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:04/14/2023

  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'm getting "this coupon was sent to a different extracare card" while l have no other card to send to. Because of this issue I cannot place the pickup order to use the "PICKUP20" coupon to purchase floss and toothpaste, which I am currently running out of. Please fix the **** app so I can use my extrabucks reward. I've subscribed for a whole year and I don't know if this issue is going to happen again and it's annoying.

  Business Response

  Date: 04/23/2023

  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: 04/24/2023

  ok, please help me check if it's the system issue or what cuz I really don't want it happens again to my account.

• Initial Complaint

  Date:04/13/2023

  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.

  I got a doctor's prescription which is Ear Drops (CORTISPORIN) ordered to CVS on 4/12/2023 and they gave a wrong medicine which is EYE OINTMENT (again this is EYE Ointment instead of EAR DROPS), i went to the store and explained the pharmacist (Young, white, tall named ***** or something) that this medicine is wrongly delivered. Instead of apologizing, he constantly argues with me and behaving very rudely, shouting with some racial and slang languages and asking me to leave the store without any reason. I don't know who offered this person customer facing job but he probably needs to go to rehab for behavioral practices. I took the refund and i went back home and promised myself that i don't wanna go to CVS in future. Now it is your duty to change my perception and took very tough disciplinary actions against that pharmacist to make your organization proud and make customers feel safe.I have uploaded both the receipts, Initial buying and refund slip. Store no - **** Register No - 09 Transaction No - **** Store Address - *************************************************************

  Business Response

  Date: 04/19/2023

  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 reached out and spoke to the patient today 4/19/23 to apologize for the level of service he received and to listen to his concerns. Field leadership was able to investigate and review the medication that was written and filled and discussed where the confusion was. The patient was able to receive his medication at another location and we provided a refund from the store to resolve the concerns at this location. 

• Initial Complaint

  Date:04/13/2023

  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.

  My Insurance Provider is forcing me to use either CVS or Optim RX for my Rx. Of course I had to go through several iterations of failed refill attempts at Walgreen's before I received information about this change on 4/11/23. I immediately requested that my Rx be transferred from ********* to CVS. One of my Rx transferred but the other (the one I need ever yday) did not. No reason for the lack of transfer has been provided. My Dr. ********************** ALSO submitted a refill of the needed Rx to CVS, which was confirmed as having been done on 4/12. Currently, CVS says they do not have the Rx I need in their records. I have provided the correct information to them multiple times and I still cannot get my medication. I have gone without this medication, which i need daily sice Monday 4/10 because of all these changes and badly managed communications between BCBX of ********, ********* and CVS. Since I have been without my Rx for so long, I am experiencing a cascade of health concerns. I feel terrible, I am experiencing dizzy spells, I cannot drive, I have had to cancel plans, and have lost productivity. None of the corporation conspiring to withhold medications and healthcare from me have explained themselves. I don't understand how it is legal to hold someone's well being hostage this way. I want my meds.

  Business Response

  Date: 04/17/2023

  On behalf of CVS Pharmacy, Inc. I would like to apologize to ******************************* for the problem encountered with her 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 has investigated her concerns and found that the patient's insurance requires a 90 day script. The one that was transferred to CVS only had a 30 day supply. The pharmacy received a 90 day script from the prescriber on 4/13/23. Field leadership confirmed that the patient was called, they explained the situation and apologized for any inconvenience, Field leadership also confirmed that the patient picked up their medications on 4/13/23.   

• Initial Complaint

  Date:04/12/2023

  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.

  The cvs pharmacy told me I had a 10 dollar discount. Then they proceeded to tell me to sign up for carepass. I said no and she said but youll get discounts every month. I was given no information that I would be charged 5 dollars a month which I have been charged since July 2022. It is illegal to charge an amount without confirming consent.

  Business Response

  Date: 04/16/2023

  On behalf of CVS Pharmacy, Inc., I would like to apologize to *********************** for the experience with her 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 team called, left a voicemail, and emailed ****************** advising that they refunded her $49.41 for the 9 months. 

• Initial Complaint

  Date:04/12/2023

  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.

  CVS at ************ has withheld my seizure medication for 3 weeks and has not fulfilled the order which could result in my death.

  Business Response

  Date: 04/19/2023

  On behalf of CVS Pharmacy, Inc. I would like to apologize to ***************************** for the problem encountered with her 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 has investigated and determined that there is a nationwide backorder on many medications including the medication that ****************** is requesting to be filled. Generally speaking, once the medication comes back in stock, the pharmacy will fill the medication. The only other alternative in this case would be to travel to another location to fill the medication or have the prescriber call in an alternative. 
  
  Field leadership has reached out to the patient's prescriber to ask for an alternative but has not heard back. Field leadership has also made several unsuccessful attempts to try to reach the patient and left voicemails.    

• Initial Complaint

  Date:04/11/2023

  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.

