Complaints

This profile includes complaints for CVS Pharmacy, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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

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• 

  CVS Pharmacy, Inc.

  1 Cvs Dr Woonsocket, RI 02895-6146

• 

  CVS Pharmacy, Inc.

  PO Box 53991 Phoenix, AZ 85072-3991

• 

  CVS Pharmacy, Inc.

  180 Somerville Ave Somerville, MA 02143

• 

  CVS Pharmacy, 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:05/20/2025

  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 ********************************* ***************).

• Initial Complaint

  Date:05/16/2025

  Type:Order 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.

  This store location in *******, ** at ************************************ is constantly closed earlier than the posted time! I just came here with an assigned DoorDash order that I cannot fulfill because the lights are all off with the door locked, and some creepy person sitting in their car in the parking lot, probably an employee who was trying to get out early. Please either update your hours, or fire your employees who close early because they dont want to do their jobs. Thanks!

  Business Response

  Date: 05/19/2025

  On behalf of CVS Pharmacy, Inc., I would like to apologize to Mr. ****** ****** for the experience with his local CVS. At CVS,our goal is to make our customers' shopping experience easy. When we find that we have disappointed a customer, we believe it is important to understand what happened, and to take the correct action.
  Our field leadership team has thoroughly investigated the concern and discussed it with the manager. The manager has adjusted the schedules to ensure the store remains open during the correct hours and has informed the team to prevent any further issues. Additionally, the leadership team has made multiple outreach attempts to Mr. ****** to express our apologies.
  If we can be of further assistance, Mr. ****** can reach out to our ***************************** at ********************************* ***************) and reference incident number S- ********. We greatly appreciate the effort in bringing this matter to our attention, allowing us to address it and prevent future occurrences.

• Initial Complaint

  Date:05/16/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CVS cancelled my entire same day delivery order #********** for three items today, claiming that the items were "out of stock." This is not believable because all of the items are common and still show in stock at all nearby stores. The order was supposed to be delivered about 10am today, and CVS didn't even tell me of the cancellation until an e-mail at 11:31am. I called customer service to ask if the order could be changed to pickup, and was placed on hold for 20 minutes and then disconnected. CVS did not return or reinstate the discounts and coupons I used on these items, and so I cannot re-order these items for pickup at the same prices.

  Business Response

  Date: 05/23/2025

  We appreciate Mr. **** ******* bringing this matter to our attention and apologize for his experience.
  
  Our CVS.com support team conducted a thorough review of his order and discovered that our delivery provider had cancelled the order due to driver availability. CVS.com support processed a replacement order at no cost and confirmed delivery on 5/20/2025. Additionally, they replaced the coupons used on the order and informed Mr. ******* of their efforts. Mr. ******* was appreciative for the outreach and resolution provided.
  
  If we can be of further assistance, Mr. ******* can reach out to our CVS.com support team at 1-800-SHOP-CVS ***************).

  Customer Answer

  Date: 06/04/2025

  Upon receiving this complaint CVS quickly attended to the issue and rectified the problem.  I received prompt delivery of the products in question, together with a goodwill gesture on account from the ********************** agent assisting.
  
  This matter can now be considered resolved, and the complaint resolved accordingly.
  
  -**** *******

• Initial Complaint

  Date:05/15/2025

  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.

  May ******* at the Longs CVS Ala Moana store I purchase some groceries and I checked out my order at the counter and she said if I have a cvs extra care card and she said my total amount after redeemed my extra care credit and she said if I wanted a receipt and I said email and I paid for with a Longs gift cards. at 10am I havent received any email receipt so I called the Ala Moana store and the manager said we have no control of any email receipt and survey services and she called me a female name and I was offended by that racial discrimination or slander I am a Man and it was so rude and I dont want her or any managers at Longs CVS to call a man or woman with nothing who am I have the pleasures to talk to and your name but she didnt say that I am very upset with her unprofessional rude attitude towards me and I hope you can get some kind of apology from that Managers at the ********* store at 10am I just wanted to tell her to resend me a email receipt for my purchase today thank you

  Business Response

  Date: 05/20/2025

  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.

  District Leader, Jin has been in contact with Mr. ****** to discuss this experience and has provided him with a receipt. Jin has taken steps to address the service issues raised by Mr. ******* reinforcing with the team the importance of good communication and patient care. Additionally, our ********* team has conducted a thorough review of the account to ensure prompt delivery of digital receipts. Mr. ****** has direct contact information should he require any further assistance. He was appreciative for the outreach and resolution provided.

  Customer Answer

  Date: 05/20/2025

  [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:05/15/2025

  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 wife ordered some laxatives from CVS prior to her scheduled colonoscopy on Tue May 20, with an initial delivery date for this week. At 11 am today she received a notice that the shipment is delayed until Monday, May 19, too late to be of use to her. She called CVS support, who indicated that she has no recourse to cancel or alter the order. So, her SCAN Health benefit will be charged for the order. She will have to purchase the products again at a CVS store directly, effectively double billing her SCAN Health account for the purchase. This policy affects both us and SCAN Health directly. We feel it is up to CVS to make it right.

