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 2179 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

  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:04/30/2023

  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.

  Was trying to communicate with the lead Pharmacist on 4/28/2023 @ 10:44 (refused to give me her name). I was inquiring information about a patient and she was very rude and dismissive. States she had already spoken to our office the day before regarding a patients medication. I tried to explain the patient was confused about which medications she was able to fill. The pharmacist continued to dismiss me and hung up the phone on me. I called back again to get her name or speak with a supervisor. She then continued to be VERY RUDE and would not let me explain the situation. She then hung up on me again. I called back again because I needed clarification on fill dates for the patients medications. This time another tech answered the phone (who ended up being very helpful and listened to the situation). While speaking with the new tech, the previous tech who I spoke with was screaming in the background that she was going to file a harassment charge against our office. I asked for whoever the lead supervisor on staff was because I found it appalling that she would be so rude and hang up on a physician office trying to help a patient figure out her medication fill dates. She was annoyed that we had already called 3 times. I personally feel if we called 100 times they are supposed to be there to help customers/patients in need of clarification, especially if a patient is elderly and confused about said medications. After calling the patient and explaining said medications to them, the patient informed me that the pharmacy tech had also called them and stated our office was harassing her because we dared to call back after she repeatedly hung up on me for trying to help a patient. Also a side note, after reviewing several online reviews, this said pharmacist has SEVERAL complaints against her with practically the same scenarios, she was rude, angry, yells at customers, calls them "pill heads". I believe this is not any way to behave when it comes to medications for people

  Business Response

  Date: 05/01/2023

  At CVS Pharmacy, Inc., our goal is to make our health care partner's experience easy. When we find that we have disappointed, we believe it is important to understand what happened, and to take the corrective action if necessary.
  
  For this matter to be addressed appropriately, if we could please have the address for the CVS pharmacy location.
  
  

• Initial Complaint

  Date:04/29/2023

  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 is refusing my return of new unopened COVID at home tests. They are not expired and I have a receipt within the 60 return window. I would like a refund.

  Business Response

  Date: 04/30/2023

  At CVS Pharmacy, Inc., 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 corrective action if necessary.
  
   Please be advised that our return policy, which can be found at *************************************************************************************************************** states that at home Covid-19 test kits cannot be returned or exchanged. and we are unable to honor ****************** request for reimbursement.

• Initial Complaint

  Date:04/28/2023

  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.

  Starting on date 3/6/2023 this company has shorted my paychecks and not given me a bonus which I entirely met the criteria for. I immediately reached out to my manager, who reached out to her manager, and 7 weeks later they still have not paid me for the hours I worked. I have been continuously ignored by the district leader when I reach out to her as she is the only person in my direct line of contact that will be able to resolve the issue. I have seen her in person many times where she has acted like the issue would soon be resolved and to the day Im filing this complaint, nothing has happened. Ive had this issue with CVS before under a different set of management and it took less than 6 days to resolve the issue. The payment was for a shift differential of 50 an hour for every hour I worked between 3/6/2023 and 5/20/2023 (Im leaving the company and that was my last day of work), along with a $250 bonus.

  Business Response

  Date: 05/03/2023

  At CVS, our goal is to be a trusted partner in our colleagues welfare. As such, we appreciate ************** sharing her concerns and the opportunity to address them here.
  
  At this time our HR partners are engaging with ************** directly to resolve her concerns.

  Customer Answer

  Date: 05/04/2023

  [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:04/28/2023

  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 contacted customer relations today regarding my missing refund of $80.89. I was told that CVS and the team under *********************** failed to confirm the correct address, leaving my apartment number off of the check March 20th, resulting in a stop payment. **** failed to inform me of this, and she has not reissued the check with a tracking number as requested and like she promised to do in a letter to the ******** Attorney General's office. **** also misled me into thinking I could call and follow up conveniently at any time and today I was on the phone over 2 hours and spoke to 4 different representatives before anyone could even acknowledge awareness of the issue and attempt to help me only to see **** was out of the office as usual. This is supposed to be escalated to her manager, *******, but ******* has not provided any feedback at this time. I expect my check be reissued with a tracking number, early next week.

  Business Response

  Date: 05/03/2023

  At CVS Pharmacy, Inc., 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 corrective action if necessary.
  
  We thank ************** for her patience while this was resolved.  Our accounts payable has confirmed stop payment has been placed on the initial courtesy check sent to her and a replacement will be mailed out within the next 2 business days to the mailing address on this record. 

  Customer Answer

  Date: 05/03/2023

  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 will accept the response when they actually send the check which hasnt happened and yesterday I was told they had no idea when a stop payment would be issued 

  [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,

  Vallyn

   

   

  Business Response

  Date: 05/11/2023

  We appreciate ************** sharing her concerns and the opportunity to address them here.
  
