CVS Pharmacy

Good Morning, On behalf of CVS Pharmacy, I would like to apologize to Ms [redacted] for the problem she encountered at CVS regarding her return decline 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 are sorry that we cannot accept your return at this time Our decision is based, in part, on information provided to us by The Retail Equation (TRE)Your Return Activity Report (RAR) may help you understand the reason for our decisionA free copy of your RAR is available by visiting TRE online at: [redacted] This report is held in TRE's files for a period of days following a return warning or denialYou may also ensure the accuracy or completeness of any information in the RAR by following the dispute process TRE's Customer Service Office can be contacted at 1- [redacted] Monday - Friday, 8am-5pm PST or via mail at the following address:The Retail Equation [redacted] When contacting TRE, please have the transaction ID at the top of this slip, the ID number, full name, address, and phone number available.Thank you again Ms [redacted] for reaching out to us regarding this matterThrough your input, we are committed to better serving the needs of our customersWe value your business and look forward to serving you again in the future.Thank you,***

Good Afternoon,According to the steps we have taken, no additional calls should be made to Mr***However, if such phone calls occur, Mr [redacted] is welcome to re-open his Revdex.com complaint or contact us directly at 1- [redacted] .Thank you, [redacted]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mr [redacted] for the inconvenience he has experienced regarding a portion of his medication notificationsAt CVS, our goal is to be a trusted partner in our customers' health care 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 brought Mr [redacted] 's concerns to the attention of our digital team members for review They did verify that they have spoken with Mr [redacted] in the past and have provided their assistance and clarification on these matters Our digital team members acknowledge that there are certain medications under federal guidelines that may on occasion be provided an incorrect notification under the mobile application, our team members have informed us that this limitation will be resolved in the near future with upcoming software updates Our digital team members have also confirmed that for medications under federal guidelines our customers can monitor them through our desktop or mobile web channels which do not have this limitation In regards to medications that are not under specific guidelines our team members perform continual audits to ensure that that the notifications provided to our customers are correctly worded and timed appropriately in accordance with a customers pharmacy profile.If we can be of further assistance we invite Mr [redacted] to contact Customer Relations at [redacted] (1- [redacted] ) and refer to incident number [redacted] .Thank you, [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] 's to contact out Customer Relations team members at [redacted] ( [redacted] ) and refer to incident number [redacted] with any further questions.Thank you, [redacted]

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 actionWe take the responsibility of serving your needs seriously, 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 new guidelines are merely designed to reduce any confusion and ensure that all customers have a consistent, positive experience when using coupons at our stores.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 experienced with our ReadyFill and Automated Call campaigns 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 The phone number Mr [redacted] provided has been removed from our automated call lists and his prescriptions have been opted out of our ReadyFill program.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 to [redacted] for the issues she is having with the inflatable snow-globe that was purchased at 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 We have researched Mrs***’s concerns with the vendor, who has confirmed that the snow-globe had not been available for many years and replacement is not an option The vendor stated that the motor/fan can be sent to them for repair We have been in touch with Mrs [redacted] who has decided to partake in this optionAt this time the vendor has reached out unsuccessfully to Mrs*** Once they hear back from her they will discuss the shipping process and the next steps they will take in the repair of the fan/motorWe apologize for the item not working properly If we can be of further assistance Mrs [redacted] can reach out to our Customer Relations Department at [redacted] option and reference incident number [redacted] Regards,*** Senior Customer Service Representatitve

On behalf of CVS/pharmacy, I would like to apologize to Ms [redacted] for the problem she encountered when contacting our Customer Relations department regarding the automated refill reminder calls 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 actionThis matter has been addressed with CVS Customer Relations staff and agent involvedSteps have been taken to prevent such occurrence in the futureSenior Customer Relations Agent [redacted] has verified that Ms [redacted] ’s telephone number is now opted out of all automated phone calls 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]

Good Afternoon,On behalf of CVS/pharmacy, I would like to provide an update to Mr [redacted] 's concern Mr [redacted] did reach out to out to our Customer Relations department for additional review Our team members confirmed with Mr [redacted] the previous research done, they were also able to confirm that the amount of the gift card provided to him was proper compensation for the amount he paid for the product in keeping with our satisfaction guarantee.We have established with our staff members that all procedures were followed to address Mr [redacted] 's concern and that appropriate expectations were set in our communications with the customer, at this time all resources have been utilized to address his complaint Once again we apologize that Mr [redacted] was not satisfied with the product he purchased, it is our hope that we can continue to serve him in the future.Thank You, [redacted]

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 [redacted] to contact out Customer Relations team members at [redacted] ) and refer to incident number [redacted] with any further questions.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 use per cent off coupons emailed to him by CVS Extra Care Department 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 actionCVS Extra Care Specialist, [redacted] has investigated and addressed Mr [redacted] ’s complaint I left a detailed voice mail & email for Mr [redacted] assuring him that this email coupon problem has been resolvedMr [redacted] responded that he will return to the store to retry using the coupon and was advised to have store call CVS Customer Relations if further assistance was needed while he was in the storeIf 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

