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Reader Kyle says these photos were taken yesterday, 10/29 at a CVS in Arlington, VA.

(Thanks, Kyle!)

Here is some information you might find handy.

Call 401-765-1500 and press #

This will get you into the Company phone directory. All you have to do is say the name of the person you want to call...including the CEO (Tom Ryan). You wont get him, he has 2 dedicated secretaries, but it will get things moving along.

Also, if the people being "nasty" are pharmacists or in-training, the worst they will get is a slap on the hand. There is a lack of pharmacists in the country right now so no-one will get fired.

The most customer service can authorize is a $25 gift card. That is hard-coded into the system. The only person that can go over that limit is the District manager. You can usually find their name on the main store door (should list the manager and DM).

If you need a list of CVS executives to navigate the directory, check here.

His response was "Whatever, somebody needs to come deal with this because I'm about to go off..."

"You're about to 'Go off?', I asked him."Do you really think that's the best thing to say to a paying customer?"

And at this point, with his back turned to me, the young man muttered "Fucking AIDS freak."

Read J's full story of how it got to this point, and CVS' meager response, below.

Here's J's full email, for those of you who want a more detailed story:

In what has been one of the most horrifying experiences of my entire life, I have had a dreadful recent encounter at my local CVS. Ironically one of the other worst customer-service related mishaps I've ever had was at a CVS as well, though not the same one...

I was in my local CVS in Philadelphia getting my partner's prescription filled. We are a gay male couple and my partner is HIV+. The medication, Atripla, is HIV related. We are both currently on a medicaid-related health insurance plan, a situation that is new to us and directly related to his current health issues.

I had in hand a coupon from the local paper that awarded me a $20 gift card if I transferred a prescription to CVS. I had actually used the coupon the day before for another prescription, as it says you can do use it multiple times (just not on the same day.)

On this particular day they were having a very hard time getting through to the other pharmacy to put the transfer through. The staff was also particularly snide and unpleasant; more so than usual, at any rate.

After the fiasco of getting the actual transfer put through, when the young man attempted to ring me up and process my coupon, something went wrong in the computer. Another employee came by to try and figure things out, and they determined that the coupon was not acceptable for those with Medicaid.

I got a little agitated because they weren't being particularly polite about it, and I tried to explain that I wasn't specifically on Medicaid proper, but on a related plan. I also pointed out that I had just used the same coupon the day before. They then called over another young man who was apparently a manager. His actual position in the store is still up for debate; he appeared to be a front-of-store manager who was doing some work in the pharmacy area.

He walked into the situation with an extremely aggressive attitude. He wouldn't allow me to actually SAY anything or discuss the situation with him, and it was clear he was taking an "I know what I'm talking about, I know what you're up to, and I'm going to nip this in the bud" kind of stance with the whole thing. I was getting impatient, embarassed and frustrated. The whole of the staff back there were just glaring at me, and I was extremely perturbed.

My inclination in these situations, which seem to happen more frequently these days, is to try and be rational and direct without being rude. I said to this young man "You know what? I don't think you're handling this very well or being very polite, and I'd like to speak to someone else about this."

His response was "Whatever, somebody needs to come deal with this because I'm about to go off..."

"You're about to 'Go off?', I asked him (probably exacerbating the situation, I admit.) "Do you really think that's the best thing to say to a paying customer?"

And at this point, with his back turned to me, the young man muttered "Fucking AIDS freak."

I have to be honest with you: I'm 30 years old, and in all of my adult life - with all of the bigotry and hatred I have encountered in various forms and situations - this was the absolute most shocking and flabbergasting thing that has ever happened to me.

It was one of those situations where I was so stunned and slack-jawed that I had no real faculties to handle the situation. It's the kind of anger that silences you while your body tenses up and you try to control the shaking that's coming from the inside out.

By this point a woman, the manager of the pharmacy, had approached me and asked - stone faced - if she could help. I told her that if her employees felt comfortable speaking to customers they way they just did, and in her presence, that I didn't think she COULD help because obviously they felt doing so was okay. I asked her to void my prescription transfer and I left.

When I got home I immediately called a different CVS location and asked for a number to call to file a complaint. I called a local "headquarters" number and left a complaint on a voicemail for a district manager. I also called the general 800 number for CVS and left a complain with the customer service person. I was told the general manager of the store, Anthony, was on vacation until Monday.

On Monday, Anthony did call me back. Our conversation was brief and typical of what I expected. I was told that he would investigate the situation, and that if what I described did, in fact, happen, it would be dealt with. But that basically he couldn't promise anything other than that if I ever came into the store again and something similar happened, I should ask to speak to him directly.

I can tell you now that nothing really came of the situation. The young man still works at that CVS, and I have done my best to simply not go there anymore. As it is located only 2 bocks from my apartment, and is the only 24-hour estalishment in the area, I do still go occasionally, hating myself every step of the way.

