ComplaintsforRoadrunner Pharmacy

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  recently took my dog to vet & was diagnosed with valley fever & was put on meds, After the 3mo worth she was given was still in need of more & took to vet clinic much closer to where I now live & her rite test was positive still & was prescribed meds again. The Vet mentioned Roadrunner Pharmacy & that they were much cheaper than where I previously got the meds & also do ship free. When they 1st contacted me there was a discrepancy with ***************** & had to contact vet to verify. They contacted Roadrunner & called me back & explained all & told me to be by phone as I'd be getting a call from them to place order & have sent (that was April 21). I never got a call/heard from them (nor voicemail) that day or the next. I attempted to call them as my call records show on 22 April , No Answer or reply back either! Day past and still nothing! I even went as far as to send 2 faxes on the 28th since hadn't answered or replied! Suddenly the day after i sent fax they tried to call but hung up when answers and had to call back. I had only been given 7days of meds for my dog till i got order from them but at this point had less then 2days worth left. They told me IF it got sent that day i may get by Wednesday following week! Leaving dog with no meds 3 days or more! Was told they have rush & also Saturday delivery but wanted $30 more. Asked to have it waived due to issues & no contact & told was my fault I didn't contact them (ehich i had tried). I contacted clinic which called them & said they spoke to someone & said having that waived shouldn't be an issue or doing something at the least. A "supervisor" called who didn't believe ****** had to call vet on 3 way call. was still told wasn't their fault & if they hadn't contacted me maybe could've have did something (which i did try to call & no reply!) Supervisor had excuse for everything i got fed up & said forget it i'll have them call it in local even it it does cost more! Liars & wasted my time & making my dog suffer!

  Business response

  06/28/2022

  Dear **********************,

  I want to apologize for the lapse in responding to your complaint.  I had a chance to review the phone calls related to this issue.  After the clinic called to confirm the dosage of the medication, we should have contacted you back and unfortunately our call center team was not aware of the phone call between the pharmacist and the clinic.  You did try and call on the 22nd, sent two faxes and were able to reach us on 4/29.  We should have processed your order without discussing the cost of expediting the medication.  After speaking with a team leader, you were understandingly frustrated and declined the prescription.  I do want to apologize for the misunderstanding.  If you would like to choose Covetrus in the future, we are happy to expedite your next order.  

  Again, please consider our apology and we want to make it right for you.

  Thank you,

   

  *******************

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