Rude/Unhelpful Staff at CVS
by Samantha P. - Posted Tue October 17, 2006 @ 12:42 PM
To Whom It May Concern:
I have been going to your store location at 511 Hollywood Way in Burbank, CA for the past three years. When I first started going, it was a Sav-On and recently it has become a CVS. Since the store has been changed to CVS, I have noticed that the overall store and most importantly, customer service at the pharmacy has been substandard.
The last two times I have visted the pharmacy, the average time to pick up a prescription that has already been prefilled is a half hour. The lines are atrocious and the attitude of the staff is that they could not care less. A month ago, I went to pick up my prescription it was not ready yet by the time I got to the front of the line. While I was annoyed that it was supposed to have been ready 2 hours ago, I was willing to wait for it to be filled. Instead of simply taking the next person in line, the pharmacy technetium actually for my prescription to be filled instead of helping other customers in the mean time. This created an even larger backup in the line.
It was not until last night, that I have decided that I am never going to do business with CVS again. I had just come from a doctor's appointment with a new prescription. I figured that I would fill the new prescription and while I was at it, renew my old one. I walked into the store at approximately 5:40 PM. When I got to the drop off section there was only one person ahead of me, it still took almost 15 minutes for me to be helped for my prescription to be processed into the computer. I was told it would take 30 minutes.
Twenty-five minutes later I decided to stand in line since the line had 10 people ahead of me. Twenty minutes later (forty minutes from the time my prescription had been entered into the computer) I arrived at the top of the line. My prescription was not ready as promised in 30 minutes. 10 minutes later it was ready and I gave them my new insurance card as I just had changed health insurance plans. The gentleman who was helping me, I did not get his name but it starts with an H typed it in and them stated, "this coverage was terminated" your total is $89.00. To say the least, I was stunned given the fact that this was new coverage. I asked him to type it in again or speak to someone else and he refused and again reiterated that I had to pay $89.00. I told him I was going to call the number on the back of my card and get this straightened out. He sighed and told me he was putting my prescription back onto the shelf if I wasn't going to get it. He seemed disinterred in the fact that this was a serious problem and I was trying to get it solved.
I stepped out of line and called my insurance company to confirm that my prescriptions were covered and that my policy was not terminated. They confirmed this. I stayed on my phone, while I went back to the counter and asked them to reenter the information. The gentleman at the counter said again that it was terminated. I asked him to speak with the agent I had on the phone, he finally agreed and from what the agent told me later, he was typing it in wrong. He did not even apologize as he bagged my prescriptions for the misunderstanding or his behavior.
By the time I walked out of CVS it was close to 7 PM. I had wasted over an hour filling routine prescriptions that should not have taken that long. I feel like the staff attitude at the pharmacy was poor and unhelpful. This location at CVS is very convent for me however after this experience I will be taking my business elsewhere. I would like CVS to work on its staff training and have their pharmacy staff develop some basic customer service skills.
I look forward to hearing from you within 10 business days.