On July 19, 2011 at around 4:15pm, I went to the Fairview Heights, IL Walgreens location to get a simple antibiotic prescription for my child filled. The doctor called it in. We called the Walgreens location to make sure they received presciption and to make sure they had our insurance information for the discount.
While running errands, I went to the Walgreens drive through. I pulled up to the farthest away of the two drive ups. It has a little red cage to transport stuff to and from your car. A car was in the closer lane so I waited. After about 4 or so minutes, I saw a young lady with glasses close out her dealing with that car. That car started to pull out and I saw the lady talking but couldn't hear her. My window was down, but A/C was on high. It was almost 100 degrees out. I turned the A/C down and told her I neede to pick up a prescription for my daughter giving her full name very clearly. The lady started to work at the computer. She then asked me to spell the last name again. I did so very slowly and loudly (all 6 letters). I told her the prescription should cost $12. I put in $20, my driver's license, and insurance card.
The red cart closed and took the stuff to the lady. She disappeared. After about 3 or 4 minutes, a car pulled up. The lady came back and started to wait on them. After she had talked to them, I pushed the white button to get her attention. She told me to wait. So, I waited. She had returned with the other cars prescription and gave them their change. The car pulled out and the lady disappeared. ANOTHER car pulled up in the closest spot. She returned and began waiting on that car. I waited until she was done talking to them initially and pushed the white button again to find out if there was a problem or what was taking so long. It had been about 8 or more minutes. She picked up the phone and told me to just wait.
By now, I was waiting, in the sunlight, with my window down, in 100 degree heat. I have given my driver's license, $20 and insurance card to someone that won't give me the decency of talking with me so I may ask what is going on or how long it will take. I am simply told twice to wait. So, I drove around and went inside and walked to the pharmacy counter. As I walked up, a 2nd lady told me that my prescription was being mixed and would be done shortly. I told her I didn't care what was going on now and that I wanted my driver's license, $20 and insurance card. She again told me that "he was just about done mixing it". I told her I called the prescription in hours ago. She said they do not mix this antibiotic in advance (Amoxycillin).
I was probably waiting at the drive up for 8 to 10 minutes total. Had I known the prescription was being mixed and would take a little bit of time, I would have probably gone inside to stay cool and shopped a bit. I was in no particular hurry. But, I was cutoff twice and told to wait when I pushed the white button.
I told her I had been waiting patiently outside but that the lady at the window would not even talk to me about what the delay was TWICE. I told her I was simply told both times to wait without explanation. The 2nd lady, at the inside counter said she was sorry. The 2nd lady handed me my $20 and my driver's license but no insurance card. I then asked her for that. She said there wasn't one. I told her indeed there was. She then asked the lady at the window if it was in the red box. It was found in there where I had put it and returned to me. I then said I was going to talk to call a manager.
However, I had a problem a long time ago with getting a prescription filled at this Walgreens and got no where talking to a manager about it. So, I am sharing this extremely poor and rude customer service experience at Walmart. I had already moved my maintenance drug prescriptions to KMart not too far away about 2 years prior because I didn't like dealing with this particular Walgreens. My wife had this prescription called into Walmart so I had little choice. Also, Walmart would fill the exact same prescription without an insurance card or insurance for only $4. Walgreens wanted $12 for the same generic.
I can say that 4 or 5 Walgreens pharmacy workers were looking at me with some degree of shock on their faces when I said what I did and that I was cancelling the prescription. They also heard me say how I was treated at the drive up. The young lady at the window didn't show any sign of concern about the whole affair. No apology, no explanation from her, nothing. I can't say she did what she did on purpose in not letting me ask a question twice, but you might think the 2nd time I pushed the white button might have been the time to actually find out why the person is pushing the button and not tell them to just wait and then hang up.
The young lady working the window needs some serious retraining in customer service and general decency to ask customer's what they need when they push the white button to talk to the person inside. Walgreens had a chance to get my business back, but never again. I told my wife to never, ever, do business with Walgreens again.