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.
- 679 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/13/2022
Type: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 placed a prescription order through the Walgreens app to be delivered to my home; the prescription was paid for on September 11th through my employer FSA card. On Monday, September 12th @ around 2:45p I received a notification from the Walgreens app that my order had been cancelled. I immediately called the pharmacy located at ******************************** 2:56pm) to inquire why my order had been cancelled when the fee had been paid and the order was supposed to be shipped out to me. The woman who answered the phone said that she was not sure why I received that notification because she did not see that the order was cancelled and that they were still working on filling it. I responded by asking why they would still be working on it when the app said that the order was ready and awaiting shipment. She said she couldn't answer that but that they were working on it and that it would be ready soon and that I could come pick it up or redo the delivery option. I told her that I had already paid for the order and the money had already been taken from my FSA account, she said that wouldn't be an issue and that I could do either option. Only for me to arrive at Walgreens today and the cashier in the pharmacy demanding that I pay again. I asked to speak to a manager as I had already paid for the prescription. *************************** came to the drive through window yet offered no assistance. First of all she didn't even listen to what I was trying to explain to her. She kept asking for a QR code and I kept telling her that I didn't have one because the order was originally supposed to be shipped. Instead of listening she continued to tell me there was nothing she could do and that I would just have to pay again. I asked how I would be refunded for the money already taken from my account to which she stated she couldn't verify although I provided her with proof of payment. ***** was rude and unwilling to help nor listen. I still have no prescription but they have my money.
Business Response
Date: 09/24/2022
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: 09-19-2022
2. Who resolved: ************* and *****************
3. How resolved: Contacted patient multiple times and voice mailed left on 9/19/2022
4. Customer satisfaction: unknown
5. Compensation given: SM will provide $25 **** Gift Card, and refund any outstanding charges.
If you have any questions please do not hesitate to contact me.
Thank you,
**************
Executive Response Specialist
*************************************************** 85286
Fax: ************Customer Answer
Date: 09/28/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, while I have not received any such call, voicemail, nor **** gift card as stated by Walgreens, I have seen that the charge for the undelivered prescription was returned. When and how should I expect the remaining courtesy as described in the response?
Sincerely,
*****************************Initial Complaint
Date:09/13/2022
Type: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.
Hi I placed an order for store pick up and ship to store on July 27th to be picked up on July 28th and realized that at the time of pick up I was overcharged $3.51 over the original amount I was supposed to pay that was shown in my confirmation email of $0.15. Initially I called twice to customer service and sat on hold and had been transferred to the online department to try to get this resolved and was told that the payment systems were down so I couldn't be refunded to my **** account at that time. Within that week I proceeded to call more than six times to see if their systems were able to complete the refund and I was told and got a confirmation of the refund but was refunded the initial $.15 and the credit of Walgreens cash that I used for the order. I made it clear to everyone that I spoke to that I did not care about the Walgreens cash that I just wanted to be refunded the overcharged amount; which I was not. After failed success on the phone I spoke to three different agents via email that insisted I was refunded to my account. Due to a month and a half of trying to resolve this with the merchant it caused my checking account to overdraw and my checking account was closed by my bank. Now I may be unable to open up a new checking account with my bank. After my account was closed I disputed the overcharge with my bank and it ended in my favor but now I am still left with a closed checking account and the refunded money cannot be accessed at this time. Walgreens negligence and inability to resolve the problem in a timely matter not only wasted my time took my money but caused my checking account to close out. After a month and a half of not refunding the overcharged amount it becomes obvious that they had no intent to do so even though they were aware of the problem . Due to their negligence I would like their legal department to reach out. The order Order number is : ************ the reference case number is: ********Business Response
Date: 10/07/2022
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: 10-04-2022
2. Who resolved: CR *****
3. How resolved: Case was referred to ******************************* and they will be in touch with the customer directly.
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
*************************************************** 85286
Fax: ************Customer Answer
Date: 10/07/2022
Complaint: 18022843
I am rejecting this response because: The company had the store where I made the purchase reach out to me when the problem was on a corporate level I still have not been contacted by the legal department like I requested and as of the issue being resolved October 4 I have not received any contact from Walgreens on October 4. They also reached out through my girlfriends email which is very similar to mine but still was not appropriate and I don't understand how they got Her account confused with mine. It shouldn't take a company almost 2 months to refund when their system over charges customers. Eventually someone gave me the phone number for the legal department I asked for them to reach out via email because at this point I need documentation of everything said so I would appreciate it if they would reach out via email provided with my complaint and the email associated with the problematic purchase.
