UNACCEPTABLE COMMUNICATION & DENIAL OF PHARMACIST ACCESS I attempted to reach a pharmacist via phone, but I was explicitly told by the front desk that the pharmacists "requested not to be forwarded calls anymore." My multiple voicemails, regarding my medication, went completely ignored. This is not just a customer service issue; it is a violation of California Code of Regulations (Title 16, § 1707.2), which mandates a pharmacist's duty to consult. By blocking phone access, this location is choosing convenience over patient safety and ethics. This pharmacy invites medical malpractice and professional misconduct claims. PATIENT RIGHTS: IF YOU HAVE BEEN IGNORED If you have been harmed by this pharmacy's lack of communication, know your rights under California law: THE 10-MINUTE RULE: A pharmacist must be available to speak to you within an average of 10 minutes. ONE-HOUR CALLBACK: If they cannot talk immediately, they must schedule a return call within one business hour. RIGHT TO CONSULT: Patients have an absolute right to an oral consultation "in all settings," including over the phone. If they fail to meet these standards, they can be reported to the California Board of Pharmacy. If their refusal to communicate leads to a medical error, you may be entitled to compensation for professional negligence. ---------- HOW TO FILE A FORMAL COMPLAINT WITH THE CALIFORNIA BOARD OF PHARMACY: It takes 3 minutes to hold this CVS legally accountable: Go to the the California Board of Pharmacy website at www.pharmacy.ca.gov Locate the Form: Click on "Consumers" and then select "File a Complaint". You can fill out the form online instantly. Provide the Details: Pharmacy Name: CVS Pharmacy #09689. Address: 950 W Foothill Blvd, Monrovia, CA 91016. The Violation: Specifically cite CCR § 1707.2 (Duty to Consult) and mention that your voicemails were not returned or front staff refused to connect you to a pharmacist. ------------ I have moved my prescriptions elsewhere. WHERE TO GO INSTEAD AMAZON PHARMACY: They offer free home delivery and an "RxPass" that is often cheaper than insurance copays. To switch, just hit "transfer" in their app. VONS PHARMACY (Monrovia): Located on Foothill. It is much quieter, and the pharmacists actually communicate with patients. PAVILIONS PHARMACY (Arcadia): Offers a professional, calm atmosphere with a focus on service. PAX PHARMACY (Duarte): They answer the phone immediately and often provide free local delivery because they value your business. read more

Please note: I've been a customer at this location since 2020 (photo evidence attached). However, I seldom write reviews. Good or bad. Over the years I've come to depend on the professionalism and care the staff provides at this location. True compassion amongst the entire staff and pharmacy. In the midst of the current Los Angeles labor strikes, I wanted to do my SMALL part in supporting our quaint township. Therefore, any positive review I provided this CVS would be incomplete without mentioning Darleen. Over the years, I've noticed the attentiveness and humanity she displays to customers...even under pressure. She is truly a pillar of our community and for that reason I say thanks! FIVE STARS read more

CVS Pharmacy - Photo evidence of my patronage since 2020. - Drugstores Near Me - Monrovia, California

My mother went to this location to pick up her COVID medication. She was wearing a mask and had sanitized her hands before approaching the pharmacy counter. Despite this, she was treated extremely poorly by the pharmacy staff. She was abruptly told she could not be inside and was forced to leave the store and use the drive-through pharmacy instead. The employees' behavior was unprofessional and demeaning. They looked at her with visible disgust, grabbed the payment from her using a paper napkin, and refused to accept it directly from her hand. Their reactions made it very clear they were uncomfortable and repulsed, and they did not make any effort to hide it. This experience was humiliating and upsetting, especially for someone simply trying to obtain prescribed medication while following safety precautions. Patients picking up COVID-related medications deserve respect and basic human decency, not judgment or mistreatment. read more

This CVS pharmacy is the fastest and best run pharmacy in the area. The people behind the counter will jump between two registers and help two people at once do get people out of line faster. Whenever I leave a message they always call right back. While there new corporate AI phone assistance sucks this store is really good and always has at least 4 or 5 working to fill prescriptions. I can see a huge staffing difference between this CVS and the Wallgreens down the street. Night and day difference between the two. read more

