{"id":"cvs","page":"https://escalate.alexgaoth.com/#/c/cvs","html":"https://escalate.alexgaoth.com/c/cvs/","generated":"2026-10-15","company":{"id":"cvs","name":"CVS Pharmacy","aliases":["cvs","cvs.com","cvs/pharmacy","cvs extracare"],"sector":"retail","parent":"CVS Health Corporation","website":"https://www.cvs.com","official_domains":["cvs.com","cvshealth.com"],"security":{"never_asks":[{"kind":"policy","claim":"CVS says CVS Pharmacy will never call and ask customers for ordering or purchasing information, and that CVS Health does not ask for personal or financial information by email or text.","source":"https://www.cvs.com/retail/help/security","last_verified":"2026-10-12"},{"kind":"policy","claim":"CVS says CVS Health texts customers from short codes, not 10-digit phone numbers.","source":"https://www.cvs.com/retail/help/security","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Calls that spoof a CVS pharmacy's number and ask about refills or orders, or for your driver's license number, Social Security number or insurance information. CVS says to call the pharmacy at the number on CVS.com or on your ExtraCare card.","source":"https://www.cvs.com/retail/help/security","last_verified":"2026-10-12"},{"kind":"policy","claim":"Texts and emails that imitate CVS offers, \"surprise\" rewards, gift cards or survey rewards.","source":"https://www.cvs.com/retail/help/security","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"This entry covers CVS Pharmacy stores and CVS.com retail orders only. Aetna insurance and CVS Caremark pharmacy benefits are separate businesses with their own complaint paths. Prescriptions have separate return rules. The status of the CarePass membership was not confirmed.","channels":[{"id":"store-customer-service-phone","type":"phone","label":"CVS Pharmacy customer service (1-800-SHOP-CVS) for stores, pharmacy, policies and photo","value":"+1-800-746-7287","hours":"Mon-Fri 8:30 AM-7 PM ET; Sat-Sun 10:00 AM-6:30 PM ET; closed major holidays","purposes":["refund_request","damaged_item","unauthorized_charge","billing_error","poor_service"],"source":"https://www.cvs.com/retail/help/help-subtopic-store-customer-service","last_verified":"2026-10-12"},{"id":"online-customer-care-phone","type":"phone","label":"CVS.com Customer Care (online orders, mail returns, PayPal refunds)","value":"+1-888-607-4287","purposes":["refund_request","lost_package","damaged_item"],"notes":"Call before mailing back a CVS.com item.","source":"https://www.cvs.com/returnpolicy","last_verified":"2026-10-12"},{"id":"online-return-policy","type":"portal","label":"CVS.com online return policy","value":"https://www.cvs.com/returnpolicy","purposes":["refund_request"],"source":"https://www.cvs.com/retail/help/help-subtopic-store-customer-service","last_verified":"2026-10-12"},{"id":"store-refund-policy","type":"portal","label":"CVS in-store refund and return policy (PDF)","value":"https://www.cvs.com/bizcontent/general/contactus/storerefundpolicy.pdf","purposes":["refund_request"],"source":"https://www.cvs.com/retail/help/help-subtopic-store-customer-service","last_verified":"2026-10-12"},{"id":"online-help","type":"portal","label":"CVS.com and mobile app help","value":"https://www.cvs.com/retail/help/help-subtopic-help-cvs-site-and-mobile","purposes":["lost_package","account_access"],"source":"https://www.cvshealth.com/contact.html","last_verified":"2026-10-12"},{"id":"corporate-mail","type":"mail","label":"CVS Health corporate headquarters","value":"CVS Health, 1 CVS Drive, Woonsocket, Rhode Island 02895","purposes":["poor_service"],"source":"https://www.cvshealth.com/contact.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"store-customer-service-phone"},{"rung":"supervisor","channel":"store-customer-service-phone"},{"rung":"written_complaint","channel":"corporate-mail"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"refund_request","summary":"Most new, unopened items can be returned within 60 days with a receipt; CVS.com items can be mailed back after calling Customer Care.","evidence":["receipt or CVS.com order number","payment card","photo ID"],"steps":[{"do":"Return the item to any CVS Pharmacy store within 60 days with the receipt. A photo ID may be required."