CVS Pharmacy, Inc.

Good Morning,On behalf of CVS Pharmacy, I would like to apologize to Mr*** for the problem he encountered with CVS regarding $in Extra Bucks. 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. It is our understanding that, per our request, Mr*** has called in to our Customer Relations departmentHe was explained the confusion regarding two Extra Care accounts that were previously located and that the $Extra Bucks he earned had not been usedWe have updated Mr***'s account and issued out a $Extra Buck to replace the rewards he had missed. If we can be of further assistance, Mr*** can reach out to our Customer Relations Department at 1-800-SHOP-CVS (1-***) and reference incident number ***.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 appreciate that after two months, *** on behalf of CVS Pharmacy states they cannot provide the breakdown of discountsHowever, the reason he refers to (an error at the register) is not acceptable, since it completely changes the story and invalidates all previous information provided by CVS regarding the issueDuring two months I was assured by CS associates that the discounts are correct, and it is me who does not understand how they are calculatedAfter ***'s admission an error I would like to know the exact amount of discounts I was eligible for.]
Regards,
*** ***

On behalf of CVS/pharmacy, I would like to apologize to Mr*** *** for the problems he encountered with the filling of his prescription at a 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 Area District manager, *** *** has investigated and addressed Mr***’ concerns with pharmacist and staffSteps have been taken to ensure that Mr***’ future pharmacy visits are positive ones. If we can be of further assistance we invite Mr*** to contact Customer Relations at *** *** and refer to incident number ***. Regards,*** *** | CVS Health | Retail Executive Support Representative

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Ms*** for the inconvenience she encountered at her 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.It is our understanding that our Customer Relations team members sought to address Ms***'s concerns when they were brought to their attention on the 14th of February Our team members requested contact with the customer who informed us she was seeking to be reimbursed directly but that she did not wish to speak with us on the matter or provide transaction information in order for us to research her experience We have sought to contact the customer at the number she has provided without success We regret we will be unable to provide a full resolution to this concern without additional details.If we can be of further assistance we invite Ms*** to contact Customer Relations at 1-*** (1-***) and refer to incident number ***.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.
The response from CVS states that the pricing for the medication was as per the plan but the information given to us during open enrollment was differentWe were not informed that the pricing for the medication would be differentIf there was any doubt on the customer service representative's part we should have been told that they would get in touch after further investigation but we were told no such thingAlso, the new medication is now causing me further medical issues and I would really like to go back to my previous medication ASAP. Also, CVS had told me that they would get in touch with me with hours and that was more than a week agoNo one has bothered to call or get in touch with further details.
Regards,
*** ***

On behalf of CVS/pharmacy, I would like to apologize to to *** *** for the issues she is having with the inflatable snow-globe that was purchased at 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. We have researched Mrs***’s concerns with the vendor, who has confirmed that the snow-globe had not been available for many years and replacement is not an option The vendor stated that the motor/fan can be sent to them for repair. We have been in touch with Mrs*** who has decided to partake in this optionAt this time the vendor has reached out unsuccessfully to Mrs***. Once they hear back from her they will discuss the shipping process and the next steps they will take in the repair of the fan/motorWe apologize for the item not working properly. If we can be of further assistance Mrs*** can reach out to our Customer Relations Department at *** *** option and reference incident number ***Regards,*** Senior Customer Service Representatitve

Good Afternoon,On behalf of CVS/pharmacy, I would like to provide an update to Mr***'s concern Mr*** did reach out to out to our Customer Relations department for additional review Our team members confirmed with Mr*** the previous research done, they were also able to confirm that the amount of the gift card provided to him was proper compensation for the amount he paid for the product in keeping with our satisfaction guarantee.We have established with our staff members that all procedures were followed to address Mr***'s concern and that appropriate expectations were set in our communications with the customer, at this time all resources have been utilized to address his complaint Once again we apologize that Mr*** was not satisfied with the product he purchased, it is our hope that we can continue to serve him in the future.Thank You,***

Good Afternoon,On behalf of CVS/pharmacy, I would like to apologize to Mr*** for the poor customer service he encountered at his 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 our Area Pharmacy Supervisor Alana Powell has investigated and addressed this matter with the pharmacy staffAlana has made sure that she spoke with the Head Pharmacist *** and followed up with the staff member that placed Mr*** medication on hold*** diligently reached out to the patients doctor to assist him in getting his prescription filledIf we can be of further assistance we invite Mr*** to contact Customer Relations at 1-800-SHOP-CVS (###-###-####) and refer to incident number ***.Thank you,***