  They put people in a bad and medically dangerous position playing around with rx refills.Cant do my refill through app. Dont answer their phone.Have to drive there repeatedly and be treated abusively and waste hours every month getting refill. They promise open 24 hours. Was told cant fill rx at 12 am for next day bc they just dont want to. I was put in this position bc I was. Promised if I accepted 27 pills I could get early refill and not miss a day. I need my rx to not run out. It is medically necessary! They lied and were abusive when I followed directions. Now this will s**** up my work and day tomorrow. Reached out about this before Mgr promised follow up. TOTAL LIE.They were 3 short in on my rx last time. Tonight I Reached out day before out as requested. **Phone is a minimum 1 hr hold. **Had to drive all the way there just to ask for rx refull.Pharmacist on a nasty power trip. Initials MJ. Hateful speech and attitude. Took 15 minutes of asking just to get him to agree to leave a note requesting rx be filled at 6am. Tried to insist I call in at 7am. Reason? People ask for refill in the middle of the night.So because theres a demand they punish people.Pretty sure he lied and wont do it. Was incredibly condescending, acted like me asking for my rx was a problem. Hateful. If you dont have to go here avoid the majority of pharmacy staff are clearly bottom of the barrel rejects and just hateful.

  Business Response

  Date: 04/19/2023

  On behalf of CVS Pharmacy, Inc. I would like to apologize to **************** for any problem she may have encountered with her 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.
  
  In partnering with our District Leader,  they have advised that they have addressed the service issues **************** has encountered with both the field leadership team as well as the pharmacy team.
  
  Our District Leader has also offered her personal cell phone information should **************** want to discuss her concerns in further detail or have any additional information, and would like her to feel free to contact her directly. 
  
  

• Initial Complaint

  Date:04/10/2023

  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.

  I placed an order through CVS as I receive OTC benefits through my insurance. The order was delivered on 03/25/2023 on *** tracking in ******************* when my address is in *************. The history also shows how there were attempts to deliver the order on the 28th, 29th and 30th. Which is contradictory if the package was initially deliver on 03/25.On 03/27/23 I called CVS to report the package as lost/stolen. They told me they would give me a call back and I never heard back.On 04/10/23 I called CVS and spoke to ***** twice who put me on hold the 2 times as she couldnt find a solution to my problem. Then I called back and ***** answered. Every request I had for him was answer with a NO. Please listen to the call as he needs a lot of feedback. (5:37pm call for 43mins).He said I had to deal with *** to resolve the issue as they are the ones that lost my package. I called *** and they confirmed *** does not deal with receivers of packages. They reimburse the shipper of lost/damages packages. Contrary to ****** advised. *** also confirmed that the claim they have is closed on their end and they have refunded CVS for the lost package. However they refuse to replace the lost items to me or reimburse me. I called CVS again to report what *** had said and had to speak to 2 more representatives as the first one put me on hold again. This seems to be a standard practice of their representatives when they dont know what to do; instead of being upfront about the situation and escalate it. Unfortunately none of the representatives couldnt help me and I am stuck with a 250 dollar bill of medication that I havent received and CVS refuses to replace or credit my account back.Please help resolve this problem. Let me know if anything else is needed to find a solution. Best,*********** See attachment for full details and screenshots

  Business Response

  Date: 04/17/2023

  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.
  
  To properly assist ********** with her concern we would need the order# for her OTC request.  

  Customer Answer

  Date: 04/20/2023

  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. 

  The business is requesting details that are attached in the complaint.  Please read attachment with full details.  
  
  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,

  Zi

   

   

  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.
  
  Our OTCH area has reviewed ************** account in regards to the order placed on March 21st (*******) issued to the address on file ******************************************************************* . The tracking data shown for this package #1Z52E5250303809577 reflects the transition route issued for its delivery. 
  
  On the date of March 25th tracking data reflects the package was delivered to its destination. On March 27th an investigation was opened as ********** claimed the package was not delivered/received. Throughout the dates from March 28th -March 30th the tracking information indicates additional attempts were issued for its delivery. Weve contacted *** to obtain more clarification pertaining to tracking details issued on the members package. 
  
  *** advised of the following :
  
  ?Due to an investigation being opened on March 27th, it shows the *** drivers made several attempts to revisit the location in which the package was delivered in attempts to retrieve it or locate it due to its open investigation. *** advised its a procedure issued once an investigation for a lost package has been opened. 
  
  There was no success in retrieving the package therefore ***** has assisted the member with a reshipment at no additional cost to the health plan. 
  
  A courtesy reshipment was issued on April 24th ( *******) to the address *******************************************************************. The reshipment order has a scheduled delivery date for April 29th as per tracking data indicates #1Z52E5250305174231 via ***
  
  

  Customer Answer

  Date: 04/29/2023

  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.

  The moment CVS is notified that the package didn't arrive; they should have replaced or credit the funds back.  It's being a month and still no delivery of good.  I made several attempts to work with CVS to get a replacement with no luck.  How is this good customer service?  I am expecting a refund or a delivery goods with a credit/interest due to the delay and time spent resolving the issue.  