  ****************** courtesy check was printed and mailed via **** on 5/3/23.  Please allow **** business days for mailing time.

• Initial Complaint

  Date:04/28/2023

  Type:Customer Service 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 am still awaiting my refund check for $80.89 promised from CVS since January of 2023. I never received the check *********************** stated was mailed March 20th. I spoke with a male representative from the complaints department yesterday who confirmed a stop payment was placed on the check for unknown reasons. He promised me a supervisor would be calling me and the check was to be reissued. I have not heard from any supervisor regarding my check. The next step will be a small claims case for this ongoing unprofessionalism and refusal to complete the job.

  Business Response

  Date: 05/03/2023

  At CVS Pharmacy, Inc., 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 corrective action if necessary.
  
  We thank ************** for her patience while this was resolved.  Our accounts payable has confirmed stop payment has been placed on the initial courtesy check sent to her and a replacement will be mailed out within the next 2 business days to the mailing address on this record. 

  Customer Answer

  Date: 05/04/2023

  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. 
  

  CVS has lied to me several times and already has told me 2 days ago it would be mailed in 2 days and is here repeating the same without sending it. I will accept a response that says its been sent with a tracking number as advised by the attorney general 

  [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,

  Vallyn

   

   

  Business Response

  Date: 05/11/2023

  We appreciate ************** sharing her concerns and the opportunity to address them here.
  
  ****************** courtesy check was printed and mailed via **** on 5/3/23.  Please allow **** business days for mailing time.

• Initial Complaint

  Date:04/27/2023

  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 a prescription filled, they filled it under a generic that believe it or jot masshealth doesn't cover. They made me pay cash $132 the prescription being incorrect was returned to my dr(proof obtained) and they filled it under my insurance. They then after telling me I would be refunded refuse to refund. We have battled and gotten nowhere. I want my money back

  Business Response

  Date: 05/07/2023

  On behalf of CVS Pharmacy, Inc. I would like to apologize to ***************************** for the problem encountered with his 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.
  
  Field leadership investigated and confirmed that the complaint is for a medication that ********************** filled back on 6/22/22 in CVS store# ***. The medications have since been transferred to CVS store#****. In our best interests to resolve this issue, field leadership has reached out to their help desk to rebill the claim. CVS store #**** has made several attempts to reach the patient by phone to arrange a time that is convenient for him to come pick up the refund. The patient does not have a voicemail inbox set up, therefore we have not been able to leave a message.

  Customer Answer

  Date: 05/10/2023

  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.]

  Cvs has not contacted me at all. The store that owes me is the original location not the one I currently use. I do have a copy of the receipt. Please let me know what to do and I'll do it but the store I transferred to has nothing to do with this. 
  
  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: 05/15/2023

  As stated before, we have tried reaching ***************************** multiple times - he does not answer and does not have a voicemail box set up. An email was sent to him today advising that a refund has been processed and is waiting to be picked up at store ****************************************************************************  

• Initial Complaint

  Date:04/26/2023

  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.

  A prescription was called into CVS by my Dr.'s office this morning. CVS gave me the wrong medication. Once I received my medication I contacted my Dr.s office and let them know my prescription was wrong. The Dr.'s office contacted CVS to let them know that the wrong medication was filled and when the receptionist called it in she even spelled what she was ordered. CVS then said that they wanted to speak to the Dr. whom was not in the office. The receptionist told the CVS staff that the Dr. wasn't in and she has the *** and *** number. CVS had to cancel my order so that it could be filled elsewhere. I went to the pharmacy and asked to speak to the pharmacist. The staff said she was busy and wait. While waiting, the ********* police showed up. I overheard the pharmacist say to the police that she believed it was me that was calling to fill the prescription. That I'm a pharmacy tech that works at a pharmacy and that I was calling. The Dr.'s office closed at 4 so the matter can't be resolved until tomorrow.

  Business Response

  Date: 05/04/2023

  At this time, we are engaging with our team members to investigate and resolve the customers 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: 05/10/2023

  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'm not satisfied with the response because nothing has been solved. I was investigated by the local police for forgery! I am humilated when seen by professional peers! I became ill after being without my medicine for two days due to CVS's negligence!]
  
  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: 05/16/2023

  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.
  
  Ensuring that patients with a legitimate medical need have access to medication is part of CVS Pharmacys purpose of helping people on their path to better health.  At the same time, the abuse of controlled substance medication is a nationwide epidemic that is exacting a devastating toll upon individuals, families and communities. Pharmacists have a legal obligation under state and federal law to determine whether a prescription for a controlled substance was issued for a legitimate purpose; they evaluate each controlled substance prescription and consider a variety of factors when exercising their professional judgment as to whether or not to fill a controlled substance prescription.
  
