bad service
WAG this

Indianapolis, IN

#64 Dec 10, 2012
Mike wrote:
I am the guy that started this in the first place. Please know hat I had called the store in the first place because, as I come to find out, the color of my pill had gone from blue to white. But I was not told there was a new company they were subbing. I did not want to take the wrong medication. The head pharmacy person called me and said I should have been told. She said I should not have been on hold for 18 minutes (before I hung up) and I should not have had to wait for 40 minutes when I was told 15.

Get this, I was told they needed the doctor's approval for some meds like Lippitor. I
Went back for the second time and picked up 3 more scripts. I called because my Lippitor was missing they said they needed the doctor's approval. This will make my third trip to the store and it has now been a week!!

Those postings that say the customer is unrealistic and needs to have more patience are really missing the point. I know the workers are all over worked but I really believe this Master Giant is slipping in the customer service department.

I am off tomorrow for the third time. We will see if they got it right this time. By the way I know they need the doctors approval but the communication with their customer,me, sucks. Stay tuned
When you were picking up originally, did you have the right number of prescriptions? If not, why didn't you ask then? Most pharmacy personnel will say something like "I see you have three prescriptions." after they get your name and before they have you verify your address. While I agree that you should have been told the manufacturer was changed, it's YOUR responsibility to know how many prescriptions that YOU expect to pick up. Only you know what you expect, we can't guess for you. And as an earlier poster stated, when you call your doctor's office for something, do they put you right through to the doctor immediately or do you have to wait? Perhaps leave a message and wait ALL DAY for a return call? Then why is it that you expect the overworked pharmacist to drop everything for your call? Here's a little jewel of knowledge for you: the pharmacist that agreed that you shouldn't have waited is trained to agree with you no matter how wrong or outrageous your claims are. It's called diffusing the situation. We act empathetic and apologize. It's not proof that you're actually right. It's a tactic for dealing with the public... The whiny, ridiculous public.
Mike

Chicago, IL

#65 Dec 10, 2012
Dear Wag This

I have 9 scripts and when I am out I go to the druggist and ask what he can fill because he can see when the were last filled, how many can be filled and if the insurance will cover. That's their responsibility not mine. What do you mean "we can't guess" there is no guessing here.

Calling the doctor and getting right through to him? Since when are pharmicests in the same paragraph with medical doctors? Here is a flash....you are not a doctor. Waiting all day for a doctor to return my call is one thing but waiting a week for a Wag to complete my script, put me on hold for 18 minutes for me to check why the color of my pill changed or waiting days for Wag to get answers on if they can refill my script is Nuts.

Sure you are overworked. So am I. Wag needs to not sacrifice service with a short staff. Let them get more assistants but don't make excuses for poor suffering service

The training you speak about is correct. The customer is very very Important Always

Mike
WAG this

Indianapolis, IN

#66 Dec 10, 2012
gonebabygone wrote:
yeah, pharmacy sucks the big one when it comes to customer service. Instead of admitting they need to improve and trying to find ways to improve, they instead blame the customers for being unrealistic or some other lame excuse.

I remember helping those pharmers out one day in their cave and there was NO ONE waiting in the waiting are and NO ONE in drive thru...a customer comes to window and has one rx to fill and its a simple one, just fill and hand it to her...

But nooooooooooo, pharmers said the wait would be 45 minutes because there are others to be filled before her. Standing near I heard this and ordered that whitecoat to fill this one now or go home.

Don't be a childish fool. Took her like 3 minutes to print and fill. Customer was overjoyed. That pharmer called me into her supervisor and I had a talk to him the next day. He tried to write me up but I was like you must be kidding. I told him before this deal goes down we need to get the district manager involved. Ha--he backed off like the gutless weasel he is!

Bottom line is to pharmers: A. Use common sense in dealing with the public. B. Don't try to harass the store mgrs when we are trying to help you guys out and improve customer service which helps promote sales. C. Don't think you are better then the other people in the store.
I don't buy your story for one minute.
WAG this

Indianapolis, IN

#67 Dec 10, 2012
Mike wrote:
Dear Wag This

I have 9 scripts and when I am out I go to the druggist and ask what he can fill because he can see when the were last filled, how many can be filled and if the insurance will cover. That's their responsibility not mine. What do you mean "we can't guess" there is no guessing here.

Calling the doctor and getting right through to him? Since when are pharmicests in the same paragraph with medical doctors? Here is a flash....you are not a doctor. Waiting all day for a doctor to return my call is one thing but waiting a week for a Wag to complete my script, put me on hold for 18 minutes for me to check why the color of my pill changed or waiting days for Wag to get answers on if they can refill my script is Nuts.

