CVS Customer Service Issues

On Monday, May 24, [redacted], around 11:53 am, my wife and I received assistance from Jaquasha with dreadlocks at the CVS on Penn branch. Unfortunately, our experience was marred by unprofessional behavior from some staff members. Upon entering, we were not greeted like other customers were. I noticed Jaquasha leaving her cash register unattended to follow us in the hair aisle, which made us uncomfortable. Later, as we were heading to the cash register, Jaquasha and another female employee were snickering and making remarks about us, causing us to feel embarrassed and disrespected. This behavior was unwarranted and upsetting, especially since we are regular customers at that store. The lack of enforcement of the discrimination policy, as stated on your website, is concerning. We hope for a resolution to address our distress.

I recently placed an online order for L'Oreal Paris Age Perfect Hydra Nutrition Golden Balm, but unfortunately received the wrong items in two separate deliveries. Despite trying to return the products at my local CVS, I was informed that the items must be sent back to the Indianapolis address from where they were shipped. The incorrectly received items are the L'Oreal Paris Age Perfect Nourishing Night Moisturizer instead of the Golden Balm I ordered. Each box's packing list indicates the correct item, but the contents inside are incorrect. I have photographs of the actual items received. The order numbers for the deliveries are [redacted]47 and [redacted]37. Could you please provide guidance on how I can go about returning these items? Thank you.

Hello, I recently visited my local CVS in Morrisville, VT, where I purchased an item using my credit card. I decided not to take a receipt at checkout. Unfortunately, I had to return the item an hour later. When the cashier processed the return without a receipt, I received $2.12 less than what I paid. The manager, Brenda, explained that without a receipt, I could only receive the lowest price the item was sold for in the last 30 days, which resulted in a credit of $12.79 instead of the $14.79 I paid. The details on the credit receipt are: Reg#03, TRN#[redacted], CSHR#[redacted], STR#[redacted] I find this situation unacceptable and would like an additional refund of $2.11 to be arranged. It's not about the money, but the principle. Thank you, Peter W.

I contacted CVS for advice on treating my son's poison ivy. The associate recommended the Minute Clinic at CVS in High House Crossing, [redacted] NC-55, Cary, NC [redacted]. Upon arrival, we struggled with the appointment machine but were eventually assisted by the Minute Clinic staff. The confusion led to a conversation about the visit cost; however, we decided to go to FastMed Urgent Care at [redacted] Cornerstone Dr, Cary, NC [redacted], which was more affordable at $[redacted]. I suggest addressing the communication issue with the Minute Clinic staff member we encountered, to ensure accurate information is provided to customers. I also reached out to CVS via email about the matter. Thank you, R.R.

I have been a loyal user of the [redacted] Gentle Eye Make-Up Remover for years and even recommended it to others. However, I recently purchased a new bottle and experienced eye irritation and a burning sensation unlike before. Upon closer inspection, I noticed the formula seemed different, now more like a 10/90 solution instead of the usual 50/50 ratio. I hope this was an isolated incident, as I find the current formula harmful and cannot continue using it. After sharing my experience with the CVS store manager at Miller Square Shopping Center, Miami, FL [redacted], I was advised to reach out directly to resolve this issue. I trust that my feedback as a customer will be taken seriously and hope for a prompt resolution. Marina T.

I recently visited the CVS store at the corner of Greenwood and Olden Avenue in Trenton, NJ. I was surprised when asked to wear a mask at the register despite no clear signage indicating it was required post the mask mandate being lifted. Even though I purchased a mask to avoid any issues, I felt uneasy about the situation as I had already been in the store without being asked to wear one. I politely mentioned I was vaccinated and pointed out the absence of any indications regarding mandatory masks. The cashier mentioned it was the store's policy, but never started ringing up my items until I bought a mask. It felt unnecessary considering the circumstances, and I believe clarification on the mask policy beforehand would have been appreciated.

I recently visited the CVS on Olden and Greenwood Avenues in Trenton, N.J. I inadvertently forgot my mask, given that the mask mandate had been lifted the previous Friday and the signage indicating its necessity had been removed from the window. Hence, I proceeded to shop for my items without any issues. However, upon reaching the register, the cashier, who had seen me roaming the store earlier, questioned me about my mask. I explained that I had forgotten it but assured her of being fully vaccinated. Although the cashier mentioned that it was the store's prerogative, she also offered me the option to purchase a mask. I believe that if masks are still mandatory, there should be clear signage to inform customers. Moreover, it would have been more appropriate for the cashier to address the issue when she first noticed me in the store.

