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I purchased an item online at CVS on 3/8/18 & before it arrived I was given the same item as a gift, which I began to use. When the one purchased through CVS arrived I took it back to local CVS store, unopened, along with my packing slip and was told they could not refund in the store an item purchased online. I am disabled and had to pay for an uber to get to CVS, and back home. Once I got back home I looked online for the CVS returns policy and saw that they COULD refund in the store as long as I had a receipt or packing slip. I called and told them what their online policy says. The gentleman I spoke with called his manager and he then advised me she said there'd be a way to override this in their system. He also said she'd be in at 8AM the next day and I could speak with her. I called around 10AM and she told me she hadn't had a chance to check into this and the people she needed to speak with wouldn't be in until 1PM. She also asked wsn't there an invoice or something that showed the price? I told her there was no invoice but the packing slip DOES show the price. She said well since you have nothing with the price on it she'd have to check with someone else. ?????? I said there IS a price..you asked me was there an invoice or something that showed the price and I said no invoice BUT the packing slip DOES have the price, She said they had new instructions a couple of months ago that told them an invoice with a bar code would be included in online orders to make it easier for them to i process returns. At this point I felt as though we were going in circles, I had told her more than once that there was no invoice..just the packing slip. If there should have also been an invoice in the box I don't feel it's my fault, or my responsibility if CVS failed to include one. I obviously had paid for this merchandise since they DID send it to me.) I also failed to understand why she wasn't able to speak with someone about this until after 1PM since the gentleman the day before had been able to reach her by phone within minutes of my call, advising him what the online return policy states. As we hung up, it was with the understanding that she'd "get back to me" once she had more information. Upon reflection, I felt I'd spent more than enough time on this matter and decided to "cut my losses". I called her back (Natasha is her name) and let her know not to pursue this further as I would take it up with their corporate office. I've been a CVS customer for over 20 years, with a CVS Card Card and have ordered regularly online for over two and a half years. I am very displeased with this experience and with the local CVS store. In particular, with Natasha who is supposedly the store manager. I feel her entire attitude leaves much to be desired in Customer Service,