Business Profile

Pharmacy

Walgreens

Complaints

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

Customer Complaints Summary

2,365 total complaints in the last 3 years.
680 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:03/05/2025
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 am down sick with a few viral infections that my antibiotics are not curing. So my health care provider has prescribed steroids to help me out. I am down sick, I feel aweful and do not feel like getting out of the house. My father was just released from the hospital for being sick, my sister is recovering from surgery last week and my mother and both nieces have the stomach flu and cannot be away from the restroom. So we are all down right now. So we decided to use Walgreens pharmacy delivery option. The app would not work and I had to wait on hold to reach someone. By the time I got through and placed my order, per the Walgreens *** it was placed at 5:59pm and their app and website state orders must be ORDERED BY 6:00pm for same day delivery. My order was placed per their guidelines. They refused to deliver my medication. When I called to check on my delivery, first they said there was a technical issue, then they said the same day delivery cut off was 3:00pm and then when I called her on it, she said the technical issues pushed them past the 6:00pm cut off. That was not my problem. I met their guidelines and they refused to comply with their own stipulations. It was very clear they just didnt want to deliver the meds. This pharmacy never does what they should. They gets prescriptions at 1:00pm and we do not get them til between 6:00 and 8:00pm. When we call to check, it is always because they are short staffed but if you sit in the drive through, the pharmacist is always checking her phone. They tell you they dont have meds in stock, but if you call and speak to another person they confirm they do in fact have the meds and your meds are ready within minutes. No one knows what each other are doing and it is getting ridiculous. And calling to complain to management is useless because they go 100% by the excuses the pharmacy gives them. Inexcusable.
Business Response
Date: 03/10/2025
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: 03/07/2025
2. Who resolved: District Manager, ******** *.
3. How resolved: Listened to concerns and assured customer that we will handling this matter with care. The issue with the same-day delivery was just the last straw with this patient. The customer placed the Same day delivery order at 5:59 but the payment wasn't fully processed until after 6, resulting in the order not being eligible. The customer had a series of small lapses in service over the last couple months that had resulted in dissatisfaction so when this occurred it made her want to escalate the concerns.
4. Customer satisfaction: Yes
5. Compensation given: None

Thanks,

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

Customer Answer
Date: 03/10/2025

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:03/05/2025
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.
Walgreens Store #**** *************************************. I purchased (18) ****** gift cards with a balance of $250 each for employees gifts on 12/31/24 for a total of $4500! (4) of the gift cards are invalid - the claim code is not valid. I am out $1000! This was very embarrassing to have to address each co-worker that their "gift" may not be valid. ****** confirmed and informed me I need to submit a case with Walgreens. I have submitted a case with Walgreens OVER two months ago and there only response they can give me is it is "being investigated and with updates", NO eta date of resolution or reimbursement. Upon opening the case I emailed Walgreens Customer Relations - Epc. gift card department copies of all of the receipts and pictures of the invalid gift cards. If BBB needs the case number, and or images please let me know. We want our monies back.
Business Response
Date: 03/13/2025
Thank you for contacting our company in regards to this complaint. Our ***************************** has 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: 3/13/2025

2. Who resolved: Walgreens 3rd party gift card processor InComm

3. How resolved: -$250.00 ******************* was the card that the store refunded.

Receipts were provided for 15 cards that were successfully activated at purchase for $250.00 each. ****** has confirmed 14 have been redeemed and 1 is still available for use. See below for redemption code.

*******************
Activated available for use-please have customer contact us for the redemption PIN

The following cards were not purchased at Walgreens:

*******************
Inactive not purchased

*******************
Inactive not purchased

*******************
Inactive not purchased

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 Answer
Date: 03/14/2025

Complaint: 23026393

I am rejecting this response because: See below summary for details.
Please provide contact information to obtain the pin for recently activated card gift card: 9835 *******************

Summary.
We are requesting that we receive a refund/reimbursement of the difference of (1) gift card in the amount of $250:
We walked out of the store with (19) physical gift cards (1)of which was refunded.
In looking at our credit card statement (attached) we were charged for (16) gift cards totaling $4000.
Walgreens Plymouth Vinewood #***** provided a statement of the credit card transactions showing (see attached) and confirming we were charged for (15) gift cards. (3)/18 gift cards were never activated however we were charged for 1 of 3.

