CVS Pharmacy, Inc.

On behalf of CVS/pharmacy, I would like to apologize to Mr. [redacted] for the experience with CVS curbside.  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 spoken to Mr. [redacted] after discussing the curbside order with our online team, to discuss their findings.  Two orders were placed on the same date the one for 10 [redacted] dish soaps totaling $9.90 was canceled and a secondary order for $5.09 was placed. During pick up a $3.00 coupon was used in addition to a credit card for payment.  The receipt for the return shows that Mr. [redacted]’s credit card was refunded and the amount for the $3.00 coupon was issued on a CVS gift card which Mr. [redacted] did not receive.  I have issued a 13.00 Extrabuck coupon to Mr. [redacted]’s ExtraCare card which will be available to print at store level on October 30, 2016. We apologize again for the curbside issue.   If we can be of further Mr. [redacted] can reach out to our Customer Relations Department at 800-SHOP-CVS (###-###-####) option 3 and reference incident number [redacted].Regards,[redacted]Senior Customer Relations 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 # [redacted].
I am extremely disappointed with the response from the business.  As I have already indicated on numerous occasions, this business is incorrect in saying that the disputed transaction was handled properly, since it was done in a manner different from what was advertised in the weekly printed circular, a copy of which I still have.  As a result, the business is guilty of false advertising.  If the company is still not willing to correct this to my full and complete satisfaction, then I will consider moving forward with legal action regarding the false advertising, in which case I will demand that any and all legal fees incurred by me be paid by CVS.
Regards,
[redacted]

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 # [redacted]. . 
 CVS has taken zero responsibility for this although the fraud was committed while the cards were under their care. CVS will never have my business again.
Regards,
[redacted]

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 # [redacted].
I reject the comments because when I go to my webpage (attached) it shows I need to buy one more "Home Bath Tissue 4 pack to unlock a free coupon."  I have purchased the product and have never received this coupon.  I don't know what the company is referring to but this offer still shows up on my webpage.  Also to call the 800 number is a waste of time (keep getting transferred because no one knows what to do), told someone will call me back (which never happens) plus I get confirmation that a coupon is waiting which turns out to not be true.I know that this is a "minor" issue, however, it is the principle and I would expect a company such as CVS would stand by their offers and their promises.Regards,
[redacted]

Good Afternoon, On behalf of CVS Pharmacy, I would like to apologize to Mr. [redacted] for the problem he encountered at his local CVS regarding the cost of his medication.  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 [redacted] has investigated and addressed this matter with pharmacy staff. Ms. [redacted] has also contacted Mr. [redacted] and provided an explanation of what occurred, along with her apologies. If we can be of further assistance, Mr. [redacted] can reach out to our Customer Relations Department at 1-800-SHOP-CVS (1-800-746-7287) and reference incident number [redacted].Thank you, [redacted]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mr. [redacted] for any confusion regarding the coupon he received through our ExtraCare program. 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.We have reviewed this concern with District Manager [redacted] who agreed with the analysis of our ExtraCare agents that there are some instances where coupons may take 2-6 hours to fully populate once sent to an ExtraCare card.  We have received feedback from our customers on this matter which has been provided to our Digital team members towards future improvements.  We would also clarify that CVS Pharmacy does not accept percent off coupons for sale and promotional items, including any items included in our weekly ad circular or "Buy One, Get One" promotions.  Additional exclusions are reviewed under our coupon policy found at [redacted]We have noted that Mr. [redacted] has spoken with our Customer Relations team members on these matters, but we have provided the customer our contact information if additional assistance is needed.  Mr. [redacted] can also contact our team members at 1-[redacted] (1-[redacted]) and refer to incident number [redacted] if needed.Thank you, [redacted]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Ms. [redacted] for the problem she encountered at her local CVS regarding her 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.  It is our understanding that District Leader [redacted] has investigated and addressed this matter with store staff. New prescriptions were generated for Ms. [redacted] to honor the 2 refills that were inactivated and we have been advised Ms. [redacted] was satisfied with the resolution. If we can be of further assistance, Ms. [redacted] can reach out to our Customer Relations Department at 1-[redacted] (1-[redacted]) and reference incident number [redacted].Thank you, [redacted]

