Business Profile

Pharmacy

Walgreens

Headquarters

Complaints

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

Customer Complaints Summary

2,371 total complaints in the last 3 years.
690 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.

Initial Complaint
Date:05/21/2023
Type:Service or Repair Issues
Status:
ResolvedMore 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 went to Walgreen's at ******************************************************************************************************* to pick up a prescription. The pharmacist (****************) was on his cell phone and I had to interrupt him to get help. I gave him my information and told him I was there to pick up my prescription. The pharmacist said he would not give me my prescription because it was issued by Doctors-on-Demand which is based in **********. I told him I have no idea where the company is based out of and it shouldn't make any difference where their headquarters is. The pharmacist declined to give me my prescription due to the fact that their headquarters is in another state.
Business Response
Date: 05/23/2023
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.

Summarize the resolution addressing these questions:
1. Date resolved: 05/23/2023
2. Who resolved: DM CRel
3. How resolved: customer called and he wanted nothing more than making sure that the *** is talked to and that in the future they explain why better and have better attitude with customers.
4. Customer satisfaction: Yes,wanted to be heard and have a better understanding of red policy. Customer stated this happened 3 months ago but never heard back
5. Compensation given: N/A

If you have any questions,please do not hesitate to contact me.

Thank you,

**************
Executive Response Specialist
*********************************************************
Fax: ************
Customer Answer
Date: 05/23/2023

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:05/20/2023
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.
On March 25, 2023, we bought 2 packs of self-COVID testing kits. I have ********** as my insurance. But the man at the lower level near the pharmacy checked and said that insurance doesn't pay for them. He made a mistake and so he charged my OTC Master Card. Also, I asked him very specifically if this item can be returned. He said "Yes". Afterward, within the 30-day return period, I went to the store to return them. They said they cannot take COVID test merchandise and refused to take them or refund me. I described the man who did the transaction for me when I bought it. The manager said he knows who that is and apologized to me and said he will educate him. I am NOT the party to bear their mistake. I demand a refund of $47.98 or take the items back and refund me. They have NOT been opened nor used. Attached the receipt. Store is on Broadway and West ***********************************.
Business Response
Date: 05/22/2023
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.

Summarize the resolution addressing these questions:
1. Date resolved: 05/22/2023
2. Who resolved: DM ****
3. How resolved: Called customer and let her know for the miscommunication from our employee we would return the test kits this one time.
4. Customer satisfaction: Yes going to ********************** to see store manager
5. Compensation given: refund of her original purchase.

If you have any questions,please do not hesitate to contact me.

Thank you,

**************
Executive Response Specialist
*********************************************************
Fax: ************
Initial Complaint
Date:05/19/2023
Type:Service or Repair 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.
I went to my local Walgreens #***** located at, **********************************************************************, to pick up a prescription I requested for Albuterol Sulfate, my rescue inhaler for $10.35. Upon receipt it did not **** on me to check the bag before I left, but I did check it as I was leaving the parking lot, with the intention of using it on the way to my friends birthday party. When I opened the back I saw that they had, mistakenly, given me the generic form of my long term prevention inhaler, Symbicort. I immediately called the pharmacy and was informed by the pharmacist that they could not exchange the medications and that I would have to pay for the alternate medication, at the price of $10.35 with my insurance. At the time, I figured I could ask someone for the money to get the prescription I intended on receiving and needed at the time, but that did not work out. I would like it on record that this was Walgreens error and I shouldn't be made to pay for it, but also that this mistake could have easily been fatal. I also would like to point out that, conveniently, their website has been updated to a different version. Whereas before, I could easily identify what I had ordered specifically and when, now, the system is ambiguous and does not show the accurate information reflected in what I ordered. If Walgreens will be integral in this situation they should clearly see that I ordered Albuterol Sulfate and Budesonide (Symbicort) at the same time, but the Symbicort was denied by my insurance company because it was to early. I would like for these issues to be addressed as these shortfalls need much more attention when people's lives are at stake and are exactly why this location has a **** Star review with the Better Business Bureau. I'd appreciate it if someone from their **************** could contact me with solutions, sooner than 7 business as I will need my medication before then most assuredly. Thank you for your time and any help that can be provided.
Business Response
Date: 06/02/2023
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.

Summarize the resolution addressing these questions:
1. Date resolved: 05/31/2023
2. Who resolved: *******************
3. How resolved: Pharmacy team & DM made several attempts to reach the patient via phone and email but did not receive a response.
4. Customer satisfaction: N/A
5. Compensation given: N/A

If you have any questions,please do not hesitate to contact me.

