CVS Pharmacy, Inc.

On behalf of CVS/pharmacy, I would like to apologize to Mr. [redacted] for the problem he encountered with the filling of his prescription 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 Area Pharmacy Supervisor, Mr. [redacted] has investigated and addressed Mr. [redacted]’s concerns with pharmacist and staff.  Mr. [redacted] spoke with Mr. [redacted] apologizing for his pharmacy experience and assuring him steps have been taken to resolve this matter and prevent future occurrences.If we can be of further assistance we invite Mr. [redacted] to contact Customer Relations at [redacted] 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. 
The response that I received from Mr. [redacted] contradicts what I and [redacted] discussed.  So, as of today, 9/30/16, I still feel that this issue has not been resolved.  The issue is:  the insulin pens are packaged in boxes of 5 - The issue is:  if my current prescription indicates a total amount of 12 pens for a 90 day supply, then will the retail pharmacy fulfill their obligation to fill the 90 day supply and HOW???? After speaking to [redacted], she assured me that the retail pharmacy on [redacted] will give me exactly what the mail order pharmacy sent me.  After all, CVS Caremark retail and mail order are one and the same company, so why would one do something different than the other??  Here is where the contradiction unfolds - the mail order pharmacy sent me 3 boxes of insulin pens-a total of 15 pens. According to Ms. [redacted], I should receive this amount from the retail pharmacy as well.  This contradicts what Mr. [redacted] states in his letter. So, PLEASE! someone provide me with a resolution PRIOR to my having to experience this nightmare again when I need my insulin.  I am taking this very seriously as I cannot be without my insulin.  I will telephone Ms. [redacted] to discuss Mr. [redacted]s' response and hopefully, be able to resolve this.  
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. 
 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business.  Payment of $1500.was made in October to account #[redacted]. It was an error and an over payment. I have called numerous times for a refund.
[redacted]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mr. [redacted] for the problem his wife encountered 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 District Leader [redacted] has investigated and addressed this matter with the Pharmacy staff. Mr. [redacted] has aslo spoken to Mr. [redacted] and provided his apologies for what occured. 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 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. 
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Regards,
[redacted]

Good Morning, On behalf of CVS Pharmacy, I would like to apologize to Ms. [redacted] for the problem she encountered at her local CVS regarding her service concerns.  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. Mr. [redacted] has also spoken to Ms. [redacted] and arranged a refund at the store. If we can be of further assistance, Ms. [redacted] can reach out to our Customer Relations Department at 1-800-SHOP-CVS [redacted]) and reference incident number [redacted].Thank you, [redacted]

Good Afternoon,On behalf of CVS Pharmacy, I would like to address Mr. [redacted]' inquiry regarding the medication he references.  At CVS, our goal is to be a trusted partner in our customers' health care.  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.After a review of Mr. [redacted]' complaint we would like to clarify our medication return policy.  We are not able to take prescriptions as returns once the prescription has left the pharmacy as we cannot return items to stock, or utilize the prescription in any other way.  We will provide this concern to our Regional Leadership team for review to identify training opportunities but we will be unable to provide an exception.  Further, Mr. [redacted]' request to return and reprocess his prescription is not in compliance with our practices or State and Federal regulations and cannot be fulfilled.  Mr. [redacted] may speak with his current health insurance provider for further clarification.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]

Good Afternoon,On behalf of CVS Pharmacy, I would like to provide clarification regarding Ms. [redacted]'s experience 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.Upon receiving this concern our office did identify that an item similar to that of the one Ms. [redacted] described which was purchased at a nearby location in San Francisco on August 28th under the customer's ExtraCare account.  When we spoke with the customer we asked if she still had her receipt after her encounter at the store location or could otherwise verify the name of the item or where it was purchased and she was unable to do so.  While we appreciate that the customer has referenced our coupon policy that states items presented for return without an original receipt may be exchanged, it also states "We reserve the right to limit or refuse any refund or exchange. All returns or exchanges are subject to a third-party verification process."  This was briefly reviewed with Ms. [redacted] before seeking further investigation by our Regional Leadership team members.We have been informed that District Manager [redacted] has investigated and addressed this matter with our Front Store staff, the Store Manager, as well our Regional Loss Prevention office.  Mr. [redacted] has determined that due to Loss Prevention concerns a business decision was made at this location to limit returns done without a receipt which was allowed within the coupon policy, the customers experience is being reviewed further for possible alignment by our team members in the region.  It was confirmed that our store staff members did seek to confirm any identifying information with the customer about the initial transaction to be able to provide an exception and Ms. [redacted] was unable to do so at the time.  We have confirmed that our coupon policy in this store location, and at all our store locations in the area, is prominently displayed.While we will be reviewing this experience with our store team members going forward to identify any training opportunities it is our analysis that proper steps were taken by our team members at the time of the customers experience to assist her within our policies.  If we can be of further assistance we invite Ms. [redacted] to contact Customer Relations at 1-800-SHOP-CVS (1-800-746-7287) 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]. . 
 Regards,
[redacted]

