Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/12/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i have been trying for about 1year and a half to get diapers and they keep sending pads that i have no use for i keep ***ling western drug medical and i haven't been able to speak to a human just the leave a message and they never ***l back they only care about getting money from my medi-*** insurance.tax payers money going to waste because i can't use what they send me

• Initial Complaint

  Date:11/25/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My powers cord@ toggle switch broke. Western drugs *********** are giving me the run around when I reach a human n not recording. Usually a recording n nobody calls back much. **** care paid for the repairs @ western saying manufacturers problem. **** said not true its western drugs they rarely do a proper n timely repair. I'm disabled ? n trapped in my apt. I depend on my power chair. Needs to be repaired now. Not when western feels like it

• Initial Complaint

  Date:10/02/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was referred to Western Drug by my physician for a new K5 manual wheelchair in June '23.Called multiple times before I was connected with correct department to make appointment with a Seating Technician to come and take my measurements and ask what type of chair I need.Appointment was set for 6/26/23, technician came and measured me for the type of chair I needed. Stated there was a strong possibility my insurance would deny. I was told I would hear back from them within 3 weeks.I waited 5 weeks for a call back before I started calling them for an update (started calling week of Aug 28th). Everytime I called and choose the **** I needed from their automated phone system it went to voicemail and left a message.9/6/23 I was finally able to speak to a representative and they stated that they needed to speak to another associate and they would call me back later that week or I can call the following week to get an update. Week of Sept 11th came and I called, left messages with multiple departments with no call back.Week of Sept 18th same thing, called, no answer from any **** including operator, left messages with no call back.Week of Sept 25th, same thing called multiple times on various days with no one picking up in any department I transferred to, left multiple messages with no call back.Finally on 9/28/23 I was persistent called multiple times and got a hold of the operator (which is rare) and insisted on being transferred to a supervisor in real time (no voicemail). The amount of effort one has to put to just get a person on the phone for their medical necessities is definitely not fair nor is it ok. It can be matter of life or death for some. This company which works with major insurance companies needs to improve on their service levels. The current A+ rating on BBB is not a accurate representation of this companies abilities and performance.

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 20672028
  
  I am rejecting this response because: Western Drug is not accepting responsibility  on their lack of communication to patients and does not indicate how it will improve the ability for a patient to reach an associate to provide assistance. The way they have it setup for people when they call in is not user friendly and makes it difficult almost impossible to be connected to someone who can assist you. My review is one of many from their "clients" that complains about the same issues. It is a wide spread and consistent problem with this medical service provider who serves a large community. Western Drug needs to take accountability and make changes to improve.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the past 3 months they have been sending the wrong size diapers. I have called them over 10 times and have had supervisors promise me they will correct the issue but yet they repeatedly mail out the wrong size. Once it is mailed they say that they cannot Bill insurance so I have to wait a whole month to send out the correct size the following month.

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/10/05) */ Firstly, Western Drug Medical Supply would like to apologize that the customer was not satisfied with the services we provided. After reaching out to the supervisor in question of this complaint, it has been confirmed that changes were made to the order on 08/30/2022. The customer spoke to our order intake supervisor on 08/30/2022 to describe the issue they had been experiencing with the size of their diapers. Our order intake supervisor promptly corrected the issue and processed the next order with the size that was requested by the customer. In addition, the order was shipped out 6 days in advance (On 09/01/2022 instead of the scheduled date of 09/07/2022). The member should be receiving this same order on 10/07/2022 as well. The supervisor has been asked to contact the member to follow up with their previous order and make sure the size we sent out was the size that was requested. If the size of the diapers still do not fit the member's needs, we will resolve the issue moving forward.

• Initial Complaint

  Date:08/04/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 27, I spoke to Western Drug Medical Supply locates in Glendale, CA. The company had confirmed for CPAP device pickup at my place on July 29 (this is a return). On July 29 they no show no call. July 29, I made a phone call to the company, they rescheduled to August 2. Once again, no show no call. This is twice without explaining what happened. I attempted to contact Wester Drug Medical Supply with CPAP Department after this, no one answered the phone. I left the messages with my contact information a few times to CPAP Department but always no one answered. If the medical device is unable to return or pick up by them, it will result the fee charged by my insurance. I already reported to my Pulmonologist **************** regarding the issue. Western Drug Medical Supply did not follow the commitments for picking up their device and no response until today. I hope this may be resolved with your help to prevent any possible charges happen to me.

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/05) */ Firstly, we would like to genuinely apologize to the customer for the unsatisfactory service they experienced. The customer was scheduled for a pick up of their CPAP equipment, however, due to the unfortunate circumstance of the recent COVID-19 surge, three of our drivers had to call out sick due to them experiencing the illness. We apologize that this patient's pick up was not done, however, we had many oxygen deliveries that were scheduled for that week and those must be prioritized over any pick ups. Due to our shortage of drivers for the week, we could not free up any slots to schedule the pick up for the customers equipment. The equipment was eventually picked up on 08/04/2022 once we had the requisite drivers to schedule it. As an experienced business in the medical field for over 40 years, we can assure the customer and the insurance will not be charged for the additional days that the machine was in their possession as the return request was confirmed by the customer on 07/29/2022. Our software system does not generate bills for dates beyond the pick up request date. We regret that the customer's phone calls were not returned. While we have been experiencing a large volume of calls combined with a shortage of employees, it has always been our number one priority to provide quality customer service to every customer. If the customer experiences difficulties getting someone on the phone in the future, they are advised to dial our operator and asked to speak to the supervisor of the department they are trying to reach. We again apologize for the undesirable experience and can assure that a similar situation in the future will be handled with more attention and care.