CVS — Local services in Kent

This used to be a fantastic pharmacy. Now, I can’t wait to pull my prescriptions and go elsewhere. First, let me say this is NOT the fault of pharmacy staff. It’s 100% the fault of a new company policy.

As of now, you CANT call the pharmacy and speak to a live person. No calling to see if your prescription is ready, ask them to fill a prescription, or ask basic questions…

Now, you get an answering machine where you can leave a detailed question and they call you back later that day with an answer. That’s if you get a call back at all. So far, I’ve only received a call back about 60% of the time.

Then when they do call you back, I don’t think you get someone actually at rte pharmacy… I believe it’s a call center. I’ve gotten totally wrong information, not once but twice. Only to find out it was wrong when I took the time to actually go to the pharmacy.

Then, if you work or have other obligations and can’t just sit by the phone all day…. Good luck. They leave vague answers on your voicemail…. My last call, not even answering the actual questions that I had. Uggg

Funny thing is, it has to take many more man hours, listening to messages, looking up accounts, calling people back and playing “phone tag”, then if they would just answer the call in the first place!

Today took the cake. I called to ask if my script was fillable today (The app said too soon, even thought it has been 30 days). When they called back, they said the app was wrong and it would be ready in an hour. Being out of town, I drove over 2 hours to get my meds, only to find out that the person who called me back was wrong…. Of course. Spent hours communicating with the Dr to get it changed.

Now o get the date issue was not the pharmacy fault, but giving me bad info…. Again… Definitiy was!

This is an example of some dummy at corp trying to save a few Pennie’s at the expense of customer service. And it’s not like you’re buying a blender…. This is medication…. Where...

This is by far the worst store manager I have ever come in contact with. First and foremost I never go to CVS for anything. So I stopped to pick up a few items on my way home. The store manager did not seem to want to help me at the cash register rather told me that the self check out was open. This is a smaller retail environment and the store personnel and customer experience is the most important thing. So I proceeded to use the self checkout begrudgingly. Then the system starting telling me to remove the item and to place it back in the bag. The next thing I know the store manager is standing beside me trying to help. I told him that I did not need his help and that I would make sure to ring out all my items properly on my own. At this point he proceeds to tell me I am a strange individual for making that commitment with a line full of people waiting. I then proceeded to ask the question of when I would receive my check since I had to do his job. He again said that I was strange for making such a statement. I told him again that I did not need or want his help and was persistent to help me at that point. I went to my car called corporate to file a complaint. I then went back inside to give him a chance to apologize and all he could say was I am sorry you feel that way never acknowledging the fact that he called me strange and when I asked him again just to apologize for it he laughed at me. He also told me that his district manager would not be calling him to handle this situation. That tells me that customer complaints mean nothing to this company and that I am not a valued customer. So thank you to David the store manage I will not be returning to any CVS. This is not how you keep or bring on new customers when there are so many options available. I would recommend using DrugMart for any future...

Two stars is generous but to be fair there are a couple good things. To the good: At least 80% of the time they are polite and professional. Nice to interact with. They are usual, but not always, quick to fill a prescription. The problem is this . . . they often do not fill the prescription when they say they will. I have learned NOT to reorder through the automated system because it never fills the prescription. Never. Numerous times it was not ready when they said it would be. Then today they were still closed for lunch at 1:20pm. The recording said they were closed for lunch until 2:00pm. Long lunch hours and the inability to fulfill prescriptions put me over the threshold. It means you need to drive across town again only to hope it will be done. It might not be. A new manager is needed.

UPDATE: Changed this from a 2-star to 1 because I went to the CVS pharmacy today - after a txt from them that said my prescription was ready - and it was not ready. They had no record of it. Again, even with notification from them, I drive across town a day later to find out they are not...