Complaints
This profile includes complaints for Walgreens's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,372 total complaints in the last 3 years.
- 671 complaints closed in the last 12 months.
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Initial Complaint
Date:08/08/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hi,Today I filled a prescription for medication at Walgreens (doxycycline monohydrate 50mg, 90 capsules). I checked that I would be supplied with a generic formulation yet was still surprised to be charged $42.85 even after my health insurer had contributed $89.14 (total price $131.99). Before paying for the medication, I double-checked with the salesperson that this was the correct price, and asked her if there was a way to get it any cheaper.Upon returning home I have found that the exact same medication and number of capsules, also in a generic formulation, is available at a $7.50 discount from Walgreens with a coupon from the website GoodRx. It is also available without using my insurance from online pharmacies DiRx for $18.00 or Amazon Prime for $24.00 (both offering free postage).I called the Walgreens store on ************** to ask why they charged me and my insurer $131.99 for a medication that is readily available elsewhere for as little as $18.00, and whether I could return the unopened medication for a refund. I spoke initially to the pharmacist, *****, who said she could not explain the price discrepancy and told me their store policy prohibited the return of any medication. I asked to escalate the complaint and my call was transferred to the store manager, *****, who claimed that "************** law" prohibited the return of any medication. When I asked him to tell me which law this was, he said he did not know and that I should call 1800-WALGREENS. I tried contacting Walgreens via Live Chat and was connected to a Live Agent called ***** T however she did not respond and eventually the system auto-terminated due to inactivity. It offered to email me a transcript of the chat, but at time of writing this has not yet come through.Can you please help me to return the medication for a full refund, and transfer the full original prescription to DiRx or Amazon Prime so that I can fill it there instead?
Business Response
Date: 08/18/2022
Thank you for contacting our company regarding this complaint. Our Consumer ******************** has sent this case to ********************,District Manager. The following information was provided as resolution details.
I was able to assist customer with the difference between discount card and actual price, Customer is from ********* and was happy that I spent time discussing different aspects of insurance. The customer was given a ************************** gift card
********************
Corporate Consumer Relations
200 ***************
*********, ** 60015
Fax: ************Customer Answer
Date: 08/23/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your assistance in ensuring prompt resolution.
Sincerely,
*****************************Initial Complaint
Date:08/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Walgreens, ************* ******* ** received a prescription refill from my physician on 7/31 for my usual 30 days supply, and I received an automated call that day stating that it was back-ordered. I received an automated prescription status call on 8/3 reminding me that the other prescription placed at the same time by my physician pickup deadline expires on th11th. The automated did not mention anything about the most critical prescription's status. I checked the prescription status using the Walgreens App to check the status, but there was no status available now and the medication refill status showed a quantity of (1). So, someone removed it from the pending fill-out-of-stock status without calling me. So I added it back along with a few other refills, and I called the ******* Pharmacy on 8/7 at 2:04 PM and spoke to a female pharmacist who was not the regular pharmacist on duty. She told me I had to wait until the other usual pharmacist returned on Monday to find out when their shipment arrived because she was unsure. She advised me to call another pharmacy, who informed me that she was visiting helpout. I told her that I was calling to check the status of my medication because someone removed it from pending fill status without talking to me. She told me I would have to call back on Monday the 8th to see when their shipment would come. I stated that it was out of stock for a week, and she told me to call another pharmacist to see if it was in stock and that my physician would have to put the prescription there. I explained that I had reached the ***** before, but the pharmacy technician would not give me in-stock information because of the class of medication. She told me that she could not give that out to me and that the pharmacy would need to call them directly. The visiting pharmacist suggested that I call back when the home pharmacist is back on Monday for when they will get a shipment. I want someone to call me and let me know t status of my medicationBusiness Response
Date: 08/09/2022
Thank you for contacting our company in regards to this complaint. Our Consumer ******************** has sent this case to the District Manager for handling. The following information was provided as the resolution details.
Summarize the resolution addressing these questions:
1. Date resolved: 08/08/2022
2. Who resolved: DM ***** and SM ******
3. How resolved: Customer was called to clarify that the medication that she was prescribed was on nationwide backorder and discussed her options. Store Manager was able to call a nearby location to confirm that medication was in stock and reach out to the doctor to have a new script sent to the new location since it could not be transferred due to the class of medication. The patients main concern is that she was not contact proactively regarding the out of stock issue.
