Letter sent to President & CEO
President Merlo, Executive Vice Presidents, and Board of Directors:
I am writing to provide my family's experience at one of your pharmacies, on 3 separate occasions - with the most recent completely throwing me over the edge. I am only referring to the pharmacy, not the store, located at 13098 Publishers Drive in Fishers, Indiana (Store # 4982).
I'll start with our most recent experience on Sunday February 21st, 2016. We arrived at the drive thru to drop off our prescription at 5:51PM local time. The pharmacy's posted store hours showed the pharmacy closing at 6:00PM. The employee who opened the window stated that they were getting ready to close and didn't think they would be able to fill our prescription. I informed the employee it was 9 minutes before their scheduled closing time and that it would need to be filled. My wife chimed in and stated she didn't have a great experience the day prior and hoped they would try to rectify that by getting this prescription filled. In addition, I stated that our prior experience with this particular pharmacy has not been very good at all.
A few moments later she returned and said they would get the prescription filled, and then we waited. We waited for approximately 4 more minutes when a different employee came back to the window with our prescription. The first thing she said was "If you're not a fan of CVS why did you come here?" I responded with our pediatrician was located nearby and wanted to get the prescription filled before all of the local pharmacies closed. I then turned to my wife and asked "Who asks that type of question," which the employee could still hear. She went on to say she just wanted to know why we would choose their location if we didn't have good experiences. I then stated this is the exact reason why we haven't had a good experience - poor customer service. She then said that they have never heard that before. I asked her to go take a look at the reviews online.
Continuing our conversation, the second employee to speak with us on this day stated (as she handed us the prescription) that they would never rush another prescription because of possible errors it could cause, especially for a child. I told her not to worry because there would not be a next time.
There are several things wrong with her last statement. 1.) The Rx was not rushed as it only took 4 minutes to grab the liquid bottles off their shelf and put the Rx label on it. It took a total of 4 minutes! 2.) She emphasized the "Child" part of her statement, implying that it would be ok to rush an adult Rx, as if there were a difference. 3.) We still arrived prior to the scheduled closing time, and left with our Rx 3 minutes before 6:00PM.
The pharmacy staff decided that would be their last Rx for the night as they closed the window and blinds as we drove off, again 3 minutes before their posted closing time.
Our 2 other previous experiences can be summed up together - rude, rude, & rude! No customer service qualities with anyone we have interacted with there. No "Hello, how are you?" No "May I help you?" No "What can I do for you today?" It's always, "Insurance card....date of birth, etc."
I do not expect anything to change, but I wanted your corporate team to be aware of YOUR brand in front of YOUR customers. I will be sure never to visit this location again, and would go out of my way to ensure I never get another Rx filled at any CVS location. I am appalled by the way my family has been treated by YOUR staff and please be assured I will let everyone that will listen know about our experience with YOUR store. I only wish I could have gotten the names of the staff we interacted with yesterday, but unfortunately I will not be returning to get their names either. read more
