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.

close

Find a Location

CVS Pharmacy, Inc. has 2178 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:06/05/2025

  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.

  On Saturday 6/1/25 I placed request to have my Breztri ( a medication for Asthma) and my ******* ( medication for treatment of FIBROMYALGIA)Not to my surprise again did not have it in stock. Received a message yesterday that they were ready to be picked up(still have message) went to pick them up when only my Breztri was there. When asked where the ******* was, told it is being ordered. Asked why did I get the message it was ready for pick up if it is not ready. Answer given we don't have control of that. Call the 800 number got transferred to the bonus card department, which was the told that the pharmacy side was closed call back tomorrow. Called CVSCaremark through my insurance. Was told none of the local stores can fill it since my prescription was already ordered. So now I have to wait even longer for a med that I was told was ready. This is not the first time this has happened.

  Business Response

  Date: 06/06/2025

  We appreciate *** ****** bringing this matter to our attention and apologize for the difficulties experienced.
  
  District leader, ***** has been in contact with *** ****** to discuss this experience and assist. He has taken steps to address this matter and will partner with the pharmacy team to ensure this medication is ordered before the next fill.  *** ****** was appreciative for the outreach and efforts to address this concern.  
  
  If we can be of further assistance, *** ****** can reach out to our Customer Relations team at ********************************* ***************).

• Initial Complaint

  Date:06/05/2025

  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.

  CVS pharmacy has a HORRIBLE new policy. It is not a store issue its the corporation issue. It has always been hard to speak to a live representative. When youre a senior citizen, it is very difficult navigating with the automated system. In the automated system, if youre not fast enough the system will say we are unable to help you goodbye and then hangs up. This is extremely infuriating. Even when youre able to finally speak to a live representative the pharmacy staff are extremely abrupt and rude over the phone. Now they want everyone to use the app on their phone for everything. This makes it even more extremely difficult for senior citizens who do know how to use smart phones, tablet/iPad, and computer computers. Now, CVS has this policy where you are not able to speak to a live representative. You have to leave a voicemail and wait for a callback. I have called many times and left voicemails and never received a call back. I was prescribed two antibiotics one was tetracycline and they dont have that medicine in stock. It has took me over 6 hours trying to speak to a live representative. It also has been two days and they dont have the antibiotic. I called a small local pharmacy and they had the medication in stock. So the small pharmacy transferred the antibiotics and I was able to get my medicine. How can CVS not have the prescription in stock for over two days? I thought CVS was the big corporation that has everything but unfortunately they are a terrible pharmacy. I will never use CVS again EVER AGAIN! The small local pharmacies are much better because youre actually able to speak to a live representative unlike CVS where you are literally jumping through hoops with a robot to get a hold of an actual live person. It is very pleasant at the small local pharmacies unlike CVS that always has a long line and is short of help at the pharmacy. There is no excuse that I had to wait over two days for an antibiotic that has not been in stock.

  Business Response

  Date: 06/09/2025

  We appreciate Mr.****** ***** bringing this matter to our attention and apologize for the difficulties he experienced.  
  
  District leader, ***** has been in contact with Mr. ***** to discuss this experience and to address his concerns with our voice mail program.  She has reviewed best practices with the team,reinforcing the importance of good communication and patient care.
  
  If we can be of further assistance, Mr. ***** can reach out to our Customer Relations team at ********************************* ***************) and reference incident # S-13171404.
  

• Initial Complaint

  Date:06/04/2025

  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.