On behalf of CVS/pharmacy, I would like to apologize to Mr. [redacted] for his experience with 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 our Prescription Records Department had also received a request from Mr. [redacted] for his prescription records. We have sent Mr. [redacted] the prescription records that we are able to produce. Unfortunately, Mr. [redacted] is asking for prescription records beyond the timeframe of records that we keep and we are unable to produce the request. If we can be of further assistance, we invite Mr. [redacted] to contact Customer Relations at 1-800-SHOP-CVS (746-7287) and refer to incident [redacted]. Regards, [redacted] Customer Relations Supervisor

Good Afternoon, On behalf of CVS Pharmacy, I would like to apologize to Mr. ** for the problem he encountered with his CVS.com 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 our CVs.com department has investigated and addressed this matter and contacted Mr. **. Senior Agent [redacted] was able to resolve the concerns and has issued the credit onto the customer’s account. If we can be of further assistance, Mr. ** can reac h out to our Customer Relations Department at 1-800-SHOP-CVS (1[redacted]) and reference incident number .Thank you, [redacted]

Good Afternoon, I sincerely apologize for the fact Ms. [redacted] did not find our previous communication satisfactory. Unfortunately, due to security concerns, we would not be able to comply with Ms. [redacted]'s request to resolve this with the method of communication through the Revdex.com. The agent who previously attempted to contact Ms. [redacted] left a voicemail with her direct telephone number and would be glad to assist. 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].  
CVS informed me on 11/20 that they had corrected the problem.  I rejected the response, saying not enough time had passed to confirm the correction.  And in fact, I received two robocalls from CVS later that day -- one referencing a prescription ending in [redacted] that I had discontinued.  So you'll understand my skepticism.  Once again, I'm going to reject the response until a full month has gone by without additional harassment.
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. 
CVS's response doesn't address my other issue which is customer privacy.  Nowhere in the process of making a complaint did I have the option to OPT OUT of my email address being put on a list (that is then sold to 3rd party retailers).  Simply put, CVS needs to reconsider how they interact with their customers.  Despite CVS's claims to the contrary, I STILL continue to get junk emails from whoever it was, this corporation sells it customers email addresses to.  If I could, I would wish for ALL of CVS's executive leadership to have THEIR email address sold along with millions of other unsuspecting CVS customers.  Evidently, they seem to think it's perfectly fine, to make a few dollars, invading a customer's inbox with itic solicitations from 4th rate companies.Regards,
[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 when trying to return front store merchandise at 2 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, [redacted] as investigated and addressed Mr. [redacted] concerns with store managers and staff at both CVS locations.  Store Manager [redacted] spoke with Mr. [redacted] and explained CVS return policy.  [redacted] has resolved this matter with Mr. [redacted]. 
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

