CVS — Local services in East Goshen Township

I've spent the vast majority of my professional career in client service (Finance) so I pretty good understanding of how customers should be treated and spoken to. I also rarely leave reviews or provide negative feedback because I know what's it like to have an off day (particularly with everything going on in the world today!). However I feel compelled to call out the utter lack of respect and attitude that my wife and I continue to receive on a consistent basis from the 1501 Paoli Pike West Chester, PA pharmacy. It seems to be a pattern that CVS management has yet to correct (others on Google have noted the same!). Since the start of the Pandemic, my wife makes a conscious effort to run her weekly errands on Sunday mornings. Knowing that the pharmacy opens at 9am on Sundays, my wife called the store around 9:05 asking if they could fill a prescription that was due for pick up today.. she knew that there would be a wait time and was prepared to complete her in store shopping before heading to pharmacy dept.. before she was able to get a word in, the person that picked up (which we later learned wasn't the pharmacist) immediately started off on a rant that they had just opened and there are only 2 staff on duty. My wife politely suggested that she would finish up her shopping and wait in the car until the script is filled. She was then told to come back at 10:30am (1.5hr wait for 1 in stock medication). My wife asked if they could have it ready by 10am and the answer was "maybe.. but like I told you earlier there are only 2 of us here". At around 10:05 (still waiting for the automated text message), I called the store and requested to speak with manager on duty (Bill). Bill was very kind.. put me on hold and attempted to resolve the issue with Jen (the lead pharmacist). Bill was told by the pharmacy staff that they have NO record of the phone call or the conversation that took place btwn my wife and the pharmacy clerk but that would have the prescription filled right away.. while picking up the medication (~10:20am) my wife showed Jen the phone log which had both the CVS phone number and the time and duration of the call which prompted the register clerk to admit to having the conversation... NO apology or attempt to reconcile the situation.. in fact Jen went on to say "this isn't the first time you or your husband attempted to pick up medication in the morning (which I didn't know that was against the rules). So that was our experience from today which as I mentioned above is not the first time we received poor service from this particular pharmacy. Once things settle down with the Pandemic, we will be switching our medications to Rite-aid. It's unfortunate given the fact that we've been loyal CVS customers for years however this particular store/pharmacy doesn't seem to care much about their customers. I also plan on posting an online review which I hope prompts corp leadership to take a closer look at the way this store is being managed (again, I'd like to reiterate that Bill was very polite and helpful although I'm not sure how much authority he has over Pharmacy staff and...

I came into the store to print more than thirty 5x7 photos at the self-service kiosk. If I had only read the reviews of this particular CVS store, I could have avoided it and had a productive and successful experience at one of CVS's other, better-rated locations.......after all, we are so inundated with CVS stores in this area, it would be easy just to patronize a different one.

As it turns out, 5x7 photos only print behind the photo center counter and require a staff member to tap the computer screen to enable the printing. Unfortunately, that responsibility was being deflected by the nearby clerk saying it was the cashier's job not hers, which elicited a look of surprise and confusion from the cashier. Even though I went on to explain that I had more than 30 photos to print (which would have generated more than $100 to the store), within a matter of minutes the photo center was quickly vacated by any and all CVS employees, leaving me with the less optimal choice to print 4x6 photos instead (as these print out on the customer side of the photo center and don't require staff intervention). Because 4x6 prints are considerably lower in price, this reduced their store revenue by more than $80....something I thought store management would be interested in knowing.

Andrew J. told me he was the person in charge, however, it became very clear very quickly just how inexperienced and ill-equipped he was in terms of being able to address this customer matter as a manager. I explained to him from the start that I wasn’t reporting the issue to get anyone in trouble, but just to alert management to the fact that I had been prepared to pay $100 for the larger size photos, but ended up paying only $12 for the smaller ones - all because the store's own staff members were uninterested in following their photo printing protocols, which require that they assist the customer with this behind-the-counter process. Andrew J. was in over his head and didn’t address the issue at all. Instead, he proceeded to regurgitate lengthy store policy and staff training policies. After several minutes of watching such a foolish display in front of store and pharmacy staff and a line of customers, my heart simply broke for him. At this point, I started wrapping up the conversation seeing that he was out of his depth.

I did come to find out that the actual store manager was TJ, who was not on site due to the Memorial Day holiday weekend. Giving the benefit of the doubt, perhaps the situation would have been handled more appropriately if he had been there. I also learned that CVS Corporate is well aware of the customer reviews and issues that have sadly come to define Store #948...and that in itself could mean that positive changes for this...

Terrible experience with the pharmacy yesterday. Waited on hold for 1.5hrs to speak with pharmacy staff!!!!! Hung up called back and selected the prompt for prescriber… someone answered within 3 minutes. I am traveling for the holiday and left my meds at home in FL. I needed 2 emergency rxs filled. When I showed up they didn’t have either ready. After looking into it further my doctor’s office had sent both rxs to my local CVS even after I requested them to be sent here multiple times. There was a gentleman who was very friendly and said it was no problem and they would transfer them and fill them ASAP. Apparently after further investigation one of the rxs would not transfer due to a system glitch. They asked me to step aside to from pickup to dropoff so the girl could call the other store to see what was going on. To my knowledge the girl had it under control and told me it would take about 15-20 min to transfer then they would fill it. I left to do some holiday shopping and came back 2 hrs later. Line was 7 deep at 7:50pm. When I went to try to pickup for the second time the girl told me that for whatever reason the one rx still wasn’t ready. Then she said I can’t fill it because we close in 2 minutes and my computer is going to shut off so you can come back tomorrow morning. I wanted to scream! Why did she tell me to come back that night then???? Waste of time!! The incompetence is infuriating. I wasted so much time with this cvs yesterday between being on hold and taking 2 separate trips there. They do not care about service in the slightest (maybe the one guy who helped me at first but no one else). I will never go back to this pharmacy, and I highly recommend filling rxs anywhere but here, unless you like to be disrespected, under-appreciated, and have your time...