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Business Profile

Specialty Pharmacy

Walgreens Specialty Pharmacy

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Specialty Pharmacy.

Complaints

This profile includes complaints for Walgreens Specialty Pharmacy's headquarters and its corporate-owned locations. To view all corporate locations, see

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Walgreens Specialty Pharmacy has 9 locations, listed below.

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    Customer Complaints Summary

    • 48 total complaints in the last 3 years.
    • 11 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/06/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      This company, is very irresponsible do to *** and other nurses stating that had a medication and they did not I feel very discriminated due to the fact that cant get my medication.

      Business Response

      Date: 02/19/2025

      After a review of this complaint, we are unable to corroborate the consumer's claim that they were told by a member of our mail service staff that a medication in stock was not in stock.   This customer is being managed at a local ********************** location.  

    • Initial Complaint

      Date:01/16/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Prescription for ***** They charged me and my copay plan - they promised me a refund back in November for $346.62, I have called numerous times and they claim it is in process.The ticket number is REF-*******

      Business Response

      Date: 01/29/2025

      Thank you for forwarding this patients concern and allowing us to research and respond.  We thoroughly researched the concern and remedied the situation.


      The customer contacted the ********************** on 1/16/25 regarding a refund she was owed from Walgreens Specialty Pharmacy.  The date of service for this refund was from 3/19/2024, and the customers concern was that she had to call multiple times to get the refund issued.  The refund check was issued  by Walgreens Specialty on 1/16/25 and sent to the patient via USPS.  Walgreens Specialty researched the concern and found opportunities for retraining staff members about our internal process to follow when patients request a refund.  We contacted the patient and informed her of our findings.


      In addition, Walgreens Specialty provided the customer with a direct contact on the Service Delivery Team if any additional needs arise. 


      We are confident that we resolved this concern in a satisfactory manner.

    • Initial Complaint

      Date:09/09/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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 or around September 4, 2024, I transferred 2 prescriptions at different times into Walgreens ************ Pharmacy. My ******** part D plan listed them as a mail delivery option. After speaking with customer service with ********************** mail service pharmacy I was informed that they do not accept ***************** By September 5, 2024, I begin initiating transfer request from my local Walgreens retail store at ****************************************************************. Unfortunately they have not been able to retrieve my 2 prescriptions from Walgreens mail service. On 9/9 I tried having my local ****** in *********, ** request my prescriptions from Walgreens ************. Unfortunately again they havent been able to get them. The 2 prescriptions are for diabetes: Mounjaro 15mg and ********* 500mg. I am seeking help from Walgreens ************ to get my prescriptions sent to either my local Walgreens retail store mentioned above or to ****** in *********. Since the prescriptions are a few weeks old, it will cost me $75 to visit the doctor again via telehealth to get them replaced. My DOB is *******.

      Business Response

      Date: 09/23/2024

      Thank you for the opportunity to review and reply to this customers concern. 

      ********************** A Pharmacist arranged to have the customers order transferred to ********************** at **************************************************************  Once complete, the customer was contacted to inform him that his request was fulfilled. He appreciated the response and resolution to his request.


      We are confident that the actions listed above have resolved the concern.

      Customer Answer

      Date: 09/24/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:09/01/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      They are supposed to ship me Dupixent every two weeks....they had a "glitch" in their system and didn't notify me for a delivery that was supposed to happen on 8/30/24. Then, they did react after several calls and claimed they would ship it out overnight to arrive by 8/31....it never arrived. On 9/1, again after several calls....they claimed no one was in and they couldn't ship it out until 9/3 now because of the holiday....my prescription will be 5 days late.

      Business Response

      Date: 09/10/2024

      Thank you for forwarding this patients concern and allowing us to research and respond.  We thoroughly researched the concern and remedied the situation.

      The customer contacted the ********************** regarding a concern about a refill and the timeliness of delivery.

      Walgreens Specialty researched the concern and found that when the customer notified us of his need to receive more medication, we arranged a same day delivery.  We confirmed delivery of this medication with the customer.
      In addition, ********************************************* provided the customer with a direct contact on the Service Delivery Team if any additional needs arise.  IT has investigated the system error, and we will monitor future orders for the patient to ensure this doesnt happen again.

      We are confident that we resolved this patients concern in a satisfactory manner.

    • Initial Complaint

      Date:08/21/2024

      Type:Product Issues
      Status:
      Answered
      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.
      latest bill is dated 08/06/2024, have received multiple bills prior. Alliance Px - Walgreens Specialty Pharmacy is sending me a bill $235 however I have never used their services. They send me a bill with no itemized detail as to what the bill is for, i.e. date of service, medication issued. I have reviewed by health insurance and this company has never billed my insurance either. I attempted to call them at # on bill ************ and they require that I provide them with my date of birth and social security number which I refused. I gave them the info that they have, my name and address and nothing. I have written them asking for an itemized bill and nothing, just the repeated bill stating no activity and you owe $235. Not sure if this is a scam but I need help resolving. My data was breached and i received a letter stating name, medial information, and other sensitive data was stolen, Not sure if this is related to that OR if this is legitimate. Please help me. Thank you.name on bill: ****** de la **** acct# on bill: ******* **************************************************************** #***** located at ************************************* mail payment to ************************ Bill states no activity, no transaction date, no prescription number or explanation of activity.

