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

2,370 total complaints in the last 3 years.
687 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:08/13/2022
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.
I am 64 yrs old and have been seeking pain therapy for 20 yrs due to lung cancer and surgery complications. I have been on pain meds for just as long. Last month July I asked my Dr to begin to taper me off as I feel they are doing more harm than good at this stage. A few months ago I had to switch from CVS To Walgreens and since I have been shorted meds, they found fentanyl in my system and now the pharmacists will not fill a 2nd script from my Dr to reduce my milligrams. This is the 2nd month they refuse to fill it even though on 8/11/22 my Dr spoke directly to them and advised his plan. I called to find out the problem and was told by *************************** he was the mgr and he was a Dr and knew better, He would not listen to me or the Dr and would only fill 1 script. If I didnt like it he would cancel and I could get mail order meds and hung up on me. This happened on 8/12 and my Dr will not be available until Tuesday 8/15. So I had to take the shorted script or be without any pain meds until then. Again my pills are 1 day short, it was for 90 but I got 87. Last month I was shorted 8 pills. I did not want to go in and deal with with man to have someone count them and he knew he had me with no choice but to shut up and take them. I have severe migraines and take meds that are thousands very month but they only give me a hard time about the Percocet. I am treated like a drug addict and per social media here in Lakeland I am not the only one they are playing god with that they want to control our well being over our Drs without knowing our medical history. This is a accident waiting to happen! I will be contacting my insurance to find another in network RX but thats not going to help me this month now that he refuses to fill my 2nd script from the Dr because he doesnt agree with reducing the mg. This makes no sense.
Business Response
Date: 08/16/2022
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.

1. Date resolved: 8/16/22
2. Who resolved: ***** M, DM and RXM ******** at ****
3. How resolved: Patient had transferred her meds to **** so ******** will follow up with the MD and find a resolution that will help the patient with her medication, while still meeting GFD guidelines.
4. Customer satisfaction: She is happy with the upcoming MD/RXM call to find a resolution.
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: 08/22/2022

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:08/12/2022
Type:Sales and Advertising 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 several occasions I've placed an order for in-store pick up for Walgreens brand saline solution. The price online is cheaper than in store ($7.99) versus $11.99 and it is buy one get one (BOGO) half off. Each time I place the order, by the next day it is canceled with the reason being "item is out of stock", requiring me to come into the store for purchase. I've gone in & each time there's a minimum 8 on the shelf (verified by 5 different employees on separate occasions). I know businesses are understaffed & that price matching between in-store vs online isn't common, but please hire more staff & have them do their due diligence looking for a product before marking an item "out of stock". Alternatively, at least allow them to do courtesy price adjustments when us customers show email proof of our canceled order due to it being supposedly out of stock, though the product is on the shelf. We're all human & make mistakes, but when this stuff keeps happening, it seems intentional. The only reason I can think this keeps happening is to force customers come in & buy items at the higher price. Today 8/12/22 the same thing happened. I ordered 2 for in store pick up; my order was cancelled due to it being out of ********* walk in & there's 7 on the shelf. I politely asked the employee at the front if he could price adjust it & explained the situation (showed the ****** **** said no. I don't blame him because I'm sure it's store policy not to price adjust willy-nilly, but 1) he was rude & 2) the mistake is on the store's end. A gift card for the difference $4-5/store credit would be nice. That amount is small, but it is the principle of the thing + I'm doing order for pickup to save time. Learning the order is cancelled late in the day/next day, having to come in, find + grab the product, & check out is what I'm trying to avoid. And on top of that rudeness isn't necessary. I'm sure he was frustrated because he gets asked often, but it was still unnecessary.
Business Response
Date: 08/14/2022
Good Afternoon,

In order to proceed we will need the street address or store number where the customer is having issues with their same day pick up orders.

