CVS Pharmacy

"Pharmacy provided wrong information regarding prior authorization and had to wait over 2 weeks for my medication. Called the CVS on George Washington to receive the correct information. It’s a shame to have a patient deal with this."

"A VA nurse, the VA website, and the CVS website all claim that services at the Minute Clinic can be covered through the VA network. That is a lie. $103 for a flu vaccine."

"Fast friendly service and caring people. The drive thru is the best. Thank you"

"The manager at the pharmacy sucks. No personal skills. Acts like she don’t care period. Don’t even greet the customers. This is every time I go inside. I watch and observe. Some of the staff is rude. If you don’t like your job. GET ANOTHER ONE SOMEWHERE ELSE PERIOD"

"Your pharmacy staff was rude, unhelpful and showed unwillingness/inability to provide good customer service. Pharmacist was too overwhelmed by giving vaccines to respond well and made situation worse. CVS messed up my payment method by billing wrong rx bin after I spent over an hour getting it set up last month. Was told last month that drive thru would be fine from now on after being made to stand in line twice (drive thru then inside) that day. When I got to the window this time, after 20min wait, was told I must come inside again because the correct payment method had been dumped when insurance was billed. I understood the information could not be entered at window but employee was unwilling/unable to hand my ID and rx bin card to someone at another station even for CVS error. I was required to come inside again and stand in a longer line again. I asked to speak to management 3 times and was told the pharmacist was too busy. While waiting in line I intercepted the pharmacist, between vaccines, and asked to skip line or leave the card to be entered while I attended my church meeting. She said, "We might loose your cards", but still I was expected to wait for a ready drug for a second 20min. I responded to the pharmacists that it was poor CS and my business was valuable considering the money that I spent in addition to pharmacy at the store, the COVID tests, all my vaccinations, and by filling medicine that could only be filled 1 month at a time. She told me it would be fine if I took my business elsewhere. I had no pills for the next day so I could not arrange to move my script in time. Only when I called CVS customer service and asked the store number for phone complaint (why not I was stuck in the line doing nothing) did an employee take me to the consult station to enter my information. Overall it was an additional 20 min in a second line. I have been the lead medical person at a "doc in the box" type clinic so I understand the model for leveraging the professionals time to maximize production. Despite being as overwhelmed as this pharmacist was and dealing with unhappy people that were abusive rather than insistant; I have never blown off a client the way I was. My staff was also empowered to keep people from standing in line twice for our mistake. While the CS rep on the phone was responsive no requests were made for what would make this right. No offer of a gift card to compensate for my lost time and keep me as a client. Every place a positive CS intervention could have been made to keep my brand devotion was either missed or made worse. If you keep treating your staff and customers this way you won't need to worry about being too busy."