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July 2024 by C Martinson
I recently filled a prescription at this pharmacy but won’t again. On 7/24/2024, I dropped off a paper prescription in the drive-through around 10:45am. The staff assured me it was in stock. I was surprised, as it usually needs to be ordered. I received a text at 11:18 am (less than an hour later) that it was ready, which was great.
I picked it up on 7/27/2024, along with other medications. The prescription is a liquid medicine box, but when I got home, I noticed on the box that it expired 07/2024—just four days after pickup. I did not open it.
I called the pharmacy but could only leave a voicemail. Four days later, no one has called back. I contacted customer care, who reached a pharmacist, who reportedly denied the medication could be expired because she said they check all that. The customer care agent assured me that she told the pharmacist that fixing the problem was more important than how the mistake happened and that sometimes they just do happen, and said she encouraged the pharmacist to just make it right. Great customer service on the customer care line, just not in the pharmacy.
When I returned the meds, the tech was apologetic and said they would order a replacement by 7/31/24. However, on 7/31, it wasn’t ready, and my refill count showed zero, despite having five refills on the paper script I turned in 7 days prior.
Again, I couldn’t reach anyone due to their voicemail system, so I contacted customer care. The representative called the pharmacist and was told they wouldn’t fill my prescription (even though they told me it would be in on 7/31). The pharmacist claims it couldn’t have been expired because they ordered it specifically for me and the manufacturer wouldn't send expired meds, even though I returned it to the store and they agreed at that time that it expired 07/24. No one from the pharmacy had called me to tell me so I could make alternate arrangements.
The customer care agent was again super nice, super apologetic, said he could not explain her behavior and he seemed flummoxed by the pharmacist's response. He suggested escalating things up to district quality assurance and we discussed that process.
I was then connected with the pharmacist, Bridget, who was defensive and unhelpful. When I told her about the expired meds and the replacement order, she said, "I’m sorry you were told that it would be ordered, but we will not be filling your prescription." When I asked why not, she raised her voice and said, "I KNOW FOR A FACT THAT WE ORDERED IT FOR YOU SO IT COULDN'T HAVE BEEN EXPIRED." I told her that I had returned the meds so she could see for herself. I explained that her tech said they had it in stock when I dropped it off, and she sighed, saying, "I am going to get someone else to talk to you because I don’t want to fight with you," before putting me on hold for more than 15 minutes, clearly trying to get rid of me. She constructively hung up on me by putting me on hold for so long.
I called customer care again and escalated the issue to their quality assurance team. No one could explain the zero refills mistake, the lack of callbacks, or why the app still shows the prescription as picked up instead of returned. This pharmacy is full of mistakes and has a defensive pharmacist who lacks customer service skills.
Customer care agent again, super nice, super helpful. She helped me by calling stores for me (because customers can't actually reach a store anymore in cvs, you have to call customer care and have them call the store for you because they don't return voicemails) and found the med in stock after I think 5 pharmacy calls.
I would like evidence of what the pharmacist says is a "fact": that somehow they ordered it and still got it filled in less than an hour. She seems to be implying that somehow I am faking the expiration date that is clearly on the bo
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July 2024 by Marta Smith
CVS is my go-to pharmacy, thanks to the exceptional service from the pharmacist; Mitra. She is consistently patient, incredibly helpful, and always has a welcoming smile. Whether I have questions about my medications or need advice, she is always ready to assist with a positive attitude.
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May 2024 by William Mccurdy
The Pharmacy was amazing! The pharmacist took my $260 and managed to get my co-pay down to $22! was super kind and helped me all the way through the process. Thank you!!
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February 2024 by Robert Franks
Unless you have very basic Rx, suggest you go to another CVS.The Pharmacist at this location overthinks and underperformes. Several times we've been in to fill a Rx with a voucher. You have Rx from Physician that includes quantity, procedures to process for payment. Now - FILL THE PRESCRIPTION. It's pretty much all there is to it. 1st time took over 40 minutes. Next Rx is still unfilled after 2 trips and over an hour. We transfered to a more competent pharmacy.
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January 2024 by Belle NoiR Events
Apparently no one knows what they are doing in this store. Michael apparently the manager is unhelpful and stoic. CVS needs to train their employees. They could not complete a simple return.
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November 2023 by Kadijah Francis
Sooo a PUBLIC establishment doesn’t have a Public restroom ?? that must be embarrassing on cvs behalf to be too cheap to not have a bathroom or the money to pay someone to clean the bathroom with all the inflated prices y’all are charging you would think the extra money would go towards a PUBLIC BATHROOM. Definitely will not be using cvs at all
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November 2023 by Prisielena Mercado
Walked in & Taylor was so sweet and kind! In helping with what I needed help with. She made my day!
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September 2023 by Yossi Abebe
All the money i spent for medicine , but u don't have public restroom re u kidding me? i change my pharmacy to different location
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August 2023 by Remy Ndangali
Worst service ever!
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August 2023 by Ranjita Roka
Whomever I spoke with over the phone was……. She was something else
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August 2023 by C R
Not helpful
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August 2023 by arton garcia
Good customer service.
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August 2023 by Oscar A
Worst CS, rude, and incorrect placing of labeling prices
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August 2023 by Clare Cook
The employee was courteous and helpful.
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August 2023 by Paul Williams
I'm very proud of the staff at the Walnut Hill location. They are doing there ? They are doing great