Sure you are overworked. So am I. Wag needs to not sacrifice service with a short staff. Let them get more assistants but don't make excuses for poor suffering service

The training you speak about is correct. The customer is very very Important Always

Mike
Dear Mike,

News flash. I am properly addressed as Doctor. Before you start insulting, know what you're talking about. Secondly, I stand by what I said. We can't guess for you. Go back and re-read the post. If you don't understand, take an English class. Thirdly, it's YOUR responsibility to know what you need refilled, not mine to go through your profile to see what CAN be filled. I repeat, YOU need to know what you WANT filled. If you're too lazy to track your own meds, ask for them to be put on automatic refill, don't harass the staff to do your dirty work every time. I don't know when your pill bottles are close to empty, you do. Calculating when you're due is NOT the same as you needing them. Most patients suck at compliance. Also, how do you suggest we calculate all of those scripts you take "as needed"? I have no idea if you've taken them or not. I also have no idea if your rubbed that cream on an "affected area" that's the size of your back or your taint! Starting to get the picture? Stop being lazy and take some responsibility for yourself! I have enough JOBS to do at work. I didn't apply to be your personal assistant.
common sense

Providence, RI

#68 Dec 11, 2012
This is what is wrong with the world. No one wants to think for themselves. The world does not revolve around you. If you know u have so many scripts u need and only get lets say 2 out of 3 then its ur fault. Stop blaming others for not holding ur hand in life. Its like going into a grocery store and buying ice cream tugs and sprinkles and then going back inside and yelling at the clerk for not telling u to buy whip cream. Before u leave the house and write down what u need next time
Mike

Chicago, IL

#69 Dec 11, 2012
WAG THIS........so you thiunk you deserve to be called DOCTOR? Talk about EGO Whgat are you a frustrated guy who did not have the brains to go through Medical School? Or were you just rejected...You could have a PHD in chemistry but you think you should be called Doctor? Even a foot doctor has more education than you.

This whole excercist was to point out that the Walgreens I visisted was in my opinion short staffed in the pharmacy department. That was the driving factor. I am an educated senior citizen with a gripe SONNY....get it "DOC"
wagsuxxx

Platte City, MO

#70 Dec 11, 2012
Mike wrote:
WAG THIS........so you thiunk you deserve to be called DOCTOR? Talk about EGO Whgat are you a frustrated guy who did not have the brains to go through Medical School? Or were you just rejected...You could have a PHD in chemistry but you think you should be called Doctor? Even a foot doctor has more education than you.
This whole excercist was to point out that the Walgreens I visisted was in my opinion short staffed in the pharmacy department. That was the driving factor. I am an educated senior citizen with a gripe SONNY....get it "DOC"
You sound like a dum dum. Your medication changed? There is a description of the pill on the label, the manufacturer on the label, a picture in the patient leaflet, and something called Google which could have told you the medication you received.
wagsuxxx

Platte City, MO

#71 Dec 11, 2012
Mike wrote:
WAG THIS........so you thiunk you deserve to be called DOCTOR? Talk about EGO Whgat are you a frustrated guy who did not have the brains to go through Medical School? Or were you just rejected...You could have a PHD in chemistry but you think you should be called Doctor? Even a foot doctor has more education than you.
This whole excercist was to point out that the Walgreens I visisted was in my opinion short staffed in the pharmacy department. That was the driving factor. I am an educated senior citizen with a gripe SONNY....get it "DOC"
Also you Bblame the pharmacy for not hearing back from your Dr? How about you chase down the RX yourself next time. Call your Dr. Feel free to get ignored. You probably even asked them when they would hear back from the Dr. Dum dum

Since: Mar 12

Location hidden

#72 Dec 11, 2012
I have been following this thread for a while.

I would just like to say that the simple math is that prescription count is up at my store but our tech hours have been cut - again. Some services are starting to be cut because of staffing changes and workload issues. Calling the doctor's office to check on the status of a prescription because a patient does not want to do so is one of the first things that is biting the dust.

It is fair to have someone dig out a prescription that is as much as six months old, I am guessing they are trying to fill everything before their insurance changes at the end of the year, and expect to have it filled in 15 minutes while there are a bunch or prescriptions waiting to be filled?

People calling the store and expecting to be helped before the people who was already standing in line at the counter or already in the drive-thru lane is the next thing that is going down.

Are people leaving Walgreens? Some. They go to CVS and then come right back.

