Walgreens

Thank you for contacting our company in regards to this complaintOur Consumer Relations department has sent this case to the Store for handlingThe following information was provided as the resolution detailsKevin called the patient and took care of the insurance informationAdditionally, he made sure insurance for the whole family was on file and the patient will be receiving money back from the insurance companyWe will also be giving the customer a $gift card If you have any questions please do not hesitate to contact me Thank you, Ben EConsumer Relations Executive Representative [redacted] Fax: 256-389-

Thank you for contacting our company in regards to this complaintOur Consumer Relations department has sent this case to upper Management for handlingThe following information was provided as the resolution details The Clinic Manager reached out via telephone to Mr [redacted] at which time addressed his concern(s) and also offered a free TB Skin TestThe offer was declined as Mr [redacted] no longer needed the test If you have any questions please do not hesitate to contact me Thank you, Tonya *Consumer Relations Executive Advocate Wilmot Road Deerfield, IL Fax:847-964-

Thank you for contacting our company in regards to this complaintOur Consumer Relations department has sent this case to the store for handlingThe following information was provided as the resolution details.Our Assistant Store Manager [redacted] Kmade contact with Mr [redacted] to try and assist in getting the refund completed for him in a store in his areaAfter the first contact to make this happen the ASM has been trying to reach the customer daily with no responseMr [redacted] has been sent a letter with a $gift card for the returnIf you have any questions please do not hesitate to contact me.Thank you, [redacted] S.Executive Consumer Relations Representative [redacted]

Thank you for contacting our company in regards to this complaintUnfortunately we did not receive enough information to respond appropriately.Please provide specific details of your experience, so we may forward your concerns to the proper management for review/resolutionIf you have any questions please do not hesitate to contact me Thank you, Tonya *.Consumer Relations Executive RepresentativeWilmot RoadDeerfield, IL 60015Fax:847-964-

Thank you for contacting our company in regards to this complaintOur Consumer Relations department has sent this case to the district manager for handlingThe 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 itemsI explained to her that we can get the items and apologized for being out of that particular itemThe store does not carry the Minute maid rice in their basic setWe have several stores that do carry that itemShe also had an issue with the store manager she said as I was talking to herI told Mrs [redacted] that I would deal with the store managerMrs [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 thereAs I told her this she hung up on meThe following day I called Mrs [redacted] to get the issues resolvedI 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 ***I explained they didn't carry the item so I was having another store take care of it that was close to her homeI also offered her a $gift card because I appreciate her businessShe 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 adAt this point we have met her concerns and gave her compensationI replied to this in the last complaintIf you have any questions please do not hesitate to contact meThank you,

Thank you for contacting our company in regards to this complaintOur Consumer Relations department has sent this case to the District Manager for handlingThe following information was provided as the resolution details An email was sent to the customer requesting that the incorrect card be taken back to the store and the manager will refund the dollars and a gift card will be issued.If you have any questions please do not hesitate to contact meThank you, [redacted] Consumer Relations Executive Representative [redacted]

Thank you for contacting our company in regards to this complaintOur Consumer Relations department has sent this case to eCommerce for handlingThe following information was provided as the resolution details A ticket was sent to [redacted] (Subject: [***] (SI-***) Case# [redacted] - Email Opt Out)- The case was closed on 11/11/is when the customer was opted out of email.Once opted out, it can take 10-business days to go into effectIf after 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 meThank you, [redacted] NCorporate Consumer Relations [redacted] RdDeerfield, IL 60015Fax: [redacted]

Thank you for contacting our company in regards to this complaintOur Consumer Relations department has sent this case to the Pharmacy Manager for handlingThe following information was provided as the resolution details Pharmacy Manager, Kevin spoke with the patient and reviewed the profileHe explained that the higher copay was required by his insuranceThe Pharmacy Manager also offered to contact doctor to change prescription to preferred drug that would result in lower copayKevin 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 Wilmot Road Deerfield, IL Fax: 256-389-

