CVS Pharmacy, Inc.

On behalf of CVS/pharmacy, I would like to apologize to Ms. [redacted] for the experience she had with 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 apologize for the miscommunication at store level in regards to the ability of our Customer Relations department to reset expired ExtraBuck coupons. 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. You may visit www.cvs.com/couponpolicy for detailed information. If we can be of further assistance Ms. [redacted] can reach back out to our Customer Relations Department at 800-SHOP-CVS (800-746-7287) 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 satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. BTW, I only have the CVS card sent to me 2 weks ago. No idea why the info (address) appearing on my account was in a different state. I corrected this as I'd stated before. Regards, [redacted]

Good Afternoon, On behalf of CVS Pharmacy, I would like to convey our regrets that we have been unable to fully resolve Ms. [redacted]'s concern.  We have further confirmed with our Digital Photo team members that the 60% off Canvas Print offer is an appropriate solution given the nature of the system error that the customer experienced.  We welcome Ms. [redacted] to contact out Customer Relations team members at 1-800-SHOP-CVS (###-###-####) and refer to incident number [redacted] with any further questions.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 don't know what coupon you are referring to (I have earned many) but I have never received one for this specific product.
Regards,
[redacted]

Tell us why here...On behalf of CVS/pharmacy, I would like to respond to Mr. [redacted]’s rejection and apologize once again for the experience he had when trying to use a 20% off coupon on his front store purchase 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. I reviewed customer purchase and verified response given by CVS Extra Care Representative was correct.  I also confirmed particular item noted was on sale buy 1 get one 50% off and did not qualify for per cent off discount.  I called Mr. [redacted] and informed him of the results of my investigation. Mr. [redacted] now understands CVS percent off coupon use. I have resolved this matter to his satisfaction. If we can be of further assistance Mr. [redacted] can reach out to our Customer Relations Department at [redacted]) and reference 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].  
I called customer service, which took my entire lunch break to do. After requesting to speak a manager, I finally did get the $6 extrabuck back, which the manager made it sound like it was some big gesture when in fact I was just getting back money that I earned. No one could answer how the value of all the coupons that I lost because of their employee's actions would be handled and offered nothing. No one genuinely cares that this experience greatly upset me or that their employee's actions are the result of me losing the initial extrabuck and all of the coupons that I had. I definitely will never shop at CVS again after this (which is sad because I honestly used to go at least once a week) and, based on this, my mom and sister will no longer shop there either. However, I don't think that this will even phase CVS that they lost at least 3 long time customers because of this and the true lack of customer service. 
Regards,
[redacted]

Good Afternoon,On behalf of CVS/pharmacy, I would like to apologize to Ms. [redacted] 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 [redacted] has investigated and addressed this matter with the store staff, including the Store Manager.  We have been informed that the Store Manager will be meeting with each member of the store leadership team to confirm proper refund procedures.  In addition I have had an opportunity to speak with the customer and have provided my apologizes on behalf of CVS/pharmacy, we have also reimbursed the customer the coupon that was lost.If we can be of further assistance we invite Ms. [redacted] to contact Customer Relations at [redacted] and refer to 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 do not wish to talk anymore about this....the business needs to just fix it's problem and not let this happen again to other customers.]
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]. Please add your rejection comments below. 
You are lucky I don't turn you all in to the Florida Board of Pharmacy.  Thanks for your apology but an ample extra care credit or holiday check in the mail is much more in order for all my wasted time, pain and suffering and gas on a fixed income because of your mistakes.  I look forward to hearing from you regarding this final matter
Regards,
[redacted]

Good Afternoon, On behalf of CVS Pharmacy, I would like to apologize to Mr. [redacted] for the poor customer service he encountered regarding his online order.  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 Senior Digital team members have investigated this matter with our team members to identify training opportunities.  We have been informed that Mr. [redacted] has been spoken with by our team members and informed that a credit would be applied to his payment method for the difference he has outlined.  It has been communicated to us that the customer is satisfied with the resolution provided. If we can be of further assistance we invite Mr. [redacted] to contact Customer Relations at 1-[redacted] (1-[redacted]) and refer to incident number [redacted]. Thank you,  [redacted]

Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and Vermont[redacted]Complaint ID: [redacted] / Mr. [redacted] To Whom It May Concern:CVS/caremark administers the prescription benefits portion of the [redacted] health...

plan, of which Mr. [redacted] is a member. Thank you for the opportunity to address Mr. [redacted]'s concerns as expressed in Complaint ID: [redacted].Upon review of Mr. [redacted]'s concern we verified that the medication in question is set up as a generic as of June 15, 2015 in our drug file. When the medication in question was filled at retail on November 13, 2014 and May 21, 2015 the National Drug Code, which is the medications unique identification number, was listed as a brand. This is often the case when an item is a single source generic (i.e. the only generic on the market) and as such is adjudicated as a brand. The medication was processed correctly with the correct copayment amounts billed for both dates of service in accordance with the plan benefit. We regret that there is no credit due to Mr. [redacted] at this time. We sincerely apologize for any frustration or inconvenience that Mr. [redacted] experienced. We value Mr. [redacted] 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 Mr. [redacted] have any additional questions or concerns, please do not hesitate in contacting me at [redacted].Sincerely,[redacted]Member Advocate