***************************
Initial Complaint
Date:08/12/2022
Type:Customer Service 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 has a myWalgreens program and offers rewards dollars which are shown in the customer's account. This program and the rewards are pushed through frequent emails, etc. Even though my account shows rewards dollars, when I order online I have been unable to access them. There is more than $30 in my account that I am unable to access. This has been going on for at least 2 months. When I call the customer service number given on the payment page I am told that they know there is a problem. They have advised me to clear cookies and cache and use a different browser. I have accessed my account using multiple devices. None of it worked. **************** tried to place my order but couldn't get the rewards dollars to work either. Last week I called a different number, one that specialized in the rewards program, ************. I explained the problem. The woman I talked to said she would send a ticket up and have it fixed. Ten minutes later I was able to access my rewards dollars on the payment page. Today I tried to order again. Again I was unable to access my rewards dollars on the payment page (the dollars show on my account home page). I called ************ again. I explained the problem and how it was fixed last week. Today the woman I spoke with said they did not send tickets up to have problems fixed, there was no way to do that. When I insisted that that had been done last week, she claimed it was impossible for them to do it. She said the woman I talked to last week could not have done that and it was "just a coincidence" that my account worked ten minutes later. She said the company knows there is a problem with customers having access to their rewards dollars online, that it was "hit or miss". I have tried to order almost every week in the last two months. Multiple attempts each time. The only time I have been able to access my rewards dollars was last week ten minutes after there was a ticket sent up. It seems to me that Walgreens is running a scam.
Business Response
Date: 08/17/2022
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.

1. Date resolved: 8/17/2022
2. Who resolved: ************
3. How resolved: ******** was educated on items that are ineligible in the myWalgreens program for redemption. In this case, stamps.
4. Customer satisfaction: Yes
5. Compensation given: $20.00 myWalgreens cash.

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

Thank you,

***************************
Executive Response Specialist
**********************************************************************
Fax: ************
Customer Answer
Date: 08/23/2022

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:08/11/2022
Type:Delivery 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 placed an online order on August 9, 2022 for a total of $33.48. I ordered Delsym and chicken noodle soup. The order was supposed to be delivered. The delivery was initially delayed. Once it was not delivered, I called the store. They said that I needed to contact Door Dash. I did. Door Dash stated that they could not help me because the order was placed directly through the Walgreens app and that none of their drivers ever picked the order up. Walgreens said that the driver said that they returned the order because I was not home. My entire family was home. Not only was I upset because there was COVID in my household and I needed the medicine; I did not have the money to repurchase elsewhere. On August 11th I was refunded $20.60 to my card which is $12.88 less than I was charged. I paid $12.88 for a delivery that did not happen and we went two days without medication. When I call the store, they keep me on hold. They are not helpful and pick up the phone and place me on hold until I tire and hang up. This canNOT be how Walgreens is conducting business during a public health crisis. I refuse to believe this. I am extremely disappointed as I am a loyal Walgreens consumer.
Business Response
Date: 08/15/2022
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.

1. Date resolved: 8/14/2022
2. Who resolved: Mario
3. How resolved: Part of order was refunded as of 8/9. I refunded the remainder of the order today and added $5 in Walgreens cash. Customer notified via email
4. Customer satisfaction: Unknown
5. Compensation given: Remainder of order balance and $5.00 myWalgreens cash

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

Thank you,

***************************
Executive Response Specialist
**********************************************************************
Fax: ************
Customer Answer
Date: 08/15/2022

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:08/11/2022
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.
On July 29, 2022, i went to fill my prescriptions at the wallgreens pharmacy located at **********************************************************************************. There was a fill in pharmacist that day who treated me like a drug criminal for my dosage of adderall and out of state doctor (Im from ******** and do video conferences when Im in *******). She was rude and wouldnt speak to me directly, I had to shout across the room to try to defend myself. She then proceeded to flag me as a drug criminal (for a prescription Ive been on for 22 years), refused to fill my prescription which I need in order to function and properly care for my child, and then had me banned from wallgreens. I had filled this medication every month for two years at that pharmacy. I understand there are problems with controlled substances in the **************** but I am not a drug criminal, and if I exhibited distress about not getting my prescription it was only because I needed my prescription. I have used wallgreens for 10 years now and Im not certain I can fill my prescriptions at any wallgreens at all now. I dont think pharmacists should be on a witch **** punishing regular wallgreens customers with history of mental illness like myself. I take 5 medications as prescribed and I fill all my medications every 28 days which Im allowed because you never know when youre going to need the extra pills. This pharmacist should be let go for her abusive demeanor and I should be allowed to go to my regular wallgreens.
Business Response
Date: 08/17/2022
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.

