CVS Pharmacy, Inc.

On behalf of CVS/pharmacy, I would like to once again apologize for the frustrating experience Mr. [redacted] has had with the ExtraCare card and coupon. I have confirmed the $10.00 ExtraBuck coupon is ready to print at store level and the phone number Mr. [redacted] provided is the number that is linked to his ExtraCare account.  Once the coupon prints it is good for 30 days.  In addition the duplicate ExtraCare card was requested to be sent on 11/9/16 delivery time is approximately 4 weeks.  If we can be of furtherassistance Mr. [redacted] can reach out to our Customer Relations Department at [redacted] option 3, Monday-Friday 8AM-7PM ET, and reference incident number [redacted]. Regards,

Revdex.com:
I have reviewed the response submitted by the business as well as heard the voicemail left on my cell phone and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].There are two problems with the business's response. First, CVS still fails to justify its claim that the Anti-Diarrheal Medicine was on sale. There was no indication on the signage and no indication on my receipt that it was on sale. Therefore, CVS should be responsible for applying a valid 20% discount to a non-promotional item. I see that the Old Spice Deodorant was indeed on sale, but this only impacts my requested amount by $1.06 (including sales tax).Second, I am willing to accept a CVS credit in lieu of a refund under the condition that the credit be a minimum of $10.00. This is because the offered $5.00 credit falls under the amount of the refund to which I am entitled, and because I know a store credit is less costly to CVS than a full refund because the profit margin on the items means I am not receiving the actual equivalent of $5.00 cash.Regards,
[redacted]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mr. [redacted] 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 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 Pharmacy Supervisor [redacted] has investigated and addressed this matter with the Pharmacy staff, including the Pharmacy Manager.  We have been informed that our staff pharmacist was seeking to proactively assist our customers regarding annual vaccinations, it has been confirmed that training opportunities have been identified to help our staff member do so in a more conscientious manner in the future.  We have also been informed that this concern has been reviewed with Mr. [redacted] by Mr. [redacted] and that the customer is satisfied with the efforts made to address and resolve his experience. If we can be of further assistance we invite Mr. [redacted] to contact Customer Relations at [redacted] (1-[redacted]) and refer to incident number [redacted].Thank you, Benjamin

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 ONLY WANTED CVS TO TAKE RESPONSIBILITY FOR THEIR OWN LIES AND SCAM AGAINST ME. CVS REFUSES TO ACKNOWLEDGE THE FRAUDULENT ACTIONS OF THEIR OWN EMPLOYEES.  NOT ALLOWED TO COMPLAIN.      IN DIRECT RETALIATION FOR THIS "AND MANY OTHER" COMPLAINTS I WAS TOLD TO GO SHOP AT [redacted] FROM NOW ON..  *WHEN* DID THE 'MANY OTHER COMPLAINTS' HAPPEN?? ANOTHER SCAM LIE!!!!! (MORE PROOF CUSTOMERS ARE NOT ALLOWED TO COMPLAIN THERE)   [redacted], the manager on duty tonight (10-03-2017) had previously left a voicemail on my phone (saved) stating I could pick up replacement Cherry [redacted].   Tonight I attempt to pick it up and was told by [redacted] in direct retaliation for this compalint that it would be better if I shop at [redacted] from now on.   (MORE HARASSMENT - NOT ALLOWED TO COMPLAIN OR BE RETALIATED AGAINST)    SO I LEAVE WITHOUT PICKING UP ANYTHING.  NOT WELCOME THERE.  ISSUE STILL UNRESOLVED.       I WAS ORIGINALLY LIED TO 9/19/2017 AND DIRECTLY TOLD THAT CHERRY [redacted] WAS NOT ON SALE AT ALL AFTER TRYING TO PURCHASE SOME. [redacted] WAS THERE AND WITNESSED THIS TOO. SCAMMED.  MY HIP IS DAMAGED AND CARING THREE REGULAR [redacted] 12-PACKS BY HAND ONE DIRECTION WAS PAINFUL.... RETURNING TO THE STORE WOULD OF MEANT *THREE* SEPARATE TRIPS OF 3 12-PACKS ON THAT HURT HIP IN LESS THAN AN HOUR.  CVS "CAREMARK" COUOLD CARE LESS ABOUT THEIR OWN EMPLOYEES LIES AND WOULD RATHER SEE ME SUFFER.     In regards to past employment, SEVEN SOLID MONTHS OF DIRECT PHYSICAL THREATS AND HARASSMENT BY A SHIFT SUPERVISOR NAMED [redacted] COUPLED WITH FURTHER HARASSMENT (reduced from 30 hours to 5 - 10 hours/week, almost daily threats of write-ups, etc) CAUSED ME TO ATTEMPT TO TAKE A LEAVE OF ABSENCE WHICH WAS TWISTED INTO ME "ABANDONING THE JOB" - whatever.     NOT ALLOWED TO COMPLAIN ABOUT THESE THINGS BECAUSE IT COMES BACK ON ME YEARS LATER. [redacted] REMEMBERS EVERYTHING INCLUDING THE PERIOD WHERE EVERYONE IGNORED MY ISSUES. SHE NEVER CARED, NOR DID ANOTHER MANAGER AT THE TIME WHO EVEN DEFENDING [redacted] BY SAYING "THAT'S THE WAY HE IS" IN REGARDS TO THE CONSTANT THREATS AND HARASSMENT AGAINST ME.  EMPLOYEES SUCH AS [redacted] ARE REWARDED BY CVS, HE GOT A FULL MANAGEMENT PROMOTION TO THE [redacted] STORE.... MY COMPLAINT AGAINST HIM WAS FRAUDULENTLY DISMISSED BY CORPORATE AS "INVESTIGATION COMPLETED AS HE NO LONGER WORKS AT THE STORE" (yes TRANSFERRED TO [redacted] CVS WAS OFFICIALLY DECLARED "NO LONGER WORKING" FOR THEM 'CASE CLOSED') Regards, [redacted]

