March 10th, 2009

Walgreens excuses...er explaination.

I went back in to Walgreens to actually talk with the pharmacist about the issues I've had filling my prescriptions.
He explained why it's so often difficult for me.

I get a regular medication they keep very little of in stock, and is a controlled drug.

This means I get stuck in what he called, very professionally I might add, the "pain in the ass prescription loop." Unquote.

He said that their policy when filling prescriptions is not to do them one by one to completion.

I asked him for clarification on that and he said that when they are filling prescriptions, of which they have hundreds, if the one in his hand has a problem, such as the drug being out of stock, or something missing from or wrong on the prescription, they don't simply deal with whatever the issue is on that prescription. They simply set it aside and move on to the next one!!!

If it's something that requires a call to a doctors office, they do not make the call until they no longer have a backlog of prescriptions, even if this means that the doctors office is long closed.  They don't even begin the process of fixing whatever is wrong until  they're completely done with everything else.  The following morning they begin anew with the days precriptions, and the ones from the day before, if they are still there, sit there again.

THIS, he says, as if it's reasonable, is why folks come in and find that their medicine is not ready for them.
Now, when they come in and complain about it, they take care of the problem.
I asked him if he didn't think it would be easier to just do it when they had the thing in their hand, and save the hassle of being cursed at, screamed at, and hassled into taking care of it?

He said 'No ma'am'

So they can fix it when someone comes in and bitches, but other than that...nope.

If it has a problem it will sit there until it becomes a bookend.


I hate them. I truly, truly hate them.

Update on the pizza problem...

In response to my problem posted here: community.livejournal.com/bad_service/2109752.html , I spoke to the GM again this afternoon.  He was very concerned about the poor level of service I've been receiving, and apparently made the effort to speak to some of the day shift employees, who assured him that I am actually a good customer and not just some overly-entitled witch that won't be satisfied.  He apologized all over the place, and explained that they are going through some personnel changes and extreme training of evening shift.  He was honest enough to tell me that, while all that is going on, he still can't guarantee that there will be no screw-ups on the night shift, but that he would be doing everything possible to get the level of service back up to par. Seems he's also been hearing from the corporate office (I'm not the only person having problems with this store), and they are working with him to get the problems sorted out.  In the meantime, he gave me $40 worth of store credit, and said that I could use it on day shift orders until I felt like taking a chance on evening shift again.  I was pleasantly surprised by this.  I did not expect to be compensated, only wanted him to be made aware of just how poor the evening service is so that it could be fixed and I could return to happily ordering my favorite food. So, the credit was a nice surprise.  Of course, for the time being, I think I will stick to ordering my food from the early shift, but I was pleased that he went to this effort to resolve the problem and keep me happy.
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