The customers ahead of me were rude and entitled. Each staff person (3 took turns addressing the issues) greeted them pleasantly and offered resolution to each issue raised. The customers repeatedly blamed and scolded staff. Throughout the exchange staff was patient and result oriented. When it was my turn at the window, I cheered, clapped and congratulated everyone for the great job they did. read more

Pharmacists and pharmacy workers always pleasant, despite being perpetually busy. With the closure of RiteAid, this pharmacy is even busier. Props to these men and women who must deal with the impatient public. read more

This CVS has seriously gone down hill, especially in the last 4 months or so. The store is grossly short staffed. It seems that the corporation has decided that all customers should self check out while their single employee on shift can answer questions, clean aisles and stock shelves - under what appears to be great stress. It's a huge store! I have seen this over and over again. All registers have a sign that say it's closed and go to the next one. There is no assistance for disabled patrons! The pharmacy no longer even answers the phone at all. After listening to a long run around on their phone tree you learn that you have to leave a message and they might call you back. Even their own specialty pharmacy can't get a hold of anyone in what was deemed to be an urgent matter by CVS speciality pharmacy staff. The pharmacy staff also seems to be consistently rushing at levels that do not seem to be humanly sustainable. They have no time to answer questions. They are frequently staffed by temporary people from other locations, or by people who don't normally work at this locale and don't expect to return to work there again, so they don't have any answers and don't seem to really want to put in much effort to find them. Long story short: one of their staff members made an error in checking me out and they called me and left me a message. I had so much trouble reaching anyone there that I had to visit their store on multiple occasions to try to help them fix their own error. If I don't move to another city soon, I will be transferring all of my prescriptions to a company that conducts business in a more reasonable manner. I most certainly will not be buying anything from their store again. The corporation and/or management needs to hire more people to work here and treat them better; they shouldn't be pushed around like they're robots. That kind of atmosphere affects how they are able to interact with their customers. They all seem to be pushed too hard. Watching them work like they do makes me very sad to think this is the direction our society is heading. read more

I went in yesterday and forgot to use my app but that's okay I was greeted right when I walk in and got so many good deals on left over Easter items I love the way how the employees are so helpful and kind Thank you CVS in Monrovia for all the great Deals read more

Typically, I have a bad experience at CVS. Long lines at the pharmacy AND checkout and it's difficult to get help when items are locked up. This CVS, however, was different! The pharmacy tech was so nice and helpful. Made the process go smoothly and was friendly! Thanks so much CVS fellow! read more

Really bad customer service . Really bad attitudes towards customers. Got charged twice and refused my refund.

This review is for the pharmacy specifically. This has to be one of the most incompetent group of people working together under the same roof. I also refuse to argue with two CVS pharmacy employees when I questioned them about my order not being what it normally is, am I mistaken or is it not your job to answer questions presented by the customer? Avoid the headache and avoid this particular CVS altogether. Customer service is nonexistent at this place. read more

This is my local CVS that I typically go for my parents prescriptions, some snacks, and stuff that gets put into my medicine cabinet. Prior to the pandemic, I would catch myself spending too much time here trying to see what coupons I could use with the rolls and rolls of paper coupons I would get upon entry. Sometimes, I'd walk out feeling like a million with all these extra bucks and coupons that get added on top of each other. Since the pandemic, I've obviously been a lot more mindful about the time I spend at stores. Nevertheless, this place has been relatively clean, not as crazy busy as it's been at other big box stores, and the staff is nice. You can still get cleaning supplies here and they have hand sanitizer as of the beginning of May! read more

CVS Pharmacy - Drugstores Near Me - Monrovia, California

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This used to be my favorite CVS Pharmacy. A number of the cashiers have left this past year leaving the new staff to fill in, most of whom are very young and lack customer service skills. The head pharmacist recently left as well, and the more senior and experienced pharmacy technicians also left. One particular pharmacist, H, who has been there a long time, decided to be hostile and confrontational for no reason. Seems like others have complained about this same pharmacist before. I think that whole pharmacy staff is going through some changes so be on guard if you receive a worse customer experience than what you are used to. read more

