CVS Pharmacy, Inc.

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 # ***Please add your rejection comments below.
And that was the reason behind my asking CVS to check the legacy systemsI checked with a subject matter expertCVS very likely has these records in archive, storage, or on a legacy system (but CVS is probably neglecting to mention this fact to the Revdex.com or doesn't want to bother to dedicate the time to look up this information because it is not as simple for an employee to use the legacy system as it would be to use the current system)This matter will have to be referred to the Information Technology Department or CIOCVS is very likely being lazyI've encountered this same issue at other corporationsI am going to call the number that was provided to me by the Revdex.com complaintBut I doubt that this will resolve the issueIt will have to be escalated to the technology departmentPlease be cooperative and do so
Regards,
*** ***

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 # ***Please add your rejection comments below.
[Hi, I'd experienced past issues with a CVS Extra Care cardA CSR (I cannot remember her name-sorry) sent me out a replacement card (activated-TY)Used this card once for a purchase on or about 8-8-This was at the CVS store at the *** *** *** (*** *** ***)I'd purchased razor blades, and received a $in store couponTried to use it today (coupon) for an inshore purchaseThe coupon for some reason has my old card number on it (***)???? The Cashier (shorter woman) kind of gave me a hard time, and would not accept itIt makes no sense how this happened (was a paper coupon that printed out with my purchase receipt yesterday)There's a cashier there (***) who is very helpfulShe knows I've had card issues, and sometimes did an override in the past to assist meI again have no idea how this coupon printed out with my old card number info??? I'm not trying to cause any issues-just to make a purchase wand use the $in store couponI was purchasing items that were eligible for use with this coupon as wellI also have separate $coupons which printed out at the in store kioskThese for some reason have the Extra Care cared number ending in Not sure how this occurred, as I'd used the new Extra Care card I'd just receivedI have a medical condition, and I sometimes get confused and frustrated (brain injury)I have no idea what is going on.......Is there any way I can have the $coupon that recently printed out (along with the separate $coupons) added to my new Extra Care card? I do not want to have overrides manually done at the store all the time, s I'm sure this is an inconvenience for store personalWould be a total of $Again, I have no idea how this occurredPresumed everything was fixedWould it be possible to also send me an email confirming this please? My medical condition is beginning to make it difficult for me to communicate at times :(I sure do hope this is the last issue I have with my Extra Care cardOh, the new Extra Care card ends in ***I also wish there was more consistence with cashiers helping customers out (like *** does)Is frustrating to begin with, when there is an Extra Care card issueTo tell a customer they believe what you're saying, but there's nothing they can do adds more to the frustration I'm experiencingThank you.]
Regards,
*** ***

Good Afternoon, On behalf of CVS Pharmacy, I would like to apologize to Ms*** for the problem that occurred at local CVS regarding her daughter’s 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 *** *** has investigated and addressed this matter with pharmacy staffMs*** has also confirmed all the appropriate procedures have been followed in order to properly address Ms***’s concernsMs*** has also attempted to contact Ms*** multiple times without success. If we can be of further assistance, Ms*** can reach out to our Customer Relations Department at 1-800-SHOP-CVS (1-800-746-7287) and reference incident number ***.Thank you, ***

Good Morning, We have reached out to Miss *** by phone and via email as she most recently requested and have yet to hear back. In order to proceed further with this concern our Research Team needs confirmation on the digit access code that is located on the CVS E-Certificate she has in her possessionAdditionally, we need to know how the certificate was purchased/obtained. Once we receive this information we will be able to provide Miss *** with the resolution. Thank you,***

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Ms*** for the poor customer service she received 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 that
it is important to understand what happened and to take the appropriate action.It is our understanding that District Manager *** *** has investigated and addressed this matter with the Front Store staff, including the Store Manager Mr*** has reviewed with the store staff members the importance of providing proper customer service and has addressed any training opportunities In addition, Mr*** has made multiple attempts to reach Ms*** to provide his apologies without success, he has provided his contact information in the event Ms*** has any further questions If we can be of any assistance we invite Ms*** to contact Customer Relations at 1-800-SHOP-CVS (1-800-746-7287) and refer to incident number ***.Thank you, ***

On behalf of CVS/pharmacy, I would like to apologize to Ms*** *** for the experience she has had with the connectivity to our CVS.com photo site At CVS, our goal is to make our customers' shopping experience easyWhen 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 a Supervisor from CVS.com, *** ***, has attempted to reach Ms*** in order to assist with her concerns; a voicemail was left asking Ms *** to return her call at her earliest convenienceFor further assistance, Ms***’s may also reach out to Customer Relations at *** option and reference incident number ***.Regards,*** ***, Senior Customer Relations Representative