  Dear *********** had an issue with ********** Bucks, CVS's cash back program, not being issued even though I earned them. My $4 *** for Monday's products with order number ********* was not issued to my card even though it showed as being earned. Also, on my other order ********* with ********** did not issue the $5 ECB on that either. Both orders were picked up on May 31. I sent an email about the issue on June 2nd, which I have attached, but never got a response. I called about the issue on June 3rd at 10 am, but the representative that I got could barely speak English and hung up on me when I asked to be transferred to another representative or a manager. On June 3rd at around 8 pm I went to the CVS store in *****, AL to pick up an order and asked the Store Manager ******* for help with the issue, but she was unhelpful and rude. She could have taken care of the issue, but chose not to stating that I had to pick up the items while the sale was going on, and the *** would NOT be earned if picked up after even though I placed an online order during the sale. This information is NOT TRUE! Can you please forward this case to the corporate customer care and/or district manager so they can issue the *** to my account and compensate me with a $20 gift card for the time and frustration this issue has caused me?Thank you for your time and your help with this problem.Thank you, *********** ********

  Business Response

  Date: 06/04/2025

  We appreciate *********** ******** sharing his concerns and the opportunity to address them here.
  
  We can confirm $9 in Extracare Bucks (ECBs) have been issued to Mr. ********** account. Field leadership spoke with Mr. ******** regarding his experience and verified the mailing address for the CVS gift card. *********** was also provided with direct contact information for further assistance if any additional issues arise at CVS.

  Customer Answer

  Date: 06/13/2025

  Better Business Bureau, CVS, and *******:
  
  Thank you for helping rectify the issue with the **** and for going above and beyond to take care of me as a customer. Mr. ******* was thorough in assisting with the issue and with emphasizing with my frustration; he is a true example of management and customer service.

   

  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:06/03/2025

  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 walked into CVS this evening to purchase two drinks and some ice cream. The self checkout machine malfunctioned and charged me an extra $20 for a ******** gift card that I didnt touch and didnt want and didnt bring near the barcode scanner. The staff on duty immediately admitted that it was an error of the store, but they would not refund me and instead gave me a phone number for CVS headquarters which was closed. I had to leave the store without my and no clear way of being refunded which was deeply frustrating. It should be criminal to take money from a customer without the permission and in error and not to immediately refund it.This also wasted over half an hour of my time, and now I have to be on the phone with CVS, which is going to waste more of my time. I also missed putting my child bed. It is not OK.

  Business Response

  Date: 06/09/2025

  We appreciate Mr.****** ****** bringing this matter to our attention and apologize for the difficulties he experienced.
  
  The leadership team responsible for this CVS location has been in contact with Mr. ****** to discuss this experience and to apologize. They have taken steps to address the issues raised by Mr. ****** reinforcing with the team the importance of good communication and customer care. Mr. ****** was appreciative for the outreach and resolution provided.
  
  If we can be of further assistance, Mr. ****** can reach out to our Customer Relations team at ********************************* ***************).
  

• Initial Complaint

  Date:06/03/2025

  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.

  My eplipsey medication was purchased and was supposed to be delivered to my house. The address on the medication bottle was correct and yet cvs put the wrong shipping label on the package The package was delivered to the wrong house. I went to CVS and they told me that I shouldn't get charged twice. Yet when I called the cooperate office to make sure the address on file was correct they informed me that I would need to pay another 35 dollars to receive my medication. I refuse to pay for the same medication twice. This is life saving medication.

  Business Response

  Date: 06/09/2025

  We appreciate Ms. ****** **************** bringing this matter to our attention and apologize for the difficulties she experienced.
  
  The district leader responsible for this CVS location conducted a thorough review of this interaction and made multiple attempts to speak with Ms. **************** without success. She provided direct contact information and will be happy to speak with Ms. **************** about her findings and efforts to address this concern.  
  
  If we can be of further assistance, Ms. ****** **************** can reach out to our Customer Relations team at ********************************* ***************) and reference Incident# S-13169880.

• Initial Complaint

  Date:06/03/2025

  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.