Sincerely,

****** *******
Business Response
Date: 03/17/2025
I have emailed the customer the PIN for the one $250 Amazon gift cad. Thank you, ***** *. Consumer Relations
Customer Answer
Date: 03/17/2025

Complaint: 23026393

I am rejecting this response because:
Thank you for providing the pin for the re-activated pin. However the second portion of my request I submitted last week was not resolved.
We are requesting a refund or reimbursement for the difference of $250 related to a transaction involving Amazon gift cards at Walgreens.
Upon review of our purchase, we left the store with a total of 19 physical Amazon gift cards, of which one was refunded. However, after reviewing our credit card statement (attached), we noticed we were charged for 16 gift cards at $250 each, totaling $4,000. Additionally, the statement provided by Walgreens Plymouth Vinewood #***** (also attached) shows we were only charged for 15 gift cards.

Furthermore, we found that 3 of the gift cards were never activated, yet we were still charged for one of them.

We kindly request the reimbursement of the $250 difference and look forward to your prompt resolution of this matter.

Thank you for your attention to this issue.

Sincerely,

****** *******
Business Response
Date: 03/18/2025
Customer states and confirmed ********************** charged for 15 cards per the receipts provided. If her card company shows 16 charges, she would need to dispute that with them. There is nothing further we can do to assist. Thank you, ***** *., Consumer Relations.
Customer Answer
Date: 03/18/2025

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:03/05/2025
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.
Brought green dot card never came on my card gave cashier cashier 500 dollars be post it never came on green dot card I did two separate transaction I upload another $500 on my Cookie Monster card and I had to swipe it for it to come on there, but it came on there not on the green dot.
Business Response
Date: 03/06/2025
Dear ******* ******,

We have received your email about your gift card scam. Unfortunately, we have not received all the required information to process your case. We need the following to move forward:

Verification of victims name and full mailing address
Gift Card Receipt(s)
Copies of front & back of the card(s)

It is very important that we get in contact with the vendor within ************************************** order to better assist you. You can send this information via fax at ************ or by responding to this email. Please be sure to include your case number ******** on all documentation sent.

Sincerely,

****** *.
Consumer *********************** Advocate

Customer Answer
Date: 03/07/2025
Complaint: 23024023

Please see the attached images.
Sincerely,

******* ******
Business Response
Date: 03/13/2025
Thank you for contacting our company in regard to this complaint. Our ***************************** has sent this case to the ******** for handling. The following information was provided as the resolution details.
Hello Team,

Our investigation of the transaction information provided and associated account determined that the funds were successfully loaded in the amount of $500.00 on 1/23/25. Funds were registered to a third party, funds were partially depleted, and the depleted funds are unrecoverable. On 1/27/25, a block was placed on the account to prevent any further activity. Additionally, we can confirm on 1/29/25, the customer submitted documentation including their receipt as proof of purchase in order to determine if they are eligible for a refund. The investigation determined that partial recovery was available in the amount of $2.05 and was issued via standard delivery to be delivered within two weeks.
Green Dot Case# *********

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

Thank you,

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

Customer Answer
Date: 03/24/2025
Complaint: 23024023

I am rejecting this response because: I have not received anything yet.

Sincerely,

******* ******
Business Response
Date: 03/27/2025
Thank you for contacting our company in regards to this complaint. Our ***************************** has sent this case to the Green Dot for handling. The following information was provided as the resolution details.

Thank you for following up. We can confirm on 3/11/25, ******* ****** contacted Green Dot where she was essentially provided with the resolution, however, did not agree. Additionally, ******* ****** has been advised that partial funds in the amount of $2.05 were issued as a refund sent to their mailing address provided. Please find below the outcome of our findings.

