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.

close

Find a Location

CVS Pharmacy, Inc. has 2179 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/04/2025

  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.

  CVS repeatedly charges online order customers for plastic bags that customers dont use or want and dont accept. When I ask them to take the plastic bag charge off, since Im not taking them, they lie and claim that the charges were taken off, but they are not removed since the plastic bag charges are not removed from the ** charge. This happens frequently at store # *****. The last time this happened was 7/3/25, and the clerk lied multiple times. First he claimed that theres no way to remove the plastic bag charge, then he lied again and said that he had removed the plastic bag charge from my **, but when I got home and checked my ** app, the plastic bag charge was still on it.I want CVS to stop stealing money from customers by charging them for products customers are not getting, ie, plastic bags!

  Business Response

  Date: 07/08/2025

  We appreciate Ms. *** **** sharing her concerns and the opportunity to address them.
  
  The leadership team responsible for this CVS location has been in contact with Ms. **** to discuss this experience and to apologize. They have taken steps to address the issues raised by Ms. *********** reinforcing with the team the importance of good communication and customer care. 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 ********************************* ***************).

• Initial Complaint

  Date:07/03/2025

  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 paid for an ****** gift card worth $160. This card is fraudulent and its been used by someone at your store. Theres a scam happening at this store. This has happened twice at this place!

  Business Response

  Date: 07/09/2025

  Good Afternoon,
  

  Thank you for your patience while we researched this matter.
  

  Gift card and prepaid scams remain a challenge for customers across the country. ********************** has taken significant efforts to warn our customers against these scams, including installing store signs and point of sale warnings to educate customers about gift card scams, and proactively training our own employees on fraud prevention measures. Even with these warnings, there are customers who move forward with purchases of gift cards without CVSknowledge of any scam.
  

  I am happy to report that our team was able to obtain a credit for the Amazon card in the amount of $160. In turn, we have issued you a refund for that amount back to your card. You will see your refund within 3-5 business days.
  Thank you again for taking the time to reach out to us. We value your business and look forward to serving you again in the future.

• Initial Complaint

  Date:07/03/2025

  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.

  To Whom It May Concern,My name is ******* ****, and I am writing regarding an unresolved issue with CVS Online Order #**********, which I placed in February 2025. According to CVS records, the order was marked as delivered, yet I never received the package at my address.I contacted CVS customer service shortly after the delivery notification and was informed that I would be issued a refund. Unfortunately, that refund has still not been received to date.Around that same period, I contracted COVID-19 and due to complications from Type 2 Diabetes, I was hospitalized for several months, which significantly delayed my ability to follow up on the matter.Given the circumstances, I am respectfully requesting a full refund of $108 to be issued by mailed check to the following address:******* **** ****************************************************************************************** I am requesting this resolution as a one-time courtesy for the inconvenience and lack of fulfillment on CVSs ********* Number: ************ New Email: ******************* Thank you for your attention to this matter,******* ****

  Business Response

  Date: 07/07/2025

  We thank Mr. ******* **** for his patience while we researched this matter.
  Our team has spoken with Mr. **** regarding the refund and will follow up next week to confirm receipt.
  If we can be of further assistance, Mr. **** can reach out to our ***************************** at ********************************* ***************) and reference incident number S-13325543.

• Initial Complaint

  Date:07/03/2025

  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.

  CVS had processed my prescription wrong. Sometime around May 7th. I re-stated that I had changed doctors. I gave the pharmacist the new doctor and asked them to discontinue Dr. *********** June 27, 2025 when I picked up my prescription it was from a doctor named D. ********* *** *******. My doctor is ****** Freedom. When I called the pharmacist she told me that I canceled my prescriptions on May 7th and CVS will not refill without a new or second prescription. The prescription I got was half the dose. Its a holiday weekend and difficult to get a prescription renewed over the July 4th holiday. So I no longer have enough medication. I was upset and the pharmacist told me to take my anger out on the doctor as it was his fault that CVS mixed up my prescription. I belong to the ******************, we are ***** members who self insure as a group. I will bring this incident up at the next union meeting. I dont want any other members treated like I was.

  Business Response

  Date: 07/09/2025

  At CVS, our goal is to be a trusted partner in our patientshealthcare. As such, we appreciate Mr. ******* ******* sharing his concerns and the opportunity to address them. 
  
  The leadership team responsible for this CVS location has been in contact with Mr. ******* to discuss this experience and to apologize.They have taken steps to address the issues raised by Ms. ******** reinforcing with the team the importance of good communication and patient care. The prescription in question has been filled and is ready for pick up. Mr. ******* was appreciative for the outreach and resolution provided.
  
