ComplaintsforWalgreens

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Store#***** pharmacy. This pharmacy is mismanaged. Lack of personnel. On every Rx filled the wait time is unexceptionable. You can not get help on phone. On hold so long the call drops. Today like all others only 1 person to help customers. 35 mins in line(with only 2 in front of me. Rx filled 6/29. Requested delivery and paid for delivery. Rx was not processed for delivery until 7/6. I have the receipt and receipt shows was to go out 7/9. Of course the hurricane blew in knocked out power. My husband was without this med and another med previous filled for delivery. I went today and it was in a tub and the earlier Rx was out back on shelf. Talked with a manager and they admitted the pharmacy has only gotten worse due the Walgreens cutbacks. I had went to another Walgreens when power restored and they had many employees to help customers. My ********************** showed Rx sold so I couldnt even get at another store. All I want is for the pharmacy to be managed with enough people to serve this community. I am not the only one. I filed complaints 2 to cooperate office. No help.

  

  Business response

  07/18/2024

  Thank you for contacting our company in regard to this complaint. Our Consumer ******************** has sent this case to the District Manager for handling. The following information was provided as the resolution details. 
  
  
  
  Summarize the resolution addressing these questions:
  
  1. Date Resolved: 7/18/2024
  2. Who Resolved: District Manager ******************
  3. How Resolved: Multiple-prong solution in place and presented to customer
  * Provided District Manager contact info to customer in order to receive real-time feedback as solutions are implemented
  * Added temporary PhLEX F1 & F4 support through 7/31/2024 as I continue to pursue the following:
  
  i. District Manager and Store Manager will meet virtually with Regional Agile Healthcare team to review Micro-fulfillment pushbacks and review processes resulting in excessive frontloaded tasks upon opening daily
  
  ii. District Manager, Director Pharmacy & Retail Operations and HealthCare Supervisor will meet to discuss whether this location should be considered to roll back Sunday RX closures that coincide with reported drops in service levels
  
  iii. District Manager working with District team to add temporary support while trial solutions above are explored and reviewed.
  
  4. Customer satisfaction: The customer is satisfied with the solutions to be implemented and will continue to update District Manager with feedback from subsequent visits.
  5. Compensation given: None
  
  
  If you have any questions, please do not hesitate to contact me. 
  
  
  Thank you, 
  
  ************************
  Executive Response Specialist
  ******************
  ***********************
  Fax: ************
  
  
  
  

  Customer response

  07/18/2024

   
  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

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was paying $28.49 for a prescription. On 5-20-24, someone changed the billing information from GoodRX to SCPTC and the price went up to $43.33 for the next 3 fills dated, 5-20-24, 6-5-24, 6-17-24. When I picked up the 6-17-24 fill, I requested my prescription profile and found the cause of the increase in price. I went back inside to request a refund for the difference of all three. I was able to to get a refund for the 6-17-24, but not for the 5-20-24 or 6-5-24 fills. So I paid $43.33 on those two dates when the price should have been $28.59. The pharmacy manager did not know what to do for the 5-20-24 and 6-5-24 fills. He said his boss was on vacation until the next week, but he would contact me when he spoke to her. I was never contacted and no effort was made. I went through multiple customer service chats with no effort being made to fix the issues at hand. The difference in costs is $29.68. I have a copy of my patient profile, but they can look it up themselves.I paid $86.66.I should have paid $56.98.$86.66 - $56.98 = $29.68.I have to put the math on there because pharmacists who go to school for 8 years overcharge patients, can't calculate days supply correctly, use their personal opinions to decide when to fill a prescription causing missed doses, intentional, continuous, unreasonable delays, lying to patients about their medication information (then get ****** off when they are caught), among other ethical and federal violations, such as HIPAA Laws. I shouldn't be hearing what another patient is taking because a tech calls me to the counter and then starts talking on the phone at the same time.No, I am not the only one that has had issues. They sent away a 60+ year old man that has previously had both knees replaced, twice, and had just recently had a hip replacement surgery because he was scheduled to run out that evening and wouldn't start the next **** until the next day.Please send this to someone that has the ability to do something.

  Customer response

  07/11/2024

  The Walgreens address is

  Walgreens Pharmacy 

  609 ***** Drive

  ************, TX 75638

   

  Walgreens recently purchased all of the pharmacies inside Brookshires Grocery stores.

