Making Our Stores Accessible

CVS Caremark operates more than 7,000 retail stores in 41 states, of which 70 percent are open 24-hours or maintain extended hours. We are committed to making our stores convenient and inclusive for all of our customers. From selecting sites and designing the layout of our stores to establishing hours of operation and the services we provide, our goal is to deliver excellent customer service and, at the same time, be an asset to the community. We are continually working to accommodate all of our customers’ needs, such as disability access, language translation, and access to product in order to deliver on our commitment to customer-centric care.

Store Locations

Our real estate strategy is twofold: opening new stores in order to serve our growing customer base and moving some existing stores to more convenient locations. Our goal is to make our stores inviting and easy to shop. Existing stores are renovated, on average, at least once every five years, to keep them fresh and appealing for customers and the community. We also are sensitive to the unique cultures of individual communities. For example, in some cases, the external signage at our stores reflects the languages spoken in that locale.

Store Environments

We strive to make our stores comfortable, navigable and consumer-oriented, especially for women, by featuring: lower-height shelving; wide, carpeted aisles with a clear pathway to the pharmacy; easy-to-understand store graphics and signage; and dedicated beauty areas with specialized beauty advisors.

Accessibility for Customers with Disabilities

We provide shopping assistance and, in some areas, home-delivery services for customers with disabilities, and we meet or exceed the requirements of the Americans with Disabilities Act (ADA).

Service for Non-English-Speaking Customers

Throughout our stores, we have Language Line translation services available to support customers in more than 120 languages, with Spanish, Mandarin Chinese and Vietnamese being the most common. In certain markets we are working to staff our stores with more multilingual employees. We provide prescription information printouts in English and Spanish, and some of our stores feature bilingual signage. Our customer services group is also able to engage translation services to better communicate with all customers.

Product Accessibility

We provide prompt and efficient service to customers by dispensing all legally prescribed medications with respect and making retail and over-the-counter medicines easily accessible in all locations, except in those rare circumstances where state and federal regulations or loss prevention requires modifications. In those circumstances, we comply with applicable government regulations and company personnel are always available to explain company policy.