CVS Pharmacy, Inc.

Revdex.com:
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.
Mostly I am rejecting it because you write that you will offer training at the store location and so I am left wondering if you even read my complaint? The problem is national, none of the stores are able to "manage" the automated system; I know this because I travel a lot and have visited CVS's all over the countryThey all say it is my problem to deal with and then I call the number and waste my time trying to fix a problem I should not be having to begin with and still it is not fixedIt is not location/store based but a system wide problem. You say you have removed my name from the automated system but I have done that before only to be added on again against my express wishes and efforts
Regards,
*** ***

Good Afternoon, On behalf of CVS Pharmacy, I would like to apologize to Mr*** for the problem him and his wife encountered at CVS regarding their prescriptions. 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. In order to further investigate and assist Mr***, we do require additional informationWe request that Mr*** please provide us of the store locations he visited in both Dallas, TX and Florida so we may escalate this concern to the appropriate parties to address Thank you, ***

Yes, it's fineThank youYes, I spoke with Mr***The only reason for this "complaint" is because I had no other way to reach a DM, to try and sort this problem outAs I've told Mr***, I've been a customer for many years, mostly on the East Coast, Philadelphia, and NYCI'm temporarily in L.Auntil The store in zip *** is a zoo! I've never had a problem before, and I've been in CVS stores at least several thousand times over the yearsAfter speaking with your DM, I visited the same store the next day, and there was yet another massive dog in lineThis location is problematic.
your
*** ***

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Ms*** for the poor customer service she encountered at her local CVS Pharmacy At CVS, our goal is to be a trusted partner in our customers' health care When we find that we have disappointed a customer,
we believe that it is important to understand what happened and to take the appropriate action. It is our understanding that District manager *** *** has investigated and addressed this matter with store staff, including the Store Manager Mr*** has contacted Ms*** and arranged for her to receive her refundMs*** appreciated the quick follow up and stated she was satisfied with the action taken. If we can be of further assistance, Ms*** can reach out to our Customer Relations Department at 1-*** (1-***) and reference incident number ***.Thank you,***

Revdex.com:I understand that sometimes mistakes are made, but also that it is important to recognize and correct them, preferably without delay.
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,
*** ***

On behalf of CVS/pharmacy, I would like to apologize to Ms*** for the problem she encountered with her local CVS At CVS, our goal is to be a trusted partner in our customers' health care When we find that we have disappointed a customer, we believe that it is important to
understand what happened and to take the appropriate action In an attempt to have a clear understanding of Ms***’s concerns I called the number she has provided which connected me to Governor ***’s office If we can be of further assistance we invite Ms*** to contact Customer Relations at *** ***option and refer to incident number ***.Regards,***Senior Customer Relations Representative

Good Morning,On behalf of CVS Pharmacy, I would like to apologize to Ms*** for the problem she encountered regarding her CVS E-Certificate. 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. We are currently working towards a resolution for this matter and will reach out to Ms*** once one is available. Thank you,***

December 19,
Revdex.com
*** *** *** *** *** ***
*** ** ***
Complainant ID: *** / *** ***
To Whom It May Concern:
This letter is in response to the correspondence we received from your office on December 7,
Thank you for the opportunity to address Mrs*** ***’s concerns regarding the incorrect pay method being used for payment
On December 1, Mrs*** called to schedule her order and to receive an estimate for the cost of her medication. While specking with customer care, Mrs*** was provided the estimate of $and requested that we charge her credit card on fileOnce the medication was processed through Mrs***’s insurance, the cost increased to $505.00. Mrs*** again approved the amount and stated she wanted her credit card charged for the order
While processing the order, the incorrect payment method was selected and charged in errorOn December 6, due to the incorrect card being used, Mrs*** was refunded and the correct method of payment was charged for the orderAfter the refund was provided, Mrs*** stated that she was charged twice for the amount of $on her debit card which caused her to received overdraft feesMrs*** spoke with our billing department on December 8, and was advised that we do not show any records of her being double chargedMrs*** was asked if she could provide proof from her bank that shows that she was double charged for the total amount of $1,010.00. This request was made on December 8, and as of December 16, Mrs*** still has not provided anything to validate the double billingUntil we can verify that Mrs*** was double charged no other adjustment can be provided
We value Mrs*** as a member and we are confident that future service will consistently reflect our commitment to our purpose, “helping people on their path to better health.” Should you or Mrs*** have any additional questions or concerns, please do not hesitate to contact me at 1-###-###-####. My office hours are Monday thru Friday from 9:a.mto 5:p.mCentral Time
Sincerely,
*** ***
Member Advocate

Good Afternoon,On behalf of CVS Pharmacy, I would like to address Mrand Mrs***'s experience at their local CVS Pharmacy At CVS, our goal is to make our customers' shopping experience positive When a customer concern is brought to our attention we believe it is important to
understand what has happened and take necessary steps towards a satisfactory outcome.Our records show that Mr*** brought this concern to the attention of our executive team members on the 6th of July and District Manager *** *** investigated and addressed the matter with front store staff of the location, including the Store Manager Mr*** was able to speak with the employee cited in the customers complaint and confirmed that they have extensive experience in the photo lab, from his investigation it was determined that the concern was unfortunately one of miscommunication and not competence Nonetheless the camera has been replaced and retraining has occurred with all the staff at the location The Store Manager for the location proceeded to contact Mr*** and offered to reimburse the customer for the experience We were informed that this offer was declined by the customer.It is our analysis that all efforts have been made prior by the regional leadership to address Mrand Mrs***'s experience.If we can be of further assistance we invite Mr*** to contact Customer Relations at *** (1-***) and refer to incident number ***.Thank you, ***

