CVS

I am writing to lodge a formal complaint in regards to the incompetent and disrespectful way my calls to the CVS were handled today. The store in question is the one on Main St., in Watertown, MA.

I called at 3:30pm to find out if psyllium husk interferes with the absorption of certain medication and supplements. I pressed 1, then 7 to speak with the pharmacist. I was on hold for 20 minutes before someone answered. I relayed the question. She said she would get back to me. She never did. Instead she left me on hold for almost 15 minutes, until 4:04pm, then disconnected the call.

So I called the store. The call was answered by Mitchell. I explained the situation, that I was on hold for 34 minutes then disconnected. I asked him to relay this to the pharmacist and ask them to take the call. I said because I was on hold for so long I am probably next in line in the queue. I should not be put at the bottom of the queue, my call should be answered based on the original call time of 3:30pm. He said he would walk over to the pharmacy and relay this and would come back on the line to let me know.

However he did none of this. Instead he transferred the call to someone by the name of Milondi. I explained the situation to her but she responded in a clueless manner saying all she could to was transfer the call. None of the points I made seemed to register with her so I asked her to put Mitchell back on the line. Instead of doing this she left the call on hold for several minutes listening to the irritating repetitive recording over asking the same irritating question for the 60th time: "Had your flu shot yet or your Covid-19 vaccine?"

4:16pm I was still on hold. It was clear the call wasn't being transferred so I hung up and called back.

Mitchell answered. I asked why he didn't come back on the line like he said he would with the answers to the questions I asked. He didn't provide any reason. I asked him what the pharmacy said in response to the questions. He didn't have anything to say other than he could try them again. I asked him to please relay to the pharmacy that I've been on hold for over 45 now since 3:30pm. I should be next in line for them to speak with. It's not fair to put me others that called just a few minutes ago ahead of me. If they can't speak with me now ask them when they will be calling me so that I can keep my line. He said he would check and would let me know. He placed me on hold for 4 minutes then came back on the line at 4:22pm to say they'll call me when they're free.

I asked for the answers to the questions I asked. He said nothing. I asked if he relayed those questions? No response. It sounded like none of the questions registered with him. To check I asked him if he recalled what the questions were that I asked? He couldn't. All he could say was that he could transfer me to the manager.

At 4:26pm he transferred me to Luiz. I relayed to him the situation, that it was now 57 minutes, almost an hour, since I originally called. I should not have to be place on hold for another 34 minute or an hour to speak with the pharmacy. He said he would walk over there and ask them to take the call.

This was at 4:29pm. I was left on hold for several minutes. He didn't bother to come back on the line to say yes they would take the call or how long I was going to be on hold for.

10 minutes later, at 4:39pm, not knowing what was going on I hung up and called back.

Luiz answered. I asked him what was going on, why he didn't come back on the line to say what was happening? Instead of answering he said: Just give me "one second, ok" then dumped the call into hold again. I was waited again, listening to the same repetitive irritating recording asking me for the 160th time did I get my flu shot yet? To be honest, someone needs to change that recording to:

"Are you irritated yet? Are you irritated yet by this nonsensical parrot recording asking you the same question over and over again while you're on hold for an hour and 15 minutes?"

I had had enough of being left on hold so I hung up, called back and requested to speak with Luiz. Jose answered. He said Luiz was "busy". So after all this bungling around he didn't even have the courtesy to take the call to let me know what was going on.

Finally I did get a return call from the pharmacy however the continued bungling manner in which my calls were answered combined with the rude and incompetent manner of people in that store is enough to make me have nothing to do with that store again and instead switch to another pharmacy. I'm a patient person. I had no problem waiting 20 minutes originally for my call to be answered. What I take objection to however is:

The sloppy manner in which my calls were handled once someone came on the line
The lack of professional follow - through.
The complete failure of employees and the manager, Luiz, to follow through on the specific questions asked and provide responses to those questions.
Overall rudeness and disrespect in dealing with this issue.

To be honest, you can get better service at Walmart.

CVS used to have a recording that said: "Welcome to CVS where the customer comes first." The reality however is the customer does not come first. What does come first is the incompetence and sloppy manner of store employees, manager included. Sloppiness like this is guaranteed to lose that store customers.

I suggest that senior management from CVS headquarters investigate the issue and address it with the individuals named.

I will say that when Vibha, the pharmacist called, she was nice and helpful and answered my questions. However no one should have to go through the runaround described above to speak with the pharmacist. I would appreciate an investigation and response to this issue and can be reached by phone at [protected] or by email at [protected]@yahoo.com.

Regards,

Maureen O'Sullivan.