Complaints

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

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• 

  Walgreens

  200 Wilmot Rd # 2002 Deerfield, IL 60015-4620

  
• 

  Walgreens

  Bells Ferry Road Marietta, GA 30166

• 

  Walgreens

  P.O. Box 4024 Danville, IL 61834-4024

• 

  Duane Reade

  440 Ninth Avenue New York, NY 10001

• 

  Walgreens

  9520 Fields Ertel Road Loveland, OH 45140

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:08/18/2022

  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.

  August 16th 2022 to August 18th 2022 at 12:00 p.m. at *********************************************************************** Walgreens my prescription for my opiates we're supposed to be filled on the 16th of August they told me I had to wait until August 18th 30 days for it to be filled I waited till that time they proceeded to let me know they do not have the medication to fill the prescription proceeded to be rude and inconsiderate to me didn't care if I didn't have the medication didn't bother to help me to get my medication I have chronic pain I am 84 years old and I should not have to go through this every month with Walgreens they are not a very good retail business or when it comes to customer service the management and the customer service at the ********************** could care less if they even have customers

  

  Business Response

  Date: 08/19/2022

  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: 08/19/2022 
  
  2. Who resolved: District Manager ************
  
  3. How resolved: We were out of stock on the medication on 8/18. We ordered the medication and is in stock today. We will notify patient today when it is filled and ready. 
  
  Upset that she's limited with transportation and had to travel to another store.
  
  4. Customer satisfaction: Customer filled her script at neighboring *************************** . Script was filled yesterday within an hour. She will continue using store **** for her prescription needs. Praised Team **** on their ECC.
  
  5. Compensation given: $50 Balance Rewards
  
  
  If you have any questions please do not hesitate to contact me. 
  
  
  Thank you, 
  
  **************
  Executive Response Specialist
  521 ************.
  
  *************, ** 35661
  
  Fax: ************

• Initial Complaint

  Date:08/18/2022

  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.

  I went to pick up my prescription at the Walgreens in ************** **. the Pharmacist could not find it anywhere in the store even though the computer said it was there a d ready for me to pick up. The Pharmacist said they did not have anymore in stock but would order it for the next day as it was a breathing meditation I said ok I a few days left he said they would have it the next day. Well 4 days later and they still had not ordered the replacement for the medication that they lost. When I called the pharmacist said go find it at another store and hung up on me.

  

  Business Response

  Date: 09/06/2022

  9/6/2022 11:08 AM
  1. Was the customer contacted? If so, in what form? (i.e. email, phone or letter) - Phone
  2. Was the customer satisfied? - No, upset due to it not being completed on time. Due to TPR, Ordering Issues, and Pharmacy closing on Friday due to a medical emergency. Was given no resolution to refill medication needed other than being told it has to be filled somewhere else. Transferred out of Walgreens regardless of digital offerings to provide a streamline experience.
  3. Was compensation provided? (if gift card, the gift card number and amount) - No, patient has no interest in shopping with Walgreens or being a Walgreens patient.
  4. What actions were taken to prevent reoccurrence? - Coached team on auto refills, Clear communication with patients, *************************** coaching to ensure a great patient and customer. Customer stated this has not been the first time she was treated poorly from this Pharmacist and refuses to deal with this location. Clear direction given to Store Manager to ************** team and provide ROD's where necessary to uphold Walgreens Brand Standards and performance manage based on ECC.
  
  Thank you,
  
  *********************************** (Granville)
  District Manager 727

• Initial Complaint

  Date:08/18/2022

  Type:Product 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 $700 worth of Amazon Gift cards from their location. When I tried to redeem the gift cards the next day, I got a notice that the cards were already redeemed. When I contacted the store they told me because I left the store they wouldn't exchange or give me my money back. So I have $700 worth of gift cards I can't use and out of $700

  

  Business Response

  Date: 08/23/2022

  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: 08/23/2022
  
  2. Who resolved: **************, Executive Response Specialist
  
  3. How resolved: Walgreens policy is no refunds on gift card purchases. Since the cards were purchased over 3 years ago, we cannot forward to our 3rd party processor to research. We only have 30 days after purchase to verify the cards. Cards were redeemed a day after purchase according to the complaint, so it may have been part of a scam. Customer should be advised to contact amazon to see if they can provide redemption information.
  
  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
  521 ************.
  
  *************, ** 35661
  
  Fax: ************
  
  
  
  

• Initial Complaint

  Date:08/18/2022

  Type:Product 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.

  On August 3rd or 4th 2022, I did a curbside order with Walgreens, my order number is ************ the charge was $44.97. My card was charged twice, I called customer service, a day later, and they told me that was normal and the second charge would be dropped within 5-7 days. On the 7th day, I called back because the second charge was still not refunded, I talked to *******, she said give it a couple of days more, I did, and called back and talked to ****, he claims he put in a report and someone would call me. I never got a call, I called back 4 days later and spoke to ******* again, she said she would try to get this taken care of, and that this was ridiculous! Its been 23 days and I still have not gotten my refund back. Everytime I call they give me the runaround! Can someone PLEASE help me get my refund back! I know its not much to some people, but to me with everything going on in the world and the economy its huge!