Thank you for contacting our company in regards to this complaintOur Consumer Relations department has sent this case to our gift card processor and Asset Protection for handlingOn 9/20/Consumer Relations emailed the customer directly with the resolutionIf you have any questions please do not hesitate to contact meThank you, Felicia *Consumer Relations Customer Care AdvocateWilmot RoadDeerfield, IL 60015Fax: 256-389-

Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ We sincerely apologize for the inconvenience to the customerWe have been unable to contact the customer by phone and email to resolveWe have looked into the process and are working on making it work better so this would not happen in the futureIf the customer would like us to follow up on the complaint he can call Walgreens and ask to speak to the store, since most of our calls are routed to a call centerWe would like to be given the opportunity to make this right with the customerThank you

Initial Business Response / [redacted] (1000, 12, 2014/02/27) */ Thank you for contacting our company in regards to this complaintOur Consumer Relations department has sent this case to the store manager for handlingThe following information was provided as the resolution details The store manager spoke with the customer last week (2/18/14)Ms [redacted] and explained to her that her prescriptions were readyWe ran them through her insurance and that was the price that was givenShe was upset because it was more than she paid last yearThe store manager explained that she would have to contact her insurance carrier for them to explain thatShe stated that she would have to go to the hospital because she could not afford her insuranceStore manager told her that he was sorry but that was the price that adjudicated with the insurance If you have any questions please do not hesitate to contact me Thank you, [redacted] Consumer Relations Specialist [redacted] Deerfield IL XXXXX Fax: XXX-XXX-XXXX

Greetings ***, Thank you very much for choosing Vision Direct I am writing to advise you that we received your Revdex.com complaint and to take the opportunity to apologize for the inconvenience you have experiencedI have looked over your account and it appears several things have happened over the past few daysFrom what I can tell we have received your lenses but the issue now is twofoldThe first problem is that we attempted to pre-authorize your order this morning so we could process it but the credit card was deniedThe second issue is that due to the amount of time your order was on hold our system automatically cancelled the order this morning As a courtesy for all the issues I have put a $instore credit on your account to be used towards the purchase of your lensesI have also provided another credit to cover the cost of overnight shippingAll you have to do is go online and place a new orderSince you already have the rx information in our system and your eye care provider has responded to the first order there shouldn't be any hold on the orderI will keep an eye on it and if there are any issues I will reach out and let you know Once again I do apologize for the inconvenienceIf there is anything I can do please let me knowYou can reach us at 1-800-VisionDirect (1-800-847-4663)Thank you once again for choosing Vision Direct Sincerely, Management Team drugstore.com ™ the uncommon drugstore ™ Beauty.com ™ the world of beauty online ™ Vision Direct - your source for savings on contact lenses

Thank you for contacting our company in regards to this complaintOur consumer relations department cannot resolve the case without the required information from the customerWe have reached out to the customer four times requesting a copy of the front and back of the card purchased, as well as a copy of the purchase receiptThe customer has not responded If you have any questions please do not hesitate to contact me Thank You, [redacted] BConsumer Relations Executive Representative Wilmot Rd Deerfield, IL Fax [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/05/16) */ Thank you for contacting our company in regards to this complaintOur Consumer Relations department has sent this case to the Major Account Analyst [redacted] for handlingThe following information was provided as the resolution details Tracking #XXXXXXXXX I have created this appeasement record for a $checkThe original check #XXXXXXXXX was issued on 12/27/The check was never cashedWhen the customer phoned us on 1/26/the check was no longer able to be reissuedThe record (Tracking # XXXXXXXXX) was sent to unclaimed check escheatmentPlease allow to days to receive the new check Date resolved: 5/13/ Who resolved: [redacted] How resolved: see above Customer satisfaction: No reply from the customer Compensation given: $check If you have any questions please do not hesitate to contact me Thank you, [redacted] Consumer Relations Specialist [redacted] Deerfield IL XXXXX Fax: XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/05/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you Revdex.com for getting this issue resolved for me As for [redacted] 's, you have lost me as a customer after over years as my family pharmacyAfter taking over a year to allegedly send the initial check, refusing to re-issue the check and lying to me about the check being with the SCO, then lying to me about being contacted and forcing me to go thru the Revdex.com to get my rebate, an apology should be standard procedureInstead, all I get is an 'appeasement' check to shut me upClearly customer service is not your top priority

