CVS — Local services in Old Saybrook

This is the absolute worst CVS I have ever been to. The CVS store itself was fine but the pharmacy was horrible. All of the employees were rude, mean and clearly do not care about customers. I was trying to fill a script last night before they had closed. I had thought the pharmacy closed at 9PM, however I was mistaken and they close at 8PM. Regardless I was there at 7:48PM waiting in line behind another gentleman. When it was my turn the employee coldy asked me for my information and all of the staff behind him was making comments to me and the other guests about how we were bad customers for coming so late. This is a horrible way to make someone feel, when this was the only time I was able to make it in due to work.

After I had given the guy my information he found my script and was ringing me out. He did not ask for my insurance or anything. So I had let him know that I had a discount card I would like to use, sent over by my doctor. This is when they told me it was "too late" to help me, although it was only 7:55PM. I understand they close at 8PMbut why take another customer and start the transaction to turn them away mid transaction. There was a pharmacy tech who had come over to further let me know that it was my fault because "I should not have come so late and expected service" and that there was nothing she could do and I would "just have to wait like everyone else and come back tomorrow". There were other horrible comments voice by all, the counter works, the pharmacy techs and the pharmacist that are inappropriate in a customer service setting.

I returned to the CVS today at 1:10PM explaining that last night they sent me away because "they didn't have time". Instead of apologizing he had said well they you just need to go to drop off and someone will help you. I waited at drop off for 5 minutes. They called someone over to help me. This lady was pleasant, she asked why I had not used my insurance and I said I was unaware this was covered by insurance. She spent 5 minutes adding info and informed me my copay would go down to $3 from $15. She let the other two workers know that a new label would need to be printed. I had asked her how long the wait would be because I was on my lunch break. She said, everyone goes on lunch at 1:30 so before then. Then she helped the customer behind me and I waited. It was passing 1:30 and she was in the back no where to be seen. They started closing the gates on me so I finally asked what was going on. They said I would have to come back after work. I said that this was not possible and the other lady said this would be done by 1:30. I was met with attitude and rude comments, with the pharmacist emphasizing behind my back that her employees don't have time for this.

Lastly, and maybe the worst part was that after they finally agreed to help me and re-print the label. The worker who helped me at the counter asked me "well how much was this before insurance", I said, I believe 12-15 dollars. He said well I would have just paid that without insurance. It is not like it is expensive, and it would have been much faster than waiting". I find this very hurtful and inappropriate because my finances are no ones business and I pay for insurance in order to use it for circumstances like this. He had no business commenting on my financial situation or ability.

This is the WORST pharmacy and I will NEVER come back or recommend...

With the volume this CVS does I have been reluctant to share my negative experiences but no longer - this store needs help and it's employees need a reminder that the people coming there wish they didnt have to, wish they were not picking up medication for health issues. This review is also provided for the pharmacist who asked for SPECIFICS when i decided to complain in-person today Saturday May 18, 2024.

Overall SPECIFICS: I have stood in the LONG lines with other "regulars" most of whom are older, and have visable health issues; many with little to no technology skills, who rely on the person behind the counter. I have listened and watched pharmacy staff treat people as if they are doing them some kind of favor, many are already annoyed before a person even speaks; staff has been short, immediately dismissive, looking to prove someone wrong; lastly both through observations and personal experiences, staff here are not helpful unless pushed to be.

For myself I do everything i can beforehand so I can just go in, pick up, and leave. That is untill I decided two days in a row to use the drive through where Jason resides - condescending, short, annoyed, unhelpful - which is why I decided to come in to talk with the head pharmacist, and her annoyed reaction told me all I needed to know...

For my "SPECIFICS" i will use two VERY BUSY CVS's where I am not a regular - Anaheim CA and Georgetwon DC to explain the difference from Old Saybrook. Both of these CVS's staff worked with me to get my needed medications even though it was sent to the wrong CVS; they worked to ensure I had enough meds for my trip even factoring in potential travel delays; they also went to bat for me to get meds paid through my insurance - In CA and DC I DID NOT ASK FOR THIS - THEY JUST DID IT. Specifically my "HOME" CVS in Old Saybrook only wanted to prove my doctor sent the prescription to the wrong place and sent me away; my "HOME" CVS in Old Saybrook didnt even blink to help but instead had me pay $45 instead of $5

For years I have given this CVS a pass because it is overwhelmed...

I'm giving them 2 stars only because the actual pharmacists who I've dealt with on issues beyond what the uneducated technicians can handle were actually helpful and because the GM of the store itself is one of the nicest guys I've dealt with. However, 2 stars is generous given the experiences I've had with the pharmacy technicians as well as the CVS app. I have two children on monthly prescriptions which I've been getting from this location for over 2 yrs now and yet there still seems to be an issue getting these meds every...single...time! I have most of these on auto-refill and I follow the same process to have them shipped to me in order to avoid waiting in the store line or drive thru for 45 min! 1 out of 3 orders I place has issues and it's frustrating when you can't even talk to a competent person to get issues sorted out in a timely manner (currently on hold for 10 min to get someone on the phone). This is the second time I've called about this issue and the first person who answered was extremely rude and when I asked to speak to someone else she put me on hold so long I just gave up and now I have to try yet again and waste my lunch time! It's very frustrating to say the least when I'm trying to get meds that my children need on time,...