},{"do":"For a CVS.com item you want to mail back, call Customer Care first.","channel":"online-customer-care-phone"},{"do":"If the store manager refuses, call CVS customer service, then dispute the charge with your card issuer.","channel":"store-customer-service-phone"}],"facts":[{"kind":"deadline","claim":"Most new, unopened items bought at CVS Pharmacy or CVS.com can be returned or exchanged within 60 days of purchase.","issues":["refund_request"],"source":"https://www.cvs.com/returnpolicy","last_verified":"2026-10-12"},{"kind":"policy","claim":"With a receipt, refunds go to the original payment method (check and PIN-debit purchases are refunded in cash); without a receipt, CVS issues the refund on a CVS/pharmacy Money Card. All returns are subject to the store manager's approval.","issues":["refund_request"],"source":"https://www.cvs.com/retail/help/help-subtopic-store-customer-service","last_verified":"2026-10-12"},{"kind":"policy","claim":"CVS Store Brand products and cosmetics carry a 100% guarantee; Store Brand refunds need the product and proof of purchase.","issues":["refund_request","damaged_item"],"source":"https://www.cvs.com/retail/help/help-subtopic-store-customer-service","last_verified":"2026-10-12"},{"kind":"limit","claim":"Prescriptions ordered online cannot be returned to stores; special-order items such as footwear, motorized scooters and lift chairs must be handled through Customer Care.","issues":["refund_request"],"source":"https://www.cvs.com/returnpolicy","last_verified":"2026-10-12"}]},{"issue":"damaged_item","summary":"Call CVS.com Customer Care for a damaged online order; stores handle in-store items.","evidence":["photos of the item and packaging","order number"],"steps":[{"do":"Photograph the item and packaging."},{"do":"Call CVS.com Customer Care and ask for a refund or replacement.","channel":"online-customer-care-phone"}]}],"known_blockers":["cvs.com help pages often return HTTP 503 to automated fetches."]},"playbooks":{"refund_request":{"company":{"id":"cvs","name":"CVS Pharmacy","sector":"retail","website":"https://www.cvs.com","account_url":null},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Most new, unopened items can be returned within 60 days with a receipt; CVS.com items can be mailed back after calling Customer Care.","evidence":["receipt or CVS.com order number","payment card","photo ID"],"steps":[{"do":"Return the item to any CVS Pharmacy store within 60 days with the receipt. A photo ID may be required."},{"do":"For a CVS.com item you want to mail back, call Customer Care first.","channel":{"id":"online-customer-care-phone","type":"phone","label":"CVS.com Customer Care (online orders, mail returns, PayPal refunds)","value":"+1-888-607-4287","purposes":["refund_request","lost_package","damaged_item"],"notes":"Call before mailing back a CVS.com item.","source":"https://www.cvs.com/returnpolicy","last_verified":"2026-10-12"}},{"do":"If the store manager refuses, call CVS customer service, then dispute the charge with your card issuer.","channel":{"id":"store-customer-service-phone","type":"phone","label":"CVS Pharmacy customer service (1-800-SHOP-CVS) for stores, pharmacy, policies and photo","value":"+1-800-746-7287","hours":"Mon-Fri 8:30 AM-7 PM ET; Sat-Sun 10:00 AM-6:30 PM ET; closed major holidays","purposes":["refund_request","damaged_item","unauthorized_charge","billing_error","poor_service"],"source":"https://www.cvs.com/retail/help/help-subtopic-store-customer-service","last_verified":"2026-10-12"}}],"channels":[{"id":"store-customer-service-phone","type":"phone","label":"CVS Pharmacy customer service (1-800-SHOP-CVS) for stores, pharmacy, policies and photo","value":"+1-800-746-7287","hours":"Mon-Fri 8:30 AM-7 PM ET; Sat-Sun 10:00 AM-6:30 PM ET; closed major holidays","purposes":["refund_request","damaged_item","unauthorized_charge","billing_error","poor_service"],"source":"https://www.cvs.com/retail/help/help-subtopic-store-customer-service","last_verified":"2026-10-12"},{"id":"online-customer-care-phone","type":"phone","label":"CVS.com Customer Care (online orders, mail returns, PayPal refunds)","value":"+1-888-607-4287","purposes":["refund_request","lost_package","damaged_item"],"notes":"Call before mailing back a CVS.com item.","source":"https://www.cvs.com/returnpolicy","last_verified":"2026-10-12"},{"id":"online-return-policy","type":"portal","label":"CVS.com online return policy","value":"https://www.cvs.com/returnpolicy","purposes":["refund_request"],"source":"https://www.cvs.com/retail/help/help-subtopic-store-customer-service","last_verified":"2026-10-12"},{"id":"store-refund-policy","type":"portal","label":"CVS