CVS

"02/25: Edit: maybe if you hear the drive-thru notification, open the window and say I'm sorry I'll be right with you and then when someone asks to count their controlled pills don't act gobsmacked. I like to hand my ID and stuff over so I don't have to talk a lot. If you're afraid that you're gonna lose it if I give it to you immediately maybe you shouldn't be working in a place with all the pills... I used to help in a pharmacy in my 20's before you needed a "pharm tech" certification. From another visit/phone call Is it really cool when I was just trying to get a name of someone I spoke to (I was only upset about a general policy not the person themselves and I told them that) but I work customer service and I always give my name but instead I just got hung up on. When you can't get your medicine after being snowed in for a week is really upsetting and I was emotional, not mean and to top off getting hung up on. I wish I could just choose another pharmacy. CVS that was a low blow. I was talking to them 10 mins til 8. They said it would take an hour which makes it 10 mins BEFORE they close so I don't know how that new math works but if it only takes an hour for a certain medication then why can't I get it when I called an hour and ten mins BEFORE"

"This is my second time experiencing unacceptable behavior from this location. The first time I chose to ignore it because I was in a hurry, furthermore, I had sense enough to know that one individual doesn't reflect the company but after today, I'm starting to question that. My first experience was in 2019. I was being followed by a store clerk as I was shopping for make-up in preparation for my sister-in-law's wedding. What was troubling was that she wasn't trying to be discrete. Her demeanor appeared as though she wanted me to be aware that she was following me, basically the "don't think about stealing" attitude. I just gave her a hard stare and carried on with what I was there for, made my purchase, and left. Again, I was in a hurry, so I had no time to confront the situation, however, that was my last time going there. Fast forward, today in 2023, angered me more than my first encounter because it was in reference to my child's ADHD medicine. I have always used Publix pharmacy for my family's prescriptions. However, this medicine was on back order, and they didn't know when it will restock. Publix suggested that I call her doctor to see if there's an alternative to hold her over until they restock. I took their suggestion and called her doctor. Due to it being a controlled stimulant and her age, her doctor suggested that I call around to some of the local pharmacies in the area to see if they may have it in stock before deciding to switch to an alternative. Ok, makes sense. I called at least 15 pharmacies before contacting this location. I called all the chain pharmacies you could think of in Lebanon, Mt. Juliet, and Hermitage, unfortunately, they were out. Due to my first experience with the Lebanon CVS, I had completely forgotten about this location until my husband mentioned it. Every pharmacy that I had spoken to were very pleasant and sympathetic, right up until I called the Lebanon CVS. I could tell the moment the lady answered that I wasn't going to get the help that I needed - she sound bothered. I only had one simple question, if they had my daughter's medicine in stock but before I could finish telling her the name of the medicine, she cut me off and said, "no!" I told her that I had called several pharmacies and they were out. I guess she assumed that they were out too. At this point, I had asked her if she was going to at least look to see if they were out of stock before assuming. She rudely told me that it's illegal to give out that information and that my child's doctor had to call to ask due to it being a controlled drug. She further stated that it's also CVS's policy. I found that unbelievable because of her bothered attitude upon answering the phone and too, I had spoken to three other CVS locations prior and none of them told me any of this, nor did any of the other pharmacies. You mean to tell me that the Lebanon CVS is the only pharmacy following the law and company policy? She was belligerently talking over me the entire time as if she made sure that I didn't get a word in. I was flabbergasted, not because of her behavior itself, it was because she's in healthcare handling patients' medicine with an apathetic attitude. You never know who could be suffering from a mental illness, terminal illness, or any ailments that's detrimental to their life so showing even a little empathy can go a long way. Before I changed careers to become a Real Estate Investor, I was a Paralegal who worked in the healthcare dept for a big law practice for 12 years, so healthcare is true to my heart! Due to this, I took upon myself to report this matter to Corporate. I will be in contact with the DM, Jessica and the office of the CEO, Karen Lynch. I understand that it's a nationwide shortage for ADHD meds but to outright show disdain to a parent who is trying to get their child's medicine is unacceptable! Clearly this behavior has been tolerated for a while from this location. I'm sure that my experience wasn't just an isolated incident and many more have been treated poorly. Please do better!"

