Walgreens

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.)

Initial Business Response /* (1000, 5, 2014/07/30) */
Thank you for contacting our company in regards to this complaint.
I am sorry it is our policy there are no refunds on gift cards. We apologize for any disappointment this may have caused.
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, 7, 2014/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Not a gift card. It's. an internet use card and this policy causes me to rethink. all walgreen transactions as I have been a customer for at least 33 years and I am appalled that the merchandise purchased was not marked" NOT COMPATIBLE WITH TABLETS" I only found that out afte . Purchasing an attempting to use the product. This policy might need to be reviewed and revised as the consumer is important to the continued success of the business and $50+ is no small amount of money to forfeit due to incompatibility.
Final Business Response /* (4000, 9, 2014/08/18) */
Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has provided our Policy below. The following information was provided as the resolution details.
*Gift cards, pre-paid cards and phone cards cannot be returned" (This includes Non-Walgreens gift cards/ Internet cards). Once the customer leaves the store, a Walgreens Phonecard Plus cannot be voided, exchanged, or returned.
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. District Manager, [redacted], spoke with [redacted]...

concerning this matter over the phone on November 22, 2016. The issue was Mrs. [redacted] credit card that was on file in the system was being declined for the $4.56 transaction. Mrs. [redacted] sister than proceeded to just want to pay for the transaction with cash. Store manager [redacted] rang out the photos at the same time Mrs. [redacted] called the store to figure out what was happening with her credit card. Mrs. [redacted] informed Mr. [redacted] that store manager [redacted] was acting like she wanted to fight over the phone and that her sister felt threatened over the situation. After reviewing the video tape, Mr. [redacted] felt that [redacted] was not displaying any form of hostile actions towards Mrs. [redacted] over the phone. In the video it shows her move the screen over so Mrs. [redacted] sister can see the decline message on the register. A full refund will be waiting at the front register for Mrs. [redacted] when she gets off work at 5pm.If you have any questions please do not hesitate to contact me. Thank you, [redacted]Corporate Consumer Relations[redacted] RdDeerfield, IL 60015Fax: [redacted]

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, 2015/05/26) */
Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has sent this case to the Store Manager for handling. The following information was provided as the resolution details.
The Store...

Manager apologized, exchanged the tank and gave a $25.00 gift card for an inconviences the customer experienced.
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 /* (2000, 7, 2015/05/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hello
All I wanted or needed was to exchange the tank for a working one. The manger called me to inform me that the person that told me that I could not do this was mistaken. The gift card while greatly appreciated was not needed.
Thank you
[redacted]

I ordered photos for my Mom to pick up at Store #[redacted]. I was asked to pay for this online when I ordered and when my Mom picked them up she was also asked to pay for them. She spoke with the manager who implied that she was trying to steal the photos (a $2.82 order). She was yelled at by this manager who humiliated her at the check out line. (My mom is not a pushy person -- she is 96 years old). I contacted customer service and they told me that you are not charged until check out in the physical store even though you have to enter your credit card information in order to check out online and you are given a receipt that says your credit card was indeed charged. This is a horrible way to do business and a horrible way to treat customers.

I have been doing business with Wal-greens Pharmacy at the corner of [redacted] Rd and [redacted] Ave. (4408 [redacted] Ave. [redacted] NC [redacted]) for the last past 6+ years. My son who is 11 years old has ADHD and he takes Concerta 54mg every day. Understanding that Concerta is a controlled substance I am use to having to show my ID to pick up my son's medicine for the last 7 years. Tonight, I went in Wal-greens to drop off a Prescription to pick up the next morning, nothing in hand but the prescription. The Pharmacy Technician and Pharmacy told me they would not take my prescription. The reason they would not take it is because I did not bring in an ID to drop off the prescription. I asked when this policy changed. I was told by the Store Manager and an Assistant Manager that the Pharmacist can make their own rules up. That they cannot control what the pharmacist do. They stated that other pharmacist may not require it but this particular one does. They have the right to profile any customer by requesting ID to drop off prescriptions. How can Wal-green's allow an individual pharmacist to make up and apply rules that do not exist through all of their pharmacies in particular among all of them in the SAME store? I tried to explain to the technician that I do not have my ID on me but I do not need the medicine tonight and would of course have it when I got ready to pick up the prescription as usual. The pharmacy technician said NO and rejected my drop off prescription. If you are going to do this to some customers then you have to do it to ALL else you are discriminating.