Sincerely,
***********************Business Response
Date: 10/15/2022
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: 10-04-2022
2. Who resolved: CR *****
3. How resolved: Case was referred to ******************************* and they will be in touch with the customer directly.
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
2225 **********
********, ** 85286
Fax: ************Customer Answer
Date: 10/17/2022
Complaint: 18022843
I am rejecting this response because:the company is claiming that the issue was resolved October 4, 2022 and it has yet to be resolved I have yet to be contacted by the insurance and claims department. They can reach me via the email that this complaint was filed with rather than reaching out to my girlfriend via her email. This company is poor practices are the reason I was overcharged which caused an overdraft to my checking account and because I attempted to be civil with the company and have them resolve it rather than try and dispute it with my bank my account was closed due to the overdrawn amount. if the company had handled it in a timely manner none of this would've happened. again I have yet to be contacted via email by someone actually willing to have a conversation about my grievances.
Sincerely,
***********************Initial Complaint
Date:09/13/2022
Type: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.
Please See Attachment......Business Response
Date: 09/20/2022
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: 09-19-2022
2. Who resolved: Director of Pharmacy and Retail Operations *****
3. How resolved: That we spoke with the customer and that we were not able to come to an agreement based on what her expectations were. We have corrected any issues on our end to prevent future concerns. If you want to put that video evidence does not support accusations that's fine also.
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4. Customer satisfaction: unsatisfied
5. Compensation given: None provided.
If you have any questions please do not hesitate to contact me.
Thank you,
**************
Executive Response Specialist
*************************************************** 85286
Fax: ************Customer Answer
Date: 09/22/2022
Complaint: 18022714
I am rejecting this response because: their not being honest and forthcoming. Their surveillance certainly supports what I said happen and their is other surveillance that can be pulled as well. I will be looking into other legal recourse. I won't be reaching out to their corporate office any longer. They apparently approve illegal behaviour from their employees.
Sincerely,
******************************Initial Complaint
Date:09/13/2022
Type: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.
Hello! I am writing to you because I continued to book covid booster shots on two different times and when I arrived these appointments were no where to be done. I was told their "system was down" but was never given a call or anything. This is unacceptable as you are playing with my daughters lives, they need the vaccine and you decide to not call me whenever your system is down to even reschedule. This happened TWICE already once on 9/12 and earlier a week before. Both times I was never given a call and had to take time off to take my daughters. I don't believe this is how you should be doing business, this is for the location at ****************************************************************Business Response
Date: 09/16/2022
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: 9/15/2022
2. Who resolved: Store Manager ***************************
3. How resolved: customer called and apologized too. ** explained the situation to the patient, as store has been going thru several system issues the past 9 days caused by it's broad band service. The location had no access to the system on days patient brought up a concern. The patient was very understanding, and appreciative of receiving a call back and even went as far as wishing us good luck with getting the systems back up and running. The patient was able to get the vaccines at a different Walgreens location.
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
2225 ****************
********, ** 85286Customer Answer
Date: 09/19/2022
Better Business Bureau:
I was given the service and explanation necessary. While this location has much to improve in their communication, I believe they've helped with what they could at the point.