Forgot my prescription eye drops when the Eaton Fire forced us to evacuate Altadena. Two fantastic women helped me. Although the store did not have my med in stock, they worked to get my prescription transferred to another CVS in Arcadia who also deserve a shout out for promptly getting it to me. Thanks! read more

Came in for their photo printing service to create an album for our son's 1-year birthday party. Photos came out blurrier than expected and we were offered a refund. Unfortunate but was initially handled well and no problems there but as we were in the middle of waiting for the refund to process, the seemingly manager came out to start and argument with us on ordering so many photos and receiving a refund. What confused us was that the initial refund was offered by CVS and it was all going through well, but the manager decided to berate us anyways and was not involved in any situation until she inserted herself. No idea why she was so invested when we're the ones that have to now find another place to print pictures. If you have personal issues, there's no need to take it out on the customers and start an argument when all we were doing is waiting for the refund to finish processing and leave. read more

Review long overdue. As a customer for over 5 years, I can say that this pharmacy is incredibly efficient and always helpful. I pick up meds for my self and children and even if there's a long line at drive through or walk in, it typically moves along well and I've never waited more than 10 minutes even during peak busy times. The staff is always busy, but they are knowledgeable and courteous. Wonderful pharmacy. read more

The employees in the pharmacy department including all the pharmacists need some customer service training. Most customers are older seniors or caretakers of patients and usually require patience and compassion. Someday we all will go through that stage--if we are blessed enough! I witnessed rude conversation and scolding of customers while I was there. Be nice and be kind... love thy neighbors! read more

Go to another location! Unprofessional, rude, and disrespectful employee working the register on New Year's Day. She was on the phone complaining about a woman and her baby, saying the "baby was destroying the dental aisle." Really? Her voice carried and I, along with another gentleman overheard her rude comment. I was curious to the scene she painted and didn't see such thing! The baby was walking from one side of the aisle to the other with his mom right behind him. There was no disaster. She over exaggerated and lied. This Caucasian woman wearing glasses clearly doesn't like her job and is just bitter and unhappy with life. Ridiculous. read more

Went in for a OTC product it was locked up. Asked several people if I could have it unlocked. Finally someone told me the key was at cashier up front. Saw the big line one cashier and ask her if someone could unlock the locked up product. a nice lady came and unlocked it for me. I ask her if I could checked it out at the Pharmacy she said yes. I saw I guy at the Pharmacy and he said just wait in line and wait till a cashier open up . He was standing right in front of a chashier draw. So I went over to this other guy and he said you have to ring that up front. The two men at the front I found to be very unprofessional. read more

This place is ridiculous! Called 3 time and was hung up on 3 times finally got the manager and he said call back. He said his name was hike not sure if that's correct. Worst customer service. They need to have corporate look into this. read more

Needed a Covid PCR test test for travel. The good: got the result back in exactly 24 hours. The bad: I showed 15 minutes before my appointment. There were 7 cars ahead of me. One just left. It took over an hour!!! Store management needs to do something to correct this problem. It is unacceptable to make people wait over an hour beyond their appointment time. read more

If I could give zero or negative stars I would certainly do so. Recently I called in a refill and spoke to the staff who said my prescription would be ready the next day at 1 pm. I went the next day and the prescription was not ready. In fact, they weren't even processing the refill due to a glitch in their system. Today a friend went to the same pharmacy to pick up her prescription as she received a text yesterday that her prescription was ready. When she got there she was told they were out of her medication. They had no record that she had been notified that it was ready. These kind of situations have been going on for months. Today we both called Walgreens and transferred our prescriptions to them. So easy and it is such a good feeling to be away from CVS. Anyone else having problems with CVS?? read more

