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.

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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:05/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello. My husband and I were gifted Sephora gift cards from Walgreens for Christmas and again I got one for Mothers Day. In January we both tried to use our ******* gift cards (25 dollars each) and were told the balances were zero dollars. We followed the intructions from Walgreens to concat their investigation department. I did so and on 1/12/25. Never heard back. Today I went to use my Sephora gift card from Mothers Day for $50 and I was told the balance was zero. I immediately emailed the Walgreens email back as I was so upset. I told them I was checking back on my previous inquiry and had not heard anything in 5 months. I was emailed back right away that the card was. successfully loaded at the time of purchase and that there are no refunds. I explained this happened again with my recent gifted card and they said nothing. After 5 months and another gift card I am out of there is nothing they will do at all. Me and my husband are out of $100 and the family members who purchase are gift cards are out as well. We just want to be able to use our gifts.
Business Response
Date: 05/20/2025
Thank you for contacting our company in regards to this complaint. Our ***************************** has sent this case to our 3rd party processor, InComm for handling. The following information was provided as the resolution details.

1. Date resolved: 4/07/2025
2. Who resolved: ******* *.
3. How resolved: We have confirmed that the gift card(s) provided was successfully activated at sale. If the customer would like to check the status of their gift card or is having redemption issues, they will need to contact the partner directly for further assistance. Walgreens and ****** can only confirm that the funds were successfully loaded onto the gift card(s). Gift cards cannot be redeemed prior to activation. Walgreens corporate policy is no refunds or exchanges on gift cards.

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

Thank you,

******* *.
Executive Consumer Relations Representative
******************
****************************;
Fax: ************
Customer Answer
Date: 05/21/2025

Complaint: 23347361

I am rejecting this response because:

Sincerely,

******* *******
Customer Answer
Date: 05/21/2025
Hello,
the response received was the same response I was given. Even after reaching out to the partner (*******) that told me they have nothing to do with giftcards not sold at their specific store. Walgreens took over 5 months to investigate to which I had to reach out for an answer. Only to be told they can see that the activation was successful. It was not. There are no funds on any of the three giftcards. But we have receipts showing they were paid for. There are no transactions on the card yet the card balance is zero. How is that possible. Sephora didnt understand it either so I was referred back again to Walgreens. I understand there are no returns or refunds. All I am asking is for what was purchased in the first place that was never received. Its like getting an empty box from ****** with no product in it that you ordered. This needs to be rectified.
Business Response
Date: 05/21/2025
Thank you for contacting our company in regards to this complaint. Our ***************************** has sent this case to our 3rd party processor, InComm for handling. The following information was provided as the resolution details.

1. Date resolved: 4/07/2025
2. Who resolved: ******* *.
3. How resolved: We have confirmed that the gift card(s) provided was successfully activated at sale. If the customer would like to check the status of their gift card or is having redemption issues, they will need to contact the partner directly for further assistance. Walgreens and ****** can only confirm that the funds were successfully loaded onto the gift card(s). Gift cards cannot be redeemed prior to activation. Walgreens corporate policy is no refunds or exchanges on gift cards.

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

Thank you,

******* *.
Executive Consumer Relations Representative
******************
****************************;
Fax: ************
Customer Answer
Date: 05/22/2025

Complaint: 23347361

I am rejecting this response because:

This is the same message sent previously by the first ******** service rep. ********* the same answer leads to the same outcome. Verifying the cards were activated successfully does not explain why the cards have a zero balance with no transaction history. This does not in anyway resolve or attempt to resolve the issue.
Sincerely,

******* *******
Business Response
Date: 05/23/2025
Thank you for contacting our company in regards to this complaint. Our ***************************** has sent this case to our 3rd party processor, InComm for handling. The following information was provided as the resolution details.

1. Date resolved: 4/07/2025
2. Who resolved: ******* *.
3. How resolved: We have confirmed that the gift card(s) provided was successfully activated at sale. If the customer would like to check the status of their gift card or is having redemption issues, they will need to contact the partner directly for further assistance. Walgreens and ****** can only confirm that the funds were successfully loaded onto the gift card(s). Gift cards cannot be redeemed prior to activation. Walgreens corporate policy is no refunds or exchanges on gift cards.

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

Thank you,

******* *.
Executive Consumer Relations Representative
*************************************br>***********************
Fax: ************
Customer Answer
Date: 05/27/2025

Complaint: 23347361

I am rejecting this response because:
It does not resolve the issue at all. There in fact is no resolution given. The resolution stated is that the Walgreens partner can verify the giftcards were activated and funds successfully added. This is not true at all. The cards were not loaded with funds. Now my family members are out 100 bucks and Im out my gift.