I don't know what I expected CVS to do. I suppose - and I say this laughingly - an apologetic gift card might have been nice. But the real point is, is there any real resolution to a situation like this? Other than having the guy on video or audio tape, he's obviously going to deny that it happened, and his co-worker chums - presuming they heard what he said (as that one part is probably the only "fireable" part of his lousy customer service) - didn't seem the types inclined to get involved.

There's no real great way to wrap up this report. I guess the great lesson is, people can still be complete douchebags, and sometimes there's nothing you can do about it.

J, you may want to try writing a complaint letter and mailing it to the executive headquarters in Rhode Island—here's a list of their executives. (We looked for executive phone numbers and email addresses in their SEC filings, but couldn't find any.) Some people will never stop being complete douchebags, but it's likely your complaint never made it past the district manager, and since it wasn't adequately resolved at that level, you should take it higher.

(Photo: Getty)

At a local trip to the CVS by Rancho Bernardo High School I was appalled to discover the low regard for customer service. When you walk in there is a line where they segregate teens from adults. They allow the adults to just walk in while teenagers have to wait in a long line where only two can go in at a time. The whole time this lady and a security guard stand there while they sneer at teens. When asked about the policy and they commented that it was to prevent shoplifting and that it was legal because it wasn't excluding customers it was just dividing them by age. To me it seems to be blatant ageism, which I'm appalled at. To think that you can be discriminated against by a factor you can not control angers me deeply. Bad customer service doesn't prevent shoplifting. If anything it encourages it. It's a horrible policy on their part seeing how about 50% of their customers are students. Not just that it's an unfair bias to place on high school students, as if they are the only ones who shoplift. In addition it isn't even an effective means to prevent shoplifting, monitors at door would be a more effective option that doesn't infringe upon customer service. It's unfair for teenagers to be treated as second class citizens. When a student asked an adult, who was more than willing, if she would mind purchasing an item for him the lady at the door said to "please not disturb the customers". As if discriminating against your customers isn't disturbing the customers. The local CVS has lost my business.

It's not completely unheard of for stores to restrict the after school crowd, but it's unreasonable to think that only minors shoplift. Clearly none of these teens are Consumerist readers, or they'd already be outside the store with signs proclaiming "CVS Hates Teens!" Would you shop at this store, or are you grateful for CVS keeping the teen scourge at bay? Let us know, in the comments.

(photo:foundphotoslj)

CBS explains the scheme,

To save taxpayer dollars, Medicaid limits how much it pays for popular forms of drugs. But it doesn't bother to set price-ceilings on rarely-used versions.

Take generic Zantac, or ranitidine, for example. The antacid is a huge seller in tablet form. Medicaid limits payment to 34 cents apiece.

The same drug as capsules has no price-ceiling because it was so rarely-prescribed. Medicaid pays $1.25 each. Walgreens figured it could pocket millions by switching patients from tablets to capsules.

The article also says,

By gaming the system, Walgreens managed to change over almost all Medicaid customers from cheap generic Zantac tablets to pricy capsules.

In Florida alone, it cost taxpayers an extra $1.2 million the first year.

And the pill-switching went on for several years nationwide, including other prescriptions: generic Prozac (fluoxetine) for depression, and generic Eldepryl (selegiline) for Parkinson's.

Walgreens denies wrongdoing and declined to be interviewed. But they recently agreed to pay back the government more than $35 million.

And they're not the only ones. CVS and Omnicare quietly settled similar cases coughing up $86 million more. The whole pill-flipping episode proves just how imperfect some drugstore chains can be.

Whether Walgreens' pharmacists are secretly mocking you, or just being so incompetent that they prescribe a drug that causes a miscarriage, it seems they can do nothing right. Hopefully, this little multi-million dollar fiasco they've created will be a catalyst for change at the woeful pharmacy, but we won't hold our breath.

Walgreens Accused Of Scamming Taxpayers [CBS]
(Photo: Okasan1)

The AG says:

...the Attorney General’s investigation has so far uncovered that 142 CVS and 112 Rite Aid stores in over 41 counties sold expired products. This reflects 60 percent of the CVS stores visited and 43 percent of the Rite Aid stores visited.

At these locations, undercover investigators were able to purchase more than 600 expired products, including milk, eggs, medicines and baby formula. Several of the expired products were over one-year-old.

Cuomo's office has announced that they intend to commence with litigation against both chains.

“My ongoing investigation has uncovered a shameful disregard for public health in these stores,” said Attorney General Cuomo. “Families across New York State buy products from these establishments assuming that they’re coming from a safe, reputable source. However, when the products pass their expiration dates, they become ineffective and potentially unsafe, threatening to put our loved ones at risk. These companies allowed personal profit to get ahead of their customers’ health. I am committed to protecting New York consumers and we will continue to investigate this troubling practice.”