"Our investigation of the transaction information provided and associated account determined that the funds were successfully loaded in the amount of $500.00 on 1/23/25. Funds were registered to a third party, funds were partially depleted, and the depleted funds are unrecoverable. On 1/27/25, a block was placed on the account to prevent any further activity. Additionally, we can confirm on 1/29/25, the customer submitted documentation including their receipt as proof of purchase in order to determine if they are eligible for a refund. The investigation determined that partial recovery was available in the amount of $2.05 and was issued via standard delivery to be delivered within two weeks."

Thank you,
****** *.

Executive Response Specialist
**********************************************************************************
Fax: ************
Customer Answer
Date: 03/28/2025

Complaint: 23024023

I am rejecting this response because: the third-party was not me I dont know who was the third-party. I did not get those funds on the card the lady at Walgreens was supposed upload funds my account I call ********************** before this happened never received anything when trying call the card everything was change over no money on their yall got cameras to see what happened and I want press charges against it then the next day Walgreens closed only two dollars this not right at all

Sincerely,

******* ******
Initial Complaint
Date:03/05/2025
Type:Customer Service 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 $50 dollar Marshalls gift card on 12/19/24 at Walgreens in *********, **. When my daughter went to use the card there were no funds on the card. I went to ***************************** told me to go to Marshalls. ********* said to go to Walgreens. Finally I contacted ********* customer service # & verified no funds were loaded. I contacted Walgreens on 1/9/2025, I was told they would resolve the information. I emailed them what they needed changed the email on my account and have not heard back. I followed up with them & still have not heard back. All they had to do was contact Marshalls to verify that the card wasn't loaded with the money and give me my money back. Marshalls CS# ************. I want a refund for my $50 dollar purchase credited to my **** debit card ending in 0105 (original form of payment).
Business Response
Date: 03/13/2025

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: 3/12/2025
2. Who resolved: District Manager ******* *.
3. How resolved: District Manager ******* contacted the customer and will be issuing a refund to the customer for the $50.00 gift card she purchased.
4. Customer satisfaction: Yes
5. Compensation given: Customer will be issued a full refund for the card that was purchased.

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

Thank you,

***** *.
Executive Response Specialist
*****************

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

Fax: ************
Initial Complaint
Date:03/04/2025
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.
Called walgreens in seffner after calling my insurance as a script was marked "action needed". Got a pharmacy tech on the phone to find out what the problem was named "***". This pharmacy technician was on speaker phone as I was in my kitchen with my husband. The absolute RUDEST ever pharmacy tech asked me only of i had enough needs to get through today, he didn't ask any other question as much husband can verify. He then tried to make the medication (im a nurse) and he could not pronounce it whatsoever. He then tells me that my script would be ready march 6th at 10am on Thursday as it was a "walgreens system glitch". I ask *** why Thursday and this man started to SCREAM at me over the phone, in front of my husband. I kept asking him to stop and to stop being so rude to me, and that just made him more angry and continued to just yell at me louder stating "I ASKED YOU IF THURSDAY AT 10AM WAS OK AND YOU SAID YES, ETC ETC. " I absolutely never said that nor did he ask. I asked my hubby if I missed something and he stated that *** did NOT ask me that at all. He continues to yell at me over the phone about picking this up, he asked me if that was OK and now what does he do?" Just completely freaked out on me to a degree that is completely abnormal and obvious that he didn't have a clue about medicines nor how to fix any insurance issue. Going forward, I will switch pharmacies due to many issues that contribute to come up, but this broke the camels back. I have never in my life been spoken to, yelled at, and demeaned the way this "***" treated me. The worst of the absolute WORST. I did call and speak to someone at the store to let them know. This person shouldn't be allowed near meds or anything to do with customer service. After yelling, he hung up on me. Called back, nice lady not in the store fixed it for march 5th, so it could've been done sooner, but he just kept screaming at me about the 6th. Rudest thing ever. VERY OFFENDED.
Business Response
Date: 03/15/2025
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:3/15/25
2. Who resolved:District Manager ***** *.
3. How resolved:District Manager ***** *. has made multiple attempts to contact the customer with no response via phone and e-mail. Appropriate steps will be taken by management to prevent any further disruptions and improve service levels.
4. Customer satisfaction: Unknown
5. Compensation given: None