Thank you,

**************
Executive Response Specialist
*********************************************************
Fax: ************
Customer Answer
Date: 06/07/2023

Complaint: 20083365

I am rejecting this response because:
This response to ***************** email was sent May 31st to which I have received no response or refund:
Good afternoon *************,

I spoke with someone at the pharmacy, his name was Aukpar, I believe. I have the message on my answering machine and was told when we spoke that the pharmacy would waive the cost of my medication. I'm not sure if he was the interim pharmacy manager or not because I was informed that they were whom I'd have to speak with to waive the fees attached to the prescription that I was supposed to be given. Needless to say, my recent hospital stay was unnecessary and Walgreens is directly responsible. I would think that contact about an issue of this gravity would warrant more than two phone calls, and an email, as when I got the pharmacy to pick up my medication no note had been left and no one else had been informed of this grievous error. As I stated before, I do not have the money to pay for Walgreens mistakes and I am still indebted to someone I'd like to re-pay as soon as possible.

Thank you for your informed response and your time,
*********************************
*************************************************************************
**************
**************

Sincerely,

*********************************
Business Response
Date: 06/12/2023
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.

Summarize the resolution addressing these questions:
1. Date resolved: 06-12-2023
2. Who resolved: Pharmacist Equar
3. How resolved: Equar reached the patient via phone today 6/12/23 & spoke to the patient. The patient had requested a refill for Albuterol Sulfate & Symbicort. When the patient picked up the medication he only received the Albuterol Sulfate but needed Symbicort. Equar apologized to the patient and informed him that a refund will be issued for the inconveniences.
4. Customer satisfaction: Yes
5. Compensation given: Yes, $25

If you have any questions,please do not hesitate to contact me.

Thank you,

**************
Executive Response Specialist
*********************************************************
Fax: ************
Initial Complaint
Date:05/18/2023
Type:Delivery 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.
Walgreens is now using a new centralized fulfillment service for name brand medications. I am continually having unnecessary delays in obtaining name brand medications because the pharmacy is not ensuring an order is placed to stock the medication as it would for all medications not supplied by the new centralized service. None of the staff I've talked to are able to provide an explanation or solution for my concerns and inconvenience. I should not have to make sure my prescription is ordered by the pharmacy when my doctor calls it in just because it is name brand and now supplied by a centralized service.
Business Response
Date: 05/23/2023
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.

Summarize the resolution addressing these questions:
1. Date resolved: 05/22/2023
2. Who resolved: Dm **** and SMTom
3. How resolved: Customer wanted a refill of his script by Friday 5/19. The opportunity that came up is there was an exception attached to his script that couldn't be resolved due to the Pharmacy being closed early (RPH staffing) Thursday 5/18. We were able to find a location (Northwestern) that had inventory and that we transferred his script to, along with also enrolling him in SATR. SM is conducting 1:1s with each rx team member landing the expectations of review the *** manifest, removing exceptions as a top priority when printed.
4. Customer satisfaction: Yes
5. Compensation given: $20.00 in service points for the inconvenience

If you have any questions,please do not hesitate to contact me.

Thank you,

**************
Executive Response Specialist
*************************
********, ** 85286
Fax: ************
Initial Complaint
Date:05/18/2023
Type:Service or Repair 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.
I am a diabetic I never can get my insulin I am 83 an I have even been hospitalized because walgreens tells me they will have my insulin an they never do, my daughter found it at ****** but by then it came too late an my glucose was 900! I keep going through this with them an they have no care at all they are rude an they lie! What will it take does people have to start dying because they cannot get their medication??? My daughter should not have to keep running trying to find this med, I want Walgreens to deliver it to me no charge!
Business Response
Date: 05/26/2023
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.

Summarize the resolution addressing these questions:
1. Date resolved: 05/23/2023
2. Who resolved: *************
3. How resolved: We have found the Medication for her and filled it. I talked to her daughter and she will pick up tomorrow. The Levemir Flexpen is hard to get and also on back order.
4. Customer satisfaction: Yes
5. Compensation given: No additionally compensation was needed.

If you have any questions,please do not hesitate to contact me.

Thank you,

**************
Executive Response Specialist
*********************************************************
Fax: ************
Initial Complaint
Date:05/18/2023
Type:Service or Repair 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.
I TOOK MY 83 YEAR OLD MOTHER TO PICK UP HER PRESCRIPTIONS. SHE'S ON FIXED INCOME SO AFTER HEARING THE ***** DUE I ASKED THE WALGREENS CLERK IF THERE WAS ANY ASSISTANCE LIKE GOOD RX, COUPON OR SOMETHING TO HELP WITH THE COST. THERE WAS NO HELP FROM THE CLERK. I GET HOME AND DO MY OWN RESEARCH AND FOUND WHAT WE PAID $113.75 FOR WHAT SHE COULD HAVE PAID $40.68 FOR. HJIGE DIFFERENCE. ($73.07) PLEASE SEE THE ATTACHMENT.
Business Response
Date: 05/26/2023
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.