In addition to publishing two letters sent to Rite Aid and CVS, the AG's office also published the results of their investigation. You can check it out here (PDF).

ATTORNEY GENERAL CUOMO TAKES LEGAL ACTION AGAINST CVS AND RITE AID FOR SELLING EXPIRED PRODUCTS ACROSS UPSTATE NEW YORK [NYAG]
(Photo: Danquella Manera )

Frank writes,

The other day I went to pick up my prescriptions at my local CVS #1323 in Cressona Pa. The weather outside was about 97 and very humid. I looked forward to going inside in hopes of cooling down a little bit.

I got inside the mall which was nice and cool. When I got into CVS I was hit with nothing but heat. As I made my way back to the pharmacy I could swear it was getting hotter and hotter.

I got to the pharmacy counter and noticed all the employees had thier usual labcoat attire off and they were sweaty. I took a glance at the digital thermometer they had there and couldn't believe my eyes. The thermometer said it was almost 93 in there!!! 93!!

That brought some questions to mind which I relayed to the pharmacy staff. How are all the medications stored back there still good after being kept in those kind of temps? How long exactly has the AC been broken and why hasn't it been fixed yet?

I didn't get many answers. The only thing I got was the following, "The AC has been broken for over a year and a half now. CVS is too cheap to buy an air conditioning system. It is like this every year and they don't care!!" That was told to me by a sweaty employee, which brings another question to mind. How safe is it exactly to have human sweat dripping on the overheated medication they are dispensing?

After seeing that and losing about 10 lbs in the process from sweating, I asked to have my prescription transferred to another pharmacy. I hope this little bit of info comes in handy. I am sure others around my area would like to know how their meds are stored and what the people have to work in that are handling their meds.

We doubt the sweat is that dangerous, but it's certainly gross to imagine a big fat salty drop of brow sweat falling into a pill bottle right as the cap's being screwed on.

(Photo: Getty)

She took the drugs because she thought she'd been given a generic for her normal prescription, but when she started feeling ill, she called CVS and asked them about the strange new drug. They told her it wasn't a generic for her usual prescription, but they did offer to refill it for her. Finally, Dorothy looked up the drug on the internet. That's when she found out it was a powerful chemotherapy drug.

Ms. Enriquez ended up in the hospital, and CVS ended up in Fox 5, New York's "Hall of Shame." Fox 5 went to the CVS with their camera crew and tried to interview the pharmacist who made the mistake. He wasn't willing to talk, but they did notice that he was supervising more assistants than is allowed by law. When they asked him about the violation he smiled and answered, "You're good!"

Shame, Shame, Shame: Medication Mistake [Fox 5]

Raghu writes:

I just came home and checked the expiration date on the Tears Naturale PM, Lubricant eye ointment.

To my surprise, it expired on May 2007 . Well, today is May 16, 2008..

WTF, this stuff goes into the EYES the whole night...

We wouldn't worry. Our father used to give us expired medicine all the time. Six of our seven doctors now say we're just fine!

CVS - Sold me an eye ointment one year after expiration.. [Sunday Afternoon Projects]

Ok, so we had an "accident" with our condom. We decided before it was too late to purchase the famous PlanB at a local CVS pharmacy. When we got there the pharmacist requested a "state issued I.D.". My friend is visiting so she does not have a state-issued I.D. so she showed her Colombian citizenship ID that clearly shows her date of birth as well as her picture and signature. The pharmacist did not even look at it and rejected it because it was not a US-issued I.D.

So I told her, "What if someone is here illegally and is raped? Would that mean they don't have the right to buy Plan B?" She kept saying "It's the law." I got really mad and told her that was absurd. Then I told her that I had a state-issued I.D. and she said that it could only be purchased by the person who is going to take it, which basically means it can only be sold to women.

So we went back home and I searched online for information about purchasing Plan B, and I found on the FDA's website that as long as you are over 18, you can buy it, no matter if you are a male or a female.

I printed this information and headed back to the pharmacy. I confronted the pharmacist and told her that the law protects me as a consumer and that I had the right to buy the pill. She did not even look at the information I had printed and kept saying "It's the law."

We ended up buying it from another CVS pharmacy in the area. The pharmacist there was very polite. At the beginning she did not know that the law allows ANYONE over 18 to purchase it but she did not have a problem verifying her age with a foreign-issued ID.

Please publish this story. People need to know their rights. Thank you Consumerist!

We sympathize with you both. It sounds like this CVS pharmacist put you through a lot of trouble for no good reason because according to the FDA's website, a man or woman can purchase Plan B if they are 18 or older and does not mention the exclusion of foreign identification. From the FDA's website:

7a. How can I purchase over-the-counter Plan B?