Sincerely,

******* *******
Initial Complaint
Date:05/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Friday May 16th my doctor called in a prescription for Hydrocodone (my monthly pain med refill). Walgreens is AGAIN refusing to fill it, claiming it's to early. 3 days early. Last month it was late due to them. They told me to call another store be cause they are "more lenient"They have refused to refill other controlled substances because it was "to close to closing time" when it was 30 minutes before they closed and the refill had been called in 2 days prior.This store continues to play doctor and play with people's lives not refilling needed medication.
Business Response
Date: 06/10/2025
Hello,
I do apologize for the delay.
I have reached out to leadership requesting a resolution regarding this matter.
Thanks,
******* *.
Escalation Specialist
Customer Answer
Date: 06/11/2025

Complaint: 23346409

I am rejecting this response because: I have not received a response from them.

Sincerely,

****** *******
Business Response
Date: 06/12/2025
I do apologize for the delay. Please see the following resolution below:

1. Date resolved: 6/11/2025

2. Who resolved: Store Manager ********* *******

3. How resolved: I went over her profile all the way back to January. On the ***** prescription the doctor put a do not fill date on it. So it was sent in on 5/16, do not fill till 5/19 we then filled on 5/19. I called the customer and went over her profile back through Jan. and explained maybe she was unaware of the doctors notes on her scripts.

* January sent in 1/16 filled and sold on 1/17
* February sent in 2/17 filled and sold on 2/17
* March sent in 3/19 filled and sold on 3/19
* April sent in 4/21 filled 4/21 sold 4/22
* May sent in 5/16 do not fill till 5/19 filled and sold 5/19

After this conversation she was upset about her ********** so we went over that as well. There was one day she requested a refill on 4/5 and it was filled and sold on 4/6. She requested the refill late causing there to be 34 days in-between scripts and she said she was told by **** when she came in on Saturday 4/5 30 min. before close that he didn't have time to fill it. I told her I would get with my pharmacy manager and discuss this with ****.

She said she always has problems getting her things filled and I asked if there was another medication she was having trouble with besides the 2 we talked about and she said no.

Resolution I made her aware that her doctor was specifically putting a note on her medication and we were filling it when we are legally able to.

4. Customer satisfaction: TBD

5. Compensation given: None
Initial Complaint
Date:05/17/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Walgreens located at ******************************************************************* complaint ref# ******* continued monthly issue Poly Glycol is used for daily infusions. commercial insurance as primary and ************ as secondary in April, the physicians office made direct contact with New York ************** who told them no prior authorization was required. Commercial primary insurance issues a denial, and then New York ************** pays. This has been this prescription since 2015. This Walgreens has been dispensing this very medication for many years. Every month its an issue every month it takes complaints and calls from MD office to get the pharmacist to follow through with the refill, this month in the month of May the request was made two weeks ago for refill, several complaints made through walgreens complaint portal with no communication in return. typically the walgreens pharmacist has to send it to the walgreens ******** helpdesk for resolution every month. Its an ordeal. every month you have to tell a pharmacist as a consumer how to process a medication they should know how to do because they are the pharmacist. many conversation with the pharmacy manager has been held and still the next month theres an issue. I used to have all of Jakes medications at Walgreens, but they cant process medications on a monthly basis, Unfortunately, this medication needs to be processed at a local pharmacy because it is paid for by ********.I am the mother and guardian for ****, who is a 23-year-old disabled man who requires multiple medications, injections and infusions to keep him alive and his body functioning. The Glycol is for daily infusions without this medication puts **** at risk. there appears to not be any sense of ethical responsibility to refill prescription request. **** is not a new consumer at this walgreens this is not a new issue, but this desperately needs resolution.
Business Response
Date: 05/31/2025
Thank you for contacting our company in regard to this complaint. Our ***************************** has sent this case to the District Manager for handling. The following information was provided as the resolution details.
1. Date resolved: 5/31/2025

2. Who resolved: District Manager ****** *.
3. How resolved: Upon investigation we found that unfortunately with 2 Insurances this is a coordination of benefits issue. The medication is an OTC Drug. Primary requires PA. As per history, Primary denies and NYMED covers. But now the rejection code by Primary doesn't allow us to bill the ****** We have opened a ticket with the Walgreens Tech help desk. We have also 4 times we were calling OptumRx which is the Primary and also ****** They are unable to resolve.