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

Thank you,

****** *.
Executive Response Specialist
******************
***********************
Fax: ************
Customer Answer
Date: 03/17/2025

Complaint: 23020627

I am rejecting this response because: ***************** ******* is, wrote me on a non business day, I didn't get the email until TODAY and answered him. There was absolutely no attempt to reach me by phone. When i emailed Mr ******* back, you can plainly see the auto email I received back, states that he will be "out if office until 12/31/2024!!! No one ever tried to call new, please see uploaded phone records, none are by any walgreens or unknown source. None, they are lying like usual. I literally got that email 2 days ago on a Saturday and just replied today. The response to the BBB is a lie. As is everything with walgreens. I am moving my scripts away from this "pharmacy" and will not return. I hope for the sake of the bbb, you guys can see what liars walgreens consists of. That is why I added in my phone records, and the email. There was 100% NO MULTIPLE ATTEMPTS TO CONTACT ME, THIS IS A TOTAL LIE. I am very unhappy with walgreens and will be telling my friends and everyone is know to take their rx elsewhere. What liars. And to Mr ******** try updating your or of office email. It's now march of 2025, not december 2024. What a joke of a company, the person they use to solve issues doesn't even have their email response for out of office updated for 4 months! Lol, why walgreens you are a JOKE.

Sincerely,

******* ******
Business Response
Date: 03/21/2025
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:3/20/25
2. Who resolved:Store Manager ******* *.
3. How resolved:Store Manager ******* *. has made multiple attempts to contact the customer with no response via phone and e-mail. He left a voicemail and email with contact information for further assistance. Appropriate steps will be taken by management to prevent any further disruptions and improve service levels.
4. Customer satisfaction: Unknown
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:03/04/2025
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.
2/22/25 picked up and paid for photo order Realized they only printed one photo when I ordered and paid for two $59.98 Went back for a refund of the one I did not receive $32.45, instead they charged me again So I have paid for one item 3 times I wish to be refunded the two bogus charges of $59.98
Business Response
Date: 03/07/2025
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: 03/06/2025
2. Who resolved: Store Manager, ******* *..
3. How resolved: I called customer and offered refund on overage. Customer came in and the refund was provided to customer
********** satisfaction: Yes
************** given: Yes - Refund

Thanks,

****** *.
Executive Response Specialist
**************************;
***********************;
Fax: ************
Customer Answer
Date: 03/08/2025

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:03/03/2025
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.
I made an online pickup order 2/27/2025. I did not end up needing the items and it says on my order if i did not pick up within 48 hours my order would be cancelled and no charges so i just left it alone. On 3/1/2025 i receive a text from walgreens stating my order was picked up. I never picked up the order. I called Walgreens and spoke to ****** who said that she was a manager initially and told me the items were still in store and they made mistake but told me she could not refund my card.
Business Response
Date: 03/05/2025
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: 03/01/2025
2. Who resolved: Store Manager, ****** & Healthcare Supervisor, **** *.
3. How resolved: Issued a refund at POS because sale was completed the day before and a void was not an option. Bank transactions can take anywhere from 3-5 business days to post.
4. Customer satisfaction: Unknown.
5. Compensation given: The refund of 42.61

