ComplaintsforWalgreens

Pharmacy

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Initial Complaint
10/30/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
Harassment by pharmacist
Business response
11/01/2024
Thank you for contacting our company in regard to this complaint. Our ***************************** 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: 11/1/2024
2. Who resolved: ******** S- HCS POD 131
3. How resolved: ******** called the patient and discussed the issue (multiple issues involving control substances, worker's comp, early refills, OOS, etc). ******** will work directly with the store team (RXM, RXOM, and SM) to develop a plan to prevent "issues" for the patient. ******** will communicate directly with the patient throughout the process for the next refill (due 11/23) until the patient feels the issue is resolved.
4. Customer satisfaction: Yes
5. Compensation given: None

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

Thank you,

****** *.
Executive Response Specialist
****************************************************************************
Fax: ************
Initial Complaint
10/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Had a prescription sent to this pharmacy and they refused to fill it because my doctor is not local. Due to the rising costs of mental health care, I took the telehealth route because it was very costs friendly. The pharmacy refuses to fill my medication despite being presented a legal prescription.
Business response
10/30/2024
Please provide the store address and any details date fill was denied, who you spoke with and the time.
Initial Complaint
10/25/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
10/25/24 2:29pm RFN# ****-4213-7162-2410-2503 I purchased a few items and the register clerk asked if I wanted to use some of my rewards ($10)and I said, yes. After getting home I noticed I was also charged $10 for some sort of support, which I never agreed to. Upon getting home I contacted customer service and they asked me to return to the store as they cant help. When I asked if they can just credit my account for the $10 back to my rewards to avoid the inconvenience of having to go back to the store, the customer service representative connected me to another area to assist. The second representative declined to credit my account and just as I want to explain the inconvenience this would cause for me to have to go back to the store, the representative hung up the call on me without any proper communication.
Business response
10/28/2024
Thank you for contacting our company in regards to this complaint. Our ***************************** has sent this case to our Leadership Team for handling.

1. Date resolved: 10/28/2024
2. Who resolved: ***** *., District Manager
3. How resolved: I called Mr. ***** and discussed the situation that occurred,he had been distracted while conducting the purchase and having a conversation with a team member and accidentally donated $10 to our charity drive event. ******** contacted the 1-800-Walgreens number and was transferred from one department to another and then got disconnected during his conversation. I apologized for the trouble he had trying to get his concerns resolved and offered to reimburse his $10 plus an additional $10 for his troubles trying to get his concern taken care of. Mr. ***** was happy with the resolution. I called the store and had the store manager add $20 in rewards points to ********** account. Mr. ***** was happy with my resolution and had no other concerns.
4. Customer satisfaction: Yes, Mr. ***** was satisfied with our resolution.
5. Compensation given: $20 in MyRewards added to his account, $10 per his request and $10 for his troubles getting his concern resolved.

Thanks,

****** *.
Executive Response Specialist
***********************************************************************************
Fax: ************
Customer response
10/29/2024

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,

**** P
Initial Complaint
10/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
The Walgreens at *************************************, filled the wrong strength for a Statin, 10mgs instead of 40 mgs, in August. I didnt notice until Oct 21. My HDL was high as the prescription was wrong.
Business response
10/24/2024
Please provide an updated contact number. The one provided is missing a digit.

Thanks
Business response
10/25/2024
Thank you for contacting our company in regards to this complaint. Our ***************************** sent this case to our leadership team for handling. The following information was provided as the resolution details.

Summarize the resolution addressing these questions:
1. Date resolved: 10/25/24
2. Who resolved: *** *. - Pharmacy Manager
3. How resolved: *** called and spoke with the customer. She apologized and asked if there is anything else we could do for the customer. The customer just wanted us to be aware we filled an old prescription.
4. Customer satisfaction: Yes. Customer was satisfied and back to filling scripts in *******
5. Compensation given: None.

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

Thank you,
Initial Complaint
10/23/2024
Complaint Type:
Delivery Issues
Status:
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.
Subject: Feedback on Recent Experience with Walgreens.I am writing to express my concerns regarding a recent interaction with Walgreens customer service. I spent 34 minutes on the phone, during which I created a project that took approximately 20 minutes. This was my third attempt to order the same product, yet the system failed to accept my coupon, regardless of the options I selected.I found the process to be frustrating, particularly since the customer service representative was unable to assist despite having visibility into my order online. This experience was compounded when I was directed to a website that would not load properly, further complicating my attempts to resolve the issue.Given that your app is designed to be user-friendly, I am puzzled by the difficulties I encountered. I appreciate your attention to this matter and hope for improvements in your system to enhance the customer experience.Thank you for your time.
Business response
10/25/2024