      Business Response

      Date: 09/03/2024

      Thank you for forwarding this patients concern and allowing us to research and respond.  We thoroughly researched the concern and remedied the situation.

      The customer contacted the ********************** regarding a concern with an invoice from Walgreens Specialty Pharmacy (formerly AllianceRx Walgreens Specialty).  The customer was concerned the invoice was a scam.
      Walgreens Specialty researched the concern and found that we did provide services to the patient that was arranged by her doctor and shipped to her doctors office.  We contacted the patient, and she did confirm administration of the medication.

      In addition, Walgreens Specialty provided the customer with an itemized billing statement that was mailed to her home address.  We also provided the customer with a direct contact on the Service Delivery Team if any additional needs arise.

      We are confident that we resolved this concern in a satisfactory manner.

    • Initial Complaint

      Date:06/26/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 contacted allianceRX four time and each time one of the customer service representative would tell me it was out for delivery on dates 6-24-24,6-25-24.but truth is they don't care about helping me i ask them if they contact dhl e commerce why are they holding my package because everytime i spoke with a representative from dhl e commerce they would tell me it was out for delivery and i ask dhl person for help fileing a complaint he said no and hang up on me i am going file a complaint a against DHL e COMMERCE. I THINK SOMEONE IS TRYING DISCOURAGE FROM USING THE SERVICE AND IF SO I LIKE TO KNOW WHY ! BECAUSE THIS HAS BEEN AN ON GOING PROBLOM WITH THIS DHL IN MELROSE PARK RX ALLIANCE IS NOT TRYING TO HELP ME.

      Business Response

      Date: 07/05/2024

      The patient contacted the Better Business Bureau regarding his experience with AllianceRx Walgreens Pharmacy. Specifically, in reference to concerns with the delivery status of an order. 


      A representative from AllianceRx Walgreens Pharmacy spoke with the patient regarding his concerns.  After reviewing the patients account, the ********************** was able to reship the order to the patient.  In addition, details related to his phone experience with DHL have been provided.  AllianceRx Walgreens Pharmacy provided the patient with dedicated resources in the event he experiences any further issues.

      AllianceRx Walgreens Pharmacy strives to provide exceptional service while ensuring our patients receive the medicine they need,to feel better and live well. Please know that we are committed to exceeding expectations with all future interactions. 

    • Initial Complaint

      Date:05/17/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      The manufacturer of a medicine I need every day contracted Alliance RX Walgreens to manage the time sensitive regular refrigerated delivery of my medication. Alliance RX has been successful in delivering it to me on time once in the past 5 months. Every month I have to take time off work to wait for ***** who drives up my driveway and continues out without stopping to bring it to my door. I watch him do this every month and complain to Alliance RX and Fed Ex, neither of whom has been able to get the driver to come to my front door. For 5 months! I have had to refuse medication that has been sitting at Fed Ex for too long on 2 occasions. I have witnessed the driver putting a tag on my mailbox attempted delivery) when he never drove up the drive. Fed Ex hung up on me when I tried to register a complaint and Alliance RX insisted that I must get Fed Ex to resolve it for me, meanwhile, I have not received my medicine.

      Business Response

      Date: 05/28/2024

      Thank you for the opportunity to review and reply to this letter.

      AllianceRx Walgreens Pharmacy filed a formal complaint with ***** on behalf of this patient.  ***** responded with an apology and stated that a supervisor had spoken directly to the driver who delivers this patient's packages.  We discussed this with the patient, along with suggesting the patient enroll in ***** delivery manager so that specific directions can be added for all deliveries.  Additionally, the patient was provided a direct contact number for an agent on the AllianceRx Walgreens Pharmacy Service Delivery Team so that the patient can contact an agent directly who is familiar with the patient's needs.

      We are confident that the actions listed above will rectify this situation.

    • Initial Complaint

      Date:05/09/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Have been attempting to coordinate care and obtain prescription for over 5 months. Every time a phone call has been placed, a different rep has been on the line with different instructions. They do not communicate with one another and I would just like to get my husbands prescription filled. We understand dealing with multiple companies to complete this transaction can be time consuming but I would like to think that after 5 months, we should be able to get prescription filled.Due to my husband not being able to fill his prescription, he is declining in his own ability to complete his ADL's. He has difficulty walking from parking lot to the back of a store and back out to our vehicle. Also his arthritis is now effecting his ability to chew his food at times. We have had trouble every year for last 3 years obtaining this medication d/t Alliance RX's inability to communicate.

      Business Response

      Date: 05/17/2024

      We appreciate the opportunity to review this letter, research the account, and provide a response.


