CVS Pharmacy, Inc.

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Ms*** for the problem she encountered at her local CVS regarding sale signage 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.I have shared a copy of your concern with the appropriate department for their information and reviewYour comments and concerns will be reviewed and may be taken into account for the future. 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,***

Good Afternoon, We have confirmed with out Minute Clinic team that both accounts in question have had their balance reduced to $0.00.Thank you,***

I want to once again apologize to Ms*** in regards to her disappointment with not being able to use her expired coupons at her local CVS. Customer feedback is important to us, and we wanted to ensure a more consistent experience for all customers who use coupons in our storesA key to this effort is making sure all our policies are enforced across all CVS Pharmacy locations, so we have provided our staff with tools to more easily and consistently enforce our existing policiesWe are unable to reissue coupons that have expired prior to being used. The reference number for Ms***’s concern is *** if she chooses to speak to our Customer Relations Department about her concerns further. Regards, *** Senior Customer Relations Representative

Good Afternoon, We would like to apologize to Ms*** for the error that occurredWe have processed a correction and confirmed a $ExtraBucks coupon has been issued to the account as of 02/23/and is currently available for print Thank you, ***

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Ms*** regarding the matter that occurred at her local CVS Pharmacy.Ensuring that patients with a legitimate medical need have access to medication is part of CVS Pharmacy’s 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 communitiesPharmacists 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. 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 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 # *** CVS' response took no responsibility or admission of fault on their screw-ups that I mentioned in my initial Revdex.com complaint: not honoring the text on their receipts, not providing a consistent return policy between what was stated by the pharmacist and corporate, and being rude A better response would have been definitive on them screwing up (and offering to do something about it) rather than vaguely hinting at "training opportunities" You should call your mistakes for what they are I am disappointed in this response Also, I did not sense any concern from CVS for the human being on the other side of their correspondence.
Regards,
*** ***

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mr*** for the problem he encountered at his local CVS Pharmacy. 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 District Leader *** *** has investigated and addressed this matter with store staffMs*** has also attempted to contact Mr*** several times in order to discuss his complaint without success.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,***

Good Afternoon, On behalf of CVS Pharmacy, I would like to apologize to Ms*** for the problem she encountered attempting to have her photos developed 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 District Manager *** *** has investigated Ms***’s concerns and addressed the matter with the store staffWe have also provided Ms*** with a replacement camera along with a $CVS gift card as a token of apologyIf we can be of further assistance, Ms*** can reach out to our Customer Relations Department at 1-800-SHOP-CVS (1-800-746-7287) and reference incident number ***.Thank you,***

Good Afternoon, On behalf of CVS Pharmacy, I would like to apologize to *** *** for the experience they had regarding their expired couponsAt 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 has always been CVS Pharmacy’s policy to honor all coupons that are within their expiration dateNothing has changed in terms of what coupons are accepted within our coupon policy itself, and our coupon policy prohibits the use of expired couponsCustomer feedback is important to us, and we wanted to ensure a more consistent experience for all customers who use coupons in our storesA key to this effort is making sure all our policies are enforced across all CVS Pharmacy locations, so we have provided our staff with tools to more easily and consistently enforce our existing policies.If we can be of further assistance the customer can reach out to our Customer Relations Department at 1-800-SHOP-CVS (###-###-####) and reference incident number ***.Thank you,***

Good Afternoon, On behalf of CVS Pharmacy, I would like to apologize to Mr*** for the problem he encountered at his local CVS regarding making a return 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 District Manager *** *** has investigated and addressed this matter with store staff, including the Store Manager *** ***Mr*** has reached out to Mr*** in order to issue him a refund $If we can be of further assistance, Mr*** can reach out to our Customer Relations Department at *** *** 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.
Regards,
*** ***

Tell us why here...On behalf of CVS/pharmacy, I would like to apologize to Ms*** *** for the problem she encountered with the billing of her prescriptions 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 CVS Third Party Billing Specialist, *** *** has investigated and addressed this complaintMs*** has confirmed that all claims in question have been reversedMs*** left voicemails for Ms*** letting her know of action that has been taken in this matterMs*** provided her contact information. Ms*** has not responded If we can be of further assistance we invite Ms*** to contact Customer Relations at *** *** and refer to incident number ***.Regards,*** *** | CVS Health | Retail Executive Support Representative

