CVS Specialty Customer Service

I was diagnosed in December 2018 with an eventually terminal illness and am receiving 2 to 3 medications (it varies) from CVS/SPECIALTY. Overall the app has a friendly UI, is informative about my medications, and the chat feature generally works. My only complaint is that I am still only able to order 1 medication through the app, the other one I have to call customer service and wait on hold. The customer service agents are usually friendly but it takes a long time compared to the app, and defeats the purpose of having the app in the first place. I understand with these REMS medications you have to be very careful but perhaps in the near future I could order everything through the app! Thank You!

I just Love this App!! The customer service & Pharmacists are great too. The App makes it so easy to refill my specialty medications from my Doctors. It is very informative & accurate. I haven’t had any problems with the App. Their Customer Service Dept. will call or leave messages when they haven’t heard from me. I appreciate that. When I do talk to customer service & Pharmacists, they all have been very helpful in getting my order to me ASAP. They have shown kindness to me personally with professionalism. I would recommend Everyone to use them because of their accuracy in your special medication orders & getting them to you in a timely manor. The App is a Great one, even for information on medications.

I am relatively new to this app but so far it has worked smoothly. I wish I could say the same for their telephone service which includes long waits on hold and customer service reps who typically seem relatively inept. I pray I the app continues to be easy so I never have to call them again!

It is really easy to order a script which makes it easier than having to call but for some reason they still want you to call, why? The questions are easily asked within the app why is a call still required? If the point is to reduce the number of calls and/or eliminate calling all together what’s the point of asking the same questions within the app that are asked during the call? Please, no phone calls if at all possible? Other than that it’s a easy, wonderful application to order speciality medicine!!!

Someone else wrote a review praising this app and CVS Specialty Pharmacy’s customer service, and I thought it must have been me because my experience is exactly the same. I wish the CVS Specialty customer service people could handle every issue I have (looking at you, AT&T). They are so knowledgeable and courteous and are always able to resolve my questions promptly. Refilling my daughter’s specialty prescription on the app is easy, and I also appreciate their reminder feature.

I currently am satified with the level of communication I have with the program and the app works well. The customer help dept in Chicago is very helpful and timely with the information and help they have been with my situation, also shipping has been prompt and consitant with the published time and tracking accurate in arrival times . I am pleased to have knowledgeable personal educated in the process in cloves with my medication. Keep up the great work.

I have to take Humira so it has to ship overnight. Never had a real issue with CVS. Only one time my injectors were late but it was weather related and on UPS’s end. But when I called CVS to explain my unease with taking a drug that wasn’t kept refrigerated and was warm to the touch didn’t balk. Sent me a replacement kit and a label to mail back the bad ones. First rate service. And the app is first rate too!

This app is amazing. You just refill your prescription in the app, and you're on your way to having it shipped to your house. I love that I don't have to stay on the phone with the company for at least fifteen minutes altogether. Also, having to wait for someone to help you. I love this app, definitely recommend this app to others.

Both have been first rate. The app is quick to setup and quicker to use for refills. When there is a question where I need a live person, the folks at CVS continually offer me first-rate service. I don’t review a lot, and I most certainly do NOT give out 5 stars for next to anything or anyone; CVS has earned this rating on both accounts.

The app is very easy to use and quite intuitive! It is even easier than calling in and having someone else to fill in the information for me! I would like to see a version for the iPad, however. It’s larger and easier for me to see that it is on the cell phone. Keep up the great work CVS!

My experience with the app and CVS Specialty Pharmacy has been first rate. The app is easier to use than many others. Although I don’t have vision problems, my hands are a bit shaky and the large response area is easier for me. I don’t have to keep erasing to put in the right response.

I use this app to refill my specialty prescription monthly. It works very well. I have my medication delivered to my pharmacy so I don’t need to worry about being home to sign for delivery. Overall this is the most efficient and easiest way to refill. I’ve never had a problem with the app order.

My son has to have his medicine refrigerated and can’t skip a dose or it is a serious complication. CVS Specialty Care App has alerted me in plenty of time to order new injections and it is always sealed in a cooler type box with ice packs to make sure it does not get below temperature. I’m extremely pleased with CVS every month with their care!

