RECENT COMMENTS
What’s up with CVS these days?
Two different folks have recently sent in a “what’s up” with the CVS at Main and 25th:
A reader asks if anyone else has issues with the long lines and service at the pharmacy counter at CVS at 25th and Main Streets. It is my understanding that they bought at least two other east end pharmacies including Edloe’s and are having trouble keeping up with the increased traffic.
The CVS at 25th and E. Main recently absorbed two other area pharmacies, but clearly they haven’t increased staffing in order to handle the onslaught of new customers. As a result, the pharmacy service has become a nightmare. No matter the time of day or night, the line (yes, one line) is, on average, 5 to 15 people deep. And, in most of my experiences, just about every one of those customers encounters some sort of problem when they finally get to the front of the line.
I was told by one customer that Rite Aid pharmacies stopped taking Express Scripts and this has resulted in a deluge of new CVS customers. Judging from other conversations I’ve had with fellow customers, I’m not the only one with frustrations about solo clerks, lengthy waits, and frankly, the accuracy with which my prescriptions are filled.
In the past, there were often two clerks waiting on people at the pharmacy counter. Now, there’s only one and, on any given visit, that person seems completely stressed (or, at times, not stressed enough). I inquired if the pharmacy was looking for help and was told “no” they weren’t. It also appears that there aren’t enough pharmacists. There’s a picture on the wall indicating that Tom Stein is the pharmacist in charge, however, I haven’t seen him in months. There used to be multiple pharmacists behind the counter, but now there are many new faces back there, but I’m not sure if any of these people are pharmacists.
TAGGED: CVS
I must be lucky because when I go there is only one or two people waiting. And I have seen Tom last month when I filled my Rx. I do see a lot of new interns though who are not totally familiar with procedures and not familiar with customers outside of John, who is the Beatles haircut kid that is very customer service oriented and friendly.
I was there not long ago, stood in line forever, then watched the girl behind the register begin crying because of the overload of customers and problems. Crying!
I recently started using a different CVS (I’m often in Hanover, so I use one up there) due to the difficulties I’ve experienced at the CVS on Main Street. The kicker was being told that I could wait for my prescription, but it would take over 2 hours due to low staffing and high volume. It’s refreshing at the new CVS I use to encounter friendly faces and not have a long line or, in most cases, any line at all. You would think that having the Church Hill pharmacy based near the VCU School of Pharmacy would mean having a nearby supply of pharmacy students to assist with lower level pharmaceutical responsibilities.
Go two blocks down to McGuire Park Pharmacy. The few times I’ve been there the pharmacist was friendly and quick. He also does his job as a pharmacist and will take time if you want to talk about your medication. In one case he told me that I may not see any benefit from one medication and might be better off taking something cheaper and OTC.
Amen! I thought it was just me, but that place is out of control. Last time I waited with many other people for over an hour at 8pm at night. I too worry about my rX being correct. Last time they had to redo it because it wasn’t correct and I had to go to the back of the line. It’s insane!
I tried going to the Laburnum CVS before and there was more of a wait there then but all before the taking on other company clients. Like I said, I never had to wait more than 10-minutes for my prescriptions. Not sure when you guys are showing up? I usually go around 7-8pm or early Sunday.
Two weeks ago, I called in my refill earlier in the day, and was told I could pick it up in about twenty minutes. When I got there a few hours later, I STILL had to wait 45 minutes due to the back-up.
McGuire Park, FTW.
I have transferred all my prescriptions to McGuire Park pharmacy. They are great; they have their own parking lot in back, they deliver for free, and they’re open 9 a.m. to 6 p.m. Mon-Fri, 9-3 on Saturday. Phone 344-4444.
On Tuesday this week, I had a script sent in by MCV. They submitted it electronically at 10 a.m. but CVS refused to admit they had it until 12:30; said it would be ready at 2 p.m. To be safe, I waited until 2:45 – AND STOOD IN LINE FOR NEARLY AN HOUR to pick it up. They had two clerks, one line. I was fuming when I finished.
The pharmacist at McGuire Park told me that CVS bought both Edloe’s and another drug store, but have not added staff to cover the additional work. McGuire expects to get more customers and I urge all here to try them.
Eric H.- re John the MCV intern with Beatles haircut – I think he’s finished his rotation, have not seen him recently. And have you been in CVS at the pharmacy area in the last week? It’s only recently it’s gotten this bad, but it’s absolutely horrid now.
#7 Crystal – I also wondered about the correct Rx, called the doc to verify. Try McGuire Park, there you actually talk to an actual pharmacist! I too thought it was just me hitting CVS at the wrong time, thanks everyone for validating the problems there. Too bad CVS isn’t building another store up near Edloe’s and the hospital to take care of this. Sorry for the length of this but it feels great to vent.
I’m sad to hear that a lot of people seem to be having issues because I have been going to the Main St. CVS on a monthly basis for 6 years and I have never had a problem with them. The pharmacy folks are always super nice and the lines haven’t been unbearable.
