They get one star only because the people we deal with are nice. We know they're nice because we have to call EVERY month because they blow the order every time. EVERY TIME. Twice we've had critical medicine delivered a day later than scheduled. This is because it doesn't make it to FedEx in time, even when they've had the order processed for several days. At this point I've stopped thinking they're incompetent. I now think they're delaying the order deliberately. Mind you, it's critical medication. We're switching insurance in a month and will no longer have to deal with this company. The executives in charge should be fired by the board in front of their families and their faces put on billboards as threats to society. read more

I have had nothing but the BEST experience with Avella (now Optum) every time I have called. I take a medication that has many, serious side effects and before I started the medication I received several calls from them explaining what to expect and what to do in case I experienced any of them. They followed up the week I started the medication to check on how I tolerated it and a few weeks later they did the same. I receive reminder messages when it is time to refill since it's important no dosages are missed. And the shipment each month is always here when they said it would be. Each time I call for a refill, they again go over any side effects I may have had or any problems with the medication. They are all very courteous, caring and knowledgeable. I'm thankful to have my prescription with Avella (now Optum)....they have been fantastic to work with. Thank you ! read more

OMG... your company either had one star (everyone) or 5 stars (only 5). Most people complained about your service or your phone handling and the long lead time to get a response and sometime no response. I have had similar experience. One time I got a human to talk to me and he took all my info then told me someone will be in touch, but I didn't not hear back. I had to suffer through calling again. Several time while I was on hold for a while, I was offered a call back. I took it, but when the call back came, the line was dropped and I had to repeat everything. Come on guys, form the responses that I see, you have big problem. Get with it and fix it. I gave you two stars just to be be different. read more

Everytime I come here, it's a nightmare. Wait, wait, wait. Unorganized. Everything takes soooooo long to do. read more

Would make it zero if I could. Called for a refill 2 weeks ago since they are my insurance companies preferred compounding pharmacy. Called today for a follow up and their was no record of my refill request. Oh, and they stopped taking my insurance in August. The same month I called in my refill. Add to that a wait of over 30 minutes on hold. At least I won't have to deal with them again. read more

They are very courteous and supply me With what I need at a very fair price. I won't go anywhere else read more

I am beyond frustrated with the ignorance and apathetic approach of this company now. I have been using this pharmacy under different names since they opened. Every single time I call Im told I have no refills available when in fact my Dr Never lets my refills expire. Ever. After the usual song and dance and extensive hold times and attitude they always manage to find my prescriptions in some "dark chamber" previously unknown to the universe. Even after they find them Im told "they have not been processed, should happen in 24 hours, we will monitor this and call you back to ship". Hasnt happened even once. Every time I call it gets worse. An hour wait time to check on a med? Liars. Rude and unaccountable. Last call was the same thing with the prescriptions but then again no call no ship. The lady said she had to "check to see if they had my meds in stock" (a simple albuterol rescue inhaler, really?) and placed me on hold I was on hold for over 30 minutes then got disconnected. I spoke with my Dr at McDowell healthcare and they said they are asking ADAP to expand the ADAP Assist program to other pharmacies as even as practitioners they have been experiencing the same hold times with the same lack of respect, efficiency and clarity. I dont know who is running this show now but they need horsewhipped. I see responses to these reviews by a "Gina" expressing her concern but my question is has anyone's complaint actually made a difference? I used to get a call around refill time to remind me my meds were due, 10 minute calls tops! I would have them sometimes that very day or the next. Now I get the impression they haven't the ability to handle the workload they bought in to. Shame on you and your practices. These are vital meds for important people and the smugness and inconsiderate nature of my interactions with Avela is something Ive never experienced in my lifetime. I will be taking my business elsewhere and voicing my opinion to ADAP. GET WITH IT! Update: posted this 18 days ago and. O response. Go figure. Thanks "Gina". read more

By far the best prices I have received on medicines. They are very thorough. All medicines always arrived on time . Sometimes earlier than expected. read more

40 mInute wait times on the phone to check on a prescription is totally unacceptable. I first went to Avella when they were truly a local specialty pharmacy. I was delighted when my insurance allowed a move back to them in Jan. THEY ARE NO LONGER THE FRIENDLY, EASY TO WORK WITH PHARMACY. They are attempting to be a super store pharmacy, but have none of the infrastructure to support that. After a 3rd 40 min hold regarding the same script, a person told me that they would put the script into the workflow. They had had it for 4 days and were starting on it! (This was not an isolated incident. However, it was the worst of escalalating frustration.) I talked to the pharmacist in charge, Jen. She was understanding and helpful. However, she cannot fix the mess made by Corporate governance. Maybe the bugs will be worked out in a few years. I can't wait that long. read more

