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Business Profile

Health and Wellness

Express Scripts

This business is NOT BBB Accredited.

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Reviews

This profile includes reviews for Express Scripts's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Review Ratings

    1.03

    Average of 1,575 Customer Reviews

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    Review Details

    • Ginger M

      Date: 08/01/2025

      Express Scripts is the pharmacy for my Part D Medicare coverage. After a year of being on Wegovy due to “risk of cardiovascular disease and events” with proof of past myocardial infarction and a stent in the artery in my lower left ventrical, Express Scripts stopped coverage of my medication at the highest dosage level and left me in horrible stomach cramps and nausea at the age of 75. My doctor turned in the same prior authorization in accordance with FDA guidelines as he submitted a year before when Express Scripts granted coverage ( your heart never “heals” from a heart attack- the scarring and dysfunction is permanent); but Express Scripts denied my authorization and continues to do so. After contacting a patient advocate explaining that I was not even allowed to titrate down so as to not have this terrible pain, Express scripts sent a fake
      “sympathy” letter and promised two prescriptions to cover me until I could be re-evaluated. I eagerly filled out the paperwork through tears and had my doctor submit the two prescriptions; only to again be promptly denied due to “no prior authorization”. This company is evil and cruel. They have turned over authorizations to Innovative Solutions, robotic evaluators that only grant a percentage of authorizations for expensive meds whether you qualify or not -just like United Healthcare was doing. We have to use Express Scripts because they are the pharmacy for PEBA, my wife’s state insurance plan as a retired teacher; but if you have a choice, run fast and hard away from this cruel, mean company!
      Date of experience: July 01, 2025

    • Del Rae G

      Date: 07/31/2025

      I have never worked with a company that is as poorly run as Express Scripts - and I've worked with thousands all over the world. I can only assume this ineptness is planned and purposeful. There is no way they can be this bad without direction and planning. They fail to fill prescriptions, require pre approval for the same medication over and over, request new prescriptions continually for the same medication, say they shipped out meds, then follow up with texts saying it needs preapproval. They run out of medication for months, their online system doesn't work correctly (Multiple escalations to IT because what i see doesn't match what the cust support team sees), I've spend hours and hours on the phone trying to straighten out our medications which have been the same for over a year, but have NEVER been able to just request a refill online without issues. And we are at their mercy as our insurance carrier gives us no other mail order option. Each request is treated as a "New" prescription requiring 7 days to "approve" and then 5 days for shipping. I ordered medication over 2 weeks ago, but "their system" shows 7 days ago when my last frustrated call resulted in a "new" order which started the 7 days all over again. i am without my medication AGAIN. This type of catastrophic failure, over and over, month after month can't be legal. I am hoping for some sort of intervention that will actually make a difference. How can this business have an A+ rating? There is no way it achieves any level of customer satisfaction.

    • Brandon R

      Date: 07/31/2025

      If I could leave zero stars, I would. I have co-pay assistance through ******* and have been fighting with Accredo for 2 years now to get a bill paid. I was told by my ******* co-pay assistance program that I had enough funds added to my account to cover my medication. When I called Accredo to inform them they just needed to decline and resubmit the information to *******. Accredo continues to claim that I owe them and that there are no funds even with a reference number and repeated calls to both companies. I wish this was the first time I have had problems with accredo but I have never have a good experience through them. I have also had several occasions that my medication was delivered after my dose was due or not even delivered at all.

    • Cynthia B

      Date: 07/29/2025

      Completely incompetent. Have missed three deliveries. After four phone calls they finally told me the pharmacy was missing some information. After being on hold for a long time it turned out that some idiot at Accredo put a note in my file that I had a recent diagnosis of melanoma. They refused to accept my acknowledgement that this was incorrect and that they need to wait for my doctor to confirm. Not only have they screwed me in delivering my medication on time, but now some poor person who should have had a note about a melanoma diagnosis is potentially getting medication they should not. Its almost criminal the way their incompetence is affecting peoples health.