If the patient's MD gets a Prior authorization done through ****************** the medication will be covered. We Also contacted MD office to initiate the PA. ** our Pharmacy Manager is following up with the Doctor as well Walgreens Third Party too. In the meantime, we are able to work out a 12 days' supply to fulfill immediate needs that will buy us a little more time to work through the issue. The patient's guardian picked it up today. Our Pharmacy Manager will also work through the Ask the retail hub sending the specific Rx information to our third-party team via ask the retail hub so they can get more clarity on how to bill it going forward.

4. Customer satisfaction: For Now. Not upset with the store but frustrated with the system/process limitations.

5. Compensation given: N/A
****** *.
Executive Response Specialist
**********************************************************************************
Fax: ************
Customer Answer
Date: 06/02/2025

Complaint: 23343428

I am rejecting this response because: this issue has not been resolved, and the district manager is well aware of that because I personally responded to him on Saturday May 31, letting him know that I was the mother and guardian for **** and that **** had the same primary insurance since January 1, 2025. The primary insurance benefit is for one fill for one time a year since then walgreens has been able to process this medication for four months with the same primary insurance. ( meaning **** has exhausted his primary insurance benefit therefore it is a ******** code issue every month its the same issue and every month they need to get the correct code for ******** and then its resolved. The district manager was made aware of this on Saturday.
****** ***** responded with acknowledgment of the information, knowing that this has not been resolved, so the confusion lies within why they would send communication through the Better Business Bureau that this issue has been resolved when it has not been resolved
he was informed this is not a primary insurance issue. This is a ******** code issue and that three weeks ago this pharmacy did not open up a ******** helpdesk ticket with their own company to resolve the issue speaking with the pharmacy manager VJ also acknowledged its a ******** code issue so how does *************** that this has been resolved?

Sincerely,

**** *****
***** ***** Mother/Guardua
Business Response
Date: 06/06/2025
Thank you for contacting our company in regard to this complaint. Our ***************************** has sent this case to the District Manager for handling. The following information was provided as the resolution details.
The patient was given 12 days of the medication supply free of charge while 3rd party is resolving the billing issue. We took care of their current filling need, so the patient did not suffer. This billing process issue will take some time. Ultimately, we will always take care of the patient.
Customer Answer
Date: 06/09/2025

Complaint: 23343428

I am rejecting this response because: this is a ridiculous response. This consumer was given medication after a refill was submitted and had to wait three weeks in addition to having to submit a complaint to the Better Business Bureau in order for this pharmacy to offer this. In addition, walgreens attempted to close out this case as resolved, saying that the primary insurance needed a prior authorization when this consumers designated representative, spoke to ********, who said that this was an ongoing walgreens issue that needed resolution. The consumer did indeed suffer three weeks without the needed medication. How is it? Walgreens response that the consumer did not suffer when a severe escalation had to transpire for walgreens to pursue the needed resolution and offer a medication buffer when resolution was in process.
This was a code error, Not a primary insurance issue, A code error with walgreens. ******** was in contact with walgreens corporate office to resolve this and reported to this representative that this CODE issue with Walgreens is same as prior month. Walgreens continued to report primary insurance needed a prior auth when this was not the case not would a buffer of medication be offered is a BBB complaint was not filed. This was not FREE medication and was billed to ******** when the CODE error was resolved. There never should have been a need for a consumer to file a BBB complaint to get resolution

