CVS — Local services in Big Bear Lake

I’m a Big Bear local and business owner, and I just had one of the most disappointing customer service experiences I’ve ever encountered.

I came in with a brand new, unopened knee brace that I had accidentally purchased in the wrong size (medium instead of large). I politely explained that I just needed to exchange it for the same item in a different size. I didn’t want a refund — I was very clear that I wanted an even exchange.

Mary, the cashier, ignored that completely and processed a refund without asking me. That left me needing to pay another $30 for the correct size brace — and now I have to wait days for the refund to post to my card. That’s not what I came in for, and it didn’t need to happen.

While that was happening, an associate named Skyla (in a red shirt) came over and was shockingly rude. When I asked why they couldn’t just do a simple exchange, she replied:

“Because I said so.” That was her exact wording — unprovoked and completely unprofessional.

I didn’t raise my voice. I didn’t threaten to leave a review. I simply repeated her name to confirm who I was speaking with — and only then did she backtrack and claim that it was “company policy.” The attitude and tone she used were completely out of line, and I honestly couldn’t believe how I was being treated over a basic sizing issue.

After I left the store, I called back hoping to speak with a manager. Skyla answered, recognized my voice, and left me on hold for over 10 minutes without ever returning to the call. I also tried calling CVS corporate and was on hold for just as long with no one picking up.

This store is managed by Kevin Johnson, with Meagan Reynoldson as the pharmacy manager. If this is the type of behavior they’re allowing from their staff, it’s a serious problem.

As a local business owner, I shop here often and have sent plenty of others here over the years — but after this experience, I’ll be taking my business elsewhere. We support businesses that treat people with decency and respect. This CVS made it very clear...

I had returned from Walgreens that was a minute away after not finding the item that I was looking for & was greeted with such amicable kindness from Greg located at CVS store location 42136 Big Bear Blvd, Big Bear Lake, CA 92315. I must admit that this CVS location has marvelous staff members & they have both made my experience here fantastic. I want to highlight Greg, for he is truly phenomenal. He was so pleasant & went above & beyond my expectations from others I have ever encountered & expected from other team member associates whom I have met who work in customer service in general. Greg has an incredible work ethic and displayed extraordinary customer service. I had to call over the phone - their CVS store location, so I can learn & find out his name to properly address & give him the credit that he certainly deserves with this positive review. Even when Greg answered my phone call, I was still greeted by his wonderful customer service. I cannot thank Greg enough for the kindness & genuine joy that he radiates to his customers for I especially overheard & witnessed his amicable & hospitable interactions not only to me, but also towards among other customers he has assisted before helping me with my transaction. Greg truly deserves a raise & not only a raise, but especially a promotion! Again, thank you so much, Greg, for existing. Greg is truly a blessing; I greatly appreciate him for being a ray of sunshine & a breath of fresh air to those around him for he truly made my whole day as I vacation up here at Big Bear Lake for a week memorable. I'll definitely return to this CVS pharmacy located at Big Bear Lake when I vacation back in town here again,...

Horrifically bad customer service. I was given the incorrect medication by the head pharmacist Amy and I hadn’t noticed it didn’t match the prescription until I got to my car. When I walked back in, she claimed I could not have the correct medication because I walked away from the counter. I only got my correct medication through my doctor calling AND reporting her mistake to a corporate level. I just wanted my medication that was prescribed to me!! Not the incorrect one she mistakenly gave me!! The store manager also didn’t care, because the pharmacists are apparently independent from the actual store.

In addition, this location’s workers are all extremely incompetent. Like today, my mother asking the cashier for a specific item thats held behind the register. She claimed it was at the pharmacy. But the pharmacists told my mother it was at the register, not the pharmacy. So the cashier rolled her eyes and said she would go get it. She disappeared for several minutes, came back, and then asked my mom (who was standing in the same spot waiting for her) if she had found it yet. What?? Where did she even go?? My mother got so annoyed she said she’d come back for it tomorrow and left.

Anyways, don’t go here unless you literally have no other options.

Edit: Service hasn’t changed. Had to go here because Walgreens lost power. Elizabeth at the pharmacy was extremely condescending and rude and genuinely needs to be retrained in...