Worst online pharmacy ever - have been on hold for over 45 minutes, have been cut off twice. Getting medication is so challenging with this pharmacy - constantly transfer you from Arizona to Sacramento saying the other location has the prescription. Cannot order a refill online. Phone service is terrible. read more

This is THE WORST PHARMACY! Terrible customer service. I have gotten my prescription filled every month with them for the past three years with little to no issues. Now that they are becoming Optum their service is terrible. Last month I was on hold for over 40 minutes. I grabbed my other phone and called in and asked why I was still on hold?! As I type this I have been on hold for 54 minutes this time with no intermittent pick up from the employee explaining why I am still on hold and what is taking so long. It's 5:10 pm and I bet they just hang up on me when they close at 5:30! Time for a new pharmacy. DO NOT go here. It will be a waste of your time. read more

Been with Avella for many many years and always had great experiences; that has all changed over the last year or more. The frustrations i have experienced in that time seem to coincide with the "merger" with Optum. Seems about every two months i have some sort of issue with Avella/Optum. Walgreens, here i come! read more

This pharmacy does not even deserve a 1 star, I have had so many problem with them. My mom has lung cancer and her oncology medication is so important, yet they always deliver late delaying my mom medication schedule. There were times where she missed 2-3 days while waiting for their delivery. They said you need to call 7-10 days to prevent any delay, I do, and everytime "it's too early, we cant refill it yet. Call back tomorrow". They literally wait till the last minute when my mom is down to 2 pills to finally refill it. I would then call multiple times, desperate, to follow up and they would be like yes it will be deliver today, we cant leave anywhere because we have to stay home to sign for the medication when it deliver. So we wait and wait, calling and calling. NOTHING! it is ridiculous. No organization, no accountability read more

I have been coming to this pharmacy for over three years and I have NEVER had a problem with them. If I can't get there yet delivery service comes to my front door! I have had an issue with my insurance company for giving me so much headache and this pharmacy has done everything in there power to help me every step in the way. As far as the customer service, I could have not asked for better! They are alert to my needs and meds that I need. Everything gets filled on time and without worry. Especially the ladies at the front. Thank you so much! read more

My prescriptions were sent in by my doctor the Tuesday before Memorial Day. I was scheduled to start my IVF medications June 1st. Called the Tuesday after Memorial Day as I felt nervous I had heard nothing from the pharmacy and was told no prescriptions were sent in. My doctor immediately sent the request in again, they were faxed, emailed, and called in. I called the next morning, claimed no prescriptions I pushed the issue and was put on hold for 90 minutes. Called from a landline to explain the situation all over again and to tell them I was on hold on my cell for over 90 minutes. On this new conversation I was told yet again they have no record of my prescriptions and asked what number they called the prescriptions into, provided the phone number and was told they didn't see that number as an option for contacting Avella so they don't know who my doctor called. This was the phone number I was currently using to speak with them. Finally the employee calls my clinic directly to get the prescriptions. Told this is marked as urgent and everything should be good to go at 3pm and I will receive a follow up call. Three comes and goes no call, I call in at 3:20pm, my prescription are not processed because pre approval is needed to process my insurance and apparently this is not the pharmacies responsibility at all they have nothing to do with pre approval request. At this point the employee decides telling me they understand I am frustrated and understand what I am going through was a good idea. Really!? You are finally able to have a chance at a baby after a year of trying to have a pharmacy making it a real possibility you will have to cancel your IVF cycle because they cannot seem to receive prescriptions or understands how to get pre approval. I end up paying $3,876.15 out of pocket to get my medications filled. I was on a deadline and refused to allow this company to ruin my IVF cycle and decided I could fight for reimbursement later. Unfortunately for me I required an increase on one of my medications on a Saturday and had to request a refill. Pharmacy is closed on the weekend, but no big deal even with my medication increase I had medication until my Tuesday morning dose. Called Monday and requested a refill. Heavily stressed I would be out of medication the next morning and timing IVF medication is critical as pharmacy technicians and pharmacist should know, I reiterated I was extremely nervous to work with them on such a tight deadline as my trust of them and there ability to do their job was extremely low. I was told they overnight medications all the time and not to worry and promised I would have my medications in the AM. I got to pay out of pocket $996 for my refill as insurance approval was still pending. Tuesday morning arrives and I receive a call to tell me my medications are still at the pharmacy and they were somehow not sent out and they would try to get them to me the next day. Asked to speak to a supervisor as this mistake was unacceptable. The supervisor who was a pharmacist asked me how late I could take my medications. As a pharmacist the answer was already known that my medications cannot be administered late. Told the supervisor I already got an emergency supply for my Tuesday morning dose because of how many issues I had had and I felt they had been dishonest with me multiple times and I wouldn't risk relying on them for a medication so important. Told I would receive a follow up call when they figured out what to do. It was coordinate for my medications to arrive same day from the Sacramento pharmacy. Was told on this phone call from the Sacramento pharmacy the refill was put in for 11 vials even though I only requested 4, I got to pay yet again for the corrected refill and wait 3-5 days for them to reverse the first incorrect refill charge. In addition to the mistakes with my prescriptions, I was promised last Tuesday they were opening a ticket now that my insurance approval was in place so I could be reimbursed for my medications. I was told the process takes up to 7 days. I had heard nothing, so I followed up today 9 days after the ticket was promised to find out my ticket is pending because I didn't email needed information to the billing department. Never was I told an email was required and the information requested was information I had given to the person on the phone 9 days ago. This evening I emailed the requested information to have the email I was provided kicked back as undeliverable. read more