Good Afternoon, On behalf of CVS/pharmacy, I would like to once again apologize to Mr*** for the experience with CVS *** *** Adhesive Tape. At CVS, our goal is to provide high quality products to our consumers and provide a satisfaction guarantee. When we find that we have disappointed a customer, we believe it is important to understand what happened, and to take the correct action. We apologize for the issue Mr*** experienced with the productAs Mr*** requested, we have mailed out a refund check in the value of $on April 11, to the new addressThank you, ***

Revdex.com: First, it's _***_. Second, I have reviewed the response submitted by the business and have determined that the response does not YET satisfy or resolve my issues and/or concerns in reference to complaint # ***This is the second such time that I have had to open a Revdex.com complaint to get ANY response from CVS for ongoing, serious, concerns with the way your pharmacy operates. As I discussed with ***, the Helotes store pharmacy has built a caustic environment that appears to (I'm an outsider, so this is just my impression) revolve around a cult of personality of the pharmicist (I believe her name is *** ***). While front line staff appear to be appropriately courteous to customers, it is clear to me that something has them paralyzed to act outside of some narrowly prescribed behaviorto include being unable (or unwilling) to assist in anything not completely "happy path" (ie, standard med, on the shelf, no questions from customer, no insurance or 'ring-up' issues-- it feels very "Soup Nazi" -- if you are familiar with the Seinfeld reference). While *** has apologized and said he would be working on making things better, I have yet to see any meaningful, concrete actions or behaviors in the store that support this. Of course, that could be because some things take time, butI first raised serious concerns with CVS management chain about this store _4_ months ago. Given that, so far, CVS has been completely in reactionary mode, I don't yet have confidence that the issues have been satisfactorily addressed, and as such, cannot YET support making that claim to this Revdex.com complaint. Show me evidence, not assurances, that you're actually making things better for customers, and we can move forward

Revdex.com:
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.
I appreciate *** for reaching out to me and apologizingBut it would have been great that manager from store I had problem would have calledAlso *** is willing to do my return but due to my work schedule I'm not able to make it to her store plus her store is away from my place so I should be able to return to store close to meFinally I've not received anything for my inconvenience
Regards,
*** ***

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mr*** for the problem he encountered with receiving automatic phone calls 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 We have investigated Mr***'s concerns and have removed his telephone number from any automatic phone callsWe have also confirmed the patient the phone calls were concerning did not have access or used Mr***'s medical account for their prescriptions.If we can be of further assistance, Mr*** can reach out to our Customer Relations Department at 1-*** (1-***) and reference incident number ***.Thank you, ***

On behalf of CVS/pharmacy, I would like to apologize to Ms*** for the problem she encountered at her local CVS regarding the loading of funds on her Serve CardAt 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 It is our understanding that a member of our field leadership team, *** *** has contacted MsHatter to apologize for her experience and assured her that the customer service experience has been addressed to prevent this issue from occurring in the futureMs*** informed *** that the funds have been loaded to her card successfullyIf we can be of further assistance, Ms*** can reach out to our Customer Relations Department at 800-SHOP-CVS (800-746-7287) option and reference incident number ***.Regards,*** ***Senior Customer Relations Representative

On behalf of CVS/pharmacy, once again I would like to apologize to Ms*** *** for the experience she encountered at her local CVS when using ExtraBucks 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 District Manager, *** *** has investigated and addressed this matter with store staffMr*** has ensured that the proper steps have been taken with store staff to prevent this issue from occurring in the futureWe have previously spoken with Ms*** to apologize for her experience, communicate our efforts at store level, ensure that Ms***'s account is current and her rewards for Quarter spending were accurateIf we can be of further assistance, Ms*** can reach out to our Customer Relations Department at 800-SHOP-CVS (800-746-7287) and reference incident number ***.Regards,*** ***Customer Relations Supervisor

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,
*** ***

Good Afternoon, In order to properly assist Ms*** we would need to know the specific store location she visited as well as the exact items she intended to purchaseOnce that information is received we will be able to escalate the complaint appropriately. Thank you,***

Good Morning,We have reviewed the additional information provided by Ms***CVS.com does not collect on orders until they leave the warehouseBecause that card was not attached to a successful purchase, those funds should be returned to the pre paid card’s available balance. Due to the inconvenience that you have experienced, CVS.com will be refunding the card used to place order ***You will therefore see a credit amounting to $on your ***. Once again, we apologize for the inconvenience. Thank you,

Revdex.com:
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.
I am writing in regards to the following complaint--#***I accepted the business response but they never followed through with what they stated they would do in the responseI emailed them twice in the past week but they did not respond to mePlease adviseThanks
Regards,
*** ***

Good Afternoon, Unfortunately, as Ms*** did not provide us with the reason why she remains unsatisfied with the resolution we provided we are not able to assist further Thank you, ***