  The Walgreens store number is 21524.

  

  Business response

  07/15/2024

  Thank you for contacting our company regarding this complaint. Our Consumer ******************** has sent this case to the District Manager for handling. The following information was provided as the resolution details.
  
  
  1. Date resolved: 7/14/2024
  2. Who resolved: District Manager, **************
  3. How resolved:  I have attempted to contact the patient 3 times by phone today but have been unable to reach him as of yet. I left a voicemail at 3:35pm explaining that we were working on correcting the issue of the mis-bill currently and asked that he return my call at his earliest convenience. I have corrected the billing for this script in the future, but I cannot remove the offending discount card because he prefers other medications on it.
  4. Customer satisfaction:  N/A
  5. Compensation given: There is a ticket in progress to correct the billing mistake. Waiting on help desk to contact the pharmacy.
  Thanks,
  
  ****************
  Executive Response Specialist
  ***********************************************************************************
  Fax: ************
  
  

  Customer response

  07/15/2024

   
  Complaint: 21974059
  
  I am rejecting this response because:

  Thank you for the effort in trying to contact me. I have absolutely no service at my house. So I cannot reject that you made the calls. I have not received a voicemail. Again, could possibly be technical difficulties by Verizon. 

  I appreciate the progress made in fixing the billing mistake, but this does not fix future issues without proper training, for all pharmacy staff. I am specifically regarding the regularly scheduled pharmacists and pharmacy manager. The reality is they have crossed the line from having bad customer service to ethics violations by enforcing personal opinions on protocols rather than professional opinions. Causing customers to miss scheduled doses is the result of the choices they make. Refer to the 65 year old man's experience previously mentioned. Will this problem get fixed. The answer is almost certainly no. Without someone bringing up these issues they will continue. Patients should not miss doses because the pharmacy won't start to fill one until after you run out. There's a culture problem in this pharmacy. It will not be fixed without a change in management and training. Patients should not miss doses and should not be squeezed to have to pick up a prescription 4 or 5 hours before their last dose. This is not ********** where everything works on time to the second. Fill the prescriptions and give people a couple of days to pick them up before they run out. Not a difficult task. The result will ease the tension and stress that the technicians go through, the customer's go through, and also the pharmacists. I asked for an opinion on this situation from another pharmacist. Their response, "Wow. They are just asking for it. I can't believe they do that." Fix the the culture. Tell the manager to shave his ***** and look professional, at least.

  Again, thank you for reaching out. If you would like to speak directly to me, we can schedule a recorded call. Set it up through this message, and I would be glad to speak with you.
  
  Sincerely,
  
  ***************************

  

  Business response

  07/18/2024

  Thank you for contacting our company in regards to this complaint. Our Consumer ******************** has sent this case to the District Manager for handling. The following information was provided as the resolution details. 
  
  
  
  Summarize the resolution addressing these questions:
  
  1. Date resolved: 7/17/24
  2. Who resolved: ************** District Manager
  3. How resolved: District Manager attempted to contact the patient 3 times by phone today but have been unable to reach him as of yet. A voicemail was left at 3:35pm explaining that we were working on correcting the issue of the mis-bill currently and asked that he return the call at his earliest convenience. A follow up email will also be sent. There is a ticket in progress to correct the billing mistake and we are waiting on the help desk to contact the pharmacy. I have corrected the billing for this script in the future, but I cannot remove the offending discount card because he prefers other medications on it. The customer can feel free to return my call or respond via email to further discuss. We will also be working on training for pharmacy management and staff to improve the customer experience and look for ways to prevent issues like these from occurring.
  4. Customer satisfaction: Pending
  5. Compensation given: Billing Correction
  
  If you have any questions please do not hesitate to contact me. 
  
  
  Thank you, 
  
  ************************
  Executive Response Specialist
  ******************
  ***********************
  Fax: ************
  
  
  
  

  Customer response

  07/19/2024

   
  Complaint: 21974059
  
  I am rejecting this response because:

  I will reject the response until the solution to the problem has been completed. I do not trust the effort made so far, but in good faith I am hoping that progress is moving in the right direction. So until the day I receive the correct amount in a check delivered to the address listed in the pharmacies computer, the address I'm asked to repeat every time I pick up a prescription, and the one that been in 3 different computer softwares at that pharmacy for the pas 20 years, I will not accept anything. 