  Business Response

  Date: 05/19/2025

  We appreciate *** ****** ****** for bringing this matter to our attention.

  Our OTCHS team spoke with *** ******* spouse and assisted with a balance adjustment for the three items that did not arrive in time,totaling $37.00. The team apologized for the delay in receiving the order and encouraged them to shop in-store at CVS to avoid any delays in obtaining the items needed in advance of any upcoming procedures.

  If we can be of further assistance, *** and Mrs. ****** can reach out to our ***************************** at ********************************* ***************) and reference incident number S-13071726.

• Initial Complaint

  Date:05/15/2025

  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 go to pickup prescriptions and give a name and D.O.B and end up receiving prescriptions for another member of household instead. I have to make return trips to get correct medications. I receive a text that medicines are filled and when I go to pick them up they are not ready and I have to wait. Staff tells across counter and demands patient information instead of speaking in a manner to where others cannot hear information being disclosed.

  Business Response

  Date: 05/16/2025

  On behalf of CVS Pharmacy, Inc. I would like to apologize to Mr. ****** **** for the problem encountered with their local CVS. At CVS, our goal is to be a trusted partner in our patients'health care. When we find that we have disappointed a patient, we believe that it is important to understand what happened and to take the appropriate action.
  
  We would appreciate it if Mr. **** could provide the store location of their local pharmacy so we can have someone reach out to discuss their experience.
  
  Mr. **** can also reach out to our ***************************** directly at ********************************* ***************) and reference incident number S- ********.

• Initial Complaint

  Date:05/15/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It usually takes at least one day after the doctor has placed my medications through. It takes them one day to have them ready at this at CVS on ******************* in *****. In addition I always run out of my medications two weeks before their due. are they cutting me short on thenumber of pills. This is critical when my meds have to do with blood pressure And today after todays my meds were not ready and they had a power outage so now Im almost on three days without blood pressure meds. Excuse the typos and grammar I am dictating this in this microphone really is not as good.

  Business Response

  Date: 05/19/2025

  We appreciate Mr. ***** ********* bringing this matter to our attention and apologize for the difficulties he experienced.
  
  The district leader responsible for this CVS location has been in contact with Mr. ********* to discuss this experience and to apologize. Mr. ********* explained that he needed a refill due to sudden increase on his medication. However, the pharmacy was unaware of the change. The pharmacy team is working with his prescriber to obtain an updated prescription. Mr. ********* was appreciative for the outreach and efforts to fully address his concerns.
  
  If we can be of further assistance, Mr. ********* can reach out to our Customer Relations team at ********************************* ***************).

  Customer Answer

  Date: 05/19/2025

  [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:
  
  CVS contacted me the same day and we resolved the issues. It was a misunderstanding and a minor typo on the prescription not reported to the pharmacy.

  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:05/15/2025

  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.

  Date: 5/14/25 I am a radiation oncology nurse. I have a patient who is to receive radiation to his head/ neck. He is claustrophobic and requires medication. He will wear a mask that will be snapped to a table during his treatment so he does not move. Today I received a fax, "Request for new prescription for controlled substance". Fax states, "Prescriber Action Required". I dutifully filled out the request for the Chelsea ********************* The prescriber left the office for the day. I filled out as much of the document as I could. I scanned it to my email, then sent it to the prescriber. She was unhappy that CVS was challenging her script, as all the information was on the electronic prescription. She was unable to complete the request form due to location. I called CVS, unable to speak with a person. The electronic phone tree is a nightmare to get through and makes you leave a message. I did not leave a message; I needed the answer before leaving work. To ensure my head and neck radiation patient was going to get the ****** prescribed, I went to CVS to advocate for the patient. The pharmacy technician assured me that the patient's ****** script was filled. I asked why the "Request for new prescription for controlled substance" form was necessary. The technician asked the pharmacist to assist. The pharmacist states, I don't know why these forms get generated. Pharmasist states, "You should have called the doctor line." I stated, "I would be happy to next time. Do you have the phone number." Pharmasits states, "No." That is where the conversation stopped, I told him I was not upset with him, but the unessesary and poor communication on CVS's part.

  Business Response

  Date: 05/21/2025

  At CVS, our goal is to be a trusted partner in our patients healthcare. As such, we appreciate ****** **** sharing her concerns and the opportunity to address them here.  
  
  Field leadership spoke with the prescriber, apologized for any inconvenience, and informed them about the prescriber line option; which facilitates easier communication with the pharmacy team. Additionally, field leadership addressed these concerns with the store team to prevent any future delays in patient care.