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Business Profile

Pharmacy

CVS Pharmacy, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pharmacy.

Complaints

This profile includes complaints for CVS Pharmacy, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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CVS Pharmacy, Inc. has 2178 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 1,962 total complaints in the last 3 years.
    • 527 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/15/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ***** ******u

      Business Response

      Date: 05/20/2025

      At CVS, our goal is to be a trusted partner in our patients healthcare. As such, we appreciate Mr. ***** ****** sharing his concerns and the opportunity to address them.

      District Leader, Jin has been in contact with Mr. ****** to discuss this experience and has provided him with a receipt. Jin has taken steps to address the service issues raised by Mr. ******* reinforcing with the team the importance of good communication and patient care. Additionally, our ********* team has conducted a thorough review of the account to ensure prompt delivery of digital receipts. Mr. ****** has direct contact information should he require any further assistance. He was appreciative for the outreach and resolution provided.

    • Initial Complaint

      Date:05/15/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      CVS contacted me the same day and we resolved the issues. It was a misunderstanding and a minor typo on the prescription not reported to the pharmacy.


      Regards,

      ***** *********

      Business Response

      Date: 05/19/2025

      We appreciate Mr. ***** ********* bringing this matter to our attention and apologize for the difficulties he experienced.

      The district leader responsible for this CVS location has been in contact with Mr. ********* to discuss this experience and to apologize. Mr. ********* explained that he needed a refill due to sudden increase on his medication. However, the pharmacy was unaware of the change. The pharmacy team is working with his prescriber to obtain an updated prescription. Mr. ********* was appreciative for the outreach and efforts to fully address his concerns.

      If we can be of further assistance, Mr. ********* can reach out to our Customer Relations team at ********************************* ***************).

    • Initial Complaint

      Date:05/15/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      While it is amicable, I hope CVS can provide a solid solution on my matter that will no longer require me to make more calls and complaints over the same exact thing because this is not the first time I have addressed my problem to staff and the higher chain.

      Regards,

      ****** Song

      Business Response

      Date: 05/19/2025

      At CVS, our goal is to be a trusted partner in our patients care. As such, we appreciate Mr.****** **** sharing his concerns and the opportunity to address them.

      The leadership team responsible for this CVS location has been in contact with Mr. **** to discuss this experience and apologized for the troubles. They have arranged a refund and informed Mr. **** of their efforts to address this matter with the state of **********. We are happy to report that a new machine will be installed in July. Mr. **** was appreciative for the outreach and resolution provided.

      If we can be of further assistance, Mr. **** can reach out to our Customer Relations team at ********************************* ***************).

    • Initial Complaint

      Date:05/10/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      *** ******

      Business Response

      Date: 05/14/2025

      We appreciate Mr. *** ****** bringing this matter to our attention and apologize for the difficulties he experienced.

      Our CVS OTC support team spoke with Mr. ****** about this experience and assisted him in gaining access to the account so that he may place an order.

      If we can be of further assistance, Mr. ****** can reach out to our OTC support team at **************.

    • Initial Complaint

      Date:05/07/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      ********

       

       

      t S-12230579. I spoke to 2 "supervisors" ****** & then to ****** from the corporate in **. I said again I did not purchase them, I received them. I asked if the funds could be loaded onto the card or reissued another way so that I could use them as originally intended & paid for. I still have the gift cards in my possession. Later in the call ****** informed me that the funds had already been processed to be returned to the original purchasers, which was different than what the original CR person stated.I have no way of confirming that the purchasers will or have received a refund for the amounts - I am out the 2 gift cards I was given and CVS held onto the funds until this investigation was resolved on their end. I was told that the policy is to refund the original form of payment to protect the buyer. I have to say that the buyer was not protected from the beginning. I stated that it looks like fraud was committed when the receipt says the funds were loaded & they were not.

      Business Response

      Date: 05/08/2025

      Good Morning,

      We thank you for your patience while we researched this matter. 

      I am happy to report that our team was able to obtain a credit for the Target cards in the amount of $200. In turn, we can confirm that a refund for that amount was issued back to the original card of purchase and settled on April 28, 2025.

      Regarding the inquiry about reissuing the funds in a different manner: unfortunately, this is not possible. Ms. ****** can review our CVS return policy here: 
      ************************************************************

    CVS Pharmacy, Inc. is NOT a BBB Accredited Business.

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