1. Date resolved: 8/15/2022
2. Who resolved: **********, DM
3. How resolved: This is a GFD issue that is being worked on between the *** and the patients doctor. The doctor pulled the prescription.
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: 08/19/2022

Complaint: 17705018

I am rejecting this response because: This has nothing to do with my doctors which by the way Im seeing a new one Monday. Not to mention this pharmacist that resolved the problem was in actuality extremely rude to me, yelled at me at the top of her lungs, continued to treat me like a criminal, my primary care doctor had to prescribe my adderall for 10 days until I see a new psychiatrist (she caused my last one to quit on me out of fear shed get flagged) and she canceled the prescription because this pharmacist interrogated her and I had to fill it elsewhere as I am still banished from Wallgreens as my wallgreens account has been blocked and the pharmacist refused to fix it. She treats people on certain prescriptions as criminals, makes every excuse not to fill your prescription and reads into stupid things bringing them up so as to treat you like a drug criminal. For example the date I complained I was supposed to drive to ************** to visit my mother in law which I had to cancel thanks to this pharmacist and she read my saying I was traveling as a red flag. This pharmacist is so high strung Im suspicious of her own drug use. ********* would be crazy not to let her go, shes driving away loyal customers and acting out at them.
additionally, it was cruel notes of this pharmacist that when my regular pharmacist read them the Monday after she called me and banished me from the pharmacy with no explanation. I have not received any apology, and I continue to be banned without cause.
Never have I been treated so inappropriately by any medical professional. She is self centered not client centered and keeps telling clients to go elsewhere.
I would like to fill my prescriptions at this pharmacy and if she continues to create problems I will continue to make BBB complaints against wallgreens every step of the way until she is replaced by someone less erratic.

Sincerely,

*************************
Business Response
Date: 09/06/2022
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.

1. Date resolved: 9/6/22
2. Who resolved: ****************
3. How resolved: Situation is resolved when I called and she is not blocked, and never was. Apologized and she can bring a new prescription from her new doctor in and GFD will be followed and filled if Pharmacist agrees.
4. Customer satisfaction: She told me everything is fine and she would close the bb case if she knew how
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:08/11/2022
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.
on july the the 10th i went to the walgreens located at ******************************************************* and purchased 2 100 dollar apple cards. on july the 11th i called apple and both cards had be redeemed and they were still in my possecion and i was calling to verify that they were good well they were not.i called apple and they told me once they sell the cards to walgreens they are no longer responsible for the cards. i then called corporate office of walgreens and talked ****** and explained what had happened she told me to send the proof of purchase front and back and send the info to EPCG@walgreens .com aand i did what i was asked to do. well it has been 30 days and i have not heard a word back from walgreens the refernce number that i was given to put on the subject line was ******** and no answer i would like to know why i have not been contacted. i am sending all the information that you need to help me out with this situation. please i need your help in this matter i have the pictures you need but am having a hard time sending them to you so if you need them i have them wish i was not having such a problem sending you the pictures that you need to see what i am talking about
Business Response
Date: 08/14/2022
Thank you for contacting our company in regards to this complaint. Our Consumer ******************** has sent this case to the Gift Card team for handling. The following information was provided as the resolution details.

1. Date resolved: 7/14/2022
2. Who resolved: Chandra ******* How resolved: The I-Tunes $100 cards were successfully activated on 7/10/22 at location *****. If the customer would like to further investigate the status of their cards, they should contact Apple I-Tunes customer support.Gift cards cannot be used until successfully activated. Walgreens policy is no refunds or exchanges on gift cards.
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: 08/14/2022

Complaint: 17703695

I am rejecting this response because:

Sincerely,

************************* apple says walgreens is responsible for the cards cause they sold walgreens the card and i did not activate the cards i did not know they were redeemed until i called apple on the 11th and now walgreens says apple is responsible for the cards i want the complaint to stay on file

Business Response
Date: 08/15/2022
Thank you for contacting our company in regards to this complaint. Our Consumer ******************** has sent this case to the Gift Card Team for handling. The following information was provided as the resolution details.

Gift cards cannot be used until successfully activated. The I-Tunes $100 cards were successfully activated on 7/10/22 at location *****. If the customer would like to further investigate the status of their cards, they should contact Apple I-Tunes customer support.. ********************** policy is no refunds or exchanges on gift cards.

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

Thank you,

***************************
Executive Response Specialist
**********************************************************************
Fax: ************
Customer Answer
Date: 08/16/2022

Complaint: 17703695

I am rejecting this response because:on july 10th i went and bought 2 ****** apple cards from walgreens at 8pm and the following day on the 11th i called apple and ******* a supervisor how much i had on the cards and i gave her the numbers from the cards and she told me that the cards have been redeemed she then told me to call walgreens corporate office cause once apple sells the cards to walgreens it it walgreens responsibility from that point on so i call walgreens and talked to ****** and told her what had happened she said here is your reference number to file a complaint with walgreend # ******** and now i am getting walgreens telling me to get ahold of apple i am being given the run around and what is really sad is i never got to use the cards cause they were already redeemed and it was not me so i feel i bought 2 ****** gift cards that were already redeemd and now no one wants to except responsibilty for the 2 cards is this right i feel that i was sold bogus cards and that'S not right. so now i have to file a BBB complaint against apple in california and lord knows what is going to happen cause apple says it is walgreens problem cause i bought the cards from walgreens and now wlagreens says it is apple who is suppose to help me why am i getting the runaround. so i hope i can get some kind of answer and i reject walgreens proposal
Sincerely,

