• Report: #993247

Complaint Review: Walgreen's Pharmacy

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  • Submitted: Tue, January 08, 2013
  • Updated: Tue, January 08, 2013

  • Reported By: Stand up for meDS for MH — Tupelo Mississippi U.S.A.
Walgreen's Pharmacy
817 W. Main St. Tupelo, Mississippi United States of America

Walgreen's Pharmacy WAlgreens Pharmcacy- Inept, no customer service-- DANGEROUS! Tupelo, Mississippi

*REBUTTAL Individual responds: Done that

*Consumer Comment: Go somewhere else then.

*REBUTTAL Individual responds: Don't lock your knees, you'll pass out.

*Consumer Comment: I stand by what I said.

*REBUTTAL Individual responds: No you did not stutter, but I must have

*Consumer Comment: I stand by what I said.

*REBUTTAL Individual responds: Let my child die?????????

*Consumer Comment: It's your fault and your doctor's fault; no one else.

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Here we go - first off it is NOT a good morning. Lets back up to December 27, 2012. Y'all remember, my birthday, the day I called Walgreens and requested a refill of Ryan's ensure. Knowing it was the holidays,,,

I was patient and called them back December 31, 2012, and was told that they were JUST THEN ORDERING IT but it would be there January 2, 2013 for sure.

So I sent my kids to pick it up January 2, 2013 - but they were told his PA (prior authorization) had expired and that the insurance wouldn't pay for it. So I get on the phone. Call Jackson. Get a run around. Call doctor. Who says the paperwork has been done multiple times. Meanwhile the day ticks away. So we get to Friday - there is still no resolution to this problem, so after taking Tommy to Ole Miss to get on the bus for the Compass Bowl I drive from Oxford to Tupelo to deal with these people in person.

They inform me that its between the doctor and the insurance, but if I can get that fixed we will have no problem with his ensure. Ok. I go to the doctors office and sit there for a couple hours, waiting for a form to get faxed from some company in California that the State of Mississippi has determined best serves the interest of their Medicaid patients, the doctor fills it out, faxes it back and gets a confirmation - I have copies of this paperwork in my possession.

I return to Walgreens, call the company in California multiple times and argue with them that this paperwork MUST be done on FRIDAY, and about 6:30 pm we finally get the PA to go through. My journey should end here, right? WRONG! We get the insurance to run through only to find that WALGREENS DOESN'T HAVE IT!!!!!! NEVER ORDERED IT!!!!! So I put a note in my phone to call them on Sunday and remind them to put this on the order for Monday, January 7th, 2013 order. The kids call to see if it is there while I am at the VA. Guess what??? NOPE!!!!

NOW; I call and speak to a supervisor, who says she will call me back after she talks to the supplier, because she has ordered it more than once. Calls me back and tells me that WHAT THEY WERE ORDERING HAS BEEN DISCONTINUED BY THE MANUFACTURER, BUT THAT THE PRODUCT IT HAS BEEN REPLACED WITH WILL BE AT WALGREENS BY 8:30 THIS MORNING. Well, friends and neighbors, I just called Walgreens. At 8:40 no less. Gave them an extra 10 minutes. And guess what??? YOU GOT IT - STILL NO ENSURE!!!!!! HEY MORONS MY SON DEPENDS ON ENSURE TO KEEP HIM ALIVE!!!!!!!
 HE IS MANAGING( at a RISK to him) ON OVER THE COUNTER ENSURE BUT THE PRESCRIPTION STUFF IS WHAT HE GETS FOR A D*MN REASON!!!

YOU ARE IN HEALTHCARE - GET YOUR D*MN CELL PHONES OUT OF YOUR HANDS AND EARN THAT CUSHY PAYCHECK YOU GET FOR TRYING YOUR D*MNeDEST NOT TO HELP PEOPLE!!!!

This report was posted on Ripoff Report on 01/08/2013 09:18 AM and is a permanent record located here: http://www.ripoffreport.com/r/Walgreens-Pharmacy/Tupelo-Mississippi-38801/Walgreens-Pharmacy-WAlgreens-Pharmcacy-Inept-no-customer-service-DANGEROUS-Tupelo-993247. 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:
0Author 4Consumer 4Employee/Owner
Updates & Rebuttals

#1 REBUTTAL Individual responds

Done that

AUTHOR: MargieHudson81 - ()

I am a genius, thanks. Did that. Only reason I was at Walgreens was they took over for the other pharmacy. As far as your leeches comment, they are very beneficial from a medicinal standpoint but I doubt they fix your problem.
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#2 Consumer Comment

Go somewhere else then.

