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Original Comment My name is Lisa Allen; I experience the worst customer service I have in many years.I brought a script to CVS pharmacy as I have for years to store #6520 @ 8:15a yesterday; Shelia took my information and I handed her my driver's license and insurance card saying I didn't know if needed; but I'm under MEDCO for scripts she advise she sees Medco information but will check if insurance information is correct-OKAY. Shelia took my can be reach number and ask when to pick up, I said 5pm after work. I get to CVS at 5:15p and encounter Danni-woman; who gets meds and begin ringing and asked do I have insurance; I say yes; through MEDCO. She asks for my insurance card; I give my ANTHEM card to her but states it's through Medco (which didn't have a card to give) and explain situation that happen that morning with Shelia who saw all my information but said my insurance number was incorrect. She is gone about ten minutes (I'm watching all this from the counter) and comes back and say this card is not right, never seen a card like this; there is no MEDCO information in the system. I explain it was there this morning Shelia verified and I have been coming here for years with no incident (all year with occasional scripts from the doctor. I told Danni, I can only conclude that it was erase/deleted when Shelia did something this morning by imputing insurance information.<br /> <br /> Danni doesn't offer any smoothing; she lacked customer service skill; the worst I have experience in years. Danni says maybe Shelia didn't know that insurance wouldn't pay for meds; I said it's been 9 hrs and Shelia took my CBR number-why didn't I receive a call if there was a problem,; then Danni says why didn't you come in earlier to pick up script, I was floored, because I was at work and what difference does that make; and she made a couple other excuses such as, an update was done; I said this late in the year; it is time for new insurance information why would they do that in December, I asked. Danni states; well I will try to get authorization do you want to wait or come back; I will wait; it's been 9 hrs since I originally brought it in; approximate ten minutes have passed now. <br /> <br /> Thirty minutes later after another staff member told her again, you need to contact MEDCO not ANTHEM insurance company; then Danni hung up and dialed phone again. Another employee asked Maam have you been help (because she had rung up and help at least 7 people by this time); I said I assume I'm being helped; although I'm just standing here with no feedback. Ten minutes later, Danni gets off phone and slides card to me without a word and goes behind counter for meds. I notice she is talking to the head pharmacist and it seems something is not right with the meds that was done for me; not sure if wrong count, wrong dose. Finally fifty-five minutes in to my visit; Danni comes back to register where I had been standing all this time and says okay that $8.69. I begin to tell her how this was the worst service I had experience in years; lack of caring; no customer service skills; no apologies; no advising that all is taken care of with MEDCO; information is back in system NOTHING; even after that NOTHING from her BUT A SMIRK. <br /> <br /> The head pharmacist comes over and I explain it all again and he apologies a couple times and states he didn't understand why I had been standing there all this time or what was going on; he wish he had of known what was going on; (then Danni chimes in and give a fake apology-I told her at this time it is not sincere and to keep it) and the head pharmacist takes over my transaction which was appreciated because I was LIVID with Danni and didn't want to deal with her anymore or ever again. The Head pharmacist states he would talk to Danni about her service; I wasn't quite convince; but decided I needed to share this experience; hopefully to stop it from happening to someone else. I don't complain often; but I work for the Telecommunication industry for over 15 years and that kind of behavior is not tolerated and for someone to be behind the pharmacy, handling people medicine and health in their hands and be so nasty, uncaring and just lack interpersonal skills is tragic for CVS and its customers.

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