Avella Specialty Pharmacy - Hold time - Pharmacy Near Me - Phoenix, Arizona

I'd give them negative stars! They are the worst! The list goes on and on of ridiculous unnecessary stress! I was supposed to pay out of pocket for my medicine. I have a note on my file plus also tell every person I speak with! They put every single medicine through my insurance agency. Every time I call them for the additional medicine, again tell them not to put it through insurance, it is put through insurance! Left out multiple medicines that was supposed to be delivered next day. Re-shipped and supposed to be a Saturday delivery and they don't make it a Saturday delivery! Which is time sensitive medicine that now I don't have!! Pricing is good for out of pocket but the stress of dealing with them is not worth the price! read more

I have used Avella for the past 2 1/2 years for a compounded medication. I've never had any problems with them until recently since apparently they've changed their entire system. Now when you call it's a centralized number and you can be on hold anywhere from 20-45 minutes for a simple question. The Scottsdale location I used to use is apparently now closed to the public? Since when?? However, their website doesn't indicate this. My Dr faxed a prescription over a week ago and Avella keeps saying they never got it. They then gave me a fax number that isn't listed anywhere on their website. My Dr is now so fed up with them that he recommends not using them anymore and luckily I found another pharmacy closer to home that is essentially half the price. Avella has really gone downhill! read more

Since they closed the Scottsdale office, my Family has had a horrible time getting their prescriptions. Calls never returned, no live service. The new system is a disaster, and does not work. Even their website is way out of date. 3 years of using Avella is coming to an end! read more

I was contacted by a representative 2 weeks ago for a refill, the delivery date of 8/9/18 was set. I did not receive the refill. I contacted Avella 8/11/18, there was no record of the call or refill, the representative could not handle the problem as I called back on Saturday. I was told I would be contacted first thing Mon morning, 8/13/18. No call back. I called again 8/13/18, got to sit on hold yet again, went from position 0 in line to 2 ahead of me. I spoke to the same representative as Sat, he indicated Avella would contact my insurance and he would call me back. I have now been out of my medication since 8/10/18. I did not encounter these problems with the Columbus location. read more

I can not be more frustrated with trying to fill prescriptions with this pharmacy. Over the past two days, I've been on hold for 4 and a half hours just to talk to someone who can fill my prescription. The first day, I was on hold for an hour and a half after being transferred a couple of times and the guy that helped me said he'll call me back once he gets authorization for my medication (he didn't). The next day, I tried calling again. Was on hold for 1.5 hours before getting to speak to someone. Right when I was about to pay for my medication so it can be shipped, I was disconnected. No one bothered to call me back. This means I had to call back and wait another 1.5 hours. (The on hold message that got repeated a hundred times is "Avella is a patient-centric pharmacy." What kind of lies are you trying to hypnotize all the poor souls that must use your pharmacy?) The rep that I finally got to talk to sounded like she was 90 years old, couldn't pronounce any of the medication names and said please now give me your credit card information ... S L O W L Y. So I read my info to her at a snails pace, mind you this is after being on hold for 3 hours! Good thing she was nice, otherwise I would have lost my shits. My medication is costing 10 thousand dollars, and i'm apparently not even going to get emailed a tracking number once the medication ships. "Well you can call us back for a tracking number." And be put on hold for another hour and a half, no thanks. I'm not trying to make a call to purchase some yoga pants, this is already incredibly stressful. Why is Avella making it even more stressful for the patient? They are the microcosm of everything that is wrong w the American health care system, inefficient and expensive. Please don't use this pharmacy if you have a choice! read more