In order to purchase Plan B over-the-counter, personal identification showing proof of age (18) is required. Plan B will be available behind the counter at the pharmacy in order to manage both prescription (17 years and under) and OTC (18 years and over) dispensing. This means Plan B will not be sold at gas stations or convenience stores, where other OTC products are routinely available.

7b. Can men purchase Plan B? (added 12/14/2006)

Yes. Plan B OTC is approved to allow OTC availability of Plan B for consumers 18 years and older. Plan B remains available by prescription only for women 17 years and younger.

We're happy to hear that the second CVS store accepted the foreign ID, even though neither store was aware that it could be legally purchased by a man of legal age. You should talk to the head pharmacists at both stores and inform them of the FDA's rules regarding Plan B. Also contact the store managers and let them know that the pharmacy is not operating within the FDA's guidelines. If that doesn't help then keep moving up the chain of command until the problem is acknowledged and corrected. You could also file a complaint with the California State Board of Pharmacy. It might sound like a lot of trouble but doing so will help ensure that others won't have to endure similar headaches.
(Photo: Getty)

Yes, I know it sounds improbable, but CVS stole $11.78 from me and refuses to give it back.

I went to CVS today, the one on Pleasant Ridge in Arlington, Texas. I purchased two items, decongestant spray for my nose and a pseudophedrine cold product. The pharmacy tech rang me up, then I ran my debit card like usual. The debit card went through, the card reader said $0 due, and then all of a sudden the computer decided to reboot before the receipt printed.

I told him that I clearly saw that my card went through before his computer crashed, and I didn't want to be charged twice. I saw that my card went through, even though no receipt printed. He called the manager, Adam. The manager told him on the phone that since no receipt printed out, my card hadn't gone through, and I wouldn't be charged twice. I asked him how he knew that for sure, and he said that no receipt means no charge.

I didn't really have a choice but to run my card again, since he wasn't going to give me my items unless I did. So I ran it again, and everything went through. I asked him what to do when I got home and found two charges went through, and he said he didn't know. I pressed the issue, and the real pharmacist chimed in and said it wouldn't be a problem, just come back and talk to the manager.

So, sure enough, I got home and checked online and saw I was charged twice. I went back up to the store and talked to the manager, Adam, in person, and he said there was nothing he could do. He suggested maybe calling 800-SHOP-CVS. I said that it was pretty obvious that someone in some call center somewhere isn't going to be able to refund my money, and he said there was nothing he could do. No apology, nothing, just wouldn't help me.

I called 800-SHOP-CVS, and, of course, there are no operators available. It just so happens that this is the worst timing ever — I can't call during business hours tomorrow, because I will be on flights all day. Unfortunately there was a death in my family, so I will be dealing with that, funeral arrangements, being out of town, family, wills, insurance, etc., and I really won't have any time or energy to call this number and deal with this in the upcoming week.

So what do I do? It isn't right that I'm out $11.78. Yeah, it isn't a whole lot of money, but it is MY money, and I want it back!

Don't worry, Julie. You don't have to wait for CVS to "give" your money back. You can take it back by calling your bank and explaining that you were charged twice. They should be able to handle this situation for you quickly and easily. If they can't, you might want to consider switching banks.

Don't wait to call your bank, however. Report the fraudulent charge as soon as you can.

Shannon told her doctor and he called in a prescription to a different pharmacy and took care of the insurance. The doctor now tells all his patients to avoid CVS. "Now I go to a local independent pharmacy where the pharmacist knows me by sight," writes Shannon. "When you get a prescription filled, particularly at CVS, have them watch as you count the pills in front of them. You count your change, you check the bag to make sure you get the two apple pies you ordered from McDonalds, so it makes sense to make them wait and watch while you make sure you are getting what you pay so much for."

(Photo: Sexy Fitsum)

A lawsuit alleging fraud by the chain-drugstore company was brought by an Illinois pharmacist and joined by the federal government and 23 states that paid for the medication.

The complaint, filed in 2003 in U.S. District Court for Northern Illinois, alleges that CVS pharmacies switched Medicaid patients taking the generic form of stomach medication Zantac to capsules from tablets. Medicaid sets maximum reimbursement prices for the tablet form of the drug but not for capsules, which are more expensive but prescribed less frequently by doctors.

The suit alleges that the switch cost taxpayers as much as 400% more than what would have been paid for tablets. The pill-switching allegedly took place from April 1, 1999, through Dec. 31, 2006.

The case was brought by Bernard Lisitza, who worked as a pharmacist processing CVS prescriptions. Mr. Lisitza previously filed a suit against pharmacy company Omnicare Inc. that settled in 2006 for $50 million. Both suits were filed under the False Claims Act, which allows people to file claims alleging fraud against the government and lets them recover a share of any payments.

CVS denied wrongdoing.

