Why Walgreens Trumps CVS: A Comparative Analysis of Retail Pharmacy Services

Introduction

In the world of retail pharmacy, two dominant players have dominated the market for decades: CVS and Walgreens. While both companies offer a wide range of pharmaceutical and retail services, consumer preferences often vary based on factors such as location, customer service, pricing, and specific services offered. This article aims to explore the pros and cons of both CVS and Walgreens, providing readers with a comprehensive comparison to help inform their decision.

The Customer Experience

The customer experience is a critical factor in determining customer loyalty and satisfaction. In this regard, Walgreens has garnered more positive responses from customers compared to CVS. A common complaint about CVS is its automated phone system. As one customer points out, ‘You cannot call and talk to a real person…PERIOD’,’ said a customer, ‘but have to leave a voice mail and they will call you back. After I got the prescriptions I need to pick up, now I am moving everything back to Walgreens. You can actually talk to someone there.'

Pricing and Medicare Part D Coverage

The pricing of prescriptions from both CVS and Walgreens can be a significant consideration for many customers. As another customer mentions, 'Neither one but I have used both in the past. The reason I don’t use them now is that they are not preferred pharmacies on my Medicare Part D Prescription Drug Plan. And if you call around and get price quotes on your prescriptions they are both among the most expensive pharmacies.' It's crucial for customers to consider the affordability of their medications when deciding which pharmacy to use.

Pharmacy Services for Veterans

Pharmacy services, especially for veterans, are another critical factor that customers consider. Both CVS and Walgreens position themselves as partner pharmacies with the VA, with detailed pages dedicated to their support for service members. However, as one exhausted customer shared, ‘My husband is on VA and had bronchitus so bad the urgent care put him on breathing treatment as soon as he walked in the door. CVS is listed as a partner with VA and has a whole page dedicated to how they honor veterans etc.. They refused to fill his nebulizer and flat out said because it was too expensive. This is actually against the law. If you have a legal prescription and they cover your insurance or in this case the VA you have to fill the prescription. We went across the street to Walgreens. Ditto on the VA partner and flying flag of the we honor our vets on their website also. They refused to fill it also.'

The incident shared by the customer highlights the importance of reliability and compliance in pharmacy services, especially for veterans. While both companies often tout their support for veterans, there are instances where this support falls short.

Conclusion

In conclusion, Walgreens has established a reputation for better customer service, more competitive pricing, and a higher level of compliance with legal requirements. For customers seeking a reliable pharmacy service, especially those on Medicare Part D or who are veterans, Walgreens may be the better choice. However, it's always advisable to research and compare the pharmacy services in your area to find the one that best meets your needs.

Keywords: pharmacy comparison, Walgreens vs CVS, customer experience