Initial Business Response / [redacted] (1000, 7, 2014/03/04) */ Thank you for contacting our company in regards to this complaintOur Consumer Relations department has sent this case to the District Manager for handlingThe 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 [redacted] XXXXX Fax: XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (2000, 9, 2014/03/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 10, 2015/07/23) */ District Manager spoke with the customerThe District Manager will follow up with the store manager & pharmacy staff on the gap in service & will continue to follow up Initial Consumer Rebuttal / [redacted] (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 improvementThe dysfunction and failures in this pharmacy are substantialI am a week and a half beyond being told by the pharmacy that they would call me when my prescription is readyTo date no phone callThis is but one of the many failures in this pharmacy's services causing ongoing frustration with obtaining medications Final Business Response / [redacted] (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 pmI apologized for her inconvenienceI offered her a $Walgreens gift cardI assured her I was working on replacing a pharmacist who quitI explained that this was causing some scheduling issues and again apologized for the inconvenienceI told her going forward if she felt she was having any problems to please ask for myself or any member of management and [redacted] would go to the pharmacy to assist her Final Consumer Response / [redacted] (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 services, without any explanation as to why [redacted] were experiencing so many difficulties and failuresThe sudden departure of a pharmacist leaves a question as to whyI recall a male pharmacist who was unpleasant and clearly unhappyNevertheless, an offer to pay me for the failures of this pharmacy is not a resolution, and promises to find a replacement pharmacist remain an issueThe pharmacy is unable to provide appropriate services when they have a significant staffing deficitPromises that this pharmacy will get "better" in the future is a weak responseI, like other customers have numerous medications that [redacted] 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 WalgreensManagement of this pharmacy remains in question

Initial Business Response / [redacted] (1000, 5, 2015/05/13) */ Thank you for contacting our company in regards to this complaintOur Consumer Relations department has sent this case to the District manager [redacted] for handlingThe following information was provided as the resolution details Customer was called Yes customer was very satisfied with outcome Yes refund was issued to customer Customer had purchased prescription and then returned for refundPrescriptions 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] XXXXX Fax: XXX-XXX-XXXX

Complaint: [redacted] I am rejecting this response because: It is unfair that I am still liable for the $when I know for a fact that I have paid my spend-down in two ways: The first, directly to the Illinois [redacted] Spend-down department and the second, by taking medical receipts (months in advance) to the [redacted] Park Local Department of Human Services Office located at: [redacted] W [redacted] Ave; Chicago, IL***-It is unfair and wrong to put me to blame and make me liable for these claims that should have been processed and taken care of by the State of Illinois Department of Human Services ( [redacted] Department)I cannot agree with the assumption that I did not meet my spend-down the whole year of because from what I can see I am being billed for Feb2015, June 2015, July 2015, and Aug2015,- that's almost the whole year of Again there is a mistake, I will reiterateI did speak to several caseworkers at the [redacted] Park Local Department of Human Services Office and I was informed that I did in fact had met my spend-down all throughout 2014, 2015, and presentlyI was also told that in their IL [redacted] system it did show/prove that my spend-down was in fact met on the dates that Walgreens is billing me forNow as a kidney transplant patient dealing with other health conditions I am always either at a doctor's office or in the hospitalAnd I indeed visited both the doctors and hospitals all throughout 2014, and And I have not received any medical bills stating that I did not meet my spend-down and therefore would have to pay the 20% that [redacted] did not payI have not received any such billsI just received the very excessive and unfair statement bill of $1,from Walgreens in July Never received a bill statement prior to that dateWho is to blame for sending me such bill after almost years? And I have yet to receive a response (a good valid one) as to why I received such an excessive bill from Walgreens after two and a half years? No one can give me a good response for thatThis is very inconsiderate, inconvenient, unfair and wrong It is totally unfair for Illinois [redacted] recipients to be liable and held accountable for claims that were not either processed or received between the State of Illinois [redacted] system and WalgreensConsequently Illinois [redacted] recipients that have complied (such as myself) by either taking medical receipts to their local IL Deptof Human Services Office ahead of time (a month in advance) and likewise have paid the spend-down directly to the (Illinois Department of [redacted] Spend-down department via mail) AND still IL [redacted] recipients are wrongfully and unfairly being held accountable/liable for medical charges -prescription claims such as this oneThis is not justifiable! When will the State of Illinois hold [redacted] Spend-down dept workers responsible/accountable for not processing and doing their job in a timely manner so that we IL [redacted] recipients won't be held liable for such charges that we cannot afford and should not have to pay for being of low-income What happened to me is a good example of the lack of effective communication between the Walgreens billing department and the the State of Illinois Department of Human Services [redacted] DepartmentAgain, there is no way that I can pay such an excessive bill that is NOT my fault and should have been paid for -taken care of by the State of Illinois [redacted] DepartmentAnd I still can't understand why did it take so long for Walgreens to contact me via mail with such billing issues? If I would have been contacted back in via mail/phone about my spend-down "not being met" I would have taken care of the issue back then Sincerely, [redacted]

