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.

  1 Cvs Dr Woonsocket, RI 02895-6146

• 

  CVS Pharmacy

  6197 Sunrise Blvd Citrus Heights, CA 95610-6834

• 

  CVS Pharmacy, Inc.

  2190 Bienville Blvd # 5739 Ocean Springs, MS 39564-3017

• 

  CVS Pharmacy, Inc.

  3825 S Noland Rd Independence, MO 64055-3344

• 

  CVS Pharmacy, Inc.

  7050 Allentown Rd Camp Springs, MD 20748-5333

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:07/22/2022

  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.

  I reloaded money onto my ******* money network card on July 20th 2022 at cvs 2 separate transactions totaling up to $765.90 its been over 24 hours the funds have not deposited onto my account I have sent you copies of the receipts and my latest bank statement showing there has been no deposit I contacted my bank and was told there is nothing they can do because there is no record of a transaction if theres anything that you could do to help me get my money back I would really appreciate it

  Business Response

  Date: 07/26/2022

  We have brought Kichisder Phel's concern to the attention of Greendot. Since they are considered a financial institution, they will work with Kichisder directly. They have assured us that their Customer Experience and Support team will reach out and resolve the issue.

  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,

  Kichisder

  I dont accept this response because Ive contacted green dot and theyve told me because they never seen or received the transaction there was nothing they could do. I just want a refund of the money I gave cvs

   

   

  Business Response

  Date: 07/27/2022

  We regret that we have been unable to resolve Kichisder Phel's concern. As previous stated, they will need to work with Greendot directly. Greendot has informed us that they would resolve. 

  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,

  Kichisder

   

   

• Initial Complaint

  Date:07/21/2022

  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.

  Against my will I was advised to buy 2$500 CVS gift cards to block hackers from my accounts. I was scammed; CVS may not be willing to assist me with that but an employee (alledged employee) named ******* gave me reference #S6526945 and a number that doesnt seem to work anymore ************ told me to wait until it was posted which only allowed the money to go to the scammers when I could have cut them off at the time by using the cards immediately either way CVS has the money. It hurts and I only wish I could give the scammers and everyone at CVS the stars and the moon??????????

  Business Response

  Date: 07/22/2022

  On behalf of CVS Pharmacy, we are very sorry to learn about the events that transpired with **************. At CVS, our goal is to make our customers shopping experience easy.  Whenever we find that we have disappointed a customer, we believe it is important to understand what happened and take the correct action.   
  
  Gift card and prepaid scams remains challenges for customers across the country. CVS has taken significant efforts to warn our customers against these scams,including installing store signs and point of sale warnings to educate customers about gift card scams, and proactively training our own employees on fraud prevention measures.  Even with these warnings, there are customers who move forward with purchases of gift cards without CVS knowledge of any scam.
  
  In Ms. ****** case, CVS reviewed the status of the funds on the gift cards.Unfortunately, the funds placed on the gift cards have been spent. Therefore,CVS cannot provide a refund

• Initial Complaint

  Date:07/21/2022

  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.

  On 07/10/2022 at approximately 3:04 PM, I submitted a medication transfer request to CVS Pharmacy using their online form. I submitted this request due to the fact that currently, CVS is one of the only pharmacies that is under contract with my insurance. I was provided with the transfer request number: TU20220719220425JHIV. Upon checking my transfer request, it said that action was required and that I had to call the pharmacy. I have attempted, on three separate occasions, to call my local pharmacy located at ************************************************************************** and after holding for over an hour each time, I never get a live response. I then attempted to use the website and/or mobile application in order to link my account and request my prescriptions be delivered. My account under email address: ************ will not pull up my prescriptions. I called the **** number for assistance with CVS.com on 07/21/2022. I was shuffled around to different departments and not provided with a resolution. At this time, CVS is essentially withholding essential medications that I need to function due to gross negligence and failure to deliver.I am requesting that CVS contact me and arrange for my prescriptions to be delivered ASAP, and that the local store is followed up with and that discipline occurs for employees that cannot be bothered to answer an in-bound phone line for medical urgency. This is the worst experience I have ever had with a pharmacy, and you better believe when I am able to change insurance plans, I will drop CVS like a hot potato.