Sincerely,

**** *****
Initial Complaint
Date:05/17/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Walgreens: *************************************************************** After going to the doctor and urgently needing a medication, I tried to call the Kirkland WA on ******** NE Pharmacy. I was on hold for over 30 minutes and no one answered the phone. As I was hold, I decided to drive to the store. I arrived today, May 16, 2025, around 5:30 PM. I encountered a woman with a heavy Russian/Ukrainian type accent who was extremely rude. I told her Ive been trying to get through for 30m, and she raised her voice and threw her arms up and said look how busy we are we dont have time to answer the phone! There was no one in the drive-through and only 1 other person besides me. I told her that my doctor called in two prescriptions, and I urgently need them today and Id like to wait. She said that cant do that and theyre not going to be done until tomorrow. I said I need them tonight per my doctor, and she said Im not going to get them. I called another Walgreens on ********* in ********, and told them what was happening, and they said they could fill them right away. When I got there, they only had one of the prescriptions in stock, and they filled it in 10 minutes. They were amazing. Unfortunately, I had to rely on the Walgreens on ********. for my other prescription that I needed tonight. I tried calling again for an hour, and they never picked up the phone. I got an email that my prescription was ready around 7 or 8 PM. I proceeded to go get got it and when I went to take the medication, I opened the bag and inside was the incorrect medication. The paper stapled onto the bag is the correct name of the medication. In the bag was a completely different medication. That Walgreens closed at 10 PM, I called our 24 hour Walgreens thats quite a ways away, and there was nothing that they could do to get me my medicine tonight. Now, because of this stores negligence and incompetence, I dont have my medicine that my doctor insisted that I start taking. This is unacceptable as was rude associate.
Business Response
Date: 06/05/2025
Thank you for contacting our company in regard to this complaint. Our ***************************** has sent this case to the District Manager for handling. The following information was provided as the resolution details.
1. Date Resolved: 5/18, patient brought back the incorrect drug and pharmacist on duty, Hua entered STARS event and gave patient the correct medication. Hua apologized and according to her patient was satisfied and was not upset.
* STARS event details she had 2 creams ready but canceled one of the creams. We pulled the wrong cream out of the bag. We had the right leaflet sold but incorrect drug.
2. Who Resolved: Hua, pharmacist on duty when patient returned on 5/18
3. How Resolved: Pharmacist dispensed the correct drug.
4. Customer Satisfaction: Patient seemed satisfied at that time. She has not returned any phone calls or emails.
5. Compensation Provided: No
Initial Complaint
Date:05/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a picture to be enlarged with a frame. The order was canceled. This occurred at the store located at ****************************************** the order number is Order Number: **************. I received an email stating that the order was canceled. This happened at the Walgreens located at ************** in *******, ************** and it was canceled. That order number is **************. Both of these orders included a frame and I want my picture. I have ****************** and I ambulate with a motorized wheelchair. I would love to be able to drive around and pick stores that have better customer service and cleaner *********************** but I cant. Its sad but I am looking forward to artificial intelligence intelligence because computers will not be lackluster and hate their jobs and consumers will be happy
Business Response
Date: 06/02/2025
Thank you for contacting our company in regard to this complaint. Our ***************************** has sent this case to our Leadership Team for handling.

1. Date resolved: 06/02/25
2. Who resolved: District Manager, ******* *.
3. How resolved: I called both numbers, one of them is out of service, the other is going to voicemail, when I hit # not sure if voicemail is active. Also, I sent email this morning @ 7:45 am.
4. Customer satisfaction: Unknown
5. Compensation given: No
Thanks,

****** *.
Executive Response Specialist
**************************;
***********************;
Fax: ************
Initial Complaint
Date:05/15/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This complaint is in regards to the Walgreens Custodian of Records, ***************************************************************************************************************************On April 8 of 2025, I sent in a request form for the release of my pharmacy records to my person. After numerous calls to the Custodian of records office, at *************, I have yet to receive any updates on my records request. On may 12, I received a letter from Walgreens that informed me they were extended their timeline for the delivery of my records. These records are needed for my entrance into the ****************** and are paramount to my acceptance into their Officer Training Program. The fact that Walgreens keeps this office open only from 9am-2pm and the employees of such office are incredibly rude and dismissive when speaking over the phone, proves to me that Walgreens is not only incapable of maintaining and providing these records in an efficient manner, but are failing at doing so. They are violating my rights as a consumer, and causing me great stress and emotional distress in their failure to provide my medical history as requested. I would like to receive my prescription history, as requested, over a month ago, and I would like to receive it in a timely manner.
Business Response
Date: 05/22/2025
Thank you for contacting our company in regard to this complaint. Our ***************************** has sent this case to the Custodian of Records for handling. The following information was provided as the resolution details.