Good Morning, I have reached out to Ms [redacted] and confirmed that the Gift Card she has was not obtained directly through CVS and therefore we cannot offer additional assistanceWith that said we have advised her to reach out to the third party she received the card from.Thank you,***

Good Afternoon,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 providing customers a one-time use 60% off Canvas Prints order offer in the emailCustomers 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] ( [redacted] ) and reference incident number [redacted] Thank you, [redacted]

December 13, Revdex.com Donald Lynch Boulevard, Suite Marlborough, MA 01752- Complaint ID: [redacted] / [redacted] To whom it may concern: CVS Caremark administers the prescription benefits portion of the health plan for ***, of which Mr [redacted] is a memberThis letter is in response to the correspondence we received from your office on November 29, Thank you for the opportunity to address Mr [redacted] ’ concerns as expressed in Complaint ID: [redacted] Upon review of this concern we verified our specialty customer care team placed an order for Mr [redacted] ’ medication and did not set it up properlyThis caused a delay in processing his order and an override was placed to allow Mr [redacted] to fill his medication at his local pharmacyMr [redacted] filled this medication on October 14, and again on November 28, at his local pharmacyMr [redacted] has spoken with the specialty pharmacy and his concerns were addressed and his questions answeredThe order placement process is being reviewed by specialty management [redacted] has been assigned to Mr [redacted] as his specialty single point of contact for future specialty orders and concerns Additionally, upon review of Mr [redacted] ’ interactions with our specialty customer care team we recognize that there were several opportunities for additional training and coaching for our staffFeedback has been provided to each member of the specialty customer care team with whom Mr [redacted] interacted We value Mr [redacted] as a member and we remain fully committed 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

Good MorningOn behalf of CVS Pharmacy, I would like to apologize to Mr [redacted] for the problem he encountered regarding the purchase of a Green Dot cardAt 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 I called and spoke to Mr [redacted] to address his concerns around the Green Dot CardWe went over the type of card that was purchased and why it had required a SSN to activateI did confirm that Mr [redacted] was able to obtain a refund from Green Dot and there were no more issues concerning the cardAdditionally, I addressed his interaction with the store staff and sent his concerns to the Leadership Team responsible for the store location.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, ***

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] [Response is unfortunately and unacceptableCalling the number provided doesn’t warrant me a refund and the dispute process is a joke.] Regards, [redacted]

Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and Vermont [redacted] Complaint ID: [redacted] / [redacted] (Rebuttal) To whom it may concern: CVS/caremark administers the prescription benefits portion of the health plan for [redacted] ***, of which Mrs [redacted] is a memberThank you for the opportunity to further address Mrs***'s concerns as expressed in Complaint ID: [redacted] CVS/caremark mail order pharmacy filled order # [redacted] for the medication in question when the request was received on June 6, via electronic prescription from Dr [redacted] officeThe prescription for the medication in question was not requested nor initiated by CVS/caremark Furthermore this was not an order that was filled based off the Mrs [redacted] prescription at retailThis order was filled from the electronic prescription received from Dr [redacted] officeOur records support that the mailer to retrieve the medication was mailed out on July 1, Once our filling pharmacy has received the returned medication Mrs [redacted] will receive credit for the return We value Mrs [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 Mrs [redacted] have any additional questions or concerns, please do not hesitate in contacting me at ###-###-####Sincerely, [redacted] Member Advocate

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 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 ManagerMs [redacted] has also spoken to Mr [redacted] and advised him to return to the store where he will be provided the product at no cost, as well as a $CVS gift cardMr [redacted] appreciated the follow up phone call and seemed satisfied with the resolutionIf 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]

Tell us why here On behalf of CVS/pharmacy, I would like to apologize to Mr [redacted] *** for the experience he had with a product he purchased 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 I left voicemails and emailed Mr [redacted] requesting he contact me directly, more product information is needed in order to address Mr***’s concerns Mr [redacted] has not responded 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

Good Morning, On behalf of CVS Pharmacy, I would like to apologize to Ms [redacted] for the problem she encountered at CVS regarding her expired coupons 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, 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 new guidelines are merely designed to reduce any confusion and ensure that all customers have a consistent, positive experience when using coupons at our storesWith that said we are unable to reissue any coupons that were not used before their date of expirationAdditionally, we have reached out to our legal department in regards to being compliant with ADA guidelines and have found that the ADA does not have a requirement for the font size on coupons or printed materialWe regret that we have been unable to fully resolve Ms [redacted] concern We believe that all reasonable efforts have been made to provide assistance and a satisfactory outcomeIf 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, ***