  Business Response

  Date: 07/22/2022

  We appreciate Ms. ***** bringing her concern to our attention. Field Leadership has informed us that the pharmacy team put in the delivery for 1 to 2 day delivery instead of same day delivery yesterday. Field Leadership explored doing same day delivery this morning and we determined that same day delivery would not be an option due to her having to be home to accept it.  She is already 3 days late to get her medications so she will be picking them ** in store this afternoon. Field Leadership confirmed they have been removed from 1 to 2 day delivery by the post office and are available to pickup. The pharmacy manager is aware of the situation and will ensure she can get them around 2:00 today during her lunch break. Field Leadership left Ms. ***** a voicemail this morning with the update confirming that the prescriptions are at the pharmacy. They also addressed the concerns with the store team about Ms. ***** not being able to reach them and that they must answer the phone. They have asked risk management to reach out to Ms. ***** r as well to arrange appropriate compensation for the time spent trying to resolve this concern and for the cost of the Uber to get to the pharmacy today so she can get her medications.

  Customer Answer

  Date: 07/25/2022

  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 **************************************** has yet to return my phone call. I called them back on 07/22 and left a voicemail. I again called them today on 07/25 and left another voicemail. I am wanting the cost of Uber to the pharmacy to be covered as well as to be compensated for the dangerous inconvenience of being without necessary medication for three days.

  
  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,

  Naia

   

   

  Business Response

  Date: 07/29/2022

  We regret that we have been unable to resolve Ms. ******* concern. We have asked Risk Management to please reach out to her to ensure her concern about compensation is addressed. 

• Initial Complaint

  Date:07/21/2022

  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 filed several ethics complaints regarding two CVS managers in the Atlanta Area. These manager have violated my right to privacy and their behavior has been akin to racial discrimination. These ethics complaints results in an unfavorable resolution, ie no action by the way of CVS. The issue is, that CVS is ignoring that they are 100% liable for the actions of their employees while they are at work or working in their capacity as a CVS employee. Being followed in store by a manager while she report my whereabouts and activity to another, sharing my personal information, shopping and purchase habits with out my knowledge or consent. Having a manager report false crimes against me, while at work in hopes of protecting her job, is akin to the actions that got Emit Till killed due to the lies by ***************************. I plan on getting the ****** BLM, ACLU and every organization that deals with racial discrimination in some capacity. Allowing employees to use CVS to weaponize people of color with false complaints about them, and not doing your due diligence and investigating, makes CVS just as guilty.

  Business Response

  Date: 07/22/2022

  CVS has received and researched ****************' concerns. We have conducted an internal investigation and will continue to research internally. 

• Initial Complaint

  Date:07/21/2022

  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.

  In August of 2021, I purchased an annual Carepass membership at a discounted rate of $48 (instead of the $5.00 monthly cost). This was set to expire August 8, 2022. Early June 2021, I contacted customer service to ask for a refund for the unused portion of my membership. I was told that there were no refunds for the annual and my file would be notated to not renew in August 2022. I was told that I would still have the benefits associated with the account - ie $10 carepass and 20% off cvs branded regular priced items. On June 29, 2022 I attempted to use the carepass and was told that there were none available. I again contacted customer service and was told that I should have them available. Customer service filed an incident #******** as she could not figure out why I wasn't receiving benefits. I was told that I would receive a call or email regarding the incident in no later than 10 days. On 7.18.22, I again contacted customer service and was told that I had cancelled my membership on 6.8.22. I explained that I was told that my benefits would still be available and questioned the status of the incident. After spending 1 hour on the phone - I asked to speak to a supervisor. I held for an additional 15 minutes. I had to leave the line I was on and was assured that a supervisor would reach out to me. As of today, 7.21.22 - no one has reached out to me. I am requesting a refund of $ ***** for the portion of the carepass value of monthly $10 rewards I have been unable to spend due to the membership being cancelled with the incorrect date. I have continually contacted CVS throughout the term of this membership with issues of the benefits not being available on my card. Basic problem - the customer service rep cancelled my card in error and I am being told there is nothing to be done. The card should have been set up for "non-renewal" at the August date and NOT cancelled. I have spent approx. 4 hours since June 7 or 8 to get this rectified. Thank you.

