This is a complaint regarding store # 2325, 290 Broadway in Lynn, MA and pharmacy operations there. I'm a soon to be a 60-year-old disabled man who's currently taking care of a senior parent, my Mother who
has both dementia and a form of leukaemia. Both my Mother and I have our prescriptions at this Walgreens,
with me receiving my through mail order because of my previous dissatisfaction with the in-store process. Up
until now I've been unable to switch my Mother over to the mail-order option and have had to rely on in-
person pickup for her prescriptions.
From the beginning, I was explicit in please requesting that all my Mother's prescriptions have the auto-
refill option, that I was to be notified when they were ready for pick-up, and contacted with any and all
questions or concerns. I strive to be clear and avoid confusion in my communication, but there's always the
unexpected.
Back in February 2018, my Mother required a refill for the specific medication that she requires for
treatment for her dementia. At the time of pick-up, I reiterated my desire for all my Mother's prescriptions
to be auto-refilled and was assured they would be. I also followed up with a phone call asking again for
everything to be auto-refilled and was given the same assurances that my request would be honoured.
On Friday, 8/31/18 after being notified of a refill being ready to pick up, I went and got it thinking that
it was my Mother's essential dementia medication. When I got home, I saw that it, in fact, was an entirely
other prescription when I called the pharmacy they told me that the dementia was ready to be refilled and
had been ready to refill. There was no explanation why it hadn't been auto-refilled as previously requested
or even why they didn't tell me of it's it's availability when I was standing right there in front of them.
On Sunday, 9/2/18 I went to pick up this dementia medication I asked why my previous requests for
having it auto-refilled were ignored and why they couldn't have filled it on 8/31/18 when I was right there?
The pharmacy tech was very apologetic, though she had no hand in any of this, the head pharmacist on
duty never engaged with me, never even made eye contact, and simply asked the tech if the screen had
been adjusted for auto-refills in the future. I was the only customer at the pharmacy at this time and would
have welcomed the opportunity to engage with the pharmacist, but he couldn't have cared less.
On Tuesday, 9/4/18 I contacted Walgreen's customer service at 1-800-925-4733, incident # 1384662-
02325 and I was assured that I'd be contacted by the area pharmacy manager named, Peter. Since then I've
called back to Walgreens on 9/7 and /17, and to date, I've heard back from no one. On the three calls, I've
made the people I spoke with took notes and couldn't believe how bad my experience was and how it made
no sense. But, still, no follow up contact from Walgreens corporate with today's date being 9/19/18.
All in all, this is the worst pharmacy experience that I've had with some epically bad and apathetic
customer service. My Mother relies on me to take of things like her prescriptions on her behalf and if I wasn't doing this for I have no doubt that she'd be still waiting for this important drug. The worst of the worst across the board! read more