  Literally the worst CVS you could ever use. All the staff in the pharmacy are rude and disrespectful. It is always nasty and the drive thru window is so nasty you can not even see through it. Everytime I have had to pick up my prescription they are always playing. There is no need to tell them you are going to report their behavior because they just laugh at you. I do not understand why this activity is okay when you are handling medications. They are horrible Dont expect them to fill your prescriptions in a timely manner. these people are horrible and can cause a person death because they do not take getting your medications serious they think it is a game you tell the person their medication will be ready at 3 pm and when they call you make excuses of being short handed and that the medication is in a storage been and you do not have time to look for it. forget call corporate because the complaint department has been closed down. oh by the way they will tell you they can not find any medications for because they have been off for a week. Really. I am beyond upset and I want this is investigation

  Business Response

  Date: 06/06/2025

  We appreciate Ms.***** ***** bringing this matter to our attention and apologize for the difficulties she experienced.
  
  The district leader responsible for this CVS location has been in contact with Ms. ***** to discuss this experience. He has taken the necessary steps to address the issues raised by Ms. ****** reinforcing with the team the importance of good communication and patient care. Ms. ***** was appreciative for the outreach and resolution provided.

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a prescription for ********* from my ortho sent on 5/5. I opted not to pick it up then because my pain subsided. Since then, some of the pain returned so I decided to fill it after it had been returned to stock. The CVS website stated when I was ready to pick it up, I just needed to request a refill.I submitted it at store **************************************************************************** at 5:53 pm. My mother and I were coming from an out of town appointment for her cancer treatment. We arrived there at about 6:11, but about five minutes before that, my order was updated to "returned to stock" again, order apparently canceled. I submitted it again.We reached the store, with my mother picking up one of her prescriptions. I also talked to the pharmacist explaining i tried to submit it and she said she saw it, that it went through, and I just needed to give them time to fill. We killed time in the store and the app once again kicked it to "return to stock". I assumed it was an error because I just talked to the pharmacist. Then after waiting 40 minutes, I heard two of the pharmacists talking about my prescription, indicating neither had started on it. We had to leave and gave up.I get home and submitted it AGAIN, and it was again canceled. I texted the pharmacy asking them to stop canceling. One of them tried to call while I was in the bathroom, then I get a text telling me it's too soon to refill.All I want is my prescription and neither using the refill option online, texting them, or talking to them in person has worked.

  Business Response

  Date: 06/09/2025

  On behalf of CVS Pharmacy, I would like to apologize to ************** Medico for the issues he experienced.
  
  The district leader responsible for his local CVS Pharmacy reviewed this interaction with the staff and made multiple attempts to connect with ************** without success. He provided direct contact information and will be happy to speak with ************** about this experience and steps taken to address his concerns.
  
  If we can be of further assistance, ************** can reach out to our ***************************** at ********************************* ***************).
  

• Initial Complaint

  Date:06/02/2025

  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.

  My father is a diabetic who is insulin dependent. A script was sent in for his insulin as well as several faxes to CVS which they continued to say that they did not get. Insulin is a life-saving medication for my father as well as many other people after the fourth time of faxing something over from the doctors office CVS finally said that they had received the fax. A few hours later, they still said that they were working on it and when my wife decided to go to the store to find out what the status was, they had told her that they werent sure if they had it all day, which is why they did not update her via text message once the script would have been filled. This issue has been going on since 9 oclock this morning.

  Business Response

  Date: 06/05/2025

  At CVS, our goal is to be a trusted partner in our patients healthcare. As such, we appreciate **************** sharing his concerns and the opportunity to address them.
  
  District leader, ***** has been in contact with **************** to discuss this experience and he was understanding of the situation. The pharmacy team will proactively order the medication in question to ensure availability in the future. **************** was appreciative for the outreach and resolution provided.
  
  If we can be of further assistance, **************** can reach out to our Customer Relations team at ********************************* ***************).

  Customer Answer

  Date: 06/10/2025

  [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,
  
  ******* ********* Ii

• Initial Complaint

  Date:06/02/2025

  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.

