| rev:text
| - I reviewed each of my prescriptions online for accuracy, confirmed the quantities and flavors over the phone w/ a customer service rep, and placed my order on a Thur. I got 4 completely blank "order details" via email followed up by another with only 1 medication listed. I checked my account online and was able to access incomplete order information in a slightly different format. Frustrating, but I just hoped that double checking the prescribing screen shots my vet had sent w/ my pending orders before I called in was good enough to ensure I got what I needed and hopefully they'd include a receipt in the shipment so I could verify the charges.
On Sat evening around 4:45, right as I was trying to rush out the door for an evening with friends, I got a call from DB to let me know that one of my prescriptions would only last 2 weeks vs the advertised 180 days. The woman wanted to know if I still wanted that prescription, and she wanted to know that right now. No, I definitely didn't want to pay the $40 minimum dispensing fee every 2 weeks vs 2x a year.
SUPER. So all the previous effort of checking prices between DB and my other pharmacy, coordinating refill dates, and ensuring I only had to deal with one pharmacy to send all my prescriptions a few times a year was wasted just bc they didn't keep their data up to date. And instead of the customer making a decision when it was convenient, I was on the spot at their convenience. I won't even get into the fact that my vet was now on a 2 week vacation, so even getting that prescription elsewhere was going to be a major hassle.
About a min after I got off the phone, I realized that one of the other prescriptions was significantly higher at Diamondback, and that if I was already going to have to use another pharmacy (and pay another shipping fee), I might as well get that prescription where it was cheaper. So I called back, literally 2 minutes after I got off the phone from their first call, to cancel that prescription as well. I got a recording that they were closed, even though it was still well before 5. Not having any other options, I wrote an email explaining the situation and asking for a cancellation.
On Tues afternoon I received a phone call from one of their customer service reps that insisted I had only ordered 2 medications (not the 5 I actually ordered). I couldn't show him the 5 I ordered bc of the above issues with my email invoices and online order information. He kept suggesting that I was confused or that my vet messed up faxing over the prescription. Nice right? He even went so far as to recommend that I call my other pharmacy Bc I probably placed the order with them. After about 10 minutes, he finally said, "Oh! There were other pets. You have to tell me that." Wtf would I have to tell him that?! I never told him a single pet's name and how would I know what their operating system allows? Maybe he just figured that after he'd insulted my vet and i's intelligence he should blame me for good measure. Seriously the worst customer service ever.
So now we're on the same page. I explain (again) why I want to cancel one of the remaining prescriptions, and he explains that although the order has not shipped yet, it's been packaged and they can't remove the prescription. But, he'll send me a return label, and I'll be refunded once they get the medication back. After 15 mins of this, I just want to get off the phone so I say fine.
I receive my prescription on Wed but still no return label. Oddly, the prescriptions aren't sealed... and they're asking me to return one. Sound funny to anyone else??? Finally I get the label late Wednesday. I package the return up on Thurs and take it to work with me to drop off at the post office. Well, the post office won't accept the package Bc the scan of the label I was sent cut off half of the postage bar code.
THIS IS A F&@$ING NIGHTMARE. Can it get any worse??? Yeap! Bc I still get to talk to the customer service rep again after he responds to my email regarding the incomplete label by a phone call. No big deal though, right? Should take a couple seconds to say, "So sorry, sending another label right now!" If only. After five minutes of hearing, "that's always how it scans...I don't know why it didn't work...just a minute...hmm don't know why this scanner keeps cutting off the top...just a minute..." I finally asked if it was necessary for me to stay on the phone while he trouble shot the scanner or if it would be possible for him to just send me the label after he figured it all out. I got a new label. No salutation, no apology, not a word. I have to go waste more of my time at the post office again next week so I can get shipping confirmation. Honestly, for a $64 refund, this gigantic time suck is barely worth it, and I'm starting to wonder if that was their end goal all along.
They don't just have bad customer service, I'm pretty convinced they don't even know what that term means.
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