CVS Pharmacy

Tell us why here...On behalf of CVS/pharmacy, I would like to apologize to Mr [redacted] *** for the problems he encountered 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 and addressed Mr***’s complaint with pharmacist and staff Ms [redacted] spoke with Mr [redacted] apologizing for his negative service experience and assuring him steps will be taken to ensure his future pharmacy contacts will be positive ones If we can be of further assistance we invite Mr [redacted] to contact Customer Relations at [redacted] (###-###-####) and refer to incident number [redacted] .Regards, [redacted] | CVS Health | Retail Executive Support

On behalf of CVS/pharmacy, I would like to respond and apologize to Ms [redacted] for the problems she encountered with her local CVS Pharmacy being out of stock of the advertised [redacted] coffee At CVS, our goal is to make our customers' shopping experience easyWhen 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 the District Manager, [redacted] , has investigated Ms [redacted] ’s concernsIt has been determined that the [redacted] promotion was more successful than expected, causing many of our stores as well as distribution center to be temporarily sold out It is our understanding that Ms [redacted] decided not to obtain a substitution and was provided a rain check which does not have an expiration date and will be honored when presentedIf we can be of further assistance, we invite Ms [redacted] to contact Customer Relations at 800-SHOP-CVS (800-746-7287) and refer to incident number [redacted] .Regards, [redacted] Senior Customer Service Representative

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mr [redacted] for any confusion regarding the coupon he received through our ExtraCare programAt 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 reviewed this concern with District Manager [redacted] who agreed with the analysis of our ExtraCare agents that there are some instances where coupons may take 2-hours to fully populate once sent to an ExtraCare card We have received feedback from our customers on this matter which has been provided to our Digital team members towards future improvements We would also clarify that CVS Pharmacy does not accept percent off coupons for sale and promotional items, including any items included in our weekly ad circular or "Buy One, Get One" promotions Additional exclusions are reviewed under our coupon policy found at [redacted] We have noted that Mr [redacted] has spoken with our Customer Relations team members on these matters, but we have provided the customer our contact information if additional assistance is needed Mr [redacted] can also contact our team members at 1- [redacted] (1- [redacted] ) and refer to incident number [redacted] if needed.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 response that I received from Mr [redacted] contradicts what I and [redacted] discussed So, as of today, 9/30/16, I still feel that this issue has not been resolved The issue is: the insulin pens are packaged in boxes of - The issue is: if my current prescription indicates a total amount of pens for a day supply, then will the retail pharmacy fulfill their obligation to fill the day supply and HOW???? After speaking to [redacted] , she assured me that the retail pharmacy on [redacted] will give me exactly what the mail order pharmacy sent me After all, CVS Caremark retail and mail order are one and the same company, so why would one do something different than the other?? Here is where the contradiction unfolds - the mail order pharmacy sent me boxes of insulin pens-a total of pensAccording to Ms [redacted] , I should receive this amount from the retail pharmacy as well This contradicts what Mr [redacted] states in his letterSo, PLEASE! someone provide me with a resolution PRIOR to my having to experience this nightmare again when I need my insulin I am taking this very seriously as I cannot be without my insulin I will telephone Ms [redacted] to discuss Mr [redacted] s' response and hopefully, be able to resolve this Regards, [redacted] ***

March 29, Revdex.com of Eastern MA, ME, RI, & VT [redacted] Phone: [redacted] | Fax: [redacted] Complaint # [redacted] / [redacted] To whom it may concern: CVS/caremark administers the prescription benefits portion of many health plans as well as managing specialty pharmacies which fill and process specialty medicationThank you for the opportunity to address Ms [redacted] 's concerns as expressed in complaint # [redacted] regarding her mother Mrs [redacted] In researching this matter with our specialty pharmacy, we verified that there was a delay in filling an order for Mrs [redacted] 's [redacted] due to lack of a prescription on file to processOur records support that there were many efforts made to rectify this situation by Ms [redacted] Additionally our pharmacy made efforts to contact Mrs [redacted] ’s prescriber to obtain and verify a new prescriptionA prescription was received via electronic request on February 24, The prescription and medication was approved and sent to Mrs [redacted] via courier service on February 29, [redacted] Gould with our [redacted] Florida specialty pharmacy attempted to make contact with Mrs [redacted] upon receipt of this concern without success [redacted] ’s goal was to provide Ms [redacted] further assistance and to provide a point of contact in effort to alleviate any further delaysMs [redacted] can contact [redacted] at [redacted] at her convenience We sincerely apologize for any frustration or inconvenience that Ms [redacted] and Mrs [redacted] experiencedWe value our members 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 Ms [redacted] have any additional questions or concerns, please do not hesitate in contacting me at [redacted] Sincerely, [redacted] Member Advocate

