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Mike

Chicago, IL

#1 Dec 2, 2012
I go to the Walgreens located at 1200 N. Dearborn, Chicago, Il. Not only did I wait for 40 minutes to get my perscriptions filled but when I called the store to ask the Pharmicest a question I was placed on hold for 18 minutes then I hung up. I called back to speak to the manager but there was only an assistant who gave me the 800-walgreen customer service but I was on hold for 8 1/2 minutes more.

This company knows the cu=stomer has choices and built their company on customer service. Now however the customer is under serviced.

What is going on besides the cutbacks in people? Am I nuts or does anyone else have issues with this once great company?

Mike
Altec Lansing

San Antonio, TX

#2 Dec 2, 2012
Mike wrote:
I go to the Walgreens located at 1200 N. Dearborn, Chicago, Il. Not only did I wait for 40 minutes to get my perscriptions filled but when I called the store to ask the Pharmicest a question I was placed on hold for 18 minutes then I hung up. I called back to speak to the manager but there was only an assistant who gave me the 800-walgreen customer service but I was on hold for 8 1/2 minutes more.
This company knows the cu=stomer has choices and built their company on customer service. Now however the customer is under serviced.
What is going on besides the cutbacks in people? Am I nuts or does anyone else have issues with this once great company?
Mike
Yours is the same that is experienced 1,000 times over each and every day. "What is going on besides the cutbacks in people" -- nothing ---- your problem stems from THE cutbacks in people
super mgt

Yale, MI

#3 Dec 2, 2012
You already know the cause of your frustration. the cut backs are the problem. you are lucky you got to speak to an assistant instead of an underpaid "floor lead" The same pharmacist that was stuggling to get your script filled (btw 40 minutes is Not a long wait.) is who you wanted to speak to on the phone. Obviously its going to take some time and he has to wait on you in order wether you are in the store or on the phone. bottom line employees are doing more with less and customer service is suffering.
WAG this

Marion, IN

#4 Dec 2, 2012
Mike wrote:
I go to the Walgreens located at 1200 N. Dearborn, Chicago, Il. Not only did I wait for 40 minutes to get my perscriptions filled but when I called the store to ask the Pharmicest a question I was placed on hold for 18 minutes then I hung up. I called back to speak to the manager but there was only an assistant who gave me the 800-walgreen customer service but I was on hold for 8 1/2 minutes more.

This company knows the cu=stomer has choices and built their company on customer service. Now however the customer is under serviced.

What is going on besides the cutbacks in people? Am I nuts or does anyone else have issues with this once great company?

Mike
I agree with everyone else. The cutbacks ARE the problem. We just physically can't be everywhere at once. I simply cannot fill your script, answer the phone, wait on the drive thru, wait on the front counter, give a flu shot, do Medication Therapy Management, research a new Medicare plan, answer OTC questions, and verify prescriptions simultaneously. At some point, somebody must wait.... Perhaps our stockholders should stop expecting a dividend INCREASE every quarter or maybe our top management could forego a $36 million bonus before we lose a $5 BILLION account. That money would go a long way toward properly staffing our stores.... Both front and pharmacy.
Altec Lansing

San Antonio, TX

#5 Dec 2, 2012
WAG this wrote:
<quoted text>
I agree with everyone else. The cutbacks ARE the problem. We just physically can't be everywhere at once. I simply cannot fill your script, answer the phone, wait on the drive thru, wait on the front counter, give a flu shot, do Medication Therapy Management, research a new Medicare plan, answer OTC questions, and verify prescriptions simultaneously. At some point, somebody must wait.... Perhaps our stockholders should stop expecting a dividend INCREASE every quarter or maybe our top management could forego a $36 million bonus before we lose a $5 BILLION account. That money would go a long way toward properly staffing our stores.... Both front and pharmacy.
Being at the front end, if I had a choice of where Walgreens would invest in manpower it would be the pharmacy itself. I don't mind helping out in the pharmacy in and of itself but everyday I'm shortchanging the front end by leaps and bounds with my moronic store manager coming down on me for not getting her lists done. If the pharmacy was taken care of staff wise that would reduce a lot of pressure off of the front end itself.
Squiggles

Cleveland, OH

#6 Dec 2, 2012
You were given 1800walgreens because that is how you can get in touch with the store manger. Call 1800walgreens and file a complaint and then the store manager will call you and apologize. You will probably get a $10-20 gift card.
WAG this

Marion, IN

#7 Dec 2, 2012
Squiggles wrote:
You were given 1800walgreens because that is how you can get in touch with the store manger. Call 1800walgreens and file a complaint and then the store manager will call you and apologize. You will probably get a $10-20 gift card.
It's this advice and mentality that creates asshole customers. All you do is train them to complain about every little thing just to get something for free. The most helpful thing would be for the customer to call to say that they've noticed the lack of help or that they've noticed that our competitors have more help. Our top management has little dick syndrome and would try to keep pace with our competitors.
Jingle