   

  I cannot prove that *************** didn't call 3 times, but I am not sure why she would try, as I already informed her, in the last message, that I have no service at my residence. Voicemails however have been getting to my phone, except *******. So I am not sure what to think. Not smart, unless your goal is to not to talk to someone. 

   

  So send the check, train the pharmacists, change the culture in this pharmacy, be realistic that this isn't Disneyland, and make some ethical efforts to improve, for the community as a whole.

   

  Change protocols and maybe get advice from other Walgreens pharmacies on how this pharmacy should model itself or maybe just hire a new manager to do that. I will be satisfied when all of this is completed and the community will also. 

   

  Send the check with the corrected refund, for all medications, and I will close this out.

  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two Amazon gift cards from Walgreens in *************, ** on December 16, 2023 in the amount of $100.00 each for a total of $200.00 for Christmas presents. When my two kids tried to use them they both had a zero balance. I went back to Walgreens and talked with store manager ********* and she said she would call their headquarters. ********* called me back on February 13, 2024 and said they would open a ticket with the **** ******** and to email them a copy of the receipt, and gift cards which I did. I emailed them in March and they said they were still working on it and would update me soon. I emailed them again in April and did not get a response. I emailed them again in May and again no response. In June I called this number ************. The lady said there is nothing we can do with your issue and I need to contact Amazon. It took them 6 months to tell me there is nothing they can do!! So I called Amazon and had to call them back four different times until finally today, July 10, 2024 they said I have to go through Walgreens.

  

  Business response

  07/11/2024

  We have confirmed that the gift card(s) provided were successfully activated on 12/16/23 at store 5220 in the amount of $100.00 each. If the customer would like to check the status of their gift card or is having redemption issues, they will need to contact Amazon directly for further assistance. Walgreens and InComm can only confirm that the funds were successfully loaded onto the gift card(s). Gift cards cannot be redeemed prior to activation. Walgreens corporate policy is no refunds or exchanges on gift cards.
  Thank you
  Incomm

  Customer response

  07/12/2024

   
  Complaint: 21970835
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer response

  07/13/2024

  I'm not sure what you want me to say here.  The issue is that I purchased two Amazon gift cards and paid $100.00 for each of them at Walgreens so I assumed that after I purchased these two gift cards that the amount of $100.00 on each of them would be available to spend.  In December, the same month I purchased them, when my son-in-law and daughter-in-law went to use the gift cards they found out there was a zero balance on them so as soon as they were activated at Walgreens, whoever came in and scanned the card numbers spent the $200.00.  Therefore, they had a zero balance.  It is not my fault that someone came into the store and scanned the numbers illegally therefore spending the gift cards before we had a chance to do so.  Walgreens need to stand by their products!  Now I am out $200.00 because of this and need to be reimburse for this amount.   
  

  

  Business response

  07/15/2024

  We have confirmed that the gift card(s) provided were successfully activated on 12/16/23 at store 5220 in the amount of $100.00 each. If the customer would like to check the status of their gift card or is having redemption issues, they will need to contact Amazon directly for further assistance. Walgreens and InComm can only confirm that the funds were successfully loaded onto the gift card(s). Gift cards cannot be redeemed prior to activation. Walgreens corporate policy is no refunds or exchanges on gift cards.
  Thank you
  Incomm