Thank you for contacting our company in regards to this complaint Our Consumer Relations department has sent this case to the Store for handlingThe following information was provided as the resolution details Store manager, ***, called the customer and offered to give the photos to the customer at no chargeCustomer stated he was very satisfied with the resolution If you have any questions please do not hesitate to contact me Thank you, [redacted] EConsumer Relations Executive Representative Wilmot Road Deerfield, IL Fax: [redacted]

On 1/25/15, my son’s doctor called in a prescription to the Walgreens on Glade Road in Colleyville This prescription was for my month old son, who had never had a prescription filled there before My husband attempted to pick up the prescription on 1/25/15, but was told that the doctor had not called it in We thought there was a delay with the doctor and planned on getting the prescription the next day On 1/26/I called the Walgreens on Glade Road in Colleyville in the morning I wanted to verify that the prescription had been called in I was told that it had not I then called the doctor’s office and was told that they had sent it in electronically the day before They said that they would call the pharmacy again to find out what had happened They spoke to Stephen and were told that someone must have deleted the prescription The doctor got on the phone and spoke with someone to get the prescription filled They told the doctor that they would work on it right away and they had messed up I called the Walgreens again in the afternoon and spoke with Matt He told me once again that there was no prescription for my son But he had my son’s information – name and birthdate I was concerned about things Why they still didn’t have the prescription that the doctor had contacted them about twice and how they had my son’s personal information when they didn’t have a prescription Matt had no interest in helping me resolve either matter I was getting upset that I was unable to get the prescription that my month old son needed Matt didn’t care at all I called the doctor’s office back They called the pharmacy again and spoke with the pharmacist, Abraham He said that they were not able to fill the prescription because it had to be compounded He told the doctor that they would send it to another Walgreen’s pharmacy and would call me immediately minutes later Anang finally called He was unprepared to talk to me and didn’t even know what or who he was calling about When he finally pulled the information together he told me that they couldn’t fill the prescription and another pharmacy would do it the following day – days after the doctor had called it in! He was completely unapologetic I asked him repeatedly what had gone wrong here – why they kept losing the prescription, why no one told me they couldn’t fill it, and why they waited so long to send it to be filled He refused to answer a single one of my questions and kept repeating that it needed to be compounded I asked to speak to a manager He transferred me to a line that rang for over minutes and no one ever answered I am disgusted by this whole process Not one of your employees showed the least bit of concern or empathy My son is month old! And your staff was happy to not do anything to help him and just let him suffer Your pharmacy staff is in the business of helping people who need it Yet they showed that they don’t care about helping anyone They will behave unprofessionally and not do anything to fix a problem My doctor called around and found another pharmacy that was able to fill the prescription immediately These people stayed late to allow my husband to get there after work We will not be doing any more business with your disgusting employees We will give all our business to those wonderful people who are in health care business because they care about others You should be completely ashamed that you hire people who have no problem allowing a month old to suffer Every single person in that pharmacy should be fired