Good Afternoon, On behalf of CVS Pharmacy, I would like to convey our regrets that we have been unable to fully resolve Mrs. [redacted]' 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 Mrs. [redacted] to contact out Customer Relations team members at [redacted]) 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 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]

Good Afternoon,We have received confirmation from Third Party Finance Operations Manager [redacted] that there was a delay by the processor.  We apologize for this delay but we have verified that the check the customer has requested was sent on the 12th of May for the amount of $15 dollars.  I have provided my direct contact information to Mr. [redacted] if he has any further questions or concerns.As before if we can be of further assistance we invite Mr. [redacted] to contact Customer Relations at 1-800-SHOP-CVS (1-800-746-7287) and refer to incident number [redacted].Thank you,[redacted]

February 10, 2017
 
Revdex.com
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 health plan for [redacted] ([redacted]), of which Mr. [redacted] was a member. This letter is in response to the correspondence we received from your office on February 6, 2017. Thank you for the opportunity to address Mr. [redacted]’s concerns as expressed in Complaint ID: [redacted].
Upon review of this concern, our finance department confirmed that the only $139.51 was applied to the FSA card on June 23, 2016 for the original order.  The member’s FSA charge on July 5, 2016 was a pending transaction, and the FSA card was never charged for the reshipment of the medication. Our finance department confirmed that the reshipment order from July 5, 2016 was paid for by a CVS Caremark complimentary payment voucher. Our records do not show a double payment.
 
We value Mr. [redacted] as a member and we remain fully committed 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]. . 
Buyer Beware: this business will fight you to the death over a $5 COUPON, which shows as "used" on my account, even though 1 CVS agent LIED and stated that I never, ever, ever had a coupon ... ever. CVS is blatantly lying, no one has tried to contact me, and all my most recent emails were ignored. Notably, this lying CVS executive provides no documentation to support anything he is saying ... clearly because he is lying. Certainly, the public can decide for itself: a major corporation that spends months of time, fighting a customer to the death, over a $5 coupon. Really? Not even $5, but rather, a "$5 coupon"!!! Any one with common sense can figure out: If CVS spends months and months, fighting consumers to the death, over a "$5 coupon;" it means run away, runnnn ... ... ... ... ... 
Regards
[redacted]