I love being able to order this way. I really dislike having to make a phone call and go through all the questions. The call center associates are always very nice but I also work in a call center so really like NOT having to talk on the phone more than absolutely necessary. 😁

This way is so much easier than calling in every month to refill my prescription. Plus you get text/emails reminding you that you need to refill before you run out which helps when you have a busy schedule!!

Ordering was never easier. It is like ordering a Lift or dinner for delivery. Your password in the iPhone is your finger print. Answer a few standard questions they always ask and confirm your address and you are done. Everything else is stored on the app

I have never had with the CVS/specialty or for that matter The regular cvs pharmacy. They have always going above and beyond my expectation to make sure that happy and satisfied with everything relating to The Cvs pharmacies. And because of that I will not go anywhere Else I love this pharmacy they get an A++++++... in my book!!!

Allow billing history pdf to be saved as a file on mobile device or printed (app currently shows read only results and no save / print options). Establish tracking updates w/ Courier svc provider.

I am very happy with the format that this app., provides. It's very convenient and I always get my Humira on time. Thank you for helping me refill my Rx and I really appreciate the opportunity to use this means of communication and professional experience overall. Respectfully yours, Glenn Hu.

Using the app is much faster than reordering by telephone. It usually takes 5 minutes or more over the phone. With the app, ordering takes only a few minutes.

They have improved the app since I first started using it. I love being able to get my medicine without having to make the monthly phone call. I love the thumbprint option and ease of refills now. Thank CVS/SPECIALTY for listening to your app users.

I recently changed insurance providers and what a difference CVS Specialty Pharmacy has made! It is easy to order my Humira injections now! No ten minute phone calls to deal with! I love the app and it only takes a few minutes to get my order placed! I love it!!

This app makes the reorder process as simple and easy as possible. The app reminds you when it’s time to refill and it takes less than a minute to complete the order. Took me longer to write this review:-)

This app made it easy to order my Humira refills. I like that I can set a delivery date. I also like that the app gives me the option to get another sharps container if needed. It’s comforting that the app asks questions to make sure nothing has changed.

I like the app, the refill reminders are a life savers. It makes refills easy, and I don’t have to talk to a person on the phone. The downside is that I have to uninstall and reinstall the app every month because of an error message.

Why can’t other apps be so simple and user friendly to operate. I registered and filled my prescription in 5 minutes! There’s a reason that this app is 5 star rated. Thank you cvs for creating an amazing experience! Keep it simple!

The CVS Specialty app offers a clunky user experience. (I’m using it on a current-model iPhone with the latest software.) Here are my main criticisms: (1) A large pop-up from the bottom (“Improving your site experience”) keeps appearing every time I switch a page within the app; annoying! Make it appear only once! (2) A large pop-up from the top, prompting me to take a survey, also keeps appearing; also annoying! (3) When the app opens, it’s always in the “signed out” state, and I have to take the extra step of signing in. This is easy enough to do with Face ID, but it’s dumb; auto-sign-in with Face ID should happen automatically when I open the app. (4) The Yes/No pop-up asking me to confirm that I want to leave a page is also dumb. If I hit the app’s back arrow to leave a page, just let me leave it without the extra step. CVS could take a lesson from Express Scripts; the Express Scripts app works much more smoothly and is far better designed. Unfortunately, I’m stuck with CVS now as my plan’s pharmacy benefit manager.

I would love to use this app or the CVS Speciality website to manage my specialty prescription but I’ve been having an ongoing issue with creating an account for months now. They said they put a support ticket in at the start of this saga and that tech support would be in touch but no one ever did. Frustrated with the amount of times I’ve tried to create an account on every device I own, every browser in existence, and each time I get to the final step to create a password and finalize my account I’m met with an error message, or the page just says “loading” for a second before doing nothing and I can’t move forward to the next page. It’s so annoying!! I just want to make an account, it should not be this difficult and I hate having to call the speciality number every time I need a refill. PLEASE FIX THIS ISSUE CVS!

