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, Inc.

  PO Box 53991 Phoenix, AZ 85072-3991

• 

  CVS Pharmacy, Inc.

  180 Somerville Ave Somerville, MA 02143

• 

  CVS Pharmacy, Inc.

  2755 Canyon Springs Pkwy Riverside, CA 92507-0932

• 

  CVS Pharmacy, Inc.

  1515 NW 13th St Gainesville, FL 32601-4056

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:05/22/2025

  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.

  On 20 May 2025 I placed CVS.com order #********* with my monthly $10 ExtraCare Plus coupon (ExtraCare card ending 3524). CVS cancelled the order but never returned the $10 credit. After I contacted customer service, the agent re-issued the same $10 as ExtraBucks. The next day, 21 May 2025, I used that reward on order #*********; this order was also cancelled, and again the $10 disappeared from my account. Despite multiple follow-up chats and phone calls since 21 May, CVS has not restored the credit. I am requesting that the single $10 coupon/ExtraBucks reward be reinstated to my ExtraCare account so I can use the benefit to which I am entitled.

  Business Response

  Date: 05/29/2025

  We appreciate ** ***** bringing this matter to our attention and apologize for the difficulties experienced.
  
  Our CVS.com support team conducted a thorough review of the orders in question to understand the cancellations. They have made multiple attempts to reach ** ***** to share their findings without success. An email was sent informing her of their efforts and confirming reinstatement of reward used on the order. 
  
  If we can be of further assistance, ** ***** can reach out to our CVS.com support team at 1-800-SHOP-CVS ***************).

• Initial Complaint

  Date:05/22/2025

  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 20th, I called the pharmacy to check on the status of my prescription. I was informed by the pharmacist that the prescription needed to be rewritten. However, I was also told that I could still pick up the prescription written in the older format on May 22nd. The pharmacist stated that she would contact my doctors office to have the prescription rewritten, but reassured me that I could pick up the current version in the meantime. When I arrived at the pharmacy on May 22nd, I was told by a staff member at the window that my prescription had not been filled because it was written incorrectly. I explained the information I had received on May 20th and asked if someone could call my doctors office to help resolve the confusion. The staff member then said she would get the pharmacist.What happened next was completely unacceptable. The pharmacist came to the window and immediately began yelling at me in a highly aggressive tone, stating that the prescription was wrong, she was not going to help me, and that I needed to move. I politely asked her to stop yelling and explained that I was calling my doctors office to clarify the situation. She continued to yell over me and aggressively stated, I am not going to fill your prescription no matter what.I tried to explain that I had followed the directions given to me by her colleague on May 20th, but she refused to listen or answer any of my questions. Another staff member eventually came to the window and told me that the pharmacist I spoke with on the 20th was not there and that I would have to wait for her return to get any answers.This was an incredibly upsetting and humiliating experience. While I have encountered customer service issues with this location in the past, this is the first time I have ever been yelled at and treated with such blatant disrespect by a pharmacist. It is unacceptable for any customerespecially one following the guidance of pharmacy staffto be treated this way.

  Business Response

  Date: 06/02/2025

  We appreciate ***************** bringing this matter to our attention and apologize for the difficulties she experienced.
  
  District leader, ****** conducted a thorough review of the prescription in question and interaction to assist. ****** made multiple attempts to contact Ms. ***** without success. She provided direct contact information and will be happy to speak with Ms. ***** regarding her concerns.

• Initial Complaint

  Date:05/21/2025

  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 17th at 5:20 PM CT, I went to CVS Store #***** to return a few unopened makeup items purchased from another location. CVSs policy states returns can be made at any store, so I expected no issue. An employee named ******* was helping me and had nearly completed the refund process when another employee wearing a red CVS shirt, a durag, and with his shirt halfway up his chest abruptly interrupted.This man had no visible name tag and loudly exclaimed, Whoa whoa whoa! STOP, without identifying himself or providing context. Without reviewing my receipt or asking questions, he said I had to return the items to the original store. When I asked why, especially since the refund had gone through, he said, Well, hes not a manager. Im the manager and I said you need to take the items back, in a dismissive and aggressive tone.There were several customers in the store, and notably, he had not engaged with any of the white customers ahead of me. I was the only Black woman in the store at that time, and it was hard not to feel singled out. His conduct seemed less about policy and more about publicly asserting power over **** captured the entire interaction on video, including how he ignored other customers but escalated only when I approached. As a content creator with a sizable audience, I often record in public for my safety. I have chosen not to post the footage out of respect for both the employee and the CVS brand but I want to be clear: if this matter isnt acknowledged and addressed, I will publish it. My followers are highly engaged and, even with my discouragement, will likely leave negative reviews in response.This situation left me humiliated and disrespected, despite following every policy. I had my receipt. The products were unopened. This conduct was unprofessional and unacceptable. Im requesting escalation and action to ensure all customers, regardless of race, are treated with fairness and dignity.Register #** | Transaction #****

  Business Response

  Date: 05/23/2025

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

• Initial Complaint

  Date:05/21/2025

  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.

