I have been pondering filing a formal complaint against you HEB store at 2511 Trimmer Road, Killeen, Texas for some time. Now I feel compelled to finally take the time to make that complaint. This complaint is specifically directed against the Pharmacy in your Killeen store. This complaint is multiple in scope.
First, I find it nearly impossible to call the pharmacy and speak with a real person. The last three times the phone put me on hold for about 7 - 10 minutes and then went dead. That is very frustrating, as one must go through the prompts again and again every time they call. Somebody needs to be available to answer the phone and automatic "hang ups" are intolerable.
The second complaint deals with employee competence. The last time I went to this pharmacy I waited in line after my doctor called in the prescription 3 hours in advance of my arrival at your store. I waited in line about 20 minutes only to find out that one of my prescriptions had not yet been filled and they charged me full price for the other two prescriptions. They forgot to include my insurance in the prescription even though my insurance had been in their system for years. That took up another hour of my time.
The third complaint has to do with employee attitudes. The lady at your window was down right rude and should not be in a job working with people. It was so bad that I called her supervisor only to learn that her supervisor was likewise rude. The employees in this pharmacy, especially supervisory personnel. Need some serious customer service training. What they are doing now is exactly how you should never treat a customer. When supervisors are rude to customers that kind of attitude is transferred to employees.
People who get prescriptions filled are usually sick when they get there which is why they need the medicine. When they are required to wait long periods of time for service, then have problems surface when they get their prescriptions, plus get treated badly, they are bound to react to that. That is human nature and that is also when your employees call your customers “disgruntled” or “temperamental.” Well, when you mistreat someone they usually raceist. You say “ouch” when you get hurt. That should be common sense but apparently not for your Killeen HEB Pharmacy employees.
The fourth complaint involves timely service. I kid you not that I once waited in line over an hour to get service at the HEB pharmacy drive up window.in store service is not much better. Twice I watched my doctor send the prescription order to your pharmacy yet when I arrived at your pharmacy they said that they never got it. The truth is they "lost it." If you could check in to this I think you’d be amazed at how many prescriptions they “lost.” It’s a big problem.
I know if this is happening to me it is happening to others. You really need to conduct an unannounced inspection of the Killen HEB Pharmacy so that you can assess the depth of this problem yourself. It is getting more serious daily. When things get this bad it usually winds up being a systemic problem and resulting from a leadership failure.
One final point/complaint. Recently the military’s TRICARE system ended its contract with Walgreen Pharmacies. HEB Pharmacies are picking up much of that huge TRIARE business lost by Walgreens. However, it does not appears that you have planned appropriate staffing to deal with this monumental increase in business at your Killeen store which serves a huge and most military community. Frankly, this store is not nearly well staffed enough or trained well enough to cope with this monumental increase in business. Something just has to be done about it.
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