Tell us why here...
On behalf of CVS/pharmacy, I would like to respond to Ms. [redacted] W. [redacted]s’ rebuttal and apologize once again for the problem she encountered with the filling 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 Area Pharmacy Supervisor, [redacted] has investigated and addressed Ms. [redacted]s’ concerns with pharmacist and staff.  Ms. [redacted] called and emailed Ms. [redacted]s to discuss her pharmacy experiences with her.  Ms. [redacted]s has not responded to Ms. [redacted].   As a result CVS Retail Pharmacy has not been able to resolve this complaint with Ms. [redacted]s.
If we can be of further assistance we invite Ms. [redacted]s to contact Customer Relations at 800-SHOP-CVS (800-746-7287) and refer to incident number [redacted].
Regards,
[redacted] | 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 # [redacted]. Please add your rejection comments below. 
After consulting with my pharmacist, I am quite sure that CVS did not follow proper procedures in using a backup system.  If there is none in place, that fault lies with CVS, and not a government agency.   Furthermore, after stating my case on the CVS [redacted] page, an employee by the name of "[redacted]" began to harass me. Please see the attached file.  The actions of CVS and their employees show a willful disregard of customers' needs.  The matter will not be resolved by a "phone call".  
Regards,
[redacted]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Ms. [redacted] for the problem she encountered regarding her coupons.  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 reviewed Ms. [redacted]'s account and can confirm 2 $5 coupons have been issued and used.If we can be of further assistance, Ms. [redacted] can reach out to our Customer Relations Department at 1-[redacted] (1-[redacted]) and reference incident number [redacted].Thank you, [redacted]

On behalf of CVS/pharmacy, I would like to apologize to Ms. [redacted] for her experience at her local CVS/pharmacy. At CVS, our goal is to be a trusted partner in our customer’s 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 Pharmacy Supervisor, [redacted], has investigated and addressed this matter with pharmacy staff. Ms. [redacted] has spoken with Ms. [redacted] to apologize for her experience and assure Ms. [redacted] that steps have been taken to prevent this matter from occurring in the future.If we can be of further assistance, we invite Ms. [redacted] to contact Customer Relations at 1-800-SHOP-CVS (746-7287) and refer to incident [redacted].Regards,[redacted]Customer Relations Supervisor

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 # [redacted].  
CVS is skirting arund the issue. Their coupon clearly did not indicate Alcohol was excluded. All Exclusions should be printed on the coupon. Nevertheless at this time, I am asking for a reissued $3 could that will used on something other than alcohol.  
Regards,
[redacted]