Who are the people giving this app 5 stars? Do they know anything about how apps are supposed to work? This app is a joke. I just logged in to order a refill, but the app wouldn't let me change my shipping address. There's a page for doing so, it after you enter the address, the subsequent page is BLANK, and you're never allowed to select the new address. The app goes into a state of permanent limbo, and all you can do is quit the app — which means starting over. Because of course this app remembers NOTHING you just entered. Even in normal usage, if you need to back out of the order page to refer to something on another page, you're warned that everything you just entered will be lost. Why? Because the app's programmers are too lazy to make it remember what we've entered? There's NO reason for this. Also, when navigating from one page to another, we're frequently asked, "Are you sure?" Are you kidding me? If I'm tapping a navigation button, that means I'm sure. Why does this app "babysit" our every move when simply navigating from one page to another? This app is horrifically conceived and horrifically executed.

Awful app. Fourth month in a row it will not allow me to add needles for my specialty infusion. An infusion is worthless without needles. I’ve talked with customer service about this for three months. Once they finally understand I need needles, and they aren’t available to me in the app (takes a while to get through this very basic problem), I have to place the order over the phone. Each time, they tell me they are placing a ticket to fix my account. They told me that last month, yet here we are, a month later, and the app is still not showing needles for me to order with my Hizentra. I’m sick and tired of the hassle. Convenience? Don’t make me laugh! Deleting this horrible app.

I placed my order, waiting til the day it was supposed to deliver. Did not get it. Went to the app and saw there was an insurance issue. Spent two hours on hold and was told they would look into it and get back to me. Called back the next day and it was a start over but they said they figured it out and it would ship the next day. Two days later I check the app and it says insurance issue. No notification or call or anything. What is the point of this app? I am 4 days overdue for my dose and no one contacts me and I don’t get any notifications and it is just overall the worst experience. I would give negative started I could.

First of all, I really like CVS pharmacy. Great people and great customer service. The app needs work though. I cannot add supplementary items to my order such as syringes, tubing, etc. necessary for my son’s infusions. I see the feature that says I can add the items but it does not work for me. This necessitates an extra call from CVS or to CVS to add these items to my order. Not a huge problem but an inconvenience for needing the extra phone call and sometimes extra shipment if they don’t add the items to the main order.

I was able to refill my prescription one time only— now it doesn’t show up at all, either here on the app nor on the website, which means that I have to call in to customer service each time I need a refill.. which takes a fair bit of time more than (that one time) on the app did. In turn, that means I am usually late in refilling my rx, thinking I might get lucky with the app on a different day, and generally avoiding unpleasant phone calls. Please make this app functional! Thanks in advance :)

I mainly use this app to track the progress of my shipments and to get the tracking number following shipment. Since my last refill a month ago, the orders button now disappears as soon as I log in. Very annoying. There also seem to be fewer options than there were before, however I never used the other features, so I can’t say what’s missing with confidence.

Fix this app already, it hasn’t worked in many months. App will let you answer ALL questions and then when you get to the last screen, you’ll get an error message. I have to spend 30 minutes on the phone every month with CVS to order my recurring supplies, and I tell them each time to report the app is STILL not working, but they obviously do not care. My IOS is current as is my phone, and I always download any app updates, but they never fix the CVS Specialty app. What a joke.

Everytime I go to check my orders it always say no orders and I have to keep on closing the app and trying to reload it and see if it will show my orders. I understand sometimes you can’t see orders that was just placed but I also can never see the orders placed it the past it’s always completely blank and I have to keep closing and reloading the app til it decides to work.

I don’t know who maintains this app but it’s terrible. I’m not able to view orders, prescriptions and can’t even refill 95% of the time . It just stays “loading” and nothing ever shows up. Isn’t as if I can just use the website either, because that does the same thing. How can such an important app have that many issues that are preventing patients from doing the main thing its supposed to do! Going on a week&i still haven’t been able to view or refill. Thanks CVS!

