CVS

January 17, 2020

Dear Mr. Larry J. Merlo / CEO
My name is Edwin Haynes and my wife name is Elise Rector Haynes. My Email address is [protected]@aol.com. We have been loyal long-time customers of your corporation a long with several family members and friends throughout the states. When I have received your automation service survey. I always take a few minutes to reply, because of the friendly and great customer service that I receive during each visit. I tend to use your Fulton Street / Nassau Street location in lower Manhattan, NY, NY 10007 which is close to my place of employment. Your employees there always go up and beyond assisting customers. I always indicate that I would highly recommend CVS while responding to your quick email survey. I have placed your corporation high above the Walgreens, Rite Aids and other chain Pharmacies as the "BEST".
On October 16, 2019 my wife visited your uptown Manhattan location (115 West at 125th Street) and Lenox Ave NY, NY 10027. to pick up her regular monthly prescriptions. She picked up about four of them and returned on November 5, 2019 to pick up the remaining ones that included Glimepiride 4MG tablets for her (Type 2 Diabetes). She was informed by the Pharmacy staff member (Kathy) that she had already picked it up previously on her October 16, 2019 visit to the location. She informed the Pharmacy that they were wrong and that didn't receive the Glimepiride prescription. She went home and double check the medicine cabinet and it wasn't there at home. She returned to the Harlem location and informed the Senior Pharmacist about her missing medication and was informed that there was nothing they were able to do. She should call her insurance company and ask for an override for a new prescription or would have to wait until February of 2020 to have the prescription refilled. She repeated that she never picked it up on October 16, 2019 visit. There was another CVS team named "Lily" who was extremely rude, nasty and made a heartless comment about the situation. My wife stressed the fact that she needed her medication that she didn't receive to continue her wellness and important health.
I hope and pray this "CVS Mishap is not linked to any future developments regarding the denial of her life wellness medication of"Glimepiride". This medication is on the front line of controlling high blood sugar prevent kidney damage, blindness, nerve problems, loss of limbs and sexual function problems.
Your staff didn't offer and possible other options or solutions to the missing prescription other than coming back in 90 days later and sorry. This experience has created a legacy of sadness regarding CVS as customer friendly service for individuals with medical needs. The Affordable Care Act that was signed in March 2010. Was very important opening the doors for millions of Americans to be able locate affordable Health Care. It is just as important that these Americans be able to receive the medications that they are entitled to receive through Physician prescriptions.

As my wife told me the story of what had happened. I sat there in major shock, horror and disbelief of her account with CVS pharmacy's staff who demonstrated a lack of empathy or compassion for a long-time customer who needed life saving medication. During this time period my wife was severely stressed and unable to sleep being in crisis about not having her important medication. She suffered with several more trips to the bathroom resulting in frequent urination. If I was informed by someone else about this story or events regarding this account by someone else. I would have really had my doubts about it being true. I have lived the nightmare along with my wife and the cause and effects of her not having her requiring medication. This experience has been more than just real it has been a"Holocaust"of another human being concern of the wellness for a customer / patient under a doctor care.
Good Morning"AMERICA"……" NEW FLASH' CVS DENIES CUSTOMER / PATIENT LIFE SAVING MEDICINE"…
This episode with this 115 West 125th Street CVS location only grew worse in the coming weeks. On January 2, 2020 my wife visited the same CVS location to pick up some additional medications. She noticed that the cashier had given her additional older bag with something in it. She questioned the cashier about the old bag, and she informed my wife that"CVS had lost and relocated my wife's medication in one of their pick up medicine bends. This was the same prescription she was previously informed that she had already picked up before by several CVS team members. On Tuesday January 7, 2020 my wife demanded to speak to a supervisor regarding the sinful situation that she had experienced. A supervisor named Ms. Misun stated that she would investigate the situation regarding the missing prescription reappearing again with everyone involved. On January 10, 2020 about 11AM my wife received a call from Ms. Misun stating that a very thorough and full review and found CVS was not at fault regarding the missing medication.

Over the years I had an opportunity of working with Kindergardeners' who all realize if a mistake occurs a correct follow up action is "REQIURED". If they did something wrong, you must always apologize for the error. Over the past couple of years Denny's Restaurant and Star Bucks have implemented customer service and sensitivity training. I personally know that all of your CVS locations may not be as "Unique" as this location in the lack of customer service. However, one location with team members like this is one to many. My wife was traumatized for no apparent reason and wasn't offer no normal workable solutions in the direction of any positive outcomes. I have personally received several Emails weekly regarding special offers, sales or discount coupons. Why wasn't it possible for CVS to send my wife a "Medical Alert Text" to her cell phone informing her that CVS had located her missing medication that they told her she had picked up previously several times? All of her contact information is on file at the location.

In the upcoming days I will be taking a moment and gathering my thoughts and will be sharing this unbelievable chain of events with family members, friends and social media readers. This situation shouldn't and wouldn't had happen at the small Mom's and Pop's small corner Pharmacy because they value and believe every customer is family and is important. This location has really dropped the ball in what is considered customer service should be delivered in 2020. A Corporation is only as good as the staff they hire to represent company with the public. Poorly trained employees with negative attitudes usually leads to low stock prices, profits and returns with future mergers with better preforming companies with employees that are professional and understand the importance of the practice of good customer service. The past 50 years are over flowing with examples.