ComplaintsforDoug's Compounding Pharmacy

• Initial Complaint

  02/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I am on a compound prescription for my illness. My doctor at *** in Sterling IL sent my prescription to Doug's Pharmacy. The first two months they mailed my prescription. The third month I had to get my Prescription from a different Pharmacy because they said that they had to get their whole building rewired. Supposedly their electrical wiring burned out. The Following month my doctors office called in my prescription back over to Doug's pharmacy since it is made in house and was working. They called to confirm the refill and payment method.I asked for them to wait until the 13th of January to charge my account. So they don't send the medicine in the mail until your account is charged. I would get a text message with the tracking numbers so that I could track the medicine in the mail. Well, on January 13th, 2023 my account was debited. But I never received the text message with the tracking number. I ignored that issue. I gave the mail 2 weeks. I finally called Doug's Pharmacy and left a message. I gave them another week to return my Phone call. Then I left another message. I then gave them one more week to contact me or mail out my medicine. That next week I called again and left a very upset message saying that they charged my account, I have been out of my medicine for weeks now and I want a call back. It is now Feb 17th, 2023 with no call and my money never returned. I want my money back, $89.95. As of yesterday, my prescription was sent to a different Pharmacy by my new specialist in **** *****, IL. I am turning them in, not only for my money back, but because there have been many red flags since the beginning of this customer/business relationship. I can not just drive 4 hours to Paxton, IL.to demand my money back. Second, I don't know how many other people this is happening to. It is sad that there are people that need their medication and they are not doing this in a timely manner or will not answer their phone or call back.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I have been trying to get services from Doug's Pharmacy since August 2022 and have paid more than $300--but still do not have the consultation and recommendation that I paid for. They rarely answer their phone, are rude when they do, and make promises that they do not deliver on time and time again--to me and to my physician who has also tried to get results on my behalf. The Doug who started this business would be appalled that his name is still being used with such unprofessional and low-quality customer service. Please help.

  Customer response

  11/11/2022

  Hello, you requested the following information: Have you done business with the co? Paid a bill? 
  
  Yes, I have worked with Doug's pharmacy for approximately 4 years based on a recommendation from my doctor. I have had very high-quality service up until I needed to redo my prescription summer of 2022 which is when I learned that Doug sold the practice to the current owner and likely describes the change is customer experience. 
  
  I reached out to Doug's pharmacy in August 2022 about renewing my prescription, and they suggested that I do a new saliva test. They charged my credit card twice (see attached receipts) and sent me the test in September 2022. I completed the test and sent it back also in early September. It took several weeks and phone calls to finally receive the results which happened in October but was never sent to my doctor--so I did. What my doctor needed--and what was itemized in the description of the service I paid for was a consultation and recommendation--this is the portion of my service that I have never received. I have called them over 25 times between August and November often times talking with various staff at Doug's who would say variations of, "I am so sorry, this is unacceptable it has taken so long. I will get you something today" but that has never happened. There was a period of time in October that they said the pharmacist had covid and was out for 2 weeks but there was no uptake on this action upon her return, and I nor my doctor still have not received a consultation and recommendation.

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