Name of Review Walgreen's Drugs
Subject Poor Quality Service city Huntington Beach, st CA
Review copy
your name (optional)
March 8
Walgreen Company
Attn: Customer Service
200 Wilmot RD
Deerfield, IL 60015
To Anybody at Walgreen’s, If There Is Anyone Who Cares about the Customer: I am going to tell you a storey about a horrible, time consuming and having to deal with employee attitudes that were disrespectful, inconsiderate and even incoherent. The location was the Walgreen’s Drug Store at 19501 Beach Blvd, Huntington Beach, CA. This incident started today at 2:20 PM and lasted until 3:15 PM. When I first set down to write this letter, I was very upset. Them I realized that even though I had wasted almost an hour with this, it had forced me to rethink my shopping and try out a new Drug Store chain in town which turned out to be an amazing experience. One which put back my faith in customer service and care. Two of the employees involved I was not able to get there names. The worst of the two was a Young Oriental Girl; hereafter I will refer to as the YOG. The second person was supposedly a Pharmacist and was also Oriental; hereafter I will refer to as OP. I stopped by the drive up window yesterday to leave a prescription for three different drugs. The YOG informed me that they could not do it for at least two hours. I needed one of them last night, but decided I could wait until today. Next I asked her if she could give me my deductible on one of the drugs, as I had not used it before. The YOG informed me that she did not have time to do that and that my insurance, Blue Cross, would not give out that information if I was pricing it. This seemed like a strange answer to me, but I accepted it, an ordered the drug anyway and hoped when I came back today, there would be somebody different I could ask that question of. I also asked, as I have learned this the hard way, could you at least check and see if you have the drugs in stock. She had no time for this either. I arrived today, at the above indicated time. There were 3 cars ahead of me. It took 30 minutes to service the 3 cars. I even called the pharmacy on my cell phone to ask what the delay was and was told that there were problems with the prescriptions and they were all busy trying to fix them.interesting that they could spend time on working out what certainly seems like a lack of planning on someone’s part, yet I could not get anyone to help me with pricing yesterday and there was no one in line behind me. When I finally got to the window, I was advised that one of my prescription could only be partially filled and I would have to come back tomorrow for the rest of it. After what I had just gone through, the thought of having to come back and go through this line again was not a desirable solution to your problem. I advised the YOG that I was no longer going to have them fill it and asked for my prescription back. The YOG informed me that she did not have time to look for it and did not seem to know where it even would be located at. She suggested I pull out of the line and go to the rear of it and by that time she my have found it. Can you believe and answer like that. There are now 4 cars behind me. I suggested you start looking for it, instead of standing here making excuses as to why you don’t have the time or know where it is. She became adamant that I pull out of the line. I asked to speak to the manager. I paid my dues to be here at the window and I want service. It should be noted, that there were problems with the prescriptions in two of the cars in front of me, so the YOG said, but those people did not get out of the line and reenter it again. Yet I am being asked too! The OP came over and said they could not find my prescription and wanted me to get out of the line and come in the store. I demanded my prescription and she told if I wanted it I will get of the line and come in the store. She had a smile on her face the whole time; the body language of you will do it my way or the highway. My time in front of the window was about 10 minutes. I pulled out of the line and went to the front of the store to go in. Walking for me is very difficult as I am recovering from a full paralysis of my legs and have to use a walker to get around. It only took about 5 minutes to get into the store and another 5 minutes to get the store manager, a Mr. Michael Van Horn, so his business card says. It took only about 3 minutes to relay my complaint and then I had to listen to another 2 minutes of how sorry he was, and I agree he is pretty sorry. We walked back to the pharmacy and it only took him 30 seconds to get my prescription. Keep in mind he knew nothing of why I was there to see him, which can only mean the two less than desirable people I had todeal with earlier knew where my prescription was all along. The only positive side of this day was that I discovered CVS Pharmacy. I was only in the store for a total time of 13 minutes before I left with my prescriptions filled, and $30.00 gift card for switching my prescription to them. A very sharp young Oriental Man, (whose name I intend to get to write a letter of commendation to CVS), In a matter of about 2 minutes was able to set up my insurance information in his computer and give me the cost of each prescription. He had never heard of any insurance plan refusing to give the cost upfront to a customer. They too were very busy, but more organized than your location. There were only 4 people behind the counter, but unlike the 6 or so at your location, they had purpose, commitment to quality and pride in there workmanship. I only write this letter, as a good business wants to hear from its customers and former customers as to why they no longer will shop there. I intend to also send it to CVS and if YOU TUBE took letters, I would put it on the web.
Sincerely,
Gerry W. Mosby
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