Recently CVS Caremark mail order prescription service sent me a courtesy notice summarizing my prescriptions and suggesting that I order a 90-supply of one of the prescriptions in order to save money. Great idea. I have been using CVS Caremark's mail order service for about one year, and Caremark's customer service has been excellent.
However, I do have a complaint regarding an incident in which my doctor sent Caremark a 90-day prescription, but mistakenly wrote the order for only a 30-day supply, in my particular case, one box of 100 glucose test strips. A 90-day supply is more like three boxes.
Caremark delivered the 30-day supply of test strips as prescribed, and charged me for a three-month supply. The math is simple. I ended up paying twice what the local pharmacy charges for one box of test strips. So I called Caremark customer service to resolve the issue, which by the way, Caremark did. So far, no problem.
Caremark agreed to send a self-addressed and postage-paid envelope in which I am to mail back the one box of test strips, and be credited the cost. But I was warned that this was a one-time courtesy, and that in the future there would be no similar 'friendly' resolution.in other words, I have been declared responsible for errors that my doctor (s) might make when sending in prescriptions online.
Most other online vendors and service providers with whom I do business have been happy to resolve issues whenever and however often they occur. Hence, I believe that Caremark's response to my request for assistance was unnecessarily harsh.in my opinion, this was not great customer service.
0 comments