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:02/01/2023

  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 contacted CVS customer service over 2 weeks ago when I noticed that an item, ************************ Blonde (along with the other 2 flavors they carry) was marked down to $6.99. I asked for a price adjustment as I paid $12.95 + tax. I never heard a response at all. This is probably the 3rd or4th time I've contacted customer service with no answer at all.

  Business Response

  Date: 02/09/2023

  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: 02/15/2023

  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. 

  There is no solution offered from this company and I have not heard from them at all, so I cannot accept a non-response as a response. This "answer" from them says nothing whatsoever and should not even be allowed. 
  
  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: 02/16/2023

  On behalf of CVS Pharmacy, Inc., I would like to apologize to *********************** for her experience. 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 researched and concluded that order#********* was completed, which included the ********* Blonde Roast *********************** **** OZ pricing at $12.79. The complaint states it being on sale for $6.99. Our team reviewed the item in question and did not find any active promotions on the week the complaint was raised.
  
  Our team made three unsuccessful attempts and left voicemails (2/7/23, 2/8/23, and 2/10/23) to reach ************** and apologize for the inconvenience. An email was sent on 2/10/23 to advise that CVS has issued ************** a full refund in the amount of $12.51. 

• Initial Complaint

  Date:01/31/2023

  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 purchased annual CVS CarePass in Feb 2022, with which I can have $10 Extra Bucks every month to spend at CVS. However my orders paid with CarePass Extra Bucks on CVS.com keep getting canceled without any reasons and they never refunded me CarePass Extra Bucks as the cancelation email stated, despite that I have paid them already in the beginning. I called them more than 5 times for this last year. This year I tried to call them again but the phone was hung up. I am requesting to refund me extra care bucks used on my canceled orders.

  Business Response

  Date: 02/08/2023

  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 researched and validated that ************** order was cancelled by CyberSource and Loss Prevention was able to update ************** information to allow her online orders to be placed successfully moving forward. Our team also validated that two $10 rewards were issued to ************** account on 2/2/2023; please use before it expires.  
  
  Our team has made three unsuccessful attempts and left voicemails (2/3/2023, 2/6/2023, and 2/7/2023) to try to reach ********** and advise of the above.

• Initial Complaint

  Date:01/31/2023

  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.

  1/31/23 On the above date encountered a problem with the CVS pharmacy, located at ****************************************************************. My husband, went through the pharmacy drive-through, to pick up three of my medications. He provided them with my debit card, Cvs card, and my insurance card.The pharmacist swiped my card for $153.22. within seconds he was informed, that their system was frozen, and they had to make sure, that the charge actually went through before he would be given the medications. He checked my account at the bank, via, his telephone, and it showed my account showed a pending debit amount of $153.22. he even showed them this information on the screen of his phone. He was informed, that until the technical unit for Cvs, got, the system up and running, they had no proof that my account had been debited and that my medication would not be given to him. after over one hour of waiting in his car, at the drive through window., in below zero temperatures, the issue had still not been resolved.I called the corporate office of Cvs, to complain, seeking a resolution. The first time I called, which was around 5:00 PM, I was told, that my complaint would be immediately forwarded over to the district manager, who would contact the store directly, to get the matter resolved, then and there. The customer service person, to my name, address, date of birth, and phone number, stated, someone would get back to me right away. After 30 minutes had passed, I still did not hear back from anyone at Cvs. meanwhile, my husband had now been waiting outside for over an hour. I called back a second time to Cvs corporate office, and this time was told, was not their fault, and even though I still had not received my medications, I would just have to wait, for a few days before I would receive my medications, or until their system was up and running, and make another trip back to Cvs in the bitter cold, to be further inconvenienced.

  Business Response

  Date: 02/09/2023

  On behalf of CVS Pharmacy, Inc., we are very sorry to learn about the events that transpired with *********************************. At CVS, our goal is to make our customers shopping experience easy. Whenever we find that we have disappointed a customer, we believe it is important to understand what happened and take the correct action.
  