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 # [redacted].  As you can see from my 6 pages of attachments, I was rejected due to the [redacted] TX#[redacted]-CVS, dated 1/22/18, which states  declined because it occurred during a blackout period triggered by a prior warning or denial. The prior warning was from the first date I tried to return the items, 1/20/18, TX#[redacted]-CVS, which I had my receipt and tried to return 4 of the eight items. The incorrect return amount of $42.46 came up on register at CVS, the coupons which I had used during my purchase were not deducted from my return. I told cashier it was the wrong amount and then spoke with manager, they retried return and wrong amount came up again and was given a second Return Declined receipt TX#[redacted]-CVS  and was being reported to the [redacted] and I would have to contact them. This was on Saturday. I tried calling the [redacted] but they were closed until Monday. I contacted CVS customer service and told them what happened. They said I should return to the CVS and try the return again, which I did on Monday, 1/22/18. I spoke with the manager at the CVS said he would try returning the entire purchase which was eight items, totaling $75.19. When he did this I received another return decline with  the TX#[redacted]-CVS. The manager tried a second time to return entire purchase and another Return decline with the TX#[redacted]-CVS with a total of $76.82 came up. If the [redacted] would look at my Return Activity Report from CVS they would see that these four return declines were all from the same original return on 1/20/18 with the TX#[redacted]. I was informed by CVS Customer to return to the same CVS to try and return the items again, which I did. I did not try to make four false returns to CVS for the same items. Customer service told me to have them retry my return. I always had my original receipt for these returns, but it was reported and listed on my Return Activity Report from CVS that I DID NOT have a receipt for these returns. I do not accept CVS response or the [redacted]'s response because it is not the correct information as shown on my enclosed receipt. I understand that when I did return to the CVS on 1/22/18 to retry the return TX#[redacted]-cvs which  I had been previously denied on 1/20/18, but I was told to return to the same CVS and have the manager process the return again, which I did. I want a full refund, Please help me and I will be glad to answer any other questions you have. Thank you, [redacted] I would like to add more information to my above complaint against CVS and The [redacted]. After the [redacted] reviewed  my case from CVS which you have on file, the [redacted] based their review and answer based again on another lie. They used the incorrect Transaction ID [redacted]-CVS, not the first Transaction ID [redacted] to based their results on. These are from the same original return which was on 1/20/18, when I went into the CVS with my original receipt and tried to return. As you can see from my previous emails, they tried making the return four times and each time, the wrong return amount came up. I was told by CVS customer service to return to the store to try the return again, which I did on 1/22/18. My account was already in a blackout period but I was told to try again by customer service. The exact same thing happened and that was when I was given the Transaction ID [redacted], which The [redacted] used for their rejectio n.I emailed the [redacted] again on 1/29/18 and filed another complaint with you, which you received, stating this. I called the [redacted] again on 1/31/18 and spoke with customer service and told them I was rejecting their decision because the wrong transaction ID was used.  I  was told to go back to the CVS and try the return again. I did that today, and was rejected again and given another return decline receipt with Transaction ID [redacted]-253-cvs.After calling the Revdex.com today, I spoke with [redacted] in Customer Service. I explained everything and she said to write another email stating what happened and this information will be included in my case and presented to CVS and The [redacted], their email is [redacted]. Phone number [redacted].I appreciate any help you can give me. Thank you,[redacted]
Regards,
[redacted]

Tell us why here...On behalf of CVS/pharmacy, I would like to apologize to Ms. [redacted] for the problem she encountered with the billing of her prescription 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, [redacted] has investigated this complaint.  Mr. [redacted] left voicemails for Ms. [redacted] requesting that she call him directly, more information in needed in order for him to assist her in this matter.  Ms. [redacted] has not responded.   If we can be of further assistance we invite Ms. [redacted]  to contact Customer Relations at [redacted] (###-###-####) and refer to incident number [redacted].Regards,[redacted] | CVS Health | Retail Executive Support

Tell us why here...On behalf of CVS/pharmacy, I would like to apologize to Ms. [redacted] [redacted]  for the problems she encountered with the billing of her prescription at 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.  It is our understanding Area District Manager [redacted] has investigated and addressed Ms. [redacted]’s complaint with pharmacist and staff.  Mr. Hitchcock has made several unsuccessful attempts to reach Ms. [redacted] by phone and has sent her a registered letter offering to discuss her concerns.If we can be of further assistance we invite Ms. [redacted] to contact Customer Relations at 800-SHOP-CVS (800-746-7287) and refer to incident number [redacted].Regards,[redacted] | CVS Health | Retail Executive Support Representative |

Good Afternoon, On behalf of CVS Pharmacy, I would like to apologize to Mr. [redacted] for the experience he had regarding his expired coupons. 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 has always been CVS Pharmacy’s policy to honor all coupons that are within their expiration date. Nothing has changed in terms of what coupons are accepted within our coupon policy itself, and our coupon policy prohibits the use of expired coupons. Customer feedback is important to us, and we wanted to ensure a more consistent experience for all customers who use coupons in our stores. A key to this effort is making sure all our policies are always 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. [redacted] can reach out to our Customer Relations Department at 1-[redacted] (1-[redacted]) and reference incident number [redacted].Thank you,[redacted]