Good Afternoon, On behalf of CVS Pharmacy, I apologize for the fact we canot provide Mr. [redacted] with the information he is seeking. Due to the fact an error had occurred at the register during the transaction, CVS is unable to advise Mr. [redacted] on how the discounts were calculated.If we can be of further assistance, Mr. [redacted] can reach out to our Customer Relations Department at 1-800-SHOP-CVS (###-###-####) and reference incident number [redacted].Thank you,[redacted]

Tell us why here...On behalf of CVS/pharmacy, I would like to apologize to Ms. [redacted] for the experience she had with returning a purchase she made at CVS.com.  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 CVS.com Specialist, [redacted] has investigated and addressed Ms. [redacted]’s complaint.  CVS.com Team Leader, [redacted] left Ms. [redacted] a voicemail and sent her an email with the resolution to this matter.  Ms. [redacted] has not responded.  If we can be of further assistance Ms. [redacted] can reach out to our Customer Relations Department at [redacted] ([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].  
Additional information was requested to support resolution of this complaint.  The additional information is included below.Member ID number: [redacted]Medication in question (Prescription): [redacted]
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].
It took NINE DAYS to fill these two prescriptions, that is nine days longer than it should have taken. There was an authorization question about ONE of the prescriptions, but CVS refused to fill EITHER of the prescriptions, even though there was no  problem with the other one. That was nine days of calling, writing, trying to reach CVS via their website, **, ** messenger, and the Revdex.com. The doctor's office tried multiple times to reach CVS. I have a voice mail from the doctor's office from the 6th day saying they had been unable to get a response from CVS. I have a postal letter from the insurance company, approving the medication that needed authorization- there was enough time for them to send me something *in the mail*, and STILL neither prescription was filled. Both of these medications are ones that I have been taking for years, and neither is  a pain reliever or in any way addictive. There was NO REASON for it to take NINE DAYS to fill these prescriptions. CVS could have contacted my doctor that same day the prescriptions were sent (they were sent in the morning) and rec'd the information they needed. They did not even try to reach the doctor. The doctor's office can confirm this.CVS did the same thing with another prescription of mine  in December 2015, from another doctor for another medication, also something I have been prescribed in the past. There was no authorization issue with that prescription, my doctor confirmed that there was no reason for it not to be filled,  and I was not given a reason for CVS's refusal to fill the prescription. I NEVER GOT THAT PRESCRIPTION. I cannot believe that after that, CVS would pull the same thing and just not fill a prescription.This is unacceptable. I want this complaint to stand with the 170+ other unresolved complaints against CVS.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 using his 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.  We have investigated Mr. [redacted]’s concerns and all the appropriate parties have been made aware of his feedback. We have also issued Mr. [redacted] a $5 ExtraBucks coupon that will be available on 08/12/2016 and valid for 30 days. If we can be of further assistance, Mr. [redacted] can reach out to our Customer Relations Department at 1-800-SHOP-CVS (###-###-####) and reference incident number [redacted].Thank you, [redacted]

Good AfternoonOn behalf of CVS Pharmacy, I would like to apologize to Ms. [redacted] for the problem she encountered with her CVS.com weekly ad displaying the 23.5oz bag of [redacted] Almonds.  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 Digital Team has investigated this complaint and has fixed the issue on our website going forward. We have also issued Ms. [redacted] a $10 ExtraBucks coupon onto her ExtraCare account. The coupon will be available for print on 02/27/2017.If we can be of further assistance, Ms. [redacted] can reach out to our Customer Relations Department at 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. 
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]

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 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 District Leader [redacted] has investigated and addressed this matter with store staff. We have also confirmed Ms. [redacted]'s prescription is currently available for pick up. 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]

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 the filling of 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, including the Pharmacy Manager. Mr. [redacted] has honored her request to transfer the prescriptions to the Pharmacy location she requested. He has also coached the staff on how to handle these types of situations going forward. Mr. [redacted] has not been able to connect with Ms. [redacted] directly but she has been made aware of 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 apologize to Mr. [redacted] for the experience he had when trying to redeem Extra Care coupons 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.  CVS Area District Manager was notified of Mr. [redacted] service concerns and will be addressing them with store management and staff.  I spoke with Mr. [redacted] and reviewed his Extra Care Rewards with him.  I assured Mr. [redacted] that Area District Manager would be addressing his service concerns.  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