CVS Health is among the largest retail pharmacy network across the United States. The company aims at making the lives of Americans better through healthcare solutions.
Therefore, if you experience issues while seeking products and services from the store, you might look into the CVS method of receiving and handling complaints. Keep reading for everything you need to know!
How Does CVS Receive and Handle Complaints In 2024?
CVS store accepts customers’ complaints and handles individual complaints from consumers in 2024. For this reason, the company provides several means to report complaints arising from online and in-store services. Subsequently, customers can report their complaints in person, send an email or call customer support. In all these methods, CVS responds to the complaints within days.
If you need more insight into how to make a complaint to CVS, the common types of complaints at CVS, the contact details for reporting complaints, and much more, keep reading!
How Do I Make a Complaint to CVS?
In case you want to make a complaint against a specific employee, or about an incident at a particular CVS location, you can revisit the location and ask to speak to the store manager.
When you visit the store to report the complaint, you should calmly explain the incident, provide any appropriate evidence, and ensure clarity in explaining how you would like the matter to be resolved.
Alternatively, you can decide to call your local CVS store.
You can get the phone number of your local CVS by searching through the company’s store locator, available on the official website.
In case you feel that the local store is not an appropriate channel for your complaint, or if the complaint concerns an online issue, you could choose to call the head office directly.
Alternatively, you can email the customer support team and explain your complaint in writing.
Emailing can be generated automatically by completing an online form available on the company’s website.
Furthermore, you can decide to mail your complaints to the CVS Customer Support at the Corporation headquarters.
If you choose to send an email or mail, ensure you include as many details as possible for the company to review the complaint faster.
What Are the Common Types of Complaints Made Against CVS?
Although CVS is a very successful company, there have been several complaints made against it by both customers and international bodies.
Common types of complaints made by customers against CVS include the following:
- Pricing of drugs up to one week in advance
- Long waiting hours and poor customer service
- Lack of transparency on why drugs at the health center are charged more than their normal costs
- Lack of transparency on what is being paid by pharmacists working outside the company and consulted by the company
- The company has received complaints of charging customers for items that were never bought from the pharmacy store.
Other complaints that have caused international concern include the following:
- Complaints against CVS have been made to the MA Board of Pharmacy and FDA (Food and Drug Administration), regarding potentially illegal practices at the store
- Allegations of the violation of international anti-trust laws
- Allegations of the violation of trade laws regarding discriminatory pricing actions
- Criminal charges and lawsuits
How Do I Contact CVS In Case of a Complaint?
Below are the various channels for contacting CVS Customer Support:
- Call the CVS Customer Support team: 1-800-746-7287.
- Subscribe to CVS Health on YouTube
- Send your complaint through the online form
- Send direct messages to CVS’ Facebook Page
- Send direct messages to CVS Twitter
- Send a direct message to CVS Instagram
Complaint letters to the company are sent to the following physical address:
CVS Corporation
Customer Relations
One CVS Drive
Woonsocket, RI 02895
How Do I File a CVS Caremark Complaint?
To file CVS Caremark complaints, customers have to write a complaint letter and submit it to the following address:
Corporate Compliance Department
CVS Caremark Corporation
One CVS Drive Woonsocket, RI 02895-7143
Typically, CVS Caremark responds to the filed complaints within 90 days.
How Does CVS Deal with Complaints?
Once a customer sends complaints to the company, CVS strives to offer solutions.
If you are reporting your complaint in-store, the staff or store manager can either offer a solution immediately or give you directives on how and when the matter will be handled.
Similarly, calling the store will give you immediate responses.
However, if your call involves a complaint about an account at the store level, the store will return the call within 48 hours.
If the call involves insurance complaints, you can expect a resolution to the complaint within 7 business days.
If you send your complaint via email, you should expect a response in about a week.
How Effective Is CVS at Handling Complaints?
With reference to review websites, CVS has been rated as poor to average in handling customers’ complaints.
For instance, Consumer Affairs offers CVS a 3.2 out of 5 rating.
Complaint Board has reviewed 23,43 complaints and offers the company a 1/5 rating since only 278 complaints are resolved while 2,065 are unresolved.
What Are CVS’ Customer Service Hours for Receiving Complaints?
CVS customer service support is available from Monday through Friday, from 8:00 am to 10:00 pm ET.
However, during the weekend (Saturday and Sunday), customer service support is available from 10:00 am to 6:30 pm ET.
During this period, you can report your complaint to the customer service desk who will advise on the next line of action immediately.
However, if you leave a message and expect a callback, you might wait for some time before you receive a response on the next line of action.
To find out more about CVS, you can also read our posts on the CVS mission statement, what is CVS pharmacy, and CVS competitors.
Conclusion
CVS is open to receiving complaints from customers and always works towards improving customers’ experiences.
Therefore, CVS customers who experience challenges at the company’s store or online platform may lodge a complaint to the store through calls, emails, or visiting their local CVS store.