  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: 08/02/2022

  I have rejected this response as it is still not settled.  I am concerned that by waiting the proposed 10 days for CVS to review, I may be forfeiting my right to move forward.  Please consider this claim still open.

   

   

  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: 08/09/2022

  **************** was not receiving their rewards because of an error that occurred after cancelation. We are investigating why this happened and  appreciate them bringing it to our attention.
  Because of the inconvenience this has caused, we are able re-issue 3 $10 rewards to their ExtraCare account, 2 for what they lost after the cancelation and1 to replace an unused reward from March.

  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. 

  As of this date - there has been only $10 deposited back into my account - not $30.  I have continued to discuss this with customer service and they are attempting to get the additional $20 to be released to my account.   As of yesterday, a service rep contacted me multiple times to verify if the funds had been deposited to my account and they have not.  As of 8 am this morning, they are still not in my account.

   
  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: 08/11/2022

  A member of our team spoke with **************** yesterday at 12:45. **************** confirmed she has now received all of her rewards. 

• Initial Complaint

  Date:07/20/2022

  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.

  Me and my son have been abused by two cvs pharmacist. In *********** **. ************************************************************ CVS hired a drunken drug addict who had his license suspended twice in 2015 and 2020. Which caused me my unfortunate situation at cvs on *********************. I filed a complaint with the BBB about being treated unfairly. ******* kept me waiting after I had a tooth pulled they were 20 cars behind me. I didn't know about his drug problem or he had been in trouble with the board of pharmacy. Now I know he was trying to say I was allergic to my pain medication. Around 1/2020 ****** told me my medicine would be ready so I went in the afternoon and was going to get it. I went inside this red headed tech told me he wasn't ready and I only had to wait 15 minutes inside. She told me I had to wait 1 hour I question why I have to wait, then ***************************** started jumping on me about my board of pharmacy complaint that they ruled in their favor, and told me to leave and not come back. I did call the police to report his abuse. I was leaving the store and ********* was telling me to leave also while I was leaving. My son then transferred his medication to the *************************** location. for how I was wrong and treated unfairly.Fast Forward to 07/09/2022. Back in 05/17/2022. *************************** called me up accusing my son was on ********** and blue shield. I told her I didn't have a card to show her and she just kept on and on and wouldn't leave me along about it, and kept calling **** told her off and hung the phone up. called ******** they verified he has them only. I called CVS back and this tech said that *************************** banned me and my son from the store & called his doctor. But in 06/04/2022 i received a text that they had filled his medication. But now I know why, they had different motives.On 07/09/2022 he ran out of blood pressure medication. I called about it ******* started the same thing hanging up and saying I had been banned from the store.

  Business Response

  Date: 07/21/2022

  On behalf of CVS/pharmacy, I would like to thank ************** for bringing her concern to our attention. At CVS, our goal is to be a trusted partner in our patients' health care. When we find that we have disappointed a patient, we believe that it is important to understand what happened and to take the appropriate action.

  
  Field Leadership has thoroughly researched ************** concern regarding any service opportunities and was unable to substantiate these concerns.

  
  The store attempted to **** ******* ******** DME as the primary insurance, which is the same insurance that paid on previous fills. On 5/16/22, the pharmacy received a rejection message, stating that ******* ******** is secondary insurance, and that BC/BS was primary. Accordingly, the pharmacy asked the patient if they had coverage under BC/BS. The store was simply trying to resolve the rejection based on the information they were receiving on the claim response.

