Very poor customer service from the pharmacy. :( Unfortunately, I had to switch from CVS to Walgreens for Insurance purposes. I took 3 bottles (via the drive thru) to this Walgreens to transfer and refill. I picked them up a few days later with no problem. About a week later, I took 4 more bottles to transfer and refill. After waiting almost an hour in the drive through, I was told I needed to come in to do a transfer. I questioned why this was the case when I had done this previously last week and didn't have time to wait another hour in line inside. Another person came on the intercom and took the 4 bottles and said he would process them, but it would probably be 3-4 hours before they were ready, which was fine as I didn't expect to wait on them. I got a voicemail the next day that there was a problem with a prescription, but it didn't say which one nor what the problem was. I decided to go inside the store to inquire and they had no record of a problem. The tech states that there were 3 refills ready. When I told him that I had dropped off 4, he asked me which one wasn't refilled. I stated, "I don't know. I gave you the bottles." After reviewing the list of meds in their system with what I could recall that I still had at home, I finally figured out which one wasn't refilled and asked "why?". He said that he thought that he remembered one bottle that came in for a transfer, but It didn't have any refills left. I asked whether or not he called the doctor and he just said, "no, I threw the bottle away". I was puzzled and asked why he would throw a prescription bottle away without taking any action on it and he stated that this was their policy to keep bottles from "floating around with customer info on them". I was still perplexed as to why this was policy as I wouldn't expect anyone other than the pharmacy employees to have access to anything behind the counter. After looking up the Doctor's info and dosage and frequency in the CVS app, I again asked him to process the transfer and contact the Doctor for a refill authorization, which he said he would do. After a week went by, I got a notification that my (unnamed) prescription was ready so I went back inside and waited again in line. After reaching the counter, I learned that a different doctor had called in a new prescription for me, which I had forgotten about, but no mention of the one I had been trying to get them to refill for some time now. I explained what had been going on...again. I gave all the prescription and Doctor's info to them...again, but this time decided to call the doctor directly myself, which did the trick. I would appreciate knowing why it is policy to throw away bottles that customers bring in for transfer without entering them in the system nor calling the doctor for a refill auth first. I'd also like to know why their voicemails and notifications can't provide any information regarding which refills "have a problem" or are ready for pickup, like CVS does. Needless to say, I am weary now that my prescriptions could be refilled incorrectly due to counterintuitive pharmacy policies and bad customer care. I might have to find another pharmacy and start this process all over again. read more
