Lynnea J Sandeen sent a message to Larry Merlo - President and Chief Executive Officer of CVS Health email address that said:
Hi Larry,
After several attempts to resolve this with customer service, I feel I have no other options than to contact you or give up and stop doing business with CVS.
I have had several different calls with cvs in this last week. About a month ago I lost my card and called to get a replacement. The lady was great. She sent a replacement card and followed up with me to let me know that everything was taken care of.I refer to this representative as lady #1 Last Friday as I was planning my trip to CVS, I called again to ask a few general questions about how the promotions on my card worked. I call this representative lady #2. She asked me for my information to look up my card and told me that lady #1 never changed things over and everything was still on my original card. She said that she was fixing it and everything would now be on my new card. A few hours later my new card arrived in the mail and I took it to CVS to purchase several items. I had added my 30% off coupon from my email as well as a bunch of coupons from the app. I actually spent quite some time choosing what I would buy and what manufacturer coupons as well as CVS coupons I would use to maximize my savings. It has been a few years since I have shopped CVS which is why I lost my card. So I go to the store to shop and stopped at the coupon machine to see what other coupons I had coming. I gather everything and go to check out. I used my new card that I just received.The total was way more than I had figured so I asked the clerk if the 30% coupon had applied. He said it did not and called a manager over. She took the calculator and figured the 30% AFTER my manufacturer coupons. By this time a line is forming behind me and I hate being that person that holds up the line with my coupons. The manager told me that it is always supposed to be figured after the coupons. So I went home and found the CVS coupon policy online to see if I was wrong. I was not. The coupon policy states that the 30% should be taken off before the manufacturers coupons. I then noticed that NONE of my coupons from my email, the CVS app, and CVS website that I had added to my card. At this point I knew that customer service was already closed so I called on Saturday. I explained everything to yes, you guessed it, lady #3. She apologized and said that it was definitely an extracare problem and that I would have to call back Monday to get it resolved. At this point I still havent opened or used anything from my shopping trip because I want it to be made right before I do anything. I also wanted to go back to CVS and purchase several more items but I feel like I am in extracare jail because of this screw up. Which is completely the fault of lady #2 because everything was right before she said it was wrong and switched it all. So Monday I call AGAIN and talk to lady #4. She had a hard time understanding the problem and had to consult with others several times as she questioned if I was correct. Over the weekend I had figured it out and I am missing over $20.that I was overcharged in the store as well as $15 in extrabucks that did not print ($10 from buying $20. worth of Aquaphor and $5 for buying $10 in body wash) so a total of just over $35. After over an hour of being on the phone with lady #4, after her telling me that I was not entitled to the discounts from CVS because I used manufacturer coupons, she told me she was authorized to give me $10 in extrabucks to resolve this and would that be acceptable? UM NO! I was overcharged over $20 and am missing another $15 in extrabucks so do I want to just forget about that other $25 because lady #2 screwed up my card and made it so my offers didnt apply? No thanks. OK so now lady #4 says she cant do anything else and has to consult with a supervisor. She assured me that she would call me back within 2 hours and this would be resolved. That was Monday, today is Wednesday, still no call, still not resolved. Since I didnt hear from lady #4 on Monday, I decided to call again on Tuesday where I spoke with Lady #5 (Rochelle). I based this survey on Rochelle because she was the last person I spoke with. She understood everything I explained to her and attempted to fix my extrabucks but someone was in my account and the computer wouldnt let her make changes. She was kind and empathetic. She seemed to know more about what I was talking about than any of the others but she couldnt help me fix it. She apologized and said I would have to call back today (Wednesday). I was just going to do that when I checked my email to see if there was any kind of resolution to my problem and found this survey. At this point I have spent OVER 5 HOURS trying to get resolution and I dont feel like a valued customer at all.
The above is what I sent in the survey sent to me today. I have since called customer service 2 more times where I was not allowed to speak with a supervisor, put on hold and disconnected and when I called back I was hung up on again. The next call gave me a recording that said they were closed.
Thank you for your help,
Lynnea Sandeen
651-497-9159
lynneasandeen@hotmail.com