Summarize the resolution addressing these questions:
1. Date resolved:5/22/25
2. Who resolved:Custodian of Records **** *.
3. How resolved:Custodian of Records **** *. mailed and emailed the customer the requested information.
4. Customer satisfaction: N/A
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:05/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a birthday card and a gift card from Walgreens *************************************** IL.The cashier did not have knowledge ring up a gift card. I was told the transaction was declined. I showed the cashier the amount has been withdrawn for *****. I called my bank in front of the lady it was confirmed by a live banker yes Walgreens took it *****. I was told to go talk to the manager. The blonde lady proceeds to tell me the company does not feel safe selling me a gift card. I say excuse me? I work at a school. I have a masters degree. I was buying a birthday present. This employee is a manager? That represents Walgreens? Im shocked and disappointed and will not be going back as I will tell other teachers about my experience and scam.
Business Response
Date: 05/20/2025
Thank you for contacting our company in regard to this complaint.
Unfortunately, despite our best efforts to reach the customer, we have been unsuccessful, as we have received no response to further assist.
If you have any questions, please do not hesitate to contact me.
Thank you,

******** *.
Executive Response Specialist
Initial Complaint
Date:05/12/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 5/1/2025 I called in three prescription orders to Store #***** on ***************** in *********, **. I was told that they needed to be called in from the doctor and would not be ready before I left on a trip. Fine, I'll pick them up when I return. Fast forward to 5/12/2025. I called the pharmacy again and was informed that they did NOT call them in from the doctor after my call on 5/1. They had nearly TWO WEEKS to call them in and did not. I am now without critical medication because of this location's incompetence. I am in the process of transferring my prescriptions over to a competitor and I hope that this store does not attempt to interfere with the process out of spite.
Business Response
Date: 05/14/2025
Thank you for contacting our company in regard to this complaint. Our ***************************** has sent this case to the District Manager for handling. The following information was provided as the resolution details.

1. Date resolved: 5/14/2025
2. Who resolved: District Manager, *********** *.
3. How resolved: The District Manager spoke with the customer, addressed their concerns and apologized for the inconvenience.
4. Customer satisfaction: The District Manager ensured the customer we will respect their request.
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: 05/15/2025

Complaint: 23320128

I am rejecting this response because:
The only response received was a generic cut and paste email. I did not receive any communication directly from the store, who likely still has my phone number on record (see below.)
Additionally, while my prescriptions were transferred successfully to my new pharmacy, I have not had any confirmation that my personally identifiable information has been permanently deleted from your company's servers.
I expect a call from the location in question, and after that, confirmation that my personal data has been wiped from your servers.

Sincerely,

*** ******
Business Response
Date: 05/19/2025
Thank you for contacting our company in regard to this complaint. Our ***************************** has sent this case to the District Manager for handling. The following information was provided as the resolution details.

1. Date resolved: 5/19/2025
2. Who resolved: District Manager, *********** *.
3. How resolved: The District Manager spoke with the customer, addressed their concerns and ensured customer that their requests will be met.
4. Customer satisfaction: Yes
************** given: None

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

Thank you,

**** *.
Executive Response Specialist
*************************************************************
Fax:************
Customer Answer
Date: 05/20/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Communication was made over telephone and the agent assured me that my personal data would be removed from their computer systems so I can obtain my prescriptions elsewhere going forward.

Sincerely,

*** ******
Initial Complaint
Date:05/12/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
No wonder this company is doing so poorly when employees here are AWFUL. I have been a Walgreens customer off and on for years, but recently, in the last 2, I have purchased pretty frequently since they offer ****** and curbside pickup. Over the last...at least 6 months, purchase emails from this company have not worked right. I can no longer 'check in' from the email because the graphic has no hyperlink to click. So I have to take the additional step and call the store location for pickup. I have been calling and emailing ************************************* for MONTHS, and it goes nowhere. These employees are inconsiderate and unprofessional. They offer help and then disappear... I haven't received a reply in almost 3 weeks. I have taken HOURS out of my life to deal with employees here. I have shown how these emails do not work properly and even the wrong information in my ************************** account regarding orders. These things are out of my hands and are a company issue. Also, Walgreens DOES NOT respect customer privacy. They have changed my phone number in my account without my consent or knowledge; I made a BBB complaint about that last year, and they ignored it. I have given this company so many opportunities to improve, but they are disrespectful, which is why I go to Target for most of my items now. I have been so desperate for help here I have reached out to the local district manager in my area, but I haven't heard from him in more than a week now. The employees at store locations are good for the most part; it's the anonymous ************************** employees who are ruining this company. STOP MESSING WITH CUSTOMER PERSONAL INFORMATION WITHOUT OUR KNOWLEDGE OR CONSENT. FIX YOUR IT/WEBSITE ISSUES.
Business Response
Date: 05/23/2025
Thank you for contacting our company in regards to this complaint. Our ***************************** has sent this case to our leadership team for handling. The following information was provided as the resolution details.