Dear CVS Support, We are XCORPS TV, a journalistic TV series based in California and distributed on SimulTV. We are currently producing a new television series called "Con Games on the Web," aiming to expose deceptive ripoff practices by using American name brands like CVS Pharmacy for illegal marketing campaigns. This official notice is to inform you that we will be featuring your company and the URL owners linked to the PHP email campaign in our Consumer Reports TV story. You have the option to refund the money taken and cancel the $19.73 charge for "shipping" detailed below. This information will be included in our story, which is currently the only positive aspect we have discovered. Thank you, CVS. JSE

I have a prescription for Percocet from the pain clinic every 3 months, but CVS Pharmacy hasn't been notifying me when it's ready for the past few months. They only fill part of the script initially, and I have to call multiple times for the rest. It's been a recurring issue every three months. The miscommunication is frustrating, especially since I rely on this medication for severe neck pain. Despite CVS saying they didn't have the full prescription, the pain clinic shows it was sent. The back-and-forth is causing unnecessary stress and pain. This time, it's Laurel CVS Store #[redacted] in Laurel, MT [redacted] where the problem is occurring.

Hello, my name is Mr. Mckibben. I had three prescriptions called in for my daughter, Simone Mckibben. When I went to pick them up, only two were ready. The pharmacy stated the insurance wouldn't cover the third prescription, Penicillamine 250mg. After calling my insurance and finding out it should have been covered, I asked the pharmacy to order it. I went back the next day, but the medication hadn't arrived due to a robbery involving the courier. When I inquired on Friday, I was told the medication was still missing. The manager, Maya, was unhelpful and uncaring. There seems to be a recurring issue with customer service at this location, as others in line had complaints too. The store is located at [redacted] Flint River Road, Riverdale, Georgia [redacted].

I recently received a coupon for 30% off with an additional surprise discount that can be accessed by texting HELP to [redacted]-[redacted]. Since I do not own a cell phone, I attempted to contact 1-[redacted]-SHOP CVS but realized it is not a valid phone number. Therefore, I am now seeking assistance at CVS.COM/Help/. It is frustrating that certain offers are exclusive to cell phone users, neglecting individuals without this technology. Not everyone owns a cell phone, despite their prevalence. How can I access these promotions without a cell phone? Your guidance is appreciated. Thank you.

On the 8th of June at 5:00 pm, I experienced discrimination and threats from an employee named Cecilia Henriquez at the CVS location. While waiting in line to deposit my mother's prescription, she ignored me and served another customer who arrived after me simply because they were her friend. When I raised my concern, she warned me not to take any action due to having access to my personal information and my mother's information. She even got the pharmacist involved, who requested my ID. After she refused to give me my medication until I deleted the photo I took of her badge, I had to involve the police. This incident clearly shows a violation of CVS's Non-Discrimination and Privacy Policies. I am hoping for a satisfactory response and proper disciplinary action against this employee. -Angel R. Gonzalez

After receiving my first Dupixent from CVS specialty pharmacy, I reached out to inquire about the cost since only a packing slip was enclosed. I was informed that my insurance covered the total amount. During the injection training with the physician's nurse, when asked about financial assistance, I mentioned that insurance took care of it based on CVS's information. To my surprise, I received a bill for $[redacted].93 (ref account [redacted]). I had not expected such a high cost and would have explored financial assistance options. Due to having a Medicare advantage plan, I did not qualify for traditional aid like Dupixent "my way." Attempting to address this billing discrepancy, I found out that nothing could be rectified, but future medication would be complimentary. However, after assuming a refill would be free and receiving another invoice for $[redacted].93, I was informed there was no solution besides a payment plan. I am currently unemployed, as my benefits recently ceased, and this bureaucratic error is unmanageable for me. Despite reaching out to CVS for assistance, I have reached dead ends. The situation could have been avoided if Dupixent had approved me for free medication earlier, preventing me from ordering a refill based on CVS's inaccurate information. I hope someone can review this matter, as decisions were influenced by misleading details from CVS.