  Customer response

  07/15/2024

   
  Complaint: 21970835
  
  I am rejecting this response because:  There was a ZERO balance/amount on both gift cards when trying to redeem!  You sold me two gift cards that were no good!  I realize that they were activated when I purchased them but between the time I purchased them and the time we tried to redeem them there became a no balance/amount on the cards, therefore, we could not use them!!  You need to have a policy that reimburses someone when this happens.  You also need to lock up your gift cards behind the counter so idiots cannot come into the store and scan the numbers on the gift cards as they did with mine, and as soon as I paid the $200.00 for them, they use up the gift cards, therefore, I had a zero balance when we tried to use them.  Not fair to me or all the other customers who trust that when a customer purchases a gift card it will not be tampered with!!!  So the thieves get away with my money and leave me with a zero balance.  NOT RIGHT!!!  All you care about is getting your money and don't care about your customers!!! I will never do business with ********************** again!!!!
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 7/9/24 I sent my son to Walgreens #***** to purchase Walgreens brand nicotine gum, advertised as Buy one Get one 1/2 price. I have done this several times. Due to a line of 3 customers the manager opened a register and called to my son to come over. She rang up 2 boxes of nicotine gum however, I did not receive the discount of $25.00 resulting in being over charged. When my son delivered the gum to me I saw the receipt and immediately called the manager for a refund. She claimed she could not help me over the phone, that I must come to the store to get my refund. I know from previous transactions similar to this one that she was able to retrieve the transaction in the system and issue a $25.00 credit to my rewards account that would have been fine with me as I am a long time customer of this **********************. I am disabled and have no way of going to the store. The manager was rude and would not even try to help me over the phone. I'm asking for a refund of $25.00 which I am due. Thank you, ***************************

  

  Business response

  07/12/2024

  Thank you for contacting our company in regard to this complaint. Our Consumer ******************** has sent this case to the District Manager for handling. The following information was provided as the resolution details. 
   
  
  
  
  Summarize the resolution addressing these questions:
  1. Date resolved: 7/12/2024
  2. Who resolved:  Store Manager, ************
  3. How resolved: Store Manager contacted the customer this morning on 7/12.  The product was actually buy 2 get one free not buy one get one half off.  He apologized to her and gave her the option to get $25 added to her rewards
  or to have her or son come in to get a free box.  She opted to take the $25 so he added $25 to her account.  She was satisfied with the results.
  Store Manager will meet with leadership to coach on opportunities in the future in customer care and how to add Reward money if needed when customer cannot come in **********************.
  4. Customer satisfaction: Yes
  5. Compensation given: $25 Walgreens Cash
  
  
  If you have any questions, please do not hesitate to contact me. 
  
  
  
  Thank you, 
  
  
  
  
  ************************
  Executive Response Specialist
  ******************
  ***********************
  Fax: ************

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Multiple times my physician has faxed over prescriptions to Walgreens to be filled for me and the pharmacy has either ignored and not filled it or they have delayed filling it without any contact with me to let me know whats going on. The last 2 instances were one prescription was delayed without explanation for over a week and most recently my Physician faxed in a new prescription on July 1 2024 but as of today July 10 2024 it has not been filled without explanation until I called them to find out what was going on. I was told the medication is not covered by my insurance so they never filled it. This is total BS all prescriptions should be filled regardless or the patient contacted immediately to approve or deny the prescription being filled. Your pharmacy is endangering patients health by delaying prescriptions being filled.

  

  Business response

  07/11/2024

  Thank you for contacting our company in regards to this complaint. Our Consumer ******************** has sent this case to the District Manager for handling. The following information was provided as the resolution details. 
   
  
  
  
  Summarize the resolution addressing these questions:
  Date resolved :7/11/2024
  2.Who resolved: District Manager  ***************;
  3. How resolved:   District Manager spoke with customer via phone and resolved customer medication concerns and will continue to do so going forward.
  4. Customer satisfaction: Yes
  5. Compensation given: None provided
  
  
  If you have any questions please do not hesitate to contact me. 
  
  
  
  
  Thank you, 
  
  
  
  
  
  **********************
  Executive Response Specialist
  *****************
  *************, AL 35661
  Fax: ************
  

  Customer response

  07/12/2024

   
  Complaint: 21968692
  
  I am rejecting this response because:
  They said they contacted me and resolved the issue when in fact they did not contact me. I talked to the pharmacist prior to filing this complaint and she told me she would fill my prescription and the cost would be around $4 but once it was processed they wanted to change me over $12.00 

  Sincerely,
  
  ***************************

  

  Business response

  07/16/2024

  Thank you for contacting our company in regards to this complaint. Our Consumer ******************** has sent this case to the District Manager for handling. The following information was provided as the resolution details. 
   
  
  
  
  Summarize the resolution addressing these questions:
  1. Date resolved:  7/12/2024
  2. Who resolved:  Store manager ************
  3. How resolved: Store manager ************ made several attempts to contact customer via phone but was unable to reach customer . Pharmacy will honor $4 price for prescription as was previously stated to patient.
  4. Customer satisfaction: Unknown
  5. Compensation given: None provided
  
  
  If you have any questions please do not hesitate to contact me. 
  
