CVS — Local services in Acton

CVS deserves 1 star because they don't reliably provide essential medications to their customers and are indifferent to the consequences of their policies. No effort has been made by CVS to remedy these issues and the only real option is switching to a competitor or using a mail order pharmacy instead.

I just visited my local CVS at 344 Great Road in Acton, MA (store 654) to pick up a prescription. The medication is necessary to treat a serious medical issue, and we work hard to make sure that we have an uninterrupted supply of the medicine.

The medication is enrolled in auto refills, and I called the pharmacy 2 weeks and 1 week before we ran out of the medicine. I was told that the medicine would be available for pick up on September 18, 2025. I called the morning of September 18 and was told that the prescription was in process of being filled and would be ready for pick up on September 19. That same day, I received an automated text message that the medication was out of stock, which unfortunately happens frequently with this medication at CVS. Once I received this text, I called CVS and spoke with the pharmacist. She told me that a partial quantity of the medication was available, but the remainder would be in stock by September 19, 2025. I visited the pharmacy on September 19 after 12:00 pm as directed and was provided only with a partial quantity instead of the quantity ordered by the physician.

I asked the pharmacist why the full prescription wasn't available, and I was told that although the prescription is enrolled in auto fill, the pharmacy doesn't review the prescription order until the day it is due for refill. If the drug is available, the prescription is filled from the store inventory. However, if they don’t have sufficient inventory, they order the medication for delivery the next day. Unfortunately, CVS frequently can’t receive orders within 1 business day for marketed pharmaceuticals.

This was not a one-time occurrence. It's happened many times over 3 years with CVS. Sometimes we don't get medication before we run out and go without treatment for several days and experience sometimes severe symptoms.

I complained to CVS corporate and received an email response saying that CVS is committed to serving the needs of their customers. However, they make no changes to how they do business and there are no repercussions for those employees who don't do their jobs - they are just worthless platitudes. Although I was surprised by the callous indifference of the pharmacist to the situation, I believe that she is simply following CVS policies.

I hope they never have to experience the feelings of helplessness and frustration that you can't provide a loved one with the care they need. There are real people who depend on these medications being available and CVS has failed time and time again. Compounding this, the pharmacist and staff simply don't care.

CVS is really the only retail pharmacy in the area, which is why we continued to use them despite the issues we've experienced. It's now clear that we need to transfer our prescriptions to a mail...

I had to go to urgent care late on a Sunday as I had a medical issue pop up late in the day and got the last appointment (7:30 pm). I just got my prescription in and arrived to pick it up at 7:50pm - 10 minutrs before close. The pharmacist was so rude. She was rude to the tech working with her, snapping at her when she asked a question and she nastily made these loud passive aggressive comments about "these people" who "just wait until 10 minutes before close, like we haven't been here for 14 hours." She then informed me in an annoyed tone that my insurance card wasn't working and that I'd have to pay out of pocket. So...sorry my UTI didn't occur sooner, but you are open until 8pm and I am in PAIN. This is your job. If you don't like the hours, that's an issue for your manager, not my fault or the fault of other customers just trying to get their medications for the medical conditions that ail them. Maybe they were like me and couldn't get an appointment earlier. Maybe they also work 14 hour days and couldn't make it in before 7:50 pm. They aren't doing it to YOU, they just need their medications and came during hours you're open. I won't be coming back to this pharmacy. It's a shame, because the cashier and tech were so nice and kind, but wow that was a...

Asked for my paper prescription to get filled. My dentist ordered it. Went to get my prescription and Pharmacist Justin was extremely rude basically calling me stupid in front of four of his snickering co-workers. “It is obvious we don’t take dentist orders!” , Justin stated. He told me go back to my dentist and get another paper prescription. I told him I need my original prescription and he was obviously unable to deal with people as he demanded I step away from his window. I eventually left with my paper prescription and let Justin know I thought it is not obvious that my dentist is not a doctor. Besides lying to me the CVS software doesn’t allow three insurances, MEDICARE, BCBS, and BCBS DENTAL. That Justin know it all doesn’t understand I pay over $1000.00 per month for my insurances and I understand that because his software cannot do dental is not my fault. It was humiliating watching his three co-workers snicker at me while he lectured how I don’t know the CVS OBVIOUS PHARMACY” rules. It is hard enough dealing with my cancer, but to get lectured by Justin was really, really depressing and if he let me talk we could have understood each other. He obviously doesn’t like the...