in-store refund and return policy (PDF)","value":"https://www.cvs.com/bizcontent/general/contactus/storerefundpolicy.pdf","purposes":["refund_request"],"source":"https://www.cvs.com/retail/help/help-subtopic-store-customer-service","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Most new, unopened items bought at CVS Pharmacy or CVS.com can be returned or exchanged within 60 days of purchase.","issues":["refund_request"],"source":"https://www.cvs.com/returnpolicy","last_verified":"2026-10-12"},{"kind":"policy","claim":"With a receipt, refunds go to the original payment method (check and PIN-debit purchases are refunded in cash); without a receipt, CVS issues the refund on a CVS/pharmacy Money Card. All returns are subject to the store manager's approval.","issues":["refund_request"],"source":"https://www.cvs.com/retail/help/help-subtopic-store-customer-service","last_verified":"2026-10-12"},{"kind":"policy","claim":"CVS Store Brand products and cosmetics carry a 100% guarantee; Store Brand refunds need the product and proof of purchase.","issues":["refund_request","damaged_item"],"source":"https://www.cvs.com/retail/help/help-subtopic-store-customer-service","last_verified":"2026-10-12"},{"kind":"limit","claim":"Prescriptions ordered online cannot be returned to stores; special-order items such as footwear, motorized scooters and lift chairs must be handled through Customer Care.","issues":["refund_request"],"source":"https://www.cvs.com/returnpolicy","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.","source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"A business may not misrepresent the nature, purpose, amount or refundability of any fee, or the identity of the good or service the fee is charged for.","issues":["billing_error","refund_request"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.3","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"store-customer-service-phone","type":"phone","label":"CVS Pharmacy customer service (1-800-SHOP-CVS) for stores, pharmacy, policies and photo","value":"+1-800-746-7287","hours":"Mon-Fri 8:30 AM-7 PM ET; Sat-Sun 10:00 AM-6:30 PM ET; closed major holidays","purposes":["refund_request","damaged_item","unauthorized_charge","billing_error","poor_service"],"source":"https://www.cvs.com/retail/help/help-subtopic-store-customer-service","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","channel":{"id":"store-customer-service-phone","type":"phone","label":"CVS Pharmacy customer service (1-800-SHOP-CVS) for stores, pharmacy, policies and photo","value":"+1-800-746-7287","hours":"Mon-Fri 8:30 AM-7 PM ET; Sat-Sun 10:00 AM-6:30 PM ET; closed major holidays","purposes":["refund_request","damaged_item","unauthorized_charge","billing_error","poor_service"],"source":"https://www.cvs.com/retail/help/help-subtopic-store-customer-service","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"corporate-mail","type":"mail","label":"CVS Health corporate headquarters","value":"CVS Health, 1 CVS Drive, Woonsocket, Rhode Island 02895","purposes":["poor_service"],"source":"https://www.cvshealth.com/contact.html","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["cvs.com help pages often return HTTP 503 to automated fetches."],"security":{"official_domains":["cvs.com","cvshealth.com"],"never_asks":[{"kind":"policy","claim":"CVS says CVS Pharmacy will never call and ask customers for ordering or purchasing information, and that CVS Health does not ask for personal or financial information by email or text.","source":"https://www.cvs.com/retail/help/security","last_verified":"2026-10-12"},{"kind":"policy","claim":"CVS says CVS Health texts customers from short codes, not 10-digit phone numbers.","source":"https://www.cvs.com/retail/help/security","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Calls that spoof a CVS pharmacy's number and ask about refills or orders, or for your driver's license number, Social Security number or insurance information. CVS says to call the pharmacy at the number on CVS.com or on your ExtraCare card.","source":"https://www.cvs.com/retail/help/security","last_verified":"2026-10-12"},{"kind":"policy","claim":"Texts and emails that imitate CVS offers, \"surprise\" rewards, gift cards or survey rewards.","source":"https://www.cvs.com/retail/help/security","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":14},"verified_from":{"page":14},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 