Initial Business Response /* (1000, 10, 2015/02/11) */
Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has determined that ** did not receive enough information for handling. The following information was provided as the resolution...

details.
Dear Ms. [redacted],
** apologize for the inconvenience this may have caused you. We did not receive enough information to address this issue. Please provide the store location that's in question so that we will be able to assist you. Once we receive this information we will have senior management to address these issues.
If you have any questions please do not hesitate to contact me.
Thank you,
[redacted]
Consumer Relations Specialist
[redacted] MS# [redacted]
[redacted] XXXXX
Fax: XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 12, 2015/02/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Revdex.com case #XXXXXXXX. Walgreens[redacted]. Talk to your people at corporate, no one there has a clue about secondary ins. with Save RX.
Final Business Response /* (4000, 16, 2015/02/20) */
Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has sent this case to the Pharmacy Supervisor [redacted] Storm for handling. The following information was provided as the resolution details.
A check was cut to the patient for $57.36 on 02/04/2015. The patient wanted additional prescriptions billed but the plan only has a 30 day billing window.

Thank you,
[redacted]
Assistant Manager
Work Comp, 3rd Pty Retros, Take Care ESG

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

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. Ms[redacted] made a second trip to the store where the price was...

modified and she was able to get the sale price for her purchase. Corporate re-sent the ad batch to the store to make sure that all the products were ringing up correctly in the store. If you have any questions please do not hesitate to contact me. Thank you, Stephanie **Consumer Relations Executive Representative

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 District Manager[redacted] called the customer on 1/26 and...

offered him a refund ($19.99 plus tax) for his purchase that was defective. Customer was satisfied with resolution. If you have any questions please do not hesitate to contact me.Thank you,[redacted]Executive Consumer Relations Representative[redacted]
[redacted]
[redacted]

Initial Business Response /* (1000, 5, 2014/04/07) */
Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has sent this case to the Walgreens Specialty Pharmacy [redacted] for handling. The following information was provided as the...

resolution details.
I spoke to Mr. [redacted] on April 4, 2014 and informed him his balance was being written- off and apologized for the confusion. WSP failed to load and properly bill the copay assistance. Mr. [redacted] was pleased with the outcome.
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 /* (2000, 7, 2014/04/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Walgreens reviewed the copayment billing issue.
They contacted me by phone and said it was a mistake on their part and apologized for any confusion it may have caused. They listened to my frustration of escalating the issue to a supervisor and receiving no follow-up. The reviewed the issue with the supervisor and called me back a second time on steps that were taken. The outstanding copayment balance was reset to zero. Thank you Walgreens.
And thank you Revdex.com.
This was not possible without your help.
Please pass on my thanks to those who worked on this.
You did a great job!!!

Initial Business Response /* (1000, 7, 2014/05/12) */
Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has sent this case to the Accountant, Walgreens Specialty Pharmacy [redacted] for handling. The following information was provided as...

the resolution details.
I have spoken with the wife [redacted] She has paid in full the amount (I gave her a 5% discount for the trouble she has gone through) $546.65. I have reported the amount to the collection agency and they have submitted the request to have it removed from the Husband ([redacted] credit report and they are sending out a paid in full letter to the patient as well as notification that the request has been sent to remove from their credit report.
On Walgreen's side we are considering this resolved. Affiliated is also considering this resolved and responding to the Revdex.com that it is resolved.
If you have any questions please do not hesitate to contact me.
Thank you,
[redacted]
Consumer Relations Specialist
[redacted] Lake Cook Rd. MS# L390
Deerfield IL XXXXX
Fax: XXX-XXX-XXXX