Good Morning, On behalf of CVS Pharmacy, I would like to apologize to Ms [redacted] for the problem she encountered at her local CVS regarding her service concerns 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 staffMr [redacted] has also spoken to Ms [redacted] and arranged a refund at the storeIf we can be of further assistance, Ms [redacted] can reach out to our Customer Relations Department at 1-800-SHOP-CVS [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 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 staffMr [redacted] has spoken to Mr [redacted] and advised him the photo order has been sent out and apologized for the experienceIf 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]

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 resolvedThey have courteously and efficiently settled the situation.Regards, [redacted]

Revdex.com: We were out of state this weekendNow I have reviewed the response CVS submitted and it does satisfy 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 experience she had regarding her expired couponsAt 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 dateNothing has changed in terms of what coupons are accepted within our coupon policy itself, and our coupon policy prohibits the use of expired couponsCustomer feedback is important to us, and we wanted to ensure a more consistent experience for all customers who use coupons in our storesA 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, Ms [redacted] can reach out to our Customer Relations Department at [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

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] Good afternoon; About days ago I filed a complaint about a product I purchased from CVS, Complaint # [redacted] CVS promised a refund of $It appeared that they had the wrong address and was going to stop the mailing, correct the address and issues a refund sent to the correct address As of today I have not received the refund and now that state that they cannot issue a refund unless it was an ONLINE purchasedAt this time I would like to RE-FILE a complaint with the Revdex.com because it appears that the person who responded today no longer has the original complaintIt has been long enough and maybe if a reminder is sent they may remember the original issue.Thank you, [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 Ms [redacted] '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 [redacted] to contact out Customer Relations team members at 1-800-SHOP-CVS (###-###-####) and refer to incident number [redacted] with any further questions.Thank you, [redacted]

Good Afternoon, I sincerely apologize for the fact Ms [redacted] did not find our previous communication satisfactoryUnfortunately, due to security concerns, we would not be able to comply with Ms [redacted] 's request to resolve this with the method of communication through the Revdex.comThe agent who previously attempted to contact Ms [redacted] left a voicemail with her direct telephone number and would be glad to assistThank 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 resolvedHowever, 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 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 staffMr [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]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mr [redacted] for the problem he encountered 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 Area Pharmacy Supervisor [redacted] has attempted to contact the customer multiple times in order to address what occurredUnfortunately, Ms [redacted] has not heard back from Mr [redacted] and we are unable to provide a resolution without further communicationWe encourage Mr [redacted] to reach out to our Customer Relations Department at 1- [redacted] (1- [redacted] ) and reference incident number [redacted] so we may properly address the complaint.Thank you, [redacted]

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

Tell us why here...On behalf of CVS/pharmacy, I would like to apologize to Ms [redacted] for the problems she encountered with the filling of her prescriptions at her 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 Ms [redacted] ’ concerns with pharmacist and staff Ms [redacted] is working with Ms [redacted] via email to resolve this matter with herIf we can be of further assistance we invite Ms [redacted] to contact Customer Relations at 800-SHOP-CVS ( [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 apologize to Ms [redacted] for the problem she encountered with a CVS Pharmacy brand productAt 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 that matter has been forwarded to the manufacturer of the item to addressWe can also confirm the manufacturer reached out to Ms [redacted] on 02/19/via phone and e-mailIf 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]