CVS Caremark
Unbelievably poor customer service - Mail Order Pharmacy

Doctor wrote prescription for a medication using a trade name but signed it "substitution permitted". I checked price on Caremark website and it listed the generic and brand drugs. Generic was $10, brand was $50. I mailed in the Rx and CVS mail order filled it using a brand name drug. My bill showed $73. What happened to the $10 or even the $50 price shown on the web site? I called customer service and spoke with several customer service people, a manager, a pharmacy technician, and the pharmacist. I was told that the drug did not have a certain rating so they could not send a generic. Even though their website showed a generic when I did the price check. I asked them how I should know about this rating. Their reply was that I should call with any questions. But there was no reason to question the order when I checked the price. I asked to return the drug. The first person said it was too late, it had already been shipped. If I refused to pay, she said they would no longer fill any prescriptions for me. I asked for a manager and got Barbra. She was all but useless. She constantly had problems with the computer, gave answers that didn't even resemble my question, and talked like she was overmedicated.
I called again and after wading through the same chain of comand was connected with senior team member Ilene. After, hearing the same story I explained what I, the consumer, saw on the web site. Finally after explaining it 3 times she agreed to do a one time only return authorization. Over the past month I have received nothing but dismal customer service from Caremark/CVS. It would seem that Caremark/CVS is only interested in the customer's money. Don't be fooled by their advertisements for excellent service.

Company: CVS Caremark
Country: USA

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