  On June 1, 2025, I attempted to complete a lawful retail transaction at CVS Pharmacy, ************************************************, involving the purchase of a $200 gift card. I presented a valid, government-issued New York State identification card. The stores point-of-sale system failed to recognize the *** and staff categorically refused to escalate the matter, verify the ** manually, or provide an alternate means of verification.Instead, I was instructed to contact CVS Customer Relations. I followed that directive immediately. During the call, I was disconnected without resolution, was not provided with a case number, and received no follow-up despite the urgency of the matter.CVSs failure to honor a legal transaction, accept a valid form of identification, and provide reasonable escalation constitutes not only a breach of standard customer service protocols, but may also fall within the scope of unfair and deceptive business practices under state and federal consumer protection statutes. The complete absence of recourse, accountability, or remedy suggests a broader systemic failure, not an isolated incident.

  Business Response

  Date: 06/09/2025

  We appreciate ***** ********* sharing his concerns and the opportunity to address them here.
  
  To help prevent fraud and protect our customers from **************************** requires identification for gift cards purchased for large amounts.  We have confirmed that Mr. ********* successfully purchased two $100 DoorDash gift cards and one $50 DoorDash gift card in separate transactions, totaling his intended purchase amount of $250.
  
  Field leadership made several unsuccessful attempts to contact Mr. ********* by phone on multiple occasions; however, the voicemail box was full, and they were unable to leave a message. Attempts were also made via email, but to date, ************ has not responded.

• Initial Complaint

  Date:06/02/2025

  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 purchased a Lycamobile *** card at CVS for $35. The *** card is expired and does not work. I have visited the CVS store three times to try to get a refund or exchange, but the staff said they cannot accept returns for *** cards. CVS **************** told me to return to the store, but the store refuses to help. My report number is S13131703. Lycamobile also said I must resolve it with CVS, but CVS will not help me. I need a refund or a working *** card.

  Business Response

  Date: 06/11/2025

  At this time, we are engaging with our team members to investigate and resolve the customer’s concern as appropriate. CVS will provide a further reply soon as possible, if there are any concerns regarding timing of a response, please let us know.

  Customer Answer

  Date: 06/12/2025

  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 # 23403362. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  I am writing to express my complete frustration with the way my claim has been handled. I received a call from the consumer service center informing me that, starting April 6th, I would need to wait 10 days for a response.
  However, I must emphasize: this delay is entirely unacceptable. The issue is very simple — I purchased a SIM card that does not work. This problem is not my fault, yet I am being forced to wait an unreasonable amount of time and being penalized for something I have no responsibility for.
  All I am asking for is a refund of my money. I am more than willing to return the defective SIM card to the store. Unfortunately, the store staff made no effort whatsoever to assist me when I initially tried to resolve this directly.
  Frankly, I expected at least a prompt resolution, especially since the store refused to help. It is extremely frustrating and disappointing to be left waiting this long for such a simple and clear issue.
  I kindly urge you to intervene and help resolve this matter as soon as possible.
  Thank you. 
  
  
  
  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,
  

  Glaucia

  
  

  
  
  

   

  
  

   

  Business Response

  Date: 06/16/2025

  Good Morning.
  
  Thank you for your patience while we researched this matter.
  
  CVS is responsible for the successful activation or reloading of these products, which can be confirmed on the original register receipt. CVS is not responsible for lost or stolen cards, or funds used without the cardholder’s authorization.
  
  I am happy to report that our team was able to obtain a credit for the LYCA SIM card in the amount of $35. In turn, we have issued you a refund for that amount back to your card. You will see your refund within 3-5 business days.
  
  Thank you again for taking the time to reach out to us. We value your business and look forward to serving you again in the future. 

  Customer Answer

  Date: 06/24/2025

  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 # 23403362. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  Hello Dear,

  I'm still waiting for the refund and the 3-5 business day period has already passed. Please, I need help to resolve this issue satisfactorily.

   
  
  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,
  

  Glaucia