"Hard to find an employee to pick up an order; main counter unattended. Once one appeared, we had some issues finding my order. My mistake was saying pickup order instead of photo order. Both kinds of orders are behind the same counter. When the employee discovered my name did not match the two regular pickup orders, he wasn’t proactive in figuring out why my order wasn’t easy to find. After verifying the address of the store, giving my last digits of the order number, and confirming again that my name was not the two normal pickup orders on the counter, I offered my email showing that I had an order ready to pick up. The man got an attitude with me that I showed him my email. It turned out that my email was the only thing that solved my missing order. It turned out he was only looking at regular pick up, not photo pick up. Maybe before dishing out attitude, you could just simply look at what the customer has to show. 100% chance it will offer important information. If the customer doesn’t have an email to show, the employee absolutely must do a little more to figure out the problem. Simple questions are our best friends. Example: what are you picking up? Never once did he ask what I was there to pick up. When the paid employee just stands there and regurgitates names of other orders, the customer is left to find a solution. The customer is untrained. The customer is unpaid. The customer actually pays you. Be proactive. Ask for more training if you find yourself not having a smooth transaction. There’s nothing positive about a customer being forced to manage a situation, especially when an order that was already paid for appears to be missing. If I wanted to manage the situation, I’d be on payroll. I don’t come here often, but this experience doesn’t make me want to come back. Every company is experiencing staffing issues. Don’t let service be an issue too. I had a much more positive experience across the street at Walgreens. No one at Walgreens did anything special. They simply did their jobs as needed, and there was a cashier visible. I chose CVS because they had a photo card design unlike Walmart and Walgreens. I don’t think the design was worth the struggle to pick up. Pickups are supposed to be simple. My only suggestion is a brief retraining of all employees to check both photo and regular pick up orders if the employee won’t ask what kind of order they’re searching for. It’s a busy time of year, and building that into a routine will make things flow smoother. I don’t have advice about his attitude. That’s honestly not the fault of CVS. The print quality was also not great. It looked like the printer printed too fast. Colors are runny. This review is for people who spent 5 days researching companies for photo printing and desire a positive experience after their extreme consideration for their project. Hiccups happen. It’s how an employee maneuvers through a hiccup that makes a difference between positive and negative experiences."

"I came in tonight at 8:59 to pick up an rx that had just got called in from the ER for my family member . When I asked to pick it up I was told it had just gotten called in and they was about to close. Since I was being so nice they could tell it was an emergency and I was a little frantic. They were so sweet to stay there even after close to fill my prescription even tho it was last minute when I got there and they did not have to stay past closing at 9:00PM. Amazing staff ! Very friendly and helpful. It just takes a little kindness and treating people how you would want treated for things to workout. Hope this inspires others to spread kindness. Never know when it is needed ❤️"

"I came in tonight at 8:55 to pick up an rx that had just got called in from the ER for my mother in law. When I asked to pick it up I was told it had just gotten called in and there was no way, just NO WAY that could be filled, just can't do it. At first I was taken aback, then said "you're kidden' me you can't count some oxy for an rx?" (My mother in law had suffered a bad fall and had multiple breaks in her shoulder, was in the ER at the time) "oh no, no sir, this is on a timer and it's already closed, it would take ten minutes." At this point I was livid bc the staff just wanted to get out of there. They clearly COULD do it, just didn't want to. I assure you I had zero desire to go in when I did with my 4 year old in tow (someone had to be with him since my wife had carried my mother in law to the ER). I essentially had to shout, "if you had a shoulder with multiple breaks in it wouldn't you want the pharmacy to fill your rx?" The staff then belligerently filled the script. Afterwards I said, I'm not some druggy, my mother in law really is in a lot of pain. Well they doubled down on it saying "next time remember we close at nine." (As if I can control an accident or when an ER sends a script) I said "oh there won't be a next time." The pharmacist had the nerve to tell me that I would have gotten farther not yelling at them. I've played this scenario over and over in my mind and there is NO WAY I would have gotten that filled had I not raised my voice at them. They had absolutely no desire to help, were closing early and didn't want to deal with a customer. No sympathy for my mother in law's situation and completely oblivious to the fact I had a kid out at nearly 9:00. NEVER AGAIN. May be THE worst customer satisfaction experience I've ever had and this INCLUDES God awful Southwest Airlines half a day long delays. You ARE open until 9:00."