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.

  474 Washington St Weymouth, MA 02188-2911

• 

  CVS Pharmacy, Inc.

  1501 Bayshore Rd Villas, NJ 08251-2302

• 

  CVS Pharmacy

  940 N Main St Las Cruces, NM 88001-1124

• 

  CVS Pharmacy, Inc.

  2211 Sanders Rd # NBT4 Northbrook, IL 60062-6150

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:05/28/2025

  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.

  I have a complaint with the CVS located at *************************************. Today 5/28/25 around 11am I walked into the CVS to pick up TWO *** packages that were dropped off. I walked into the store and there was noone at the front end of a store. No customers. I did not see any associate around - so I hit the bell located on the counter. No one came. At this point I was getting irritated - I noticed my packages behind the counter I came close to going behind the counter and grabbing them myself. I ended up looking up and down the isles for someone and noticed ONE female. She was stocking or rearranging - either way - she should be at the counter! I could have walked in the store and walked out with a bunch of merchandise! Ever hear of THEFT?? So I approach the woman and said "excuse me - Can someone come to the front end ? I have two packages to pick up" She had no name tag on BTW - white, older female, heavy set with light brown curly hair. and her response very snippy was...."yeah ok" I walked to the register waiting and she stands there puts her hands up and says "Name?" Tell her my name....then she proceeds to say "What type of package is it?" And she lists the carriers. When I specifically told her in the aisle "***!" She grabs my packages and says...." you got ID?" At this point I came close to telling her off and how she needs to find employment elsewhere! I show her my ID from my wallet and she moves her head up and down acting like she can't read it. ..."You are all set" ..I say "THANKS" and her response.....NOTHING!!! She had an attitude the entire time,....and was uncivil, Impolite and downright MISERABLE! And I will never set foot in that location again! I will have my *** packages delivered elsewhere because you clearly don't want customers in your stores. I had better service from ********! CVS should be the one going bankrupt!!!!!! Hopefully CVS continues to close stores along with the *********** location!

  Business Response

  Date: 06/02/2025

  We appreciate **** ********* sharing her concerns and the opportunity to address them here.
  
  Field leadership made three unsuccessful attempts to reach Ms. ********* by phone on May 29, May 30, and June 2, and left voicemails. 

• Initial Complaint

  Date:05/28/2025

  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.

  I am filing this complaint to formally report a pattern of negligent, disorganized behavior at the CVS Pharmacy located at *******************************, which I believe poses a serious health risk to patients.On May 27, 2025, I attempted to pick up a time-sensitive, doctor-prescribed medication. Despite receiving a ready-for-pickup notification, I was told the prescription had been misplaced, shelved incorrectly, or returned without informing me. Staff were confused, dismissive, and unable to locate the medication. I waited over an hour with no explanation or resolution.This was not an isolated event. Multiple visits to this CVS have involved:Delayed access to essential medications Inaccurate information from pharmacy staff A lack of communication between front-end employees and licensed pharmacists These repeated failures could result in missed doses, medical complications, or patient harm. CVS, as a major pharmacy chain, has an obligation to follow basic operational and patient safety standards. The pharmacys conduct is not just unprofessionalit is dangerously negligent.I have contacted CVS ************* and received no meaningful follow-up.I am requesting:A formal investigation into this locations pharmacy operations Confirmation that this complaint has been escalated to CVSs internal compliance, risk, or patient safety team A written explanation of the steps CVS will take to prevent further harm

  Business Response

  Date: 06/03/2025

  At CVS, our goal is to be a trusted partner in our patients healthcare. As such, we appreciate Mr. **** ******** sharing his concerns and the opportunity to address them.
  
  The district leader responsible for this CVS location conducted a thorough review of the medications in question to assist. She tried to contact Mr. ******** to share her findings and steps taken to address this experience without success. Rest assured we take these matters seriously and have thoroughly investigated these concerns. Mr. ********* information remains secure.
  
  If we can be of further assistance, Mr. ******** can reach out to our Customer Relations team at ********************************* ***************) and reference incident # S-13132951.