  Only 5/16 I visited this CVS to pick up my prescription. I was there around 11:15AM. I approached the counter and informed the cashier that I am a new transfer to this particular CVS and I m here to pick up my prescriptions. The lady grabbed my medications and rang it up at the counter. She let me know that I have a co-pay of ~ $120. I let her know that at the old CVS, I never had to pay a copay. It automatically took the copay out of my HRA account. She asked if I have anything on me to verify that. I informed her I do not and the other CVS never asked for one. Thats when the pharmacist jumped in. Even though I am standing there, he decided to address it as if I am not. He said to tell him to slide the card. I said I do not have a card to slide and in three years, I have never had a card. He just said slide the card. I asked them to hold on so I can call my CVS Benefits manager. As I am on the phone, he just kept yelling out slide the card, just slide the card. As I am on the phone, he even got one of his techs to sing a song about sliding the card. Tech started singing slide to the left, slide to the right, slide the card down the middle. The CVs benefits guy puts me on hold and calls the pharmacy, the pharmacists picks up the phone and processes my order again. Order goes through with no copay and he says over the phone, I have not seen it work like this before. He then grabs my order, plops it on the counter in front of me and says to his cashier, tell him his prescriptions are ready. As a health care company, not sure this is how you want your pharmacist and staff to treat people. No apology, nothing.

  Business Response

  Date: 05/25/2025

  We appreciate ****** ***** sharing his concerns and the opportunity to address them.
  
  We take these matters very seriously and have thoroughly investigated this concern.  Field leadership spoke with Mr. ***** to better understand the details of his experience, apologize, and invite him to return to the store to meet with our pharmacy manager. Field leadership has also taken this opportunity to reinforce with the store team the importance of following our policies and procedures for interacting with customers professionally and respectfully.
  
  Again, we apologize to Mr. ***** for his experience, and thank him for taking the time to share his concerns, enabling us to address them.   
  

  Customer Answer

  Date: 05/29/2025

  [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:05/21/2025

  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.

  Very poor customer service at the ********************** store, *********************************. Pharmacy Tech, ***, rang out my prescriptions but refused to ring out my two over the counter medicines and told me to go to the front of the store register. He was completely obnoxious. What if I was disabled, and not very mobile. I doubt it would have mattered. Complained to store manager, who reported I am not the only person to complain about him. This is second time he did this with me. A simple transaction turned into a horrible experience.

  Business Response

  Date: 05/26/2025

  We appreciate Mr.****** ******************* this matter to our attention and apologize for his experience.
  
  The district leader responsible for this CVS location been in contact with Mr. ***** to discuss this experience. He has 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 efforts to address his concerns.
  
  If we can be of further assistance, Mr. ***** can reach out to our Customer Relations team at ********************************* ***************).

  Customer Answer

  Date: 05/27/2025

  
  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. Per my phone call I was told by the district supervisor he would send a $25.00 gift card. This is still pending 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:05/21/2025

  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 been a CVS customer for a long time ever since my employer ******* made a deal for my medication to be handle by Caremark its been a nightmare I suffer from mental illness and dealing with the cvs employees is beyond disgusting over the phone and in ****** it seems like pricing went up and me being a paying sick ****** has been treated even worse than ever I have complained about this before and its the same problem theres 6-7 people working but no one helping customers in store I waited 30 mins finally get to register because that same ****** helping the line is also putting back medication in slots so she shouting can I have your name what if I dont want everybody to know my name and birthday then after I give her my information she tells me your insurance is not covering the medication you have to go to drop off Im standing at drop off everyone walking by not addressing me or asking me anything finally another ****** ask can I help you I told her Im trying to get medication again shes a register over so again shouting out my name and birthday she then tells me you have to wait another 15 mins I told her but why is my insurance not covering it she said its covered after the first ****** said my insurance is not covering it so total 45 mins I have to wait so I left I come back 2hrs Im on line again she putting medications in slots walks away and calls someone else I walk out again I SHOULD NOT WANT TO FEEL LIKE HURTING MYSELF BECAUSE GETTING MY MEDICATION DOES IT HAVE TO BE THIS DIFFICULT EVER SINCE THE NEW YEAR STARTED AND MY EMPLOYER ******* JOINED CVS CAREMARK ITS BEEN BEYOND STRESSFUL WITH GOING INTO STORE AND HAVING MY MEDICATION DELIVERED I TRULY WISH I WAS NOT SICK OR I FEEL LIKE JUST NOT TAKING ANYTHING THE RUDENESS AND LACK OF KNOWLEDGE SEEMS TO FALL ON CUSTOMER THAT PAY AGAIN WORK HARD TO PAY TO BE MISTREATED I WANT SOMEONE TO PLEASE CALL AND EXPLAIN TO BE CVS PROCEDURE

  Business Response

  Date: 05/30/2025

  At CVS, our goal is to be a trusted partner in our patients healthcare. As such, 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 incident to assist. He made multiple attempts to connect with Ms. ******* without success. Rest assured we are taking steps to address the issues raised by Ms. ******* to ensure a better experience going forward. We have provided direct contact information and will be happy to speak with Ms. ******* when she is available.      