Can I make this negative stars? God forbid you are sick waiting for your medication. 1. On Wed my order was messed up and I wasn't in the system 2. was told it would be delivered on Friday 3. Friday turned to Monday 4. Monday turned to Wed! Here I am on the phone for the 25th time a WEEK LATER trying to get an answer! Everyone says they will call back and no one does. I look forward to starting my treatment and getting healthier - eventually! I cringe that I will have to refill it at some point and go through this same nightmare! This is medication you are holding up - not an sweater from L.L. Bean! A sense of urgency is needed - and there is none! read more

I have been trying to call to order my prescription for several days now and they never pick up. Unfortunately, this is how it's been the last couple of times I've tried to refill. I've even left voicemails for a call back but with no luck. I have been trying to avoid going to the building but I will make sure to change pharmacies moving forward. read more

The customer service at this pharmacy has really gone downhill. The girls working the counter are uncaring and even rude. They don't deliver on the promise of free home delivery to clients. I had to pay 8$ for a home delivery of a medication they failed to give me. Don't take the fake smiles too seriously. read more

This is my second review. I would give negative stars if that were possible. I understand that people make mistakes. The employees working at Avella Specialty Pharmacy make MANY mistakes. Or, is it possible that they're just covering up for an extremely poorly run company? I have worked hard not to lose my temper because I don't believe in "blaming the waitress for poorly cooked food". I am severely physically disabled and rely upon deliveries from many companies. Overall, this has worked very well for me. This pharmacy is an exception. Every few months there are mistakes made so that I do not receive my medication in a timely manner. This is in spite of numerous phone calls and reminders given. Sadly, this is not the only problem. Avella's friendly staff give incorrect information regularly, and promises of deliveries ( supposedly scheduled after the initial delivery fails) are not followed through with. At this juncture, my medication is five days late. Each day I am told that Fed ex will be stopping by with my medication, and each day no one shows up. I have spent over three hours on the phone in an attempt to straighten out whatever mess they have created, and I have spoken to managers and representatives, all to no avail. My clinic has called Avella repeatedly, only to be given empty promises. SOME Mistakes are to be expected. Dishonestly is not acceptable to me. All too often, this company fails to follow through with basic deliveries. The way they try to cover up their mistakes is exasperating! Over time, I find this exhausting. If I had any reasonable alternative I would definitely jump ship. This company is chaos times 10. Avoid them if you have any other alternatives! read more

Our experience with Avella has been terrible. The employees are very nice but they have screwed up everything from the quantity delivered, to the coding for insurance, to resolving overpayment. The most aggravating problem is that (apparently), there is no billing department that can be contacted.....you work with a Pharmacist/Employee???? to answer billing questions that they are unable to answer. The Pharmacy had asked us to prepay the amount that they said would be our share...which we did. After the insurance paid the contracted amount...getting our overpayment has been an exercise in futility, frustration, anger and exhaustion. I hate this company. read more

Do not rely on this pharmacy for time-sensitive medicines- or maybe in general?? They will not deliver on time leaving you scrambling for other options. They are unhelpful and unwilling to expedite shipments or make exceptions for medicines that must be taken at specific times. I've spent HOURS of my day on the phone with multiple individuals at Avella, come to find out my medicines "did not make it to fulfillment as they were too busy today." I'll now be paying almost $10k out of pocket tomorrow to receive my medicines on time and praying insurance will reimburse. Do not use this pharmacy, if you can!! read more

Repeatedly horrible customer service. They do not know their own protocols. I was hung up on and spoke with a very unhelpful associate. Ended up having to switch pharmacies. This is not the first time I tried to use them and they were terrible. read more

Kenyata is wonderful. She is the reason why this pharmacy gets five stars. She's sweet, courteous, and on the ball. This pharmacy really wants your business, and it shows. Oddly enough, one of the reasons I like this pharmacy so much is that it's not very well known: it's slow and therefore I'm almost always first in line. I just remember back when I used to go to Walgreens and had to wait behind some idiot who had NOTHING to do but gum up with gears of everyone else. Not any more. I know by posting about this gem, I'm going to make this pharmacy all the more popular, so I hope that whoever reads this and goes there does not gum up the gears on purpose just to vex me lol. :) read more