  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:04/10/2023

  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.

  I purchase items without any type of discount and I brought back the items in original package and tags and they did not refund me the full amount. The system added a 20% discount on the refund and I was shorted $8.60 and they refuse to do anything about it

  Business Response

  Date: 04/11/2023

  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.
  
  To properly assist ************ we require information from the receipt provided at the time of her purchase.  Specifically, we need the Store number, transaction number and date of the purchase.  Once we have this information we can proceed to research her request. 

• Initial Complaint

  Date:04/10/2023

  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 have been a member of the CarePass for over a year. In 2022 I got really sick and could not leave my home. It was hard even for me to function. I called CVS to see about getting my $10 credit given back to me that I did not use. I did not use the CarePass in July, Aug, Sept, Oct, or November I believe. They said they would but it had been over 12 months. I expressed it hadn't been over 12 months. I said I would like the CarePasses or a refund. They said they would call me back but never did. I have been waiting for a call back since the beginning of this year.

  Business Response

  Date: 04/12/2023

  On behalf of CVS Pharmacy, Inc., I would like to apologize to *************************** for the experience with her 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.
  
  After investigating, our team concluded that Ms. ****** did not use her Carepass rewards. Accordingly, CVS has refunded Ms. ****** for 2 months of membership fees ($10) and reissued two $10 Carepass rewards. 
  

• Initial Complaint

  Date:04/10/2023

  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.

  In December 2022 I called the pharmacy to refill my Rx for Adderall 20 mg and Hydrocodone 7.5 325mg and was told it was out of stock and it has now been 4 months out of stock for Adderall and over a week for hydrocodone . Online records are falsified in the app to say the medication is "on hold " not the real reason which is their fault and obviously getting worse. Everytime I go in to the pharmacy there are exceedingly long lines of disgruntled people with the same complaints ..if this pharmacy can't keep maintenance medication in stock for people that have been on their meds for years then they need to close, this is beyond just an inconvenience it's an everyday battle with them just to fill normal medication. I asked if they could order from a different manufacturer or order the non generic due to manufacturer back order and was told by the pharmacist no they couldn't despite knowing they certainly can. Am I expected to believe there is only one manufacturer supplying the nation with pharmaceuticals ??

  Business Response

  Date: 04/19/2023

  
  On behalf of CVS Pharmacy, Inc. I would like to apologize to ************** for any problem she may have encountered with her 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.
  
  In partnering with our field leader they have advised that since December 2022, we have promoted a new Pharmacy Manager and hired a new Staff Pharmacist at this location.  These colleagues are committed to patient care, safety and operating our pharmacy at a high standard.
  
  The pharmacy manager is familiar with ************** and sees these medicines in question on her profile from previous fills.  ************** has not filled these medications at our pharmacy in the last 2 months so this is not an ongoing issue at this time.  We have had some national shortages of both of the medications in question and these shortages are an opportunity for us today at this location and others across the enterprise.  We have been working with patients and providers to change therapies when needed to care for these patients.  Additionally, pharmacist have the right to refuse to fill medication under state and federal laws if they have concerns about patient safety, provider prescribing, or combination of medications taken together. 
  
  The pharmacy manager is not familiar with any recent incidents with this ************** concerning these medications or any other issues.  She also is not aware of ************** bringing this to our attention at store level to help solve out of stock issue as we have done with other patients.

  Customer Answer

  Date: 04/20/2023

  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 have not filled my prescriptions bin the last 2 months because I was told they were out of stock so now it's my fault they haven't been filled ?? That is a lie if have tried numerous times to fill both hydrocodone and addreall and was told it was not in stock and the pharmacist said they couldn't order from another pharmaceutical company which is also a lie. These people are trying to cover their backside by lying. Online records are falsified saying that it's too early to fill medication when it hasn't been filled in 4 months and I do not accept these lies this company is guilty if something to do with this and I will get to the bottom of it. I do not accept this response. 
  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: 04/25/2023

  On behalf of CVS Pharmacy, I would like to apologize to ************** regarding the matter that occurred regarding her prescriptions at her local CVS.
  
  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. 
  
  In partnering with our field leader and pharmacy team the pharmacy manager has shared that she does have concerns in the case of **************, primarily with her pain medication.  Given the types of medications, we think its best that ************** look to fill her medications at another store/pharmacy moving forward given the pharmacy manager's concerns.
  
  

  Customer Answer

  Date: 04/26/2023

  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.]
  
  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,

  ******

  I do not accept this as a valid reason for not having medication when it is needed and prescribed as this sounds like a cop out to being a negligent pharmacy and someone got their feelings hurt when they were called out in their inadequate and shady practices and wants to make someone out to be a drug addict. and I'm not the only one mind you there are many as you can see by reading the complaints and reviews. They need to be held accountable. It's not a matter of them filling my Rx as I can assure you they will never get another dime of my money.