Have we helped to create unrealistic expectations for our customers? I think so. We were fighting for every customer. Certainly, we don't have time to fill and sell the prescriptions we have without another nonessential "service" that we used to provide going by the wayside sooner rather than later.

Since: Mar 12

Location hidden

#73 Dec 11, 2012
Just my opinion.

Since: Mar 12

Location hidden

#74 Dec 11, 2012
Meant to write "Is it fair" not "It is fair" and "a bunch of prescriptions" not "a bunch or prescriptions".
WAG this

Indianapolis, IN

#75 Dec 12, 2012
Mike wrote:
WAG THIS........so you thiunk you deserve to be called DOCTOR? Talk about EGO Whgat are you a frustrated guy who did not have the brains to go through Medical School? Or were you just rejected...You could have a PHD in chemistry but you think you should be called Doctor? Even a foot doctor has more education than you.

This whole excercist was to point out that the Walgreens I visisted was in my opinion short staffed in the pharmacy department. That was the driving factor. I am an educated senior citizen with a gripe SONNY....get it "DOC"
Actually,'old man', anyone who EARNS a doctoral degree deserves to be called doctor, not just those who earned an MD. It's too bad that in all of your years, you've never learned this. Apparently you're not as learned as you think. So yes, you may address me as 'Doctor', like it or not. It's not about ego at all. Everyone I work with calls me by my first name as do my patients. It's about teaching an pompous jerk like you that you aren't the center of anyone's universe except your own. It's about showing you that we're not just pill jockeys standing around counting to 30 and waiting with baited breath for your call. I have many days that I can say "I saved a life today" because errors were made in prescribing an I caught them. Do you have any days that you can say that? Probably not. But I'll bet you have many days that you can say "I bitched and moaned because I didn't get my way" or "I'm and educated senior, sonny.." Well, today you can say, "Sonny didn't take any of my shit and handed me my ass".... Haw a nice life, old man. One word of advice: if you're truly this miserable with everything in your life, hook a right turn off the nearest bridge. Be miserable if you want, but the rest if us don't have to take your shit. That's on you!
WAG this

Indianapolis, IN

#76 Dec 12, 2012
common sense wrote:
This is what is wrong with the world. No one wants to think for themselves. The world does not revolve around you. If you know u have so many scripts u need and only get lets say 2 out of 3 then its ur fault. Stop blaming others for not holding ur hand in life. Its like going into a grocery store and buying ice cream tugs and sprinkles and then going back inside and yelling at the clerk for not telling u to buy whip cream. Before u leave the house and write down what u need next time
Thank you! We have trained them to become so dependent on us for every little thing that they can remember to flush the toilet when the use the restroom.
WAG this

Indianapolis, IN

#77 Dec 12, 2012
wagslavefornow wrote:
I have been following this thread for a while.

I would just like to say that the simple math is that prescription count is up at my store but our tech hours have been cut - again. Some services are starting to be cut because of staffing changes and workload issues. Calling the doctor's office to check on the status of a prescription because a patient does not want to do so is one of the first things that is biting the dust.

It is fair to have someone dig out a prescription that is as much as six months old, I am guessing they are trying to fill everything before their insurance changes at the end of the year, and expect to have it filled in 15 minutes while there are a bunch or prescriptions waiting to be filled?

People calling the store and expecting to be helped before the people who was already standing in line at the counter or already in the drive-thru lane is the next thing that is going down.

Are people leaving Walgreens? Some. They go to CVS and then come right back.

Have we helped to create unrealistic expectations for our customers? I think so. We were fighting for every customer. Certainly, we don't have time to fill and sell the prescriptions we have without another nonessential "service" that we used to provide going by the wayside sooner rather than later.
Exactly! We used to be staffed for all of the 'niceties' that separated us from the competition. Low wait times, personal calls for everything, quick response to anything, etc. Now we run such a skeleton crew that if someone is 10 minutes late for work, you're slammed.