AUTHOR: The Insensitive Lobster - ()

So, genius, why don't you go to another pharmacy? I mean, if it's such a constant nightmare at Walgreens, it seems to me that the obvious answer would be to use one of the million other places. (or do other drug stores not take the "leeches of society" type of insurance?)
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#3 REBUTTAL Individual responds

Don't lock your knees, you'll pass out.

AUTHOR: MargieHudson81 - ()

Since you are standing by what you responded, I just wanted to advise you against locking your knees, because if you will read the whole post you will see that before I went to Walgreens there were no less than 8 phone calls made in a two week period. 

No sugarcoating necessary, and I'm so sorry that obviously Walgreens has your loyalty. I hope they never let you down like they did me.
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#4 Consumer Comment

I stand by what I said.

AUTHOR: The Insensitive Lobster - ()

Sorry, it's still your fault. You can sugarcoat it any way you like and try to play the victim, but a simple phone call to Walgreens a few days before you went there would've prevented this whole mess.
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#5 REBUTTAL Individual responds

No you did not stutter, but I must have

AUTHOR: MargieHudson81 - ()

Okay, first off, who is assuming here? You have no clue what a day is like for me. You have no clue what life is like for me. You seem to be suffering from mass misconceptions. Allow me to clean your rose colored glasses.

Read the original post. I contacted Walgreens for a refill of an existing prescription. I have been getting this prescription for almost 20 years. I had gotten the prescription from Walgreens in the past. I did not use the automated refill line. I spoke to a person, who brought the prescription up on the computer to place the order for the refill. Maybe I should explain that this prescription is 12 CASES of Ensure with a retail value of almost $3000! Ever other time I called to refill this prescription it went smoothly. As a matter of fact, when the order had been placed the month before, I was informed that it was the last refill and a new prescription was needed, as well as a new PA, and I obtained both (I thought) at that time and delivered them personally to the pharmacy manager for incorporation into his file. 

So when I called Walgreens back four days after the original order was placed, I was surprised that it had not been ordered but chalked it up to holiday retail (for you see, my poor judgmental soul, I have worked retail) and went on about my life with a schedule adjustment. I was told it would be ordered, and naturally assumed that is what had happened. 

Next step, I send my grown children to pick up their brother's ensure that I had been told would (a) be ordered and (b) be in the store January 2. This was the first time his PA had been mentioned. I did what I was supposed to do. I checked with the two entities who handle prior authorizations. The doctor assures me the paperwork has been done. Medicaid said the paperwork has been forwarded to a third party. By the time we got to this point it was close of business and the circus had to rest for the night. So we get to the next day. I go straight to Walgreens and find out exactly what they need and who they need it from. I forget using a phone and go straight to the doctors office. I get copies of all the faxes they have sent in the past, and sit there until todays fax is sent and confirmation of receipt is received. All forms are now in place, with copies in my possession. I get on the phone with the company in California over 2,000 miles from my location to rush up his authorization that, with everything I had already done, should have been completed two weeks before at the very latest. I get the authorization verbally on the phone. The pharmacy tech at Walgreens - who has been going through this with me all day and is as upset with this crap as I am - puts it in the computer, gets the authorization, and tries to print the label for his ensure. It is at this time, after almost 2 weeks, with only enough ensure left in my house for one day more, that it is discovered that the order was never made! There is no ensure in the store for this order. So we agree that it will be on the Sunday order to the supplier. I even call to make sure that it is on the order. I had to be at a doctor appointment for me the following day, so again I sent my kids. No ensure. At this time I get a supervisor, who informed me that it was incorrectly ordered, that what we had been ordering had been discontinued, and that the order had actually been placed multiple times just not shipped to the store. That is when I went sideways, my poor misguided person. I have worked retail. I understand how ordering works. You place an order. When your order arrives, you check what you get against what you ordered to make damn good and sure that its all there. If something from the order is missing, you call the supplier and find out why.

In addition, I had been at Walgreens for 8 hours the day we got the PA. In 8 hours no one noticed that 12 cases of ensure were not available? Trust me, its really hard to miss 12 cases.

