Walgreens

Initial Business Response /* (1000, 10, 2015/01/20) */
Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has sent this case to the Pharmacy Manager [redacted] for handling. The following information was provided as the resolution details....


1. The Customer was contacted by phone, by the Pharmacy Manager, [redacted] on January 15th, 2015. The Customer was informed that our records indicated the correct amount dispensed. That being said, we also informed the patient that the Prescriber would be contacted for a written prescription for the 4 tablets that are now missing. The Prescriber complied, and has a written prescription for this amount of medication, for this patient.
2. The customer was satisfied.
3. Compensation will be to waive the patient's copay for the missing 4 tablets - for notifying us of the issue.
4. All Rx Staff have been again been notified of the correct procedures, and the Pharmacy Manager also has been instructed to contact the Prescriber if additional medication is to be dispensed.

If you have any questions please do not hesitate to contact me.
Thank you,
[redacted]
Consumer Relations Specialist
[redacted]
[redacted] XXXXX
Fax: XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 12, 2015/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was rudely treated through this whole ordeal, then Walgreens made me drive clear out to my doctors office to get an RX for 4 pills that Walgreens shorted me, then take it to store where lady yelled at me that is was too soon to fill RX & threw prescription back at me then I tried to tell her it was for the pills I was shorted, then she demanded the RX back & was completely rude to me, lady needed an attitude adjustment. I am done using this Walgreens for my prescription needs.

The merchant has finally resolved the issue.

Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has sent this case to the Pharmacy Manager for handling. The following information was provided as the resolution details....

  Pharmacy Manager, Kevin spoke with the patient and reviewed the profile. He explained that the higher copay was required by his insurance. The Pharmacy Manager also offered to contact doctor to change prescription to preferred drug that would result in lower copay. Kevin also advised the patient that he can contact the pharmacist with any future questions about prescription.   If you have any questions please do not hesitate to contact me.   Thank you,   Ben *. Consumer Relations Executive Representative 200 Wilmot Road Deerfield, IL 60015 Fax: 256-389-3763

Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has sent this case to the District Manager for handling. The following information was provided as the resolution details.
On November 21, 2016 the...

District Manager, [redacted] called the customer and ensured his medication was ready and it would be given to him. He emphatically apologized for our various failures. The customer accepted the apology and assurance that we would handle the issue with the two stores he had the issue with. The District Manager issued the customer a $50.00 Walgreens gift card to proactively put this issue to rest.
If you have any questions please do not hesitate to contact me. Thank you, [redacted] C.Consumer Relations Executive Representative
[redacted] Road
Deerfield, IL 60015
Fax: [redacted]

Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has sent this case to the District office for handling. The following information was provided as the resolution details.
1. Date resolved: 2/29/162. Who resolved: [redacted]3....

How resolved: Patient will stop by pharmacy to pick up 5 tablets4. Customer satisfaction: yes5. Compensation given: noThank you,[redacted], R.Ph.Area Healthcare SupervisorIf you have any questions please do not hesitate to contact me.
Thank you,
[redacted]
Consumer Relations Executive Representative

Initial Business Response /* (1000, 8, 2015/04/20) */
Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has determined we have not received enough information for handling. The following information was provided as the resolution details.
...


The vendor has activated the Gamestop gift card. Due to our policy we do not issue refunds on gift/phone cards. If there are other cards involved, please provide the information below for the cards to be investigated and a resolution provided.

*Gift cards, pre-paid cards and phone cards cannot be returned" (This includes Non-Walgreens gift cards). Once the customer leaves the store, a Walgreens Phonecard Plus cannot be voided, exchanged, or returned.
* A receipt is REQUIRED for all gift cards that are claimed as not being activated at store level.
Type of Card:Amount of Card:Issue with card: (card not activating, card was declined, etc)
Store # Purchased at:
Date of Purchase:
Time of Purchase:
RFN #: (unless customer has lost receipt)
Card #/Van 16:
Serial #:
Pin #
UPC:
- RECEIPT: Gift cards can be purchased at a lot of retailers, not just Walgreens
- Photocopy of back of card including packaging (need #s from each)

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

Thank you,

[redacted]
Consumer Relations Specialist
[redacted]
Deerfield IL 60015
Fax: XXX-XXX-XXXX

Initial Consumer Rebuttal /* (3000, 10, 2015/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These cards were purchased in December of 2014 and given as gifts. The people don't have the cards anymore. I would understand no refund if the gift cards had been activated. But Walgreens NEVER activated the cards after taking the money for them! Activating them would still be throwing my money in the trash. Your policy states there are no refunds on gift cards except when required by law. The LAW states that if a gift card is never activated the money must be refunded to the buyer..So now you are breaking the law by not refunding my money.
information that is prefunded and for which the value is decremented upon each use, a gift card, an electronic gift card, stored-value card or certificate, a store card or a similar record or card. "Gift certificate" also includes a credit slip issued by a store to a consumer who returns goods that enables the consumer to receive other goods of similar value in
Perhaps I should contact NCLS about you selling me cards that were never activated and not allowing me to gain my funds back. The ONLY response I will accept is my money back.