    • Emanuel T

      Date: 07/28/2025

      I have had nothing but issues with Express Scripts. Their customer service is awful. For example, my doctor ordered two prescriptions a week ago. Neither one has been filled even though both scripts were sent directly to Express Scripts from the doctor's office. I called Express Scripts and was not satisfied in that it would take up to another two days just to ship the scripts to me (so with shipping it would be yet another week to get the scripts to my home). I feel this is unacceptable service. It should have taken no more than a day to process and ship the scripts to me. There was no need for them to verify the scripts with my doctor as they were REFILLS. Personally, I would rather drive to my local pharmacy and get my scripts in a day than endure such a long wait and calls to get my orders filled. ***** should discontinue Express scripts contract for lack of customer serviice. If you have a choice, I suggest you find a local pharmacy and just pick up the order rather than this horrible mail order service. I see they have a one star rating. Be advised!

    • Robert D

      Date: 07/10/2025

      My doctor sent a prescription for Zepbound to Express Scripts on 7/7/25 plus the regular Prior Authorization Form. I waited two days and called them to check on the prescription status. They said that they didn't get it. I called my doctor and he assured me that he had sent everything to Express Scripts as he has done numerous times in the past. I called Express Scripts again today, 7/10/25 and was told still more information was needed to complete the Prior Authorization Form. The doctor gave them more but still nothing in regard to the prescription. I called them again and they wanted even more information. I volunteered to give them the information but they refused.

    • Andrea C

      Date: 07/10/2025

      Due to a shortage of my medication, I can only get it through ExpressScripts. Because it is a controlled substance, it takes them 2-3 weeks to process and ship the prescription. I realized this week that my prescription would not be arriving before I left for vacation. I called them on Tuesday to see if they could possibly express ship it to me prior to my Friday departure (so that I would have it since I'm already out of it and so that it would not be melting in 100 degree mailbox). I was on the phone with a gentleman in customer service for 45 minutes. He was allegedly going back and forth with someone in their processing center to try to get this approved. Eventually, he came back to me and said that he had "great news for me" and that he had gotten it approved and that it would arrive "as soon as possible." I said, "When you say as soon as possible, do you mean by Thursday or Friday morning at the latest?" He said, "Yes, definitely." I reconfirmed this with him three times. He also said he would follow up with me regarding the status. I thanked him profusely. Well, he did not follow up with me on Wednesday. It's Thursday afternoon and I've just spoken with Express Scripts again and have learned that there was no guarantee of early arrival. And it won't even ship until next week. I asked if we could have it sent to the address where I will be on vacation, but was told this is impossible. In conclusion, the original customer service representative LIED TO ME. I was perfectly polite to him. I don't understand why he would do this or why he spent 45 minutes not solving my problem. And I really don't understand why we can't change the delivery address! I've had other issues with their customer service before. ********************** is horrible. Do not order from them unless, like me, you have no other option.

    • Dania G

      Date: 07/08/2025

      I have PPO and I cannot believe that for as much as we pay we are stuck with thisHorrible middle man. They deny everything. They are not willing to help and always give incorrect information. It should be our choice as paying customers to have a choice in who we choose to work with and not be forced to use them.

    • Candace L

      Date: 07/02/2025

      Ive called every two weeks for over three months regarding my billing. Every time I have paid in the past they apply it to my Express Scripts account. I am required to use Accredo because of my insurance and I hate it! Since April 2025 theyve told me the fix takes 2 business dayshere I am 7/2/25 and nothing has been done!!!! I want them to fix my account!!

    • Kevin K

      Date: 06/30/2025

      I was prescribed an expensive medication by my doctor over a month ago. Express Scripts has made my join a group and had my doctor fill out extra forms twice. Never get a straight answer as to why they will not fulfill my prescription. My calls are bounced around from one operator who barely speaks English to another. Terrible customer service and I have recommended to my company that we drop them at the earliest possible date

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