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September 2025 by Brett Campbell
CVS deserves 1 star because they don't reliably provide essential medications to their customers and are indifferent to the consequences of their policies. No effort has been made by CVS to remedy these issues and the only real option is switching to a competitor or using a mail order pharmacy instead.
I just visited my local CVS at 344 Great Road in Acton, MA (store 654) to pick up a prescription. The medication is necessary to treat a serious medical issue, and we work hard to make sure that we have an uninterrupted supply of the medicine.
The medication is enrolled in auto refills, and I called the pharmacy 2 weeks and 1 week before we ran out of the medicine. I was told that the medicine would be available for pick up on September 18, 2025. I called the morning of September 18 and was told that the prescription was in process of being filled and would be ready for pick up on September 19. That same day, I received an automated text message that the medication was out of stock, which unfortunately happens frequently with this medication at CVS. Once I received this text, I called CVS and spoke with the pharmacist. She told me that a partial quantity of the medication was available, but the remainder would be in stock by September 19, 2025. I visited the pharmacy on September 19 after 12:00 pm as directed and was provided only with a partial quantity instead of the quantity ordered by the physician.
I asked the pharmacist why the full prescription wasn't available, and I was told that although the prescription is enrolled in auto fill, the pharmacy doesn't review the prescription order until the day it is due for refill. If the drug is available, the prescription is filled from the store inventory. However, if they don’t have sufficient inventory, they order the medication for delivery the next day. Unfortunately, CVS frequently can’t receive orders within 1 business day for marketed pharmaceuticals.
This was not a one-time occurrence. It's happened many times over 3 years with CVS. Sometimes we don't get medication before we run out and go without treatment for several days and experience sometimes severe symptoms.
I complained to CVS corporate and received an email response saying that CVS is committed to serving the needs of their customers. However, they make no changes to how they do business and there are no repercussions for those employees who don't do their jobs - they are just worthless platitudes. Although I was surprised by the callous indifference of the pharmacist to the situation, I believe that she is simply following CVS policies.
I hope they never have to experience the feelings of helplessness and frustration that you can't provide a loved one with the care they need. There are real people who depend on these medications being available and CVS has failed time and time again. Compounding this, the pharmacist and staff simply don't care.
CVS is really the only retail pharmacy in the area, which is why we continued to use them despite the issues we've experienced. It's now clear that we need to transfer our prescriptions to a mail order pharmacy.
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September 2025 by Susan Zellmann-Rohrer
Worst customer service in the galaxy perhaps but certainly in this metrowest area. I diligently schedule an appointment for a flu shot. I arrive on time. I check-in via my phone. I have a confirmation number. I go to the pharmacy consultation window - confusing as the advice is - to announce myself and wait. The pharmacist tells me to go to the Minute Clinic. I wait until the Minute Clinic nurse has served two folks with appointments later than mine. Then am told that that nurse has no record of my appointment but she'll 'work me in'. THEN the pharmacist calls my name and tells me my flu shot is in fact at the pharmacy. And then, when I allow that I am annoyed by this confusion the pharmacist asserts it is my fault for not asking her at the right window. The right window? When she was standing 4 feet from me? Post shot, I. AM.VERY. ANNOYED. and put my shirt back on my arm AFTER which the pharmacist announces that the site is bleeding outside of the bandaid she put on and my expensive STIO shirt has blood stains. Wow. This is a sorry place. However CVS information systems seem neanderthal at best. Would hope the humans make that experience better but they make it worse. Shame.
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July 2025 by Salma Saad
I received my medication twice with a count that was less than what was prescribed—specifically, 8 bills less each time. I initially contacted my doctor, thinking it might have been an error on their end, but they advised me to check with the pharmacy.
When I spoke with the CVS staff, they were very defensive and showed me a picture of the bills, which matched the correct count. However, the actual medication I received was consistently short by 8 pills on both occasions. I requested an investigation into this discrepancy, but instead of addressing the issue professionally, the staff became rude and defensive, implying that I was lying.
