CVS — Local services in Richmond

I just had a very unpleasant encounter with a pharmacist at this location. I was written 3 prescriptions by my doctor recently and attempted to pick them up on the Saturday after we had met. It is important to note that I did pick up a 90 day supply of one of the medications last month. I explained this to my doctor and had made it very clear I tried to find this supply but I must have misplaced it. Still, he said the medication should still be ready for pickup because he had written a new prescription for it. I arrived to them having 2 of the prescriptions ready, and the other (which I had run out of/misplaced) not ready. I thought they maybe hadn’t refilled it yet. Frustrating because I need the medication daily, but I still understood nonetheless. I try checking the status online and it says it’s too early to refill, so now I know it’s something to do my missing supply. I give them a call and ALL I asked the pharmacist to do was to check if I had any prescription ready and BRIEFLY explained the situation. No loud voice, no attitude, etc. She gave me the same answer (again, not shocked or mad at this moment because she didn’t cause the issue, just asking a simple question). I then tell her that that I appreciated her checking and that I will call my doctor to explain the situation and get it worked out. Before I could even utter another word, this pharmacist started speaking over me, questioning why I was calling my doctor, speaking over me with an attitude and kept reiterating she could not help me. I did not ask for any further help. I simply asked you to check if there was a prescription ready, not sure why I was talked to in the way that I was. Honestly if she had just checked for me and left it at that, I would’ve been fine bc I know sometimes these things are out of their control. But since the pharmacist had such a horrible attitude, slim patience and was actively trying to talk over me and not listen to what I had to say about my own prescription and situations regarding my prescription, I went ahead and told my doctor to move my prescriptions to another store where I’m not verbally harassed over my own medication. This is not the first issue I’ve had with my prescriptions with them either. Please go to another pharmacy in the area, the customer service here is abysmal and I honestly felt degraded after speaking to her. One of the worst customer service...

I finally did it and transferred my prescription. After years with this pharmacy, I finally had enough. I’ve waited for improvement and instead things are worse. Prescriptions are never ready, even when I’ve requested through the app. I’ve waited countless times for my simple pre-packaged prescription to be filled. Many times, after 30+ minutes, I’ve seen it just sitting on the counter with no text, call, or notice that it was ready and to come back to the line. Today, after waiting for my “expedited” prescription, I had enough. I got back in line and was told my prescription would be “expedited” again and that it was “next”, but that there was no timeline for how long it would take. After asking for them to please just pull the prescription so they could get thru the rest of the line, but being told to just wait, I decided I would hop back in line to keep waiting. (I do admit to getting a bit out of hand, sadly holding up the line, and being pretty awful to the poor woman helping me. I later apologized for taking my frustrations out on her and still feel awful).

What had me over the edge, was not what happened to me, but everyone else as well. In the 40 or so minutes while I was in this location I witnessed a customer who had returned to the store for being given the wrong prescription, another who was incorrectly charged, several that had to wait or be told to come back another day, and many waiting in line at drop off, pick up, and even on the phone. Nearly every customer had a poor experience or issue that just caused more frustration and wasted time. This place needs organization, systems for priority, more staff, and better training. There were at least five people working today and I feel bad for every one of them. They’re trying their best, but are only putting out fires and having to deal with people like me who voice it loudly when they’ve had enough. I’ve never written a review or filed a complaint with corporate, but today I’ve done both. We (customers and employees both) deserve better. This is medication we’re talking about, and in most people’s cases, time sensitive medication. It’s simply becoming dangerous. I’m sure workers didn't get into this field just to let customers down, and I know customers are not happy with their service. CVS, and leaders within CVS surrounding this location,...

This CVS pharmacy should not get one star!

January 3, my doctor had to contact CVS pharmacy three times, and I had to visit the pharmacy location three times. My doctor tried to phone-in a prescription. When it was not successful, he inquired about a fax number. As a result, I walked to the CVS location, and I requested the fax number. He was unable to fax the location.

On January 4, I returned to the CVS prior to 1:00 pm to confirm they received the prescription, but they hadn't. I called my doctor, and I gave him the initial phone number again. In the middle of the phone call, a pharmacist reported they were closing for lunch. The pharmacy didn't provide the phone number. Instead, I had to look it up and share it with my doctor. Finally, he was able to leave a voicemail message.

At 5:00 pm, I returned to CVS. I waited in line for 15 minutes. I asked the "pick-up" attendant to confirm a prescription. She confirmed submission. She said it wasn't ready, and it would take 1 hr to process. Upon returning to my apartment, I had a 5:26 pm text message that reported "the prescription was ready for pickup" within five-minutes of leaving.

Prior to 9:00 pm, I returned. The pharmacy had not closed, but the same "pick-up" attendant declined taking another customer. 26 hours later and following three trips to CVS, I am still without the prescribed medication.

The pharmacy support at the location offers...