  

  Business Response

  Date: 08/26/2022

  8/26/2022 7:55 AM
  1. Date resolved:8/20/2022
  
  2. Who resolved: store manager ********
  
  3. How resolved: The store manager spoke to the customer. The customer stated that they were receiving a refund from the support center. The store manager ******** started if she didn't receive the refund they will refund the money at the store and for her to call back with any issues.
  
  4. Customer satisfaction: We were not able to contact the customer to confirm if the refund was received. The home number is not a working number and the work and cell number go straight to voicemail. We made 4 attempts to contact the customer.
  
  5. Compensation given: refunded money

• Initial Complaint

  Date:08/17/2022

  Type:Product 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.

  In June, 2022 I submitted a request for a refill of a medication (Diphenoxylate/Atropine) to the Walgreens Pharmacy located at ****************************************************. When I went to pick up the prescription I was told that they didn't have enough in stock but, they would give me a partial fill and when they received the remainder they would fill the rest of the prescription. A few days later I requested the remainder of the partial fill and at that time they still didn't have enough to completely fill the medication but, they again would give me enough for 9 days. This started to become a problem because I was going out of town and didn't know when I would be back. I was told that they would have the rest in a few days however, when I requested the rest a few days later they still didn't have it. I contacted my doctor and asked if she could send the remainder of what I was due (144 pills) to another pharmacy. She did send it to another pharmacy but, because Walgreens showed in their records that I had received the full amount of the prescription I couldn't get the remainder until this was corrected. After all of this Walgreens is now saying that I am not allowed to get any prescriptions filled at their pharmacy. It appears that the pharmacist has banned me from Walgreens but, I don't understand why. I don't see where I did anything wrong!

  

  Business Response

  Date: 08/31/2022

  I called and left a message with this customer but they have not responded. As I stated below I had explained the situation to her and was only reaching back out to see if there was any other concerns she had. Since she has not called me back I would assume not.
  
  If there is anything else you need from me or the store on this let me know
  
  Thanks,
  
  *****************************,
  District Manager 447 *********, **
  
  
  I am awaiting a call back from the Patient to finalize a resolution. I did speak to both the Patient and the pharmacist in this case and have outlined a brief summary below:
  
  This patient was having trouble getting a specific medication (Diphenoxylate/Atropine) which was in short supply and on MFG backorder. The Store issued multiple PFL but could no longer fill the medication. The patient was upset with this and accused the Rx of lying. ***** the *** was uncomfortable with his interaction with the patient and told the MD not to send the particular drug over again as they could not fill it and offered to transfer the patient to another pharmacy. The patient instead tried filling at another Walgreens but as this drug was on backorder and OOS they also told her they could not fill it for her -
  
  To be clear, she has not been "banned" from Walgreens - This particular drug is OOS and on backorder which is why they could not fill her script. However, her behavior has made the team uncomfortable and I will work with her to see if another Walgreens or pharmacy may better serve her needs.
  
  I did already explain this to the patient when we spoke and will reiterate and help find a resolution when she calls me back.
  
  If there is anything else needed in this matter please let me know.
  
  Thanks,
  
  *****************************,
  District Manager 447 *********, **
  

• Initial Complaint

  Date:08/17/2022

  Type:Billing 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.

  Charge me for something I've never recieved or wrong item and problems (technical issues with the app alot) Hot dogs never recieved and got charged I think ******* never received Clear shampoo was wrong Made a reviews to the items on my order history Look at my order history and read my reviews

  

  Business Response

  Date: 09/10/2022

  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: 08/19/2022
  2. Who resolved: Issue Resolver ******
  3. How resolved:  several contact attempts with the client were unsuccessful
  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
  *************************************************** 85286
  Fax: ************

• Initial Complaint

  Date:08/16/2022

  Type:Product 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.

  My Snap Ebt card was compromised at Walgreens @ ********************************************. While I'm at the Park with my kids in ************ my EBT Snap card was digitally stolen and someone stole and used all my cash beneifts and used at this Walgreens. Mind you this Walgreens is reporting to be closed so I am not only confused to how it was stolen while in my pocket but how was it used at a store that is reporting to be closed??? I am struggling a financial hardship and I am a single mom, now the store is telling me it will take 10 days to receive a refund. Well I do not have 10 days, school is starting and that money was for my kids school clothes and supplies. How else am I suppose to get their stuff now?? This is ridiculous & will like my refund in the amount of 245$

  

  Business Response

  Date: 08/31/2022

  Please see attached and below updates. We are unsure which Duane Reade store this correctly is. It appears Walgreens ***** is not the correct store number.
  
