CVS Pharmacy, Inc.

Tell us why here...On behalf of CVS/pharmacy, I would like to apologize to Mr. [redacted] for the problem he had 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, [redacted] has investigated Mr. [redacted]’s complaint with the pharmacist and staff at Mr. [redacted]’s CVS pharmacy. Mr. [redacted] has made several unsuccessful attempts to reach Mr. [redacted] by phone.  He was not able to leave a voicemail.  Mr. [redacted] sent a letter to Mr. [redacted] offering to assist him in this matter and is awaiting his response.    If we can be of further assistance we invite Mr. [redacted] to contact Customer Relations at 800-SHOP-CVS (800-746-7287) 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].
 I have been unable to resolve this issue through customer care so am surprised CVS continues to refer me to that avenue of resolution. Also, I am not "Ms. [redacted]" but rather Mr. [redacted].  I did not retain a copy of the coupon that was rejected, however, it was similar to the image below.  Note that there is no bar code or expiry date provided on the front of the coupon, so suggesting the expiry date is obvious is misleading.   Again, the responses from CVS are misleading, poorly prepared, and do not address the issue that I have raised from a business practice perspective.  The reference to the Marketing department is telling because it is clear these coupons are intended to have short-expiry dates and trick customers into relatively large in-store purchases.  The rate of in-store coupon rejections is probably considered a success factor by the marketing department. [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]. 
I did not order the medication online and have never filled a prescription online. I cannot control the fact that the Doctor's office sent the prescription two places. In all the times that I have spoken to the doctor I have requested the prescription be sent to the pharmacy. This is not my fault that CVS has no cross references in place to see that the prescription was sent to the pharmacy and online and to make sure it was not filled at the pharmacy. In my opinion CVS should be able to tell that it was sent to both places and contact the consumer to find out which option they would prefer.?
Regards,
[redacted]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Ms. [redacted] for the problem she encountered with the Pre-Paid Vanilla Gift Cards.  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 Gift Card research department investigated  this concern. We have been notified that we are unable to deactivate and replace one of the cards, while the other card is being addressed by the [redacted] fraud department. Once [redacted] beings their investigation, we are unable to provide further assistance. 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 7366708.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 DO NOT AGREE WITH THE RESPONSE.
Regards,
[redacted]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mr. [redacted] for the problem he encountered with our automated call campaign. 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 reached out to the appropriate department within CVS Health and can confirm the Mr. [redacted]'s telephone number have been placed on our company wide do not call list.  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]

On behalf of CVS/pharmacy, I would like to apologize to Mr. [redacted] for the problems he encountered with the billing of his wife’s medication 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, [redacted] has investigated and addressed this matter with store pharmacist and staff.  [redacted] spoke with Mrs. [redacted] explaining the billing of her medication. [redacted] has resolved this matter with Mrs. [redacted].   If we can be of further assistance we invite Mr. and Mrs. [redacted] to contact Customer Relations at [redacted] and refer to incident number [redacted].Regards,[redacted] | CVS Health | Retail Executive Support Representative

Good Afternoon,On behalf of CVS Pharmacy, I would like to provide clarification regarding Mr. [redacted]'s inquiry. 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.While we understand Mr. [redacted] is in disagreement with the earlier response provided to him by our Customer Relations staff members we have been able to verify that our point of sale system applied his coupons appropriately and in accordance with our established coupon policy.  As Mr. [redacted] has previously mentioned CVS does reserve the right to process coupons in any order, while we regret he finds this response unacceptable it would be in keeping with our previously articulated policies.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 apologize to Mr. [redacted] for the problem he encountered at his local CVS regarding a 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.  It is our understanding that District Manager [redacted] has investigated and addressed this matter with store staff. Mr. [redacted] has spoken to Mr. [redacted] and advised him the photo order has been sent out and apologized for the experience. If we can be of further assistance, Mr. [redacted] can reach out to our Customer Relations Department at [redacted] (1-[redacted]) and reference incident number [redacted].Thank you,[redacted]