Melissa, try again. It’s changed. And the sad part is, we waited for years for a neighborhood pharmacy. Now they’ve made it just unbearable.
I was there the other night and noticed the problems. My understanding is that they installed a new computer system and it is causing a ton of hiccups. The woman who was helping me (who is always great) was very stressed out because the computer wouldn’t allow me to pick up my prescription and my son’s at the same time. I bet things will settle down in the next week or so. And Tom was working.
I’m glad someone is bringing this up. I have never experienced such horrible customer service! But I have seen the opposite situation. There’s not one person behind the counter, but 7! And this has happened on several occasions where I have stood in line for over 30 minutes watching seven people work behind the counter while one person attends to the long line of customers waiting to pick up their prescriptions (a task that really takes less than 3 minutes). Twice I have been in there for over an hour to drop off and pick up ONE prescription. They need to do something about this. It’s ridiculous.
crd: we have had a neighborhood pharmacy for years – McGuire Park! And it’s attached to a great Lebanese deli and restaurant where you can get hummos and the most divine cream puffs to go along with your meds.
@10-according to friends who go there for their meds, the “Macguire Park Parmacy” is da-bomb. Everyone says the pharmacist is top-notch. I’ve noticed they also sell nice wine by the bottle. Yeah, the name doesn’t make any sense, but it’s next door to Aziza’s on Main (shares the same building.)
Well, look at the bright side – as awful as CVS is, you can always count on going next door to The Market and hating your life even more!
I have stopped going to this CVS. It’s not just the pharmacy, it’s the entire store. Long lines, disinterested personnel (not all but many). I will be checking out the McGuire Park Pharmacy! Thanks for the information!
oh and @Mcjeeves – too funny and sadly, so true!
Thanks for the info on McGuire Park. I gave up on the local CVS over a year ago for all the reasons already mentioned. I switched all my rxs to the CVS in Carytown, which is better, but not great. I would much rather support a local pharmacy.
Kitty #16: I agree with you and everyone else here, they are great at McGuire Park – and Aziza. The pharmacist comes down and talks to you in person, and he’s very knowledgable and concerned. Total opposite of CVS. Plus their delivery service is really handy. Also I like their private parking lot in back, also convenient.
If folks are looking for drugs without a long line, I’ve been told there’s plenty of places around here that can do that. There’s a guy who hangs out in front Blue Wheeler for example…
#13. crd – Just to clarify, exactly what would you like me to “try again”?
It takes forever just to buy things in the regular checkout line. Do you have a CVS card? Yes, but it’s in my car. What’s your phone number? What is is again I messed up. Any other phone numbers? Can I just buy these things? The next clerk over asked the customer for her email address. It shouldn’t take that long to buy shampoo and lipstick.
I like getting my Rx filled at Target and can get all the other random stuff I need while I’m there.
#24 Melissa – I didn’t mean to sound snarky, just meant that it sounded to me as if you had not been in within the last couple of weeks as that is when I noticed the change at the pharmacy counter. Sorry if it sounded snarky, not the intention.
I have to say, when I went to CVS on Thursday things went surprisingly smoothly. I actually set an alarm on my phone, deciding I would commit no more than 20 minutes to attempting to acquire my meds plus, you know, lotion and stuff, and my alarm was sounding just as I walked on the door. Still, I had wondered about McGuire and am glad to hear so many positive comments. I sort of half remember the story behind the name (we asked one night while we were scarfing down one of those cream puffs at Aziza’s)–something about the dad worked for the VA at McGuire at some point? Anyway, they are nice people–may giving switching over some thought. Also, I did see John, the guy with the Beatles haircut, on Thursday.
These problems have been the same forever so I’m interested in the fact people are making it out like these are new problems. My husband was in a severe car accident last August and having to go there on a daily basis (at one point) to get him various meds was just a nightmare.
About 1.5 months ago I had to get a prescription refilled. They kept telling me ALL DAY that the doctor hadn’t called it in when in fact the doctor had called it in. No one at CVS had checked their answering machine in hours. If they tell you your doctor hasn’t called in your prescription tell them you will hold while they check their answering machine.
And I agree with #15/ Sarah- they always have a ton of people working on filling orders and only 1 person helping customers. I will have to try McGuire’s because you will have to pay me to go back to CVS for my prescriptions.
I have to admit the article and blogs do not surprise me. It’s a given because of the community as a whole. I never graduated to the CVS at 25th. and Main street. Because I figured, it was going to be a big disappointment. The only time I visit is if I am looking for a card, or some over the counter meds (aspirin, Advil etc.). In addition, the market is horrible, I have been in that market perhaps five times in all the years of living in Church Hill. They ‘NEVER’ have anything I am looking for and if they accidentally have something, it is usually overpriced. I still go to Carytown for all my grocery and medication needs. All of my doctors are affiliated with St. Mary’s hospital anyway.
However, it is my wish as we continue moving toward more and more gentrification. The Mkt. will either close or sell to a higher end mkt. or a more upscale mkt. will open here in church hill proper. We are getting all these wonderful restaurants, bakeries, and coffee houses. The next step is a great grocery store, and some shops. It is going to be grand; we’ll pass the Fan and ‘BE’ the Georgetown of Richmond. YES!!!