4. Customer satisfaction: Yes customer was very satisfied.
5. Compensation given: None
If you have any questions please do not hesitate to contact me.
Thank you,
**************
Executive Response Specialist
*************************************************** 85286
Fax: ************Initial Complaint
Date:08/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This is my 2nd complaint with the Walgreens Pharmacy Manager ************************* for ******** ******* at ******************. In the past complaint, I was livid when this Pharmacy Manager stated publicly that my son needs to see a psychiatrist. Curious, does she have a Medical Degree qualifying her to make life-altering decisions? She clearly overstepped then. I spoke with the store manager and assumed the issue had been resolved, " he is very nice". Now here we are with another issue "SAME PERSON, SAME ISSUE": I submitted a request to my PCP for an ADHD meds refill 5 days out. This has been the norm each time it has been filled, this 5 day's notice is due to a "known" shortage of this, and other, ADHD medications. But, the manager called or sent a message to my physician stating my Rx request had been "rejected". The reason was "TOO EARLY". Please tell me how this medication was rejected when it can be filled 5 days later. In addition, the 5 day notice provides the pharmacy a chance to order the medication. I need to know the intention behind contacting my PCP. Is this "Contact the **** policy followed for all patients requiring ADHD medication, and, how does the recent Rx refill request differ from all past refill requests dating back months? I have had enough of this Pharmacy Manager interfering with my son's and my medication. By needlessly contacting our doctor this pharmacist intentionally damaged the relationship we have with the physician. If Walgreens cannot resolve this, I will post the issue on each ASD/ADHD/ADD organization's website and make this issue public for every person suffering from our disorder. As for the rest of the staff at this location, "I can't say enough good things about them". The Store Manager is friendly and accommodating, and the Pharmacy staff "aside from the individual named above, "are outstanding. The next time I have an issue with this Pharmistst, I will write directly to the Walgreens CEO. and board of directors.Business Response
Date: 08/09/2022
Thank you for contacting our company in regards to this complaint. Our Consumer ******************** has sent this case to the District Manager for handling. The following information was provided as the resolution details.
Summarize the resolution addressing these questions:
1. Date resolved: 08/08/2022
2. Who resolved: *****************
3. How resolved: Patient was called actions were taken to ensure a better customer experience in the future.
4. Customer satisfaction: Customer was happy around clarification of rejections and is very satisfied with next steps.
5. Compensation given: None needed
If you have any questions please do not hesitate to contact me.
Thank you,
**************
Executive Response Specialist
*************************************************** 85286
Fax: ************Initial Complaint
Date:08/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
For over a year, my doctor has prescribed Vyvanse 70 mg, which I understand is a controlled substance. Per my doctor's prescription, I take it every day in the morning. I picked up my last 30 day prescription on 7/06/22 and took one pill as prescribed that day. My doctor **prescribed a 30 day supply for me on 7/28/22 so that it would be ready for a refill on 8/04/22 - from 7/06/22 to 8/04/22 is 30 days as July has 31 days. I was told on 7/03 my prescription would not be filled until 7/06/22, so I called my health insurance company, Florida Blue, and I spoked to a representative from Prime Therapeutics (call reference #DF080322). She called Walgreens and spoke to ****, pharmacy manager, on 7/03/22. She told me **** said the medication would be ordered on 8/04/22 so it would be in stock on 8/05/22 and filled that day - which would still leave me without a morning dose for 8/04 and 8/05 since the orders don't come in until at least 10 am. The prescription was not ready on 8/05/22 and it still not ready now on the morning of 8/07/22. This means I have not had this medication as prescribed for three days so far and as it is not in the store I will not be able to take my morning dose as prescribed on 8/08 either.Business Response
Date: 08/12/2022
Thank you for contacting our company in regards to this complaint. Our Consumer ******************** has sent this case to the District Manager for handling. The following information was provided as the resolution details.
Summarize the resolution addressing these questions:
1. Date resolved: 08-06-2022
2. Who resolved: Pharmacy Manager
3. How resolved: Spoke with Ms ***** I assured her we would make sure to calculate days supply correct moving forward
4. Customer satisfaction: Yes
5. Compensation given: none required
If you have any questions please do not hesitate to contact me.
Thank you,
**************
Executive Response Specialist
*************************************************** 85286
Fax: ************
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