The mail order side of their business is horrible. I turned in a prescription Thursday afternoon and called Friday morning to reiterate my medication runs out Friday night and needed it refilled and delivered by close of business. No problem they said so nothing delivered Friday as promised. I called Saturday morning to see what happened and was told they don't do same day delivery but will call later that day to setup a delivery time. 1pm rolls around and no one has called so I call them. They are closed. I call first thing Monday morning and was told if no one has called to setup a delivery time by 1pm to call. No one called so I call them again. Was told they would deliver by the end of the day. I hung up and 20 minutes later I get a call from the same person I had been talking to stating they were out of my medication and hoped they would have it today (Tuesday) by 1pm and to call back. I called and was told they have the medication and after me raising holy hell they would deliver it today (same day). It is now 5pm and nothing. Keep in mind this is my 4th full day without much needed medication. *Update* I did receive my medication at 7pm. read more

I have tried but there is no consistency in good customer service. You can get a truly exceptional representative (for them the two stars) or a clueless one....or worst yet someone with a condensing tone before they even review your account...or wait for it, someone with a screaming baby in the background who wants his mommy and she is frustrated while speaking to you, the patient. God I wish there was an alternative. read more

Worst service. Phone line wait time over an hour and customer representatives have no intention to help. Time sensitive Meds delivery is always delayed. They cant use HSA/FSA cards. I stopped using them and paying out of pocket in spite of having most expensive fully covered insurance plan. With many customer complaints for long time why are there no improvements? Who should this be reported to? read more

As the other reviewers stated the mail-order side of this business is Horrible! I ordered a refill of medication that needed to be administered by needle and they failed to include said needles in package... (blank stare)....called to inform them and the customer service rep asked if it was 'ok ' to send the next day... (blank stare)...thank God I had 'A' needle for that day or I would be in trouble. I normally go through freedom pharmacy and NEVER had a issue (had a new nurse who sent prescription to Avella instead of Freedom) if you require your prescriptions sent through the mail go with Freedom pharmacy! read more

Totally screwed up sending my prescription which I need very bad and then lied about it. Then I tell them I will never use them again so they delete me as requested only to call me an hour later about my script. I about lost my mind with these people. They get a super nova. read more

This is update... this is now 4 times they have forgotten to ship my time sensitive fertility meds. Which government entity can this be reported to? read more

Absolutely terrible. If you can avoid using them, do yourself a favor and avoid like the plague, that they will give you the run around to send you medicine for. read more

My doctor had to call in the prescription twice because the first one was ignored. After the second one, I receive a voicemail from Phoenix saying they got it and to call back for payment and shipping. I call back and they have no record of anyone calling me. They also don't have any prescription on file. Nor does any local branch. It just disappeared from the time they called me. I am scared to have the doctor try this for the third time. ****Doctor sent the prescription in the third time. Got a callback and they took all my info down including a different ship to address. Will be delivered in two days with a signature. On the second day, I receive a call saying hello we received your prescription from your doctor. We can go ahead and get that filled for you. I told them I already ordered and it's supposed to be delivered today. There was no record anywhere of an order or shipment taking place. No proof and they make it sound like I made it all up because I can't remember the person's name. Well, they have my second ship address keyed in there. How did that get in there? The order didn't cost anything so nothing was charged. We will see how the second shipment goes. I took down names this time. ****I recieved the package yesterday overnight along with the other one that they had no record of. Imagine that! It even had a date on it from over a week ago. Well I'm not complaining too much. I got two boxes of medicine for the month and they didn't cost me a thing. read more

Just like other reviewers, I am having problems with deliveries. I have requested the same refill three times and three times they have not delivered as expected. I will gladly pick up my refills if I am in the area, but I do not like making a special trip for something that should be simple to do. The last person I talked to about this had no empathy fro my situation. She did not even ask me if I was out of medication. They need people that care about patients. read more

Unfortunately the monthly migraine medication I get, can only be filled by this pharmacy, otherwise I would have NO dealings with them. I've literally been filling this Rx for 6 years and every time I call for a refill it's a different answer- according to them my prescription may or may not be valid that month, it may or may not be covered by my insurance that month, the quantities that they fill may vary that month... it all depends on who you talk to. No one ones what's going on, it's a total mess. I've talked to 'managers' but yet they still (6 years in!) can't spell my name right, can't get my address right and at 1 point took 3 months to obtain a prior authorization- AFTER my doctor had approved it. They are the worst!! read more

Worst customer service ever! Anytime I call for a refill they can't get it right, it takes forever & they never follow up.

If I could give them no stars I would. The worst company. First you're on hold for over 30 minutes. And I've contacted them over 8+ times in the last 24 hours due to their mistakes. And if you leave your number for them to call you back they don't. They messed up my IVF cycle so bad by not shipping my meds. They do not contact you, they do not have any system to track or confirm shipment. The customer service is useless. Do not use them. I drove 2 hours two separate days to pay out of pocket for my fertility meds because of their mistakes. read more