Keller, TX

#8 Dec 2, 2012
This isn't a real customer. This is just an employee who gets off by reading all the frustrations.
megan

Zenda, WI

#9 Dec 2, 2012
i agree with the horrible service. my mother had to wait an hour for a prescription that the pharmacist said would take 15 minutes. She said the pharmacist was very demeaning and disrespectful to her as well as to other customers. This isn't the first time but it was certainly the last time. I transferred her prescription to CVS store nearby. And it isn't just Walgreens with the crummy customer service but I have stopped shopping at other stores as well that don't give a hoot about treating people nicely.
Quesionedtodeath

Chicago, IL

#10 Dec 2, 2012
Megan,

With all due respect, you sound like a person disconnected to reality. I wish you could step behind a counter for one hour of your life, and see reality as it is. The grass isn't greener on the CVS side dear Megan. You will be just as dissapointed there I suspect. We are accused of being rude when we ask if you have any questions for the pharmacist. What happened, did we ask if you had a balance rewards card and mommy forgot her phone number and got really upest that we couldn't just help her remember it?
Texas Outlaw

Lewisville, TX

#11 Dec 3, 2012
Ii was told that any customer who called in at Corp.about anything wrong in the store... all goes back to the manager, or whatever tha hell they are now.They in turn will call customer and offer a gift card to ease the situation.Ain't that special?
It does not fix the situation, merely a band aid fix.
yep

Ballwin, MO

#12 Dec 3, 2012
Texas Outlaw wrote:
Ii was told that any customer who called in at Corp.about anything wrong in the store... all goes back to the manager, or whatever tha hell they are now.They in turn will call customer and offer a gift card to ease the situation.Ain't that special?
It does not fix the situation, merely a band aid fix.
You don't have to give a gift card. I have probably given out two.
Altec Lansing

San Antonio, TX

#13 Dec 3, 2012
yep wrote:
<quoted text>
You don't have to give a gift card. I have probably given out two.
yeah, exactly --- about 2 years ago my previous SM started giving out gift cards to complainers about our pharmacy but that didn't solve a thing. With more and more cuts in pharmacy the complaints just kept getting more frequent (up to maybe 5 per week). He quickly stopped the gift card giveaway program of his.
Anonymous1

Miami, FL

#14 Dec 3, 2012
Customers can complain all they want to 1800 walgreens but the bottomline is that walgreens corporate could care less. They have gutted the store by slashing hours to a bare mininum. Every complaint gets dealt by store managers that have no power change anything. Given the fact that they are firing or forcing their most experienced staff to quit because they want to save on salaries is ridiculous. Replacing them with people that don't know how to deal with issues that are simple to fix. My advice to any customer take your business somewhere else thats the only way to let corporate know that you are not dealing with their garbage.
RXM

Tempe, AZ

#15 Dec 3, 2012
Corporate complaints go to the store manager first. If it doesn't get resolved after 24 hours, it's sent up the ladder to the DM, I believe.
mmhae

Madison, WI

#16 Dec 3, 2012
WAG this wrote:
<quoted text>
It's this advice and mentality that creates asshole customers. All you do is train them to complain about every little thing just to get something for free. The most helpful thing would be for the customer to call to say that they've noticed the lack of help or that they've noticed that our competitors have more help. Our top management has little dick syndrome and would try to keep pace with our competitors.
Great idea! Make sure to pass it on that if they call in to complain it's the lack of people in the store not the inability of the poor guy that's stuck there not being able to help you.
Altec Lansing

San Antonio, TX

#17 Dec 3, 2012
mmhae wrote:
<quoted text>
Great idea! Make sure to pass it on that if they call in to complain it's the lack of people in the store not the inability of the poor guy that's stuck there not being able to help you.
My last idiot DM told his store managers never to use that (budgeted hour cuts) as an excuse to the customer.
Anonymous1

United States

#18 Dec 3, 2012
Corporate doesn't care with all these budget cuts at the busiest time of the year is just ridiculous. Pretty soon they will another bus tour to each store to justify their actions. Thank god I'm out of that dump. Every year they find ways to make employees more miserable. Please don't shop there.
Mike

United States

#19 Dec 3, 2012
I am sure to get the call from the store manager as all these entries say but as of 3pm Chicago time the next day I heard nothing.

Know that my complaint was not against anyone in particular but rather that the general level f service declined. I did expect more. I do believe. It is the cut backs and work loaded on those who remain.

None the less it should still be a service oriented business.

Mike
pharmaMGR

Chicago, IL

#20 Dec 3, 2012
shop independent next time.

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