Thank
you for contacting our company in regards to this complaint. Our Consumer
Relations department has sent this case to the district manager for handling. The following information was provided as the
resolution details.
Below is the following actions to taken to resolve the case with Mrs. [redacted]I spoke with Mrs. [redacted] on December 2nd about her store visit at store #[redacted] on Cleveland Ave concerning the lack of ad items. I explained to her that we can get the items and apologized for being out of that particular item. The store does not carry the Minute maid rice in their basic set. We have several stores that do carry that item. She also had an issue with the store manager she said as I was talking to her. I told Mrs. [redacted] that I would deal with the store manager. Mrs. [redacted] stated why didn't I call the store manager before I called her? I explained that I like to call the customer to see what issues they have then I go from there. As I told her this she hung up on me. The following day I called Mrs. [redacted] to get the issues resolved. I told her that I can have the items and have them ready for her at store [redacted] and she asked why she can't get them at store [redacted]. I explained they didn't carry the item so I was having another store take care of it that was close to her home. I also offered her a $25 gift card because I appreciate her business. She picked up the gift card at store #[redacted] on December 3rd and her Rice and water that we don't carry but requested (Not in our ad) is ready for her at store [redacted]. I explained to Mrs. [redacted] that not all items are in every store that is in our ad but that they do get an authorized distribution of that item to support the ad. At this point we have met her concerns and gave her compensation. I replied to this in the last complaint.
If
you have any questions please do not hesitate to contact me. Thank
you,

Very rude pharmacy manager didn't help with my situation. She was more interest in playing games with her technicians.

Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has sent this case to the Store for handling. The following information was provided as the resolution details. I was able to contact the customer today. The customer had come in to...

pick up 6 prescriptions. However, only 4 of them were covered by her Commercial Part D insurance. We have explained the tier system within [redacted] and have provided the customer her prochamber free of charge. Additionally, we have offered to speak with her doctor to assist with billing her prescriptions through [redacted]. If you have any questions please do not hesitate to contact me. Thank you, [redacted]Consumer Relations Executive Representative[redacted]Fax: 256-389-3763

Initial Business Response /* (1000, 8, 2014/08/05) */
Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has emailed Mr. [redacted] requesting more information for handling. The following information was provided as the resolution details....


This email was sent and we have not received a response from the customer.
July 28, 2014
Dear [redacted] ,
Thank you for contacting Walgreens Consumer Relations department. Unfortunately we did not receive enough information from your email to respond appropriately.
Please reply to this email and provide the Tracphone card #, and the name of the card that you are needing, and we would be happy to follow up. Thank you for your continued business.
Be Well,
[redacted]
Consumer Response Representative
Ref #XXXXXXX
If you have any questions please do not hesitate to contact me.
Thank you,
[redacted]
Consumer Relations Specialist
[redacted]
[redacted] XXXXX
Fax: XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 10, 2014/08/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
no longer a customer
Final Business Response /* (4000, 12, 2014/08/18) */
Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has emailed Mr. [redacted] requesting more information for handling. The following information was provided as the resolution details.
This email was sent and we have not received a response from the customer. We apologize for the inconvenience but, in order to assist we will need the information that's being requested below.
July 28, 2014
Dear [redacted] ,
Thank you for contacting Walgreens Consumer Relations department. Unfortunately we did not receive enough information from your email to respond appropriately.
Please reply to this email and provide the Tracphone card #, and the name of the card that you are needing, and we would be happy to follow up. Thank you for your continued business.
Be Well,
[redacted]
Consumer Response Representative
Ref #XXXXXXX
If you have any questions please do not hesitate to contact me.
Thank you,
[redacted]
Consumer Relations Specialist
[redacted]
[redacted] XXXXX
Fax: XXX-XXX-XXXX

Initial Business Response /* (1000, 10, 2015/07/23) */
District Manager spoke with the customer. The District Manager will follow up with the store manager & pharmacy staff on the gap in service & will continue to follow up.
Initial Consumer Rebuttal /* (3000, 12, 2015/07/23)...