I recently transferred my prescriptions from the [redacted] Boylston St store to the [redacted] Blue Hill Ave store due to COVID. However, I have been disappointed with the service at the new location. Despite multiple visits, my Triazolam prescription was not filled, and I experienced long wait times. They promised to call my doctor for refills but failed to do so. I eventually got new prescriptions from my doctor because of the delays. The cleanliness of the store has also been subpar, except for the initial COVID vaccination period. The service at the [redacted] Blue Hill Ave store has been frustrating, and I believe they need more dedicated staff to improve customer satisfaction. The wait times and lack of efficiency have been unacceptable.

I am writing to address an incident that occurred at the CVS on MLK Blvd. in Durham, NC. I want to share my observation about an employee at the store. I noticed a female employee who was around 5'2" tall, Black, light-complected, with blond hair, dressed in tight clothing that revealed her body shape. This attire can be offensive and inappropriate in certain cultures and religions. Also, her blond hair with dark undertones and unprofessional hairstyle did not meet the expected standards for employees in a store selling food and health products. When I raised my concerns, I spoke first to a white male employee with dark hair, around 5'3" tall, and a medium build. Unfortunately, he was unhelpful and his rough, aggressive demeanor made me uncomfortable. Subsequently, I shared my feedback with the pharmacy manager, who also did not offer much assistance. The encounter took place around 6pm on 6/10.

I've encountered an ongoing issue with my prescription refills at the doctor's office. Despite them being called in every three months, there are constant delays at CVS. Today, out of seven prescriptions called in yesterday, only 2 were ready when I called in the morning. The hold time when I called was over 45 minutes, which is incredibly frustrating. Despite my discontent with their service, I continue to use CVS due to its convenience. However, the wait times and delays are unacceptable. When I finally spoke to someone, Amber, at 7:24 am, I was informed that my prescriptions would not be ready for several more hours. This level of customer service is severely lacking and needs significant improvement. - L.A.

I recently visited the CVS store at 30 Brotherhood Plaza in Washingtonville, NY on June 13, [redacted], with my toy puppy in my purse. After being refused entry by the cashier due to a previous incident, I proceeded to shop in the store and spent $[redacted]. However, the manager, Amber, then instructed the cashier not to assist me, causing a humiliating experience. Despite no signage prohibiting animals, experiencing this discrimination has led me to decide not to return to this location or recommend it to others.

I checked online to see which COVID vaccine was available at my local CVS in Nanticoke, PA. It indicated that they had the Johnson & Johnson vaccine in stock and walk-in appointments were available. Upon visiting the pharmacy counter and expressing my interest in getting the COVID vaccine, I was asked for my name and whether it would be my first or second dose. I specified that it would be my first and that I preferred the Johnson & Johnson vaccine. However, I was informed that they were only administering the Moderna two-dose vaccine. Despite my pointing out their website listing the Johnson & Johnson vaccine as available, I was told it couldn't be given to me due to corporate policy. When I questioned the inconsistency of having the vaccine in stock but not administering it, the staff member agreed it was illogical. Eventually, I decided to go to Sam's Club where I was able to receive the Johnson & Johnson vaccine. The situation at CVS seemed nonsensical and frustrating.

I needed to buy an over-the-counter item that I usually get at Walmart due to their lower prices. The Walmart store I usually visit was out of the item, so I had to go to CVS as I urgently needed it. The item costs $7.92 at Walmart, but I was shocked to find it priced at $14.49 at CVS! This price difference is unreasonable. I am 66 years old, working two jobs without insurance, and just trying to make ends meet. Having to pay double the price at CVS for a basic OTC item is unjust. Despite my need for the item, I refuse to purchase it at CVS in the future. CVS should consider reducing their prices to attract more customers instead of printing multiple coupons. Passing on those savings to customers would be a better strategy to increase business.

During my recent visit to store #08, I noticed an employee had placed a trash can on the base of a self-register and refused to remove it when asked. When I brought this to the attention of the manager, named Mislady, she responded disrespectfully and mockingly, failing to address the issue. The trash can remained there, which I believe is unsanitary, especially during the Covid-19 pandemic. This does not align with CVS's customer service standards of maintaining a clean and healthy environment. The incident occurred at 2:04 pm. I can provide pictures or you can review the security footage. Thank you for your assistance. - Jose Pulido