Summarize the resolution addressing these questions:
1. Date resolved: 05/23/2023
2. Who resolved: *****************
3. How resolved: customer called and the prescription coupon policy was
explained
4. Customer satisfaction: satisfied
5. Compensation given: none

If you have any questions,please do not hesitate to contact me.

Thank you,

**************
Executive Response Specialist
*********************************************************
Fax: ************
Initial Complaint
Date:05/17/2023
Type:Service or Repair 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 4/22/23 at 7:57pm, I took my 15 year old son to purchase a $10 apple gift card from Walgreens. Once we got home, he tried to redeem the card. I sat next to him as he tried to load the card to his phone. After multiple attempts, his card balance remained at $0.00. We then contacted Apple for help with this matter. Apple then informed us that the card had already been redeemed, and that we needed to go back to Walgreens since the card was purchased there. I then went to Walgreens the following day and let the store manager know of our experience from the previous night. The store manager stated that she wouldn't replace the card. I then contacted Walgreens corporate headquarters, who then transferred me to multiple people before anyone seemed to want to help. The last woman I spoke with told me to send the purchase receipt along with a picture of the card to the gift card team. I sent in the requested information and waited for a response. I received a confirmation email on 4/24/23 and was told that I would be contacted once there was an update on the case. I contacted Walgreens on 5/1/23 since I hadn't herd fro them since 4/24/23. I informed them that this was unacceptable and that I would be filing a BBB complaint. I then received an email stating that I would be contacted as soon as they have a resolution. On 5/15/23 after 24days, I finally receive an email stating "I regret to inform you that all of the funds have been depleted from the card. Unfortunately you will not be eligible for any reimbursement." I then sent a reply email telling Walgreens that my complaint was exactly that...the card had already been redeemed before we purchased it. I asked Walgreens why would I go through so much trouble for a $10 gift card?? It's about the principle. My son spent his hard earned money for a card that he never got to use. Criminals are very slick in 2023. We paid for the card and didn't get to use it! We want a refund out replacement.
Business Response
Date: 05/21/2023
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.

Summarize the resolution addressing these questions:
1. Date resolved: 05/15/2023
2. Who resolved: ES *****
3. How resolved: case was addressed and closed and resolution emailed to customer: We have worked diligently with our gift card vendor to research the card that you purchased from Walgreens, and I regret to inform you that all of the funds have been depleted from the card. Unfortunately you will not be eligible for any reimbursement.
4. Customer satisfaction: unknown
5. Compensation given: n/a

If you have any questions,please do not hesitate to contact me.

Thank you,

**************
Executive Response Specialist
*********************************************************
Fax: ************
Customer Answer
Date: 05/22/2023

Complaint: 20069768

I am rejecting this response because:
The funds were never depleted by my son. The money never loaded to his account. Why would I go through such drastic measures for $10.00? My son spent his hard earned money for this card. He never got the chance to redeem the money!
Sincerely,

***********************
Business Response
Date: 05/23/2023

We have worked diligently with our gift card vendor to research the card that you purchased from Walgreens, and I regret to inform you that all of the funds have been depleted from the card. Unfortunately you will not be eligible for any reimbursement.
Customer Answer
Date: 05/24/2023

Complaint: 20069768

I am rejecting this response because:
The $10.00 Apple gift card was not redeemed by my son. Which means it was fraudulently used before he purchased the card. Walgreens refuses to take accountability. We did nothing wrong. This is a terrible business practice.
Sincerely,

***********************
Initial Complaint
Date:05/15/2023
Type:Service or Repair 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.
My wife ************************* has real bad allergies and her doctor called in a perscription to Walgreen's on the corner of *************. and ******** in ******* ***** on Thursday May 11, 2023. We were told that they were having problems with insurance. The insurance approved this on Friday May 12th. We were told on Monday May 15th. they were still having insurance problems and said to them it was approved on Friday May 12th. by insurance.They then changed it to not having enough product to fill the perscription. They lied about the insurance and she has needed this medicine to stop her cough. The pharmacist the started mouthing off about my wife and her allergies. This same thing happens every time she needs a pescription filled here. If they are lying about prescriptions and they are to help the public then they need to be shutdown and the pharmacist needs her license revoked. People need presriptions filled not lied too. My wife could have had this prescription on Friday but was made to suffer over the weekend because it was easier to say we are having insurance problems. They must be failing to follow the code of ethics of a pharmacist and buisiness. They need to be shutdown.
Business Response
Date: 05/19/2023
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.