This review is for Covid testing. The pharmacy is fine...but we did not have a good experience with Covid testing. Took my daughter to get her test so that she could fly to Hawaii. Flight was on Tuesday so she got tested Saturday. #1. You HAVE to pay $139 for the test. I asked what the difference was between the free and $139. I was told I would get my results within 72 hours. They do NOT guarantee results, but said they haven't had a problem. #2. They do NOT email you a pdf of the results if you are under 12. (My daughter is 10, she wasn't eligible for the vax, which is why she had to get tested). They send you a text and you are supposed to call and request a pdf. To upload to the Hawaii Sage Travels Program. #3 I did NOT get the results in time. I got the text while we were flying. So that was over 72 hours. I was very skeptical and anxious, so I made additional plans. Luckily I took her to City Health at LB Airport on Sunday and got her results in 90 mins. (Plus it was only $20 and the results have the Hawaii state seal on them). read more

Ok so my car overheated while waiting for the clerk to get the name of customer in front of me right. I'm taking this as a sign from god to change pharmacy. The customer literally had to get out of his vehicle and place his driver license on the pharmacy window. It took a total of 30 mins to complete his order. By that time we had a line of 10 cars. Several times coming here they have shown no compassion or competency. I'm going to the one on Baldwin, I recommend it highly, cleaner store, well stock stored! The pharmacy clerks are friendly and very competent at what they do. Sad that having competent clerks is no longer a standard at CVS read more

I have gone to this pharmacy a few times, and ignored the reviews others have left. But today I understand why this one in particular has been rated so poorly. I needed a prescription, which had been called in early this morning by my doctor. I never heard from them, so I called as to not make an unnecessary trip to CVS. I held for over an hour and no one ever answered. I decided to go into the pharmacy, where there were 5 people, and no one answering their phones. When I arrived at the counter, I was told that the reason this prescription was not filled was because it wasn't covered by my insurance. After a back and forth about the price (which had literally doubled for no reason), they discovered they gave me a script save so I could have it come at a cheaper price. BUT, they only had 19 of the 60 needed in my order. They said I could call another CVS, bit I was hesitant because no one had answered on their phone, magically, however, the other CVS picked up after 1 ring! The pharmacist at this CVS said she put it on hold so my prescription could be transferred over. As I was leaving to go to the other CVS in Pasadena, they said unfortunately because of the type of medication they wouldn't be able to transfer it and would need my doctor to put in a brand new order at this other CVS. I walked back into this CVS, and not only were they unfriendly, unhelpful and completely uninformed, but they said they could only give me the 19, wouldn't tell me the price and told me to come back in an hour. I asked if they could please bump mine up since i had been waiting already at this point for over 45 minutes dealing with this CVS and they were unable to help me nor were they willing to give me any information that would be needed for someone picking up their medication. I would highly recommend going to any other cvs than this one. I usually do not write such lengthy or involved reviews, and not ones this scathing, but I would trust this normally polite and fair reviewer and say absolutely DO NOT GO TO THIS CVS. They are by far the worst customer service I have ever had. read more

Terrible！I came here picking up at pharmacy. Before I came I checked the schedule it shows open 10am to 6pm on Sunday. I arrived at 1:20pm but it's closed. No one is there!!!!!! I had to come back at 2:10pm. read more

CVS Pharmacy - a pharmacy checkout sign - Drugstores Near Me - Monrovia, California

5 stars for John who displayed amazing customer service his coworkers were unable to provide. I was close to just walking out and leaving all items I just took time to shop for. Management and CVS as a brand needs to be aware of which employees represent their brand in a positive way. The manager was standing right there behind the register and did nothing to interject and remedy the situation. read more

Despite the fact that this location is about four blocks away from where I work, I rarely visit here. Recently, I had a need to print some photographic enlargements. I have to say, going online, uploading my images, and picking them up in the store was a pretty streamlined experience. I found a coupon code online, and save 40%... Also a bonus. One minor inconvenience was that, upon entering the store, it was not abundantly clear if I should stand in line at the cash registers, or wait at the photo counter. After a few wondering moments, I opted for the former, and it turned out to be the right choice. Lucky me. The usual fare at any other CVS can be found in the store. The larger parking lot adjacent to foothill Boulevard is also pretty convenient. You might want to be careful however exiting, as cars get moving pretty fast on the street there, and the stop light at the corner of foothill and sometimes prompts people to race through the yellow. read more