*/
(The consumer indicated he/she DID NOT accept the response from the business.)
While I appreciate the verbal response from [redacted]'s management that they will address the substance of the complaint, it remains to be seen if there will be an improvement. The dysfunction and failures in this pharmacy are substantial. I am a week and a half beyond being told by the pharmacy that they would call me when my prescription is ready. To date no phone call. This is but one of the many failures in this pharmacy's services causing ongoing frustration with obtaining medications.
Final Business Response /* (4000, 14, 2015/07/29) */
Contact Name and Title: [redacted] store mng
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@store.walgreens.com
I spoke with the customer on July 29th at 3 pm. I apologized for her inconvenience. I offered her a $50 Walgreens gift card. I assured her I was working on replacing a pharmacist who quit. I explained that this was causing some scheduling issues and again apologized for the inconvenience. I told her going forward if she felt she was having any problems to please ask for myself or any member of management and ** would go to the pharmacy to assist her.
Final Consumer Response /* (4200, 16, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, the fact that this pharmacy was abruptly without a pharmacist is information that should have been shared with customers immediately, without that information customers, including this customer, were struggling to obtain medication in a timely efficient manner and running up against failures to provide normal services, without any explanation as to why ** were experiencing so many difficulties and failures. The sudden departure of a pharmacist leaves a question as to why. I recall a male pharmacist who was unpleasant and clearly unhappy. Nevertheless, an offer to pay me for the failures of this pharmacy is not a resolution, and promises to find a replacement pharmacist remain an issue. The pharmacy is unable to provide appropriate services when they have a significant staffing deficit. Promises that this pharmacy will get "better" in the future is a weak response. I, like other customers have numerous medications that ** rely upon to be dispensed knowledgably and efficiently at this pharmacy and until the pharmacy functions properly and reliably, accepting money in response to my complaint does nothing to bring this pharmacy up to appropriate standards as I would expect from Walgreens. Management of this pharmacy remains in question.

One of the worst pharmacies I have ever used in my life. They have declined rapidly the past few years we've used them and now the place isn't worth the time.

Not a single one of the pharmacy techs or pharmacists has ever indicated that they give a single thought to helping customers or doing their jobs well. The best you can hope to get is the one girl who is at least polite, while the rest are surly and entirely unhelpful.

They must also be chronically understaffed because they are seemingly unable to handle more than one customer every 10 minutes. Large lines will back up if more than 2 people need assistance and it's typical to have just one person servicing all of these customers, often jumping between counter and drive-thru or not doing either and just typing crap into a computer for 10 minutes while customers stand around staring at them.

We have filled numerous scripts that were not ready when we were told they would be, sometimes waiting 2-3 days to refill. They will also encounter occasional issues with filling a script and simply ignore it, never contacting the patient to inform them of this, just letting us wait around wondering.

The level of incompetence at this pharmacy is incredible and seems to only get worse as time goes on.

Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has sent this case to the District Office for handling. The following information was provided as the resolution details....


[redacted], District Manager, contacted the customer and is going to be reimbursing the customer the amount not covered by insurance.
If you have any questions please do not hesitate to contact me.
Thank you,
Ben **
Consumer Relations Executive Representative [redacted]
Deerfield, IL 60015
F[redacted]

Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has sent this case to Mr. [redacted] the District Manager for handling. The following information was provided as the resolution details. Mr.[redacted] contacted the customer on 1-29-16. The...

customer came back to the store for a $30 refund on 1-30-16. The customer was happy with the outcome and has Mr. [redacted] phone number and email if needed for future problems. If you have any questions please do not hesitate to contact me.  Thank you,  Felicia *. Consumer Relations Executive Representative  200 Wilmot RoadDeerfield, IL 60015Fax: 256-389-3763

Initial Business Response /* (1000, 7, 2014/03/04) */
Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has sent this case to the District Manager for handling. The following information was provided as the resolution details.
The...