Summarize the resolution addressing these questions:
1. Date resolved: 05/16/2023
2. Who resolved: SM *****
3. How resolved: The patient was upset because we gave them incorrect information about why their medication was not ready. Because the ** got placed in the *** exception instead of the *** exception, the techs did not realize that the delay was due to an out-of-stock issue. I have followed up with the team to ensure that this error is not repeated. The medication is currently on back order with no release date. We tried to locate the medication at another store but was not successful. Since the patient did not want the medication changed, they were going to look for it at a different pharmacy. As far as the pharmacist talking about the patient.All the patient would tell me is what she said was inappropriate to say about a customer. I asked the techs that worked yesterday evening if they heard anything or knew what was said but none of them were aware of anything being said. I also tried to reach out to the pharmacist that worked to see if she recalled anything with this patient, but I have not heard back.
I did apologize to the patient for their experience and let them know we would address their concerns.
4. Customer satisfaction: Thanked them for taking action on the miscommunication.
5. Compensation given: N/A

If you have any questions,please do not hesitate to contact me.

Thank you,

**************
Executive Response Specialist
*********************************************************
Fax: ************
Customer Answer
Date: 05/21/2023

Complaint: 20063304

I am rejecting this response because:

Sincerely,

*************************
We had the Dr. resend the Rx to CVS across the street to CVS and it was filled within 2 hours. I beat if I went back in they would remember me and my wife. If all they had to say is they don't remember anything being said and it is done then why wouldn't they lye just like they did about the Rx having insurance problems. If the pharmacist is not looking at things and can make that mistake then when will she fill the wrong Rx for a person. That can be life or death in some cases. Just asking if they remember is NOT enough and now is a management problem since they accepted the false statement from them again.
Initial Complaint
Date:05/15/2023
Type:Product Issues
Status:
ResolvedMore 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.
A few weeks ago, I used the Walgreens app to reorder escitaloprm, because I had completely ran out of this prescription. I selected "Sameday delivery" as I needed it ASAP, and there was no indicated addiotional charge. on 5/13/23, I received a text from an unknown number asking me to provide my last name. Since I have received several spam text messages, I assumed that what this was. A few minutes later, I received a call from the same unknown number. The gentleman was a native Spanish speaker, and I couldn't understand him, so I called the store directly. After identifying myself, and explaining the situation, the person on the other end explaind that the courier did not provide a last name, so the prescription. I explained that I was unable to drive, and therefore would need to make arrangements to have it picked up by someone else. I was assured that that would be acceptable. Several hours later I checked my account under the ********************** app and noticed that the prescription had been delivered. I checked my front porch, and the inside of my mailbox, but there was no prescription. The next day, I notoced that the order had changed to Canceled. I submitted a new refill request that same day. On 5/14/23, I noticed that the status for the new refill request had changed to processing, and that I was going to be responsible for the entire cost of the prescription, $182.89. I would have contacted customer service, but I have had to do that on several occasions in the past, and figured that I would just have to spend the money. on 5/15/23, I received an email from Walgreens, stating that it was too early to refill this prescription.
Business Response
Date: 05/19/2023
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.

Summarize the resolution addressing these questions:
1. Date resolved: 05/17/2023
2. Who resolved: SM *****
3. How resolved: Customer was given medication, ***** delivered the medication to the patient
4. Customer satisfaction: Customer was happy, was appreciative of steps taken to resolve the issue
5. Compensation given: No compensation was given.

If you have any questions,please do not hesitate to contact me.

Thank you,

**************
Executive Response Specialist
*********************************************************
Fax: ************
Customer Answer
Date: 05/20/2023

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.
I feel that the business went above and beyond to make sure that my needs were addressed, and met.

Sincerely,

*********************
Initial Complaint
Date:05/15/2023
Type:Service or Repair 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.
I purchased a gift card from Walgreens and when I went to use it it didnt work. I called the company of the gift card and they said it wasnt on file and never activated. I called Walgreens back and they said the it was final sale and they werent going to do anything about it and that I could contact the company to see what they can do. I have not heard anything back from Walgreens.
Business Response
Date: 05/16/2023
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: 5/16/2023

2. Who resolved: **************, Executive Response Specialist

3. How resolved: Customer does not have a ********************** receipt. We cannot use a credit card statement for proof of purchase. Without the receipt, there is nothing further we can do as it is too late for the store to pull a receipt from February.

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

*************, ** 35661

Fax: ************
Customer Answer
Date: 05/16/2023

Complaint: 20055723

I am rejecting this response because: the business did not offer a valid or fair solution

Sincerely,

Tyeka Maiden

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