Can't tell you how many have left in a huff only to return a week, a day, or even an hour later because the competition isn't any better. And the best part is (PAY PARTICULAR ATTENTION HERE OLD MAN MIKE) that the people that bitch the most about waiting are the ones that are your biggest time vampires! They'll keep you at the counter (or on the phone) for the longest time, for the dumbest things, full well knowing there is a huge line behind them and hearing your phone ringing off the hook. Then they'll have the audacity to ask "how much longer will I have to wait?" or "How long is this going to take?".
Mike

Chicago, IL

#78 Dec 28, 2012
All this is really silly. We have a pill counter that thinks he is "special" and what an attitude on top of it. I do believe that the services level has been cut to the customer. I do believe that the druggist is over worked and short handed in the interest of creating profits. As far as the "education" you insist on giving me all I can say is: I am a college educated, Viet Nam Vet, ex pfizer detail man, that knows the differences between what you used to do, are supposed to do and what you do now. Here it is in simple for : Dont tell me it will take 15 minutes then it is 45 minutes. Don't change manufacturters on my script without advising. Dont tell me that when you are reading the chart you cant tell me what the innsurance will pay for or not. Oh yea, get off the high horse DOC and loose the attitude or you may get the reputation of being anti customer.Do your job. Good thing you couldnt get into medical school or you would have been a poor doctor as well.........

“The Papers said I was Truant”

Since: Nov 11

Location hidden

#79 Dec 29, 2012
Because being in Viet Nam grants you knowledge of how a pharmacy works? If not, why include it in your list?

Quoted time is an estimation. Don't refill your scripts if you NEED a pill in 15 minutes. Sh!t happens. Know your pharm's policy about substituting manufacturers. Be patient, you patient. Lose (that's how you spell it btw) the attitude or you may get straight up refused service.
Lady in Black

United States

#80 Dec 29, 2012
Mike ....this thread you started is an excellent example of Walgreens "integrity ". Or lack of. Advice ...take your business elsewhere. And thank you for your service in Vietnam. Being from a military family, you have my deepest respect.
I am very much on the employees side, being a former employee myself. However, this is probably not the best place to complain. Pharmacists have their hands tied anymore. It is corporate that you may want to contact. They are the evildoers. They are the ones that are destroying this once great company.
PharmD

United States

#81 Dec 29, 2012
Mike,
What did u get your degree in because you sound pretty stupid. Guys like deserve to be punched in the face. Why are u so miserable, that you have to try to put other people down.
PIP A

New York, NY

#82 Dec 29, 2012
What is the point of even offering the 1-800 number to guests,when the issues are returned to Management that is on High Alert to cover their own behinds 24-7? There is no way to resolve problems at that rate.As a former dressed for success,S.B.A. devoted to projecting a polished image at all times. It became a large part of my job to field the numerous guest complaints that were often about poor service ,rude behavior ,and stunning lack of basic customer service skil. Many if not all of those problems were the result of our stores EXA.It was easy to recognize the facts about when and if any of those customers felt compelled to lodge complaints, after speaking with the Manager they were cross with at the time of these incidents,nothing would be solved and the customers always left angry.Simply put there is no S.M./EXA that will document complaints regarding their own poor service.So the complaint # is an out dated and useless tool.With stores awash and gushing red ink it is time for Walgreens to become modern and scrap the good old boy system. It is time to weed out the poor management that has held the success of the stores hostage!
Lady in Black

United States

#83 Dec 29, 2012
PIP A wrote:
What is the point of even offering the 1-800 number to guests,when the issues are returned to Management that is on High Alert to cover their own behinds 24-7? There is no way to resolve problems at that rate.As a former dressed for success,S.B.A. devoted to projecting a polished image at all times. It became a large part of my job to field the numerous guest complaints that were often about poor service ,rude behavior ,and stunning lack of basic customer service skil. Many if not all of those problems were the result of our stores EXA.It was easy to recognize the facts about when and if any of those customers felt compelled to lodge complaints, after speaking with the Manager they were cross with at the time of these incidents,nothing would be solved and the customers always left angry.Simply put there is no S.M./EXA that will document complaints regarding their own poor service.So the complaint # is an out dated and useless tool.With stores awash and gushing red ink it is time for Walgreens to become modern and scrap the good old boy system. It is time to weed out the poor management that has held the success of the stores hostage!
Well said.

Tell me when this thread is updated:

Subscribe Now Add to my Tracker

Add your comments below

Characters left: 4000

Please note by submitting this form you acknowledge that you have read the Terms of Service and the comment you are posting is in compliance with such terms. Be polite. Inappropriate posts may be removed by the moderator. Send us your feedback.

Walgreens Discussions

Title Updated Last By Comments
Customer Plan 3 hr Brian 11
Get out if you can, FAST!!!!!!! 4 hr everything changes 29
SBA going away... 4 hr everything changes 70
Women ONLY manager meeting in North Carolina 6 hr IT DAY WAG NIGHT 10
New Rx work flow 8 hr slowdownlol 17
most 9's in a month?/new SFL looking for some p... 9 hr idk 27
Write ups over donations? 10 hr Peeon 5
Asm position going away Fri WAG2003 34
More from around the web