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 # [redacted]. Please add your rejection comments below. 
 
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/[redacted] 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.We have investigated Mr. [redacted] concerns with our ExtraCare Senior Supervisors and found that Mr. [redacted] has been receiving and is taking advantage of his Pharmacy Health Rewards benefits at a nearby CVS standalone location before they have been available for printing at his local CVS/[redacted] Pharmacy. We determined after speaking with Mr. [redacted] that this was due to his overall dissatisfaction with the program.  Traditionally, if a patient has a reward available and their ExtraBucks have not yet been printed or been sent to an ExtraCare card, a prompt will display at the point of sale at a [redacted] Pharmacy asking if the customer would like to convert their reward to a [redacted] coupon. If yes is selected, the [redacted] coupon will then print.  The coupon will be flagged as printed and redeemed in our database.  The [redacted] coupon will be valid for 30 days from the print date.We have requested of the area leadership team members to internally identify training opportunities to better assist our customers in the future.  We have also spoken with Mr. [redacted] and sought to provide clarification, regretfully we have been informed that he remains dissatisfied with his overall experience with the Pharmacy Health Rewards program.  It is our hope that in the future we can properly meet his expectations through better training with our staff members.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 Pharmacy regarding making a return. 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 [redacted] has attempted to contact Mr. [redacted] and has been unable to do so, [redacted] has sought to explain to Mr. [redacted] that he will be issuing a refund once they are able to speak. If we can be of further assistance, Mr. [redacted] can reach out to our Customer Relations Department at 1-800-SHOP-CVS (1-800-746-7287) and reference incident number [redacted].Thank you,[redacted]

Good Afternoon, We have received confirmation from District Manager [redacted] that he has spoken with Mr. [redacted].  Mr. [redacted] will provide additional coaching to the store staff and provided Mr. [redacted] with a gift card as a token of apology. It is our belief Mr. [redacted] is satisfied with the resolution provided.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, On behalf of CVS Pharmacy, I would like to apologize to Mr. [redacted] for the experience he had regarding his expired coupons. 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.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. Customer feedback is important to us, and we wanted to ensure a more consistent experience for all customers who use coupons in our stores. A key to this effort is making sure all our policies are always enforced across all CVS Pharmacy locations, so we have provided our staff with tools to more easily and consistently enforce our existing policies.If we can be of further assistance, Mr. [redacted] can reach out to our Customer Relations Department at [redacted]) and reference incident number [redacted]Thank you,[redacted]

Good Afternoon,We regret that Mr. and Mrs. [redacted] remain dissatisfied with our leadership teams efforts to provide a resolution in this matter.  Upon initial receipt of this concern an investigation was provided with the utmost care and steps were taken to reimburse the customer the costs incurred.  It is our finding that this concern has been properly addressed by our Senior Supervisors.   Thank You,[redacted]

Tell us why here...On behalf of CVS/pharmacy, I would like to apologize to Ms. [redacted] for the experience she has had finding sale items available 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 District Manager, [redacted] has investigated and addressed this matter with store management and staff.  Mr. [redacted] spoke with Ms. [redacted] apologizing for her negative experience and assuring her that steps have been taken to ensure her future CVS visits are more pleasurable.   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

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does barely 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. However, I would like to add that while I do accept and appreciate the apology from this one individual person authorized to solve this complaint, I do not agree with the statement, "When we find that we have disappointed a customer, we believe it is important to understand what happened, and to take the correct action. " After speaking to as many customer service agents as I did, and then having to seek help through the Revdex.com, I can certainly tell that is not a company-wide sentiment.  And, just so you know... I got a congratulatory email saying that I am in the top 5% of savers in PA. So I hope you understand the gravity of this loss. I have been shopping at [redacted] because this event ruined our relationship.You're in
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]

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'm not entirely sure who Ms. [redacted] is or how that person relates to this complaint.  It sounds like the wrong response was sent to this inquiry. Please advise.
Regards,
[redacted]

Tell us why here...On behalf of CVS/pharmacy, I would like to respond to Mr. [redacted]’s rebuttal and apologize once again for the experience he had with receiving a CVS Coupon for his participation in a CVS Survey that was emailed to him. At CVS, our goal is to make our customers’ 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 Survey Specialist, [redacted] has investigated and addressed Mr. [redacted]’s complaint.  Ms. [redacted] has taken further action to resolve this matter. Extra Care Specialist Sally has emailed Mr. [redacted] details of resolution for this problem.  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

January 8, 2016
Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and Vermont
[redacted]
Complaint ID: [redacted]
To whom it may concern:
CVS/Caremark administers the prescription benefits portion of the [redacted], of which Mr. [redacted] is a member. This letter is in response to the rebuttal we received from your office on December 28, 2015. Thank you for the opportunity to address Mr. [redacted]’s concerns as expressed in Complaint ID [redacted].
Our CVS Resolutions team which handles issues pertaining to retail has been working on a complaint received from the Revdex.com since December 18, 2015. The complaint is in regards to an over payment for which Mr. [redacted] is seeking reimbursement. There were initial delays in resolving this concern because we were unsuccessful in reaching Mr. [redacted]. The payment was received without the account number and payment stub. As of November 3, 2015, once research on this issue was completed, the credit balance was added to Mr. [redacted]’s account. On December 9, 2015, Mr. [redacted] called to request a refund, which was approved by a supervisor on December 14, 2015. The process to release the reimbursement was completed as of December 23, 2015 and a check for $1200 was mailed to Mr. [redacted]. This reimbursement amount was minus $300 which was used to care for a new order which was processed.
We sincerely apologize for any frustration or inconvenience that Mr. [redacted] experienced. We value Mr. [redacted] 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. [redacted] have any additional questions or concerns, please do not hesitate in contacting me at [redacted].
Sincerely,
[redacted]
Member Advocate

Revdex.com:I have never been to Ohio and I don't know who [redacted] is.  Sounds like CVS has some internal note-taking issues as well as field issues.  Maybe they can address _MY_ ongoing complaint with their next response.

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. However, CVS should understand that it should not have waited for me to report this situation in order to make amends, and in doing so, they have lost a customer.
Regards,
[redacted]

Good Afternoon, On behalf of CVS Pharmacy, I would like to apologize to Mr. [redacted] for the negative experience he had with out ExtraCare program. 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 Mr. [redacted]'s concerns and have issued him a refund. 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]

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]

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'm not sure what the purpose of CVS' response is, but CVS made no efforts to resolve this matter.  I'm therefore rejecting this "response."
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].
Although I appreciate the apology from the business, not enough time has passed to confirm that the calls will stop.  After all, they've told me before that the calls were going to stop, and they didn't.  Please wait at least 30 days before closing this issue.
In fact, when I got home today (11/20) there were TWO more nag messages from CVS about a prescription. I don't need more time; the response was completely inadequate.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 in regards to receiving her Cash 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.  It is our understanding that District Manager [redacted] has investigated and addressed this matter with store staff, including the Store Manager. Mr. [redacted] has advised the staff on how this should have been handled and what steps are to be taken going forward. The store has a $10 gift card set aside for Ms. [redacted] to pickup. Management has reached out to Ms. [redacted] but have not been successful in speaking to her, voicemails have been left. 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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
They did not attempt to contact me "several" times.  They called twice.  Both times I was with a doctor.  I want this resolved now, via this method.  I do not have the time to call them.  The way to resolve this is to terminate the web accounts associated with My e-mail addresses: [redacted].  I would also like CVS to make this process easy to find & complete on their website.  If they did that, I could terminate the accounts on my own.  They have purposefully made this process difficult.
Regards,
[redacted]