Sincerely,
*******************************Initial Complaint
Date:09/12/2022
Type: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 had a prescription for my medication that was delayed due to a backorder issue at the Walgreen's Pharmacy (Store # *****) located at ******************************************************. However, I opted to pay for the medication through the Walgreen's mobile application which promptly charged from the card number that I had input into the app a few days prior. The charge was also reflected in my bank statement and so I made my way to the pharmacy to pick up the medication once I received the notification that it is ready for pick up. Upon arriving, I was told that I will need to pay for my medication. At that point, I had let the employee at Walgreen's know that I had paid already through the app and even showed her the bank charge on my phone. I am not quite sure why the amount of ***** dollars was charged twice on my account but the employee at the time insisted that I need to pay for my medication and that the charge will somehow go away as it's pending? - to which I complied hesitantly because I just wanted to get my medication and leave as I had waited for about half an hour in the line. I would like to be refunded the extra charge without having to contact my bank by having someone reach back out from Walgreen's corporate end so we can resolve this. However, if no action can be taken from their end - then I fully plan on taking action to have this charge removed through my bank asap. Also, a clarification from Walgreen's on why the payment that was made on the mobile app was not recognized or if it was, why it was deliberately ignored by the person who accepted by second payment. Either way, it looks like it could either be a system related issue or a staff issue that I would like an explanation on. Thank youBusiness Response
Date: 09/21/2022
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: Unable reach customer. Customer has been called several times and emailed. The customer never responded to our email or any of our voicemails.
2. Who resolved: District Manager, ************
3. How resolved: Customer was attempting to use Express Pickup. A ** code will generate that the customer must show us once they arrive to the store to finalize the payment. The customer was not able to present/find the ** code so then decided to pay for the transaction. There is a 7 day hold put in place when a customer uses Express Pickup to give them 7 days to come pick up their prescription with their ** code. At this point, the hold has been removed and the customer was only charged once and not twice.
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
2225 ****************
********, ** 85286
Fax: ************Initial Complaint
Date:09/12/2022
Type: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.
On Sept 12, 2022, I put $15 worth of gas in a friend's vehicle to pick up my medication, from Walgreens in *******, ** (store# *****), that Walgreens is not allowed to ship to me. I arrived at the drive thru around 3:00pm with 3 vehicles ahead of me. I sat in that line for ************************************************************************************************************** just gave up and drove off. This Drive thru line was literally out to the road. I did not leave the drive thru until 4:00pm. Over half the gas I put in the vehicle was gone by the time I left and there were groceries in the vehicle so I could not turn the car off due to heat. It would not have made a difference to go into the store, because the line in the store was down one of the isles and I had the groceries. This is completely unacceptable. It should not take any company, especially a pharmacy, over 20 minutes per vehicle for service. I was already in pain due to the pharmacy being closed on the weekend and causing me to be out of my meds for 2 days, there is no reason for anyone to have sit in a drive thru for an hour to get medication. I am livid, tired and extremely irritated because I had pay more money for gas due to sitting there for a flat hour. I am upset for every vehicle in that line, even the ones who refused the wait and just left. For information purposes only, this is the second month this has happened. I waited 45 minutes in that line last month but I thought it was just a one time thing. But I was wrong, this is something that seems to happen regularly and it needs to be fixed as soon as possible.Business Response
Date: 09/20/2022
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: 09-19-2022
2. Who resolved: DM ******
3. How resolved: I reached out to the patient and explained the services that the stores provide through the drive-thru that *** delay service. I also informed the patient that the store is working to ramp up support to improve time to be helped in the drive-thru.
4. Customer satisfaction: The customer was satisfied with the explanation of service in the drive-thru.
5. Compensation given: None provided.
If you have any questions please do not hesitate to contact me.
Thank you,
**************
Executive Response Specialist
*************************************************** 85286
Fax: ************Customer Answer
Date: 09/21/2022
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:09/12/2022
Type: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.
This is the letter I wrote to Walgreens complaint department the day of the incident 8/31/2022 I received only a very impersonal form type letter/email in return. This has not been resolved with me at all. I was horrified! This is a store that sells food and I've purchased food from this store on many occasions. Now I question what I've been eating, how dirty is the food and what other food safety issues they "already know about" and haven't addressed. I visited the Walgreens today at ************************************************************************. I went in to grab a box of milk duds. I went to the area where the register maze starts against the outside wall. I picked up two and shook them to make sure that they were not melted together as they often are. At that time THOUSANDS, if not more, ants came out both ends and from the shelf itself. I threw the box back on the shelf and said "oh my god" as I looked for some help the one lady behind the counter, with the grey hair, said "yeah, I know" and went about doing what she was doing. I said "well, you can't just leave it like this! They're on me!" She then press a button on her shirt and told someone that the ants are either back or still here. I can't remember how she said it. I left as fast as I could as I had ants crawling all over me then in my car. I had to shower and do wash when I got home. This has been a very traumatic incident for me. Who would ever expect this to happen and with food?? There was no offer to help and no one even came over to see what was happening. This should never happen once let alone more than once. If this was a known issue, as said the lady, then it should have been taken care of right at the first sight of an insects infestation. ****Business Response
Date: 09/18/2022
Thank you for contacting our company in regard to this complaint. Our Consumer ******************** has sent this case to the District Manager, **************, for handling. The following information was provided as the resolution details.
