A woman from New Jersey’s TikTok video has been going viral after revealing how her local CVS Pharmacy handles customers who call in on the phone. After waiting over an hour on hold and driving to the location itself, she discovered that the associates were not, in fact, helping anyone and the store was not busy.
The video has sparked various conversations online about wait times for help when it comes to CVS Pharmacy, with some revealing their very own stories and experiences. Others sided with the pharmacists, pointing out that even if they didn’t appear busy, they likely were.
The incident occurred in West Caldwell, New Jersey, and features a woman standing inside a CVS Pharmacy while also on hold with them. The video’s caption is directed at CVS’s TikTok account and reads, “This is your pharmacy in West Caldwell NJ. They never answer, even if it’s a doctor – who they “need authorization from.” Your playing around with people’s #medication.”
The short clip starts with the camera trained on the phone, which reveals that she had been on hold for approximately an hour and seven minutes. A moment later, the camera pans up to show the pharmacy itself, which does have a few associates behind the counter and little to no one inside.
The phone cannot be heard ringing; however, this is likely because her call was answered before being put on hold. There is a moment within the clip where you can see another person standing at the counter of the pharmacy, likely being helped, judging by the exact location she was at.
Unfortunately, additional context about why she needed to call the pharmacy or what anyone inside the establishment was working on was not revealed. CVS Pharmacy does not have a single, corporate-wide guaranteed minute wait time policy for answering phone calls or filling new prescriptions. However, it is definitely odd behavior from the pharmacy at a glance.
Comments and Reactions To New Jersey CVS Making Customer Wait
Various commenters were in agreement with the original poster, replying with their own similar experiences. Under the TikTok video, one user wrote, “you can directly call your cvs pharmacist? mine auto-prompts to leave a voicemail off-rip! NO option to speak directly anymore 😒.”
Other users felt that the incident was negligent on the pharmacy’s behalf, with another person writing, “Its doesn’t matter how you spin this. This isn’t acceptable customer service.” Similarly, another person wrote, “Being on hold for an hour is still unacceptable guys….“
As the video continues to spread on TikTok, more people are leaving behind their opinions on the situation at hand in the comments section below.