CVS to Pay $36.7 Million Over Claim Of Improper Switch of Medications [Wall Street Journal]
(Photo:afagen)

Ramon Bautista Juta, 54, of the first block of Trumpet Court in Perry Hall was charged with two counts of possession of narcotics with the intent to distribute, possession and distribution of a controlled dangerous substance, forgery of prescriptions and prostitution, police said. Juta had worked at the CVS in the first block of Compass Road in Middle River, police said.

According to authorities, a woman told them that Juta had asked her to provide sexual favors in exchange for prescription pills she used. Police said the medications included Lortab and Xanax.

Pharmacist accused in sex scheme [Baltimore Sun] (Thanks, Eric!)

CVS wrote in asking that we forward their contact info to Rachael. We did.

Rachael writes:

Ok, so I emailed Mike, the director of public relations at CVS back after he wrote to you requesting to get into contact with me. I let him know that I was emailing because I was at work and could not make a personal call until around 6PM. He immediately wrote back and arranged for a Customer Service Supervisor call me after 6.

Sure enough, approximately 6:30, I received a call from them. Unfortunately, I don't recall the young lady's name but she was actually very pleasant. She said that they appreciated my candid post on The Consumerist and that they were happy I was so honest. I couldn't help but think that all these people read where I said "Fuck you CVS" and I kind of felt bad. I told her this and she said not to worry - that nobody took offense and they probably would have responded in much the same manner given a similar experience.

I was surprised that they read The Consumerist and she mentioned that they have several customer service reps browsing various similar blogs as well.

We chatted briefly about my experiences in the store and she asked if I'd had other problems. I told her that getting a prescription is no problem and purchasing things off of the shelf is not a problem (other than the painfully long lines) but the only problem is honestly when you try to get some help (getting razor blades or photos).

She said that the district manager was notified of the issue and that the store manager was as well and that they would be taking care of it. She also informed me that they would honor the 15 cents per print photos and that they were mailing me a CVS giftcard to make up for the frustration.

So all's well that ends well. They were very helpful and gave me a couple telephone numbers and email addresses to address any future concerns.

I must say I'm surprised - albeit pleasantly. I didn't think a big faceless corporation like CVS would care what I thought about two poor experiences I had in their store. Now there are going to be those saying that they bought me off, but I don't think so. I was there Tuesday to pick up a prescription and had no problems. It was a service issue with a store I frequent and I would have continued shopping there (just not for photos or blades lol). But in any case, I'm happy, they are happy and it's all over for now.

Perhaps this weekend I will try again for the photos....

Thanks Consumerist.

Hey, kudos to CVS. Don't feel guilty about complaining Rachael, anything that makes access to razor blades at CVS even a little bit easier is considered a service to your fellow man.

(Photo:Vince Brown (attila))

I recently went to CVS to buy razor blades and they were completely locked up. Apparently a new procedure since they never were in the past. I try to get the attention of no fewer than 3 CVS employees milling about doing nothing. One actually stops and tells me I have to go to the counter.

So I get in line and wait and wait and wait. 10 minutes later, I'm at the counter and I tell them I want to buy razor blades. They tell me I need to go to aisle 2. I told them I know where they are but they are locked up so can I get some help. They tell me I need to go back to the pharmacy because they have the key. I go to the pharmacy and wait another 10 minutes in a painfully slow line. Pharmacy cashier tells me they're located in aisle 2. I confirm this and tell them I need help since they are locked up. They tell me I have to go to the front counter.

I inform them the front counter told me I needed to go to the pharmacy counter. They tell me to hold on and they walk to the front. I've been in the store a good half hour now.

The cashier comes back and told me that only the manager had the key and he must be on break or something because they don't know where he is and can I come back tomorrow? I ask what they do when the manager is out - who has the key then and they told me that the cashiers have them. I ask why none of the cashiers present have a key then to assist me. They told me they cannot leave their counters because they are busy and I have to wait for the manager to get assistance.

I should have known better to try and order photos there.....

I wanted prints of my wedding photos. You know, all 315 of them.

So I go in to order them. They have 15 cent prints 24 hours and one-hour prints for 19 cents. It's 10am on a Sunday.

I tell the guy I want the 15 cent ones. (I'm in no hurry). He tells me they don't offer that option. Despite the 3 - 6 foot long banners all over the pharmacy advertising that. So I tell him I want them in an hour then. He asks how many prints I need. I tell him 315. He looks at me funny and tells me I can't have them in an hour. Despite those same banners advertising one-hour prints for 19 cents a print for orders up to 500 prints. So I tell him then I will pick them up Monday then and can I have the 15 cent price. He tells me "I already told you, we don't offer that service". So I say "So I have to pay the one-hour processing price of 19 cents a print?" He says I'm correct. So then I ask "So I can come back in an hour or two to pick them up?" He tells me I have to come back Monday.

