• Report: #1166831

Complaint Review: Express Scripts

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  • Submitted: Fri, August 01, 2014
  • Updated: Fri, August 01, 2014

  • Reported By: Steve — St Petersburg Florida
Express Scripts
Nationwide USA

Express Scripts refuses return and refund of meds ordered in error by doctors office Nationwide

*REBUTTAL Owner of company: Never give them your credit card number

*Author of original report: Pharmacy law does allow refunds to consumers

*Consumer Comment: Additional info...

*Consumer Comment: Pharmacys by law, can NOT take back prescriptions...

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Express Scripts will not accept return of, nor will issue a refund for, medication that was ordered in error by my doctor's office. I understand that my doctor's office is to blame for ordering this medication in error.  However, if I were dealing with a local pharmacy, I could simply refuse the order.  Express Scripts does not give me that option.

This is another example of how the patient is left out of medical decisions that now involve employers, insurance companies and providers.  I also understand that I (as well as most patients) accept all the terms, conditions, and other strings attached to all the agreements involved.  But do we really have a choice?

Apple and Amazon recently lost class-action lawsuits regarding unauthorized purchases, in spite of the "terms of service" they thought would protect them.  I hope such events encourage Express Scripts to change their return policy.


This report was posted on Ripoff Report on 08/01/2014 11:01 PM and is a permanent record located here: http://www.ripoffreport.com/r/Express-Scripts/nationwide/Express-Scripts-refuses-return-and-refund-of-meds-ordered-in-error-by-doctors-office-Nat-1166831. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 2Consumer 1Employee/Owner
Updates & Rebuttals

#1 REBUTTAL Owner of company

Never give them your credit card number

AUTHOR: Anonymous - ()

I am a former employee and can't tell you how many times I have seen this happen. NEVER give them your credit card information. It may be an inconvenience but send them a check any time you receive medication. You can also request that you receive a phone call before any medication is shipped to you.

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#2 Author of original report

Pharmacy law does allow refunds to consumers

AUTHOR: Steve - ()


Thanks for the info, Ken.  However, it is not relevant to the issue.  The law does not prohibit Express Scripts from accepting returned medications.  It only prohibits them from returning it to stock.  Yes, Express Scripts would suffer a loss, but that would be the cost of doing business by their own rules.  Mistakes happen, so businesses should operate in a responsible manner to help everyone avoid losses, regardless of who makes the mistake.   If Express Scripts would operate like a local pharmacy and inform the customer before releasing the medication, the customer could decline the medication before delivery and the pharmacy could return it to stock.  This is how local pharmacies have done business for decades without incurring such losses.

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#3 Consumer Comment

Additional info...

AUTHOR: Ken - ()

From a site on this

In fact, FDA’s Compliance

Policy Guide on the Return of Unused Prescription Drugs to Pharmacy Stock directly states that

Return and Reuse: NABP Position Paper

NATIONAL ASSOCIATION OF BOARDS OF PHARMACY • (P) 847/391-4406 • (F) 847/391-4502 • www.nabp.net 4

“[a] pharmacist should not return drug products to his stock once they have been out of his possession” because of the inability to assure drug “strength, quality, purity or identity.”

Looks like they're following the  guidelines.

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#4 Consumer Comment

Pharmacys by law, can NOT take back prescriptions...

AUTHOR: Ken - ()

Your complaint is with your doctor.  Have you asked him about this?  Repeat the pharmacy CANNOT take back even unopened prescriptions.  It's to protect you and others from contaminated medications.  Call the FDA and complain to them.

BTW, why should they issue a refund for an error they had NO part in?  THEY did not rip you off.

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