      Upon receipt of this message, we researched the account, including all profile notes and phone calls.  Our research indicates that the patient's insurance company has denied the Prior Authorization request from the prescriber and will not allow a claim to process for the prescribed medication.  We contacted the prescriber to discuss, and the prescriber is aware of the insurance company's denial of the Prior Authorization.  The prescriber requested that we close the order and store the prescription for potential future use if the prescriber is able to work with the insurance company to have the Prior Authorization approved in the future.  We made multiple outreaches to the complainant via telephone call and email, and provided a phone number and email address for a direct contact agent on the AllianceRx Walgreens Pharmacy Service Delivery team.  We have not received return communication from the complainant at this time.

    • Initial Complaint

      Date:05/07/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 take Repatha for a serious heart issue. My ***************** has approved it as a "medical benefit" rather than a pharmacy benefit; while in the mainland told me to get it from AllianceRx, where I have ordered it monthly about 11 times. 1 out of 4 refill attempts results in catastrophic **nfusion at AllianceRx, causing me to miss doses, sometimes for weeks! I am an MD and have never experienced this degree of sheer in**mpetence before in a pharmacy, to the degree that if you told me they were paid actors just trying to ruin my day, I would almost believe you -- every call to AllianceRx is like a ***** Python skit. Example: last Tuesday 30APR I called the refill number on my prior Repatha box and the person literally dozed off on me -- loud snoring -- after 12 mins of them snoring and not speaking, I had to get back to work. I called their other number the next day 01MAY and the person said my order was stalled in insurance verification. I reminded them to tell insurance to NOT run as pharmacy benefit, run as medical (since this was the problem in the past) and they said it would be run stat and I would hear back the same day or 1st thing next AM. Never heard back. So I called back 02MAY and got the same story -- it wasn't run as stat but would be, and I would hear back by end of day. Never heard back. I called back again 03MAY and was forwarded to "leadership" in insurance team who explained they were erroneously trying to process as pharmacy benefit and she'd have it fixed and call me back in 1 hour. Never heard back. I called again twice on Monday 06 May and after 37 mins total call time, they got it processed. They verified my address, then called me back 3 more times **nfused about my address! which they had right the 1st time anyhow! Total time spent to get my meds (late) was 9 calls and >2 hours. And this is not the worst experience--once I went without meds x3 wks and insurance ** patient advocate and the drug **mpany had to intercede! Absurd!

      Business Response

      Date: 05/17/2024

      We appreciate the opportunity to review ************************** letter, research his account, and provide a response.


      Upon receipt of this message, AllianceRx Walgreens Pharmacy thoroughly researched ************************** profile, including listening to all calls associated with his account.

      Multiple actions have been taken to mitigate future issues, including adding notes to ************************** account with details regarding processing his claim through his major medical benefits rather than the pharmacy benefits.  ********************** has also been provided a **** (Single Point of Contact) on the ARxWP Service Delivery team, allowing him to contact the same person directly in case of future concerns.  The **** will also monitor future orders to ensure there are no delays in any of the processing stages, including the major medical benefits investigation stage.

      We are confident that these resolution actions put in place for ********************** will mitigate future concerns.

      Customer Answer

      Date: 05/17/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:04/06/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      This company is incredible inept. I'm in the ** now and would like the BBB to help. I get weekly infusions which are delivered monthly to my house. There is an issue and holdup EV**Y shipment, typically a week or longer. If they need a new prior auth or script they don't realize it until the medication is supposed to be shipped. This holds things up a few days. Medical supplies which are supposed to come w the order just mysteriously are missing when you get it. My Dr, ,address, and insurance have been the same for years and I've been w this company for years yet EV**Y order is screwed up and delayed. Right now I'm going on 2 weeks overdue and have been promised 4 times this last week it would be at my house the next day yet nothing still. I messaged the *** of Alliance and no response. And even w breaking promises I never get a call saying it's delayed again for whatever reason. My Dr even yelled at them this week because they're supposed to be sending 36 vials and have only been sending 32. They also had insurance deny it only because they ordered the medication twice within a week. They never know why anything happens. Now I'm sick again and I want Walgreens to pay for my hospital stay because it would've been avoided if they had an clue as to what they're doing. I spend 2 hrs every day on the phone and they say ok you'll get it tomorrow and I never get it. Still no response from the company,managers, or *** *********************.

      Business Response

      Date: 04/19/2024

      We appreciate the opportunity to review ********************** letter, research his account, and provide a response.

      Upon receipt of this message and other messages from ****************** to senior leadership at AllianceRx Walgreens Pharmacy in/around April 6th and 7th, 2024, a Senior Director clinician from AllianceRx Walgreens Pharmacy reached out to ****************** on Sunday, April 7, 2024 to assist.

      Issues with the insurance authorization for ********************** prescription needed to be resolved prior to shipment.  As soon as the insurance issues were resolved, AllianceRx Walgreens Pharmacy shipped ********************** medication via same day courier on April 9, 2024.

      We have been in contact with ****************** and have provided a Single Point of Contact on a specialized therapy management team at AllianceRx Walgreens Pharmacy (with a direct phone line and email address) to work directly with him for future orders.

      We are confident in this resolution that was put in place for ******************.

       

       

    Walgreens Specialty Pharmacy is NOT a BBB Accredited Business.

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