  
  
  
  Thank you, 
  
  
  
  
  
  **********************
  Executive Response Specialist
  *****************
  *************, AL 35661
  Fax: ************
  

  Customer response

  07/17/2024

   
  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

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/24, I purchased a Green *** cash back **** uploading $500 of my money on the card. The cashier insisted on me showing my government issued id before completing the transaction. I went to ecar and registered the card via green dots website and received an instant message stating that my card was activated and ready to use.just moments later i went to the gas station to purchase fuel and the card was denied due to nsf. I contacted green *** right away and went back to Walgreens and asked for the manager while I had a Green *** rep on the phone. Neither party offered a solution meanwhile I just put $500 on this card not even 30 mins had passed, green *** said I could not use bc it was registered to someone else, I asked how was that possible when I just purchased the card? They did not offer any solution bc they could not identify me as the purchased although I provided a copy of the card and my receipt to boyh htrrn fot and Walgreens despite mu promptness to rrsolbe my isdue they failed to gollow tules gor consumer protection and fdic regulations, i also requested gteen fot to lock the card they did not and allowed a third party to exgausty money yo be used gir my electricity and vst insurance and yhid vsised a significant amount of sttrsd anf vaused me tobe displaved

  

  Business response

  07/11/2024

  Thank you for contacting our company in regards to this complaint. Our Consumer ******************** has sent this case to the Green *** for handling. The following information was provided as the resolution details. 
   
  Summarize the resolution addressing these questions:
  
  1. Date resolved: 6/10/2024 
  2. Who resolved: ********************
  3. How resolved: Our investigation of the card information provided and associated account determined that funds were successfully loaded in the amount of $500.00 on 5/24/24. The card was registered to a third party, funds were depleted, and are unrecoverable. There is no recovery in the recipient account. Additionally, the account has been blocked since 5/24/24. Please note, the activation package is as good as cash, and we cannot guarantee funds can be recovered. Between 6/6/24 and 6/10/24, a member of our Executive Escalations team made multiple attempts to contact ***********************, however, were unsuccessful. As such, a voicemail was left, and an email was sent each time requesting they contact our corporate office directly. If *********************** returns a call, we will further assist.
  Green *** Case# *********
  
  Thank you,
  ******************** | Green *** Corporation
  
  If you have any questions please do not hesitate to contact me. 
  
  Thank you, 
  
  ******************
  Executive Response Specialist
  *****************************
  ***********************
  Fax: ************

  Customer response

  07/11/2024

   
  Complaint: 21966374
  
  I am rejecting this response because:

  I received 1 call from Walgreens **************** requesting additional information regarding my claim. I provided a copy of my receipt front and back of the card I purchased from the ****** location. I feel if the store manager addressed the issue with me right away, the same day as my purchase, I would not have encountered this issue. Due to the lack of response, or follow up, I recently sent both walgreens and Green *** the attached le letter. There has been no resolution to this and there is no reasinable explanation how a  third party managed to register a card I just purchased and loaded $500 of MY cash to. Regardless, this has caused a great amount of anxiety and stress and one of them should honor my purchase and refund my money.
  
  Sincerely,
  
  ***********************

  

  Business response

  07/12/2024

  Thank you for contacting our company in regards to this complaint. Our Consumer ******************** has sent this case to the Green *** for handling. The following information was provided as the resolution details.
  
  Summarize the resolution addressing these questions:
  
  1. Date resolved: 6/10/2024
  2. Who resolved: ********************
  3. How resolved: Our investigation of the card information provided and associated account determined that funds were successfully loaded in the amount of $500.00 on 5/24/24. The card was registered to a third party, funds were depleted, and are unrecoverable. There is no recovery in the recipient account. Additionally, the account has been blocked since 5/24/24. Please note, the activation package is as good as cash, and we cannot guarantee funds can be recovered. Between 6/6/24 and 6/10/24, a member of our Executive Escalations team made multiple attempts to contact ***********************, however, were unsuccessful. As such, a voicemail was left, and an email was sent each time requesting they contact our corporate office directly. If *********************** returns a call, we will further assist.
  Green *** Case# *********
  
  Thank you,
  ******************** | Green *** Corporation
  
  If you have any questions please do not hesitate to contact me.
  
