The Life and Times of a Cynical Bitch (bitchness) wrote in bad_service,
The Life and Times of a Cynical Bitch
bitchness
bad_service

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I seriously hate Wal-Mart pharmacies

I'm going to switch as soon as I can, regardless of the fact that they're the closest. I'm sick of their shitty attitudes and poor customer service skills. My daughter has Asperger's Syndrome, and is on two different medications, Geodon and Trileptal, both are major drugs. I called to get refills yesterday, when she had about a week's supply left. About an hour ago I got a call from the pharmacy, but I was doing some work and didn't hear the phone ring. One of the kids told me that it was ringing, but by the time I got to it the voicemail had already picked up. So I called them back.



Some girl: Thank you for calling WM pharmacy how can I help you?
Me: His this is [Me], I received a message from you a few minutes ago for my daughter [Her], what is it that you need from me?
Some girl: Can you hold on just a moment?
Me: Sure.
MUZAK *5 minutes pass*
Some guy: Are you holding for Bob?
Me: No, you guys called me, I've been on ho-
MUZAK *5 minutes pass*
I hang up, call back

Same guy: WM Pharmacy.
Me: Hi, I was just on hold for about 10 minutes, returning your call to me, halfway through that time you picked up, and then put me back on hold, interrupting me in mid-sentence, can you tell me why you called me?
Him: Um... you were on hold? I don't know why you were on hold, what's your name?
Me: [Me], it's for my daughter, [Her].
Him: I don't know! *drops phone* Let me get someone who can help you! *drops phone again*
*unintelligible conversation on the other end of the line, silence*
New chick: Hi can I help you?
Me: Yes, someone from your pharmacy called and left a message for me about my daughter's medication. When I called back I was put on hold for 10 minutes, the gentleman who just handed you the phone picked up in the middle, asked if I was holding for Bob, and then put me back on hold without another word while I was in the middle of explaining why I was holding, interrupting me.
Her: Well that's just too bad, what do you need?
Me: I don't know, you called and left a message for me, what do you need from me?
Her: Well, with the Trileptal your insurance wants your daughter to see a neurodoctor (a neurologist? Neurosurgeron? Neuropsychologist? WTF is she talking about?) before she can have her medicine.
Me: What? We did this once before, and got prior authorization, this is not a new prescription, this is a refill.
Her: Well that's what they want! It's not my fault!
Me: Ok, I'll call the prescriber and see what we can do, anyway, I don't appreciate the way I have been talked to, this is the second time I've had trouble with your pharmacy and--
Her: Well, you were put on hold, and every time she tried to get me another customer came up, we're very busy, customers just keep coming and coming and she tried to get to me but I couldn't stop helping customers you know.
Me: I realize that you're busy, but you called me, and I was returning your call, that doesn't excuse the guy cutting me off in mid wo--
Her: Well WE'RE VERY BUSY!
Me: Yes, but that's not my problem-- (meaning that wasn't why I was annoyed, the guy could have said something to me like 'they'll be right back with you' or anything, actually, other than just putting me back on hold, not meaning that being busy was HER POBLEM)
Her: WELL IT'S NOT MY PROBLEM EITHER
Me: Excuse me? This is the second time I've had a problem with your pharmacy, and I believe you're the same person that I spoke with last time. Your attitude is awful, and you shuldn't be working in customer service.
Her: Well I've been doing it for 8 years, I guess I've been doing something right huh?
Me: No, I think not. What about her other medication.
Her: I TOLD YOU WHY WE CAN'T FILL IT ALREADY!
Me: No, you told me you couldn't fill the Trileptal.
Her: Oh, well, the Godine (Go-deen)
Me: Geodone.
Her: What?
Me: Geodone, it's pronounced gee-oh-doan. (yes, at this point I was getting pissed)
Her: Whatever.
Me: How can you work in a pharmacy and not know how to pronounce the medications?
Her: I DON'T CARE. YOU CAN'T HAVE IT AND THAT'S ALL THERE IS TO IT. IF YOU WANT TO COMPLAIN GO AHEAD.
Me: What's your name?
*silence*
Me: What's your name so I'll be able to tell Brian who I'm complaining about?
Her: You can talk to my manager when he gets back.
Me: But what's your name?
Her: Um... Brandy.
Me: I'll be calling Brian.
Her: I DON'T GET PAID ENOUGH TO DEAL WITH PEOPLE LIKE YOU!!!
Me: You get paid far too much for your abilities.

And then I hung up. That's not totally word for word, but it's close, a couple of time she cut me off and I got kinda loud and condescending. I called her 'young lady' several times when she started yelling in my ear. I called back about ten minutes later to see if Brian was back, and spoke to April, who was very helpful. Brian wasn't back in yet, but she offered to page him for me. I told her he could call me back when he gets in. I'm thinking that Brandy entered the prescription as a new one, rather than a refill, but she's far too much of a bitch to realize that she might have made a mistake. This is the second time she's been crazy on the phone, and from what my mother says (who also works at Wal-Mart in a different department), a lot of people have a problem with her, and she complains constantly. So anyway, after this we'll be changing pharmacies. I may switch to the one near the pediatrician's office, even though it's in another town. All they are is a pharmacy, and they have actual hiring standards.
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