CVS — Local services in West Orange

If I could give this CVS ZERO stars, I would. We made an appointment for a COVID vaccine. Per the request on the app, we checked-in on the app but also with the employee at the cash register just to cover ourselves. We sat for 20 minutes. My husband asked why nobody has come over and she said, "Oh! We didn't know you were here!" That's after checking in TWICE. We waited another 20 minutes. An employee came over and told us they were out of COVID vaccines. That was after making an appointment for it and a 40 minute wait. Here's the best part.... we drove all the way home and got a call from someone at CVS. "Where did you go? I was ready to give you your vaccine!" At this point I was beyond pissed. I told her what happened. "I don't know why he told you we're out. We have them. Come back and I'll give it to you." No thanks. So we went to another pharmacy who said they had the vaccine. The icing on the CVS cake? CVS billed our insurance for vaccines they never gave us so we had to sit at the new pharmacy and wait while the pharmacist tried to reach someone there and ask them to reverse the charges so we could now get the vaccine. I tried to reach someone, my husband had to call insurance and tell them to stop the charges, the pharmacist was on hold for a good 20 minutes. We finally were able to get the vaccine. Over the course of the last 2 years and after constantly screwing up at this store and the other one here in town, we have moved everything over to this new pharmacy who seem to constantly be cleaning up CVS's messes. We've brought friends over with us. After today we are officially...

I always have issues refilling my prescriptions here. The most recent pharmacist wasn’t very helpful. She rushed my call, I was trying to make sure my meds were on auto refill and that she had the correct number for my drs office, she tells me it’s on auto refill but I’m telling her it’s not bc I always have to call my dr for it. She put me on hold and never came back. I had to call customer service to get my help. The man on the phone was very helpful. He let me know I wasn’t set up for auto refill when I was told I was. Smh. The day before I had issues with my medication when I went to pick up. I refilled them all on the website a week and half prior. I got no alerts. I went to pick them up and only one was ready and it was the wrong amount of medication and dosage. I let the staff know that I had two other medications she looked at the computer then told me they called the office but no one picked up. That’s always the issue. They call and no one answers. But whenever I call myself they pick up and put it right thru. So I called my drs office yesterday, the receptionist knows me well she said they never called, put a fax thru or sent it in electronically. I’m thinking it’s my drs office that’s creating the issue and it’s not. I never get alerts when my medication is ready. I let them know that. They confirm number and then nothing. They don’t even call my phone. My number is in the system I should at least get a call if I’m not...

I recently picked up a prescription and requested counseling, as I was unfamiliar with the medication. When I asked for assistance, the technician responded dismissively, asking, “What do you need?” I explained that I needed counseling about the medication, but her attitude was unprofessional, and she told me to come inside. Unfortunately, I didn’t have time, as I needed to get back to work.

Later, I called the pharmacy to speak directly with the pharmacist. While asking my first question, I felt the tone of the conversation shift as I tried to ask a second question. The pharmacist curtly told me to “read the directions.” I explained that I had read them but still had additional concerns. Instead of addressing my questions, she abruptly said “OK” and hung up on me.

As someone who has worked in healthcare for over 27 years and has a solid understanding of pharmacology, I found this treatment unacceptable. If I, with my background, am dismissed like this, I can only imagine how other customers without similar knowledge might be treated. This was the poorest experience I’ve ever had with a pharmacist, and it’s deeply concerning.

CVS on prospect ave in West Orange has pharmacy employees working on 12/13 that need training on...