Clearly a losing battle.

So I went in on Monday (at 8PM for the record). About 34 hours after dropping them off for "one-hour" processing. I didn't actually even drop anything off. I had the pics on a cd and I had to do all the processing on their automated system myself.... Anyway...

I go in and of course they have one cashier working. There are like 30 people in the line.

I go to the photo department. There is somebody sitting behind the counter but she ignores me and talks on her cell phone for about 5 minutes. I guess she realized I wasn't leaving so she comes up and asks how she can help me. I tell her I'm only picking up prints. She says well nobody is working in photos today (um, then why is she manning the photo counter? Furthermore, how friggin hard is it to turn around and grab the huge and bulging envelope with my name on it so I can pay?????)

I look at her and say "So how do I pick up my photos so I can pay for them?"

She points to the line that HAS NOT MOVED since I walked in (apparently there was nobody manning the cashier counter - just like how this chick was not manning the photo center - despite doing just that).

Anyway, she points to the line and tells me I have to wait in the line and when I get to the counter, I have to ask the cashier if she can go to the photo department to pick up my pics so I can pay for them. You know, the ones behind the chick manning the photo department (or not).

I point to the envelope about 1 foot behind her and ask her if I can pick it up so when I go to the line, I can pay and leave (I mean, it's a good $50 of photos here....) Let's not forget they also decided to charge me for one hour processing that I was not allowed to have.....

She tells me no, I have to wait in the line and maybe that cashier will help me.

I told her that she could keep the fucking pictures then.

I walked out.

CVS can keep all 315 photos.

They only have my last name and telephone number on file. Let's see how long it takes them to decide it's time to call me.

Then, maybe for the fun of it, I will have the 19 cents vs 15 cents discussion.

I'll probably end up ordering online now. Fuck CVS.

(Photo:Tengaport)

Customers affected include members of prescription benefit plans managed by CVS Caremark for ArcelorMittal, Johnson Controls, Inc., Progressive Casualty Insurance Co. and Wisconsin Education Association Trust, the company said.

Walgreen added that the change mostly affects customers living in Illinois, Indiana, Michigan, Ohio and Wisconsin.

"This is not where we wanted negotiations to lead," said Trent Taylor, president of Walgreens Health Services, the company's managed care division. "We're sorry that our pharmacy patients and CVS Caremark's clients are caught in the middle, and we'll do all we can to ensure a smooth transition for our patients to another pharmacy."

We can't imagine that we won't see more of this, now that CVS owns Caremark.

Walgreen drops CVS prescription plans [CNNMoney]
(Photo:cmorran123)

(Photo: gbeckley)

Why Generic Doesn't Always Mean Cheap [WSJ via Freakonomics via BoingBoing]

UPDATE: Stephen Dubner writes to prod our eyes towards what's really stunning, that the price difference between Walgreens and the Costco pharmacy can be up to 1000%. His post suggests this is because the standard Walgreens, Eckerd and CVS prescription shoppers (i.e. old people) are entrenched in their ways and not exercising consumer choice.

But another factor is that CVS, Walgreens and Eckerd don't have plasma TVs to make up for the cheap drugs. At prices like $12 and $15, you could consider the pills considered loss leaders. What big ticket item are you going to pick up at Walgreens on a whim, a singing and dancing Santa Claus?

The newcomers are Target, IKEA, Radio Shack, Lowe's, Sam's Club, Staples, CVS, COSTCO, Tractor Supply Co, AAFES, K&B Toys, and Walgreen's (who knew!).

Ad scans here. Quick registration required. If you loathe registration, try BFADS.net.

Make the most of Black Friday by coming prepared. — BEN POPKEN

That's basically what United Health Care had CVS tell Kelly when she went to get a scrip filled. Kelly has taken the meds for three years. Her past two insurance companies covered the prescription without fail.

Now United Health Care has decided the drugs are too pricey, and, "...since a generic is not available, they've decided the best way to prevent paying too much for their clients' medication is to put limits on how many pills they'll pay for per client, per month," she writes.

Kelly needs to take 1.5 pills per day, 45 pills per month. United will only cover 30.

That's not the worst of it.

The pharmacist told her that if the pills are a medical necessity, as they are, she should have her doctor call the insurance company and explain the need for the medicine.

Kelly said to the CVS pill pusher, "An authentic written prescription from a medical doctor is not proof enough of medical necessity but a phone call with no real explanation will make giving me 15 more pills OK?"

The white coat affirmed this was correct. In addition, if United ultimately determines not to cover the 15 pills, the cost would be $50.

This practice seems pretty ridiculous and arbitrary on United Health Care's part but we have to ask, if you're going to switch providers, shouldn't you find out whether they cover the medicine you'll be needing?

Kelly's letter is inside.