• Initial Complaint

  Date:05/28/2025

  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 bought a money *** card at cvs in ************. The young man that checked me out didnt know what he was doing because he asked me for a credit/debit card to complete the transaction said the register is a credit/debit card register. I explained to him that I can only play cash on the money *** he processed with the transaction took the money gave me my receipt and I left. The next day I went back to the cvs because when I try and load the money *** says invalid. The young lady at the register at the cvs didnt know what to do she called her manager by the name of ****** who was more clueless than anything she blamed everyone but her own employees for NOT BEING TRAINED PROPERLY. And I need to call money*** or cvs. We'll im at cvs i gave cvs my money and I am unable to use the card or my money. I called cvs they see the transaction and tell me it will take 7-10 bus days to figure it out. Meanwhile I dont hv my money. Cvs has definitely lost a customer. I need my refund back ASAP

  Business Response

  Date: 06/01/2025

  We appreciate ******* **** sharing her concerns and the opportunity to address them here.
  
  We have sent Ms. ****** concerns about the GreenDot MoneyPak purchase made at CVS to our third party vendor, GreenDot. GreenDot made multiple unsuccessful attempts to follow up with Ms. **** to obtain a mailing address, requesting a call back each time. 
  
  If Ms. **** requires further assistance, Ms. **** can contact GreenDot at ************************** and reference Case# *********.   

  Customer Answer

  Date: 06/05/2025

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

  [I have been in contact with greendot. They have not asked me for my address just the receipt. I paid CVS not greendot. I need my $56.95 back asap. 

  CVS and Greendot is both unprofessional. I paid CVS and the moneypak card did not load. I am owed my money back. I should not have to jump thru hoops to get my money back and lied on. 
  
  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,

  Talonna

   

   

  Business Response

  Date: 06/11/2025

  We regret that we have been unable to resolve ******* Hurts concern. We feel that all reasonable attempts have been made to provide a satisfactory outcome.

  Customer Answer

  Date: 06/11/2025

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

  I am sorry but I did not give the cash to Moneypak I have the cash to CVS. I have tried to work with the company CVS referred me to work with and I have not received my $56.95. I need my refund from CVS i did not purchase from Moneypak. 

  Your CVS representative did not load the moneypak correctly. I personally gave the money to CVS. CVS has my money. And I need my money back asap. From CVS!  Filing a class action lawsuit will be agaiant CVS not moneypak. I have the receipt from CVS. CVS only allows cash transactions. CVS has my cash and I need it back. I am trying to get it back from. CVS where is my money. No one from CVS has contacted me. 

  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,

  Talonna

   

   

• Initial Complaint

  Date:05/27/2025

  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.

  Dear CVS Customer Relations,I am writing to express my frustration with the service I received at one of your pharmacy locations CVS Pharmacy Store #*****, ********************************** while visiting out of town. I attempted to refill a routine prescription and was initially told by a technician that the pharmacy was not accepting new clientsa policy I was unaware CVS enforced.After explaining I was visiting and due for a refill, I was told it would be ready the next day. When I returned, I was told there would be a delay another staff member asked the same questions and said the medication had not been ordered but would now be requested for the following day.On Day 3, I received a text stating it would be ready after 5 PM, but when I called to confirm, I was told it was not ordered in time and wouldnt be available until Tuesday due to the weekend and a holiday. This led to a seven-day delay in filling my prescription. On Tuesday I was told there was another delay and that's when I asked to speak to the person in charge.The manager, I was only told the name ****, who was rude, refused to give his last name, and took no responsibility for the miscommunication. He also dismissed the importance of internal notes, which clearly contributed to the disorganized service.This location showed no consistency, failed to document previous interactions, and left me repeating myself each visit. I was also told there was no complaint process availablecompletely unacceptable for a national chain.I expect CVS to investigate this matter and follow up with clarification on policies, accountability for the delay, and steps to improve communication and service standards.

  Business Response

  Date: 05/30/2025

  We appreciate Ms.**** ****** ******* bringing this matter to our attention and apologize for the difficulties she experienced.
  
  District leader, ******* has been in contact with Ms. ****** ******* to discuss this experience. She has taken steps to address the issues raised by Ms. ****** *******,  reinforcing with the team the importance of good communication and patient care. She was appreciative for the outreach and resolution provided.
  