  If we can be of further assistance,Mr. ******* can reach out to our Customer Relations team at ********************************* ***************).

  Customer Answer

  Date: 07/15/2025

  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,

  *******

   

   

• Initial Complaint

  Date:07/03/2025

  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.

  I placed an online order #********* on 6/25/25 for supplements to be picked up at my local store and I was notified via email that CSV had cancelled my order the next day 06/26/25 for unknown reasons. I called CVS.com on 06/27/25 and informed the representative that my order was cancelled by CVS and she placed another order for the supplements #********* to be picked up again at my local store and she said the order definitely will not be cancelled because I placed it. Low and behold, the 2nd order was cancelled by CVS again on 6/28/25 for undisclosed reasons. WHY? This is infuriating that CVS just cancels order for no reason! the items were in stock. So i called CVS.com again and reported my frustration for the 2 cancelled orders and the representative informed me that she placed a third online order for me and that the supplements were going to be shipped to my home (not in store pickup) to avoid another cancellation. to date I have not received my supplements so i called CVS.com yet again for a status update. After having spent 20 minutes on the phone with this representative, she ends the call without having told me anything about the order and the call abruptly goes to the survey. I am appalled by CVS and the fact that they cannot fulfill an order of supplements that was placed 3 times! I will end my loyalty to CVS this has been nothing but a headache. The last representative had the audacity to not continue our call and resolve the problem. ******** customer service to boot. extremely unsatisfied with CVS

  Business Response

  Date: 07/10/2025

  We appreciate *** **** sharing her concerns and the opportunity to address them here.
  

  Our digital leadership team made three separate attempts to contact Ms. ***** leaving a voicemail on each attempt and sending an email that included direct contact information for Ms. **** to follow up.
  

  We can confirm that order ********* for 2 of the items was reshipped as same-day delivery at no additional cost, and our records show the order was delivered on July 8, 2025. Additionally, we have taken this opportunity to address this matter with the store team to reinforce the importance of timely order fulfillment.

  Customer Answer

  Date: 07/14/2025

  [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:07/02/2025

  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.

  Pharmacist loudly mused about sending back a prescription as retaliation for phone conversation she did not like. Pharmacy received a prescription, notified patient that it was ready for pickup, then declined to fill prescription in person. Patient called in, recognized the pharmacist's voice and said they would call back later to speak with someone else. After hanging up the pharmacist (blonde woman, unknown name) loudly repeated the patient in a mocking tone that could be heard across the pharmacy, then said "I can just send it back to the doctor if she wants to be like that." I am the patient's husband, and witnessed this while standing aside in a waiting area. Other customers were present and certainly witness. This happened just before 6PM on 7/2/25. Declining a needed prescription is something that should be handled with care, even if justified, rather than callousness and with threats of retaliation.

  Business Response

  Date: 07/03/2025

  We appreciate ******* ***** sharing his concerns and the opportunity to address them here.
  
  In order to assist, we will need the store location and the patient's first and last name to proceed.

  Customer Answer

  Date: 07/07/2025

  Better Business Bureau:I have reviewed the response submitted by the business and am submitting the requested information.

  Patient: ******** *******

  Location: CVS Pharmacy, ****************************************************************

  Pharmacist in complaint: ******* ****

  
  Regards,

  ******* *****

  Business Response

  Date: 07/13/2025

  We take these matters very seriously and have thoroughly investigated this concern. We can confirm the medication in question was sold July 5, 2025. Field leadership spoke with Mr. ***** to apologize for their experience and thank him for the feedback.
  

  CVS Health maintains a strict anti-retaliation policy, which prohibits any form of retaliation against individuals who raise concerns in good faith. Field leadership has taken this opportunity to reinforce with the store team the importance of following our policies and procedures for interacting with customers professionally and respectfully.
  

  Again, we apologize to Mr. ***** for his experience and thank him for taking the time to share his concerns, enabling us to address them. 

• Initial Complaint

  Date:07/02/2025

  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.

  The online order placed for store pickup was missing (2) of the (3) The Crme Shop x Hello Kitty ******** Brightening with ****************** Hand Mask, Sweet Tangerine Scented, 1 Pair Each, 3 PK. This order was for (3) packs of 3 hand masks, which means I should have (9) hand masks in total. Unfortunately, I only received (1) pack of 3, despite numerous efforts to rectify this issue at the business level. I will provide scree shots of my attempts. I will be filing a dispute with my financial institution if this is not immediately rectified by a refund to the original form of payment. This is not the first time I've experienced this issue with this item as it has taken place at multiple CVS locations.