Kelly writes:

Wherein We learn It Is Not CVS Constantly Rapping Upon Rob's Cellphone, Who Still Remains Not Stacy, But Rather A Scurrilous Online Apothecary Rooking The Hapless And Helpless, And So An Inquest On Rob's Part Ensues, Revealing Their Fell Identity And The Mewling Cries Of Victims In Their Wake...

"Hi guys

I thought I would give you an update on my calls from what I thought was CVS requesting Stacy.

They hadn't called me for over a week when I just received another call on my cell, again from the same people, (The number on my cell showed 703)asking for Stacy.

I responded "no im not Stacy, but can I ask who's calling please?" and this is where it gets interesting:
The caller was judging by the accent Indian, she told me that she was calling from RX Pharmacy and that I "use prescription drugs and they could sell them to me for cheap and make me very happy", she then wanted to know the name of the drugs that I use and she could quote me a price and have them shipped to me.

So obviously not CVS.

I requested some more information about the company but all she was willing to tell me is that the company is called RX Pharmacy, that they are based in Salt Lake City and are the largest pharmacy in the united states. After a bit more pushing she said that she would get me a supervisor who would get more information for me, but first I had to tell her what drugs I was needing and needed filled by them. So I pulled some random sounding drug name from the air, and she corrected me with Xanax, and asked how many I wanted, 50, 90 etc. I went with 90.

After a brief wait her supervisor came on the line, and a bit more prodding from me yielded their customer support number: 866-272-6256, but he would not give me an address nor their internet address, apparently I would get that after I made my order and received a "Shiny, Glossy magazine" with my order. It was at this point I told him this was a cell phone and not to bother calling me again.

So I then did a bit of research, and yielded the following:
http://www.rxlist.com/rxboard/vicodin.pl?noframes;read=83858 - complaining about the scam

http://whocalled.us/lookup/8662726256 - A lot of comments talking about the abusive number of calls these guys get, not only from this number but multiple others.

So it appears to be a scam, it also appears that I will get another call whether I like it or not, and im guessing these guys aren't based in the US so ive got no real recourse to stop the calls other than attempt to block each new number they call with.
Well thats my update!"

Previously: CVS Won't Accept You're Not Stacy

Manically, they think his name is Stacy. A slobbering mental patient at the other end will not accept his name is not Stacy. They keep on calling him, over and over and over again. Not only that, but they delight in calling his mobile, racking up his precious free minutes.

The CVS employee will not identify himself, or the specific store he works for. In infinite, creepy recursion, Robert awaits the next call, unsure of how he can possibly convince CVS that his gruff, masculine voice is that of a man, not a valley girl trick.

Robert's email, after the jump.

I have recently started receiving phone calls from CVS pharmacy, asking for someone called Stacy. Annoyingly these calls are coming to my cell phone. Each time the person calling is a bumbling idiot, barely able to put together a coherent sentence and completely able to grasp that:

1) Im not Stacy
2) Im male and therefore not Stacy
3) That they have the wrong number and therefore not Stacy
4) That they are calling a cell phone and racking up my cell phone minutes rather than Stacys
5) That despite me not being Stacy, calling back each and every day for the last week or so in the vane hope that Stacy will answer my cell phone is not going to happen

Ive tried asking them where they are calling from, telling them that they have the wrong number etc, but as soon as they figure out they hang up, only to call back the NEXT DAMN DAY.

I am currently awaiting the next call ala Groundhog Day.

I havent called corporate yet, but surely the staff should be intsructed on how to deal with wrong numbers, or does it fall to me to spend my time on fixing their mistakes?

She writes, "What I don't want is the blank stares, the curt answers, the reluctance to answer simple pharmaceutical questions about side effects and such, and I certainly don't want to be kept waiting as my prescription languishes on a shelf because two pharmacy staff members can't decide which brand of mayonnaise is better in a bowl of potato salad."

She just wants to walk in, get her scrip, pay for it and walk out. Is that so hard? Apparently, yes. Since sending the letter in January and receiving no reply, she now drives "many miles" out of her way to CVS.

Her letter, inside.

January 20, 2006

Walgreens
David Bernauer
200 Wilmot Road
Deerfield, IL 60015

Dear Mr. Bemauer:

I am writing to express my deep dissatisfaction with the customer service I have received at multiple Walgreens locations in both northern Minnesota and around the Twin Cities area. I have been getting my prescriptions filled exclusively at Walgreens for over ten years. At this point I'm not sure if the convenience of a nationwide pharmacy network is worth the problems that I've had, which I will now enlighten you with.