  Thank you,
  
  ******************
  Executive Response Specialist
  ******************
  *************, AL 35661
  Fax: ************

  Customer response

  07/15/2024

   
  Complaint: 21966374
  
  I am rejecting this response because green *** did not attempt to call nor did they lock the card as I requested the same day of my purchase if so this would have alleviated this issue. There has been no reasonable explanation how a third party registered this same card I purchased just moments after I activated the card Successfully via green dots website. Further investigation should be done on behalf of Green *** nc I have read numerous reviews and scenarios that appear to be similar situations as mine. There is definitely red flags here. Green *** should be required to refund my money per fdic regulations despite my notifying them immediately had they taken proper action this could have been resolved. If I was required to show my id when I uploaded the card andadr the purchase at Walgreens they can clearly see this is fraudulent and they should honor my funds. Should they refuse I have to seek legal council and additionally I will seek punitive damages
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My complaint is against: Walgreens located at ************************************** They have dropped the ball on a prescription I asked them to request from ******* Pharmacy. It took several attempts from me for the Walgreens pharmacy to send the request to ******* Pharmacy. I have confirmed that ******* sent the prescription for Jublia to Walgreens 4 days ago.However, Walgreens automated system says I do not have any prescriptions there. The WORST part of this ordeal is the fact that no one answers the phone at Walgreens Pharmacy. When there are questions about prescriptions for medications that cannot be answered by phone, I have to wonder if the Pharmacy is going out of business. Or, perhaps Walgreens Pharmacy just does not care to help its customers. The situation is unethical and unacceptable. I will have to make a trip to the store, wait in line, and perhaps waste my time with a staff member who doesn't know what they are doing or they perhaps, don't care. That was my experience when I first asked in person about getting my prescription sent from ******* Pharmacy to Walgreen's Pharmacy. This lack of basic customer service is untenable. I expect this to be resolved with an apology, at least.

  

  Business response

  07/12/2024

  Thank you for contacting our company in regards to this complaint. Our Consumer ******************** has sent this case to the District Manager for handling. The following information was provided as the resolution details.
  
  
  
  Summarize the resolution addressing these questions:
  
  1. Date resolved:  7/11/2024
  2. Who resolved: Store Manager ***** H
  3. How resolved:  Spoke to and informed the customer of the situation
  4. Customer satisfaction:  Customer very happy with answers given, will await on product to become available.
  5. Compensation given:  None
  
  
  
  If you have any questions, please do not hesitate to contact me.
  
  
  
  
  
  
  
  
  
  Thank you,
  
  
  
  
  ******************
  Executive Response Specialist
  *****************
  
  ***********************
  
  Fax: ************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My doctor sent 2 prescriptions to the store at *************************************************************************. One was an oral antibiotic and the other was an ointment. The girl behind the counter was nice and said it was out of stock and they would have it today by 4pm. So when I call they dont have it and the pharmacist tells me it could be another 3 or 4 days and to use neosporin in the meantime. Thats not what my doctors instructions were. Her instructions were to use the cream because I had a bad infection on my knee. Any way 3 or 4 days is a long time to wait for a medication

  

  Business response

  07/12/2024

  Tell us wThank you for contacting our company in regards to this complaint. Our Consumer ******************** has sent this case to the District Manager for handling. The following information was provided as the resolution details. 
   
  
  
  
  Summarize the resolution addressing these questions:
  1. Date resolved: 7/12/2024
  2. Who resolved: District Manager  ********************
  3. How resolved: Customer was contacted and was unable to speak with customer. Customer had already picked up medication at store.
  4. Customer satisfaction:Yes
  5. Compensation given: None
  
  
  If you have any questions please do not hesitate to contact me. 
  hy here...

