CVS Pharmacy — Attraction in Los Angeles

I was a Rite Aid customer until my local store closed, and my prescriptions were transferred to CVS. I received a welcome text directing me to a specific CVS location, but after waiting in line behind six customers and finally reaching the counter, I was told I had to go to another window. There I was told I was at the wrong store.

I then drove to the correct CVS, which was much farther from home. Upon arrival, I again waited in a long line. I asked the manager if I should be in a different line since I was a transfer from Rite Aid, and she assured me I was in the right place. After another 13-minute wait, I reached the counter only to be told I did, in fact, need to go to the other line. I went to the back of that line and waited another 7 minutes.

When I finally reached the pharmacy window, the staff member struggled to enter my information correctly and had trouble locating my prescription. She asked me for my details multiple times due to input errors. Eventually, she told me my prescription wasn’t ready, and I’d needed to wait another 20–30 minutes—or come back later. I explained that I couldn’t return because I was out of my medication and needed it immediately.

I waited in plain view for 35 minutes, during which I was asked multiple times if I needed assistance. Each time, I responded that I was waiting for my medication. I noticed another customer who had been sitting for 50 minutes ask about his prescription, only to learn it had been ready all along. I decided to check as well, and was told mine had also been ready, but no one had informed me.

At checkout, one prescription was correctly priced, but the other rang up at nearly $50—much more than I’d ever paid. When I questioned the charge, the cashier appeared confused and couldn't explain the discrepancy. I asked her to look into it. The manager stepped in and discovered one of the medications had been billed under an insurance provider I didn’t recognize. She issued a refund, but I had to return to the previous (window) staff member to complete the process.

When I asked for an explanation, at first she said she just didn't know. I told her that was not an acceptable answer and I wanted to know how this mistake happened. Her answer, "Sometimes the system defaults to a random insurance." It was her error, but she made no effort to take responsibility.

This was one of the most disorganized and frustrating pharmacy experiences I’ve ever had. The staff seemed inadequately trained, communication was poor, and accountability was nonexistent. Only the manager showed some understanding, but even she did little to improve...

I am writing to bring to your attention a concerning experience I recently had at your [Store #8847] CVS Pharmacy involving an employee named Cheryl. As a loyal customer of over 10 years, I have consistently received excellent service from your staff; however, my encounters with Cheryl have been far from satisfactory.

On two separate occasions, Cheryl assisted me at the pharmacy counter, and both times, her demeanor was notably rude and condescending. Unfortunately, her approach was characterized by a "holier than thou" attitude, which left me feeling disrespected and uncomfortable as a customer seeking assistance. In light of Cheryl's behavior, I requested to speak with her supervisor and was promptly directed to Mina, who was working at the adjacent register. I must commend Mina for his swift response and exemplary customer service. He addressed my concerns with kindness and professionalism, ensuring that I left the pharmacy feeling valued and attended to.

While I understand that everyone can have an off day, Cheryl's consistent rudeness raises concerns about her suitability for a customer-facing role. I believe that CVS Pharmacy should strive to maintain a positive and respectful environment for its customers. Cheryl's attitude does not align with the excellent service I have come to expect from CVS over the years. I would appreciate it if you could investigate this matter further and take appropriate action to address Cheryl's behavior.

As a loyal customer, I believe that CVS Pharmacy should continue to be a place where individuals feel welcomed and treated with respect. I trust that you will handle this complaint with the utmost attention it deserves. Thank you for your prompt attention to...

Zero stars, actually. I went to the CVS Pharmacy to pick up a prescription I have taken for literally DECADES and have been filling at THIS CVS store for decades. There's a sign at the front door that says the pharmacy is closed from 12:30-1 PM daily for lunch. So I deliberately avoided that time window. When I got to the pharmacy, the clerk was ringing me up, and suddenly announced that my RX had been flagged, which meant that only a pharmacist could override the flag. The pharmacist, was, of course, at lunch and there was no other pharmacist on duty (again, I had avoided the 12:30-1PM window). The pharmacist would not be back for another half hour. I had to cancel previously-made plans so that I could pick up the RX. When I returned to the pharmacy there was, of course, a significant line. When I got to the head of the line, the pharmacist was busy. When I finally got to speak with him, he advised me that any pharmacist there can flag a prescription for any reason and that someone (not him, he claimed) flagged the medication because there was an increased fall risk for older people. I have personally been in the category of "older people" for quite a while and, as I said, have been taking this medication from the time I was in the category of what is now referred to as "Zoomers" (although they weren't back then - we were hippies) and I have yet to face-plant while taking it. Whoever filled it/flagged it clearly don't bother to read the patient history in their own computers. At any rate, if they are going to act like they're dispensing post-its and pen refills, then they should leave the decision-making to the patient and...