Complaints
This profile includes complaints for Walgreens's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,373 total complaints in the last 3 years.
- 689 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:07/11/2022
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.
My bank card has been charged over $1100.00 for a Rx that is $0.00 dollars. The Walgreens Express Pay App charged my bankcard first and when I went inside the store the cashier retrieved my prescription and put in a code into the computer to have the prescription price ring up for $0.00 at the register. Essentially, I have a receipt showing $0.00 dollars from inside the store to collect my prescription, but the Walgreens Express Pay App has still charged me for this same prescription in the amount of $1,126.99. The store manager says that she is unable to resolve the matter because she does not know how. I am requesting that this issue be corrected immediately.
Business Response
Date: 07/15/2022
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: 07/15/2022
2. Who resolved: *****************
3. How resolved: I was unable to speak to this patient after multiple attempts since 07/12/2022. I have left a message with this patient as well with no call back from the patient. I followed up with the store to confirm that the discount card and SDL was processed properly and that the claim was shown. This prescription was processed properly and the issue was that the bank placed an hold due to how the patient attempted to pay for the medication through the app before the discount card was placed on the drug.
4. Customer satisfaction: Unknown.I was unsuccessful at contacting or receiving a call back from the patient.
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: 07/19/2022
Better Business Bureau:I did indeed speak with ****** on the 15th and the issue has been resolved. We spoke at 10:03am on July 15th 2022. He informed me that he would make sure his personnel was trained in the proper manner as to how to handle situations like this in the future.
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:07/11/2022
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 several occasions I have attempted to fill a prescription at the Walgreens Pharmacy located at ***************************** queens. The prescriptions that I have attempted to fill are for both my self and my daughter. Although I have received confirmation by my dr and my daughters doctors that the script had been processed, Walgreens pharmacists have on several occasions canceled the script and then tell me the Dr did not process the medications. This has been an ongoing issue. As a result I am denied the medication that I need. There is zero accountability at this location. I have to act as a ping pong back and forth from the Doctor and the pharmacy. They provide little support. I work and pay for my medical, and I am appalled that in ******* I cannot access my medication due to the negligence of this pharmacy. Where is the accountability?Business Response
Date: 07/21/2022
Tell us why
Thank you for contacting our company regarding this complaint. Our Consumer ******************** has sent this case to the Rxm Manager, ******* The following information was provided as resolution details.
RXM ******* worked through initial issue with the e-script prescription missing from the system. She called the doctor to have it resent. After the doctor sent in the e-script, unfortunately it was sent to two locations causing ***** to lose access to the prescription. *******, once again had to reach out to the patient to have the doctor resend the script to the pharmacy again. The script was finally filled and the patient picked up her script on 7/9 and her daughters script was also picked up on 7/9. Customer was satisfied I was able to contact her again. She said she will follow up if she has any issues going forward.here...Initial Complaint
Date:07/11/2022
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.
Walgreens Drug Stores changed my express pay credit card without my knowledge or authorization. My wife and I use a dedicated card for prescription expenses. That helps with auditing and tax accounting. I have been trying to get Walgreens to address the issue since mid-May when I first made them aware of the problem. After numerous calls and a lot of time wasted, all I am being told is that the IT department has the answer and will get back to me. That never happened. I called again today and was given a number allegedly for IT. However, when I called the number a recorded voice asked me to enter my "store number." Since I did not have one the call was disconnected.I am concerned that my online account and data may be at risk. Walgreens is aware of the severity of this issue but refuses to address it. That is why I am reaching out.Business Response
Date: 07/27/2022
Thank you for contacting our company regarding this complaint. Our Consumer ******************** has sent this case to the Asset Protection and Compliance Team. The following information was provided as resolution details.
This case has been sent to our Asset Protection and Compliance Team to further research and investigate.
********************
Corporate Consumer Relations
200 ***************
*********, ** 60015
Fax: ************Customer Answer
Date: 07/27/2022
Complaint: 17541094
I am rejecting this response because:This is exactly the same kind of non-answer runaround I've been getting since I first brought this problem to their attention more than two months ago. My account seems to have been compromised internally by Walgreens personnel and they adamantly refuse to investigate and explain the situation. Walgreens has lied repeatedly and, based on my experience, has no credibility. I do not believe this is a good-faith response and thereby reject it.