Good Afternoon, As we have previously stated, we would not be able to honor the original price for the canvass prints and apologize to Ms*** that the 60% off coupon is not working.We have been unable to contact Ms*** to address her concern after multiple attempts via telephone We will continue to try and make contact, however, we do encourage Ms*** to reach out to us at her convenience at *** 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.
Hi ***, I appreciate you loo*** into this matter -- however the bigger picture is the issue, not my specific script -- but rather being told by the pharmacist that he can no longer order ANY specific generic (I can take greenstone alprazolam xr also and it IS on the market and I am getting it through *** *** pharmacy at this time and *** has offered as well to procure it for me) but I was told by the lead pharmacist *** -- that they cannot get the computer system to let them order ANYTHING other than the name brand medication OR actavis generic brand (whereas before he could order these things) because the new merger cvs/*** pharmacy merger software will not allow him toI was told he can ONLY get the brand approved by your purchasing department because it saves you more money -- even if its at patient expenseI hope to see CVS behave more like *** pharmacy and less like a warehouse dispensing only the cheapest things possible
Regards,
*** ***
*

Good Afternoon, We have confirmed the compensation for the coupon showing on the customer's account in error was issued on 12/and redeemed on 12/We would not be able to provide additional compensation.Thank you,***

Good AfternoonOn behalf of CVS Pharmacy, I would like to provide convey our regrets that we were unable to fully resolve Mr***' complaint At CVS, our goal is to ensure customer satisfaction and maintain professional standards Once we have established the details of a concern we make every effort to provide a solution that is proper for the circumstances.We have confirmed that we are acting within our policies and in accordance with state and federal laws regarding Mr***' request We would clarify that our return policy for non-prescription items is highlighted on the receipt a customer receives but it does not include prescription items for the reasons previously stated, as such we are unable to return or reprocess Mr***' medication It is our judgment that all efforts have now been made to address Mr***' concerns at this time.Thank you,***

Good Morning,On behalf of CVS Pharmacy, I would like to apologize to Ms*** for the problem she encountered regarding her CVS Gift Card. We have contacted Ms*** but have been unsuccessful in reaching herWe would like to gather additional information in order to provide a
satisfactory resolution.We welcome Ms*** to contact our Customer Relations team members at 1-*** (***) and refer to incident number *** with any further questions.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. The store manager did not attempt multiple timesI have one missed call and the person did not leave a callbackI call and fall back the number that did call and it's a number that keeps goingNobody answers
Regards,
*** ***

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mr*** for the inconvenience he recently encountered placing an order on CVS.com 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.It is our understanding that Senior Agent *** *** has investigated this matter and confirmed that the customers order was cancelled due a stock fulfillment issue We continue to work with the supplier to reorder the item but at this time we have been unable to complete fulfillment We have also confirmed that Mr*** was informed upon the cancellation of his order that we would honor the promotional pricing once the product was available and we also provided the customer a coupon towards future orders We value Mr***'s feedback and we have provided it to our leadership team for review towards future improvements Now that we have fully researched this concern we will reach out to Mr*** further and offer our assistance in the event he wishes to purchase a similar item or has additional questions.We also invite Mr*** to contact Customer Relations at *** (1-***) and refer to incident number *** in the event we are not immediately available to take his call for any updates regarding this concern.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 # ***
Once again, you are very mistaken, as the coupon was not applied as advertised in the printed weekly circular--the circular indicates that the coupon is worth $1.00, while my receipt clearly shows it as only $0.52; this action on the part of your company constitutes advertising, and as such, is grounds for legal action. If you are not going to be reasonable and remedy this situation, then please provide me with the name, exact title, business address, and business phone number of an appropriate contact person at CVS. This information will be needed when I move forward with a advertising lawsuit against CVS. Thank you
Regards,
*** ***

Good Afternoon, On behalf of CVS Pharmacy, I would like to apologize to Mr*** for the problem he experienced with our ReadyFill and Automated Call campaigns. 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. The phone number Mr*** provided has been removed from our automated call lists and his prescriptions have been opted out of our ReadyFill program.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, ***

Tell us why here
On behalf of CVS/pharmacy, I would like to respond to Mr*** *** rebuttal and apologize once again for the experience he had when trying to return front store merchandise at of his local CVS stores. 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
It is our understanding that Area District Manager, *** *** as investigated and addressed Mr*** concerns with store managers and staff at both CVS locationsMr*** will monitor both stores to make certain CVS Return Policies are adhered toStore Manager *** spoke with Mr*** and explained CVS return policy. *** has resolved this matter with Mr***.
If we can be of further assistance Mr*** can reach out to our Customer Relations Department at 800-SHOP-CVS (###-###-####) and reference incident number ***
Regards,
*** *** | CVS Health | Retail Executive Support Representative

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 # ***.
Let me repeat what was stated earlierIf you have to buy two items for the sale price to be in effect, and you bring one item to the cashier, that item is NOT ON SALEAnd the coupon should be able to be usedPlease discontinue this false/deceptive advertising or print a clarification on the couponThanks
Regards,
*** ***

Good Afternoon, Unfortunetly, we are unable to respond to Ms***'s rejection as no details were provided regarding the disastisfaction with our original response.Thank you,***