Walgreens Mail Order Pharmacy Complaint - Walgreens AARP Pharmacy Mail Order Prescription Service
TEMPE, ARIZONA -- This is a letter that I wrote to the "powers that be" at Walgreens Health Initatives I have removed any names...other than Walgreens Mail Service and Walgreens Health Initatives and AARP. It is my opinion as a member that AARP needs to reconsider affiliation with this company.
"I am writing you because I found your name on the Walgreens Pharmacy Benefit Management page of Walgreens Health Initatives website. I am at a loss as far as exactly who to contact regarding the the problems I have been having with Walgreens Mail Service. The problems have been going on far too long and even speaking on the telephone to supervisors has yielded little help or results.
Unfortunately because these difficulties were totally unexpected I did not keep a day by day accounting of exactly what happened when. It has been almost a month since I mailed in a prescription from my physician to the mail service. I waited and waited before I called the first time - a recording told me the prescription was being shipped - when the prescription never arrived I became concerned and called again, this time speaking to a person. I was told that the prescription was on it's way and to not be concerned because it sometimes took 5 to 10 days to arrive.
Once again the prescription didn't arrive so I called again - I believe this was on a Wednesday or Thursday the first week of September. This time the person I spoke to asked me for my address, when I told her she replied that the prescription had been sent to a neighboring city in error. She double checked my paperwork and said that she could see that the address was correct on their records and could offer no explanation as to why someone would send it to another city. She said that she would have a new prescription sent out right away but that it would not arrive right away because of the Labor Day Holiday.
At this point I had little faith in what I was being told so I started called the info line (recording) to stay on top of the day the prescription was actually being shipped. It turns out "right away" was not so right away and I decided to look into the problem further. I finally called and asked to speak to a Supervisor on the 9th. I did not get that woman's name. She told me that the prescription was being shipped overnight via a carrier and I could expect it on the 10th. I explained to her that my address was a rural one and that most carriers do not deliver to rural mail boxes. She put me on hold to check with the carrier. When she came back she said the carrier had not yet received the prescription and that I should call them later that evening and the first thing in the morning to change the address, (although she didn't know if they would allow me to be the one to change it). At that point I was become very angry and I told her that I did not feel that taking care of the address change should be made my responsibility - Walgreens should be the one to handle that. She said she would take care of it and that she would stay in touch. Once again that never happened and yesterday, the 10th of September the prescription did not arrive.
I called again today and once again asked for a Supervisor. The woman I spoke to would only give me a first name. I asked her for her extension # and she said it was xxxx (attempting to reach her at that extension later was impossible, she apparently made it up on the spot). She told me the reason my prescription had not been delivered was because the carrier did not deliver to mail boxes!
I am totally frustrated and very angry with Walgreens as probably any reasonable person might be at this point. This is no way for customers to be treated and I feel someone should investigate what is going on. The person I spoke to today said she talked to the carrier and that they would try to have the prescription delivered today. She also said she would call me back to let me know if the carrier was going to actually be able to deliver it. I don't hold out much hope for either one.
I am sure that you or someone there at Walgreens can look at the file for my order and if what has happened with the order has been actually documented you will see that the Mail Service is handling such things most ineffectively.
I would greatly appreciate hearing from someone regarding this matter."
After writing this letter I called Walgreens Mail Service again - first they told me they couldn't understand why it wasn't delivered and told me that I should call the carrier and talk to a supervisor there to find out why it wasn't delivered. Once again I had to explain that I did not work for Walgreens, I was the customer and it should be up to Walgreens to find out why overnight shipping, for which they paid, wasn't made. After being place on hold the person I was speaking with returned and said that allegedly the carrier attempted delivery of this prescription today, Sept 11 and was unable to deliver it. There has been someone here all day waiting and no one came. Now they tell me that it may be delivered on Monday. In addition they actually charged my credit card 1 cent for the redelivery!!! I told them I absolutely refuse to pay LOL! Also, I learned that Walgreens called my doctor's office to get yet another prescription - huh? What did they do with the first one?