Why am I blasting Walgreens? Because they market themselves as a pharmacy. If one person had checked after the first order that did not show up, I could have been advised of the problem. I could have fixed it then. You have no concept of the meaning of customer service - it literally means serve the customer. They blatantly failed. Just for your information, most people take medications for medical conditions, and in many cases they would not live without the benefits of those medications. Pharmacies are there to provide those medications with the proper authorizations and insurances in place. Pharmacists have to go through years of expensive schooling to understand the drugs that they deal with. But of course from your condescending heights you are aware of this.They failed. It happens. But there is a huge difference in failing to acquire a medication required to keep someone alive and failing to get the case of potato chips in for the party. If a business cannot do what it says it can it has failed. Walgreens pharmacy implied that I could trust them to provide the service for which I entrusted them. They failed. For whatever reason or reasons.

You are sickened by me? Really? Why I wonder. I pity you. Your assumption that I sit at home and watch soap operas and play on the internet all day shows that you have no clue. I am sure there are people like that. In any one day, I am mom, wife, nurse, cook, laundress, janitor, taxi driver, shopper, secretary, accountant and babysitter. You would be begging for a break after an hour. Oh, and I do not get paid for anything I do, because the only way a caretaker gets paid is if they are not family. I did get paid, however, when I defended your right to be an idiot. Let it bother your sleep that you paid my salary, as well as my husbands. Unless of course you consider yourself too good to pay the taxes that pay your country's military.
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#6 Consumer Comment

I stand by what I said.

AUTHOR: The Insensitive Lobster - ()

Oh, I'm sorry, did I stutter? Yes, you fool, it is 100% YOUR responsibility to make sure that your insurance company has a valid authorization before you make that odyssey to Walgreens. If you would've taken FIVE MINUTES out of your busy schedule of watching soap operas and playing online poker, you could've easily contacted the insurance company and/or the pharmacy to see if everything was in place. It is NOT Walgreens' responsibility to run checks on all of their customers' profiles to see if everything is up to date. Also, it doesn't seem to me like Walgreens would place an order for a medication if no customers in the store's data base were slated to buy it. In other words, if there are no current authorizations (or some other type of requests) for a drug, that means that no one needs it and Walgreens isn't just going to order it on a whim just to have it sit around and collect dust. It's called "inventory control". Try working in retail for a little while, sweetie.

Customers like you make me sick. You're screaming at some poor pharmacy tech about a bad situation that YOU created. Bear in mind, that your child is on PUBLIC assistance which means that the person you're belittling behind the counter is indirectly paying for the care your kid is getting, so try to show some respect.
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#7 REBUTTAL Individual responds

Let my child die?????????

AUTHOR: MargieHudson81 - ()

I should let my infirmed child die???? You insensitive b***ard. I am upset with Walgreens for one simple reason - they did not do their job. If I would have been notified that the PA had expired I would have handled that - I have been handling it for 29 years. The whole point of this is that it took them almost a month to handle what should have been a simple prescription refill. The only reason I deal with Walgreens at all is that the local pharmacy I have been using for my son for 28 years closed, and Walgreens took over. 

Believe me, I do not get upset over one piece of paper. You have no clue what its like to have a child be clinically dead 5 times. You have no idea what its like to go through 64 back surgeries. You have no idea what its like to go through 9 cleft palate surgeries and 6 cleft lip surgeries. You have no idea what its like to go through 20 sets of PE tubes. Mostly, you have no friggin clue what its like to get up every morning and look at your almost 29 year old son, who will never leave home, never marry, never grow up, and feel nothing but love and an exceptional sense of blessing that he has been with you for almost 29 years, and the knowledge that you will do ANYTHING you have to do to see that he has many many more days to come.

A side note - I know I was not the original poster - a friend did it for me because she was as incensed as I was at the flagrant disregard for customer care and service that Walgreens showed when they claim just the opposite.
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#8 Consumer Comment

It's your fault and your doctor's fault; no one else.

AUTHOR: The Insensitive Lobster - ()

I don't know why you're getting huffy with Walgreens. If the prior authorization expired, then your doctor should've proactively set a new one up with your insurance carrier AND made sure that it was processed. Then he/she should've sent that information to Walgreens (including the authorization's number) before this whole mess even started. No pharmacy is just going to give out drugs without all of the legal documents in place. This is 100% your doctor's fault; not the insurance company or Walgreens.

If you get this frazzled about a missing piece of paper, maybe it would be in your best interest to let your infirmed child die. Trust me, there are bigger challenges in life than this.
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