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].  Too, what bothers me is I just feel that CVS never assumes any responsibility at all and passes the buck, they did this before too when they put me in jeopardy of not having any more of my prescription. CVS sent this email letter to me on April 6, 2017:Dear Mr. [redacted],Thank you for taking the time to write us about your recent experience at CVS Pharmacy on [redacted]. At CVS Pharmacy we value feedback from our customers and your experience is very important to us. We take the responsibility of serving your needs seriously. Please accept my apology for your recent experience at the pharmacy.I contacted the leadership team responsible for this CVS Pharmacy location. A member of that team will be contacting you about this matter within 2 business days.We are committed to better serving the needs of our customers, and your feedback is an important part of that process. Mr. [redacted], we value your business and look forward to serving you again soon. Sincerely,[redacted] CVS Customer RelationsThe reference number for this contact is 6940391. This is another example, they said someone would contact me within two business days of April 6, I am still waiting and they still have not followed up on this either. I spoke to [redacted] and [redacted], both who said they would follow up on the Extracare card and points for my prescriptions, but never did either.  What bothers me about all of this is that, I don't think they should send out reminders for refills, until you really can. Period. Too, I always received my extracare points with Express scripts for the same meds, now since I am with CVS Caremark, they are discriminating against us who are forced to oreder through CVS Caremark Specialty Care and then mailed to the store, yet, now they say they do not want us to get points for these, it is ALL CVS. All entities of CVS do not work well together. I am going to write to the State of Florida and reccomend that they do not use CVS Caremark as they discriminate, we who have to use you and your Specialty Care should be able to get our Extracare points too when we order, CVS is CVS, no matter if it is the store, Caremark, or Specialty, you are all CVS, this is discrimination.I spoke and emailed a few times to Mr. [redacted] a few times, at least he was sympathetic to all the chaos I have had to deal with now for over two years with CVS, CVS Caremark, and CVS Specialty. he said he would fulfill my request for additional funding for all I have had to go through with , so I hope he is a man of his word and does, I still have not received any compensation for all the frustration and distress I have had to deal with in putting up with all entities of CVS. I will wait. I quite frankly, hope that maybe with all my complaints and issues I have had with CVS and all their entities, that maybe this will better help them to better serve its customers and also to not discriminate against the ones who are forced to use CVS Specialty, they too should have the right to get their Extracare points and Bucks back in my opinion.  All or most of what CVS sent to me with this response on April 4 from you and also this one the emailed to me on April 6 is just lip service. Actions speak louder than words. If they want to make it right provide compensations and also use their errors to improve customer service and to not discriminate against their CVS customers who have to use CVS Caremark or CVS Specialty, you are all ONE company, treat all your customers fairly. Why should we be discriminated and not receive our Extracare points toward Bucks Back?  It makes no sense. I am writing to share more of my feelings on this matter and I will await some response from CVS as stated above. To this day the manager and pharmacist of Store # [redacted], I requested this several times when I called over three weeks now. I just find all of this and CVS giving a lot of excuses, but never speak to the issues, they pass the buck all the time. Their service and responses are mediocre at best. I think CVS customers deserve better than this. I hope Mr. [redacted] will at least be sincere. I hope CVS can get better and more fair. I hope this helps you. These two recent responses from them just are lip service and they do nothing.   Sincerely, Dr. [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].
While yes [redacted] was VERY nice to deal with and went above and beyond. Your store polices are still very unclear( and not followed). I was told two completelydifferentpolices from him and your other store. [redacted] told me reruns are completely up to him and are at his discretion, he also told me if a item is not sold at his store (but sold at cvs) he does not have to rerun it. I read him your statement online that reads ""100% satisfaction guarantee on beauty purchases Be 100% happy or receive 100% money back on any beauty products. If you're dissatisfied for any reason, you can return the beauty product (opened or unopened) along with your receipt or invoice to any CVS/pharmacy store. We'll refund the full purchase price — no questions asked! Refunds for non-CVS/pharmacy Store Brand Cosmetic items can be granted without a receipt but a CVS/pharmacy [redacted] will be issued. To return the item by mail, call Customer Care at 1-888-607-4CVS (###-###-####). We'll work to ensure that both your return and credit refund are processed accurately.""  He said what it does not state is that it is decision  ( which does not make sense as that it my point it doesn't say that). Your policies online do not state you need an ID to rerun without a receipt again both of these issues would be fine, Though not posted anywhere in your store. It seems the mangers are able to place whatever polices they want. As both of your stores told me similar but different things.  I have spend thousands of dollars at CVS including pharmacy and do not want to feel like a criminal for trying to make a rerun(s).  As for the other store. from what I can find your store broke the law (California Civil Code section 1723),by not issuing a return with a receipt(separate issue) (You can look at surveillance cameras of me coming in and being sent away with no return) (within your posted return date) and they said are exempt from having to post their polices that didn't allow my return because they work in "costumer survive"( which makes no sense) that was with your [redacted] ventura store and I spoke to the asst manger ([redacted]) who was truly awful to deal with lied countless times on the phone the other staff at this store was also awful. When I told her I was going to file a complaint with the attorney  generals office (which I did) she welcomed that and said " do what you want to do" In a very mocking tone, she said I was wrong and they did nothing wrong I informed her about the law 1723 and she hung up, before doing that I asked her about the return police without receipt and she said "our policy states you have 30 days so without a receipt how can you prove it was within that" I again read her your policy above that sates you don't need a receipt on beauty for store credit and she said 'no'.  (again [redacted] did end up doing the rerun without the receipt and was VERY nice!!!) I do not ever want to have an issue returning or buying from a store depending on a mangers mood and whether they feel like  it. Though now this issue is about corporate stepping in and making sure your ACTUAL store polices are being enforced properly. You are a corporate run business not a mom and pop shop.  You must put polices in place for the stores to ACTUALLY follow.  The stress phone calls, emails and numerous visits to the stores and embarrassment are so shocking for what I consider to be a great costumer- look up are files for purchase history ( [redacted] and [redacted]). 
The only contact I have had are from mangers who have stood by there "polices" that are not what is stated by your store anywhere. with no intention of changing them or having them posted OR following them. I was told this was a "courtesy".I am not sure if this is how you are training your staff and allowing them to do as they please but this is so beyond dissatisfying. 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]. . 
CVSThe 12-27 extracare bucks was printed out by Pharmacy only after I filled some prescriptions I received ZERO emails about it only the ones I sent to you were emailed and I did NOT print any of them as I couldn’t, so this is false information you have stated. The emails I received I could not download either of them, so they have NOT been used since I could not download them or print them either one. You stated they were reminders, yet [redacted] said they were expired emails that you send out and are expired when you send them out! So again what you are saying is contradicting your other agents also the email I received from one of your agents stated that they could reload the one from 12-18 if I wanted them too and [redacted] had stated that that email was a lie also this is why I went to the Revdex.com with this due to her telling me this. So if you could reload the ectracare bucks from 12-18 if I told you to yet I never told you to then how did I get another one at the pharmacy on 12-27? Explain this to me now since you say I printed this one out of which I did not I only got it “AFTER” filling the prescriptions not before and I had filled some prior to that date and after 12-18 but got no ectracare bucks. Again this shows that the info you stated is false since I could not print any extracare bucks out before 12-27.  Regards,
[redacted]