  Thank you,
  ****
  
  *******************************, MBA
  Director of Pharmacy & Retail Operations
  
  
  *********************** - DM
  
  This customer complaint came to me regarding ********************** Read #***.
  When I googled it was linked to Walgreens location on King's ******* and Coney Island.
  I had my store check if any transaction was made with dollar amounts that customer is claiming, and we didn't see any transactions.
  Can you see if your store had any transactions that customer is claiming on 08/13.
  I tried to call customer but she was not picking up the phone.
  
  Thank you,
  Mirela

• Initial Complaint

  Date:08/16/2022

  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.

  On 8/1/2022 my doctor issued a prescription and called it into Walgreens. When I went to pick it up, I was told that they could not fill the prescription because it needed "prior authorization". I was told to call the doctor's ****** and explain that. When I got home, i called the doctor's ****** and I was told that they had not heard anything from Walgreens. I returned to Walgreens and I was told that "it is out of our hands". I was told that I could pay the full price for the prescription and submit for reimbursement to my health care provider (United Healthcare). So, since I needed the prescription per doctor's ****** I paid $56.89 out of pocket. When I returned home, I filed a claim with United Healthcare. On 8/9/2022, United Healthcare denied my claim because they had already paid Walgreens.So, I returned to Walgreens and explained all of this to the pharmacist expecting to get a refund. He told me that he would not issue a refund. When I asked to talk to the store manager, I was told that there is no such position.At this point, Walgreens has been paid twice for that one prescription.

  

  Business Response

  Date: 08/19/2022

  Hi,
  
  
  claim is for
  ***************************
  Rx545768 store11533
  
  1. Date resolved: 08/18/2022
  2. Who resolved: Walgreens Third party retro
  3. How resolved: Created ticket for retro request to issue refund in 3-4 weeks
  4. Customer satisfaction: called ****** went to VM left message to call ********** for status update of their claim and refund is to be processed in the next couple of weeks
  5. Compensation given: n/a
  
  Best regards
  
  ***************************** C. Orgesvik
  Process Associate
  Walgreens
  3rd Party Retro Billing
  **************************************************

  Customer Answer

  Date: 08/20/2022

   
  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:08/15/2022

  Type:Product 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.

  They refuse to do my refunds because they just dont want to. They always tell me to go to the walgreen I bought my product from and honestly I am not going all the way back to ******* ******** to return something at a Walgreens when they have one on every corner thats ridiculous. I could see if I return things all the time but this is only the 2nd time I went into this store thinking I was running in to exchange or return an item within my ********************************************************* both times and just said you have to return it to the original store purchased. As a person familiar with retail thats ********. I am a valuable customer I return to ********************** maybe once or twice a year if that. Also, I buy from them literally every other day. I love this store but the workers are obvious making these fake rules up because I googled Walgreens return policy and it never stated that O had to travel all the way across country to make a return as a loyal customer especially and thats why I am reporting them.

  

  Business Response

  Date: 08/24/2022

  Hello,

   

  Can you please contact the customer for the ********************** location?

   

   

• Initial Complaint

  Date:08/15/2022

  Type:Product 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 have shopped at Walgreens for years and I am a very loyal customer. I am very familiar with the reward system and the process for making purchases that earn a register reward. Over the past couple of years, I have had several instances where a register reward has not printed when I have purchased the required promotion terms. And over the years, I have received several register rewards from ********* because I made the correct purchase and was awarded for making that purchase. Now, the issue comes in that I cannot redeem the register reward at Walgreens. They are being rejected although there is absolutely no reason for them not to be accepted. Just recently, I had to file a ******** ******* ticket FIVE times that my reward was not printed. That is FIVE times I had to take a picture of my receipt, FIVE times I had to confirm the deal, FIVE times I had to fill out a form. I received those FIVE rewards for $5 each ($25 total), and I CANNOT use them in the store. They are being rejected at the register. They advertise a deal that promises a reward, and then when the reward is not given, I as the consumer must contact a 3rd party to receive the advertised promotion, and then when they honor it, the Walgreens store does not. Per the ******** website, they are not responsible for the redemption process and that Walgreens is responsible for ensuring that the reward can be used. Walgreens customer service keeps telling the customers that it is a ******** ****** ******** keeps saying it is a Walgreens issue. It is not fair to me as a consumer to be caught in the pointing fingers issue that the two companies have going on. This should have been FIXED long before now. There is obviously a disconnect going on between the two of them, and you two companies should figure it out instead of punishing the consumer.

  

  Business Response

  Date: 08/23/2022

  Thank you for contacting our company regarding this complaint. Our Consumer ******************** has sent this case to **************, District Manager. The following information was provided as resolution details.  
  
  Customer was contacted multiple time via phone, voicemail messages left and no return call. ************************ made attempts at getting in contact with customer.Team at location referenced on proper process for service recovery during these transactions to be sure that we are providing correct level of service. Have not been able to speak with customer, and pllan on providing $25 in ************************ cash to compensate for Register Rewards that are not scanning once able to speak with customer 
   
  
  ******************** 
  Corporate Consumer Relations 
  200 *************** 
  *********, ** 60015 
  Fax: ************