Some issues resolved on 9/3 with pest control. Discussion with front cashier 9/1.Pest control was contacted through a fix ticket and arrived at the store the next day. The store has not seen any ants in the store since. The Store Manager talks with the front cashier about her choice of words when handling a customer concern. The ********************** Manager called the customer 3 times when she received the original complaint and left messages all three times with no response from the customer. I called the customer yesterday and left a message and called again today and could not reach the customer. We will try to call again tomorrow
We will apologize to the customer and ask if there is anything we can do to make this a better experience for them.
Thank you,
********************
Corporate Consumer Relations
200 ***************
*********, ** 60015
Fax: ************Customer Answer
Date: 09/18/2022
Complaint: 18014218
I am rejecting this response because:in the letter written to you from Walgreens it states that they tried to contact me by phone three times and left a message all three times. I received no voicemails from anyone at Walgreens. I redialed the only number in my recents that I did not recognize and it was from a district manager at Walgreens. So, I missed the one call they made to me but I received no voicemails from anyone at Walgreens.
Sincerely,
***********************Business Response
Date: 09/20/2022
Thank you for contacting our company in regard to this complaint. Our Consumer ******************** has sent this case to the District Manager, **************, for handling. The following information was provided as the resolution details.
After several attempts to reach the customer, we were able to talk with her today. Customer was pleased that we resolved the problem and called her back. Customer just wanted to voice her concerns regarding the incident. I assured her that I would speak with all team members involved in this situation.
********************
Corporate Consumer Relations
200 ***************
*********, ** 60015
Fax: ************Customer Answer
Date: 09/22/2022
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:09/12/2022
Type: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.
Pharmacy reduced its hours to m-f, 10am-6pm, will not answer phone. 3 people hung up like there is no responsibility taken by any employee.I am disabled and was put on hold for over an hour. Added a call to their corporate consumer relations and they were unable to get through, but they sent the store a message, and finally **** from the pharmacy called me back. **** promptly told me the prescription had expired even though 3 refills were indicated on the bottle; when I requested that he request a new one from the health care provider, he hung up the phone.Walgreens has reduced their hours, closed on weekends, puts their phones on ignore, and hangs up on the customer. They are holding the consumer and their prescriptions hostage with absolutely no accountability. The should be forced to close their doors if they cannot provide prescription services to the public.False advertising, customer abuse, lack of accountability.Business Response
Date: 09/17/2022
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: 09-09-2022
2. Who resolved: *************
3. How resolved: The customer attempted to touch-tone a refill for her pets medication and was unable to do so, as the script did not have any remaining refills. When the patient attempted to reach a pharmacy team member, she was left on hold for an extended period of time. The Store Manager reached out to that patient to explain that a new prescription would be needed from the veterinarian,frustrating the patient further. Unfortunately, there is nothing additional the pharmacy team could do as the issue was outside their control.