  If we can be of further assistance, Ms. ****** ******* can reach out to our Customer Relations team at ********************************* ***************).

• Initial Complaint

  Date:05/27/2025

  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 05/24/2025 I went into the CVS store to purchase a gift card for $10.00. After purchasing I tried to use it, only to find out it doesn't work! The receipt says its activated, but when I call the number to check the balance, it says the card is not active! When I check the balance online I get this error page ( see screenshot) I can't use it for anything it's useless. I went back to the location I bought it, was told I couldn't get a refund or replacement they couldn't do anything to help me and was told to call a number which I did. I spoke to someone and said I would need to wait 7-10 days for a replacement! Why would I need to wait anything for a replacement this isn't my problem! I want my refund NOW or a WORKING gift card NOW not next month! I just like to mention, I also received a gift card for CVS from somewhere else for $5 , and that gift card too isn't working! There is definitely something much bigger going on here with these gift cards from CVS. They're selling bunk gift cards and taking ppls money refusing to refund and give immediate resolutions! This is some kind of fraud scheme that needs to be locked into deeper! I no longer want a replacement I just want my money back NOW not 10' business days from now! When I told the representative I was going to file a complaint about this, she ENCOURAGED me to do so. She didn't care! This is unacceptable business practice at its best! I'm very upset about them taking my money and turn around and treat me this way.

  Business Response

  Date: 05/29/2025

  We appreciate ****** ********* sharing her concerns and the opportunity to address them here.
  

  We sent Ms. ********* an email confirming that a replacement $5 CVS gift card was issued and successfully loaded.
  

  Additionally, field leadership verified that they called,and she returned to the store to sign for and pick up $10.

  Customer Answer

  Date: 05/30/2025

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

  They have only refunded me the $10 for the card I purchased in store. But for the $5 gift card that doesn't work, they sent me another one, and that one is having the same issue. I have emailed them 2 times to tell them and I got a response back, they are claiming the $5 is on it, and that may be true but just like the other one it says its not activated! So I'm unable to use it even though there's a balance on it. I have emailed them about this and they have not responded back to me or replaced it with a working one. 
  
  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: 06/02/2025

  We have determined the card ending in 8201 was activated and successfully loaded for $5. We feel that all reasonable attempts have been made to provide a satisfactory outcome. 
  

  Customer Answer

  Date: 06/02/2025

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

  As previously stated the replacement card ending in 8201 does have a balance of $5 BUT I cannot use this card because the system is claiming it's not activated! Please read that over until you understand the difference between a card having a balance and being able to use it. Any card can have a balance, but still is capable of not being able to use it regardless of the balance. This is the case here. The card is not activated which means I cannot use it, regardless of the balance. It's not being accepted by the system! It's unusable.. to understand what I mean please call the number to check the card balance and you will hear it for yourself that it says the card is not active! If  you don't want to do that, you have not done everything you can to meet the satisfaction of this case and it will remain unresolved!

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:05/27/2025

  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.

  I had dental implants (2) surgery on May 22, 2025. ** sent a prescription for extra strength ********* same day. I got a text from the pharmacy that prescription was filled at 4:46 PM that day. delivery is supposed to be made the next day. I also did request the delivery. next day May 23 I called them 4 times asking when it will be delivered. A man **** responded 4 times lying that the medication has been picked and I will received shortly & that I need to be patient. I was in horrendous pain. He told me to stop calling & distracting him. At 9:35 PM, I called again & spoke to a pharmacist ****** who told me she had just filled the prescription (!!!) & that it will be sent out the next day May 24. I asked her why it takes 2 days to fill pain meds. she said its just *********! Like it was OK not to have it delivered. next day May 24 I called the pharmacy again, spoke to another woman who was rude, didnt let me talk, interrupted my every word, told me that I am passive aggressive: she told me that **** is a floater, like it explained why he lied, confirmed that ****** filled my meds only on May 23 at night (2nd day after the prescription was went to the pharmacy) , told me that my meds were picked up at 11 AM, refused to answer my questions or even give me a chance to ask any, barked at me, talked over me, and hung up. She then called me again, refused to introduce herself & told me that the meds had not been picked up, and will be delivered on May ******************************************************************** that meds were filled on May 23 when prescription was filled on May 22 according to the CVS text. She told me that it was ****** not her although shes on tape saying that.. I have been unable to get my pain meds for 3 days now, everyone i spoke to lied, all pharmacy ******************************************* were violated. There is no one in charge, no one responsible for anything. I have tapes for proof I cant upload here

  Business Response

  Date: 05/30/2025

  We appreciate Ms.Anya Mccomsey bringing this matter to our attention and apologize for the difficulties she experienced.
  