Summarize the resolution addressing these questions:

1. Date resolved: 05/21/2025
2. Who resolved: ******, ******** Supervisor
3. How resolved: Emailed customer apologized about the inventory issue. Informed customer that it is a work in progess and that due to it being instore some of the items might not be available
4. Customer satisfaction: n/a
5. Compensation given: We offered the customer a gift card back in April, but the customer refused to provide any personal information to receive the gift card or even Walgreens Cash.

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

Thank you,

Dr. ******** *.
Executive Response Specialist
**************************************************************************************
Fax: ************
Customer Answer
Date: 05/24/2025
Where do I begin? First, Ill make a complaint about this BBB. You auto closed my complaint for days to where I actually had to take time away from my life to call your location (see call log attachment.) The woman I spoke with seemed overwhelmed at the BBB and told me that they couldnt reopen the complaint because it was similar to another; which was not true. Your AI is awful and closes valid complaints. But understand, filing a BBB complaint is the only way I can get Walgreens to acknowledge my calls/emails to them. During this call, I was forwarded to a supervisor who spoke over me yet when I did that to her,she reprimanded me as if I were her child. People come to the BBB for help not attitude, combativeness, or hostility from your employees. The conversation was recorded on your end, as well as mine, and I wont be spoken to like that. I actually had to hang up on her I felt so uncomfortable. This supervisor told me if I was having these problems from Walgreens to just go to another store. In my 15 years of dealing with the BBB I have NEVER heard that. Consumers come to the BBB to hold these companies accountable so there will be standards for ************ seems your own supervisor needs a refresher in the BBBs own mission statements.She did listen to me at a point and said she would submit my complaint. She did not seem to understand what I was saying and became triggered by the word professionaland thats when the conversation tanked. Her attitude ramped up and thats when I realized she was treating me like this because I was white. I have recently dealt with this same issue from ******* and their black supervisors speaking to me in an unprofessional manner. One of your roles in a supervisory position is to listen to the customer and find solutions for their concerns. Not fight with them. I dont know why we are not holding people of color to the same professional standards as other employees. Its not racism to hold employees to a universal standard of behaviors, thats called professionalism.

Onto my Walgreens complaint, I have attached a screenshot of their email after this BBB complaint was submitted. I have emailed them 3 more times since then and once again silence. I have even reached out to the district manager in my area so Walgreens can work together and none of their employees communicate with each other. These anonymous email employees are the reason this company is dissolving. For more than 6 months I have been dealing with privacy issues (Walgreens employees adding/changing my personal account information without my knowledge/consent), technical issues from emails not coming through properly, to ************************** having the wrong account information but this is just enough. This company bought over the local chain Happy Harrys and you have destroyed what that company stood for. Your customer service is I cant even find the word for it. The time I have spent trying to hold your employees accountable for their own words when that is YOUR job Walgreens. And you ********** failed your customers and your brick-and-mortar employees. The ones there day in and day out stocking your shelves, helping customers ******* just cost them all their jobs because now I am taking my thousands of dollars that I give Walgreens annually, to your competitors. And I am positive other consumers are doing the same...like some of my family already. You email employees just dont care and have ruined this company. Also, its funny this Walgreens employee ******** *.,with no contact number or direct email, has to make it known she is a doctorlike that means anything in her position here. It just means you type a lot of words and dont really add value/progression to anything. You employees have been so disrespectful not only of my time but my money. If more consumers spoke up this c*** wouldnt be allowed to happen because it never used to here. But when the BBBs own supervisor is directing a consumer to just go somewhere else instead of speaking up, that continues to create this imbalance where big companies can do whatever they want and thats just unfair. We deserve better treatment.
Initial Complaint
Date:05/11/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Walgreens is using my prescription information to send me txts asking me to enroll in Walgreens Clinical Trials. The txt I received today asked me to participate in an asthma study. 1. Thats sending a diagnosis to someone via an unsecured portal so thats a HIPAA violation but also 2. I dont actually have asthma. Someone is making an incorrect assumption based on prescribed medication which is dangerous and borders on malpractice. Why is this even happening?
Business Response
Date: 06/02/2025
Thank you for contacting our company in regard to this complaint. Our ***************************** sent this case to our leadership team for handling. The following information was provided as the resolution details.

Summarize the resolution addressing these questions:
1. Date resolved: 6.2.25
2. Who resolved: ******* *. **** of Patient Research Access Operations
3. How resolved: Ms. **** and her team will be in contact with customer to answer any questions and resolve any concerns.
4. Customer satisfaction: Pending
5. Compensation given: None

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

Thank you,

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

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