I started going to this pharmacy when they were Medicine Solutions in Manahawkin. They abruptly closed without notifying customers and left a sign on the door saying all prescriptions were sent to Walgreens. I really liked the staff at Medicine Solutions. They were always so nice, non judgmental, and answered all my questions. As someone in my 20s with extensive medical history and multiple chronic illnesses, I felt safe there. I wanted to stay with the team I trusted, so I had Walgreens send my profile to Kapler's and continued with them using their delivery service.
At first, things were fine. But over time, things changed. The staff's attitude shifted. I was suddenly getting attitude just for asking basic questions. I take care of my health more than most people because I have to, and it's stressful enough without feeling like a burden for advocating for myself.
The first major issue was when my doctor prescribed 120mg of a medication, but my insurance wouldn't cover it. They covered 100mg, which I had filled. When I went to refill it, they kept telling me it wasn't covered. After several stressful back and forth calls, where I felt like I was being treated like an inconvenience, they realized they were trying to fill the old 120mg script instead of the active 100mg one associated with my refill number. I went days without my medication because of this mistake. When I asked how they mixed it up, I was told, "I don't know, maybe you should go to a different pharmacy." This was especially shocking because it came from a pharmacist I previously liked and trusted. I was the one who went without medication through no fault of my own and yet I was the one getting attitude.
I let it go, because everyone has bad days. But it kept happening.
Most recently, I tried to refill another medication that *should* have had three refills according to my doctor. When it didn't go through, my doctor sent in a new prescription, which required a new prior authorization. I got the prior auth approved and had proof of it being good until June 2026. My refill bottle only said I had one refill for some reason, but I called in the refill *nine days* before I needed it. I never received it.
My mom called for me to check the status of it (she helps because my medical care can be a lot to manage) and was first told it was out for delivery, which didn't make sense since I had ordered it over a week prior. When she called back, she was told it wasn't out for delivery and the prescription had expired. We both had called a couple times and kept getting told the pharmacist was backed up and couldn't talk. My mom ended up going there to talk in person to sort this out and she explained it was a new prescription with a valid refill, but the pharmacist, Sam, was completely nasty. She yelled at my mom, saying it was my fault for "waiting so long" to follow up. I'd done everything right and ordered the refill well in advance.
Why didn't they call me to let me know there was an issue? Why was I the one being blamed after going days without my medication again? My mom even drove to the pharmacy again to show Sam the prescription bottle with the refill and valid RX number, but Sam didn't care. She just said there was now a new prescription on file now (since I had my dr appt and they sent ANOTHER one) and it would be in the next day--but of course, when my mom went back, it still wasn't there.
To this day, no one at Kapler's has explained what happened to that refill, how they "lost" it, or why no one thought to contact me. Instead, Sam berated my mother in front of other customers. Xiomara, who has always been wonderful, actually witnessed this and was visibly uncomfortable over how my mom was treated. Despite me suffering from the consequences of their mistake, I never raised my voice or disrespected anyone, but they sure did.
That was my final straw. I submitted a transfer request to a new pharmacy, it took multiple follow up attempts from my new pharmacy to actually get my profile sent over (3 that I know about). I was loyal to this pharmacy. I stuck with them after they closed Medicine Solutions. I supported a local business over big chains like CVS or Walgreens because I liked having a relationship with a pharmacy team who knew me and cared. That's not what Kapler's is anymore. The constant mistakes, the lack of accountability, and the disrespectful treatment (especially from Sam) show me that my health and wellbeing were never a priority to them.
Xiomara is the only reason I stayed as long as I did. She's always been friendly, helpful, and kind. But no patient should have to be afraid to call their pharmacy. No one deserves to be blamed for pharmacy errors,
especially patients with complex medical needs who are simply trying to stay healthy.
If this is how they treat other customers too, it's only a matter of time before others leave as well. I'm disappointed it came to this, but patients and customers deserve better. read more