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 # [redacted].
 I am rejecting the response only due to the fact that I have not heard from the manufacturer.  I informed CVS that I HAD received an email from the manufacturer only as a direct result of a general information inquiry on my part, regarding the availability of a motor replacement.If the manufacturer has responded to CVS, can CVS please include the response on this web site.  I have not received any type of contact from them (manufacturer).Just to reiterate.  This item was/is a new item, out of the box, with my son cutting the sealed box to put it up.  The manufacturer states it was discontinued,however, when an item is discontinued, that doesn't mean it disappears from the shelf.  My concern is that it is a new item that does not work.   
[redacted]

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 # [redacted]. Please add your rejection comments below. 
 I seem to always experience issues with my extra care card. I have earned a $1 based upon my spending total at CVS (expires 12.1.15). I'd contacted CVS customer service, as it was not appearing on my card. They added my $1 savings coupon last week (11-17-15). This coupon still is not on my card (I ever received an email confirmation from CVS that this coupon was added). I received a 20% off savings coupon via email this past Thursday (11.19.15). Added to my card. Went to the store today (11.22.15). printed the coupon out in store (printing coupon). Threw the the other coupons that printed away (would not be suing), and saved the 20% off coupon. Went to check out. The 20% savings coupon was not on my card, so the clerk would not honor it (mind you the coupon had the 4 ending digits of my CVS Extra Care card number on it (clerk did not match them up; she's not cooking with crisco it seems). I always have issue with this clerk (very short lady with a shorter hairstyle). I did not complete my transaction (oh, the $1 off coupon was not on my card at checkout neither; she stated that maybe both the $1 coupon and 20% coupon both expired; had to retell her the $1 coupon expired on Dec 1st, and the 20% savings coupon expired on the 23rd; I'd attempted to make this purchase on the 23rd. 20% off coupon was still valid). She was behind the counter when I'd printed these coupons too (from the kiosk; kiosk is visible from the checkout counter, and is maybe 10-12 feet away). She also made a nice remark when I'd left the store to another customer. I'd personally fire her if I were the store manager. Not very competent. She had no solutions for addressing what was a valid coupon (plus item I'd tried to purchase was not on sale neither-was regular priced). Was a X-mas item (btw, I was bale to use 20% coupons off holiday items at this store the past 2 Christmases-that is when my card cooperated). I do not have a new Extra Care card neither-same card. I only have one Extra Care card.I should not be penalized for the these coupons not being added to my CVS Extra Care, when I a receiving a success message when I add these coupons to my card online. How else should I be able to print this 20% savings coupon, if it's not already added to my card? I am disabled too, and I find this particular clerk's actions today as being both repulsive and uncalled for. I would like to have a one time 30% savings added to my Extra Care Card IN ADDITION to the $1 coupon I was promised would be added to my card (due to this inconvenience). This Extra Care Card is becoming an ongoing hassle. I am about finished with CVS too-based upon the periodic professionalism of this particular clerk.....Incident occurred around 9:15 AM today (11.22.15).
Regards,
[redacted]

Good Afternoon, On behalf of CVS Pharmacy, I would like to apologize to Ms. [redacted] for the problem she encountered attempting to make 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 [redacted] has investigated and addressed this matter with store staff, including the Store Manager. We have successfully contacted Ms. [redacted] and provided a refund. If we can be of further assistance, Ms. [redacted] can reach out to our Customer Relations Department at [redacted] and reference incident number [redacted].Thank you, [redacted]

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 # [redacted]. 
 Good afternoon;            About 30 days ago I filed a complaint about a product I purchased from CVS, Complaint #[redacted]. CVS promised a refund of $7.00. It appeared that they had the wrong address and was going to stop the mailing, correct the address and issues a refund sent to the correct address  As of today I have not received the refund and now that state that they cannot issue a refund unless it was an ONLINE purchased. At this time I would like to RE-FILE a complaint with the Revdex.com because it appears that the person who responded today no longer has the original complaint. It has been long enough and maybe if a reminder is sent they may remember the original issue.Thank you,[redacted]
Regards,
[redacted]