********************** concern, it is our goal to have a further reply provided as soon as possible in this concern once our investigation is complete.

  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.]
  The business has not provided a response. They have provided a message that states that they will review the complaint and reply in 10 days. This does not qualify as a response.
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 08/09/2022

  Filed Leadership has spoken with ****************** to make sure they received their medication,which they did. They apologized for the inconvenience, listened to what happened and addressed with store.