Without fail, Walgreens has some of the worst customer service on a regular basis that I've ever experienced. It doesn't seem to make any difference which store I visit, I'm always greeted with the same rudeness, ignorance, and unapologetic apathy from both pharmacy staff and the regular retail employees and managers. The retail employees' attitude I can understand. I've been there. I worked in retail for many years. I remember being an underpaid teenage retail worker and I have reached a point where I fully expect to be treated poorly from these people. The pharmacy staff, on the other hand, surprises me. For a bunch of diplomaed professionals, they sure are a cranky lot.

I don't know if they're underpaid, overworked, or if this attitude has trickled down from the corporate level. Frankly, I don't care. All I want to do is walk in, get my prescription refill (which I have already submitted via wallgreens.com), pay for it, and walk out. What I don't want is the blank stares, the curt answers, the reluctance to answer simple pharmaceutical questions about side effects and such, and I certainly don't want to be kept waiting as my prescription languishes on a shelf because two pharmacy staff members can't decide which brand of mayonnaise is better in a bowl of potato salad.

I can honestly say that to this day I have not once had a good customer experience at a Walgreens store. Why do I keep going? Laziness, I suppose. Perhaps it's a sort of self-flagellation. Maybe somehow I've been conditioned to accept this behavior over time.

Sincerely,
[PikaPikaChick]

C.C.: Jeff Rein, President and COO

—-

Note that this letter was sent in January. Haven't heard a peep out of anyone at Walgreens since then. I, like JPac, have been happily driving many miles out of my way to get to a CVS and their almost ludicrously good customer service."

Oh, but he has a voice, and he sent us a great little rant about Walgreen's pharmacies. The opening line is just killer:

So I and my parents go into Walgreen's for some prescriptions and overhear the pharmacists talking about how their customers are all B*tches, and how they wish the people would just die...

That's certainly the sort of attitude you want to see people parcelling out medication, isn't it? By comparison, JPac thinks the CVS employees are effusively delightful, the model of excellent service.

His email, after the jump:

So I and my parents go into Walgreen's for some prescriptions and overhear the pharmacists talking about how their customers are all B*tches, and how they wish the people would just die... Now you can still get your medication but they would rather see you die than provide you with something I like to call customer service. When I walk up to the counter to give them my prescription slip they are more than happy to take my slip, pretend they can read the writing on the slip and say okay, it will be ready in 30 minutes or whatever. so it makes it all that much more fun when you go back 30 minutes later and find out they still haven't found the time to fill my prescription let alone anyone else's who is standing in line... sure it could be that they just totally suck at estimating time, or from what I have been overhearing the pharmacists in the background cursing all of humanity, they just want a break, or have way too many prescriptions to fill, or way to few pharmacists. And the story is no better with their automated phone system, even if you give them a day, they would rather ignore the phone refill system entirely than give you your prescription than actually fill them for when you need them.

Now it could just be the only problem Walgreen's has is rude pharmacists, but its not. now if you try to find some employee in the store to help you find some items in the store.. you might as well buy a lottery ticket, you have a better chance of winning the lottery than finding an employee anywhere to help you, and you better avoid the pharmacists even if they aren't busy they will basically just tell you to go to Hades. Usually at the Walgreen's in my area there are only 3 employees you can see, the 2 pharmacists and the poor person massively overwhelmed at the cash register, all who would rather you go away than ask them for any sort of customer service.

However there is a completely different story when I head over to my local CVS pharmacy, I quite literally have never seen better customer service, its like an ACE hardware store, there are always employees wandering the Isles checking to see if you could use some help or even advice, something I never find in any Walgreen's that I have ever been. The pharmacists are incredibly nice too, they will make sure you have everything you could possibly need, and won't hesitate to help you with anything you need, even if its not prescription related. The people at the cash registers are friendly too and when they ask you if you were able to find everything you were looking for they mean it. If you tell them there was something you could not find, they will go out of their way to help you and see if that item/items are in the store or recommend places where you could find what you are looking for. I have switched all my prescriptions over to my local CVS Pharmacy, what they say about customer care in the commercials they have on TV is 100% true, they really do have superior customer service.

In conclusion I say
Walgreen's you suck!!!
CVS Pharmacy You Rule!

Thank you.
John aka JPAC

(Thanks for listening to my little rant consumerist, I just had to get this off my chest)

One coupon hound found that her store had run out of the items. So she whipped out the ones she previously bought and bought them again. Call it shoplifting into the store.

It will certainly be exciting for the store manager doing inventory when he discovers he's sold 1500 of his 1000 Rolaids.

(Thanks to Joe!)

Andrew reports that after reading advice here on The Consumerist, he swiped his debit card as a credit card at the cash register. He then tapped the "credit card" button. He received a prompt for his PIN code, even though he selected credit card. Then he hit cancel. After that, the transaction was completed.

Without signing a slip or entering a PIN code, he was able to walk away with his purchases after only swiping his debit card.

The stores were a CVS and a Brooks pharmacy.

Maybe we should just revert to carrying around wheels of cheese to barter with.