Good Afternoon,We have been able to confirm Area Pharmacy Supervisor [redacted] has made additional attempts to contact the customer with no success. We invite Mr. [redacted] to contact Ms. [redacted] at [redacted] at his convenience for further assistance.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]

Good Afternoon,On behalf of CVS Pharmacy, I would like to convey our regrets that we have been unable to fully resolve Mr. [redacted]'s complaint. At CVS, our goal is to ensure customer satisfaction and maintain professional standards.  We have inquired further with Mr. [redacted] requesting information pertinent to his transaction and his current active ExtraCare account with CVS Pharmacy so we can properly investigate and resolve his complaint; unfortunately we have been unable to collect this information.  We invite Mr. [redacted] to contact our Customer Relations team members at 1-800-SHOP-CVS ([redacted]) and refer to incident number [redacted] so we can fully assist him in his concerns.Thank You,[redacted]

Good Afternoon,We regret that we have been unable to fully resolve Ms. [redacted]' concern. We have confirmed that we are abiding by our Coupon Policy and are unable to provide additional compensation.We welcome Ms. [redacted] to contact out Customer Relations team members at 1-[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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
The District Manager, [redacted] instructed the local store manager to special order an incorrect item as replacement: to order CANS of [redacted]. So the local manager followed these instructions. On Saturday March 26 I received a call that my order had come in- I went to the store within the hour. What had shipped was cans to percolate coffee, not [redacted] 8 oz bottles of Instant regular coffee. The local manager however was able to find for me, on his own time, the requested product [redacted] 8 oz Instant regular coffee at another retail store, [redacted], and thus I was able to obtain the advertised [redacted] 8 oz Instant coffee which had been advertised but not readily available in CVS' advertisements since August 2015. I appreciate this local store manager's diligence in obtaining this product.
Regards,
[redacted]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mr. [redacted] for his experiance 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. It is our understanding that District Manager [redacted] has investigated and addressed this matter with store staff. Mr. [redacted] has also spoken to Mr. [redacted], discussed the actions being taken to address his concerns and offered a $100 CVS gift card as a token of apology.  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]

Good Afternoon,As we have not been provided a reason for Ms. [redacted]'s rejection of our resolution we are unable to assist further.Thank you, [redacted]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mr. [redacted] for his experience at his local CVS regarding his coupons.We can confirm that after the order was totaled the CVS Point of Sale system, the coupons were applied appropriately. Our cashiers do not have control over the...

order in which coupons are applied to purchases.  CVS reserves the right to process coupons in any order. For information regarding the coupon policy, please visit [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].
[Mr. [redacted] remains dissatisfied with their efforts because there have been no efforts. Just excuses. The facts are CVS has an APP, email and phone system that have serious flaws with regard to refilling prescriptions and how/when patients are notified. This has been going on for some time and CVS are incapable of resolving them. I've had numerous conversations with this company, their customer service "or lack thereof" about this and they do nothing. Yes again NOTHING is done to make up for all the problems Ive had with this company and wasted time with regard to their continued flaws. I also add that I've spoken with the representative who is responding to these Revdex.com complaints and he's also be useless and incapable of resolving. In closing, I'm officially requesting that someone OTHER THAN [redacted] respond moving forward  .]
Regards,
[redacted]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mrs. [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 codes.If we can be of further assistance, Mrs. [redacted] can reach out to our Customer Relations Department at 1-800-SHOP-CVS (1-800-746-7287) and reference incident number [redacted].

Good Afternoon, On behalf of CVS Pharmacy, I would like to apologize to Mrs. [redacted] for the problem she encountered at her local CVS regarding her photos.  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] had the pictures remade and expressed shipped them to the store.  He contacted the cusotmer who was satisfied with the resolution of the incident.If we can be of further assistance, Mrs. [redacted] can reach out to our Customer Relations Department at [redacted]) and reference incident number [redacted].Thank you[redacted]