Not great company. The app is not hard to use. However, the support is horrible when pertaining to needing help. You still have to call the pharmacy to get anything taken care of. They do not apply copay cards so you cannot use the app to order meds. The messaging system is a joke! They don’t answer your questions but say they will have someone follow up. That defeats having a messaging system if you cannot resolve something via that way. And no one follows up!!

I try to order via the app and answered all the prompts, but they have to speak to me regardless. Why wouldn’t I just order it over the phone if a call must be made anyway? I received two shipments of my Rx so far and the order history (like shipped status or tracking) has never been updated. App prompts you about losing form data every time the back button is used, even on screens with no data entry. I emailed support a few weeks ago and never received a response.

Stupid app won’t remember passwords so you have to reset it every time because who does?! It freezes up more times than not, so you have to keep re-entering information. Don’t use this pharmacy or app if you can help it! I only do because my insurance requires it and I have no choice. This company is the worst! They almost killed me once by giving me someone else’s prescription instead of what was prescribed to me! CVS: DO NOT RESPOND TO ME! I DON’T WANT TO HEAR YOUR EXCUSES! F-OFF!

It's decent for the most part but it's annoying to have it log me out constantly after 10 minutes. For some reason as well even though I have alarms and notifications on for the app the majority of the time the alarms don't go off and I don't realize until I open the app that I missed a dosage of medication.

I have updated my account several times contacted Customer Service several times. The website finally works, but the app is not functioning whatsoever. It keeps telling me that my account is locked and I cannot access it, but I can access it online. So frustrating. I've been going around in circles all morning trying to get this operating and it's still not working so I deleted the app because it's garbage.

This used to be an efficient way to refill your specialty Rx since calling to request a refill is a 20 minute experience. There was an update I’m assuming because all of a sudden I’m being forced to change my password and then the app didn’t recognize my email, it took three tries to get it to work. Finally got logged in, placed my order, then error message. Tried again…error message.

I don’t know about the app yet but your phone skills are absolutely horrible I’ve been on hold the first time to enroll as you are making me do even though this is the same medication I already have for 1 hour 4 minutes and 27 seconds I had to hang up because I got an emergency call now I’ve been on hold for 57 minutes 12 seconds this is absolutely assinine..people have lives and if you can’t accommodate then you need to not make people enroll for existing meds!!!!!!!!!!

Even if you go into "settings" on your iPhone. Very annoying especially if you have a bill that you owe (guess what? The company never did "benefit verification" on my co-insurances which subsequently lead to a bill showing up). Abt to delete this app and switch pharmacy because of this insidious tactic to subvert my turning the notifications OFF. So annoying to get these messages almost everyday

The data on this app is very seldom accurate as it relates to the status of an order. In addition they never call or let you know when they run into issues with filling a prescriptions. I was forced to transfer my prescription here a year ago as a result of an insurance change but the experience with CVS has been portable compared to my previous specialty pharmacy with both the app and the pharmacy. I would avoid if I could!

The secure messaging function is being phased out, and the chat feature is run by a virtual assistant (completely unhelpful). You also cannot add your children to your account for their specialty medicine, an unnecessary and frustrating hurdle. These issues make the app more frustrating than useful. Hope they address these problems soon.

This application is a pain to use. There are many bugs, especially in the chat function. It’s clear that CVS has paid some vendor bottom dollar to crank this app out and that they offshore their customer support to a firm that is incentivized to close cases as quickly as possible. I couldn’t view a message that was directly sent to me and the agent asked me to call their help desk to report the bug. Ridiculous; I’m not being paid.

Maybe this app can simplify refills but so far with multiple phone calls, text messages, and "Do You Want To Cancel" errors to move from page to page within the app -- I still received an incorrect order. The app provides access to some infoation but not key pieces --- QUANTITY! COST! Which would have allowed me to spot the issue with the order before it arrived at my door. Now how many phone calls will it take to correct???

This app is so locked down. It’s impossible to login regularly. Every time I try to login I have to change my password because it won’t accept the password even though I know I’m entering the right one. And it’s nearly impossible to do if you use a password manager it will not accept what you’re doing. I need to fix this because it’s such an important app.