CVS Pharmacy, Inc.

On behalf of CVS/pharmacy, I would like to apologize to [redacted] for the experience she had when attempting to utilize expired coupons at her 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. Ms. [redacted] has contacted our Customer Relations department regarding this concern and has been notified that 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.  Our coupon policy can be viewed www.cvs.com/couponpolicy. If we can be of further assistance Ms. [redacted] can reach out to our Customer Relations Department at [redacted]) option 3  and reference incident number [redacted].Regards, [redacted] Senior Customer Relations Representative

Revdex.com: Thank you, although it is Ms. [redacted]. 
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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. 
It is still bad business to not give a customer the points they earned.  I was CVS's fault for not training their staff correctly.  As a customer I should not be punished.  I will make sure to share my experiences with family, friends, co-workers etc.  Bad business and customer service!  There is too much competition, and CVS won't last long if they continue treating customers poorly.  I would hope that this issue gets passed up the line to management. 
Regards,
[redacted]

Good Afternoon,We have fully reviewed Mr. [redacted]'s concerns in this matter.  It has been determined that our staff members have assisted the customer within their ability to do so and within our stated coupon policy.  As per our previously noted coupon policy we will be unable to provide an exception in this matter.As mentioned Mr. [redacted] can reach out to our Customer Relations Department at 1-[redacted] (1-[redacted]) and reference incident number [redacted] if he has additional concerns.

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]

Good Morning,On behalf of CVS Pharmacy, I would like to apologize to Mr. [redacted] for the problem he encountered with 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 Pharmacy Supervisor [redacted] has investigated and addressed this matter with the pharmacy staff, including the Pharmacy Manager.  It has been confirmed that the prescription in question was written incorrectly by the prescriber, when the customer brought this to the attention of the Pharmacist on Duty they informed the customer they wanted to review the concern with the Pharmacy Manager before proceeding given our policy regarding returning prescriptions.  The Pharmacy Manager proceeded to speak with the customer the next morning and determined that a refund was in order.  Mr. [redacted] has now also spoken with the customer clarifying the concern and confirming that a new correct prescription has been written.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].Sincerely,[redacted]

Good Afternoon Ms. [redacted], On behalf of CVS Pharmacy, I would like to apologize to Ms. [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 providingcustomers 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 codes.If we can be of further assistance, Ms. [redacted] can reach out to our Customer Relations Department at [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 Ms. [redacted] for the problem  she encountered with her 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 CVS.com Supervisor [redacted] attempted to contact Ms. [redacted] via the telephone without success.  Mr. [redacted] has also sent out an email advising that the $19.63 was issued back to the customer and the auto ship subscription has been cancelled. If we can be of further assistance, Ms. [redacted] can reach out to Mr. [redacted] directly at [redacted]

Good Morning, We are able to see the $5 Reward in question was printed on register receipt associated with the purchase made on 1/30/2018 and not from the Coupon Center.We have notified with Leadership Team responsible for the store location of the malfunctioning Coupon Center so they may work on getting it in working order.In keeping to our CVS Coupon Policy, CVS does not accept or re-issue expired coupons. With that said no compensation will be provided at this time. We regret that we have been unable to fully resolve Ms. [redacted]'s concern.  We believe that all reasonable efforts have been made to provide assistance and a satisfactory outcome.Thank you,[redacted]

April 7, 2016
Revdex.com
[redacted]
Complaint ID: [redacted] / [redacted]
To whom it may concern:
CVS/caremark administers the prescription benefits portion of the health plan for [redacted], of which Ms. [redacted] is a member. This letter is in response to the correspondence we received from your office on March 31, 2016. Thank you for the opportunity to address Ms. [redacted]’s concerns as expressed in Complaint ID [redacted].
Upon re-evaluation of the concern, we are still unable to resolve this in a favorable matter for Ms. [redacted]. We have confirmed that CVS/caremark cannot make any changes to Ms. [redacted]’s prescription benefit plan design. If Ms. [redacted] wishes to dispute or change her coverage, she would need to contact the primary policy holder’s employer or human resources department. We did review Ms. [redacted]’s interactions with our customer care team and we recognize that there were several opportunities for additional training and coaching for our staff.  Feedback has been provided to each member of the customer care team with whom Ms. [redacted] interacted with.  Please note that our goal is to ensure that our valued customers receive only the highest level of customer care.
We sincerely apologize for any frustration or inconvenience that Ms. [redacted]’s experienced. We value Ms. [redacted] as a member and we remain fully committed to our purpose of "helping people on their path to better health". Should you or Ms. [redacted] have any additional questions or concerns, please do not hesitate in contacting me at [redacted].
Sincerely,
[redacted]
Member Advocate