  Field leadership has researched and investigated ************************ concerns. The register froze mid transaction in the drive-thru. The receipt had not printed. The pharmacy team called the help desk and the patient was informed the transaction was not complete and the pending charge showing on the payment card would fall off.
  
  On 2/3/2023 the patient came back to the pharmacy and picked up their medications. Field leadership validated that they spoke to the patient today 2/9/2023 and confirmed the payment card charges have since been resolved and the medications were picked up. 

  Customer Answer

  Date: 02/11/2023

  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,

  Chauncey

   

   

• Initial Complaint

  Date:01/30/2023

  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.

  Entered by BBB Staff - lj Consumer called the pharmacy today regarding her medication. She wanted to pick her medication up today. Consumer wanted to speak with the pharmacist. She is about to run out of her medication. Consumer was put on hold for a while. Consumer hung up and called back. The pharmacist came on the phone and hung up on the consumer. The consumer did not get a chance to ask her question. Consumer is unable to speak with the pharmacy. Consumer also does not receive her total rewards. This has been an ongoing problem.

  Business Response

  Date: 02/01/2023

  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.
  
  The pharmacist explained her medication had been returned to stock and she would need to wait while it was reprocessed.  The medication is now filled and waiting for her to pick it up.  **************** was made aware of this and our District Leader has ensured a pharmacist will speak with her when she comes into the store.
  
  If we can be of further assistance, (Mr./Ms. Name) can reach out to our Customer ******************** at ********************************* ***************) and reference incident number S-*******.

• Initial Complaint

  Date:01/29/2023

  Type:Billing 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.

  See complaint
  Click here to Get the File - use the Password: 1EBE461E
  ************************************************************************

  Business Response

  Date: 01/30/2023

  On behalf of CVS Pharmacy, Inc., I would like to apologize to ******************** for the experience with her credit card payment being applied. 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.
  
  ************************ payment was posted on 1/3/23  and her account currently has a zero balance.  CVS switched vendors for CVS Charge Cards in July.  There were several payment items from the migration that did not transfer from the old lockbox to the new one and as a result did not get posted to the customer accounts. Due to the volume of payments, there was a delay in obtaining the file. Once the file was obtained, we researched the items and posted them to the customer accounts as soon as possible.
  
  For ************************ inconvenience, I have requested a $15 CVS gift card sent to her address on record. 
  
  If we can be of further assistance, ******************** can reach out to our Customer ******************** at ********************************* ***************) and reference incident numbe rS-7899871.
  
  

• Initial Complaint

  Date:01/29/2023

  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.

  1/14/2023 purchased razor blades from cvs store. Realized I purchased the incorrect ones. 1/15/2023 my girlfriend went to return them at the same store. The manager ****** stated she need the card that was used at the time of purchase. We returned to the store later that day with the card. The system showed the items had already been returned, we had the receipt and products. She told us to contact 800 shop cvs. Contacted them they indicated wait 48 hours for the transaction to appear. Called back on 1/18/2023, we realized CVs had taken $35.59 out of my checking account 3 times. We were transferred to the credit and debit department. He stated this was a hold and it would fall off. As of 1/25/2023 the money has not been returned for the additional times I was charged and I need to return the items that were purchased incorrectly for a full refund. No one has been willing to assist with this matter. The razor blades have ended up costing over $105.

  Business Response

  Date: 01/30/2023

  On behalf of CVS Pharmacy, Inc., I would like to apologize to *********************** 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 accounting leadership team has validated that only one charge of $35.59 settled and there is no refund showing. Accordingly, CVS has issued ************** a full refund in the amount of $35.59. This should be reflected in the next 3-5 business days. 

• Initial Complaint

  Date:01/28/2023

  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.

  Saturday, January 28 Medication pickup.Despite being a responsible consumer of a certain medication for 18 years, pharmacist ****** at the ********************************************** location makes it difficult to pickup everytime. This time in particular, in order to get an early exception to fill a prescription, she asked my doctor about having a "history of early pickups". There has only been one other time that I requested such an action due to travel, in July 2022. That's following a period of over two years of picking up prescriptions at the pharmacy. To continually insinuate that I abuse a medication, which is already protected to an extreme extent by the law, is wildly inappropriate for a pharmacist such as herself. Not only is it a false pretense, it is far from preferred customer service.

