CVS receives mixed reviews highlighting both significant strengths and recurring problems. Customers frequently praise specific staff members for exceptional and enthusiastic service, noting a serious and responsible work attitude. Several reviews describe employees who go above and beyond, providing careful, patient, and helpful assistance, including walking customers to find items and offering knowledgeable guidance. These positive personal interactions greatly improve the customer experience, with some noting that great managers and staff make a huge difference in morale and service. However, consistent operational issues are reported. A major frustration is the pharmacy's extremely long phone hold times, often lasting 45 minutes to an hour before disconnecting, which is problematic for customers with busy lives. Inventory problems also occur, where online stock information does not match in-store availability, and short staffing sometimes prevents employees from checking inventory. Additionally, there have been criticisms of corporate policies, specifically regarding non-returnable items like COVID test kits, where receipt information can be misleading. Customers suggest that CVS should hire dedicated phone support for pharmacies and improve system clarity. Despite these issues, many appreciate the store's benefits, including the Care Pass, 24-hour pharmacy access, and good deals.