In order to properly investigate your concerns, we are in need of additional information. Please provide us with the following information: Member ID number and the medication in question

On behalf of CVS/pharmacy, I would like to apologize to Ms*** *** for the experience 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. It is our understanding that the District Manager *** *** has spoken to M*** about her concerns. An apology was provided for the service and experience Ms*** encountered. In addition Ms*** will return to the store to obtain a refund and a discount on the item in question If we can be of further assistance Ms*** can reach out to our Customer Relations Department at 800-SHOP-CVS (800-746-7287) option and reference incident number ***Regards,*** ***Senior Customer Relations Representative

Good Afternoon, On behalf of CVS Pharmacy, I would like to convey our regrets that we have been unable to fully resolve Ms*** ***'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*** ***'s to contact out Customer Relations team members at *** (***) and refer to incident number *** with any further questions.Thank you,***

Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and Vermont
*** *** *** *** *** ***
*** ** ***
Complaint # *** / *** ***
To whom it may concern:
CVS/caremark administers the prescription benefits portion
of many health plans as well as manages specialty pharmaciesThank you for the opportunity to address Mr*** ***'s concerns as expressed in Complaint # ***
Upon review of this concern we found that there had been no process failures. Mr***'s prescriber had changed his medication, to which, with any specialty drug, a new prior authorization was required. Our specialty pharmacy notified Dr*** *** of our procedures to obtain necessary formulary override and prior authorization without any response. On March 18, we faxed an exception form to Dr***’s office at fax number *** for completionThe process was completed and approved for months on March 25, An order for the medication in question was generated and shipped on March 29,
We value Mr*** 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*** have any additional questions or concerns, please do not hesitate in contacting me at ***
Sincerely,
*** * *** 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 # ***Please add your rejection comments below.
As I mentioned in my complaint, I was traveling for business last week, which is why the special circumstances existed I plan to reach out to the company todayNothing has been resolved, and three business days is certainly shorter than the waits I've experienced due to CVS' constant loss of my prescriptions, etc
Regards,
*** ***

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 # ***.
I have been contacting both CVS customer service and The *** *** since 1/20/to try and resolve this matterI did have my receipt with me on 1/20/and every time I have gone back to the store as directed by both CVS customer service and The *** ***I contacted The *** *** and spoke with *** on 1/22/and he stated I was denied because CVS sent my Return Activity Report which stated I made returns without receiptsI had my receipt with me each time and sent this information to The *** ***, I did contact CVS Customer Service numerous times since 1/20/and was told to return to the store and try to return items againMy first denial from CVS was on 1/20/18, ID ***-cvs, I was told to return by CVS customer again which I did on 1/22/and denied again ID***-CVS and stated I was returning during a blackout periodI only did what CVS customer service told me to doI received a denial of my complaint based on the ID *** which stated I tried to return again during the blackout periodI called the *** *** and CVS and said this was the same return which started on 1/20/18, ID ***-CVS and I only tried to return again because I was told to do this by CVS customer serviceThey stated I should contact CVS customer service again which I did and was told they can do nothing, it is in the hand of The *** ***I contacted the *** *** again and on 1/31/18, I was told by the *** *** to go back to CVS and try the return again, which I did on 2/1/and was given another denial with Transaction ID ***-***-CVSI contacted CVS Customer service and spoke with a manager, *** who said I cannot make any returns for six months and I should have never been told by The *** *** to try to return again as I will be denied any returns for six months due to excessive returns without receiptsI explained to her that I always had my receipt with meShe said I had excessive returns, in the past six monthsI said I was told by both CVS and The *** *** to go back to the CVS to try and make the return timesI only did what I was told to do by CVS and the *** ***She said that was stupid and CVS has no control over this, The *** *** is handling everythingI contacted The *** *** again on 2/1/told them what I was told by CVS customer serviceHe said he would look into the matter againI have done everything possible and have contacted both CVS customer service and The *** *** numerous times since 1/20/I am told by CVS customer service to contact The *** ***, as they cannot help meI contact The *** *** and told by them to contact CVS customer service as this is their decisionI contacted you, The Revdex.com hoping you can help me with this because CVS customer service sent information on my return activity report to the *** *** and The *** *** have based their decisions on my return Transaction ID ***, in which I was already in the blackout period which I was put in due to my return on 1/20/18, ID ***-CVS, in which I had my receipt and they tried returning the same items numerous timesI would like to have this matter straightened out, when I am told by CVS customer service they cannot help me to contact the *** ***, I call the *** *** I am told to contact CVS customer serviceI am still denied any return for six months, cannot have a refund for my return
Regards,
*** ***