  Business Response

  Date: 07/10/2025

  We appreciate Ms. ******* ********* bringing this matter to our attention and apologize for her experience.
  
  Our CVS.com support team investigated the issue and confirmed that this item was incorrectly marked on the website. The product description is being updated to reflect the correct count. We have been in contact with Ms. ********* to apologize and have issued a refund to the original form of payment. Ms. ********* was appreciative for the outreach and resolution provided.
  
  If we can be of further assistance, Ms. ********* can reach out to our CVS.com support team at 1-800-SHOP-CVS ***************) and reference her order number.

• Initial Complaint

  Date:07/01/2025

  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 am filing this complaint on behalf of my 77 yo mom who is suffering from cancer and under the care of a pain mgmt doctor. My mom has been under extreme pain since her diagnosis 6 years ago. The chemo and radiation has caused tremendous damage to her body especially the radiation which has left her vaginal area burned and scarred. She has been under the care of a pain management ** at ************************ since her treatments have begun. She is prescribed ********* for daily use and gets it refilled every month. In the beginning we filled the prescription at MSK pharmacy bc we were there daily/wkly/monthly. Thankfully, she does not need to go as often anymore so we moved the script to CVS on **********************, ** we have had nothing but problems getting this script filled. Every month they have another excuse as to why they cant fill it. Today it was that they didnt carry that kind of *********. My mom had to call her doctor at MSK to explain what CVS said, they didnt understand. CVS said they only carry ******** which my moms doctor doesnt want her to take bc it contains ******* which can damage her organs. The woman at CVS would not order the correct medication. She also said she did not know when it would come in. she said she was unable to see if another CVS has it bc their database wont tell them that. She told my mom that she would have to call other CVSs to see if they had it. My mom did just that. She spoke to a CVS located in ****** in ************, **. The pharmacist stated that what the other CVS said made no sense. They could order it, they did have it, and any CVS can see which stores has which medications. The Target CVS said they would call the other store to see what was happening. A *** hrs later my mom got a text from CVS on Rt 130 saying her insurance would not cover the rx. My mom called the Target back she said thats not true they need auth from her *** and then they could order the medication. The CVS on Rt 130 flat out lied

  Business Response

  Date: 07/07/2025

  We appreciate Ms. ******* **** sharing her concerns and the opportunity to address them.
  
  Field leadership made three separate attempts to contact ******** leaving a voicemail on July 3, 2025. We have not received a response.
  
  Additionally, field leadership has taken this opportunity to reinforce with the store team the importance of maintaining proper customer service etiquette and fulfilling our commitment to assist patients with their medications.

• Initial Complaint

  Date:07/01/2025

  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.

  About 6 months ago, I joined a CVS program for about $65 called Extracare that gave me discounts at CVS and gave me a $5 bonus each month to spend at the store. I decided to cancel my membership in Extracare for my own personal reasons so I called them up May 5th and canceled over the phone and asked for a refund for the remaining 6 months that I didn't use. They told me I would see a refund of about $35 credited to my credit union account in 7 to 10 business days. 10 business days went by with no refund so I called them again. They told me I had to cancel again so I cancelled and waited 10 more business days and still no refund. I called again and they told me they would issue a refund. 10 more business days went by with no refund. By now I was frustrated that they kept telling me my refund would come and it never did. I called for the 5th time and got some lady on the phone and explained my situation with the refund and how very person I talked to before hadn't helped me. She told me she would kick up my case to the higher office within the company and wait for 7 to 10 business days days for a refund. By now I don't trust them or believe anything they say so I am writing to the BBB because you helped me solve a similar problem with a different company about 12 years ago.

  Business Response

  Date: 07/02/2025

  On behalf of CVS Pharmacy, Inc., I would like to apologize to ******** ***** for the experience with his Extracare Plus membership. 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.
  
  Extracare leadership team spoke with Mr. ***** and confirmed he received the refunds issued on May 12, 2025 and July 1, 2025.
  

  Customer Answer

  Date: 07/21/2025

  [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:07/01/2025

  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.

  Good morning,The following CVS location has a malfunctioning central climate unit on their building that is making an incredibly loud noise all hours of the day. This is too loud for employees to be around and is disruptive to the neighboring homes. ************************************* Thank you for your help,*****

  Business Response

  Date: 07/09/2025

  We appreciate ***** **** sharing her concerns and the opportunity to address them here.
  
  Field leadership made multiple attempts to contact Ms. ***** leaving voicemails and sending an email. We have not received a response to these outreach efforts. 
  
  Additionally, we can confirm the unit responsible for the noise was serviced twice on Tuesday, July 1st, and the noise issue has since been resolved.