  The leadership team responsible for this CVS location has been in contact with Ms. **************** discuss this experience. They apologized for the delays she experienced and followed up with the team to ensure a better experience going forward. Ms. ***************** appreciative for the outreach and steps taken to address her concerns.
  
  If we can be of further assistance, Ms. ***************** reach out to our Customer Relations team at ********************************* ***************).

• Initial Complaint

  Date:05/27/2025

  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.

  CVS is calling me & texting me continuously to try to sell me something or to give me information I didnt ask for and dont want. All I wanted was a text message to let me know when prescriptions are ready, I was told they cant do that - if I want to know when they are ready I HAVE TO receive any messages they feel like sending me - such garbage customer service! I blocked their text messages & now they are calling me to sell me vaccines! I was told I need 3 vaccines - CVS IS NOT MY DOCTOR! They do NOT have my medical information. CVS needs to stop overstepping and JUST FILL PRESCRIPTIONS & not call with deceptive information about health care! When I told the caller totake my name off their calling list she refused. This is way out of line, I realize they dont care about customer service, but this is ridiculous. From now on, I will be blocking their calls & reporting them as spam unless they STOP the unsolicited marketing calls.

  Business Response

  Date: 06/03/2025

  We appreciate Ms.***** ******** bringing this matter to our attention and apologize for her experience.
  
  We made multiple attempts to reach Ms. ******** without success. Per her request, CVS has opted her telephone number from future vaccination offerings. If we can be of further assistance, Ms. ******** can reach out to our Customer Relations team at ********************************* ***************).

  Customer Answer

  Date: 06/04/2025

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

• Initial Complaint

  Date:05/26/2025

  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.

  CVS invaded my privacy by asking and record my phone number when I do my purchase and asking to scam my ID when I do my return. It is illegal to collect consumers data information and store such information into CVS system. On May 24, 2025, I purchased something at CVS, I was asked for my phone number. Today, May 26, 2025, when I returned the item to CVS to get my refund, I was asked for my ID to scam to ********************** system. Without provide my ID, the store manager **** will not let me do the return. She said if I have any complaint, call the corporate customer number. But on the company return policy, require ID for a cash purchase return/refund was not ********* complaint here:1/ CVS has no right to collect/store customers phone number when doing cash purchase. 2/ CVS has no right to collect/store customers personal information, such as customers ID. 3/ If ********************** wants to do so, it must in writing, pre-inform customer and make it readable to the general public.

  Business Response

  Date: 06/04/2025

  We appreciate Ms. ******* H sharing her concerns and the opportunity to address them.
  
  At this time, we are engaging with our team members to investigate and resolve Ms. ******* concern as appropriate. CVS will provide a further reply to her soon as possible. If there are any concerns regarding timing of a response, please let us know. Ms. ******* has been provided with direct contact information should she have any questions in the meantime.

• Initial Complaint

  Date:05/23/2025

  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 May 23rd, 2025, I visited the CVS Pharmacy located at ************************************************ to pick up a prescription. Before completing the purchase, I informed the pharmacy technician (named ******) that I had a coupon code. She immediately rolled her eyes and said, You should have started with that, in a dismissive tone, then shook her head as she wrote down the code.She asked me to wait *********************************** a nearby aisle, I overheard her mocking me to her coworkers including the pharmacist on duty. She was laughing and repeating our interaction loud enough that I clearly understood she was referring to me.When I approached and asked if they were discussing me, the pharmacist on duty denied it and apologized, but I am confident in what I heard. ****** then refused to finish helping me and asked the pharmacist to complete the transaction. As I was checking out, I could still hear her in the back saying, Dont try to start with **** find this level of disrespect, especially from pharmacy staff entrusted with patient care, to be completely unacceptable. I value kindness and professionalism, particularly in healthcare settings. I am filing this complaint in hopes that CVS will address this behavior appropriately.