CVS Pharmacy - If your line is a long wait... Maybe not the best visceral-reaction mascot? :) - Drugstores Near Me - Monrovia, California

Called the pharmacy twice yesterday and today. Nobody pick up the phone Very few of the staff are helpful. read more

This review is for the pharmacy's handling of the COVID vaccinations. My son went to their website to schedule his first dose. It showed which pharmacies had availability, and this location was closest to where we live in Glendale. After answering a few questions, he was able to schedule an appointment (from a range of times) within 4 days as well as for his second dose. The day of my son's appointment, he stood in a short line and awaited his turn. He notified the tech that he did have an allergy to fish, and was advised to wait 30 min (typically 15 min) to observe for any adverse reactions before departing. There were chairs spaced out along the aisle. Overall, the entire process from scheduling to day-of vaccination was easy and very efficient. I highly recommend going to your local CVS for your vaccine. read more

This is the rudest and most inconsiderate pharmacy. They close early before the posted closing time. Absolutely unbelievable. They had 6 employees standing around doing nothing 5 minutes before 6pm and refused to let me pick up my prescription because they said they close at 6pm. They are apparently too stupid here to tell time. read more

I love my local CVS! Everyone friendly here and they carry some cool things. I love grabbing gift cards here and a card for birthdays etc. it's a quick convenient store to go in and out of. I always have had a good experience great experience here. read more

I have to put in a positive review for this CVS because Kathy is so accommodating and helpful, always has a positive and kind attitude, even if there is a line of people waiting. I came here a couple times for passport photos and she is always so patient and helpful, even though this place is always so busy, she takes the time to help each individual customer as much as she can. These ladies working at CVS are just so hardworking! read more

If I can give a zero rating I would. I visited the store today 10/21/23 I think it ridiculous that the store manager does shut down his store if he knows the system is down?! We were giving him alternative options and the manager in charge was extremely rude expressing himself with such attitude. I understand he probably got the same questions over and over but he needs to understand that he dealing different people. if theres "nothing he can do" then why have the store open at all. The system is down ghats okay if he doesn't want to deal with the same questions then great simply close the store. read more

Terrible service. I was not notified of a prescription that was expired. This is the third time it has happened in less than a year. Pharmacist lacks communication skills. Where's the work ethic?! read more

Terrible customer service. Absolutely no friendly staff. Very rude customer service. Terrible attitude toward to customer. Very unprofessional service. Worst store in the area. read more

This place looks like a complete and total dump. If you're the manager of this location you should be fired immediately. It looks like it has not been properly cleaned and organized in a long time. Every place you look in the store is completely disorganized or flat out dirty read more

If you need to get your passport photo, go ahead and take it at CVS Monrovia and look for Ms. Joann! She is awesome, she helped me throughout the process, from taking my picture and my dad's picture, and making sure that all criteria was approved using the biometrics category. Shes very friendly and very knowledgeable of her work! Awesome costumer service indeed! Thank you Ms. Joann! read more

If I could give this store a lower rating I would! I just received the worse customer service ever! I went to return my local store 5 minutes from my home to return an item that I purchased two days ago. I had the receipt, the item was in its original packaging and the sales associate told me she couldn't figure out how to do the return on this item and that I'd have to travel back to the store I purchased it from to get a refund! This is the most ridiculous thing I have ever heard! CVS is a national chain. They are able to fill prescriptions at any location why can't they figure out how to work the register to do a return?! This is not the first time I received horrible customer service from this location but I can tell you it will be the last time I shop there. Train your employees!!!!! read more

Horrible service. I understand they're busy, but getting medication for my elderly parents should not be this complicated! The first time I went, they said it wasn't ready. Then it hey said it is, then they said it not!! The second time they couldn't find my mom's insurance. Not apologetic at all and couldn't care less if old folks go without medication. read more