Chelsea
I have lived in Church Hill 13-years and been going to this CVS ever since they opened. No, they are not perfect but it is more about the “company” as opposed to this location. I have has issues with them not following up on calls with doctors and not filling prescriptions even though they send out the automated notice it is ready. They only hold them for a few days before putting them back on the shelf and have to wait over for the refill. They also change brands of meds without letting you know. They advertised heavily nationally about how interactive they are with customers and counsel you about your med but never do unless you ask. They have gotten better but now have this overload and unfortunately hiring interns only slows things down. Lines have never been an issue with me though other than a couple of times a few years ago seeing no one or only one person in front of me and have to wait 15-20 minutes for my Rx to be filled. That has stopped.
I am glad that the McGuire pharmacy is getting more business out of this. Unlike the corporate nature of CVS, McGuire is much more invested locally. I did contact CVS customer service via their website, and this is the (somewhat canned and predictable ) response I received:
Thank you for your e-mail in regards to comments from customers about this CVS location. I am eager to respond. These comments have been recorded here and I have notified the area pharmacy supervisor as well as the district and regional managers. We will take the appropriate action with the store to ensure there is no recurrence. Thank you again for sharing your comments with us. We value our customer’s constructive feedback. If you would like to discuss this matter further please contact us at 1-800-746-7287. We are available Monday through Friday 8:30 am – 7 pm ET.
Janine
CVS Customer Relations
The reference number for this contact is 2775633.
I’ll add another recommendation for McGuire Park. I’ve used them exclusively since shortly after they opened and been extremely pleased. I’ve gotten exceptional service and local is nearly always better than corporate chain.
#32 Thanks. I’m equally impressed with them so far.
McGuire Park called me today to tell me that they were still in process of transferring my scripts from CVS – and that on one CVS had the wrong doc listed, they had the prescribing doctor incorrectly listed, claiming that he had sent in the script, when in fact the name listed is that of a veterinarian! On that one, CVS could not locate the original paperwork or identify the correct doctor! In addition, CVS said that two scripts were expired – but they were not, they were good until late April 2013. All this in addition to the fact that the pharmacist at McGuire had spent the better part of a week calling CVS only to be told that they were busy and would call back, which they did not. I think it’s all straight now, but what a task the pharmacist at McGuire had, and the lack of record keeping at CVS is a little scary.
The problem with small pharmacies is that they can get overwhelmed with new clients and then you are back to the “wait in line” issue again.
Then they may not accept all plans or insurances.
They won’t be able to carry all of the various generic brand prescription substitutions along with name brands.
Prices will most likely be higher.
Parking and convenience issues.
And if they can get by over time and expand, that homey one-on-one feeling will go away as always the case.
@#33. A little scary is right. Several of you have mentioned getting the wrong prescriptions. The wrong meds could kill a person. Maybe that’s what they’e waiting for before they revamp their system. Nothing like a senseless and avoidable death to put the wheels of change in motion. I contacted the VA Dept of Health Professions and spoke to Pam in Enforcement, in an effort to get them to inspect the place. However they need specific names and testimonials from individuals who have actually experienced getting the wrong meds. I am not one of those people. So if anyone who has had issues at the CVS can fill out a complaint form or contact them by phone or email, maybe we can get the ball rolling. Here’s the address: http://www.dhp.virginia.gov/Enforcement/complaints.htm .I also emailed them a link to this discussion.
I also emailed WTVR in an effort to shed light on the events at the CVS. The whole situation reminds me of the meningitis deaths this summer. In that case, the enforcement agencies had been contacted about the compouding pharmacy long before anyone died, but nothing was really done until a few hundred people were ill or dead. Hopefully the VDHP will not follow that model and be proactive in their efforts. Especially if the citizens make known their concerns.
#35 and 36, wow you sure are proactive, many thanks! I’m not sure if I have a legitimate complaint about the one script that they had the wrong doctor’s name on, but I will definitely follow up, if only to make your time and efforts worth while! I hope others will, too. Again, many thanks.
i transferred all my Rx out of there last week, its good to see other people have noticed, and its not just me having a problem. Last time i was there, they were “out” of a certain medication i have that is time sensitive- meaning if i dont take it at the same time everyday its null and void. They werent sure when they were getting in new supplies, and werent very helpful when i stressed i needed that type of medication. I switched to the kroger at lombardy, and waited less than 2 min to pick up my last Rx.
I called McGuire Park today and ordered a refill, asked if they’d deliver it to my home. They called back and said it was too cold outside to leave at my door, but they’d deliver it to my work, and it was there within and hour. I’m really impressed with them!
Happened to be in CVS yesterday to pick up shampoo, saw the pharmacy line, now they’ve added more chairs for those who wait, but not more staff to make filling prescriptions less time consuming. There was a big crowd back by the pharmacy, standing plus sitting around. Glad I’m not part of that any more.