*************************
Initial Complaint
Date:08/10/2022
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.
This incident is an ongoing problem between myself and the Walgreens pharmacy location on *******************************************. Beginning on August 4th 2022, I attempted to get my medication filled after meeting with my provider. There were 3 different medications that were all sent over under my middle name, ******. I was not told this detail by my provider (or the pharmacy staff). When I went to fill my medications on the Walgreens App, I was told to contact store management due to them not receiving them on my file. They instructed me to re-request them from my provider, who insisted they sent them in on that date and to the correct location (he has confirmed this). After visiting the location in person, the pharmacy staff told me that they had no record of my prescriptions and could only issue an emergency 3-day supply of my SSRI (one of 3 medications i use daily). This was IN DIRECT CONTRADICTION TO WHAT MY PROVIDER CONFIRMED HE SENT IT. I was forced to schedule another meeting with my provider this past Tuesday (Aug 9th) out-of pocket (150 dollars) in order to resend my prescriptions to the Walgreens location. This morning I attempted to contact the pharmacy to confirm my medication order. Upon providing my name and information to look up my account, they told me that there was nothing on file. The staff was extremely rude and unprofessional and attempted to blame both my insurance and provider. After filing a national Walgreens complaint, I received a call from the store explaining that they had my private info stored in 3 separate accounts (staff had done this).
Business Response
Date: 08/17/2022
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.

I just spoke with **************. The issue has been resolved. The patient had two profiles one under his first name and one under his middle name which caused some confusion with the pharmacy team. The pharmacy team has since corrected and merged his profiles. I will be coaching the pharmacy team around this process on my next visit to ensure we prevent future occurrences.

********************
Corporate Consumer Relations
200 ***************
*********, ** 60015
Fax: ************
Initial Complaint
Date:08/10/2022
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 had an issue with a pharmacist named ****** at Walgreen's ********************************************************************** who asked me why I was taking certain prescriptions which my doctors both my primary and neurologist recommended being told by the pharmacist if she ever see's these two prescriptions sent to her pharmacy again she is going to call my primary care doctor which I addressed with the store's employee being told the store's manager would contact me about this matter and was never contacted, please. I have recently had another issue oddly with a pharmacist at this location named ***** where several months ago when calling to see if my prescription was ready was told by *****, 'Dude, you just called here the other day about its expiration', as I stated I am aware but my insurance covers the medication today I stated to ***** and would like to make sure it was processed by my auto-pay which she did not reply to and hung up the phone having to call back and speak with an employee in the pharmacy who said politely my prescription would be processed and ready in about an hour, please. I addressed the fact that I was hung up on and called dude by a pharmacist in a complaint to the toll free customer service department being told the store's manager would contact me within two business days about the matter which was a few months ago never hearing from anyone, please. I called the pharmacy again this past Saturday as the other pharmacist ****** asked of me to do to see if my prescription would be covered by my insurance on that date and was asked when ***** immediately answered the phone, 'what drugs I need, **********************'. I politely stated to ***** I don't think it's a drug as I'm calling about my pharmaceutical fish oil with ***** saying, 'dude, I am very busy right now and cannot help you', and when asking her why ***** said, 'dude, you filed a complaint against me with my manager', and hung up the phone. I think it's very inappropriate behavior and language by pharmacist.
Business Response
Date: 08/17/2022
Thank you for contacting our company regarding this complaint. Our Consumer ******************** has sent this case to *******************, Store Manager. The following information was provided as resolution details.

ROD with ***** and ****** concerning poor customer
service. According to him the situation with ****** occurred 14-15
months ago and the issue with ***** occurred 6 months ago. Coached Kelly
on professionalism in the workplace. Coached ****** on not assuming the
worst with control medications and how to handle those situations and
possible drug diversion professionally without accusations. He
apologized for the amount of times he called the pharmacy, often every
day, to ask us to check expiration dates on the medications for his
prescriptions. He was satisfied with just our conversation.
He's a known customer and we have conversations almost every time he is
in the store.