This was not only offensive but completely unacceptable. I paid for the full amount of medication both times and was simply trying to understand what had happened. I also spoke with both the employee and the manager, but they seemed more concerned with defending their team than resolving the issue or providing customer support.
Overall, I am disappointed with the lack of professionalism and the dismissive attitude I encountered. I believe a proper investigation and respectful customer service should be a priority, especially when addressing concerns like these.
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May 2025 by Leslie A. Miller
I found things.
Get rid of all the buy one./get one for half price tags. Just lower prices.
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April 2025 by Lexy Jeon
They have great pharmacists there and the technicians. They always remember my name and provide such a great customer service experience. The store employees (cashiers) are so nice and they also provide great customer service as well. I always go back to this store.
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January 2025 by Scott Chapman
Richard the man behind the register help me out immensely the manager needs a talking to we were buying this a clearance item in which we purchased 1 previously at 75% off and the manager tried charging me full price knowing is a clearance item but Richard was a great cashier and knew the truth and this is actually going to a nice young lady struggling and this will make her day better basically what almost happened was a manager was going to reverse the 75% off in which corporate CVS makes that call so Richard thank you and big burly man we will pray for you because you need help
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October 2024 by S O
Visited the minute clinic. Made an appointment online. Was seen by the NP Joan. She was excellent. Professional and courteous. A great experience. Also the medicine she prescribed was ready at the pharmacy there in 15 minutes. Pharmacy clerk was polite and helpful.
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January 2024 by Shauna Marie
This cvs always has helpful, friendly employees! They always have what I need in stock.
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December 2023 by Nicole Diaconis
Worst cvs EVER!Never goNo product and staff is HORRIBLE
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September 2023 by Rob Almeida
If I could do zero I would.I feel this store has a double whammy of terrible service. Some of the pharmacy staff is rude, we had prescriptions that were either held up (not telling us why) or they never called/texted to confirm that they were filled, forcing us to go back to our provider to get another script filled. The other piece is the minute clinic. I specifically told the Nurse Practitioner what my issue was and why it happened (a poison ivy reaction) and what I needed for medication (not my first time getting this). In her assessment I was past that allergic reaction.....I took her word for it a week later I ended up in the ER with my leg swollen and given medication I had expected to get to treat the reaction, within 3 days I was fine.
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September 2023 by Malcolm Eaton
The head pharmacist has definitely got an ego issue.
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August 2023 by Pamela Panico
This is the worst pharmacy I've ever used. There super slow or super rude. It was my first time using good rx so I didn't know exactly where to find some stuff on the app and I told her the wrong price which was only 2 dollars and change difference she was super rude. I then had a question if she knew why one of my medications was not covered she legit walk away from me and that was it. I'm getting whatever I have there and I'm never returning to that pharmacy. I'll drove the extra 10 minutes versus a 1 minute drive.
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July 2023 by Anuj Bhatia
Small store
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July 2023 by M
Dont bother having your doctor send prescriptions there, they don't seem to be able to even enter the info for a refill to begin......waited 7 days assuming that they were swamped and behind. Instead was told there is no record of contact from my doctor and that my doctor cannot be found in their search. *eyeroll* this is why i dropped CVS 3 years ago. PS all your info after 2 years of not using them is erased, except they somehow can tell you what state you lived in over 6 years ago.
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February 2023 by Sarah B.
Yesterday while I was waiting for a prescription to fill, I overheard a store manager on his phone. I was looking for probiotics and was standing not too far from the check-out counter (but not exactly right next to him, either). It was not difficult at all to overhear him, as he was talking ridiculously loud, almost as if he wanted everyone to hear him. He was complaining in a grandiose tone about problems and inconveniences caused by people he works with. He didn't use names but did use a smattering of very inappropriate language; the entire display he put on was completely inappropriate and felt very uncomfortable. I'm glad my children were not with me at the time.