• Initial Complaint

  Date:05/20/2025

  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.

  We needed to return three items- two unopened unused items that were just much cheaper online like probably half the price. I brought them back and did not have a receipt, they meet all the criteria for return listed on your website. He said it was be due the item was high ticket and $40. This is not a listed item to not allow return on your website. The third item was a nebulizer that did not have the tubing. It was not usable. It should have had the tubing. The fact that cvs is always so difficult. I went to multiple cvss for this issue. This is theft. The second cvs told me to call the nebulizer company which I have never given any money to and have no contract with. I adked to speak with a manager he refused. Also he yelled at me and I got it on video which I want to send to you.

  Business Response

  Date: 05/23/2025

  On behalf of CVS Pharmacy, I would like to thank Ms. **** ******* bringing this matter to our attention.
  
  Our team has assigned this matter to analyst, ******. She will communicate directly with Ms. ******* during the investigation process.
  
  If we can be of further assistance in the meantime, ********** can reach out to our ***************************** at ********************************* ***************).

• Initial Complaint

  Date:05/20/2025

  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.

  I placed an online order on April 27, 2025, that contained various items such as food products, makeup, bodywashes, etc. I received the items via multiple deliveries and was disappointed in the products I received. The majority of the food items were well passed their expiration dates. The makeup items I received were severely damaged, to where they can not be used. And The body care items were not packed correctly. The items busted and leaked all over the shipping box, therefore damaging the other items along with it. This is an unacceptable way to receive items, and I'd like a full refund for this purchase.

  Business Response

  Date: 05/28/2025

  We appreciate Ms. ****** ****** bringing this matter to our attention and apologize for her experience.
  
  Our CVS.com support team has made multiple attempts to reach Ms. ****** without success. An email was sent informing her of a refund for the damaged items and ExtraCareBucks credited to her account. They provided direct contact information and will be happy to speak with her regarding her concerns.
  
  If we can be of further assistance, Ms. ****** can reach out to our CVS.com support team at 1-800-SHOP-CVS ***************). 

  Customer Answer

  Date: 06/03/2025

  [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:05/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ***** gift card on May 10, 2025 from CVS store # **** for $100 for a Mothers Day present .When my mom went to use it a few days later the pin was scratched off and ***** employee said it was fraudulent. I went to CVS Store # **** on May17, 2025 ads spoke to store manager ****** *****. She stated that I would have to call corporate to get a refund which I did the same day. CVS Corporate said it would take 7-10 days for a decision. This is unacceptable. It should not take that long nor should I have to jump through all these hoops as a victim. It should be able to be handled at the store level. I have the receipt and a refund should be issued ASAP.

  Business Response

  Date: 05/29/2025

  We appreciate Mr. ******* ***** for bringing this matter to our attention and apologize for the issues experienced.
  
  I am happy to report that our team was able to escalate this matter to our vendor and we obtained a credit for the Macys card in the amount of $100.00. In turn, we are processing a refund for that amount back to the card used on this purchase. If the transaction is accepted by his financial institution, he will see the refund within 7 business days.
  
  If we can be of further assistance, Mr. ***** can reach out to our ***************************** at ********************************* ***************) and reference incident# S-13079276.

  Customer Answer

  Date: 06/01/2025

  [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:05/19/2025

  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 placed a order with the pharmacy department and they told me the order will be here within 2 days i called back day 3 the product was not ordered but the are ordering it on day 3 and to give it until the weekend which is 4 more days i called back on day 5 the product not available with no tracking number I talked to pharmacy and they told me to call back 3 more days which i did and now i am told to call back in 3 weeks i dont understand why i am getting the runaround I also believe the product was never ordered I asked to speak to the manager of the pharmacy department but has not yet had the pleasure I would like for cvs to be more proactive no so nonchalant

  Business Response

  Date: 05/21/2025

  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.
  
  The district leader responsible for this CVS location has been in contact with Ms. ******* to apologize and has taken steps to address her concerns. She confirmed that the medication in question had been on ordered, filled and is ready for pick up. Ms. ******* 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 ********************************* ***************).

  Customer Answer

  Date: 05/21/2025

  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. 

  [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,

  *****

  the cvs has not apologize for giving me the run around i do not appreciate the disrespect and lack of concern towards my issue and the customer service was no help at all I would like the person in charge of that store to apologize for the lack of communication I have received over the last past month 

   

   

  Business Response

  Date: 05/28/2025

  We appreciate Ms.***** ******* bringing this matter to our attention and apologize for her experience. 
  
  District leader, Soha apologized to Ms. ******* and listened to her concerns. She has taken steps to address the issues raised by Ms. ******** reinforcing with the team the importance of good communication and patient care.
  
  If we can be of further assistance, Ms. ******* can reach out to our Customer Relations team at ********************************* ***************).