Complaint: [redacted]
I am rejecting this response because: the [redacted] statements clearly state that THEY ARE A COLLECTION AGENCY. 
By accepting our bi-monthly payments, your company agreed to a payment plan.
[redacted] urges me to contact her with any questions, but does not include a phone number and emails sent to her must be re-sent in order to get a response.
All I want is to pay walgreens the remaining $24, and not through a collection agency.
 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2014/12/31) */
Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has deciding we did not receive enough information for handling. The following information was provided as the resolution details....


Dear Mr. [redacted]
We do apologize for any inconvenience this may have caused you. We would like to assist you with this issue, but we did not receive enough information to do so. Please provide the store location in which this incident took place so that we may be able to have the correct store manager look into this and resolve.
If you have any questions please do not hesitate to contact me.
Thank you,
[redacted] H.
Consumer Relations Specialist
[redacted]
[redacted] XXXXX
[redacted] XXX-XXX-XXXX

Thank you for contacting our co*pany in regards to this co*plaint. Our Consu*er Relations depart*ent has sent this case to the E-Co**erce Depart*ent for handling. The following infor*ation was provided as the resolution details. Candace F., Issue Resolver for Walgreens.co* issued *r....

[redacted] a refund of $23.67 on Dece*ber 23, 2015. If you have any questions please do not hesitate to contact *e. Thank you, Stephanie *.Corporate Consu*er Relations200 Wil*ot RdDeerfield, IL 60015Fax: 256-389-3763

Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has sent this case to eCommerce for handling. The following information was provided as the resolution details. 
A ticket was sent to [redacted] (Subject: [[redacted]] (SI-[redacted]) Case# [redacted] - Email Opt Out)- The case was closed on 11/27. 11/25 is when the customer was opted out of email.Once opted out, it can take 10-14 business days to go into effect. If after 14 business days (12/15) the customer is still receiving emails, another opt out case can be created.If you have any questions please do not hesitate to contact me. Thank you, [redacted] N. Corporate Consumer Relations[redacted] RdDeerfield, IL 60015Fax: [redacted]

Initial Business Response /* (1000, 5, 2015/07/06) */
Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has sent this case to the Ecommerce Issue Resolver for handling. The following information was provided as the resolution details....


I called the customer and left message that we refunded the order in full because she never received it. The Return Authorization number is:ret[redacted] Refunds will be made to: MasterCard [redacted]
If you have any questions please do not hesitate to contact me.
Thank you,
Kelly H.
Consumer Relations Specialist
1419 Lake Cook Rd. MS# L390
Deerfield IL 60015
[redacted]

Initial Business Response /* (1000, 5, 2015/06/03) */
Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has sent this case to Adam [redacted] District Manager Albuquerque South for handling. The following information was provided as the...

resolution details
Store manager Oscar [redacted] called the customer on 6/2/15. He was unable to reach the customer but left a message.
Oscar will continue to call the customer until he speaks to him in person.
Oscar will apologize to the customer and compensate him with a $25 gift card for wasted time and gas.
We researched the prescription in question and the coupon was used to cover the cost of 28 pills of the drug in question.
The customers insurance was billed for 5 pills of the drug in question with a zero copay.
Oscar will update this case as new information becomes available.
If you have any questions please do not hesitate to contact me.

Thank you,

Audelia S.
Consumer Relations Specialist
1419 Lake Cook Rd. MS# L390
Deerfield IL 60015
Fax: 847-964-8531

I love shopping at Walgreens, but we don't get the ad in our Sunday paper. So we have to go to the store & shop later. So we would like to have the ad put in our Sunday paper. Thank you.