CVS — Local services in Hilltown Township

When Rite Aid informed me they were closing and no longer restocking medications, I contacted CVS. They told me I needed to have a new prescription sent by my doctor, which I did. However, Rite Aid unexpectedly filled the prescription anyway. To avoid delays, I picked it up there. Shortly after, the CVS pharmacy manager called to say I could not “switch between pharmacies” and that they would not continue filling prescriptions for me if I did. His tone was chastising and strongly implied that I was unwelcome. I had to explain the situation—that it wasn’t my decision for Rite Aid to fill the prescription—and only then did he agree to fill it.

The next issue came with my second prescription. It should have been $0, as I’m in the catastrophic phase of my insurance plan. I asked why it was not zero, and they said it did not go through insurance. Rite Aid would always contact me if insurance failed, but CVS said nothing. They simply attempted to charge my card. If this had been a smaller amount, I might not have questioned it and could have unknowingly been charged $110 with no refund option—something I’ve experienced at this pharmacy before.

My third prescription involved days of delays. I left messages and waited for callbacks, only to be told it was out of stock but would arrive the next day. This repeated for over 1 week. Eventually, they admitted it would be several more days before restocking, so I had to transfer it to another pharmacy.

Most recently, I received a message that said “Action Required,” prompting me to call CVS. I left a message and waited for a callback. When Michelle finally returned my call, I was told the prescription was simply too soon to fill and that it would be filled tomorrow. Based on that, I arranged for someone to pick it up the following afternoon—but it still wasn’t ready. Staff couldn’t explain why.

I left another message, and when Michelle returned my call, there was no apology or courtesy—just criticism. She told me the prescription wasn’t filled because I didn’t call again the second day to request it. I was expected to know, without being told, that I had to call a second time—even though I was explicitly told it would be filled tomorrow. That lack of communication is unacceptable, and the condemning attitude was even worse.

Unfortunately, this pattern of blaming the customer instead of taking responsibility seems standard at this location. Over a decade ago, I had an awful experience with the pharmacy manager at this same CVS. She was yelling at an elderly woman in front of the entire store. It was shocking and heartbreaking. When I approached the counter, she was rude to me as well. I left, filled my prescription elsewhere, and sent a complaint to corporate. Clearly, based on the reviews and my recent experiences, nothing has improved.

The current system at CVS Souderton is dysfunctional. You can’t speak to anyone directly—you must leave a voicemail and wait for a callback. Even then, the staff is often curt or outright hostile. The messaging system is inadequate. A simple automated text saying a prescription is too soon to fill would save a lot of frustration. Instead, customers are directed to vague web messages, followed by more voicemails and long wait times.

On top of that, there is no ownership when mistakes are made—only blame placed on the customer. Being spoken to with a critical tone when you're just trying to get necessary medication is not only unprofessional, it's unacceptable.

At this point, I feel that the only reason many people—including myself—continue using this CVS is because of the drive-thru. But convenience shouldn’t come at the cost of being treated poorly or having critical prescriptions mishandled.

This location desperately needs better management, better communication protocols, and above all, a commitment to respectful, competent customer service.

I would like to encourage others to call corporate to report poor behaviors with this pharmacy, as they desperately need retraining and discussions...

Worst pharmacist I've ever been to. At first I really liked them until an incident I recently had. I have pneumonia and the flu I am having a hard time breathing and I needed my albuterol filled they said the way the doctor called it in they couldn't fill it I tried to call the doctor back and they said that they had to call I called the pharmacist back and told the lady that she had to call she said she's busy right now and she'll call when she has time I said ma'am I'm having a hard time breathing and I really need this treatment can you please just take a few minutes and call and all she did was repeat the same thing well I'm really busy right now I'll call later on when I have time I said I'm actually struggling to breathe and I really need this can you please just try and call really fast because I really need this medication I said you literally have to call it's your job. I was not yelling or raising my voice the entire time. I called back and asked if I could speak with a manager apparently that was the manager on call today and that is who I was speaking with. I said you literally hung up on me and that is unprofessional as ever she said she didn't like the way I was talking to her and threatening her demanding that I call. The only thing I said was you have to call that's your job because she was making it sound like she was going to call later eventually after I expressed her I was having a hard time breathing and needed this medication. I said I don't know how you took that as a threat saying you needed to call because it was your job.. she was very quick to get off the phone anyway and still had no care at all in the world. This is the first bad experience I have ever had with any pharmacy ever. I will never be...

Inconsistent service in the pharmacy. My infant has been given the incorrect amount of medicine several times. The medicine is prefilled and is only good for a certain amount of days. Yet, they continue to give us excess amounts of medicine that will expire before we can use it all. One honest pharmacist apologized and explained the excess amount will oxidize and can cause our baby to get sick as it could grow bacteria by the time we would be using it. The same tech also overcharged us for the incorrect amount of medicine and insisted that insurance went up nearly 6 times from last year (which was not true). Additionally, another tech at this location told a pregnant family member she was okay to take a certain medicine and when she got home she read the box that clearly states “Do not take if pregnant”. Though there are a few solid workers, these “mistakes” are too common and are putting our loved...