********************
Corporate Consumer Relations
200 ***************
*********, ** 60015
Fax: ************
Customer Answer
Date: 08/17/2022

Complaint: 17697431

I am rejecting this response because: Please, allow me to begin by clarifying my concerns which were not addressed in the business response as the matter with ****** did happen some time ago which was addressed in a verbal complaint to the company being told someone would contact me within two days which did not happen as I no longer returned to the store shortly afterwards for about a year until recently having only been filling prescriptions regularly at this location since roughly April of this year having never called the store since June or July of last year. I explained to the man who contacted by phone yesterday my concerns about his pharmacist ***** continually calling me 'dude' and for being unprofessional in several other instances which the business failed to address or mention in their reply having never in my life called the store or any other every day which may have been two, three times a week at most appearing to be told this inappropriately as well from either one of their pharmacists who also told me being ***** the last time I spoke with her again calling me 'dude' several times about a week and a half ago that I filed a complaint against her calling her stupid which is the reason she and her staff are targeting me which I explained to her as quickly as I could before she hung up on me that in no way would I call a pharmacist, doctor, nurse, attorney, etc., 'stupid', as she stated her manager told her I said which I told her I did not only explaining to him how ******************* is to me for reasons I am unaware other than calling a few times a week which when calling and they should attest to am always very apologetic for having to call their pharmacy which has appeared to have been mostly accepted by their staff as I am not sure the reason(s) for not addressing the issues concerning ***** as they are they reason for this complaint and felt it best to do business at this location, further. Thank you.

Sincerely,

*****************************
Business Response
Date: 08/21/2022
Thank you for contacting our company regarding this complaint. Our Consumer ******************** has sent this case to **********,Store Manager. The following information was provided as resolution details.

ROD with ***** and ****** concerning poor customer service. According to him the situation with ****** occurred ***** months ago and the issue with ***** occurred 6 months ago. Coached ***** on professionalism in the workplace. Coached ****** on not assuming the worst with control medications and how to handle those situations and possible drug diversion professionally without accusations. He apologized for the amount of times he called the pharmacy, often every day, to ask us to check expiration dates on the medications for his prescriptions. He was offered digital solutions to review his medical information. He was satisfied with just our conversation. He's a known customer and we have conversations almost every time he is in the store.

********************
Corporate Consumer Relations
200 ***************
*********, ** 60015
Fax: ************
Customer Answer
Date: 08/23/2022

Complaint: 17697431

I am rejecting this response because: I would like to begin by saying how unprofessional of a response this is not expecting such a reply from a Walgreen's representative who appears to be not only unhappy with my response previously but also appears to be offended by the things which occured at one of their locations at no fault of my own and find it quite unbecoming of a corporate representative to provide such a response, please. I would like to address the first thing that never happened having never been advised by the store's representative when speaking with him how to make purchases online as it was never discussed and is the first I am hearing of this in addition to pharmacist ******* issue(s) with herself and others which occured roughly two weeks ago and before as I stated previously where she referred to me as 'dude' on several occasions when speaking with her over a sixth month period which I stated to ***** and the representative who called me it is not only extremely unprofessional of a pharmacist but on a personal level makes her sound very cheap and would not continue to see a health professional in the future who used that type of language nor should a person be employed in a health facility type setting use that kind of language when speaking with a patient. I would ask as I should have done so previously in my response to have the call pulled and listened to if possible validating I was never told by the store's manager when speaking with him to make purchases online as there would be no reason to in addition to him confirming by no means where there calls placed by me every day to their store as I simply have no time for this type of behavior. Please, conduct yourselves appropriately. Thank you.

Sincerely,

*****************************
Initial Complaint
Date:08/09/2022
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 Walgreens to take a COVID test on 08/08/2022 at 1pm (on time). I was supposed to get my results back in 2hrs via email. Never got the results. I called the Walgreens 3 times & no answer. I gave it to the following day & still no response via email. Called 3 times & the last time I spoke with someone, she had me on hold for 35 min. Kept picking up & putting me on hold saying nothing. The operator then answered & after trying to explain & being talked over; immediately I got furious for no one said anything to me the whole time & then he put me back on hold. There I am waiting another 10min waiting results so that I dont spread the virus. This Walgreens located at ****************************************************************** should be shut down for they dont care who gets the virus & who they give it to. A HIPAA violation, that Im sure has happened more than once. I will report this Walgreens location to state officials as well. Please DO NOT go to this location to get tested for ANYTHING for they will not disclose results, as mentioned on website, which can spread the virus even the more.
Business Response
Date: 08/12/2022
1. Date resolved: 8/11/2022
2. Who resolved: ****************
3. How resolved: All the customer wanted was an apology for the poor customer service provide and doesn't want it to happen to anyone else. I apology explain we are in the customer service business and I will address ASAP with the team. We talked through the importance of everyone protecting themselves against the virus. She stated the cashier were not wearing gloves when help customer at the counter. I explain we wear gloves when doing covid testing, but in normal interactions the team members are not required to wear gloves.
4. Customer satisfaction: Customer was satisfied and stated she was shocked that Walgreens called her back.
5. Compensation given: None given
Customer Answer
Date: 08/12/2022