Thanks,

****** *.
Executive Response Specialist
**************************;
***********************;
Fax: ************
Initial Complaint
Date:03/03/2025
Type:Order 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 called Walgreens to stop sending me advertisements every day and the customer agent told me it would take *********************************** advertisements. Well they havent done that they still continue to send me advertisements that Im not interested. Its been awhile now and thats my only complaint.
Business Response
Date: 03/04/2025
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: 3.4.25
2. Who resolved: ***** *. Issue Resolver
3. How resolved: The customer was emailed and advised that the developer confirmed that their email address has been successfully added to the block list and to please allow up to 10 business days for all servers to complete the update process. Customer was thanked for their patience and told If they have any further questions or need additional assistance regarding this case please reply to the e-mail, or call the toll free number ************ and reference case their case number provided.
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
************************************************************************************
Fax: ************

Customer Answer
Date: 03/04/2025

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:03/02/2025
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.
I signed up for a MyWalgreens credit card in the store because the cashier helped me sign up in the store and told me I would get a $50 cash rewards bonus. I made purchases with the card as I was told I needed to make one purchase to get the cash rewards bonus. This was in August 2024 and I have still not received my cash rewards bonus. I have called multiple times and the first time they said they fixed it and it would take 2 billing cycles for my rewards. I called 2 billing cycles later and still did not have the bonus. They said they linked it and now it is March 2025 and I have not received this alleged bonus. I just got off the phone from an hour plus conversation where they transferred me around and said they couldn't help and I'd have to call synchrony bank. ************** said I had to call walgreens. This is false advertising and should be illegal. Cancelling my my card and good riddance. Please give me my $50 that I was promised when I signed up.
Business Response
Date: 03/04/2025
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: 03/04/2025
2. Who resolved: eCommerce, ****** *.
3. How resolved: We found the purchase using the credit card on 9/07/2024 and added the missed bonus offer-RFN#********************
4.Customer satisfaction: I emailed to advise bonus was added but no reply from the customer as of yet.
************** given: $50.00 Walgreens cash rewards bonus added 3/04/2025.

Thanks,

****** *.
Executive Response Specialist
*******************************************************************************************************;
Fax: ************
Customer Answer
Date: 03/04/2025

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:03/02/2025
Type:Order 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.
Transaction Claim 2/14/2024. $ Paid ******. The pharmacy staff did not complete the necessary steps for the secondary insurance, and lied about the secondary insurance being processed. The secondary insurance indicated they did not make the supplemental payment on the medication resulting in an overcharge for the covered patient. Called retro-billing between 1/7/25 and 1/31/25 however they did not confirmed in written any process and although they mentioned started the process it is now more than a month and this is not solved. Walgreens is my preferred pharmacy, and it hurts to be treated with this level of customer care and the lack of proper assistance with a retro-billing.
Business Response
Date: 03/12/2025
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: 03/12/2025
2. Who resolved: Third Party Billing
3. How resolved: We have spoken to the patient regarding this claim and provided info in 2 weeks we should be able to complete this request and send it in the mail.Patient also provided updated address.
4.Customer satisfaction: Unknown
************** given: None

Thanks,

****** *.
Executive Response Specialist
**************************;
***********************;
Fax: ************
Customer Answer
Date: 03/17/2025

Complaint: 23010429

I am provisorily rejecting this response because:
The BBB system has only 7 days to respond and it cant be held longer than that as per BBB rep.
The resolution proposed by company will requiere up to 6 additional weeks to the current reported delay from the original request.
I do appreciate the attorney diligent response and the managers response, however I would like to have some additional assurance that the refund will be issued after accepting the resolution.
Sincerely,

******* ****
Business Response
Date: 03/25/2025
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: 03/24/2025
2. Who resolved: Third Party Billing
3. How resolved: We have spoken to the patient regarding this claim and provided info in 2 weeks we should be able to complete this request and send it in the mail. Patient also provided updated address. We already have a ticket going for completion this week and will be batched for next week for check processing after approval. #******. Estimated timeframe the patient may get it in the mail is by first week of April onwards.
4. Customer satisfaction: Unknown
5. Compensation given: None

Thanks,

****** *.
Executive Response Specialist
**************************;
********, AZ 85286
Fax: ************

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