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Ms. [redacted] for the problem she encountered with her 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 Call Center Supervisor [redacted] has investigated this matter with store staff. Mr. [redacted] has also contacted Ms. [redacted] who confirmed the pending hold have dropped off her account and only one charge remains.  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 Mr. Jay [redacted] for his experience at his local CVS/pharmacy in Forest Hills, NY. 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 Manager, [redacted], has investigated and addressed this matter with the pharmacy staff. Ms. [redacted] has spoken with Mr. [redacted] to apologize for his experience and assure that the appropriate steps have been taken to prevent this matter from occurring in the future.If we can be of further assistance, we invite Mr. [redacted] to contact Customer Relatinos 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 Ms. [redacted] for the problem she encountered at her 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 that Area Pharmacy Supervisor [redacted] has investigated and addressed this matter with store staff, including the Store Manager. Mr. [redacted] spoke to Ms. [redacted] this afternoon regarding her concerns and issued a $25 CVS Gift Card for her inconveniance. Ms. [redacted] was satisfied with the resolution provided.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]

I would like to once again apologize to Mrs. [redacted] for the concerns she has expressed in obtaining her husband’s medication.  The Pharmacy Manager [redacted], has spoken to Mrs. [redacted] and informed her that she contacted the doctor and obtained a new prescription for a medication that is covered by their insurance. Mrs. [redacted] also informed that the medication is ready and waiting for pick up.  If we can be of further assistance, Mrs. [redacted] can reach out to our Customer Relations Department at [redacted]) option 3 and reference incident number [redacted].Regards,[redacted] Customer Relations

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 has failed to refund Extra Bucks they took/stole that weren't there's to take. I have all my receipts and I should have more than $1 Extra Bucks. They offered me nothing after they stole from me. They simply said it won't happen again. I e-mailed them previously and told them the exact Extra Bucks they took from me which they weren't supposed to and the rep e-mailed me back saying "Sorry, there will be no refund." Refund? What do you mean? They were WRONGFULLY STOLEN. This isn't the first time CVS has had to give me back Extra Bucks they wrongfully took. Seems to me they;re tired of doing it. That's fine if they are but they need to STOP TAKING THEM. How is theft EVER okay? It's a scam.
Regards,
[redacted]

Good Morning,  At this time we welcome Ms.

On behalf of CVS/pharmacy, I would like to apologize to [redacted] for the experience she had at her 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 my understanding that the Store Manager [redacted] has spoken to Mrs. [redacted] to apologize and arrange for a store reimbursement of any fees she incurred due to both checks being presented for payment to her account.  In addition the funds for the check in the amount of $258.21 should have been returned back to Mrs. [redacted]’s account by the bank due to the authorization being revoked. The District Manager has also addressed the customer service and training issues with the appropriate employees. We apologize once again for Mrs. [redacted]’s  experience and if we can be of further assistance we invite Mrs. [redacted]  to reach out to our Customer Relations Department at [redacted] option 3 and reference incident number [redacted]Regards,[redacted]Senior Customer Relations Representative

.On behalf of CVS/pharmacy, I would like to apologize to Ms. [redacted] for the experience she had with a front store product being out of stock at several CVS locations in her area as well as difficulties she experienced when placing online orders with 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 Area District Manager, [redacted] has resolved the product out of stock issue with Ms. [redacted].  CVS.com Supervisor, [redacted] has investigated and addressed Ms. [redacted]’s online ordering complaint.  A CVS.com Specialist, [redacted] was unsuccessful reaching out to Ms. [redacted] by phone.  She has sent an email to Ms.[redacted] with the results of their investigation and directions for placing future CVS.com orders.  Ms. [redacted] has not responded as yet.  If we can be of further assistance Ms. [redacted] can reach out to our Customer Relations Department at [redacted] and reference incident number [redacted].Regards,[redacted] | CVS Health | Retail Executive Support Representative

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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 statement is not correct. There were two prescriptions written on the same sheet of paper for Mr. [redacted]. While the counter person at CVS entered one medication in Mr. [redacted]'s records, he put in the other medication in my records. CVS rejected to fill both the medications - second one was denied by Insurance for obvious reasons, because CVS was making a claim for a wrong medication for a wrong patient. After I pointed this out on Tuesday, March 15, all CVS had to say was we apologize. CVS contacted our doctor for the first medication only after we lodged the complaint, which they should have done on Saturday itself their own. CVS will not fill the second medication unless and until Mr. [redacted] presented them with a hard copy, whereas a hard copy (in the same sheet for the medication they filled) was handed over to them on Saturday, March 12. As far as we are concerned, our concerns remain.
Regards,
[redacted]