  Business Response

  Date: 01/30/2023

  On behalf of CVS Pharmacy, I would like to apologize to *************************** regarding the matter that occurred regarding his prescription at his local CVS.
  
  Field leadership has validated that the prescription has been filled and picked up by the patient.
  
  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. 
  
  

• Initial Complaint

  Date:01/27/2023

  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.

  Order # ********* As the attached document reflects, I purchased two Loreal Men's Expert hair color on this order. I had loaded to my card the manufacturer coupon for $6.00 off a quantity of two also shown in that document. I satisfied the requirements of the coupon, but the coupon did not deduct.This is the THIRD time I've had to report this issue meaning it has happened to me on three different purchases over the past several months. Each time you recognize this was a CVS site issue, but yet I continue to experience the issue and have to waste time out of my day to submit a complaint. Please, get it together and stop wasting my time.

  Business Response

  Date: 02/06/2023

  We appreciate ******************** patience while we look into this matter. The ************* team will be contacting **************** to advise that they are still researching and will follow up wen they have more information.

• Initial Complaint

  Date:01/26/2023

  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.

  The CVS App and Website indicate the Local Pharmacy should be contacted in order to have my medications delivered to my home via 3rd Party. There are technicians and pharmacists that do not know the process of getting my medications delivered. Some have told me there is no such service provided by their company.I have a CarePass Subscription that supposedly allows me to get my medications automatically delivered to my residence. It is $5 per month. The website and App indicate I will be able to request home delivery via 3rd Party. I used it multiple times since I became a CVS Customer.The ability to request the 3rd Party Home Delivery Option cannot be selected due to technical issues in the CVS App and website.When I do call the Local Pharmacy the staff put me on hold for up to an hour. Other times multiple associates answer the call and continue to place me in hold. Eventually, after hours have passed they end the call. Some associates hang up on me in the middle of a call.I have mobility issues that limit me from directly picking up my medications at the location. My medications are necessary to help me properly function and walk. Without the medications my physical and mental health suffer. I escalated the issues to the *********************************** and ************************** multiple times over the years. One order of my medications get delivered. Then the following week, the technical issues reappear.

  Business Response

  Date: 02/03/2023

  We appreciate Ms. Gecolea bringing tis matter to our attention. Field Leadership has addressed the service concerns mentioned at the pharmacy and confirmed Ms. Gecolea received her medication. Our ************* team has been making call attempts so they can walk her through requesting delivery through the app so that we can be sure this was not an app issue. 

• Initial Complaint

  Date:01/26/2023

  Type:Sales and Advertising 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 Tuesday, January 24,2023 I took 2 prescriptions to CVS Pharmacy to have filled. The prescriptions were for a specific brand of glucose meter and test strips. Without asking my permission, or even informing me, they substituted an entirely different brand of meter and test strips. As this transaction was handled through their drive up window, I did not notice until I got home that they had substituted a different brand for the meter and strips. Since it was past closing time for the pharmacy that night, I could not call them until the next day (Wednesday, January 25, 2023). When I spoke to them and explained what had happened they said that my insurance no longer handled the brand requested and that they had to switch products so it would be covered. They offered no apology or excuse for not informing me of this at the time, and refused to take back the wrong products. The total for both prescriptions only came to $4.42. But because it was run through my insurance, I cannot use my insurance to make the purchase elsewhere, so I will have to pay the full retail price to get what i should have gotten to begin with. It is a very poor way of doing business in my opinion.

  Business Response

  Date: 02/01/2023

  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.
  
  The medication was written for a specific brand that was not covered by the patient's insurance. Field leadership has validated that they spoke with the patient on 1/30/2023 and apologized. The patient accepted the apology, the insurance claim was reversed, and they agreed on a refund. The patient said they would have someone stop by and pick up the refund.