This case is with the Better Business Bureau. Please provide the following information IN DETAIL:

1. Date resolved: 10/24/2024
2. Who resolved: Senior Specialist ***** *.
3. How resolved: We gave 10 dollars in Walgreens cash and a coupon for 75 percent off their next order.
4. Customer satisfaction: N/A
5. Compensation given: Walgreens cash and discount code.
Customer response
10/28/2024
I would like to express my disappointment regarding my recent visit to the store. I was surprised to find that my balance was still $22, as I had expected it to be $11. This misunderstanding required the involvement of a manager, which I found unnecessary, as I believe it was simply a miscommunication.

Additionally, I was taken aback by the overall conditions of the store. There have been ongoing issues with cleanliness, particularly in the bathrooms, and the presence of individuals experiencing homelessness has added to an uncomfortable atmosphere.
Given these experiences, I am reconsidering ordering my photos from this location in the future. I hope you can address these concerns to improve the customer experience.
Thank you for your attention to this matter.
Joaquin

Business response
10/30/2024
Thank you for contacting our company in regard to this complaint. Our ***************************** has sent this case to our Leadership Team for handling.

1. Date resolved: pending call back next week per Mr. ************ Who resolved: ** ******
3. How resolved: Call with Mr. ***************** Customer satisfaction: He was satisfied with call back. However, pending final resolution next week.
5. Compensation given: ** ****** will offer service recovery for coupon not working.

Customer response
11/08/2024

Complaint: 22463131

I am rejecting this response because:
I did reply, with the additional pictures and it has not been resolved yet.

Sincerely,

******* ****** **
Initial Complaint
10/22/2024
Complaint Type:
Billing Issues
Status:
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.
9-23-2024 ordered(same day delivery )of pain patches never received items. Now 2 full days since same day delivery?. Got email partial refund. Requsesting entire $41.40 be refunded not just a partial refund
Business response
10/30/2024
Thank you for contacting our company in regard to this complaint. Our ***************************** sent this case to our leadership team for handling. The following information was provided as the resolution details.

Summarize the resolution addressing these questions:

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

1. Date resolved: 10.30.24
2. Who resolved: ***** *. Store Manager
3. How resolved: Refund offered
4. Customer satisfaction: Yes
5. Compensation given: $41.40 will be refunded, customer will be letting ********************** manager know if he will go in person or get it mailed.

Thank you,

Dr. ******** *.
Executive Response Specialist
*************************************br>***********************
Fax: ************
Initial Complaint
10/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I brought a paper prescription for Vyvance (the generic form) and the person at the drive up window accepted it. Then there was no text saying it was ready. I callled and the man said he remembered me dropping it off and that I should have my doctor contact them, which I did. The doctor's office confirmed the contacted them. Two weeks later and no word from Walgreens. Now they say they can't find it. Now I just get a run around. They continually say they'll call and never do. The pharmacist seems to be on some kind of vaction and they only have a "floater" covering for him.. I tried calling the cooperate number and got a really rude woman who, after answering all her questions about insurance etc.. just said "have a blessed day" and hung up. If it wasn't a controlled substance maybe I wouldn't worry as much but I just get the feeling that something is not right there. I will find another pharmacy, a small one if I can, but I don't want this to happen to others and am concerned about my personal information along with my doctor's name and info being out somewhere. I'm not even sure if my doctor will give another refill.
Business response
11/06/2024

Thank you for contacting our company in regard to this complaint. Our ***************************** sent this case to our leadership team for handling. The following information was provided as the resolution details.

Summarize the resolution addressing these questions:

1. Date resolved: DM followed-up with PT on 11/6 at 10:30am EST after multiple attempts to resolve, and PT is stating that she has advised her MD not to resend the prescription and is seeking to fill at another pharmacy

2. Who resolved: (DM) District Manager: *** *., (SM)Store Manager: Mirayah S., (RXM) Pharmacy Manager: Sree B.

3. How resolved: DM, SM and RXM have apologized for initial mishandling and have made multiple unsuccessful attempts to work with the patient and their *** to get a new prescription sent. The *** has not returned phone calls despite multiple attempts, and patient declined offer to have prescription resent to initial pharmacy or alternate location.