14 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"This entry covers CVS Pharmacy stores and CVS.com retail orders only. Aetna insurance and CVS Caremark pharmacy benefits are separate businesses with their own complaint paths. Prescriptions have separate return rules. The status of the CarePass membership was not confirmed.","warnings":[]},"damaged_item":{"company":{"id":"cvs","name":"CVS Pharmacy","sector":"retail","website":"https://www.cvs.com","account_url":null},"issue":{"id":"damaged_item","name":"Item arrived damaged or defective"},"playbook_source":"company","summary":"Call CVS.com Customer Care for a damaged online order; stores handle in-store items.","evidence":["photos of the item and packaging","order number"],"steps":[{"do":"Photograph the item and packaging."},{"do":"Call CVS.com Customer Care and ask for a refund or replacement.","channel":{"id":"online-customer-care-phone","type":"phone","label":"CVS.com Customer Care (online orders, mail returns, PayPal refunds)","value":"+1-888-607-4287","purposes":["refund_request","lost_package","damaged_item"],"notes":"Call before mailing back a CVS.com item.","source":"https://www.cvs.com/returnpolicy","last_verified":"2026-10-12"}}],"channels":[{"id":"store-customer-service-phone","type":"phone","label":"CVS Pharmacy customer service (1-800-SHOP-CVS) for stores, pharmacy, policies and photo","value":"+1-800-746-7287","hours":"Mon-Fri 8:30 AM-7 PM ET; Sat-Sun 10:00 AM-6:30 PM ET; closed major holidays","purposes":["refund_request","damaged_item","unauthorized_charge","billing_error","poor_service"],"source":"https://www.cvs.com/retail/help/help-subtopic-store-customer-service","last_verified":"2026-10-12"},{"id":"online-customer-care-phone","type":"phone","label":"CVS.com Customer Care (online orders, mail returns, PayPal refunds)","value":"+1-888-607-4287","purposes":["refund_request","lost_package","damaged_item"],"notes":"Call before mailing back a CVS.com item.","source":"https://www.cvs.com/returnpolicy","last_verified":"2026-10-12"}],"facts":[],"rules":{"in_force":[{"id":"magnuson-moss-warranty","title":"Magnuson-Moss Warranty Act","citation":"15 U.S.C. 2302, 2310; FTC Disclosure and Pre-Sale Availability Rules","jurisdiction":"us-federal","status":"in_effect","summary":"Federal law for written warranties on consumer products. Warrantors must disclose warranty terms in simple language, may not void a warranty because the consumer used another brand of parts or service (unless those are free or the FTC grants a waiver), and may not disclaim implied warranties when they give a written warranty. Consumers can sue for breach and may recover attorneys' fees.","source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"Under a \"full\" warranty, service must be free, available to anyone who owns the product during the warranty period, and the warrantor must replace or refund if it cannot repair the product after a reasonable number of tries. It may not limit the duration of implied warranties or impose unreasonable duties, such as requiring return of a registration card.","issues":["warranty_claim","damaged_item"],"source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"store-customer-service-phone","type":"phone","label":"CVS Pharmacy customer service (1-800-SHOP-CVS) for stores, pharmacy, policies and photo","value":"+1-800-746-7287","hours":"Mon-Fri 8:30 AM-7 PM ET; Sat-Sun 10:00 AM-6:30 PM ET; closed major holidays","purposes":["refund_request","damaged_item","unauthorized_charge","billing_error","poor_service"],"source":"https://www.cvs.com/retail/help/help-subtopic-store-customer-service","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","channel":{"id":"store-customer-service-phone","type":"phone","label":"CVS Pharmacy customer service (1-800-SHOP-CVS) for stores, pharmacy, policies and photo","value":"+1-800-746-7287","hours":"Mon-Fri 8:30 AM-7 PM ET; Sat-Sun 10:00 AM-6:30 PM ET; closed major holidays","purposes":["refund_request","damaged_item","unauthorized_charge","billing_error","poor_service"],"source":"https://www.cvs.com/retail/help/help-subtopic-store-customer-service","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"corporate-mail","type":"mail","label":"CVS Health corporate headquarters","value":"CVS Health, 1 CVS Drive, Woonsocket, Rhode Island 02895","purposes":["poor_service"],"source":"https://www.cvshealth.com/contact.html","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["cvs.com