Complaint: 17692900

I am rejecting this response because:During the time I wrote this complaint prior to receiving a call back from the company, I officially caught COVID during the process. I would like a refund to my insurance of the $129. Because of the time it took for them to originally respond with my results. I assumed my results because I didnt hear from them to end up catching it from my family. I am requesting a refund to my insurance or continuing consulting with my attorney. I was made aware I could take legal action.

Sincerely,

***********************
Business Response
Date: 08/19/2022
Called again today for the customer at ****** and she didn't answer the phone. I will try again tomorrow. We will be issuing the refund once we speak with the patient.

Regards,

****************
District Manager of Pharmacy and Retail Operations

Walgreen Co. | District 416 - **********
7398 ****************. *********, ** 63042
Mobile ************
Initial Complaint
Date:08/09/2022
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.
Attn Walgreens Executives:*******************, Senior Vice ********** ******** and Healthcare ***********************, Senior Vice ********** ********** *************************, President * ***** Executive Subject: Poor customer service; ********************** Manager refused to assist me, and a difference in treatment in customer service at *************** ** location On August 8, 2022 around 9:08 am I went inside a Walgreens located at **************************************************************************** at Masonic Rd.I wanted to purchase a comb the TangleTeezer The Original, but the package looked open. It was also the only 1 left l, it was pink. So, I wanted to speak with a manager. I saw a female manager (Her name is ******). I kept saying excuse me * hello. She kept ignoring me. I tried to get her attention several times and she refused to stop and assist me.So, I went to the front counter. There was a female clerk by the name of *****. I wanted to speak with the Regional Director. There was a customer in front of me. He said he didn't have any money. So the female clerk, *****, around 9:15 am said that's okay, that she would pay for it. She used the store credit or her card to purchase his items. I said you never did that for me when I was short of money or didn't have any money. So, I asked the store director.https://drive.google.com/file/d/15WZTodpOZYDQh59sIB6gkCPqik0RQMt7/view?usp=drivesdk A female associate came out, but she said she wasn't the store director. So, ***** called for her again.This time she came out. I informed of that incident in addition to her ignoring me when I was asking for help. So, ****** claimed she would investigate this, but she didn't.I just want this to be investigated and addressed.
Business Response
Date: 08/30/2022
1. How was the customer contacted (via phone, email, or letter)?
- Customer was contacted via phone by DM.

2. Was customer satisfied?
- Customer appreciative I called her.
- Overall she was not happy

3. Compensation provided (gift card number and value)?
- No compensation provided.

4. Action taken to prevent re-occurrence.
- Spoke to the customer about her concerns.
- Advised her that we were handling her concerns internally and apologized for her experience.

Regarding the primary concern regarding of discrimination.
- CSA ***** paid for a customer's purchase, this customer was just before ************
- I discussed this with ************ regarding the practice of paying for customers is not encouraged by our company but ***** simply did a random act of kindness to help the person.
- I did not discuss the fact that ***** knew the person and just wanted to help.
- Customer was mad that ***** didn't pay for her purchase as well, thus she felt discriminated against
- ************ did not agree that ***** should have paid for the customer.

*Info not shared with *************
- The customer that ***** helped was a retired firefighter, regular customer, who purchases the newspaper and donuts most days.
- This customer didn't have his wallet as he forgot it at home.
- ***** offered to help so he didn't have to go home and come back in bad weather.
**

Regarding the concern with the *** *************
- Discussed with the customer that ****** claims she did not here her.
- ****** was recorded per the customer to be apologetic and admitting she didn't here her.
- Store Manager, ********************* also spoke to ******
- I apologized to the customer for her thinking ****** ignored her.

***********************
District Manager, Pharmacy and Retail Operations

Walgreen Co. | ****************************** | ********* | **********, ** | 48076
Tel: ************

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