4. Customer satisfaction: Patient was not satisfied with initial experience and not receptive to offers to resolve.

5. Compensation given: None offered or requested

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

Thank you,

*** ******** *.
Executive Response Specialist
*************************************br>***********************
Fax: ************
Initial Complaint
10/21/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 10/21/24 my daughter went to pick up a my medication from Walgreen's. The medication was ******* that I take for ADD. Prior to this visit I have asked the Walgreen's to note my account that I would like this prescription filled as name brand and I do not want generic because of some of the side effects. I look at the prescription and it was the generic brand. I called and spoke with the pharmacist on duty, that was very rude. I explained to the pharmacist what happened and he told me that they do not take medications back and I was not able to get a refund. I explained to the pharmacist that I have asked that this medication not be filled as generic and he asked me why I did not want to take the generic. I told him that the generic brand made me feel loopy and that is why I wanted the name brand. He continued to be rude and he told me that this was a controlled substance and I would basically have to wait for a 30 day period for a refill. He never offered any solution to my problem which should have never happened if the note was put in my profile. He told me that they do not put notes like that in the profile and I told him that I did not know why the would because I have been told that it had been added on several occasions. I called and spoke with an assistant store manager to try to get this problem solved. He told me he would call me back in 10 minutes and i neve received that call. I went to the store and spoke with a lead manager who tried to get a refund after I told him that it could not be done. I let the mediation with the manager and asked him to trash them since I could not take them. I was never offered a solution and a claim was filed to my insurance and I do not have any medication. I want my prescription filled or the claim they filled return so that I will not have to wait the 30 day period. I would like an opportunity to speak with a person that will not be rude and be able to solve my problem.
Business response
10/24/2024
Thank you for contacting our company in regard to this complaint. Our ***************************** sent this case to our leadership team for handling. The following information was provided as the resolution details.

Summarize the resolution addressing these questions:
1. Date resolved: 10/24/24
2. Who resolved: District Manager ***** *. and Pharmacy Manager ****** *.
3. How resolved: The Pharmacy Manager was able to reverse the claim with insurance. Once that was done, we were able to fill the new script that was called in on 10/23/2024. District Manager talked with the customer and was very happy with the resolution. She even went on to say that the technician (******* *.) that helped her yesterday was wonderful.
4. Customer satisfaction: Yes
5. Compensation given: None.

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

Thank you,

Dr. ******** *.
Executive Response Specialist
******************************br>***********************
Fax: ************
Customer response
10/25/2024

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.
***** and ******* were awesome. The response was quick. Exceptional customer service. The response from these ladies is the reason why I will keep my business there. They went over and beyond my expectations.
Sincerely,

***** *********
Initial Complaint
10/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
******************************************* ******************************************* ******************************************* ******************************************* ******************************************* ******************************************* ******************************************* These seven photos specifically illustrate this repetitious issue with the Walgreens #***** located at ************************************************************************************************** ************ with ***: 0301-3220-3491-2410-1903; Get my insurgent in with the *** issue!As far as the $0.55 I GUESS THE CLERK IS STEALING!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Business response
10/29/2024
Our leadership team have been trying to reach the customer with the number provided and have not been successful. Can a contact number and a good day and time for leadership to call be provided. Also, can we receive clarification and more specifics on the complaint including the customer's desired resolution.
Business response
11/06/2024
Summarize the resolution addressing these questions:
1. Date resolved: 11/5/24
2. Who resolved: District Manager ****** M.
3. How resolved: We have been trying to reach the customer with the number provided and have not been successful. We sent an email and the response was vague. If the customer can provide a good contact number and a good day and time for leadership to call and also clarification and more specifics on the complaint including the customer's desired resolution.
4. Customer satisfaction: Unknown
5. Compensation given: None.
Initial Complaint
10/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Walgreens on ********************************************************. On or about 10/21/2024 I tried calling and refilling a prescription they said they couldnt find it so I asked to speak with the pharmacist. 45 minutes later I got a rude short response that I was wrong and didnt really know what the doctor prescribed. Except I have 2 copies of what he prescribed. was seen on or about 10/18/2024 in the ** where he sent several prescriptions in one including a refill. Automatically their system trys to fill any medication its sent in. When I went to pick up my medication I got a lecture about trying to refill medications too soon and said I could fill it 10/21/2024 well when I called to refill it this morning it was magically gone from their system just like so many other prescriptions. This is the 7th or 8th time this has happened. Unfortunately they are the only pharmacy around here that takes my insurance. Im happy to send any reports proving my statement.
Business response
10/28/2024
Thank you for contacting our company in regards to this complaint. Our ***************************** 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: 10/22/2024
2. Who resolved: **** *., Store Manager
3. How resolved: Spoke with the customer and apologized for her situation and filled the prescriptions that were requested.
4. Customer satisfaction: Yes
5. Compensation given: None

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

Thank you,

******* *.
Executive Response Specialist
**************************************************************************************
Fax: ************

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