CVS Complaint - Unsatisfactory customer service at CVS Pharmacy store # 2361
MIDDLETOWN, NEW YORK -- Today April 1, 2008, I drove to the drive in window to drop off my prescription I gave the technician or cashier Kim my insurance card and prescription after she never said hello, good morning or the most positive customer service greeting a smile. She took my card and prescription and said one moment then walked away, she came back a few minutes later and asked me, "Have you been here before?" and I replied yes and she asked me my date of birth then said "30 minutes". I asked her for my card back because I had to go to the doctor and she just handed it to me then I drove off.
I got back ten minutes shy of two hours, and Kim said "I asked you if you been here before and you never was here because your not in the system". So at that point I realized my prescription was not filled and I was pissed. I told her perhaps when I gave you my information you should have looked it up in the system because I was there before and have been filling a different prescription every other week. Then the pharmacist [snip] rudely interrupted and told me "...look we are busy and we deal with over 200 customers..." then I interrupted him because I am one of CVS's customers and I will not tolerate being talked to or treated in that manner. I advised him the problem is when I handed Kim, who refused her last name, my insurance card and prescription she should have checked in the system to see if I was updated because if I was not in there it could have been corrected before I drove off.
Because yes I was there at the pharmacy before and have filled my prescriptions in the past there but everything was in my maiden name. So if she would have checked the information (insurance card, prescription and CVS computer system) while I was at the drive up window and told me she didn't see me then that would have flagged my memory to advise her it was under my maiden name and this whole thing could have been avoided if she performed her job function. I am sick and that was the last thing on my mind,my name change, I just needed to drop off my prescription so I could go back to the doctor.
What was the purpose of me giving her my insurance card and her walking away for five minutes then coming back telling me thirty minutes allowing me to drive away, because as the customer I was left with the impression she checked everything and my prescription would be filled. Or perhaps the pharmacy should not ask you an open ended question like "have you been here before?" perhaps they should ask "are you new to CVS pharmacy?" If yes complete everything in the system. If it's no then the follow up question should be "has anything changed with your insurance since the last time you filled a prescription?" then I could have told her to update my maiden name to my married name and they should definitely check the computer system before the customer is told 30 minutes to an 1 hour and leaves. Or the most important thing is don't skip looking up the customer in the CVS database and whatever prerequisites are required prior to the customer leaving.
It is not my problem that they are dealing with over 200 customers and the last I checked it should not be a problem but a privilege for CVS Pharmacy store #2361 to be dealing with 200 customers and they should not make their customers feel like its a problem to deal with customers. When I brought up my concern to the pharmacist [snip] he told me that it was my opinion and although I didn't tell him it is not an opinion it's a fact that Kim did not perform her job correctly because she was too busy trying to rush a customer out of her face instead of dealing with me,the customer, correctly during our first point of contact. This isn't the first time this has happened at CVS pharmacy, they have a habit of filling prescriptions incorrectly and not completing the correct dosage of pills as prescribed by the doctor. Enough is enough and they need to slow down and do things right and I am tired of being the silent angry customer.