Customer was contacted via email and was offered substitution of product free of charge.The District Manager has addressed issue with Store Manager on the importance of customer service.The Customer was satisfied.
If you have any questions please do not hesitate to contact me.
Thank you,
[redacted]
Consumer Relations Specialist
[redacted]
Deerfield I* XXXXX
Fax: XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 9, 2014/03/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

email sent to customer with regards to this complaint:Hello [redacted],Thank you very much for reaching out to Vision Direct through the Revdex.com complaint board. I am reaching out to you although you requested no further emails from us, in order to reply to your complaint through the Revdex.com. I do apologize for...

the inconvenience the promotional email we sent you caused and I wish there was something that we could have done to honor that email. Since the manufacturer's put the Unilateral Pricing Policy (UPP) into place our inability to apply promotions that are received via email has been severely hampered and has caused quite a bit of confusion and irritation with our customers. The unfortunate side effect of this policy is that we have had to add even more information in the disclaimer's in our emails advising of the UPP lowest price information. This section has a very bad tendency of being overlooked when we see that we are eligible for a discount on something that can be very expensive. I wish we could remove the customer's that are ultimately deemed ineligible for promotions when they try to place an order but the problem with even trying to exclude people from receiving emails based on their last order is that we do not know if the customer will still be ordering those same lenses. So we disclaim the UPP item in the email message and continue to email all persons who fall under the general requirements for the promotion. The email looks at the customer ID and the product needing to be refilled. Then we insert the image, the name with link to it and pull in the current retail ifnormation. The only way to currently ‘fix’ this issue so that people who don't qualify for the promotions and stay compliant with the manufacturer requirements would be to stop sending out promotional/refill reminders. That unfortunately is not something that would sit well with our customers either. At this point in time [redacted] we do not have a viable resolution to this issue that you went through and all we can do is apologize for the fact that we could not provide you with the discount you received in your email. I will be placing a $20 instore coupon on your account as an apology from me to you. The coupon will stay on your account with no expiry date.Once again [redacted] I sincerely apologize for the inconvenience. If you have any other questions or concerns please contact us at [redacted] further assistance. Have a wonderful day and thank you for choosing Vision Direct. Sincerely,[redacted]Team LeadVision Direct[redacted]http://www.visiondirect.com

Initial Business Response /* (1000, 5, 2015/05/13) */
Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has sent this case to the District manager [redacted] for handling. The following information was provided as the resolution details....


1. Customer was called
2. Yes customer was very satisfied with outcome
3. Yes refund was issued to customer
4. Customer had purchased prescription and then returned for refund. Prescriptions are not available for refund.

Thanks
DM East Valley
If you have any questions please do not hesitate to contact me.
Thank you,
[redacted]
Consumer Relations Specialist
[redacted]
[redacted] XXXXX
Fax: XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2015/07/20) */
Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has sent this case to the District Manager
Pharmacy and Retail Operations Ronda Lowe for handling. The following information was...

provided as the resolution details.
1. Was the customer contacted? If so, in what form? (i.e. email, phone or letter)
Yes, called the patient.

2. Was the customer satisfied?

Yes.
3. Was compensation provided? (if gift card, the gift card number and amount)

$25 gift card [redacted]
4. What actions were taken to prevent reoccurrence?

The actions of the pharmacy staff are not acceptable. The staff member who first encountered the patient about a missing faxed script should have proactively offered to have the pharmacist call the doctor's office to retrieve the missing script.

** also proactively call patients when their RX item is OOS; however, in this case - the patient was registered as a new patient in our system (he had not filled any scripts at any Walgreens in the past 15 months) and ** did not have access to his phone number nor email. ** also will find the nearest Walgreens that has the item in stock and offer to transfer the prescription to that Walgreens.

I ** will review with all staff to ALWAYS OFFER SOLUTIONS (ECC!) to patients who have a pharmacy issue. Script not received = call the doctor for the script. OOS = inform the patient and offer to find the nearest Walgreens that has the product in stock today.
If you have any questions please do not hesitate to contact me.
Thank you,
[redacted]
Consumer Relations Specialist
[redacted]
Fax: XXX-XXX-XXXX

Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has sent this case to the District Manager for handling. The following information was provided as the resolution details. Customer was called and customer will be going to the store on...

Saturday 07/23/2016 to pick up the refund in the amount of 87.09.If you have any questions please do not hesitate to contact me.Thank you,[redacted] M.Consumer Relations Executive Representative[redacted]

I have attached a copy of our invoice from our supplier on our cost of the inducermotor that is the one for her Carrier furnace inducer # [redacted] our cost is$219.66 with our standard mark up of doing business of 1.5.  This is a standardmotor that we carry on our service trucks for it serves several Carrier models.So as you can see we are not misleading anyone when we say we can't even buythat inducer motor for the $45-$175 that is being bought off the internet, we do notbuy from the internet for our parts for it carries no warranty. Our labor rate is $75.00 per hour which we do not charge a separate line item for travel/trip charge like some companies - our time is all as one item - so we billed her a totalof 1.25 hours with travel.  Our shop is 30 minute drive one way 25.4 miles from their homein [redacted].