I had an extremely frustrating and disappointing experience at the CVS Pharmacy located at 598…read moreMerrick Road in Rockville Centre.
Earlier today, my doctor sent in three prescriptions. When I checked my patient portal, only two appeared to be available at this CVS location. Unfortunately, this has become a recurring issue, as this pharmacy frequently seems to be out of stock of commonly prescribed medications.
After leaving my doctor's office, I transferred my prescriptions to another CVS location because I wanted to ensure all three could be filled together. Shortly afterward, I received a call back from a gentleman at the Rockville Centre CVS who informed me that although two prescriptions had been canceled, he was able to retrieve them and told me to come to the store to have them filled. I confirmed the address with him and drove there.
Upon arrival, I approached the pharmacy counter and provided my information to a young woman working there. She briefly checked and immediately told me, "We don't have anything for you." I explained that someone from that very pharmacy had called me and instructed me to come in because my prescriptions could be filled. She checked again and simply stated there was nothing they could do. She then walked away while I was still speaking.
What was most upsetting was not the prescription issue itself, but the complete lack of customer service. At no point did she attempt to investigate what had happened, contact another CVS location, locate where my prescriptions may have been transferred, or offer any explanation. Her tone was dismissive, short, and rude. I felt as though she simply wanted me to leave.
A pharmacist who appeared from behind the counter ignored my concerns entirely and began assisting another customer when I questioned the way I was being spoken to. When I requested a manager's name or ownership information, I was told to "go online and call corporate."
I then went to the front store manager for assistance. He walked back to the pharmacy with me and requested information on my behalf. At that point, Pharmacist Umar reportedly shouted from across the pharmacy, "That's all we have. Tell her to call corporate. We're not giving her any information."
I was shocked by the lack of professionalism. I felt dismissed, misunderstood, disrespected, and treated as though my concerns did not matter. To make matters worse, while I was standing there, I overheard the same employee offering another customer assistance with transferring prescriptions to their location. When I asked why that same courtesy wasn't extended to me, I received no meaningful response.
After leaving upset and confused, I visited another CVS location. The staff there quickly located my prescription, explained what had happened, transferred it appropriately, and filled it without issue. The entire situation could have been resolved in minutes had someone at the Rockville Centre location been willing to listen and help.
No customer should be treated this way when trying to obtain prescribed medication. I expect better communication, professionalism, and basic courtesy from a pharmacy entrusted with people's healthcare needs.