Good Afternoon, My apologies for the incorrect store and leadership information provided in our previous replyDistrict Leader *** *** is currently working with the store staff to improve customer experience, however, as additional training/coaching takes time we are unable to provide Mr*** with a specific turn around date.Thank you,***

On behalf of CVS/pharmacy, I would like to apologize once again to Ms*** for the experience she had at her local CVS/pharmacy 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 Pharmacy Supervisor *** *** has investigated and addressed this matter with pharmacy staffHe has addressed all matters concerning the filling, processing and dispensing of Mr***’s and Ms***'s medicationsUltimately, both prescriptions were processed, filled and picked up by both parties last week The pharmacy team is taking a more proactive approach to prevent future issues from developing Mr*** attempted to reach Ms*** again on March 21, but was unsuccessful and was only able to leave a message If we can be of further assistance, Ms*** can reach out to our Customer Relations Department at *** ***) and reference incident number ***.Regards,*** ***Senior Customer Relations Representative

Good Afternoon, On behalf of CVS Pharmacy, I would like to apologize to Mr*** for the experience he had regarding his expired couponsAt 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 has always been CVS Pharmacy’s policy to honor all coupons that are within their expiration dateNothing has changed in terms of what coupons are accepted within our coupon policy itself, and our coupon policy prohibits the use of expired couponsCustomer feedback is important to us, and we wanted to ensure a more consistent experience for all customers who use coupons in our storesA key to this effort is making sure all our policies are enforced across all CVS Pharmacy locations, so we have provided our staff with tools to more easily and consistently enforce our existing policies.If we can be of further assistance, Mr*** can reach out to our Customer Relations Department at 1-800-SHOP-CVS (1-800-746-7287) and reference incident number ***.Thank you,***

Good Afternoon, We certainly apologize that our previous communication did not provide Ms*** with a satisfactory resolution We have continued our attempts to contact Ms*** in order to verify confidential transaction information we can only be provided via the telephoneOnce we have said information, we can research any issues that could have occured with Ms***'s refundWe have left several voicemails with the direct contact information for one of our CVS.com supervisors who would be more than willing to help.We encourage Ms*** to contact our CVS.com department *** *** for further assistance.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 # ***. This complaint is in regards to my husband *** *** DOB 4/12/and the medication in question is ***. Our member ID # is ***. Please let me know if there is any other information that you need to help resolve this
Regards,
*** ***

On behalf of CVS/pharmacy, I would like to apologize to Mr*** for his experience at 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. It is our understanding a member of our leadership team has spoken to Mr*** about his concern, sharing with him that the Store Manager will coach and counsel the Shift Supervisor as well as send the customer a $CVS gift for the customer service experienceIf we can be of further assistance we invite (customer name) to contact Customer Relations at 800-SHOP-CVS (800-746-7287) option and refer to incident number ***.Regards, ***Senior Customer Relations Representative

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Ms*** for her frustration regarding the flyer she received as well as the terms and conditions for our Pharmacy and Health Rewards programWhen 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 shared a copy of the flyer with our Extra Care team for their reviewAs mentioned in our previous correspondence, we offer many ways for our customers to earn points towards this program aside from refilling their prescriptions. With that said we are still unable to extend credits into the upcoming year as this is outside the guidelines of the program. We regret that we have been unable to fully resolve Ms*** concernHowever, her concerns have been shared with the appropriate parties. We welcome Ms*** to contact out 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 # ***..
The business claims to have called several times without success. The odds of failing this many times are astronomically small. It is doubtful that the business actually called.The dates listed are also quite telling. They are weeks apart and show a company that is failing in their core business practices. As this company has negotiated a monopolistic business deal where they are the only source where thousands can can receive their medicine, they have no reason to improve their poor service
Regards,
*** ***