I am writing to formally express my disappointment with the customer service I received at the CVS location on Main Street, Peabody, tonight. As a long-time customer of this pharmacy for over 10 years, I am deeply concerned about the lack of professionalism and empathy displayed by the pharmacist on duty, Drew.
Over a week ago, I requested a refill of my diabetes medication. When I checked the CVS app to monitor the status, I saw that the medication was out of stock. I left a voicemail requesting an update but never received a call back. Today, I finally managed to speak with a pharmacy staff member on the phone. When I explained that I was calling to check the status of my medication, the pharmacist, Drew, asked if I was a prescriber. When I clarified that I was a patient, he said I must have selected the wrong extension, instructed me to hang up, call back, and leave another voicemail.
I explained that since we were already speaking, I would appreciate it if he could provide an update on my medication. Drew insisted I follow his instructions and call back, despite already being on the line. His refusal to assist me and lack of courtesy were frustrating.
When I asked for his name, he identified himself as Drew. I decided to drive to the pharmacy to address the matter in person. Upon arrival, I found no one at the drive-thru or the pharmacy counter, but Drew and two other staff members were behind the counter. I expressed my dissatisfaction with his handling of my call and his lack of empathy. Rather than addressing my concerns, Drew told me that I had insulted him and ended the conversation abruptly.
As a pharmacist, Drew failed to demonstrate basic customer service principles such as empathy, professionalism, and problem-solving. At no point did he ask for my name, inquire about my medication, or attempt to assist me. What if I were an elderly person or someone without the means to drive to the pharmacy? The lack of responsiveness and dismissive attitude could have had serious consequences.
After years of relying on this pharmacy for my healthcare needs, I am disheartened by this experience. It is unacceptable for any customer, let alone one with a chronic condition like diabetes, to be treated in such a way.
I believe that CVS must take steps to ensure better customer service at this location. Pharmacists are entrusted with the care and well-being of their customers, and Drew's behavior did not reflect this responsibility. read more