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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** *** Thank you for taking the time to reply and getting that horrible mess in order *** ***I'll try again to get my meds thereI dropped my Pharmacy Board Complaint against the store's license.Again, Thank You*** ***

Good Morning, On behalf of CVS Pharmacy, I would like to apologize to Ms*** for the problem she encountered regarding her Extra Care Rewards Card. 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 reviewed Ms***'s account and can see she is actively earning and receiving rewards, including the Extra Bucks for filling medicationsThe last rewards earned for prescriptions was printed on 3/10/and used on 3/14/Prior to that date a rewards was issued and printed on 1/30/2018, unfortunately the coupon was not used and has since expired and cannot be reissuedEmail offers are also being sent regularlyWith those coupons they do need to be sent to the Extra Care Card within a designated amount of time and if not sent will no longer be availableWe can see a 30% email coupon will be sent to Ms*** on Monday 3/26/Ms*** will then have until 4/1/to send the coupon to her Extra Care CardOnce the coupon has been sent she will have days to use it. If Ms*** has further questions regarding her account we welcome her to call our Customer Relations Extra Care Department at 1-*** (1-***) and reference incident number ***.Thank you,***

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 # ***
As I have already stated to CVS the coupon they provided did not workAnd I still have NOT been refunded for the money they took from my accountIs CVS charging me for a coupon? I did not receive a product and I did not receive a refundWhen I call customer service, they cannot help me which is why I escalated to the Revdex.comI expect that someone high enough to assist me will be the next person to respond.
Regards,
*** ***

As an update, I just went into store #*** on *** * ** ** *** ** today Wednesday September 27, 2017 at 3:15pm to again attempt to buy something with my extra care card (card #***) and extensively spoke to *** and wanded in my extra care card and said
that no 40% coupon has been downloaded to my card. In other words it appears that the 40% coupon never made it to my extra care card, even after several days. Please add this to my complaint #***, because CVS is telling me as per a message left on my phone that it takes hours to download the coupon, but it seems in this case the coupon never transferred to my extra care card. *** ***

Good Afternoon, On behalf of CVS Pharmacy, I would like to convey our regrets that we have been unable to fully resolve Ms***'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*** to contact out Customer Relations team members at 1-800-SHOP-CVS (800-746-7287) and refer to incident number *** with any further questions.Thank you,***

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mr*** for the problem he encountered at CVS regarding the receiving of a ***When we find that we have disappointed a customer, we believe it is important to understand what happened, and to take the correct
action. When receiving a *** CVS will pay out up to $in cash, depending on the availability of funds at that timeAny remaining balance will be issued to the customer in the form of a Money Order. If we can be of further assistance, Mr*** can reach out to our Customer Relations Department at 1-*** (1-***) and reference incident number ***.Thank you, ***

Good Morning, On behalf of CVS Pharmacy, I would like to apologize to Mr*** for the problem he encountered regarding the confusion around the emails he received about his $Extra Bucks 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. Our Extra Care team has investigated this matter and has shared the following informationThe emails Mr*** received were reminder emails that he had earned a $Extra Buck for meeting the requirements of the Pharmacy and Health Rewards program he is in enrolled inMr*** earned a reward on 12/9/and received an email on 12/11/advising him of the rewardHe then used the $reward in a transaction on 12/12/Mr*** earned an additional $Extra Back, again for meeting the requirements of our Pharmacy and Health Rewards program, on 12/15/The reminder email for that coupon went out on 12/18/Mr*** printed and used that $Extra Buck in a transaction made on 12/27/2017.At this time Mr*** is not owed Extra Bucks for the emails he received as again they were reminder emails and he has already used the coupons associated with them. If we can be of further assistance, Mr*** can reach out to our Customer Relations Department at 1-*** (1-***) and reference incident number ***.Thank you,

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Ms*** for the problem she encountered at her local CVS regarding her not receiving the correct sale price for her items . 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 *** *** has investigated and addressed this matter with the store staff, including the Store ManagerMs*** was correct in that she should have received Buy One Get One 50% the products she was purchasingThe store will honor the sale price for her as well as provide Ms*** with a $gift card for the inconvenienceMr*** has reached out to Ms*** to provide the resolution but has been unsuccessful in speaking with herIf we can be of further assistance, Ms*** can reach out to our Customer Relations Department at 1-*** ***) and reference incident number ***.Thank you,***