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| - A Tale of Two Pharmacies: When you enter a Walgreen's you enter two separate places; the "Store" and the "Pharmacy"--the Walgreen's "Store" is great at this location, however the Walgreen's "Pharmacy" seems to have forgotten they are in the business of Health"Care," and our experience is they have the "Health" down but are devoid of "Care." Oscar, a staff pharmacist, demonstrates poor customer service and the technicians follow suit.
The problems we are running into can be easily fixed, but Oscar and his team don't seem to care. They told me my Rx was denied by my insurance--oops, they ran last years insurance which has changed. I explained that we have received multiple Rx's since January on our new insurance and asked why they ran the old. Oscar said he it was a systems issue and then asked "So do you want me to delete your old insurance information? Once I do it will be gone." Yes, it will be gone, along with the erroneous billing problem!
Most frustrating is they way they have treated my wife--after losing an Rx she brought in, they told her they didn't have record of it, then they said it might have been a system error and then they asked her to go back to her doctor and get a new Rx (that's a new definition of customer service--the customer does all the service). She was upset, told them this was unacceptable; she had them pull up an old Rx and asked them to initiate a refill, which they said they would do.
Oops again! They pulled up an old Rx from long ago with another doctor and they faxed him to get a new script. Can you imagine his surprise since we haven't seen him for many years. My wife went back over to the Walgreens and after thirty minutes of frustration she got them to fax the correct doctor--more customer service from my wife.
She checked the system today, three days after she went in, and it said there was nothing being processed (it will usually say that a fax has been sent), so she called and finally was connected to Oscar who hesitated, said it hadn't been done, then said it had. When my wife explained the situation Oscar said "Oh I know you, you're the one who yelled at the technician." Then went on to say "We don't have your medicine in stock anyway so it wouldn't matter if it had been called in."
Less than a minute after that call my wife received a text from Walgreens "Your Rx is not ready to be picked up." Curious, she called the automated number which told her that "A request has been sent to your doctor's office." Wow, after telling my wife it hadn't been done, no wait, it had been done--and then being rude with her on the phone, telling her they don't have the medication anyway, he finally processed the order. Too bad it is Friday, July 3rd and our physician is out for the holiday so my wife will continue to go without.
My advice is not to go somewhere else--this is where our insurance wants us to go and it's close, my advice is to hold Oscar to a higher standard of service. My wife is on the phone talking to their national customer service people and I will go over and talk with the store manager after I am done writing. Poor customer service is not okay, I don't want to go to another pharmacy--I am the customer; perhaps it's time for Oscar to go to anther pharmacy.
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