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. 
This response is utterly unacceptable.  The fact remains, they DID change their de facto policy, even if they claim the policy has always been to accept only coupons within their expiration date.  I have filed a dispute with my credit card company for the purchase, and will be pursuing further legal action.
Regards,
[redacted]

Good Afternoon Mr. [redacted],On behalf of CVS Pharmacy, I would like to apologize to Mr. [redacted] for the problem she encountered with her online canvas photo order.  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 take the responsibility of serving your needs seriously, as a resolution to the error that has occurred within our systems we are providing customers a one-time use 60% off Canvas Prints order offer in the email. Customers who placed multiple orders will receive multiple apology emails with these onetime use promo codesIf we can be of further assistance, Mr. [redacted] can reach out to our Customer Relations Department at [redacted] ([redacted]) option 3 and reference incident number [redacted].Regards,[redacted]Senior Customer Relations Representative

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 his CVS Curbside order.  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. Mr. [redacted] has also attempted to contact Mr. [redacted] multiple times without success to discuss his concerns. If we can be of further assistance, Mr. [redacted] can reach out to our Customer Relations Department at 1-[redacted] (1-###-###-####) 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 satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Tell us why here...
On behalf of CVS/pharmacy, I would like to apologize to Mr. [redacted] for the experience he had with receiving CVS Extra Care Pharmacy Rewards, 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 reviewed Mr. [redacted]’s Extra Care account and have made necessary adjustments.  I spoke with Mr. [redacted] explaining the reason for the delay in his receiving Pharmacy Rewards and steps taken to resolve this matter.
If we can be of further assistance Mr. [redacted] can reach out to our Customer Relations Department at 800-SHOP-CVS (800-746-7287) and reference incident number [redacted].Regards,[redacted] | CVS Health | Retail Executive Support Representative

Good Afternoon, On behalf of CVS Pharmacy, I would like to apologize to Ms. [redacted] for the problem  she encountered with our MinuteClinic department.  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 Ms. [redacted] has spoken to one of our MinuteClinic agents and regarding her concerns and feels the issue has been resolved.If we can be of further assistance, Ms. [redacted] can reach out to our Customer Relations Department at [redacted] (1[redacted]-) and reference incident number [redacted].Thank you, [redacted]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Ms. [redacted] for the experience she encountered with our automated phone call program.  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 Automated Call team has investigated this matter and added Ms. [redacted] to our company wide Do Not Call list.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]

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 don't know who  Ms. [redacted] is?????? This response has nothing to do with my complaint at all and is response to someone else's complaint....this really just shows me how much CVS really cares....I am really tired of dealing with this and getting responses that are not even for me......IF cvs could like to actually show they care they can send me a store credit for all this trouble (Paid 48.00 for produts and have been treated like a theif have received responses to my issues that where not for me and for Ms. [redacted] and her personal information) to my home, [redacted] or I can pick it up from my local store....Store #[redacted].....and I hope Ms. [redacted] gets a response to her problem and her prescription problems she seems to be having.... Communicating though Revdex.com seems to be the best options as to if you are going to do this.
Regards,
[redacted]

February 9, 2017
 
Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and Vermont
290 Donald Lynch Boulevard, Suite 102
Marlborough, MA 01752-4705
 
Complaint ID: [redacted] – [redacted]
 
To whom it may concern:
 
CVS Caremark administers the prescription...

benefits portion of the [redacted] Insurance Plan, of which Mr. [redacted] is a member. This letter is in response to the correspondence we received from your office on February 4, 2017. Thank you for the opportunity to address Mr. [redacted]’s concerns as expressed in Complaint ID: [redacted].
 
Upon review of Mr. [redacted]’s concerns regarding delays with order placement and shipment, the order was verified to be cancelled on January 26, 2017. Due to the delays with CVS Specialty Pharmacy an override was provided so that the medication could be purchased at a retail pharmacy. When an order is first placed, the prescription and insurance must be verified. A new patient enrollment must also be completed before the order ships.  The new patient enrollment process was not completed in full which prompted delays.
 
On January 25, 2017, procedures were missed which resulted in the order not shipping as scheduled. Although there were missed steps in processing this order, Mr. [redacted] was provided detail regarding all that had occurred. On February 1, 2017 CVS Specialty received a new prescription but due to the local fill, it was not processed. The next allowable fill date by the prescription benefit is February 18, 2017.
 
We value our members 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 Mr. [redacted] have any additional questions or concerns, please do not hesitate in contacting me at [redacted].
 
Sincerely,
 
 
[redacted]
Member Advocate