Rude Employees and Inadequate Service

On April 8, 2008, my Physician faxed a prescription to the CVS Pharmacy at 511 Hollywood Way, Burbank, CA 91505. After a couple of hours I called to verify that the prescription was ready for pick up. Harut advised that it would not be ready for 45 minutes. I explained that the prescription had been there for more than two hours and was promised that it would be ready in 20 minutes. Very rudely, he said that he didn't know whom I spoke to but that they had customers and couldn't just fill my order. Being a customer myself, I was very offended by his attitude and response. When I requested to be transferred to the General Manager, he simply hung up. I then called the main store number and after being on hold for more than 20 minutes and transferred to four different people, none of which was the General Manger, finally got Glenda who advised that the General Manager, Paul, had stepped out. Although, her first day on the job, Glenda extended more assistance and courtesy than their more veteran employees.

On April 9, 2008 I sent a letter to a Mr. Todd Dobson, District Manager for the Burbank Area. To date I have not received a reply.

On April 28, 2008 I sent an email with the an attachment of the letter to Mr. Dobson and advised that he had not replied. On the same day I received a reply to that email from Joyce L. Davison, Customer Care Department who advised that the complaint had been forwarded to their Store Customer Relations Department.

Finally, on April 30, 2008 I received an email from Lisa, CVS Pharmacy Customer Relations Representative advising that my complaint had been forwarded to a Mr. Treymayne Trail, Area Pharmacy Supervisor and that he would follow up with me directly within 48 hours. Not surprisingly Mr. Trail never contacted me so on May 16, 2008 I followed up with an email to Lisa advising that Mr. Trail never followed up with me, as promised.

On May 19, 2008 Mr. Trail finally attempted to contact me and left a voice mail message for me to contact him at (502) 552-6434 to discuss my complaint. I called Mr. Trail the following day, as per his instructions, received his voice mail and left a message for him to call me. Additionally, I followed up the call with an email to Mr. Trail but have not received a reply.

I am disappointed that CVS has such little regard for its customers that the employees feel comfortable with blatantly being rude and disrespectful and the Corporate Level reiterates that behavior by failure to follow up regarding a complaint.

I have taken my business to their competitors and have advised my family, friends, associates and employees to do the same.