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
*************************************************** 85286
Fax: ************Initial Complaint
Date:09/10/2022
Type: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 the evening of Thursday, 9/2 around 8:30 pm, I arrived at Walgreens Pharmacy Window in ******, **. Prior to this, I went to Ingles and when I ran my card, it was declined. I went to my online banking and there was a charge of $50.02 pending from Walgreens Pharmacy. I had activated express pay, and thought I had paid for my prescription already when I got to the store. A blonde lady, on the younger side, waited on me. I gave her my birthday, address, phone number, debit card and license so I could receive my prescription. I also mentioned how awesome express pay was. She commented, I dont have control over that, but it did not pay for your prescription. I told her to run my debit card, that I had just transferred money on to, in the amount of $50.02. A minute later, she came back and told me my card was declined. I told her I had just transferred money into my account, there was no way. After this, I transferred another $50.02 to my account and told her to rerun my card. She did and the same result happened. By this time, the pharmacist (short brown hair, ***** years old, came to assist. They ran my card again and said Im sorry, we cant give you your prescription. I stated that if they would let me go to ATM inside the store or get another card out, I was 100% sure I had it. Which I did. While I was saying this, they stated that they couldnt help because it was 8:56 pm and they were about to close. I pulled around behind a vehicle in the drive thru, and arrived at the window at 8:59 pm. This is when they were closing shade, ignoring me and snickering, but they still had my debit card and license. I had to scream and wave my hands from my car and say yall have my 2 cards still. If I hadnt have done to this extreme action, I wouldnt have had my license or debit card. I decided to pull around and go into the front and ask for management. The cashier was a young boy in his teens, early 20s, and white. He was witness to the conversation with *****.Business Response
Date: 09/17/2022
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: 09-13-2022
2. Who resolved: SM *****
3. How resolved: Customer Called
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
*************************************************** 85286
Fax: ************Customer Answer
Date: 09/20/2022
Complaint: 18007844
I am rejecting this response because:I never once spoke to anyone, which is a bold faced lie. Seriously? Someone said I spoke to them and said I was satisfied? How do businesses get away with lying like this? I was studying and taking a Microbiology test on the 13th, and had turned my phone off the entire day to avoid distractions. I never got a voicemail from Walgreens either because I kept checking to see. The pending charges fell off but I have never been treated so bad in my life. Never have had a problem with this business going behind my back or getting terrible customer service.
Sincerely,
***********************Business Response
Date: 09/27/2022
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: 09-27-2022
2. Who resolved: ***************
3. How resolved: I talked to my Store Manager today. When she spoke with the customer previously (I believe on 09/13/22), she listened to her side of the story, apologized for what happened,and let her know that she would address the situation with her team to ensure something like this would not happen again. Store Manager tried contacting her today again at 8am (Left voicemail), 10:40am, 1:40pm, and 4:15pm and was unable to talk to the customer.
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
*************************************************** 85286
Fax: ************Initial Complaint
Date:09/09/2022
Type: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.
Over the last several months I have tried to work with Walgreens on this and all I have gotten is emails promising me contact from sequentially local and regional management within two business days on two separate occasions and no ensuing contact. I am a chronic pain sufferer in pain management and prescribed controlled substances. This happens every time I have to fill a script. I have spent approximately two hours trying to work this one refill out with Walgreens between 7:44 am and now its 9:45. The first call they said they had no script for me. I called my pain management center who confirmed that it had been sent on 7/26 (note its 9/9). I called back and spoke with someone in the pharmacy, who was defensive and hostile when I asked if anything could be done so that someone with severe back pain associated with sitting up wouldnt have to come in at 7 am and sit in their lobby chairs for half an hour while they filled the med. (That was her only suggestion on how it could be filled before I had to go to work in the morning.) She then hung up on me. I called back and two calls of hangup and hold later I asked for a manger. The same woman handed me to the pharmacist instead. He was significantly more diplomatic, but still said my only option was to come and in person have them start filling the script and wait while they filled the script. I simply need access to the medication my doctor prescribed at the time he prescribed it. Walgreens is intentionally preventing me from having access to my medication by practically forcing me to miss multiple doses of my medication every time the refill occurs on a work day. I have contacted walgreens many times about this and been completely deflected and avoided. I have contacted the ***********************, who suggested I work directly with walgreens. Who has done nothing but avoid and deflect. I know walgreens loves money and hates patients, but they cross the line when they prevent patients from taking doses.Business Response
Date: 09/17/2022
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: 09-14-2022
2. Who resolved: HCS ****
3. How resolved: **** spoke with the patient in order to attempt to satisfy his concerns. The patient wants a systems update that cannot be accomplished at this time. He also mentioned that there was an issue with phone hold time being excessive. I have spoken to the ** and have her working with the *** and team to address within workflow.
4. Customer satisfaction: Customer was not totally satisfied. The only thing that will satisfy him at this point is an update to IC+ that will allow us to autofill a Stores medication on a specific date. **** suggested that he speak with his doctor regarding getting permission to fill his controlled substances early, and he felt that we as a company, were "punting" responsibility. He mentioned that he will use "external forces" to pressure us to update our system to do this.**** has sent a recommendation up to the RxP team.