Sincerely,
*******************Business Response
Date: 08/08/2022
Tell us why here...Thank you for contacting our company regarding this complaint. Our Consumer ******************** has sent this case to **********, Asset Protection Manager. The following information was provided as resolution details.
****************** in Compliance Investigations informed us that since October 2021, the express pay account information cannot be updated at store level. Patients need to update account information online.
********************
Corporate Consumer Relations
200 ***************
*********, ** 60015
Fax: ************Customer Answer
Date: 08/09/2022
Complaint: 17541094
I am rejecting this response because:The statement is not true. Our express pay card was changed without our knowledge or permission in May, 2022. Only my wife and I have online accounts. My wife does not use hers and does not know to change the express pay card. I have only done so once -- after it was changed without my knowledge or permission in May of this year. It is not easy; it takes several clicks and there is no way it could be done accidentally.
Furthermore, I have been told by Walgreens personnel on several occasions that pharmaceutical technicians and pharmacists have the capacity to change the express pay card. I have also been assured that the IT department can determine when, where, and how the card was changed.
The preferred express pay card -- an **************** Card -- was used to pay for a vaccine on April 25, 2022. The next purchase of a prescription drug at Walgreens was on May 7, 2022. At that time, the co-pay was charged to our debit card, not the preferred **************** Card. Somebody changed the express pay card between those two events. The change was not made by my wife or me. It could only have been made by Walgreens personnel.
I take this matter seriously because of the possibility that my account security has been compromised. I have been trying to get to the bottom of this since I discovered the problem last May. I am tired of Walgreens' bad faith, lies and negligence. If this is how they treat customer relations and customer security, then the ******************** should make sure that the public knows about it. I have a right to have my concerns addressed and my questions answered. Walgreens needs to address my concerns in good faith and stop playing games. There is too much at stake.
Sincerely,
*******************Initial Complaint
Date:07/11/2022
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 July 7, 2022 I notified the store manager that a price label was incorrect. The unit price per ounce for petshoppe premium chicken dog jerkey was 7.3 cents per ounce. The Regular price was $21.99 for 25 oz. Buy one get one 50% off. $32.99 for 2 I explained to the manager that the price is not correct as it should be $18.25 for 25 oz. at 7.3 cents per ounce.I wanted to purchase the product and get the second bag at 50% with the correct pricing. He told me he had to charge what the product scanned, regardless, which was $21.99. He said there was no way of knowing how many ounces were in the bag. I showed him that it was printed on the bag and it contained 25 oz. He repeated he could only scan the bag, and charge that amount. The sale label unit price was 5.5 cents per ounce on 2. Which would be $27.50 for two 25 oz bags.I would love your opinion on this, as I have worked retail for 25 years..POS We were visited several times by the ***** of Weights and Measurements..and yes we made mistakes and paid dearly..I tried to explain this to him..Also, that all the other bags were labeled correctly, but not the large 25 oz. Maybe you can find my flaw. By my calculations, if you don't buy 2 you are overpaying for the first bag. And I will apologize be that the case. I took a picture of the label.Thank you... I really do love this store..Everyone is very courteous and helpful..I have never met or seen this manager before. His name is ****.All I can figure is that the computer does the correct price if you buy two at 5.5 cents an ounce.Business Response
Date: 07/17/2022
Tell us
Thank you for contacting our company regarding this complaint. Our Consumer ******************** has sent this case to the Store Manager, ******* Hoodbhoy The following information was provided as resolution details.
I called the customer and spoke to her and apologized to her and thanked her. The customer was accurate in her pricing observation. I opened an RFT Ticket through service desk to have the unit price on Wic#****** changed to reflect correctly on the mylar.The customer was completely satisfied and was glad to hear from me. We had a nice conversation, even though the customer did not want it, I awarded her $10 in my Walgreens Rewards as a token of my appreciation for bringing this matter to our attention.
********************
Corporate Consumer Relations
200 ***************
*********, ** 60015
Fax: ************ why here...
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