  
  If the patient truly does not have a primary insurance, ************** may have to call ******* ******** to advise that she doesnt have primary coverage through BC/BS of *******. Once ******* ******** updates their system, the store can then **** the claim to them.

• Initial Complaint

  Date:07/19/2022

  Type:Order 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 notice that there is a monthly charge of $5.51 on my credit card by CVS Care Pass. I called them and I was told I was signed up for that program on December 17, 2021 when I went there to make a purchase I told the customer service that I was not told that I was signed up for the program and I do not buy Rx from them as there is no CVS stores close to our house. They said they can only cancel my membership but no refunds can be made! I called my credit card company. They can only cancel the July 2022 charge!They cannot reverse the charges from Jan-June 2022 in the amount of $33.06! I can absorb this small amount of loss. I am filing this complaint because I do not think it is a fair business practice to deceive a customer .

  Business Response

  Date: 07/27/2022

  We apologize for **************** experience. We issued a refund for 7 months of CarePass in the amount of $38.57. The membership was cancelled on 7/19/22. 

  Customer Answer

  Date: 07/28/2022

  [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:07/19/2022

  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.

  On July 11 I got sent two prescriptions. I elected for and paid for delivery of medication to my residence. I have this far not gotten my medication. There are no updates from ***** I reached out to CVS multiple times via email and they brushed me off and told me to call the pharmacy. I called today. The pharmacist ****** then went on to say it's a **** issue. She told me I had to talk to usps.I asked for the medication to be delivered. She then called back to say I needed to pick up the medication. I paid for a service for delivery and that is what I am seeking. I am concerned they are practicing fraudulently . I paid for the medications and delivery and have not received either service. I am seeking someone to review this case and it's handling by CVS, and the pharmacist. I would also like my medication delivered.

  Business Response

  Date: 07/20/2022

  We appreciate ************ bringing his concern to our attention. Field Leadership has researched and informed us that unfortunately, there was an issue with delivery by ***** The store manager and pharmacist got a hold of the post office, tracking number, and even offered to deliver personally to his address but ************ declined. There is an issue with the **** not being able to deliver to his physical address. 

• Initial Complaint

  Date:07/19/2022

  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.

  1. I spent a lot of my time placing order # ********* on 07/18/22 only to later get an automated e-mail telling me my order was canceled without explanation. I call customer service and they cannot say why either and confirmed all items are in stock. I was told all of the manufacturer coupons I used on my order cannot be restored and they'd have to work to restore my ********** offers that were not returned to my card. I was on the phone for 40 minutes with still no resolution and I had to hang up for work meetings. I should not have to waste all my time trying to get my order corrected. Someone at CVS needs to get it restored with ALL coupons too (including manufacturer coupons or additional ********** buck to offset cost). I should not have to pay more for an order that CVS canceled without explanation.2. On another date earlier this month, I was attempting to place an order with my 40% off coupon. It was in the 11 PM hour and the CVS app was not recognizing my coupon even though the CVS website was showing it on my account. I prevented me from placing my order. Later, I wondered if maybe the CVS app is on an Eastern time zone so it thought it was after midnight when in Central time it was still prior to midnight. I'm guessing. My point here is that the CVS app needs to be smart enough to know when a coupon really expires for a customer. This has happened to me twice now. Just some feedback.

  Business Response

  Date: 07/21/2022

  We appreciate **************** bringing his concern to our attention. We were able to speak with **************** and placed a new order # ********* at no cost for his inconvenience.

  Customer Answer

  Date: 07/25/2022

  [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:07/19/2022

  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's automated refill system incorrectly filled a prescription that ************************* was not taking. She did not discover this until she was home. She is 86. The prescription was $180 and CVS would not refund her money.

  Business Response

  Date: 07/26/2022

  We appreciate ************** bringing her concern to our attention. While we typically cannot refund prescriptions once they have left the pharmacy, field leadership informed us that they would facilitate a refund for **************.