5. Compensation given: No compensation was given
If you have any questions please do not hesitate to contact me.
Thank you,
**************
Executive Response Specialist
*************************************************** 85286
Fax: ************Customer Answer
Date: 09/25/2022
Complaint: 18003435
I am rejecting this response because:Walgreens seems to be under the impression that they are a supermarket. They are a pharmacy. They are a medical company treating patients. As such the response that can be summarized as, "Our computer won't do that, so we won't either," simply is not good enough. It is the cold hearted response you would expect from any other business, but they treat patients. As a patient, I couldn't care less what their computer can or can't do. I care about the standard of care. As a medical company, they are held to a higher standard than the incredibly lazy position espoused by their regional manager. As a chronic pain sufferer I have a 1 hour window to pick up my prescriptions before work. If I do not have them filled before work I will miss multiple doses. If I miss multiple doses, I will be suicidal. They refuse to automatically fill that prescription. They require me to to come in with no medication on board so I'm in agony. (I screamed my self awake at 6 am this, a Sunday, morning.) They then require me to sit in their lobby (Walking back out to my car is not an option when I have no medication on board.) for what they estimate to be at least half an hour while they fill my script. Then I have half an hour to get to work. This is walgreens' idea of serving the patient. This is evil. Walgreens' response is evil. I will be looking to exert external pressure. BBB was the first of those. This response will drive me to the media. You know someone will pick it up. And you know where anyone with a heart's sympathies will lie.
Sincerely,
*****************************, Ph. D.Customer Answer
Date: 09/30/2022
Complaint: 18003435
I am rejecting this response because:If you copy each business response into two different word docs and switch between them, not a single character changes. That's exactly how much Walgreens hates the people it is supposed to be serving. I suppose I should thank them for this kind of response.It will aid my public campaign against the company greatly. It should offend the Better Business Bureau that Walgreens takes their procedures so lightly as to game their system by appearing to respond, but simply copying and pasting their previous response. I would think that such an attempt to circumvent the process would have consequences for the absolutely shameless business.
As another engineer who likes to take on these kinds of injustices, I'm thinking of contacting a popular ******* channel and seeing if this is something that they want to use their platform to help champion. This kind of evil indifference to Walgreens'active torture of the patients the business exists to treat cannot and I believe will not be tolerated by society as a whole as the message gets out.
Since their reply was a character for character copy and paste of their original reply, you should read my original response which I will quote here.
I am rejecting this response because:
Walgreens seems to be under the impression that they are a supermarket. They are a pharmacy. They are a medical company treating patients. As such the response that can be summarized as, "Our computer won't do that, so we won't either," simply is not good enough. It is the cold hearted response you would expect from any other business, but they treat patients. As a patient, I couldn't care less what their computer can or can't do. I care about the standard of care. As a medical company, they are held to a higher standard than the incredibly lazy position espoused by their regional manager. As a chronic pain sufferer I have a 1 hour window to pick up my prescriptions before work.If I do not have them filled before work I will miss multiple doses. If I miss multiple doses, I will be suicidal. They refuse to automatically fill that prescription. They require me to to come in with no medication on board so I'm in agony. (I screamed my self awake at 6 am this, a Sunday, morning.) They then require me to sit in their lobby (Walking back out to my car is not an option when I have no medication on board.) for what they estimate to be at least half an hour while they fill my script. Then I have half an hour to get to work.This is walgreens' idea of serving the patient. This is evil. Walgreens'response is evil. I will be looking to exert external pressure. BBB was the first of those. This response will drive me to the media. You know someone will pick it up. And you know where anyone with a heart's sympathies will lie.
Sincerely,
*****************************, Ph. D.********************* Alumni
Electrical Engineering and Surgical Robotics
Visiting Assistant Professor ************* of Engineering
*****************************
Business Response
Date: 10/24/2022
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: 10/24/2022
2. Who resolved: Regional Healthcare Director ****
3. How resolved: Patient called, spoke with him about a variety of issues at the stores and promised to address them
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
*************************************************** 85286
Fax: ************Customer Answer
Date: 10/26/2022
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.The phone call seemed productive. The proof will be how the next few month go with the local store.
Sincerely,
*****************************, Ph. D.
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