  

  Customer Answer

  Date: 05/17/2023

  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. 

  Your computer generated response in which you mention a controlled substance;  is unsatisfactory. Xanax is the medicine that you're referring to and CVS filled Ativan.  As you know,  they're in the same class but wrong medication.  (CVS's mistake number 1) The Pharmacist has the right to refuse a prescription but not the right to call the police and report me for forgery!  (CVS mistake number 2) The Pharmacist does not have the right to show the police my profile (CVS mistake number 3) CVS does not have the right to contact my employer and inform them that I'm forging prescriptions (CVS mistake number4) If CVS had in fact investigated the situation;  you would've asked for the police report. The investigation on me has been closed because I didn't forge anything. My Dr's ********************** have submitted a full report to ********* police. And the fact that the "necessity" of my medicine is questioned by you is appalling. I was diagnosed bipolar and schizophrenic in 2016. I've been taking Xanax since the diagnosis. I go to the Dr. once a month and was stupid to use CVS for years. Instead of insulting me further;  you could find a way to compensate me for defamation, pain and suffering from being without my medicine because of CVS and becoming ill and havingto go to *********** to treat my symptoms.  Which I'm sure you know didn't help because I needed my medicine]
  
  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:04/26/2023

  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 have reached out to CVS patient relations twice concerning issues that I am having with the pharmacy located at ***************************************** ************, ** *****. My first contact was with a representative named ****** on April 12, 2023. She said that the district manager by the name of Ms. *** would be reaching out to me. I did not hear back, so I called again on April 20, 2023. I spoke with a representative named *****. He said he was not sure why no one had called me, but he placed a message again and marked it urgent. I asked ***** if Ms. *** had an email that I could message her directly. He could not find one. Today is April 26, 2023. I have still not heard from anyone. I would appreciate a call back to discuss the serious issues that are occurring at this pharmacy, and I would very much appreciate if I could speak to the district manager before I have to refill my medications in May. I do not want to run into the same issues that I have been having. I look forward to your response.

  Business Response

  Date: 04/27/2023

  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 confirmed that they spoke to ************************ and addressed all her concerns over the phone. She seemed appreciative of the call and advised that she had just reached out to BBB and apologized for doing so.  

• Initial Complaint

  Date:04/26/2023

  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 04/24/2023 CVS refused to recognize a prescription I sent to their pharmacy. I am a nurse practitioner in ******. I am legally licensed and have an active **** According to ******** law, my prescription is legal and should be filled: ********************************************************************************************************************************************************************************************************************* have contacted the board of pharmacy of ******** as well as the ***** of ********* and Dangerous Drugs. I received a response from ******************************, Asst. ******* Administrator, indicating "We are not aware of any law changes in ******** that would cause that. It must be some internal policy that CVS started."I have repeatedly called CVS pharmacies in ********, the most recent being the one located in Independence. They tell me, "There's an error on the computer we can't get past." Their staff are wrongfully telling patients that the prescriptions sent by myself and my NP colleagues are not legal, which is incorrect and we worry this is affecting our collective credibility with our patients. I have called their customer service on multiple occasions. I have been given invalid emails to attempt to contact. The pharmacy staff on the customer service line are unable to help or direct me to anybody that can help.Successful resolution would include adjusting ******** CVS pharmacy computer setting to be consistent with the law and to not wrongfully tell patients our prescriptions are not legal.

  Business Response

  Date: 05/01/2023

  At CVS Pharmacy, Inc., our goal is to make our health care partner's experience easy. When we find that we have disappointed, we believe it is important to understand what happened, and to take the corrective action if necessary.
  
  For this matter to be addressed appropriatley we would need the information below:
  
  Prescriber full name:
  Mailing address of office: (old and current if applicable)
  phone and fax number: (old and current if applicable)
  NPI, **** State License ,State of license registration

• Initial Complaint

  Date:04/25/2023

  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.

  Bought a wheelchair on CVS online on the 6th of april. Received the product on the 10th of April. Was not happy with the product asked for a return. CVS online representative said she could not process it because it had not been updated in the system as delivered yet. It's been over two weeks since it has been delivered and it has not been updated in their system. I've tried to reach out to managers countless numbers of times and no one has gotten back to me about my return.Very frustrating experience.

  Business Response

  Date: 04/26/2023

  On behalf of CVS Pharmacy, Inc., I would like to apologize to Mr. *********************** for the experience with his return. 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 ******** care team has spoken with ************** and advised him that they have processed a refund in the amount of $228.99.  Please allow **** business days for bank processing.