CVS Pharmacy

"I am consistently disappointed with the service at this pharmacy location. The majority of their pharmacy clerks are rude. No accountability on their end. Artificial hospitality, empty excuses. Avoid the drive-through line. They RARELY have more than 1 person working 2 lanes 1 car at a time. Might as well have 1 line. This is just a job to them, not much customer service, personal skills or compassion. I can say if you do have the time go inside and speak to the actual pharmacists they are busy too, but they are old enough to know what customer service is and have the personal skills which the younger clerks are sorly lacking. If you can manage another location or pharmacy, I would recommend you do so. If you can't and you have to use this location, lets hope you have no issues. If you do, no matter what it is, you are the one that is inconvenienced everytime, and they are always ready with an empty excuse and rude responses when you get frustrated. Good luck."

"Absolutely unbelievable. Drive-thru line is a dumpster fire. Every time I go through (regardless of time of day) I wonder if there has been ANY engineering thought put into this. Two lanes, we choose the right lane and waited second in line behind a car that looked like it had been there a while so it should be finishing soon. The left lane had four cars. While we were waiting, the car on the left pulled up to the window. I started timing. 24 minutes later the car ahead of us finished (24 minutes…wonder how long they had been waiting). 5 minutes later the car on the left drove away…it took 29 minutes for them to be serviced. By then there were 6 cars in each lane and I commented to my wife that at this rate they would be waiting in line for a couple of hours! Happily, it ONLY took us 14 minutes from when we started speaking through the speaker to pick up something that had been waiting for two days. Faster! Yay. The cars behind us could expect to only be in line for over 90 minutes! We were served by Irma who was barely audible on the speaker. We asked three straight times if she could speak up. She took our birthdate and name. Then asked three times what the name was on the account (it hasn’t changed in the years of doing business with CVS). She then asked if we lived in Oak Point or Little Elm….not sure why that mattered and asked why. The reply was simply a repeat of the same question. We are now 15 years at the same address and there seemed to be no basis or reason why this was a question. Irma then asked how many prescriptions were we picking up. My wife bit and asked back “how many do you have for us? We thought we only had one to pick up.” Response. “Oh, you only have one but I wanted to check.” Really? Tick-tock. This has been an on-going problem which seems to be getting even worse. I would hope at the very least that it might be bad but there are clear signs of improvement. Never knew basic queue theory was rocket science. It certainly isn’t when I teach it at the university. Wondering if I should go somewhere else. LATEST VISIT AFTER THIS ORIGINAL POSTING: I am delighted with the improvements that have occurred at this drive-through. The "average" time to be served has dopped from 18 minutes to 14 minutes. I left home an extra hour early (was going to the University to give a lecture on service and wait times). In the past this location has averaged 18 minutes per car picking up at the drive-through. Both lanes were open so at 12:22 PM I took the shorter one with two cars; the first car had just sent in his payment for his medications. 5 minutes later he received his medications and drove off. Promising, though 5 minutes to run the card seemed a bit long. The next car took 22 minutes (12:27) and drove off at 12:49. Driver seemed agitated and frustrated. My turn at 12:39. It would be quick because I had stopped by 2 days earlier to pick up a new medication but did not have my coupon so I indicated I return on Wednesday. I put my credit card and the coupon into the tube and sent it in. I was shocked to be told there were no medications ready for me, and the clerk asked what medication I was trying to pick up. I responded "it is new for me and the name is on the coupon that I sent you. I was here two days and it was ready but I did not have the coupon." Hard to believe it took 21 minutes to "find" what was waiting for me and process the credit card that was in hand. in spite of the 38 minute purgatory I made it to class on time and CVS provided me with a hands on example of ineptitude. Studies show the average disgruntled customer "shares" the poor experience with 7 friends. I had 82 students attending. This is strike #2. Strike #3 and I am going to the competition but will gladly keep the example as a teaching moment for my future classes.."

"I rarely leave negative reviews unless absolutely warranted. This place has either too much business or very poorly managed. You can't get through on the phone, you arrive at the pharmacy and it looks like a total wreck, staff is untrained and bouncing around with total embarrassment. After multiple bad experiences, I'm moving my business elsewhere."

"Worst customer service, worst wait times in the drive thru, store and over the phone (35 minutes on hold and not a soul has picked up) As well, apparently after taking the same medications for over 5 years (at the lowest dosage offered) they can tell you they won't give you your prescription anymore even though your doctor says it's a necessary medication. Guess our pharmacists know us and our health needs better than the medical professionals do now. And to top it off they've given no reasoning why. I flipping HATE this pharmacy. DO NOT GO HERE IF YOU HAVE A CHOICE."

"Took my sick 7 month old after being in the hospital to the drive thru to get the medication he needed. Got there at 5:10 (they closed at 6) and waited behind only 1 car.. finally got up there at 5:40 and they refused to fill the prescription that was only 2 pills because they closed in 20 minutes. They chose to let a 7 month old baby not get his medicine."