Testing the "conspiracy therory" ;)
Repost of "an open letter to walgreens"
I just spent the better part of the past five days trying to refill a simple prescription. Simple. Not controlled, not anything someone may try to sell, or abuse. I'm talking Zyban. Stop smoking medicine. On day three of not smoking, which includes the five days with out the medicine, I was to say, a little bit frustrated.
I am proud of myself that in spite of everything; the lump, the divorce, the management changes, and any other normal day to day stresses, I still have not smoked. Three days in, still smoke free. The fact that no one has died, and I still have my job is in itself a miracle. So, after five days of trying to get the refill, being patronized by the pharmacy manager himself, I decided to write a little comment on the website. I also called into the 800 number survey, as well as the survey online. I will also be calling the district store & pharmacy managers on Monday.
I'm not one to up and write bad reviews, in fact, being in the customer service field, I am the opposite. I write when GOOD things are done, because so many only write when they are bad. I love rewarding people for going the extra mile. However, when they don't even go an inch, and dig their heels in, I'm gonna write! Now, I know I may be a tad bit edgy, but I think this would infuriate even the sanest of people. Below is the letter.
I called in a prescription to store #XXXXX at 2:00 p.m Jan. 31, 2006. I was only able to pick it up this evening, Feb. 3, 2006. The story as to why and how I was treated during the process follows below.
My refill required my doctor’s approval. I called the next day, no approval. The pharmacy stated they faxed a request, I called my doctor, they had not gotten one. I called the pharmacy back and asked again. They had the wrong fax number. I had to give them the correct number.
On Feb. 2nd, I called to inquire again, it was still not ready. They stated they had faxed it twice and were still waiting on my doctor. I called my doctor back; again, they stated they faxed it an hour ago. I then called the pharmacy back and spoke with another technician. He stated he tried to call the doctor's office and left two messages. I asked what number; the number they had was wrong. I offered to give him the correct number, and he told me he could not take my word for it.
Then, at 2:43 pm Thursday Feb 2nd, the technician called and left a message stating he had just talked with my nurse, and she had faxed it over. I arrived at the pharmacy around 8:30 pm that same day in the drive through lane. I was told my refill was STILL not ready. The tech on duty was Rupal. My frustration level was at its limit at this point. I asked her, why did I get a message telling me it would be ready and then no phone call to the contrary? Nor a phone call from my doctors office stating it could not or would not be refilled? She took the phone away from her ear, as to not listen to me.
I could not grasp she had actually done that. Then, as I was trying to explain to her the extended phone calls, wrong numbers and numerous attempts to reconcile the matter, she put her hand up in the "stop talking" position while I was in mid sentence. I was extremely frustrated at this point, not having my medication for the fourth day. I asked what the pharmacy manager’s name was, and left.
My doctor actually told me today, after refaxing my prescription again (which she had confirmation of) I needed to change pharmacies. My nurse was frustrated at this point as well.
I called today (now five days later) at 11:45 am to once again ask if my refill was ready. I was told they were waiting on my doctor. I could not fathom what I was hearing. I had spoken with my doctors office before I called and was ASSURED it had been faxed in, so much so my nurse was willing to fax me the confirmation. I asked her to PLEASE check again. After she looked, she found out that yes, it had been filled, today, five days later.
I arrived to pick it up after work this evening at 9:05 p.m. Rupal, the one who had taken the phone away from her ear and held her hand up to me processed my transaction.
After it was complete, I went to speak with Russell, the pharmacy manager. I explained the awful experience I had been having. After hearing me out, he replied that yes, she had told him about the situation and how I had yelled at her. He made it quite clear how distraught she was by the way she had been treated. The entire time he was explaining this to me was with an extremely condescending tone.
I actually had to stop, and ask him, "are you turning this back on me?" I have been trying for days to get this filled, and finally, five days later, wrong phone numbers, wrong fax numbers, rude employees, and now, the manager is blaming me for yelling at her. I assure you, frustration is not yelling. I was distraught that when I had finally thought I would have my refill, was denied yet again.
Still in shock, I explained to him that I would be calling the survey number, to which he replied quite cheerfully, "OK!” turned, and walked away. I would like to mention another technician was witnessing the whole conversation, the look on her face showed as much disbelief as mine did.
I stopped in the front of the store, asked for the pharmacy district manager, and will be calling him first thing Monday morning. I have already transferred my prescriptions to CVS. Not only have you lost a pharmacy customer, you have lost a Walgreens customer as well.
I am a manager in a wireless store, directly across the street from this Walgreens. I see over 200 people a day and I assure you, if asked, my experience will be shared.
As I am sure you are aware, one bad customer experience will lose you ten customers. I have the unique position being in the communications field, that this experience will lose you more than that.
I sincerely hope this issue is addressed in the matter it needs to be. This pharmacy took no responsibility for the errors that were made. There was not one apology. People who are refilling prescriptions are obviously doing it because they need them. To go five days without can and has caused serious damage to my mental health.
If you would like to speak with me further, I would very much welcome a phone call. I will also be following up with the district manager of the store Mr. A, and the pharmacy district manager Frank K.
This kind of service I was given from the profession that is intended to care and comfort such as yours is inexcusable as well as unacceptable.
Regards,
A former customer,
Kim (insert last name here)
**And yes, I really did transfer all of my prescriptions to CVS. Bastards!