  Customer response

  07/12/2024

   
  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

  07/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I came to this walgreens to pick up my medication from the pharmacy. I had been calling this pharmacy since yesterday 7/8/24 to talk to them about my prescription which was out of stock and they have to order it. This pharmacy no one answer the phone. It's very hard to get in contact with anyone at this walgreens. I go to pick up my medicine and I get to the register. This rude lady doesn't ask me my name or why im there. I was buying a box of mask also. I told her I was picking up and she couldn't find the medicine at first,then she comes back and tells me the price which was $49 so I ask her why so much. I asked her did my Insurance pay for it. She looks at the prescription and tells me it's a copayment. I ask her to check the insurance,she tells me I'm guessing it's emblem. I tell her no that's incorrect and to check again. She tells me she can't see the insurance plan but she assumed it was emblem. I asked her how can she assume it was emblem and tell me anything. I spoke to a supervisor and made my complaint but I'm sure the employee didn't get in trouble. This is the worst walgreens and some one need to do something about their terrible customer service. They don't answer their phone when people need to call about their medicine, they have very rude workers. When you ask them about products in the store they give you wrong information and then you have workers guessing people insurance information and just telling them anything. The lines for the pharmacy are ridiculous and this walgreens need to hire professionals instead of teenagers who have no education or experience. This walgreens have been getting away with this for a long time and someone need to actually go into the store and investigate how this store operates. That employee needs to be fired because she is playing around with people lives.

  

  Business response

  07/11/2024

  Thank you for contacting our company in regards to this complaint. Our Consumer ******************** has sent this case to the District Manager for handling. The following information was provided as the resolution details. 
   
  
  
  1. Date resolved: 7/11/24
  2. Who resolved: **************
  3. How resolved: Called patient, deleted all old insurance and made her new insurance primary. I heard out her concerns about the long phone hold time and long lines. I will partner with RXOM to ensure we are coaching the team to communicate to open for ic-3 and to ensure the phones are being answered in a timely manner.
  4. Customer satisfaction: Patient was happy to have someone call to ensure we are handling the situation, the patient was understanding.
  5. Compensation given: $20 in points was added to her mywalgreens account. 
  
  
  
  If you have any questions, please do not hesitate to contact me. 
  
  
  
  Thank you, 
  
  
  
  ********************
  Executive Response Specialist

  Customer response

  07/12/2024

   
  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

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  July 9, 2024 To whom it may concern:I am writing in regard to a Walgreens pharmacy error in processing my prescription. On June 12 and November 17, 2023, I got my monthly Emgality prescription filled at the Duane Reade at **********************************I brought with me the manufacturer-provided discount card, which my doctor said would work for obtaining it at a lower cost or no cost. Both times, the pharmacist said the discount code would not work and I paid $100 each time (for a total of $200).The third time I went to pick up my prescription, I was visiting family so I went to the Walgreens at **********************************. The pharmacist took about 2 minutes to enter the manufacturer-provided discount code, and I was charged $0. The Pharmacy Manager there, **************, said the people working at our ** Duane Reade probably did not know how to "SDL" (submit direct link) the discount code, and thats why I was erroneously charged $100 both times (for a total of $200). I then talked to my pharmacist at my local ** Duane Reade who confirmed this, saying theres nothing I could have done differently, and said I should receive a refund of $200 and to call Walgreens corporate.I called the corporate number and they said I should receive a check for $200 in the mail within several weeks. Instead, I received a form stating that my insurance did not cover all of the cost for Emgality. However, this was never the issue and was not what I discussed with the person on the phone at Walgreens corporate. The issue is that the pharmacist at the ** Duane Reade did not know how to correctly enter the manufacturer-provided discount code. I am again requesting my $200 refund for this error, over which I had no control, and as promised to me by Walgreens corporate. Thank you,************************* ************

  

  Business response

  07/16/2024

  
  Thank you for contacting our company in regards to this complaint. Our Consumer ******************** has sent this case to the District Manager for handling. The following information was provided as the resolution details. 
   
  
  
  Summarize the resolution addressing these questions:
  
  1. Date resolved: 7/15/2024
  
  2. Who resolved: District Manager **************** and Pharmacy Manager ************
  
  3. How resolved: The customer was contacted and a full refund provided.
  
  4. Customer satisfaction: Yes
  
  5. Compensation given: Full Refund of $200
  
  
  
  If you have any questions please do not hesitate to contact me. 
  
  
  
  Thank you, 
  
  
  **************
  Executive Response Specialist
  *****************
  
  *************, AL 35661
  
  Fax: ************
  
  
  
  
  
  I

  Customer response

  07/16/2024

   
  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,
  
  *************************

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