  Business Response

  Date: 05/24/2025

  At CVS, our goal is to be a trusted partner in our patients healthcare. As such, we appreciate Ms. ****** ******** sharing her concerns and the opportunity to address them.
  
  Our field leadership team has taken steps to address the issues raised by Ms. ******** reinforcing with the pharmacy team the importance of communicating professionally and effectively to support patient care. Field leadership personally spoke with Ms. ******** to apologize and resolve the concerns. The matter will be addressed internally with the staff, and additional retraining will be provided to the team as needed.
  
  If we can be of further assistance, Ms. ******** can reach out to our ***************************** at ********************************* ***************) and reference incident number S- ********.

• Initial Complaint

  Date:05/23/2025

  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 May 18, 2025, I went to the CVS Pharmacy at ************************************* ********, ** *****. store id *****. I went to the drive through to pickup medication. It was about 1:28pm and the pharmacy closes for lunch at 1:30pm. *** the pharmacist came to the window , I paid for the medication with my credit card via the drive through drawer tray, then *** put the card and medication back in the drawer tray for me to retrieve. However, he did not provide a consultation of any kind or confirm the medication or dosage amount with me as he was in a rush to go to lunch. As soon as I retrieved the medication from the tray, *** immediately pulled down the shade at the drive through and closed the pharmacy to run for Lunch before I can even read the label on the medication. I then realized it was wrong dosage and had no choice but to return after 2pm (i returned about 2:15pm) when they reopened but *** refused to provide a refund. He kept saying medications are not returnable due to state law since the medication already left the store. This is ludicrous. This may be true, but in this case I was due a refund since I was given no chance to review the order. CVS does not have to take my medication back they can still provide a refund. I do not have to accept what he gives me without recourse. A consultation or at least a discussion as to what is being dispatched to the patient is always required or a patient may ingest something incorrect without reading the label and something catastrophic can happen. Running for lunch is no excuse and in no way should a pharmacist behave this way. I am due a refund but *** refuses to provide one. I then left the medication on the counter since it was the wrong dosage and left the store.

  Business Response

  Date: 05/31/2025

  At CVS, our goal is to be a trusted partner in our patients healthcare. As such, we appreciate Mr. ***** ******* sharing his concerns and the opportunity to address them.
  
  The district leader conducted a thorough review of the medication in question and confirmed that the prescription in question was dispensed as written by the prescriber.  That prescription was for one of two strengths of the same drug of which Mr. ******* had a history of taking concurrently in accordance with his prescribers directions.  The pharmacy subsequently learned that Mr. ******** intent was to refill only the prescription for the other strength of the drug. The pharmacy contacted his prescribers office for clarification and to support continuity of care for Mr. ********
  
  The district leader has been in contact with Mr. ******* and as, a courtesy, a money order will be processed and mailed to him to address his request for a refund.   
  
  If we can be of further assistance,Mr. ******* can reach out to our Customer Relations team at ********************************* ***************) and reference incident S-13082121.

  Customer Answer

  Date: 06/02/2025

  I am rejecting this response because it is irrelevant if the medication was dispensed as prescribed.  Regardless, I should have been given a consultation and a chance to review what was dispensed.  The dosage was incorrect.  The dosage has been corrected by my *** and I was given the correct dosage after this incident at another location. The point is a refund should have been given immediately since I did not have any chance to review what was dispensed instead of putting me through this nonsense.

  It is also true the district leader has been in contact with me. The district leader confirmed my story as she reviewed the video of the incident. However, the district leader told me I must come to the store for a refund. I am not willing to come to the store. Why can't the transaction be reversed. We also discussed mailing a check but the district leader said that could not be done.  I was offered a gift card but do not want a gift card. There was no discussion of a money order being mailed. I do not want a money order. A money order requires a visit to the bank. i should not have been put in this position. Keep your money order, I filed a chargeback with my bank.

  Thank you,

  ***** K

   

   

  Business Response

  Date: 06/04/2025

  We regret that we have been unable to resolve Mr. ******** concern. We have shared their additional feedback with Field Leadership who oversees the store.