Just about 2 years ago I was diagnosed with Ankylosing Spondilytis, and began receiving pain medication to help me through the night and through my days at work. Inactivity makes the pain unbearable, I am an attorney, so naturally, I spend long hours sitting at a desk; and even when medicated I can only sleep for 2-3 hours.
About 14 months ago I took all of my prescriptions and started using CVS because of one particular pharmacist at Walgreens. She would tell me they didn't have the medication, I would stop at the same store on the way to work the following morning (no time for shipments to come in, and fill the medication).
I learned that Walgreens has a new policy, wherein they have you fill out a dosage form and it is faxed to corporate for an ultimate decision. Given my disease, and relatively low amount of prescription narcotics, I thought it may be beneficial to go back to Walgreens and take part in their new program.
The same woman was working there; however, this didn't concern me inasmuch as I figured somebody in corporate would be making the decision. I spent around 8 minutes with the pharmacy manager, going over my prescription history (he was able to access it via the internet)and discussing the new policy of Walgreens and it being why I had come back. He was very pleasant and helpful.
He then took my prescriptions to the pharmacist, she wouldn't even look in my direction, told the manager to tell me "Walgreens" doesn't carry that medication, and to leave the store. Again, I am a professional, I was wearing everything but my suit coat, was cordial to the manager, was forthcoming about my medical needs, and was prepared to submit to their new guidelines, which are more stringent than anywhere else. They even have a sign posted that reads "To maintain our commitment to dispense narcotic pain medication, some medicines may take 24-48 hours for a determination. Well, she made her determination in about 10 seconds.
I called Walgreens corporate to make a complaint, and was told over and over by the less than intelligent person on the other end of the phone that "We stand behind our pharmacist's decisions." I tried multiple times to explain her decision wasn't my complaint; it was the treatment I had received. She continually repeated the same mantra of standing behind the pharmacists decision, and further, couldn't explain why my information wasn't faxed to corporate as is Walgreens policy, but rest assured, she definitely stands behind the pharmacist's decision.
So, apparently, Walgreens stands behind their employees decisions to poorly treat customers. I'm obviously staying with CVS, and I will never frequent another Walgreens again, not for anything. It was made even worse by the complaint line person being to *** to understand my complaint.
Just so I'm clear, my complaints are as follows: Profiling, poor customer service, and disrespectful behavior toward a customer. Further, depriving a customer of the service promised by the corporation, based on presumably preconceived opinions about pain medication, and obviously people prescribed to pain medication. Walgreens corporation apparently stands behind this behavior, or they need someone who handles complaints that canactually listen to the consumer rather than form an opinion with only a fraction of the information being provided. All she could think was I was upset the pharmacist refused to fill my prescriptions, when truthfully, I could care less, and am actually thankful she didn't. Now that I am better informed, I know I do not want them to make any profits from me or my insurance company whatsoever.
I hope everyone who reads this will refuse to ever give their business to Walgreens again for any reason.
Product or Service Mentioned: Walgreens Pharmacist.
Monetary Loss: $63.