help pages often return HTTP 503 to automated fetches."],"security":{"official_domains":["cvs.com","cvshealth.com"],"never_asks":[{"kind":"policy","claim":"CVS says CVS Pharmacy will never call and ask customers for ordering or purchasing information, and that CVS Health does not ask for personal or financial information by email or text.","source":"https://www.cvs.com/retail/help/security","last_verified":"2026-10-12"},{"kind":"policy","claim":"CVS says CVS Health texts customers from short codes, not 10-digit phone numbers.","source":"https://www.cvs.com/retail/help/security","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Calls that spoof a CVS pharmacy's number and ask about refills or orders, or for your driver's license number, Social Security number or insurance information. CVS says to call the pharmacy at the number on CVS.com or on your ExtraCare card.","source":"https://www.cvs.com/retail/help/security","last_verified":"2026-10-12"},{"kind":"policy","claim":"Texts and emails that imitate CVS offers, \"surprise\" rewards, gift cards or survey rewards.","source":"https://www.cvs.com/retail/help/security","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":14},"verified_from":{"page":14},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 14 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"This entry covers CVS Pharmacy stores and CVS.com retail orders only. Aetna insurance and CVS Caremark pharmacy benefits are separate businesses with their own complaint paths. Prescriptions have separate return rules. The status of the CarePass membership was not confirmed.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"store-customer-service-phone","type":"phone","label":"CVS Pharmacy customer service (1-800-SHOP-CVS) for stores, pharmacy, policies and photo","value":"+1-800-746-7287","hours":"Mon-Fri 8:30 AM-7 PM ET; Sat-Sun 10:00 AM-6:30 PM ET; closed major holidays","purposes":["refund_request","damaged_item","unauthorized_charge","billing_error","poor_service"],"source":"https://www.cvs.com/retail/help/help-subtopic-store-customer-service","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","channel":{"id":"store-customer-service-phone","type":"phone","label":"CVS Pharmacy customer service (1-800-SHOP-CVS) for stores, pharmacy, policies and photo","value":"+1-800-746-7287","hours":"Mon-Fri 8:30 AM-7 PM ET; Sat-Sun 10:00 AM-6:30 PM ET; closed major holidays","purposes":["refund_request","damaged_item","unauthorized_charge","billing_error","poor_service"],"source":"https://www.cvs.com/retail/help/help-subtopic-store-customer-service","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"corporate-mail","type":"mail","label":"CVS Health corporate headquarters","value":"CVS Health, 1 CVS Drive, Woonsocket, Rhode Island 02895","purposes":["poor_service"],"source":"https://www.cvshealth.com/contact.html","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"security":{"official_domains":["cvs.com","cvshealth.com"],"never_asks":[{"kind":"policy","claim":"CVS says CVS Pharmacy will never call and ask customers for ordering or purchasing information, and that CVS Health does not ask for personal or financial information by email or text.","source":"https://www.cvs.com/retail/help/security","last_verified":"2026-10-12"},{"kind":"policy","claim":"CVS says CVS Health texts customers from short codes, not 10-digit phone numbers.","source":"https://www.cvs.com/retail/help/security","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Calls that spoof a CVS pharmacy's number and ask about refills or orders, or for your driver's license number, Social Security number or insurance information. CVS says to call the pharmacy at the number on CVS.com or on your ExtraCare card.","source":"https://www.cvs.com/retail/help/security","last_verified":"2026-10-12"},{"kind":"policy","claim":"Texts and emails that imitate CVS offers, \"surprise\" rewards, gift cards or survey rewards.","source":"https://www.cvs.com/retail/help/security","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":14},"verified_from":{"page":14},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 14 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"retail","title":"Retail and online shopping — how complaints work","last_verified":"2026-10-12","file":"guides/retail.md","page":"https://escalate.alexgaoth.com/#/guides/retail"}}